Service Level agreement
Service Level agreement
WHAT YOU CAN EXPECT FROM US
We take pride in our work and want you to be SO happy with each cleaning service. We do not offer refunds, but- if you are not satisfied with any part of your service- we will return to your home to address the area(s) of concern. Please call or text the office (251-313-4673) within 24 hours of the service to take advantage of this satisfaction guarantee.
Cleaning Team Members
Cleaning Teams consist of a Team Lead and at least one additional Cleaning Team Member. All Cleaning Team Members go through training to learn the Hope Cleaning Co. standard. They know what is required and what is expected on every cleaning visit. They are also knowledgeable and friendly- so feel free to say hello or ask them questions regarding our products and processes.
We use a scheduling software to ensure that we are a consistent and reliable service for our customers and operate using 1-hour arrival windows. You will receive a text reminder the evening before your scheduled service with the arrival window. Your Cleaning Team will arrive anytime within that arrival window. Please be present or have planned for us to gain access to your home (see Entry to Home). Failure to do so may result in having to cancel or reschedule your service.
Tardy or Early Arrival
Sometimes things do not go as planned. Many things can affect our schedules, such as late cancellations, staffing matters, etc. If we happen to be running early or late to your scheduled cleaning, you will be contacted as soon as possible and provided with a new expected time of arrival. You have the right to decline the change at no cost to you.
Products and Equipment
We come prepared with all our own products and equipment. If you prefer we use something specific to your home (i.e. stone cleaner, vacuum), please let us know. We are happy to accommodate your request, but you agree that we are not responsible for any replacement, maintenance or repair associated with non-Hope Cleaning Co. materials or equipment.
Our Cleaning Team Members are very important to us, and it is our responsibility to keep them safe. They do not climb higher than a 3ft 2-step ladder (but they do have an extension rod so should still be able to reach most surfaces in your home). They do not move or lift heavy items or clean floors on their hands and knees except for small areas of the bathroom floor (i.e., behind the toilet). These types of activities are unsafe for our Cleaning Team Members and increase the chances of damaging something in your home.
At times, the Team may agree to work together to help you move an item they feel is within their physical abilities. If so, you agree that we are not responsible for breakage due to aged/old or faulty manufacturing. You agree that we are not responsible for any damage moving these items may cause to your floor. The Cleaning Team will not move furniture that contains electronics. The Team will not move items up and down stairs.
We will clean almost anything and go above and beyond to provide premier customer service. However, there are some things our Cleaning Team Members cannot do. These are:
- Clean or remove blood or any bodily fluids
- Clean or remove fire damage, water damage, or mold
- Clean the interior of curio cabinets (will only dust exterior)
- Provide any pet-related services, including cleaning pet beds, pet waste or litter
- Provide any laundry related services, including washing, drying, folding and stain removal
- Empty diaper pails
- Clean Chandeliers
- Wash walls (we do spot clean)
- Wash or put away dishes
- Clean exterior of windows (except for entry and exit doors)
We train our Cleaning Team Members to take extreme care with your belongings, but an occasional accident may happen. If we damage anything during the service being provided, we will notify you. In the event an item is damaged or broken, we reserve the option to repair or replace the item. We cannot take responsibility for items that were damaged because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall or an item that is propped against a surface). If you have not heard from us and there is an item that is believed to be damaged by one of our Cleaning Team Members, it must be reported to the office within 24 hours from the completion of the service in an effort to properly investigate the issue. If you have not made a report to the office within 24 hours, we are not required to repair or replace the item(s).
Hope Cleaning Co. takes privacy very seriously. We at no time will share any identifiable customer information with ANY outside source.
WHAT WE NEED FROM YOU
Entry to Home
Many customers provide us with a copy of the key to their home, and we take extreme measures to protect each key. Other options include giving us your garage or door code. If you have an alarm system at your home, you can give us instructions on its operation. However, we prefer that your alarm be left off on the day of the scheduled cleaning. You agree that we are not responsible for accidentally triggering any alarm system. If the Cleaning Team arrives and is unable to enter the home, it will be treated as a cancellation/rescheduling. The cancellation fee will apply.
Payments are due in full upon completion of service. For your convenience and privacy, we gladly accept echeck/ACH and credit/debit card payments. Recurring customers are required to have a valid payment method on file, which will be charged automatically upon the completion of each service.
Agreeable Working Conditions
In order to safely and effectively clean, there must be a functioning heating and cooling unit, running water, and electricity to the home. Additionally, we are unable to clean homes with excessive pests or rodent activity. Please alert us of any potential issues or concerns at least 24 hours before the scheduled service using the cancellation/rescheduling process.
Things happen- we get it! We ask that you provide us with 24-hour notice for the cancellation and or rescheduling of any scheduled cleaning. In the event of cancellation or rescheduling with less than 24-hour notice, a cancellation fee of $50 will be added to your account.
If you require extra services or additional cleaning on your scheduled cleaning day, please contact us at least 24 hours prior to your scheduled service so we can schedule extra time needed at your home and give you a quote for the additional services.
We love your fur babies but appreciate your help in making sure pets are secured and safe on cleaning days. Our office should be made aware in writing via text or email of any special requirements in safeguarding your pet(s).
For health and safety reasons, we have instructed our Cleaning Teams to leave certain items and/or areas untouched: pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas.
We are not comfortable sifting through your personal belongings. To achieve the best result from your cleaning service, please pick up toys, clothing, and other miscellaneous items prior to your scheduled cleaning. If a room, area, or cleaning surface is overly cluttered, we will have to clean around it (and we hate doing that!)
If you have valuables or heirlooms, including but not limited to any irreplaceable, collectable, or expensive objects, it is preferred that these items are secured and put away to avoid potential accidents. You must let us know of any valuables that you prefer we not clean or handle. We do not send anyone of questionable integrity into your home and have processes in place to support trust and accountability. However, it is still a good idea to secure money, credit cards, check books, and personal electronics. You agree that we are not responsible for missing valuables.
Glass Shower Door(s), Toilet(s), Faucet(s)
You are responsible for notifying us if your glass shower door(s), faucets, or toilet are NOT 100% secure. If upon inspection the team recognizes that your shower door(s), toilet, or faucet are not fully secure you will be notified of the risks immediately. At that time, you have the option to decline service of that item or we can proceed with cleaning. Proceeding with the service constitutes agreement not to hold Hope Cleaning Co. nor its employees responsible if this results in the shower door, toilet, or faucet being damaged. Hope Cleaning Co. is not responsible for any damage (water damage included) due to faulty and/or improper installation of any item, including but not limited to toilet over flooding, leaky faucets, ice makers and water dispenser on refrigerator.
Since We’re Talking About Toilets
We do not carry a reusable toilet brush between homes or even bathrooms. Please have a toilet brush available for use in each of the bathrooms being cleaned. If you forget- no worries! We keep a supply of disposable toilet wands just in case. A $10 supply fee will be added to your account for consumable goods.
Beds and Linens
During your service, we do offer to change linens and make beds. A linen change on the primary bed is complimentary. Additional linen changes are an add-on service. If you wish to have your linens changed and are physically able to do so, please have the bed stripped fully of the dirty linens and have the new linens placed on the end of the bed. Please note that for the safety of our Cleaning Team Members, we cannot change bed skirts and/or duvet covers, lift the mattress to attach sheet suspenders, or climb onto the top bunk of bunk beds to make and/or change linens.