Customer Guidelines
Our Easy 8 Click Estimate
We ask you to please provide us with the most accurate and honest details regarding your home so that we can provide you with the most accurate estimate.
On-site Follow up Visit
Should you find our estimate to your liking, we ask to set up a free 15 minute onsite walk through at a time that is convenient for you, prior to sending in any cleaning technicians. This walk through will allow us to speak to you about additional notes you care to share, perhaps meet your pets that will be home on cleaning days and allow you to share requests about your home and areas that require special attention or items to be left alone / avoided. Find out where your homes trash and recycling is to be placed on our way out of each cleaning visit. This quick visit will also allow us to see the full scope of work and possibly adjust your rate up or down no more than 10% from our initial estimate unless you add or subtract areas / rooms. Now if we find the initial details were not 100% accurate we would have to provide you a new updated estimate for your approval.
Accepting our quote
If our quote is accepted then we will email you a detailed, personalized Welcome email that will include all the necessary details for your home cleanings.
Your personalized scheduled cleaning dates
Whether you choose our 7, 14 or 28 day cleaning frequency, your confirmed cleaning dates will be listed in our Welcome email. Please note that by changing 1 particular cleaning date it will not change any of your other previously scheduled cleaning dates just that one date.
Preparing your home for each cleaning
ACCESS, ACCESS, ACCESS, the more areas we have access to the more we can clean. So more open floor space, furniture, shelves, etc. that you have picked up and organized the more we can clean. We are not asking you to clean anything just organize and pick up so that we have access. Our planned cleaning time in your home is for cleaning and not organizing.
Estimated Time of Arrival for each cleaning
(ETA’s) We will send out our ETA notification 2 business days prior to each regularly scheduled cleaning date. Please note these times are subject to change due to conditions beyond our control such as last minute cancellations, schedule changes, the condition of the previous homes, weather and traffic.
Rescheduling / Canceling any scheduled cleaning / Next frequency rate
If you need to reschedule or cancel a particular cleaning date, we do require 2 full business days’ notice so to avoid our cancellation fee of the full cleaning rate. We only clean a few homes per day to focus on the quality of our service thus an empty spot does come at a loss. These 2 business days allow us time to fill in the spot with another cleaning.
If any cleaning is completely canceled before the 2 full business days and not rescheduled then the next cleaning is performed at the next cleaning frequency rate. For example if you should cancel your 14 day cleaning then we will charge you the monthly rate for the next visit. Which we assume all clients are aware of but we like to make that known so to avoid any confusion.
Keys / codes and entry instructions on gaining access to your home
If mailing keys, please include a note with just your first name and account number for identification. You can avoid including your home address by using a work or a friend's address as your return address. (For security reasons) And please check the keys work first, you would be shocked to see how many copies just do not work.
PLEASE NOTE - We take the security of your keys very serious and all keys provided to us are placed on an assigned key tag with just a number and kept locked up except for your cleaning day. No name, No address, No indication of who's key or what these keys open. The tag number is no indication of the physical address either. Further, there is no list or printout at all of which keys go to which clients address, all that information is double password protected in our system with only 2 personnel having access to the coding process.
Contact information where we can reach you for any reason especially on cleaning days
We ask all clients to please provide us with not just their main contacts phone and email but a secondary number and email of someone that we could also reach on cleaning days if necessary for any reason.
Acceptable forms of payments
We accept cash, personal checks, bank-automated checks, PayPal, and credit cards.
Breakage / Damage
If we cause any damage or breakage, we will take a picture and inform you right away to alert you. We all understand that sometimes things break during cleaning and we do our best to handle all items with great care. We ask that you please put away any heirloom or irreplaceable items, also be aware that we cannot assume liability for items that were broken or damaged due to unstable bases or items not being properly attached/anchored to the wall or Pedi stool or such. If you notice any breakage or damage that we may have missed, please report it to us within 24 hours of any cleaning.
Tipping Your Cleaning Team
Tipping your 3 member team is never required or expected just appreciated when and if you feel you wish to do so. All tips must be left in cash for the team and not added to any other payment form.
Cancellation / Lockout policy
Here at AA Clean, we focus on the quality of our cleaning service and take pride in our work. That said, each team cleans only a few homes per day, unlike many cleaning services, so we can focus on the quality of the cleaning and not the quantity of the homes. That said, we do ask for 2 full business days’ notice if you must cancel any cleaning so as to avoid our cancellation fee of your full cleaning rate. If you cancel less than 2 full business days and we are able to fill the spot, then we will waive that fee. Also if the team shows up for cleaning and is unable to gain entry due to a change in lock/codes or if the team is sent away for any reason, we will have to charge you for the full cleaning as we will not have time to fill that spot on the team’s schedule.
Pets
Where pets are members of the family, we expect and welcome them to be home on cleaning days and we just ask that for their safety and that of your cleaning team if possible your pet(s) are secure in a designated area of your home during each cleaning. If they are left to free roam the home, we will do our best not to upset them while cleaning, we know many do not like the vacuums and prefer to be as far away from us as possible. Please note, that we do not clean up any pet feces.
Recycling guidelines
Due to varying trash and recycling pick-up dates, we know not all clients want us to remove their recycling from the home. If you do want us to take it out, we just ask that you please fully separate your recyclables so that we do not confuse trash from the recycling with a mixture of each in the containers. If we do find it all mixed in, we will leave it as is.
Dishes
While our services do not include handwashing dishes, we will load the few dishes from that morning that are in the sink into the dishwasher so to have full access and wash the sink. We are of course assuming any dishes left in the sink are dishwasher safe unless otherwise noted.
Special requests
We are always happy to accommodate special requests, we just ask that you please email all requests in advance of your cleaning day to the office so that we can plan accordingly especially if more time is needed and so we can go over your request fully with your team. Please do not ask your team the day of your cleaning.
Heirlooms / Irreplaceable Valuables
We ask that you please make us aware of any heirlooms, collectibles, or expensive or irreplaceable items so that we can make a note on your account and with your team. Even if it is a personally handmade clay mug from when your child was 5 years old, it is priceless to you and us, so please put it away on cleaning days.
Our technicians will then be extra careful with these items as trained but we cannot assume liability for damages that may occur during our cleanings. We will take a picture of these valuable items so they are noted on your account so that as your team gets to know your home, pets and these valuables, they will make sure to avoid them.
Climate Control
We ask all clients to please be courteous of our teams well-being while cleaning your home in regards to the season and the temperatures set in your home. We cannot ask the team to put themselves in physically trying or hazardous situations, which we are sure you can appreciate.
Extra's / Add On's at a fee
We are always happy to add on these extra services for an add-on fee:
- Interior of the Fridge
- Interior of the Oven
- Interior side of windows and window sills
- Interiors of cabinets and drawers
- Other special requests welcomed
NOT included in our services
This list is not exclusive to just these items and is subject to change:
- Inaccessible by an extended duster, hard to reach areas or corners, high ceilings.
- No laundry in any way
- We do not allow technicians to move heavy furniture for the safety of our technicians as well as the care of your floors.
- We do not clean potentially hazardous materials that could put our technicians’ health and well being at risk such as animal feces, blood, bodily fluids or other harmful substances that is better suited for a specialist
Rate increases
We will always try our best to provide each of our clients with a quality house cleaning service while using only environmentally safe products. Our rates are subject to change but we will notify you with advance notice. Your rate is also subject to change should the scope of work at your home changes. If you should discontinue our services at any time and then return, your rates would be subject to the new rates at that time you return.
100% Customer Satisfaction Guarantee!
If for any reason you are not satisfied with your cleaning and notify us within 24 hours of the cleaning, we will return immediately and remedy any inconveniences with no charge to you.
Photos taken in your home for these reasons but will not be published or used anywhere but for training and quality control:
No pictures will be taken of family photos, jewelry, personal papers, etc.
Photos Before and After your initial cleaning for training purposes
Photos of items that we are NOT to touch so to be added to your account. Photos when / if anything is found broken or is broken during a cleaning
Photos for quality control and to make sure we are meeting expectations.
Whenever the team arrives and finds something we believe needs your immediate attention such as the condition of certain rooms / areas not in their usual condition.
If you do not wish to allow any photos’ taken of your home, please let us know as soon as possible so we can have you sign our liability waiver.