Policies & Procedures

Supplies

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We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. If you would like us to use your cleaning product we ask that you call the office or email us for pre-approval.

Blinds

We do offer slat by slat blind cleaning. Blinds must be at least 2”, we do not service mini blinds. Blinds may need to be vacuumed before they are wiped; this will require additional time. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly.

Move Furniture

We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.

Pets

Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our technicians are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels.

Fire Arms

For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds

Alarm System

If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at Queenie Clean, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons.

Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our technicians are trained on how to disarm and re-arm alarms.

Key Control Policy

Most of our clients provide us with keys to their home. Rest assured we take the utmost care in protecting both your key and your home. Keys are number coded and have no names or street addresses attached to them. All keys are immediately returned upon cessation of service.

If you decide not to issue a key to Queenie Clean, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the technicians to gain access to your home.

Distractions

It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused.

Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).

Payment

Payment is due at the time of service – we can invoice if necessary but not our preference. We prefer that a Checks, Zelle, Cash App or use Square. If paying by Checks they are to be mailed to the office from your bank, which must be scheduled to arrive on or before your day of service.

Scheduling

When we schedule your appointment we reserve a day and time for you and you alone. Our technicians depend on your job being there in order for them to make their salary. Cancellations cost them dearly.

We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid time conflicts and scheduling mishaps.  Therefore there will be a $50 fee for any abrupt cancellation of service within 48 hours of the scheduled service time. This policy is in effect due to our company reserving your spot for service and therefore turned down other customers for service during that time. 

Skipped or Missed Cleaning Visits

Our charges are based on the type of service you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings. If you skip a cleaning, you will be charged the rate for the next frequency of service if it requires additional service time to complete your cleaning.

Notify the Office

All cancellations must be made by calling or emailing us

Damages

Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.

We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.

All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.

Wear and Tear

The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.

Arrival Time/Hours

Resident Cleaning:

Our hours of operation are from 6:00 a.m. to 12 p.m. Our technicians arrive at our first location between 6:00 and 7:00 am, and our final service will be completed by 7:00 and 8:00 p.m.  We provide you with 1 hour window of our estimated arrival time if you call the office the day before your cleaning. We will strive to meet your requested arrival time but we cannot guarantee it.

If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is, please see key control policy as there are many options to let our technicians into your home.

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Commercial/Office Cleaning: Your set scheduled arrival time is designated by the accepted terms in the service contract.

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