Privacy Policy
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with The Cleaning Service. If, within 24 hours, you are not satisfied,
Cleaners Associates will come back to your home and re-clean said items at no additional charge.
Payment
Payment is due at the time of service. We accept cash, check. Please make the check payable to CleanWorks
Agency.
If you decide to pay with a credit card, you will have to call the agency 2 days prior to the cleaning and set up
the payment method. An invoice will be sent to your email or phone, and you can make the payment through
the provided link. You will not be able to pay by card if you have not previously set up the payment method. A
3% charge will be added to the total if you decide to pay with a credit card. Payments by card need to be
made at the time of the service.
If you choose to use Zelle, you can send the payment to the cleaners after they have completed the cleaning,
and you will need to wait for confirmation that the payment has gone through. After payment is received an
email will be sent with the receipt.
House Entry
That is up to you. We highly suggest that the primary client meet the cleaner on the initial visit. Thereafter, you
can discuss with the cleaner or the office the best method of gaining access to your home if you’re not there
the time of the cleaning service.
Arrival Window
We make every effort to meet the specific arrival time you need but standard practice is for a 1 hour arrival window to allow for unexpected delays such as traffic of extended time on earlier job.
Lock Out/Turned Away Fee
If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge
$35. We don’t like to do this so please give us as much notice as possible so we can fill your time slot – we
often have a waiting list.
Pets
Most homes have pets, and our experienced cleaners are comfortable with household animals. We suggest
that clients introduce the cleaner to their pets during the initial visit; however, it is the homeowner’s
responsibility to insure that dangerous or unfriendly animals are removed to a secure location outside any
area the cleaner will be working in during the service visit
Late Cancellation Fee
We require cancellations to be telephoned into our office no later than 10 a.m. the business day prior to a
scheduled cleaning. You must call the office by 10 a.m. on Friday to cancel a cleaning scheduled for the
following Monday. A $35 cancellation fee will be assessed if you do not call within this time frame. Due to extremely high demand, cancellations during November and December require a three business day
notification, or a $50 cancellation fee will be assessed.
Skipped or Missed Cleaning Visits
Our charges are based on the type of visit 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 takes additional time to complete your cleaning. (Monthly fees are typically 15% more than bi-weekly
fees.)
Liability Policies
In order to avoid accidents we recommend the Cleaning Associates not to not use ladders or move items
more than 35 pounds. If you would like cleaning behind heavy objects, please move prior to cleaning.
For deep-cleaning, move-in and move-out, our cleaners use specific products, however, we can not
guarantee all stains will be removed. We also do not guarantee that all accumulated dirt will be removed in
one deep cleaning.
CleanWorks Agency or the Cleaning associates are not responsible for damage incurred by the improper
installation of any object. All surfaces are assumed sealed. If you know of any surface not sealed, you must
notify us so that the cleaner can clean properly.
Each cleaner is contractually required to obtain and/or maintain adequate insurance to cover damage to your
home, its contents as well as injury to themselves or to others. They are solely responsible for any and all
damage that occurs. Cleaners will cover up to $250 for breakage. Our Theft Protection Plan covers to $5000 upon conviction per incident.
Tipping
If you are pleased with the cleaning in your home we encourage you to show your appreciation to your
cleaners. Tips are not required but they are a nice way to say “great job”. Please leave any cash tips for the
cleaners (marked “Tips”) or hand it directly to the cleaners.
Referral Fees
Should you wish to hire a present or past member of CleanWorks Agency to work on any home-related service outside of your agreement with CleanWorks Agency, our referral fee is $2500. This fee is due within 30 days of notification from CleanWorks Agency. If the fee is not paid, CleanWorks reserves the right to pursue other methods of collection.