OFFICE HOURS - Our standard office hours are Monday through Friday 9:00 a.m. - 4:30 p.m. and Saturday 9:00 a.m. - 3:00 p.m. and we welcome your calls.
OUR EMPLOYEES - Elma's Cleaning Service clients may not solicit our employees to be contracted or employed by you or your affiliations for cleaning services of any kind. If you would like to hire/contract one of our workers to work independently for you or your affiliates, you may request such services by informing our office in writing. If Elma's Cleaning Service approves such request, you will be required to pay a $300.00 referral fee.
PAYMENT TERMS - We normally do not bill for services provided, payment is expected at the time of cleaning. We accept cash but our preference is a check (written to Elma House Cleaning Serv.). Please leave the payment on your kitchen counter for the team. Receipts will be mailed to you upon request. A $30.00 fee will be assessed for any checks returned by your bank. All prior balances must be cleared, before the next service.
CANCELLATION AND NON-ENTRY POLICY- We understand that there are times when you might need to cancel or change your cleaning appointment. We ask that you give us 24 hours cancellation notice. Due to the high demand for our services, if you cancel less than 24 hours of your scheduled appointment, you will incur a $10 per scheduled cleaner cancellation fee. Any appointments canceled less than 24 hours of the scheduled start time will be charged the full amount of the cleaning. If a Elma's Cleaning Service cleaning professional arrives at a scheduled cleaning appointment and is unable to gain access to your home you will be responsible for paying the full amount of the cleaning.
SICKNESS - If someone in your home is sick (contagious) please contact our office and we will be happy to reschedule your cleaning.
SUPPLIES & EQUIPMENT - Elma's Cleaning Service cleaning professionals arrive equipped with basic cleaning products manufactured by eco-friendly, socially responsible companies. We can provide such as a broom and dust pan, a sponge mop and bucket, a toilet bowl brush, a step stool and a vacuum cleaner if requested.
ASSIGNED CLEANING CONSULTANT - We understand that most clients would prefer to have the same cleaning consultant consistently clean their home. It is our goal to provide you with consistency. Elma's Cleaning Service will try to provide you with a regular cleaning consultant however, due to circumstances beyond our control, we cannot always guarantee the same cleaning consultant. At any given time we may have to change cleaning consultants. Should we have to change your cleaning consultant, we will notify you via email. To ensure that any cleaning consultant changes result in a smooth transition, in most cases we will have a quality control supervisor oversee your first appointment change.
SAFETY POLICY - Employee safety is important to us. We require our employees to wear shoes at all times, refrain from climbing ladders higher than 30", and lifting objects weighing more than 20 pounds. We do not clean bodily fluids, pet accidents or any other substance which may pose a health or safety hazard to our employees. Elma's Cleaning Service reserves the right to remove an employee from a job site at any time if safety is of concern or if integrity is in question.
FIREPLACES - Due to the health risks associated with the inhalation of soot from fireplaces, Elma's Cleaning Service does not clean soot from fireplaces. We will gladly clean around the fireplace. Should you require fireplace cleaning, Elma's Cleaning Service can suggest a reputable company to assist you.
EXTRA REQUESTS- Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these items. Extra charges will apply. We will try to estimate for you on the phone but in some cases, we may have to charge by the hour depending on the task.
LAUNDRY - Elma's Cleaning Service will wash and fold laundry with pleasure. Please leave all laundry supplies in a clearly visible area. We ask that you do not include any delicate or dry clean only items in your laundry hamper or laundry bag. In addition, since we are an environmentally friendly cleaning service that does not use bleach or bleach alternatives, should you provide and require our cleaners to use such products, we do not assume responsibility for any accidents resulting from such use. Elma's Cleaning Service also does not assume responsibility for delicate or dry cleaned items accidentally left in your laundry hamper or laundry bag.
PETS - At Elma's Cleaning Service we understand how important your pets are to you. We are a pet friendly company and will gladly receive special instructions regarding your pet's safety. Due to health concerns, Elma's Cleaning Service cannot allow their cleaning consultants to handle any pet feces.
COMPUTER/ELECTRICAL WIRES - As we aim to handle all items in your home with care we know that computer wires, cables and cords can be of a delicate nature. Our in depth cleanings require that we may have to lift or slightly move these items as dust accumulates heavily in these areas. Please notify our office if contact with these wires, cables and cords can disconnect your computer system. If so we will ask our cleaning consultants to skip these area.
DAMAGES - Elma's Cleaning Service cleaning professionals treat your home with the utmost respect. However, due to the nature of our business, accidents can happen. Should a damage occur to your property during a Elma's Cleaning Service appointment, please notify our office immediately after the cleaning appointment has ended. In addition, Elma's Cleaning Service does not take responsibility for items previously damaged. Should you have any delicate or sensitive items in your home please notify our office representatives as we will instruct our cleaning consultants not to touch those items. If an item is damaged by our cleaning consultant we ask that you do not throw the item away as Elma's Cleaning Service will need to take photographs of the item for insurance purposes. If a receipt is not available for the damaged item and it is clear that the item has been damaged by a Elma's Cleaning Service employee, Elma's Cleaning Service will purchase a replacement of equal value. We cannot guarantee reimbursement for damages reported more than 48 hours after the end of the cleaning appointment or damages that we cannot physically inspect.
SATISFACTION POLICY - We proudly stand behind our work. Should you have any comments regarding your cleaning, please call us within 24 hours after the end of your cleaning appointment. If there are areas that you feel we overlooked we ask that you do not clean those areas as we will have someone report to your home within 24 hours to reclean the areas of concern. While we are unable to issue refunds, if necessary, we are happy to re-clean any areas of concern.
CUSTOMER REFERRAL PROGRAM
Every time you refer a new client to us who uses our services, you receive $25 credit towards your next cleaning service to be applied after EHC has completed your friend’s first cleaning. Your friends will also receive a $25 discount off of their third scheduled house cleaning service. To qualify for the referral bonus, you must have used our services within the past 6 months of the referral and your friend(s) may not have used EHC within the past 6 months. Your friends are limited to one discount per cleaning, but you can combine yours
**BY ACCEPTING ANY Elma's Cleaning Service APPOINTMENT CLIENT ACKNOWLEDGES THAT THEY HAVE READ, FULLY UNDERSTAND AND AGREE TO ALL Elma's Cleaning Service POLICIES.**
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Elma's Cleaning Service Polices - Service Agreement
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