Terms of servicE 

SUPPLIES AND EQUIPMENT:

We supply all necessary supplies and equipment. To maintain cleanliness, we kindly request that there be a toilet brush provided for each toilet in the household. If you prefer to have the bed linens replaced, please ensure that new linens are placed in each room for us to make the change. Additionally, we require trash bags to re-line the trash cans.

SPECIAL REQUESTS/PROJECTS: 

We gladly welcome special requests. Please feel free to reach out to us via text or email with your specific requests, and we will do our best to accommodate them. This allows us to provide you with the most competitive rate and include your requests in our upcoming scheduled cleaning.

WORK HOURS:

Our standard working hours are Monday through Friday from 9:00 AM to 4:00 PM. We operate based on a scheduled system and suggest sticking to the same time and weekday for your cleaning appointments. This helps to establish a consistent and convenient routine for both parties involved.

ALARM SYSTEM AND KEYS:

You do not need to be present at home during our cleaning service. If you have an alarm system, please provide us with the key code so we can deactivate it upon our arrival and reactivate it when we leave. Additionally, we may require a house key for access to the job if necessary. It's important to note that lockouts impact our cleaning technicians' income. If we arrive at your home for a scheduled cleaning and are unable to gain entry or are denied access, without prior cancellation notice, a lockout fee equal to 50% of your normal cleaning rate will be charged to compensate the technician for their lost time. To ensure the most consistent service, we strongly recommend using a key lockbox or electronic door pad.

For the safety of your home and our staff, please inform us if you expect any visitors or service persons while we are scheduled to be in your home. It is our policy to not grant home access without the explicit permission of the homeowner.

RESCHEDULING AND CANCELLATIONS:

Please note that if service is canceled or rescheduled with less than a 48 hour’s notice, we are unable to access the home upon arrival, or are turned away at the door, a cancellation/lockout fee equal to half the service price will be charged to the card on file. If you appointment is scheduled on Monday, please notify us by Friday at 4pm since we are not open on the weekends.  

SATISIFACTION: 

Ensuring your satisfaction is our top priority. If any areas did not meet your standards, we are more than happy to return and re-clean them. Please reach out to us within 24 hours to arrange a rescheduled cleaning. We do not offer refunds.

PAYMENT:

Payment in full is required on the day of service. To facilitate this, we ask that you provide a valid Credit Card or Debit Card, which will be securely encrypted and kept on file for billing purposes. You can keep this information up to date by contacting our office directly. For security reasons, we advise against sending banking information via email or text. 

PRICING:

Our pricing is subject to change at any time, although we try to keep prices the same. In the event of a price increase, we provide a minimum of two weeks' notice. Immediate price adjustments may occur due to factors such as the addition of rooms or square footage.

OUR EMPLOYEES:

We take great pride in our outstanding employees, who are the result of our considerable investment in recruitment, hiring, and training. As a client of Truly Green Cleaning, you shall refrain from directly approaching our present or former employees for employment, personal agreements, or contracted services of any nature. Your cooperation in this matter is greatly appreciated and helps us uphold the integrity of our team and the high standards of our services.

QUALITY CHECKS:
Each team is assigned a dedicated manager who oversees operations. Please anticipate a manager occasionally conducting quality checks at your home while our technicians are cleaning. This manager may also reach out to you as a follow up to ensure you are completely satisfied. This practice ensures we maintain our commitment to delivering consistent and excellent service.

DAMAGES AND BREAKS:

Our professional cleaning technicians take great care to safeguard your home and belongings. However, accidents can happen despite our best efforts. If you notice any breakage, please contact us promptly to report the incident. It is imperative that breakages are reported within 48 hours of occurrence, and we kindly request that you save the broken item for our inspection. We can file according to our insurance policy.

It's important to note that we cannot assume responsibility for breakages caused by inherently unstable or delicate objects, improperly placed items, improperly hung pictures, or objects that are inherently wobbly.

ARRIVAL TIME:

We provide home cleaning services between the hours of 8:30 AM and 5 PM. Please note that we do not guarantee specific arrival times due to the dynamic nature of our business and unforeseen traffic. While we strive to accommodate your requests to the best of our ability, they are considered as preferences only, and we cannot guarantee an exact service time.

HEALTH AND SAFETY:

Our cleaning technicians are central to our operation, and their safety and health is of utmost importance. We adhere to strict safety protocols, including limitations on tasks such as cleaning items higher than can be reached with a two-step ladder and refraining from moving anything weighing more than 15 lbs.

Please note that our services do not extend to cleaning bodily fluids, pet waste, or other bio-hazardous materials, as these tasks require specialized training and safety measures beyond our scope. To ensure a healthy environment for both our staff and clients, we operate as a non-smoking company. We do not provide services for homes affected by bed bugs, indoor smoking, severe hoarding, or mold infestations. We reserve the right to refuse service if these are detected.

 WEATHER:

In the event of severe weather conditions that jeopardize the safety of our staff, we may temporarily close for business. If your scheduled cleaning happens to fall on one of these days, we will promptly reach out to you to reschedule the appointment for a safer time. Your safety and the well-being of our staff are our top priorities.

HOLIDAYS:

We operate our regular business hours during all national holidays except for Memorial Day, New Year’s Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day. If your scheduled cleaning happens to coincide with one of these holidays, we will get in touch with you to arrange an alternate appointment. Your convenience and satisfaction are important to us.

TIPPING:

Tipping is never mandatory, but it's a thoughtful gesture to show appreciation for excellent service. If you wish to tip, you have the option to add it to your credit card as a one-time or recurring charge. Alternatively, if you prefer to give cash, we kindly ask that you clearly label it to ensure our cleaning technicians know it's intended for them. Your kindness and recognition of their hard work are truly appreciated.

TECHNOLOGY:

 We harness the full potential of technology to enhance your customer experience! Expect an automated reminder before your scheduled service, along with a text reminder the day prior. Additionally, after each service, you'll receive a follow-up survey. This serves as a valuable opportunity for you to provide us with immediate feedback.