Our Policies and Procedures
Our policies are designed to help minimize risks and clarify expectations. If you have any questions or concerns, don’t hesitate to contact us. You can reach us by phone at (832) 374-5953 or by email at chris@ChrisAndCourtneyCleaning.com. We appreciate your trust in allowing us to care for your home!
Pricing and Payment Policies
1. Flat-Rate Pricing. We charge a flat-rate fee based on the square footage of your home, although there are certain variables that may increase that price. These variables may include extreme dust or dirt buildup, extreme soap scum or mold in tubs or showers, or excessive animal hair. We offer bi-weekly or monthly frequency. The initial cleaning will cost more because of the extra time it will take to get your home ready for the ongoing maintenance cleanings.
2. Changes from Original Quote. We reserve the right to add to the quoted price if conditions are not as expected when we arrive to clean.
3. Rate Increases. We reserve the right to raise our rates as needed to adjust for costs; however, we will always give our clients advance notice of any price increase.
4. Rescheduling or Skipping. While we understand that sometimes things come up unexpectedly, we ask that you not reschedule or skip your cleaning service unless absolutely necessary. Rescheduling or skipping your cleaning leaves an open spot in our schedule, which causes us to lose money if your spot isn’t able to be filled. If you must reschedule or skip your cleaning, we ask that you notify us with one of the contact methods above at least 48 hours in advance. If you notify us in less than 48 hours from your scheduled cleaning we cannot guarantee that you will be able to keep the same day and time frame, and we will charge a $50 fee to compensate for the lost job. If your cleaning is scheduled for a Monday, you will need to notify us by 9:00 a.m. on the preceding Friday to avoid the fee. We may also need to charge the initial cleaning fee on the next cleaning date, depending on conditions (to be determined at time of service). This policy does not apply to inclement weather conditions.
5. Lockouts. Lockouts deprive our cleaning technicians of their income. If you do not contact us to cancel a cleaning and the technician arrives at your home at the scheduled time and cannot gain entry or is denied access, we will charge you a lockout fee of the full cost of the cleaning to compensate the cleaning technician for their lost time. The same fee will apply if the cleaning technicians have to wait longer than 3 minutes at the door, waiting to be let in. At the 3 minute mark they will leave the premises and will not be back until the next scheduled cleaning date.
6. Satisfaction Guarantee. We want you to be satisfied with our services and we will make every effort to ensure this. Our technicians, whether employees or independent contractors, use a checklist when cleaning. When the cleaning is completed, one of the technicians will go through the checklist with you. A walkthrough will be performed with you to make sure that all the checklist items were completed. If there are any questions or concerns, the technician will answer or correct those things on site before leaving. You and the technician will then sign your names on the checklist to signify that both parties acknowledge the completion and satisfaction of the cleaning. In the event that you, or someone you have designated, are not in the home when the cleaning is completed, the technician will sign the checklist and leave it in the home for you to do a walkthrough on your own time. If there are any questions or concerns about the cleaning, you will need to contact us within 24 hours of the cleaning so that we can assess the situation and figure out how best to answer or correct the situation, and offer either a re-cleaning of the area in question, a full or partial refund, or a discount on the next cleaning. If you do not contact us within 24 hours of the cleaning, we will not be responsible for concerns about the service you received.
7. Payments.
Move-In/Out and One-Time Cleanings:
In order to schedule your cleaning, we require a non-refundable deposit, which will be applied to your final price on the day of service. The deposit is half the amount of the quoted cleaning service. You will be emailed an invoice, which will give you the choice of paying either with a credit/debit card, or direct bank draft. This is done through Quickbooks’ secure payment system. On the day of service, we require the remaining balance to be paid in full, via invoice, before we proceed with the cleaning.
Ongoing Cleanings:
When you schedule your first cleaning, you’ll pay a non-refundable deposit of half the amount of the cleaning price. This amount will be applied to your initial cleaning. We accept electronic payment through Quickbooks’ secure payment system. You’ll sign an authorization form that includes your payment information, as well as your permission to auto-draft your account for payments. Payment is due on the day of service each time, and your card/account will be charged on that day. If your payment method is declined for any reason, we will contact you and ask for this to be remedied within three (3) business days. If payment is not made within three (3) business days following a cleaning, we will assess a late payment fee of $10 per day, and will pause all scheduled services until payment is made. If your service is paused, you may lose your place in the schedule.
Damage Policy
We are insured and bonded. Our professional cleaning technicians do their best to protect your home and possessions, but we know that sometimes things get broken or damaged despite precautions. Accordingly, we have worked hard to develop a clear and fair policy to cover accidental damage.
Please use the contact methods above to report any instance of damage as soon as possible after you notice it so that we can make it right. Damage must be reported within 2 business days of the incident. Please save the damaged item for our inspection. We will review every incident of damage on a case-by-case basis.
When the damage is determined to be on the part of a C&C Cleaning employee, we will file an insurance claim. The adjuster will take over and finalize everything with you.
We cannot accept responsibility for breakage due to objects that are inherently unstable or delicate, or inappropriately placed, such as top-heavy items with inadequate bases, improperly hung pictures, or wobbly objects. Such situations are regarded as accidents-in-waiting and may occur no matter how carefully our cleaning technicians are working.
In addition, we have noticed that the materials used in many window blinds can become brittle over time and may break while cleaning, or even while opening or closing them. Therefore we cannot accept any responsibility for damages to older blinds. If this is a risk you cannot accept, please let us know which areas we should avoid and we will add it to your home details.
Please move fragile, unstable, or expensive items to a location we do not clean, or ask us to skip that area completely if you do not wish to accept the risk of accidental damage.
Other Cleaning Policies
1. Technician safety. Our cleaning technicians are the heart of our business and their safety is extremely important to us. The areas to be cleaned must be accessible without excess clutter or hazardous conditions. Indoor temperatures must also be appropriate for them to work safely. For this reason, please be aware that in warm weather our technicians may set the air conditioning down to 75 degrees Fahrenheit while working in your home. They will reset it to your preferred setting before they leave.
2. Additional Services available with advance notice. The following is a list of services we offer that are not included in our normal cleaning routine. You can request these services at any time and we'll schedule them according to our availability. Please note that the add-on service(s) you request may have to be scheduled for a different day than your house cleaning. These can also be requested as stand-alone services.
Dish washing (more than the allotted amount included in the normal cleaning routine
Laundry washing/drying/folding
Organizing/Decluttering
Carpet cleaning
Tile/Grout cleaning
Window cleaning
Gutter cleaning
Pressure/Soft washing
3. Services We Do Not Offer. While we specialize in cleaning homes effectively and efficiently and provide the highest quality cleaning we can possibly provide, we do not offer the following, except for those that can be added for an additional price:
Dish washing. We will wash, dry, and put away up to 5 dishes left in the sink. However, if there are more than 5 dishes in the sink, we will work around them to clean the sink. If there are too many dishes for us to reasonably access the sink, we will not be able to clean it.
Cleaning inside of laundry appliances.
Laundry or laundry folding.
Shopping or errands outside the home.
Cleaning inside of curios, china cabinets, stocked cabinets, stocked closets, or drawers.
Cleaning behind glass or solid doors on shelving units or furniture.
Organizing items or picking up clutter, which is defined as five or more items in any given area, such as books, dishes, boxes, mail, papers, clothes, or trash that is not in a trash receptacle.
Cleaning windows.
Cleaning window tracks and sliding glass door tracks
Cleaning anything more than six feet above the ground. Due to insurance restrictions, our cleaning technicians may not use any ladder higher than a two-step ladder. Ceiling fans will be cleaned with a duster or brush if technicians can reach the blades by using a two-step ladder.
Heavy lifting. Due to insurance restrictions, our cleaning technicians may not lift anything weighing more than 25 pounds.
Cleaning in areas that are difficult or unsafe to access.
Specialty cleaning such as post-construction cleaning, patios, garages, steam cleaning, or carpet cleaning.
Cleaning of bodily fluids, mold, toys, pet waste, or other biohazards, except for an ordinary level of bathroom cleaning.
Cleaning heavily soiled areas or areas of disrepair, including rooms or homes with extreme dirt build-up, mold, mildew, peeling paint, or other unsafe conditions.
Cleaning extremely cluttered rooms or homes. Our cleaning technicians must be able to move freely and safely throughout your home with their tools and supplies.
Cleaning excessive hard water or mineral stains or buildup. If you have areas of your home that have hard water or mineral buildup beyond what we can clean with standard cleaning supplies and tools, we’ll do the best we can, but be aware that it won’t be perfectly cleaned.
Any cleaning that would require cleaning supplies or tools beyond what C&C Cleaning supplies.
Cleaning inside dishwashers, washing machines, and dryers.
Other Important Information
1. Our cleaning technicians use all of our their own supplies so you don’t have to worry about providing anything or keeping any supplies stocked.
2. We only work with the best of the best when it comes to our cleaning technicians, whether it's our own employees or independent contractors. You can rest assured that all of the technicians we work with have been thoroughly and properly vetted. They're all professionals and will treat you and your home as such.
3. We don’t offer different levels of cleaning. In order to maintain consistency and excellence, we only offer a deep cleaning every time. Our goal is quality customer service and the best cleaning you’ll receive from any company out there.
4. We are insured and bonded, and are prepared to share this information with you at the time of the consultation.
If you have any questions or concerns, don’t hesitate to contact us. You can reach us by phone (call or text) at (832) 374-5953 or by email at chris@ChrisAndCourtneyCleaning.com. Thank you again for considering C&C Cleaning for all your house cleaning needs!