Sweet Home Cleaning Service, LLC – Terms & Conditions

SMS Text Messaging Terms & Conditions

• By opting in to receive SMS messages from Sweet Home Cleaning Service, LLC [also known as Legal Name] (“we,” “us,” “our”), you agree to these Terms and Conditions.
• SMS Messaging Service By providing my phone number, I consent to receive SMS text messages from Sweet Home Cleaning Service, LLC for general two-way communication about our cleaning services information. Message and data rates may apply. Message Frequency One message per request. Users will receive informational messages about cleaning services and promotional offers. Carriers are not liable for any delays or undelivered messages. Message and Data Rates Message and data rates may apply based on your mobile carrier’s terms.
• Privacy Policy Your information will be handled in accordance with our Privacy Policy.
• Cancellation/Opt-Out Instructions You can opt out of receiving SMS messages at any time by replying STOP to any message we send you. After you opt out of text messaging, you will receive one additional message confirming your request has been processed.
• Help/Customer Support Text the word HELP for support. You may also contact us directly at 251.586.4081.
• Liability We are not responsible for any charges, errors, or delays in SMS delivery or undelivered

For more information, please visit the Privacy Policy and Terms & Conditions.

Here are a few suggestions that will help prepare your home to be cleaned. Following these few tips will help you get the most “clean” out of your clean:

1. Picking up household items that may be lying around such as dirty laundry, toys, dishes, etc. If your home is tidy and clutter free ; we will be able to do more of the good scrubbing clean. Cleaning and decluttering aren’t mutually inclusive. The more time your cleaner has to spend on picking up items; the less time they have for the actual clean.

2. Leaving out fresh linens on each bed that needs to be changed. By doing this, your cleaner will know to change your bed linens. Your cleaner will not feel comfortable going through your personal closets/drawers to find clean sheets.

3. Picking up any important documents such as insurance paperwork, bank statements, or bills to ensure they don’t get misplaced. We don’t want to mistakenly throw them away, etc. Placing them in a secure spot will also protect your privacy.

4. Securing valuables such as jewelry and loose cash. While all our employees are vetted and we’ve never had an issue; we’d prefer to not have such items lying around.

5. Securing pets if they are not comfortable with other people in the home. All of our cleaners are great with pets but if your pets are not comfortable, then putting them in their crate or another room will ensure everyone’s safety.

6. Clearing sink of any dishes. Dishes are very time consuming. We do not mind doing this task but it does take away time from the actual task at hand.

Cancellation Notice

We know plans can change, so we’ve designed a cancellation policy that’s accommodating for our customers and supports our business. Early notification of cancellation means we can offer our services to someone else waiting for an appointment. As of November 1, 2019, we have implemented a 48-hour cancelation policy. This helps keep our schedules for our employees full. We appreciate the advanced understanding.

Our Cancellation Policy is as follows:

In the event any Client needs to cancel a scheduled cleaning appointment, forty-eight (48) hours notice to Sweet Home Cleaning Service is required. Notice may be given by Email, SMS (text) or Phone Call.

Should less than 24-hour notice be given on more than one (1) occasion, Client must pay a $50 fee for the canceled cleaning and 100% of the fee for canceled cleanings thereafter. Should the cleaner be locked out of the home for a scheduled clean, not canceled or rescheduled, 100% of the fee for the cleaning will be charged.

Should you have any questions, please feel free to reach out to us via phone, text, or email.
251.895.7185, office@sweethomecleaningservice.com
Tipping – is greatly appreciated but not required. A Suggested tipping range is 10 to 20% of the fee, but again is not required. Call our office if you wish to add tipping to your credit card payments.
Payment – Payment is due at the time of service.  If you fail to provide timely payment, we will request a credit card number to be held for backup payment.  If one of your checks is returned “NSF”, we will require a credit card number for backup payment or prepayment three weeks before service.
Rate Increases – We reserve the right to raise our rates at any time.  You will be given advance notice of any price increase.
Quality Control – Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. Usually changing services will not eliminate a problem since we are all in the “human” business.  We will correct or address any issue we are made aware of. Our employees take great pride in the work they do and want to be informed when you are disappointed with a service.  Please use our Quality Software system each time your home is cleaned. Those feedback emails are key to ongoing communication with our office and your cleaners.
Ideal Cleaning Setting – The ideal cleaning situation is when no one is home.  Since this is not always possible, please eliminate as many distractions as possible so our employees can work uninterrupted.  Try to schedule your cleaning day when there will be the fewest  people at home.   Please secure and keep children in other areas as we are working with equipment and products that may not be safe for children.
Pets – We love them! But please secure any pet that may be a threat.  Also, we do not clean up after sick pets or pet accidents.
Broken Items – If something is broken by our technician(s), the following conditions apply.

PLEASE READ!

• Sometimes breakage occurs when there are “booby traps”.  Those are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis.  We cannot take responsibility for “booby traps”.  Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves).
• We will pay up to $100 per broken item, when value is verifiable.  Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.
• In some cases, we will have the broken item repaired by a professional restoration company.  Breakage values over $25 must be verified before replacement or reimbursement will be authorized.  Please save the broken item for our inspection. Broken items  must be reported within 24 hours of occurrence or discovery.

Bio-Hazard – Our cleaning technicians’ safety and health is of the utmost importance to us, so we ask for you to let us know if there are any potential biohazard situations. These can include mold, rodent or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning.

Follow up service cannot be performed until documentation is presented showing the situation has been resolved.
Time of Service – It’s very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:00 am and 5:00 pm. And will strive to beat your home within a two-hour window of the estimate given to you.
Entry to your home – We offer 3 entry options to choose from:

1. The Customer may opt to be home to allow access to their home the day of the service. Please prepare for your cleaner to arrive. If no one is home, or our technicians are turned away for any reason, you will be charged half the service price for that day.
2. The Customer provides a key, garage door opener or code to gain access to the home.
   Keys will be placed in a secure safe at the Sweet Home Cleaning office. The technician or team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the technician or team and signed in after each scheduled service and placed back in the safe. Keys are not marked with any of your personal information in case they are lost. In the event the code given is not correct and cleaners cannot gain access to the home the Customer is responsible for the lock out and a cancellation fee of the half the price of that day’s service will be charged to your credit card on file.
3. Customers can purchase a lock box to place a key inside and provide Sweet Home Cleaning with the pass code.

In the event if for any reason the key is not in the lockbox or the code does not work when the technicians arrive to clean the home, the Customer is responsible for the lock out and a cancellation fee of half the price of that day’s service will be charged to your credit card on file.
NOTE: In the event the Customer chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the technicians to gain entry into the home, Sweet Home Cleaning will be not held liable for any damages or theft to the Customer’s home.

Supplies – Our technicians do not carry a toilet brush. We ask each of our clients to please have a toilet brush in each bathroom for the cleaners to use it at your home.

Beds: Two bedding changes are included in your fee and if more are needed it is $10 per bed. NO BUNK BEDS are made

Covenant Agreement Not to Solicit Sweet Home technicians – The Customer hereby acknowledges that Sweet Home Cleaning technicians are trained and educated, at the expense of Sweet Home Cleaning, so that our technicians can perform exceptional services for the Customer. Therefore, in consideration of such training, education and service, the Customer agrees not to enter into any agreement for services directly with a Sweet Home Cleaning technician while the technician is employed by Sweet Home Cleaning and/or for a period of 12 months after technician ceases to be an employee of Sweet Home Cleaning. If the Customer breaches the above stated covenant agreement, Customer hereby agrees to pay to Sweet Home Cleaning a flat fee in the amount of $2,500.00 within seven (7) business days.
Entire Agreement – This Agreement constitutes the entire agreement between the Parties to its subject matter and supersedes all prior contemporaneous agreements, representations and understandings of the Parties. No supplement, modification, or amendment of this Agreement shall be binding unless executed in writing by all Parties.

Our guarantee – We want you to be absolutely delighted with the cleaning service!
Report any concerns to our office at 251.586.4081 or to office@sweethomecleaningservice.com within 24 hours after the cleaning service. We will return to clean areas (s) of concern at no cost to you.