Guidelines & Policies
CANCELLATIONS – RESCHEDULES – LOCKOUTS
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*To avoid any fees when skipping or rescheduling visits, please notify our office at least 3 BUSINESS DAYS (during business hours) prior to your scheduled date. This is to ensure our staffs hours and paychecks are not affected. We appreciate your understanding!
We send out text/email reminders before your scheduled cleaning date to help avoid this fee.
Please note that due to internet glitches, software updates, client preference changes, etc. reminders can fail to send. We recommend adding your scheduled cleanings dates to your calendar.
*SAME DAY Cancellations & Reschedules will be charged 100% of the cleaning fee.
*Cancellations & Reschedules WITHIN 3 Business Days of your scheduled cleaning will be charged 50% of the cleaning fee.
*A LOCKOUT Fee of 100% will be applied if we are unable to access entry to your home on the scheduled day of cleaning. Many clients obtain a lock box to avoid this fee.
*SKIPPING Visits may increase the price of your upcoming cleaning as more time has passed between cleanings and the job size has increased.
*We do not clean homes that contain infestations (such as bedbugs, cockroaches etc.) or homes that contain bodily fluids such as blood, urine, feces or excessive levels of trash. If we arrive and find these conditions, the cleaners assigned to your home will leave. You will be contacted immediately, and our standard last minute cancellation fee will apply.
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*To avoid any fees when skipping or rescheduling visits, please notify our office at least 3 BUSINESS DAYS (during business hours) prior to your scheduled date. This is to ensure our staffs hours and paychecks are not affected. We send out text/email reminders before your scheduled cleaning date to help avoid this fee. Please note that due to internet glitches, software updates etc. reminders can fail to send. We recommend adding your scheduled cleanings dates on your calendar.
*A Cancellation Fee that equals 50% of the quoted price will be applied to all First Time, One Time, Move In/Move out and Deep Cleanings if cancelled or rescheduled within 3 business days (during business hours) of the scheduled date.
*A LOCKOUT Fee of 100% will be applied if we are unable to access entry to your home on the scheduled day of cleaning. Many clients obtain a lock box to avoid this fee.
*SAME DAY Cancellations & Reschedules will be charged 100% of the cleaning fee.
*We do not clean homes that contain infestations (such as bedbugs, cockroaches etc.) or homes that contain bodily fluids such as blood, urine, feces or excessive levels of trash. If we arrive and find these conditions, the cleaners assigned to your home will leave. You will be contacted immediately, and our standard last minute cancellation fee will apply.
PRICING
Prices given are rough estimates and may change once we arrive at your home. For any price changes over $30, we will call you promptly to determine if you would (1) like to authorize the additional price or (2) provide us with a list of priorities that you would like us to focus on.
Price may be adjusted if visits are skipped as more time has passed between cleanings and this may increase the job size.
We reserve the right to raise our rates at any time in which case you will be given advance notice.
PAYMENTS
Payments are set up via Credit or Debit card and are processed the following business day after cleaning with receipts sent out via email. If your receipt has a $0.00 balance the cleaning has been paid for.
We do not accept payment via check or cash.
TIPPING
Tipping is always appreciated!
Most of our clients add a tip of $20 – $50 per visit.
If you would like to add a tip you can (1) call, email or text to add this to your charge or to set up a recurring tip amount, (2) select the tip option that comes up after you rate the cleaning in the Feedback scorecard sent after each visit via text or email or (3) leave a cash tip with a note labeled to Primavera if not directly handed to the cleaning technician.
Cleaning Products
We provide most cleaning tools & products except for the following: paper towels, garbage bags, Swiffer duster refills and to prevent cross contamination a toilet bowl brush next to each toilet.
Due to usage of eco-friendly cleaning products, we cannot guarantee complete removal of hardwater/calcium deposits, lime, or rust.
If you have a specific product you would like to provide for visits, please let our office know so we may have your work order updated with the product name and detailed instructions for how to use them properly as we do accept responsibility for damage caused by products we do not provide.
Safety & Pets
Although an empty home where our tech can work uninterrupted is the ideal cleaning situation it is not required. Please eliminate as many distractions by removing pets and keeping children in another area as we may be working with equipment and products that may not be safe.
We love pets – but please secure any pets that may be uncomfortable with new people in the home or loud noises such as vacuums.
We do not clean the following: display areas such as Lego’s or collectables, inside hutches, electronics, dishes, walls, tops of cabinets, windows or window tracks, diaper genies, pet waste, cat litter, rodents, infestations, biohazards (mold, blood, bodily fluids).
We do not climb higher than a 2-step ladder. Higher items will only be dusted with an extension duster. Most homes have at least one chandelier or vaulted ceiling fan that we are unable to reach.
Breakage & Damages
We do our best to prevent any damage or breakage but if something happens, we will reach out immediately.
Incidents are reviewed on a case-by-case basis and must be reported within 24 hours of our visit.
We will pay up to $100 per breakage item, when value is verifiable. In some cases, we will have the broken item repaired by a restoration company. Please save the broken item for our inspection.
Please store valuable items such as jewelry, expensive figurines/glass ware, unstable, fragile or antique items whenever possible or let our office know about any such items beforehand.
We do not accept responsibility for damage caused by products we do not provide.
Quality & Satisfaction Guarantee
To provide the highest quality cleaning, we ask that you provide a reasonably clutter-free home by picking up clothes, toys, dishes etc. If excess clutter is present, we will do our best to clean around those areas.
We cannot guarantee the results of mini-blind cleaning.
Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely.
If you are not completely satisfied with a cleaning, please let us know within 24-hours. If it is included in our scope of service, we will gladly return and make it right at no additional charge.
Communication is key to the overall service and quality you are receiving. Please do not hesitate to contact our office with any feedback or critiques you might have.