We have built our business and reputation by providing our clients with the best possible cleaning services available anywhere. Still, we realize that because our employees are human, they will sometimes make mistakes. For this reason, we offer you our ProTouch Guarantee, which is as simple as 1-2-3. If you are not 100% satisfied with our service for any reason and you let us know within 24 hours, we will do one of the following:
- Come back to your home and re-clean the trouble areas to your complete satisfaction.
- Give you a partial credit toward your next service.
- Give you a partial refund (will not exceed 30% of the full amount paid).
The ProTouch Guarantee is yours at no extra cost! All steps are to be followed in the order given above. In most cases, a simple revisit is enough to resolve any problems!
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. Changing services will not (usually) eliminate a problem as we are all in the human resources business. Human nature sometimes prevails if not confronted, and that is our job. We will correct or address any issue we are made aware of promptly. Our employees take great pride in the work they do and want to be informed when you are disappointed with your service. Please reply to the Rating and Review Survey sent after each clean. We hold monthly drawings and give away great prizes to those who return the surveys!
It happens unfortunately. We hate when it does and do our best to prevent it. The following is our breakage policy:
- Sometimes breakage occurs when there are booby traps. These are accidents waiting to happen (pictures not hung securely, top-heavy items with unstable bases, wobbly or 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 will pay up to $100 per breakage item when the value is verifiable. Please move expensive figurines or glassware to a location we do not clean or have us skip the 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.
HOMECLEANING SERVICE AGREEMENT
ACCESS TO YOUR HOME – We must assess a $99 fee when you fail to leave access to your home the day of service. There are no exceptions after the first incident.
CANCELLATION – We will assess a $99 cancellation fee if you cancel with less than 24 business hours’ notice.
TIPPING – Always appreciated, but never expected. Typical tipping range is 5-15% of the final charge. Tips may be added to your credit card payment online or by contacting the office.
PAYMENT – All payment is via credit card. We authorize your card the morning of the clean and charge the card when the clean is complete.
RATE INCREASES – We reserve the right to raise our rates at any time. You will always be given advance notice of a rate increase.
GETTING READY FOR YOUR CLEAN – Don’t clean before the cleaners arrive! Do pickup as much as possible. This allows us to focus more on detail and quality for you.
DISHES – If you have not selected “hand wash dishes” as an extra, add-on service, any dishes that will not fit in the dishwasher will be stacked in the sink after the sink and faucet have been cleaned.
THE SETTING – The ideal cleaning situation is when no one is home. If this is not possible, please eliminate as many distractions as possible so your HomeCleaner can work uninterrupted. Try to schedule your cleaning day when fewer people are home, and keep children in another area as we are working with equipment and products that may not be safe for children.
PETS – We love them! Please secure any pet that may be a threat. We are unable to clean up after sick pets or pet accidents.
WOOD FLOORS – It is your responsibility to place coasters or felt under heavy or sharp furniture legs. We will repair damage to wood floors if we caused the damage.
NON-COMPETE – We invest a lot of time and money in hiring and training the very best staff. Our staff have signed a non-compete agreement and understand the repercussions of violating the agreement. Please respect it as well.
GLASSCLEANING SERVICE AGREEMENT
ONLINE ESTIMATES – Upon arrival we will recount your panes and finalize your price before getting started.
PAYMENT – You will receive an invoice following the completion of the clean. Payment is due upon receipt. As a locally grown, small business we appreciate your prompt payment.
DEPOSIT AND CANCELLATION – we require a 10% deposit, payable upon acceptance of our estimate, to reserve your appointment. The deposit is fully refundable with a 48-hour notice of cancellation. Cancellations of less than 48 hours’ notice result in forfeiture of the deposit.
WEATHER CANCELLATION – We reschedule appointments for three reasons:
- Active precipitation
- The high temperature for the day is below 37 degrees
- Wind gusts above 50 mph
Generally we try to wait until the morning of the cleaning before making any changes to the schedule. Having closely watched Treasure Valley weather for many years, we’ve seen plenty of rainy forecasts turn to beautiful sunny days, so we are hesitant to reschedule based on a seven-day forecast. On a day when it is necessary to reschedule, we do our very best to inform you before 8:30 AM.
*Winter Window Cleaning: We clean through all seasons so long as it is not precipitating, and the forecast calls for a high temperature above 40 degrees we will plan on cleaning that day.