Dear Customer,

We would like to present our company policies, carefully crafted to ensure the provision of our services with maximum quality and efficiency while facilitating communication between our staff and you. As a valued customer, we kindly ask you to become familiar with and adhere to the following procedures:

Cancellation:

Our service schedule is planned in advance, ensuring that our team is ready to serve you on the scheduled day and time. To fulfill our commitment to cleaning, it is essential that any cancellation or rescheduling be communicated with at least 24 hours’ notice. Exceptions will be considered on a case-by-case basis in the event of emergencies. However, failure to comply with this notice period will result in a cancellation fee equivalent to 25% of the service value.

Delays and Access to the Residence:

While our schedule is planned with adequate intervals, unforeseen circumstances such as heavy traffic, adverse weather conditions, or additional services at previous residences may cause delays. Therefore, we offer a tolerance of up to 45 minutes for delays. After this period, if it is necessary to reschedule the cleaning, no additional fee will be charged.

In the event of restricted access to the residence, resulting in the inability to perform the cleaning, a fee equivalent to 50% of the scheduled service cost will be applied. This measure aims to cover operational costs, as our staff are paid by the hour. We emphasize that the security of keys or access codes provided is a responsibility we take very seriously.

Preparation for Our Team’s Visit:

We kindly request that you gather toys, clothes, and maintain the house as organized as possible, allowing our staff to focus on cleaning. During the service, please keep sentimental items in a safe place. Despite our staff’s care, accidents can happen, so please protect fragile items such as photos and lamps. Please refrain from using areas undergoing cleaning to ensure the effectiveness of the service. Pets that may pose risks should be secured during the visit, considering possible reactions to the vacuum noise.

Special Requests:

If you have any special requests or require additional services, please contact us in advance for scheduling. Please send your requests to the office, not directly to the cleaning technicians.

We appreciate your attention and cooperation in adhering to our policies, aiming for a satisfactory experience for all parties involved.

Unauthorized Services:

We would like to inform you that, as part of our policy regarding the safety and well-being of our employees, we do not authorize the lifting or moving of heavy objects during cleaning services. To minimize the risks of work-related accidents, our cleaning staff is restricted to climbing only a two-step stool. Any taller objects will be cleaned using an extended duster of three or six feet. If your residence has exceptionally tall objects, we are happy to provide a suitable-length duster, which will be used and left in your home.

Service Record:

As part of our commitment to service quality, our employees conduct a quality check recorded through photographs before and after cleaning. These images ensure the quality of the services rendered and are occasionally used to showcase our work on our online platforms and social media. We emphasize that any personal information or identifiable belongings will be preserved. You have the right to review all photographs before they are published on our website or any other public domain.

Complaint Procedure:

Should any issues arise with our cleaning service, please contact us within 24 hours of service completion and provide us with photographs to substantiate your claim. We commit to addressing any concerns within five business days by sending our team to rectify any areas not attended to according to our checklist. We kindly request that you provide a convenient date and time within this timeframe for the correction to take place. After this period, no further interventions will be possible, and full payment for the service will be expected. Should our team return to make corrections, full payment will be due immediately upon completion of services.

Payment:

Payment must be made within 24 hours of service completion. We offer various payment methods for your convenience. Should you encounter any difficulty in this process, please contact us for further assistance.

We appreciate your understanding and cooperation with the policies we have established. We are committed to providing quality service and are pleased to serve you.