TERMS & CONDITIONS
Arrival Day: Zip Cleaning makes every effort to consistently schedule a predetermined set day that we arrive for each cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.
Arrival Time: Cleaning service occurs between 9am- 5pm on your regularly scheduled day. Given that each home that we clean varies in the amount of time it takes to clean, we cannot guarantee an exact time that we will arrive.
Access to your home: We will discuss arrangements of how to access your home before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the client to remember to leave out a hide-a-key or having to wait around to let us in each visit. Clients’ keys are labeled with a secure company code so that private information would never fall into the wrong hands. You can be assured that all of our cleaners have had thorough criminal background checks through our company. Keys will be returned if there is a cancellation of service.
Cancellations/ Reschedules: We must assess a 50% of your fee for cancellations/ reschedules without 24 hour notice. There are no exceptions to this policy. Our office is open Monday to Friday 9:00 AM to 5:00 PM and Saturday 10 AM to 3PM. Appointments on Monday must be rescheduled on Friday prior to you visit. Please not 23 hour and 20 minutes is still consider less than 24 hour notice and there is no exception to this rule.
Cleaning Team: We do make every effort to have the same cleaning team every cleaning but there are some circumstances beyond our control which prevent this i.e. sickness, personal day, vacation etc. We have a small group of cleaners and they are all friendly, efficient and diligent.
Payment: Payment is due at the time of service unless other arrangements have been made. Failure to leave payment may result in cancellation of services.
Getting ready for the cleaning – Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you.
The setting: We request that the house be unoccupied during the time of cleaning. This way we can be the most efficient and give the best rate possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service.
For example, if a client has a home office and is on conference calls, we would need to arrange our cleaning visits around that since we wouldn’t be able to run the vacuum cleaner during that time.
Or if there is a little one at home, we would want to arrange cleaning time around nap times, etc.
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.
Breakage – It’s bound to happen sometimes. We do our best to prevent it and effective communication is very important.
- Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), 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 breakage item, when value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
- 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. Breakage must be reported within 30 days of discovery.
As owner of Zip Cleaning I take responsibility for my employees and their actions. Our policies are designed to help minimize risks. I will personally review any unresolved incident to insure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.
Due to health and safety reasons, we are unable to clean up mold, human, pest or pet waste and bodily fluids. We can recommend a company that is equipped to handle these situations. If we come into a home that requires this type of cleaning we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue.
Please do not hesitate to give me a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, I seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle life’s most expensive possession – your home.