Client Guidelines – Spotless Maids LLC

Welcome to Spotless Maids LLC

At Spotless Maids LLC, we are a local, family-owned company dedicated to providing an exceptional cleaning experience. Our established policies and procedures guarantee fair, professional, and consistent service for every client.

Our work is guided by the following values:

• Trust: Building strong relationships on honesty and safety.
• Customer Service: Valuing each client’s needs with respect and attention.
• Transparency: Maintaining open and honest communication throughout.
• Professionalism: Delivering high-quality service with attention to detail and excellence.
• Excellence: Striving for continuous improvement and quality in every cleaning.

These guidelines uphold our high standards, ensuring stability and safety for our team. By accepting services from Spotless Maids LLC, you acknowledge and agree to these terms, strengthening our partnership with mutual respect, clarity, and trust.

1. Estimates by Phone and Email

We value your time and strive for the most accurate estimate. Please provide honest, detailed information about your home when requesting an online estimate, as for in this case, we do not conduct in-person evaluations beforehand. For a smooth service, kindly remain reachable by phone or email during the cleaning for any necessary communication.

2. Arrival Window

To account for unforeseen circumstances like traffic or parking, we operate within a 30-minute arrival window. Should a significant delay occur, we will contact you immediately. We value punctuality and appreciate your understanding. Our technicians will arrive as promptly as possible within the scheduled window to deliver the quality service you expect from Spotless Maids LLC.

3. Cleaning Preparation

For a thorough and high-quality cleaning, please prepare your home before our arrival by:

• Picking up scattered items (shoes, toys, clothes) that may obstruct cleaning access.
• Ensuring the sink is free of dishes, as it will be used for cleaning larger stove parts, microwave plates, and other kitchen items per our checklist.

Estimated cleaning time covers cleaning only, not prior tidying. Organized areas are essential for our technicians’ efficiency. We recommend scheduling cleanings when fewer people are home to ensure full access to all rooms during the reserved period.

4. Special Requests, Equipment, and Cleaning Products

For special requests or additional services, please contact our office directly, not the cleaning technicians. All requests must be made in advance for proper scheduling and understanding of your needs. Our team uses only company-provided ladders and wears shoes indoors; inform us prior if you prefer shoe covers. Spotless Maids LLC provides all standard cleaning equipment and products. If you prefer specific products (e.g., eco-friendly solutions), you must provide them at the time of service. Note: When using client-provided products, we cannot guarantee 100% excellent results due to variable performance.

5. Home Access

Many clients are not home during cleanings. We recommend secure access via a keypad code (door/garage) or a property lockbox. If leaving the door unlocked or key in a designated place, please inform us in advance for team notification. For security, we do not hold or transport physical keys for any property.

6. Employee Health, Safety, and Service Limitations

We prioritize our staff’s safety and well-being. Our Risk and Specialization Policy defines items and areas we do not clean due to safety concerns or lack of specialized training.

We do not clean:

• Animal feces, human blood, bodily fluids, or any health-hazardous materials.
• Mold, asbestos, or substances requiring specialized equipment/training.
• Inaccessible areas: high ceilings, elevated light fixtures, hard-to-reach corners.
• Heavy items requiring more than two people or special equipment to move.

Services not included:

• Removal of deep stains or dirt on walls.
• Disposal of large trash volumes or furniture.
• Exterior window cleaning.
• Chimney cleaning.
• Cleaning of air ducts or HVAC systems.
• Outdoor cleaning: yards, patios, garages, or driveways.
• Professional carpet cleaning, stain removal, or water-based cleaning.

7. Indoor Temperature

Please ensure your home is at a comfortable temperature before our team arrives. Our technicians cannot work in extreme heat or cold, as it impacts their health and safety.

8. Automatic Payment and Data Security

All clients (recurring and one-time) must keep a credit or debit card on file in Spotless Maids LLC’s secure payment system. We guarantee full privacy and security; payments are processed via a secure, encrypted platform, without us having access to complete card details. If manual payment is not completed within 24 hours post-service, the amount will be automatically charged to the card on file. This card will also cover cancellation/rescheduling fees as per Policy 9. Keeping a card on file is essential for service continuity, efficient billing, and smooth scheduling.

9. Cancellations and Rescheduling

To maintain an organized schedule and manage appointments efficiently, please note these guidelines:

First-time cleaning clients:

Less than 48 hours’ notice for cancellation: a $150 fee will be automatically charged to the card on file. For rescheduling with less than 48 hours’ notice, the previously charged amount will NOT be credited toward the new service.

Recurring cleaning clients:

• Cancellations or rescheduling require at least 48 hours’ advance notice.
• Same-day cancellation or reschedule request: The FULL amount will be charged with no refund or credit. Please note that same policy applies to lockout situations.
• We will attempt to reschedule within the same week if possible, though availability is not guaranteed. Rescheduling does NOT change the timing of your next regular cleaning. Requesting a reschedule then skipping the next cleaning may disrupt your schedule and service continuity.

10. Permanent Cancellation of Recurring Services

To permanently cancel recurring services with Spotless Maids LLC, please notify us at least TWO WEEKS in advance. This notice is essential for organized scheduling and efficient reallocation of time slots. Your cooperation helps us provide punctual, well-structured service to all clients.

11. Tips

Tipping is not required but is a greatly appreciated way to recognize our team’s hard work and dedication.

For cash tips:

Please divide the amount and hand it directly to each cleaner present during the service. This ensures fair and immediate distribution.

For automatic tips:

Contact us with your preferred fixed amount or percentage to add to your profile and apply to each charge automatically. If manual payment isn’t completed within 24 hours (as per Policy 8), the system auto-charges the card on file. Please notify us IN ADVANCE if you’d like to include a tip for automatic charges. Our commitment is fair, transparent gratuity for your cleaning team.

12. Damages and Breakage

If we cause damage or breakage, we will inform you immediately and work towards a fair repair or replacement solution. Report any unreported damage within 24 hours. Spotless Maids LLC is not responsible for damage resulting from unstable bases or improperly secured items.

13. Quality Control and Feedback

Your feedback is crucial for maintaining our service quality. Our quality control relies on your communication; we encourage you to share your thoughts regularly.

14. No-Solicitation Policy

We invest significant resources in recruiting and training our cleaning technicians. To maintain service quality and protect our reputation, all services must be contracted exclusively through Spotless Maids LLC. Direct arrangements between clients and employees are STRICTLY PROHIBITED.

15. Price Adjustments

Our prices are subject to annual adjustments for inflation, increased operational costs, or changes in service needs. If you cancel service and resume it later, a new evaluation may occur, and pricing may be updated accordingly.

16. Photographs and Social Media

We may take “before and after” photos during the initial visit for quality control. For recurring visits, photos are taken only if there are significant changes in home condition. We NEVER photograph personal items (e.g., family photos, jewelry, documents). If you prefer no photos, please notify us in advance; however, this may limit our ability to assess and guarantee quality.

17. Confidentiality

We are committed to NEVER disclosing any client information to third parties during or after the service period contracted with Spotless Maids LLC.

Thank you for reviewing our policies.

For questions, please contact us:
Email: info@spotless-maids.com
Phone: (203) 231-3779