There will be a $35 cancellation fee if an appointment is concelled less than 24 hours prior to cleaning.
There are no terms to this agreement between the client or Master Green cleaning service (hereinafter we). You may cancel your cleaning service at any time.
We also reserve the right to cancel the service provided at any time.
We offer the most professional cleaning service. All our professional employees have been thoroughly trained in the proper use of all products and equipment that we use.
We ask you to provide all of the cleaning supplies, vacuums and equipment required. Should you wish for us to use our own cleaning products or equipment, please call us, prior to your schedule appointment. You agree not to hold us or any personnel responsible for damage to any article or component.
We guarantee our staff will not smoke, watch TV, talk on a personal phone, or listen to the radio in the houses they clean.
We will arrive on the requested scheduled date agreed upon; however, we reserve the right to change schedule due to inclement weather.
Our guarantee to you
We guarantee you’ll be left with full satisfaction, although if for some reason something does not meet your approval please inform us within 24 hours and we will make arrangements to have the problem corrected, at no additional cost.
We guarantee your concerns will be addressed within 24 hours. All calls and appointments will be scheduled during business hours only.
Quality of cleaning services
Each team is supervised by a team leader who is responsible to ensure that cleaning is done to your satisfaction. Each member of the team also signs off on a “check sheet” after each job.
We also periodically follow up to ensure you are satisfied with your cleaning. Quality is our #1 priority!
Entrance and security
Most customers give us a key to their home or a code allowing access to the garage, but other methods of entry can be arranged, on the day of service, if necessary. All keys are marked for identification with a code rather than an address or customer name. Security is a major concern for us.
Our policy is to lock the door while we are cleaning and to not allow access to unknown people. For these safety reasons, please do not ask our cleaning professionals to allow access for workmen during the time we are in your home or if you prefer to be home at the time of service, we also clean houses when owners are present.
Since we do not bill our clients, we appreciate full payment on the day of the cleaning service. We accept cash, check and credit cards. A $35.00 fee will be charged for any returned checks, in addition to any other fees charged by the banks.
Cleaning service start and end times
For hourly jobs, we charge from the time we arrive on the premises, which includes unloading of our supplies and equipment from our vehicle, to the time we have finished cleaning, including the loading of supplies back into our vehicle.
Cleaning service fee adjustments
We reserve the right to reevaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original quote. We reserve the right to adjust the service quote after the job is completed.
Last minute cancellations and lockout fees
We understand schedules change. We ask that you contact us no later than noon the day before your scheduled cleaning to cancel or reschedule. Cancellations later than noon the day before are subject to a $35 cancellation fee.
The same fee will be charged if we cannot gain access to your home if you have chosen not to leave the company your key. For Monday cleanings, please call our office by noon of the preceding Friday. Also, if you request a reschedule we may not be able to accommodate your request with the same cleaning team you are accustomed to.
Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed.
Personal property damage and accidents
Because of the nature of our business, our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, our staff is instructed to call our office at once and to leave a note informing you of the incident. The office will also follow-up with a phone call to determine the best course of action.
In the event of an item being damaged or broken we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We are not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet etc. All surfaces (marble, granite, etc.) are assumed to be sealed and ready to clean without causing harm. The most tragic form of damage is something irreplaceable either monetary or sentimentally valued. Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day, or instruct us not to clean such items.
Pets and plants
We love pets! However, we do need to be informed if you have them and would like to have the pet’s name. Also, if any pet is aggressive we ask that you secure them while we are cleaning your home. If they are friendly we will be happy to clean around them. Our teams are instructed not to enter a house if they believe an animal is a threat.
Please remember that pets may behave differently if a family member is not present. Due to the individual care that plants require, we are not able to maintain them.
Things we do not or cannot clean
We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas.
Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets.
If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Our staff can not climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.
Hiring our staff members
All of our staff has signed a Non-Compete agreement with us. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with us or for 2 years following termination of contract, without written approval from us and a possible placement fee of $2,500.00.
You agree not to hire past or present staff of ours for a period of time not less than 2 years from the date the staff member last worked for us. A great deal of time and resources are put into hiring our staff.
Although a gratuity is not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with a gratuity. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team (preferred method) or add the gratuity to your payment by specifying the amount on the check. Gratuities will not be accepted on credit card payments
In severe weather, we determine it may not be safe to travel and/or carry equipment and supplies into your home, therefore your cleaning service for that day will be cancelled. When this occurs, we will try to reschedule. Please assist us with your understanding in rescheduling.
We do not provide service on New Years Day, Good Saturday (day before Easter), Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve day and Christmas Day.
We will contact you approximately one month ahead of time to arrange an alternate day for that week if your cleaning day falls on a holiday. During those weeks our schedule is very full; you may wish to contact our office 6-8 weeks ahead of time to reschedule your cleaning.