1. NON EXACT ARRIVAL TIMES
For repeat clients, we offer 8am first of the day arrival as we are able to control first of the arrival subject to weather and traffic conditions. The second visit of the day is approximately 10am to 330PM arrival. For all other appointments, the customer agrees to allow our crews to arrive without approximate arrival time estimates. Our commitment is quality and not speed, we want to give our clients the very best and that means taking our time. For Move in/Move out and Initial Deep Cleaning visits, Amazon Cleaning will provide a specific start and end time so that we can coordinate final inspection and payment with the client day of service.
2. GUARANTEED ACCESS
In order to better serve our clients and allow the freedom to operate independently from us, we do require that guaranteed access be provided for our crews. A Realtor lockbox, garage door code or other means of access will be arranged by the client for the cleaning crew in advance so we can best serve and allow our clients freedom to travel without waiting on our crews as we will almost always run later as we are committed to quality, not speed.
3. NO DIRECT COMMUNICATION WITH CLEANING CREWS
The client agrees that any and all requests, suggestions, instructions or scheduling requests go through our customer service hotline at 404-246-6550. Our cleaning crews are instructed to focus on checking their work and striving for quality. In order to get the very best from our crews, we allow them to operate independently from direct monitoring. The one exception to this policy is the initial deep cleaning where we welcome feedback and participation so we can fine tune and customize our service to our valued clients’ vision and expectations. Same 2 person team will be allowed to have a replacement crew cover for them, a few times per year, for family vacation coverage and sick days.
4. CREWS SAFETY
The customer stipulates that our crews are allowed to protect their safety at all times. Anything taller than a 2-foot step stool will not be attempted by Amazon Cleaning Personnel when cleaning. In order to prevent damage to floors or injury, Amazon Cleaning Personnel will not move any item 20 lbs. or heavier. However, if our valued client moves a heavy item we will clean underneath. Our teams are not allowed to take off their shoes or wear shoe covers for safety concerns.
5. TIMELY COMMUNICATION
It is agreed upon by the client that any concerns regarding the service will be reported within 24 hours of service to the Amazon Cleaning customer hotline at 404-246-6550 so that Amazon Cleaning may honor our service guarantee. Any concerns regarding quality, the customer agrees to allow their crew to return and resolve within 2 business days.
6. REASONABLE MARGIN OF ERROR
It is understood by the client that Amazon Cleaning crews are not perfect, there will be a small 1% margin of error no matter how experienced your crew is. We follow strict procedures regarding quality control and inspecting their work before they leave. Amazon Cleaning applies advanced certification, monitoring, positive reinforcement, and logistical routing to maximize the time spent in the home. Having stated this, our crews are human beings, there will be a small margin of error. There will always be very small details missed as even the most senior crews. Our claim will be excellent quality and professionalism but we certainly are not perfect. The client agrees not to hold Amazon Cleaning, LLC to a standard of perfection and allow for operation with very strong quality as the standard.
7. PERIODIC VISITATION SCHEDULING AVAILABILITY
Weekly and every other week visitations are available Monday – Friday depending upon schedule openings. Monthly(every 28 days) visitations are available Monday – Wednesday. The reason for this is monthly is that our every 4-week visits take longer to perform, we want to protect our customer service by never overbooking during our highest volume days of Thursday and Friday. We also reserve the right to charge the frequency of service fee appropriate for the time frame between visits to back you back on schedule since it always takes longer to clean a property the longer it is in between visits.
8. HOMEOWNER/RENTER ONLY BOOKING
Only the owner or renter of the home can book, pay, and inspect the job, one account holder per home as designated contact. The family member who is the authority on cleaning is the one present for the in-home estimate handle communication with Amazon directly.
9. CANCELATION POLICY
Please remember that we do have a 48 hour cancellation notice policy. If you need to change or cancel this appointment we ask that you please contact our office immediately. The cancelation fee is $50.
10. REFUND POLICY
Please remember that this is a non-refundable service. If the customer is not happy with the service, we do a final inspection at the end to make sure that you are satisfied. Customer is required to contact us within 24 hours if they are not happy with the service and we will send the crew back to re-clean. Please note, we do not offer refunds for services.