1. GUARANTEED ACCESS
To enhance the convenience and autonomy of our clients, we kindly request that guaranteed access arrangements be made for our cleaning crews. Clients are encouraged to organize access through methods such as a combination lockbox, a hidden key, a garage door code, or other suitable means ahead of time. This approach enables us to optimize our service and provides our clients the freedom to go about their day without waiting for our crews. We prioritize quality over speed and, as a result, our appointments may sometimes run later, ensuring thorough and meticulous service.
2. ARRIVAL TIMES
Our commitment to providing the highest quality service may affect our ability to offer specific arrival times. Various factors such as traffic, weather, prior appointments, and other potential delays can impact our scheduling accuracy.
For daily appointments after the first of the day, please note that they are contingent upon the completion of previous appointments. The initial cleaning of the day is consistently scheduled to start between 8 AM and 8:30 AM, exclusively available for weekly or bi-weekly services from Monday through Friday. Subsequent appointments have an approximate arrival window between 10 AM and 3:30 PM.
We do not provide estimated arrival times in order to maintain our focus on delivering top-notch service. Rest assured, we will go to great lengths to meet our daily appointment commitments without compromising the quality of our service.
3. QUALITY CHECKS
The customer acknowledges and agrees not to conduct inspections until the cleaning crew has completed the appointment. Our procedure involves each crew member meticulously reviewing their colleagues’ work at the conclusion of the appointment to guarantee a high-quality service. Therefore, should the customer wish to inspect the work, they commit to doing so at the end of the appointment, rather than during it. Furthermore, as part of our commitment to delivering top-tier service, we conduct independent, random audit and quality checks to ensure that our performance consistently meets both our and your high expectations.
If any issues or concerns arise, the customer commits to promptly contact our customer service at 404-246-6550 within 24 hours to ensure a swift resolution. In cases of concerns about service quality, the customer agrees to allow their cleaning crew to return and address the matter within 2 business days. We request, without exception, that all such communications be routed through our office rather than directly with the cleaning crew. Our dedication to you is centered on addressing any issues as expeditiously as possible. Contacting our office also enables us to proactively enhance the quality of service for all our customers. Any comments or concerns that are mentioned after 24 hours, will be addressed until the next service date.
5. COMMUNICATION WITH CLEANING CREWS
The client acknowledges that all requests, suggestions, instructions, or scheduling preferences should be channeled through our customer service hotline at 404-246-6550 or at our customer service email. Our cleaning crews are trained to focus on their tasks and maintain a strong commitment to delivering top-quality service. To ensure optimal performance and to allow them to work independently without direct oversight, we encourage clients not to communicate directly with the cleaning teams.
There is one exception to this policy, which applies to the initial deep cleaning, where we welcome feedback and client involvement to fine-tune and tailor our service to their specific expectations and vision. Additionally, the same 2-person team may request replacement coverage for limited occasions, such as family vacation periods and sick days, allowing for continuity in service delivery.
6. CREWS SAFETY
The customer acknowledges that our cleaning crews prioritize safety above all else. Amazon Cleaning Personnel will not attempt any task that requires a step stool taller than 2 feet. To prevent damage to floors or potential injury, our personnel will refrain from moving any item weighing 20 lbs. or more. However, should our valued client choose to relocate a heavy item, we will gladly clean underneath it. For safety reasons, our teams are not authorized to remove their shoes or use shoe covers during the cleaning process.
7. REASONABLE MARGIN OF ERROR
The client acknowledges that while Amazon Cleaning crews are highly experienced and adhere to stringent quality control procedures, a small margin of error, approximately 1%, may exist. We implement advanced certification, continuous monitoring, positive reinforcement, and efficient routing to optimize our in-home cleaning services. However, it’s important to recognize that our crews, like all humans, may occasionally miss very minor details, even with senior-level experience.
Our commitment is to provide excellent quality and professionalism, but it’s essential to understand that perfection is not a realistic standard. Therefore, the client agrees not to expect Amazon Cleaning, LLC to achieve absolute perfection and acknowledges that our operation maintains a strong commitment to delivering high-quality service as the standard.
8. CANCELLATION/RESCHEDULING POLICY
We uphold a courteous approach in our operations, benefiting both our clients and our crews. Our commitments include:
- No Cancellation or Rescheduling Fees when our cancellation policy is adhered to.
- Assured Scheduling for your convenience.
- Dedicated Managerial Support to address any concerns.
To prevent sudden cancellations or rescheduling, we kindly request a 48-hour notice for any cancellations or rescheduling of appointments. This serves to:
- Promote the well-being of our cleaning crews.
- Ensure the smooth flow of our business operations.
Based on our experience, clients who provide guaranteed access, such as lockboxes or garage codes, tend to experience significantly fewer cancellations.
**Please note that a $75 fee will be applicable in cases of cancellations made without the required 48-hour notice.
9. SCHEDULING AVAILABILITY
We offer weekly and bi-weekly cleaning services from Monday to Friday, subject to availability in our schedule. Monthly visits (scheduled every 28 days) are accommodated on Mondays through Wednesdays. The rationale behind this schedule for monthly visits is that they tend to require more time for thorough cleaning. This approach is designed to safeguard our customer service by avoiding overbooking on our busiest days, which are Thursdays and Fridays. Additionally, we retain the right to apply a frequency of service fee that aligns with the duration between visits to help bring your cleaning schedule back on track. This is because it typically takes longer to clean a property when the time gap between visits is extended.
10. PRICING AND INTERVAL RATES
We reserve the discretion to implement a frequency-based service fee that corresponds to the time gap between cleaning visits, aimed at ensuring the maintenance of your cleaning schedule. This adjustment is necessary because, as a general rule, a longer time interval between cleaning appointments often requires more time and effort to restore the property to its desired condition. For instance, if you were to skip a bi-weekly visit, your subsequent appointment would be charged at the 4-week rate. This is due to the cancellation of the last visit, which now means that we are cleaning the property 4 weeks after the previous visit instead of the standard 2-week interval.
11. PHOTOGRAPHY AND ADVERTISING
a. Consent to Photography: By engaging our cleaning services, you grant the Company permission to photograph the interior of your property before and after the cleaning service. These photographs may be used for promotional or advertising purposes on our website, social media, marketing materials, or other advertising channels. We assure you that these photographs will focus solely on the cleaning results and will not capture any personal or sensitive information.
b. Client Anonymity: If you wish to remain anonymous or have specific areas or items excluded from the photographs, please inform us in advance, and we will honor your preferences.
c. Publication Rights: The Company retains the right to publish, display, or distribute these photographs as part of our promotional efforts. However, we respect your privacy and will not disclose your personal information.
12. LIABILITY AND DAMAGES
a. Pre-existing Damage and Wear and Tear: The Company shall not be held liable for any pre-existing damage, plumbing issues, or the wear and tear of everyday-use items in your property that were present before our cleaning service. We want to emphasize that we are not responsible for any plumbing issues, or the condition of items that have naturally worn out or were already damaged prior to our arrival.
b. Damage Caused by Our Cleaning Personnel: In the rare event that any damage is caused by our cleaning personnel during the course of our service, we will take full responsibility for addressing the issue. This includes repair or replacement of any damaged items or property. Our commitment is to ensure that you are not financially burdened by any damage directly caused by our cleaning team.
13. METHODS OF PAYMENT
Need assistance with payment? We provide multiple payment options for your convenience, with the requirement that payment is made on the same day as the service.
Our primary payment methods include checks and cash, both of which are accepted.
Additionally, we offer the option to pay with debit/credit cards. Please note that there is a 4% processing fee associated with card payments. While we prefer to help you avoid the processing fee, if you choose this method, please contact us at 404-246-6550 to facilitate the payment process.
In the event you forget to leave payment on the day of service, we kindly request that you mail your payment to us.
14. REFUND POLICY
Kindly bear in mind that our service is non-refundable. However, customer satisfaction is our priority, and we conduct a final inspection at the end of the service to ensure your contentment. If, within 24 hours of the cleaning, you find any aspect unsatisfactory, please notify us, and we will promptly arrange for the crew to return and address your concerns. It’s important to note that we do not provide refunds for our services.
The customer acknowledges that either party may terminate the service at any time without cause or dispute. In the event of termination, any outstanding charges must still be settled.