Service Policy
100% Satisfaction Guarantee: We do our best to meet or exceed your expectations. If you’re not satisfied with the job we did, please notify us within 24 hours of service completion, and we’ll return and complete the job to your satisfaction.
Good Communication: The best way to assure that you receive excellent service, is to let us know how you’d like us to improve or what you’d like done differently. Feel free to call or email us at any time, and we’ll make sure that your concerns and requests are taken care of.
Preparation for Your Appointment: We don’t require that you prepare for our visit by straightening beforehand. We’re glad to do the picking up for you. If you expect us to be doing much picking up, please let us know when you schedule service. Otherwise, it may reduce the time spent on other cleaning tasks.
Payment: All clients must pay for their service in full with (cash,check, zelle ,venmo,square or online payments at the time of their appointment. All cash or checks payments must be sitting out in a visible area (table,desk,counter top) at the time the cleaners arrive. If payment (cash/ check) are not there,we will at that time contact you and inquire about payment for cleaning. If payment can not be received then cleaning can't take place,it will be handled as a Cancellation & Lockout. Bounce check fees are $35.00
Cancellations and Re-Scheduling: Please provide at lease 48 hours' notice when cancelling an appointment. If we receive less than 48 hours' notice, you will be charge 50% of your cleaning rate. If we receive less than 24 hour notice, you will be charge a flat rate of $93.00 cancellation fee If you are a recurring client with a weekly or bi-weekly account and cancel 2 or more times in a row, we reserve the right to charge the full cost of the appointment. This is to help cover our staff's mileage, wages and travel cost as well as the wasted appointment. If you are a monthly client and cancel your monthly appointment, your next scheduled appointment will include an additional rate of 50% of full cost, this is to cover additional time needed to clean. If Klassy Touch cancels for any reason this policy does not apply.
Estimated Arrival Time: We’ll give you an estimated window of arrival. Our staff will call to let you know if they’re significantly off schedule (more than a half hour early or late). While we schedule for travel time, we can’t control traffic conditions, and earlier clients’ appointments may take more or less time than scheduled, or be cancelled.
You may request a “first appointment of the day”, and we’ll accommodate you if available (even with these, traffic sometimes trips us up!). We’ll also try to accommodate requests for “not before” or “not after” a specific time. You don’t have to be home to receive service, as long as you provide for entry.
Keys and Entry: If you will not be home during cleaning appointment, please be sure we can enter your home, either by providing us with a key, or code entry. If we arrive for scheduled service and unable to access your home a $93.00 LOCK OUT FEE will be charged and will need to be paid before the next scheduled cleaning.
Duration of Regularly Scheduled Appointments: Each cleaning service has a minimum of 2 hours for basic cleaning and 4 hours deep cleaning with 1 cleaner. There is a minimum of 2 hours for deep cleaning when it's 2 or more cleaners. The amount of time spent cleaning may vary from appointment to appointment. It is required to schedule extra time before hand if you are needing more time than the minimum time allotted. If by any chance we are spending more time than we scheduled then fee will be added to your bill or an additional session may be scheduled. There is a strict schedule that we must adhere to and this is simply to ensure that every customer receives satisfactory and timely service. We'll contact you, to come to a mutual agreement and schedule your appointment appropriately.If you like to add or remove a cleaning task, please contact office, so that can adjust the time and fee accordingly. You're always welcome to prioritize tasks for your cleaner(s).
Our Cleaning Staff DOES NOT:
Safety Precautions – Please do not ask our staff to
- Remove our shoes or use shoe covers. We are required by federal law to wear slip-resistant shoes at all times.
- Use ladders other than the small step ladder we provide, or climb up on any furniture. Our staff carries extension poles to reach high areas.
- Clean/Shampoo carpet
- Wash walls (we spot clean only)
- Lift or move heavy items over 20 lbs
- Any insect infestation
- Clean up human or pet waste, blood or bodily fluids.
- Restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrive. Otherwise we may not be able to provide service, and you may be charged a late cancellation fee.
Tipping: Tipping your cleaner(s) is optional and always welcome. Tips may be given directly to your cleaner(s) or added to your check. Regularly scheduled clients: Extra tips for vacation cancellations (this may leave a gap in your regular cleaner’s schedule) and end of year monetary gifts are common.
Breakage or Damage: We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the office and to you if you’re available. If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. We do not take responsibility for damage not reported within this time frame.
Except for cases of intentional damage, Klassy Touch Cleaning Service total liability for other property damage is limited to a refund of the amount paid for the cleaning service rendered on the date that the damage occurred. Lotus Cleaning Services, at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. Klassy Touch Cleaning Service will choose the method, manner, and person or persons to perform or supply such repair or replacement.
You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning these items or for damage to them if they have not been pointed out to us.
We cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had prior damage.
Suspected Theft: We screen our staff carefully upon hiring. Theft by household workers is rare, and usually items believed to be stolen are eventually found in the home. Most people are honest, however we can’t guarantee that theft will never happen, and we want to assure you that we’ll cooperate in any way we can in the event that you suspect that our staff has taken something from your home. If you suspect a theft has taken place:
- Contact us immediately so that we can talk with our staff. They may have seen the item, or the conversation may give us additional useful information.
- Search your home carefully.
- If you conclude that the item has been stolen, we urge you to contact your local Police and request an investigation.
- We’re bonded, and our Janitorial Bond will cover stolen items if the person responsible is found and convicted.
We know that the police frequently do not follow up on this sort of report, so we strongly urge, as a precaution, that you keep your valuables out of sight and in a safe location.
Holidays: We don’t provide service on the following holidays. If you have a cleaning appointment scheduled on these days, please call to re-schedule.
Christmas Day (12/25)
New Years Day (1/01)
Memorial Day
Independence Day (7/04)
Labor Day
Thanksgiving Day
Contact Information:
To ask questions or concerns about our company policies, please feel free to contact us @770.283.1240 or send an email to: info@klassytouch.com