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Terms of Service

Clean Homes DMV Terms of Service provides our expectations for our clients. 

First Cleaning

Consider adding a deep clean to your service when you book with us.  Clean Homes DMV may require that your first professional cleaning service with us include a deep cleaning service as an add on to your standard cleaning.  When our cleaner arrives, they will conduct a walkthrough of the home/office to scope out their cleaning process, but also to determine whether a deep cleaning may be in order.  If they do, we will be in touch with you to authorize a deep cleaning add on service before proceeding with your home or office cleaning. Deep cleanings are required to be added onto your cleaning service if your home or office has not been professionally cleaned in over 45 days or has extra dirt, grime, or build up than a home that is professionally cleaned on a regular basis.  The deep clean includes services such as extra dusting, including wiping down blinds and baseboards; disinfection of light switches, door knobs, and door/window frames; and extra time and cleaning treatments on surfaces, especially sinks, tubs, and showers. Homes and offices that are in need of deep cleanings take more time to clean, and we must account for that during the booking process.  If you do not book a deep cleaning, our cleaner may not be able to spend the extra time that is needed in order to get up extra dirt, grime, scum, stains, and other debris in your home or office.  

Getting Ready for Your Cleaning

Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. To avoid potential breakage, we will not clean heavily cluttered areas (shelving, countertops, etc).

 

Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We often handle things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean (we generally do not clean inside curios, china cabinets or clear wet bar shelves).

 

Clients must ensure that their home or office is equipped with running hot water and electricity prior to the cleaner’s arrival.  

 

Payments

Payment for cleaning services are made through credit card.  A valid credit card must be on file in order to schedule services. We utilize Stripe to secure and process your credit card information.  After we confirm your booking, we place your credit card on hold.  After the cleaning service has been completed, we charge your credit card.  

We pride ourselves in giving superior service to our clients. We go above and beyond to make sure you are completely satisfied with your cleaning service. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you.

In the event a payment arrangement was made and an invoice was sent, Clean Homes DMV may charge a late fee for any amounts which are not paid when due. The late fee will be 10% of the subtotal each month the invoice is not paid. Customers shall also be responsible for all costs of collection (including reasonable attorneys’ fees) to collect overdue amounts.

Recurring Services and Cancellations 

Scheduling a recurring service ensures that you receive a discounted rate.  You will be charged the regular rate for your first service, and then will receive the discount on the recurring services.  Any gaps in a recurring service MAY increase your rate if additional time is needed in order to bring your home back to maintenance level. A cancellation fee of 25% of your booking will apply if you do not cancel 24 hours before your scheduled cleaning.  

If you need to cancel or reschedule your cleaning service, please do so 24 hours before your scheduled cleaning. Please consider our scheduling/preparations and that we are reserving a time slot for your cleaning. A fee of 25% of your booking will be charged for cleaning appointments that are not canceled/rescheduled 24 hours before your scheduled cleaning.

Valuables

Should you decide that you would like us to clean items within curio cabinets or items of monetary/sentimental value, the following release of liability shall be in effect:

Client hereby releases Clean Homes DMV from all liability arising out of cleaning these items. Client understands that he/she is completely responsible for repairing or replacing any damaged item or items even if Clean Homes DMV may have caused the need for repair or replacement

Service Limitations

a) We do not climb higher than a 2-step ladder

b) We cannot move furniture over 15 lbs but will try to reach a visible place with an extension duster

c) If an area in the home is considered or has the potential to be considered a bio-hazard, that area will not be cleaned (emptying/cleaning cat litter boxes, human/animal excrement, etc).

It is to the clients advantage to have the home picked up as much as possible allowing us to be able to get to all areas so that we can optimize your cleaning. Clean Homes DMV provides light straightening of the areas that we clean. If such areas/surfaces are cluttered at the time of cleaning, your team will clean around those areas and you will be notified.

Entry to Homes

1) Client may be home during their selected arrival window to let the cleaners in/out of the home. If no one is home when the cleaners arrive, a cancellation fee of 25% of your booking will be charged.

2) If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the cleaners to gain entry, the client releases Clean Homes DMV from all liability that arises from damage made before or after the cleaners leave the premises. The client understands that they will be responsible for any damages that are caused before/after their scheduled cleaning team.

Clients may contact their alarm company and have a house cleaner code issued in lieu of disarming their security alarms.  Clean Homes DMV will not be held responsible for any alarm systems. Clients should provide any special instructions for deactivation/activation of any alarm systems.

3) Client may leave a key with a concierge or other trusted individual responsible for letting the cleaners in/out of the home.  If the cleaner is unable to access the home, a cancellation fee of 25% of your booking will be charged.  

Price Increases

Clean Homes DMV reserves the right to adjust service rates at any time.  

Employee Solicitation

When entering into an agreement for services with Clean Homes DMV, you agree not to solicit for hire any cleaner introduced to you by Clean Homes DMV for any cleaning services. If you are found to have solicited one of our cleaners, please be advised that our referral fee is $2,500 payable to Clean Homes DMV immediately upon employing our cleaners for any services to your home/ business. Your cleaner(s) will also be immediately terminated from working with Clean Homes DMV.

Digital Media

We respect your right to privacy.  Occasionally we like to take before and after pictures of our work in your home or office. These pictures are used for cleaner assessments, proof of performance, as well as company promotion. Interior images will be focused on the area that we have cleaned to demonstrate our cleaning services.  Images may also focus on any damage we may find and will not be focused on personal property unless it was damaged and required by our insurance to process a claim. By booking our services, you consent to our use of before and after pictures of areas we have cleaned in your home or office in advertisements on places such as our website, Facebook, Instagram, Yelp, Google, etc.  At no point will any picture include images of any person living or working in the home or office. If you do not want pictures taken of work areas in your home or office please notify us when you schedule your cleaning.

Tipping

Gratuity is not required but is always appreciated for a job well done. 10 – 15% is the general rule of thumb.  If you are happy with your cleaning and choose to leave gratuity, you may do so by leaving the tip at your home on cleaning day in a clearly marked place, giving it directly to your cleaner, or emailing us at support@cleanhomesdmv.com or calling us at (202) 449-8113 to have your tip added to the credit card charge for the payment.  We will ensure that your cleaner receives the tip.  

Health and Safety

Due to health and safety reasons, we are unable to clean up mold, human, pest (flea and rodent infestations, etc.) or pet waste and bodily fluids. We can recommend a company that is equipped to handle these situations. If we come into a home that requires this type of cleaning we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue.