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Got Cleaning Services - Client Communication and Service Agreement

At Got Cleaning Services, we believe clear communication is essential for a smooth and professional experience. Below are our policies to ensure transparency, efficiency, and high-quality service.

1. Response Time Policy

• Our business hours are:
  Monday – Friday: 8:30 AM – 6:00 PM
  Saturday: 10:00 AM – 5:00 PM

• We strive to respond to all client inquiries within 24 hours during business hours.

• Messages sent outside of business hours will be responded to on the next business day.

2. Service Confirmation Policy

• Clients will receive a service reminder via text or email 24 hours before their scheduled cleaning.

• Clients are not required to respond to confirm their appointment unless they need to cancel or reschedule.

• If no communication is received, we will assume the appointment is still active.

3. Payment & Invoice Policy

• Payment is due at the time of service unless other arrangements have been made.

• Invoices will be sent via email or text, and payment must be made by the due date to avoid a $15 late fee.

4. Client Feedback & Complaint Resolution Policy

• We encourage feedback to ensure we provide the best possible service.

• If a client is unsatisfied, they must notify us within 24 hours after service completion so we can address the issue.

• Refunds or re-cleaning will be assessed on a case-by-case basis.

5. Access & Entry Policy

• Clients must provide clear instructions on how our team will access the property (e.g., key, code, someone home).

• This information will be securely stored in the Job Notes section upon scheduling.

• If we arrive for a scheduled service and cannot access the property due to a lack of entry instructions, a $100 service charge will apply.

• In the future, we may require all clients to provide access via keys or entry codes for scheduling efficiency.

6. Weather & Emergency Policy

• In case of severe weather or unforeseen emergencies, we reserve the right to reschedule appointments for safety reasons.

• Clients will be notified as soon as possible in the event of cancellations due to emergencies.

 

7. Scope of Work & Additional Requests Policy

We follow a detailed cleaning procedure checklist for all standard cleanings, which includes:

Cleaning Procedure Checklist

✔ Dusting: Ceiling fans, furniture, window sills, and behind hard-to-reach places, walls, ceilings.
✔ Surfaces: Wiping down furniture, countertops, kitchen surfaces, and bathroom fixtures.
✔ Bathrooms: Mirrors, toilets, sinks, and showers are cleaned and polished.
✔ Floors: Vacuuming and mopping all areas, including under furniture and kitchen cabinets.
✔ Deeper portion: Baseboards, cabinet fronts, door frames, wall fixtures, blinds, light switches light fixtures.
✔ Move-In/Move-Out Cleaning: Includes inside cabinets, fridge, and oven.

Extra Services (By Request Only):

• Fridge Interior Cleaning (must be requested 2 weeks in advance).

• Inside Oven Cleaning (must be requested 2 weeks in advance).

8. Pet & Home Safety Policy

• We love pets and are happy to work in homes with animals. However, for safety reasons, pets should be secured in a designated area during cleaning.

• Exception: If your pet is extremely friendly and non-disruptive, they may remain out during service.

9. Client Privacy & Confidentiality Policy

• We respect client privacy and ensure all personal information remains confidential.

• Our team will not disclose any client information or discuss details of a client’s home outside of business operations.

10. Referral & Loyalty Program Policy

Referral Program:

• Refer 3 people who book and complete a cleaning, and you’ll receive one free cleaning as a thank-you!

Loyalty Program:

• Clients who maintain recurring service for 2 years will receive one free cleaning as a reward for their loyalty.

11. Cancellation & Rescheduling Policy

Cancellations:

• Clients must provide at least 48 hours' notice for any cancellations to avoid fees.

• Late Cancellations (Less than 48 Hours’ Notice):

  • First & Second Occurrence: No penalty.

  • Third Occurrence Within a Calendar Year: A $50 upcharge will be applied to your next scheduled service.

  • Any Further Occurrences: A $10 permanent increase will be added to your service price.

Rescheduling:

• Clients are allowed up to three (3) reschedules per year without penalty.

• After the third reschedule, we will work with you to find a more suitable service day.

• If excessive rescheduling continues despite adjustments, a $10 upcharge will be added to your recurring service price.

We appreciate your understanding and cooperation in helping us provide reliable, high-quality service. If you have any questions regarding these policies, please reach out to us.

📧 Email: admin@gotCleaningservices.com
📞 Phone: (803) 448-8331

Got Cleaning Services
Professional Cleaning You Can Trust!