Eco Clean Madison Service Policy

Here is our service policy. Please take time to read through it to make sure we are right for your house cleaning needs!

For a great experience here is what you need to know!

  • Cleaning Supplies:  We bring all the cleaning supplies and equipment.
  • Arrival Window:  We ask that you please allow us a 2 hour arrival window for all cleanings. For example if you choose 8:00AM – 10:00AM, that is the 2 hour arrival window in which we may arrive.  Our crew will call when they are on their way.
  • ** Cleaning Time: The first cleaning is quoted based on a normal home condition.  If your home requires special attention we will either need to extend our time at an hourly rate or prioritize our cleaning.
  • Late Cancellations:  For all recurring cleanings a $50 fee will be charged if our technicians are unable to access the home or there is a cancellation within 48 hours of your appointment.  For all one time cleanings a$100 cancellation fee will be charged if the technicians are unable to access the home or there is a cancellation within 48 hours of your appointment.  We reserve the right to refuse cleaning of your home if we encounter anything that could cause danger to our technicians.  This could include but is not limited to: mold, hoarding, abnormal buildup, etc.
  • You must report any problems within 24 hours in order to take advantage of our 100% satisfaction guarantee.

Terms of use

1.Standard Cancellation Fee:
Eco Clean Madison LLC will assess a $50 cancellation fee if a repeat clean is cancelled any time within 48 hours of your appointment. For one time cleans, a $100 cancellation fee will be applied for cleans cancelled within 48 hours of your appointment.  Please be sure to provide entry instructions if you will not be home.  We reserve the right to charge our standard cancellation fee for all lock-outs.

2. Cleaning Supplies / Equipment:
Eco Clean Madison LLC provides products and nearly all equipment required for cleaning your home. It is required that your home has running water and working electric outlets.  We reserve the right to charge our standard cancellation fee if we are not provided with running water or electricity.  Our technicians are not allowed to climb past the second step of a step stool.  If you would like us to use specialty products (e.g., simply green, stainless steel cleaner, sponge mop), please leave it out and include this request in your special account instructions. We are not responsible for ANY damage caused by cleaning products provided by the customer. We will not use bleach in your home under any circumstances.

3. Cleaning Guarantee:
Our work is done to demanding specifications and we will provide a 24-hour guarantee. This guarantee covers any work under Maintenance Housekeeping for ongoing service OR under Full-Service Housekeeping on an initial or move out service. This only applies to whole home cleanings and NOT hourly services. It is your responsibility to notify the company of any problem within this time period; a phone call, email, or satisfaction survey response will be sufficient. We will come back to your house for an inspection and correct the problem as soon as our schedule allows. We will make every effort to be reasonable, but your house will not be re-cleaned if there is evidence family members, contractors, or pets dirtied newly washed floors, mirrors, etc.

4. Confirmation:
Booking a service online doesn’t guarantee you a spot for that date/time. Your booking is not confirmed until you have received a confirmation email.

5. Price & Time Adjustments:
If the pricing calculator underestimates the price of your cleaning and the condition of your home is worse than predicted we do have permission to either adjust the price or refuse the service. You will be notified by our technicians or by our management if they do not have time to complete the cleaning in the time allotted via our confirmation phone call. You will have the option to either have them prioritize the areas you would like or to extend the cleaning at our hourly rate.

6. Breakage:
We have been trained in the proper and safe handling of items in homes. Unfortunately, accidents still occur occasionally. If this happens, you will be notified by our technician, or left a note, and given a phone call.  Reimbursement will be made up to $100 with a copy of your replacement receipt or a quote on replacement for a similar item. Items which cannot be replaced due to sentimental or antique value should be reported to Eco Clean Madison LLC BEFORE service begins. We reserve the right not to touch an item. Reimbursement for items over $100 may be handled by our insurance company.  All damage must be reported within 24 hours.  We will contact you after notification.  If we do not hear from you within the next 30 days we will assume you do not want to have us resolve the issue and the situation will void.

7. Theft
The best protection is precaution. Please DO NOT leave out any money or valuables which could be lost or taken. When we find valuables left out we will clean around them. You are protected from theft by a Janitorial Bond. If a theft is suspected, our bond requires that you file a police report with your local authorities before contacting Eco Clean Madison LLC.

8. Direct Hiring of Our Cleaning Technicians.
Eco Clean Madison LLC invests heavily in procurement to find quality cleaners. Hiring OUR current, Ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $500.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by us within the 2 year period prior to such employment. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info is considered part of this breach.
Unless complying with all laws; direct, unreported or inappropriate employment practices are illegal. You acknowledge being informed that Eco Clean Madison LLC is obligated to report illegal hiring activities. In fact, anyone may report this to the proper Government and Judicial authorities so investigation ensues. Implication, complicity or withholding knowledge of illegal activity is not only prosecutable by Eco Clean Madison LLC (when applicable), but also by United States Federal and Local Laws.

9. Employee safety.
Eco Clean Madison LLC reserves the right to remove its cleaners from your home should the environment become unsafe, i.e hazardous build up, mold, clutter, our cancellation policy will apply.

10. Pets.
We will gladly work around pets. If your pet becomes anxious or presents a safety concern, Eco Clean Madison LLC reserves the right to remove its cleaners from your home. If a cleaner leaves your home prior to completion, Eco Clean Madison LLC will charge you a pro-rated expense based on work performed. If removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.

11. Right to Refuse Service
Cleaning Technicians have the choice to leave upon arrival if the home is in extreme condition or feel unsafe or is in very hazardous condition. If you book a cleaning online that is not reasonable, such as a cleaning up after a large party, mold, abnormal clutter build up,  the cleaners may refuse service on the spot and you will be charged the standard cancellation fee.

12. Clutter.
We require all non-decorative items to be picked up off of the floor and furniture that is not normally used to store items.  Our rule of thumb is that the cleaners have 60 seconds to organize in each room or they are to pile any clutter in one are and clean around it. WE DO NOT CLEAN UNDER CLUTTER.

13. Dishes.
Some cleaning companies will not touch dishes.  Eco Clean Madison LLC policy is to not clean dishes.  However if requested we can include this service.  It takes lots of time away from cleaning and will likely result in us having to prioritize our clean and not finish the entire home.  We are not able to put your dishes back in any cabinets.

14. Refrigerator/Freezer Cabinets/Drawers

Eco Clean Madison LLC offers these services, but we require that refrigerators and freezers, cabinets and drawers are emptied and ready to be cleaned. If not we will skip these add ons.

Windows.

Please make sure all windows are open to reach and are not blocked by furniture. We will skip windows if we can not acsess them.

15.  Large and Heavy items.
For safety and liability reasons, Eco Clean Madison LLC will not allow its Cleaning Professionals to lift or move heavy items or furniture.

16. Satisfaction Policy:
Eco Clean Madison LLC cannot guarantee the results of mini-blind, grout, chandelier, or vaulted ceiling fan cleaning. Mold remediation is a specialty.Eco Clean Madison LLC does not provide mold remediation and cannot be liable for any mold related risks in client home. Eco Clean Madison LLC does not assume responsibility for the restoration of severely worn, stained or mildewed caulking and grout. Eco Clean Madison LLC does not assume responsibility or old floors, cabinets, or anything that needs to be repaired or replaced. We clean these items, we can not restore them.

17. Parking:

We ask for a refund on any metered parking or parking garage. If you provide a spot for us and we get a parking ticket, we do ask you compensate us for the parking ticket. If in a situation we get our vehicle towed due to a spot you provided for us, we ask you compensate us for those fees as well.



 
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