Eco Clean Madison Service Policy

Eco Clean Madison wants to get the job done right, so we are honest before we start cleaning. Here are things that can happen before, during and after your cleaning.

Cleaning Supplies:  We bring all the cleaning supplies

Arrival Window:  We ask that you please allow us a 1 hour arrival window from the time you choose.

For example if you choose 10:00AM, your start time is between 10AM-11AM  We will contact you when we arrive, but please make sure you are looking out for us around your start time.

** Prices: The “standard” cleaning is quoted based on a normal home condition.  If your home requires special attention such as a deep clean,  we will either need to extend our time at an hourly rate or prioritize our cleaning based on the details of your home. We will inform you before any changes are made.

Late Cancellations:  For all recurring cleanings, you have UP TO 2 times for less than 24 hour cancellation, after that there will be a $50 charged if our technicians are unable to access the home and if we can not reach you. Cancellations of one time cleanings within 24 hours or less than that will result to a charge of 50% of the cleaning scheduled.

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 200% satisfaction guarantee.

1.Standard Cancellation Fee:

Eco Clean Madison LLC will give UP TO 2 grace passes for repeat clients on same day or less than 24 hour cancellations. After that, a $50 cancellation fee will be charged.  For one time cleans, a 50% charge of the price that the cleaning was, will be applied for cleans cancelled within 24 hours of your appointment or less.  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.

  1. 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 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 prefer us to use your personal cleaning products or equipment such as a vacuum or 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 or ammonia in your home under any circumstances.

 

  1. 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 or email is best. We will come back to your house for an inspection if agreed upon and correct the problem as soon as our schedule allows. We will make every effort to be reasonable to unfortunate situations,  but your house will not be re-cleaned if there is evidence family members, contractors, or pets dirtied newly washed floors, mirrors, etc. We DO NOT clean walls.

 

  1. 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. Days and availability can be subject to change due to unfortunate circumstances. We will resolve these issues ASAP.

 

  1. 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. Any cleaning that will exceed time quoted will have the option to either have tasks prioritized to the areas you would like or extend the cleaning at our hourly rate OR extra add-ons will be added if we will exceed the time.  Whichever is appropriate to the situation.  

 

  1. 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 $150 with a copy of your replacement receipt or a quote on a 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 $250 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.

 

  1. Theft

The best protection is taking 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. If a theft is suspected, our bond requires that you file a police report with your local authorities before contacting Eco Clean Madison LLC.

 

  1. 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 from the cleaner 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. 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.

 

  1. Cleaner safety.

Eco Clean Madison LLC reserves the right to remove its cleaners from your home should the environment become unsafe, our cancellation policy will apply.

 

  1. Pets And Pet Fee

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.
Our pet fee will be added to homes that have pets but was not disclosed beforehand. This DOES include move in/out cleanings.  

 

  1. Right to Refuse Service

Cleaning Technicians have the choice to leave upon arrival if the home is in extreme condition that includes mold, bugs, mice, urine or feces related cleaning, or feel unsafe/threatened. If you book a cleaning online that is not reasonable, such as a cleaning up after a large party, hoarding, or extreme neglect, the cleaners may refuse service on the spot and you will be charged 50% of the cleaning

 

  1. 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 area and clean around it. OR the price can and will be adjusted.


  1. Dishes.
  2. 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 for an additional fee.

 

  1. 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. Please pull out appliances and move any furniture PRIOR to the cleaning day.

 

  1. 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, urine or feces  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. This includes split wood floors and cabinets. If your home has been neglected, we will do our very best to get it clean, but we can not restore areas that have been neglected.  We DO NOT clean walls.

  1. Parking:
    We charge a $10 parking fee for homes downtown where a free parking spot cannot be provided.

17. Inside of appliances:

If inside your refrigerator and oven exceed the average condition, the”inside oven and “inside refrigerator” extras will be added due to exceeding time.

 


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