Eco Clean Madison Service Policy!

Our Customer's Satisfaction is Our Priority

A message from the owner/operator Jessica:

If you have any questions or concerns about these terms and conditions, please contact us immediately. Our team at Eco Clean Madison is dedicated to providing professional cleaning services and we take pride in our business. We will make every effort to ensure your satisfaction. Thank you for your trust in our company.

Our satisfation guarantee
Our satisfaction guarantee offers you peace of mind. If you are not satisfied with our service, we will make every effort to rectify the situation or offer a re-clean. However, please note that refunds are not available. Re-cleans are only offered if you notify us in writing, (text or email) including pictures, within 24 hours of the appointment. Re-cleans will not be offered if you requested a standard cleaning, but required a full or partial deep clean and declined to add additional time.

Our work is done to demanding specifications and we will provide a 24-hour guarantee. 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, text or email will be sufficient. You must have documentation. 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, areas clearly dirtied after we left. OR if you did not communicate specifications in our customer comment section. Although we have a 200% satisfaction guarantee, we do make mistakes and may miss small details. Please be thorough in your specifications or give us a call. What is important to you is important to us.

 

Understanding Our Rates

All services are generated in our online booking form. Prices are based on Number of Bedroom And Bathrooms listed (half baths included) plus any additional add ons, along with 1 living room, 1 kitchen, 1 dining space. Any additional room or living spaces that are not bedrooms will be charged as an Extra Room. Rooms not added or specified will not be cleaned. 

Since Eco Clean Madison does not perform a walk-through to verify the size and condition of the home before service, our prices are based on certain assumptions about the accuracy of the information provided on the booking form, (inlcuding any extras) as well as, the level of cleanliness and the amount of time/effort required to clean the home.

We recommend that you indicate "Partial Deep Clean OR “Full Deep Clean” if your home has not been professionally cleaned in the past 3-6 months.  We reserve the right to add this fee upon arrival to cover additional time for extensive tidying/organizing, labor-intensive scrubbing, excessive pet hair, an excessive dust and grime build-up in the bathroom, kitchen etc. unless YOU specify otherwise. We will consult you at the time of the cleaning. If you chose not to add on deep cleaning extras you are not eligible for a re clean.

Based on your estimated cost of the cleaning before sales tax, and with any extra add ons will determine how many hours your cleaning is quoted. All standard cleanings are $60/hr, Partial Deep cleans are $70/hr, Full Deep Cleans are $75/hr, and Move in/Move out cleanings are $80/hr and up. We take the cost of the cleaning before tax and divide that total by the hourly rate of the service you selected.

We will contact you 1 day prior to your cleaning and let you know your estimated length of cleaning. 

During your cleaning- You will have the option to add extra time if we recommend it. (Any amount of time suggested outside of your original estimated time) If we recommend adding an additional half hour or hour(s)and you refuse, you will not be offered any re-cleaning if you are dissatisfied.

Any extra tasks such as inside oven, inside the refrigerator, freezer, cleaning of windows, blind by hand, extra sets of stairs, basedboards, pets, shower doors etc all require extra time and will be charged in addition to the standard cleaning service. This will let us know to schedule the appropriate amount of time for the cleaning.

If refrigerators/freezers, or cabinets and drawers are not emptied we will either add time to empty, or deny the request. 

Access to home/lock out and entry instructions

In the winter for the safety of our crew, we request that the pathway to walk into your home (driveway, stair etc) is clear of snow or ice. If street parking is unaccess

If our crew is unable to gain access to your home at the time of the appointment due to the Client’s actions or inactions, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the job site due to actions by the Client, guests, or pets on the premises, then the Client will remain liable for the full cost of the service.

You must leave clear entry instructions. Keep in mind we require you to be flexible to let us in.

You do not have to be present during the entire cleaning, if you or anyone else is, we ask that you respect our time and stay out the way as much as possible.

Health hazards and denying service

Eco Clean Madison policy on human/pet discharge/garbage accumulation: Cleaning teams are not trained or equipped to handle these types of contamination and may risk getting sick. Cleaning teams are not allowed to clean areas contaminated by human/pet discharge or hoarding/trash build up. Cleaning cannot be done while pest control spray is fresh or if there is a pest infestation (e.g. garbage build-up, mouse droppings, insects). Clients should inform Eco Clean Madison of any situations listed above OR if someone is ill at the property so precautions can be taken or the cleaning can be denied. 

We do not specialize in post party clean up or hoarding/trash/infestation clean up. We have the right to deny service.

What don't we do?

We do not take trash with us. Please have a place for us to dispose trash and leave a trash bag out if possible. 

We do not move furniture. If baseboards or windows are blocked by furniture, you are responsible for clearing the area otherwise we will skip it. If you need help with moving something please ask and we will see if we can accomodate your request. We can not clean under beds, or couches unless you are there to move these. 

We do not clean litter boxes, do laundry, dishes, outside patios, or unfinished basements. 

We do not declutter or organize personal items. Please make sure things are picked up off the floor so we can perform our job efficiently and thoroughly.