Michelle’s Home Cleaners Service Agreement and Policies
- Who we are: Michelle’s Home Cleaners is locally owned and operated by Michelle Ganzman and teams of the best quality cleaners, managers, and customer service reps. It is our mission to be The Most Trusted Cleaners in America. Trusted to get the job done right consistently, to protect your home, belongings, and privacy, and to fill your home with positive energy!
- Communication: We appreciate any feedback, positive or negative. Feel free to call, text, or email if you have any questions or concerns. It’s best to let us know asap to we can fix the problem or make sure we do more of something you like.
3. Our Teams: We try to send the same team to your home each time. When we are not able to, at least one of the original cleaner will be there, or specific notes will be on your file to insure you receive the same personalized clean.
- Office Hours: Mon.-Fri. 8am-4pm Voicemail and texting available for afterhours messages.
- Equipment and Supplies: We provide vacuums and cleaning supplies. If you’d prefer to supply specific products or personal vacuum, let us know.
- Quality Control: After each clean you will be emailed requesting your feedback to make sure you get the highest quality clean every time. Also, our cleaners learn, grow, and are rewarded by your responses.
- Arrival time: Our teams generally clean homes between 8am and 5pm. Occasionally they may need to stay past 5pm to complete the job. The scheduled start time is approx., we will call to let you know if the team will be arriving more than 30 minutes earlier or later.
- Keys: Most customers hide a key, use a lock box or code if they are not home to let us in on the day of the clean.
- Clutter/Excess Trash: If there is any clutter in the area that we are supposed to clean we will not be able to clean that area. This includes excess on counters, overflowing trash cans, dirty dishes, toys or clothing left on floor.
- Safety: Insurance and safety issues prohibit our teams from moving heavy objects, standing on anything larger than a 2-step ladder, and cleaning or touching blood. This includes used feminine hygiene products that are not in the trashcan. We also cannot clean any homes with pest infestation.
- Home Utilities & Temperature: Water, electricity and comfortable temps (65-70) must be available for us to clean.
- Pets: If you have pets, we ask that they are kept in a different area than the cleaners so that we can guarantee the clean. For sanitary and safety reasons our teams are not permitted to clean in flea infested homes or pick up animal waste. We will also not clean if the team feels unsafe around the pets.
- Recurring Cleans: When agreeing to your schedule that works best for you please mark your calendars as a reminder to expect we will call/text to request any changes if necessary. If you don’t hear from us we will be there as scheduled. If you need to reschedule any dates we usually continue on any future date that we already have scheduled for you.
- Rescheduling: There may be times that we will need to reschedule, due to weather, holidays, team availability. Your understanding and cooperation are greatly appreciated. If the customer needs to reschedule more than a week later than original appointment, the price will be increased by 25%, as this is the discount given for more frequent cleans
- Payment Policy: A credit card on file is needed to schedule first appointments. You may choose to pay with another form on the day of cleaning. Payment is due on the day of the clean. We accept Cash App, Venmo, cash, check or credit.
- Late Fee: If no payment is made on the day of the clean, a $10 fee will be charged.
- Returned Check Fee: A $25 fee will be charged for any checks returned by the bank.
- Cancellation Fee: If a clean is canceled with less than 24hrs notice a 20% of clean price fee will be charged.
- Lockout Fee: If the team is unable to enter the home due to customers fault (key not left, door locked, animal left out, or cancelation upon arrival) there will be a 50% of clean price fee charged.
- Collection Fees: In addition to any amounts owed to Michelle’s Home Cleaners, you agree to be responsible for collection and attorney fees we incur to bring account current.