Michelle’s Home Cleaners Service Agreement & Policies

1. Mission & Quality Guarantee

• Our Mission: Locally owned and operated by Michelle Ganzman, our goal is to be the most trusted cleaning service in America by providing consistent quality, protecting your privacy, and bringing positive energy into your home.
• Satisfaction Guarantee: If you are ever unsatisfied or notice a missed area, please notify us within 24 hours so we can return and resolve the issue.
• Quality Control: After each visit, you will receive a request for feedback via text or email. We encourage honest communication to help our team grow and ensure we meet your expectations.

2. Communication & Scheduling

• Contact Information: Reach us at 410-920-1681 via call or text (text is preferred for faster response) or email contact@michelleshomecleaners.com.
• Office Hours: Monday–Friday, 8:00 AM – 4:00 PM. Voicemails and texts received after hours will be addressed the next business day.
• Arrival Windows: Cleanings occur between 8:00 AM and 5:00 PM. While start times are approximate, we will notify you if our team expects to arrive more than 30 minutes outside the scheduled window.
• Staff Consistency: We strive to send the same team to your home for every visit. If a change is necessary, at least one original team member will be present, or detailed notes will be provided to ensure consistent service.
• Staff Privacy: To maintain professional boundaries, cleaners are not permitted to share personal phone numbers. Please relay all messages through our main office line.
• Non-Solicitation of Staff: Our cleaners are a vital part of our business, and we invest significantly in their training and development. By using our services, you agree not to solicit for hire, or hire, any current or former employee of Michelle’s Home Cleaners for any private cleaning services for a period of one year following the termination of our services. In the event that a client hires a staff member directly, a referral fee of $600 will be due immediately to Michelle’s Home Cleaners to cover the costs of recruiting and training a replacement.
• Photo & Marketing Consent: To help our team grow and showcase our high-quality work, we occasionally take ‘before and after’ photos of areas we clean. These photos are used for internal training and may be shared on our social media or website for marketing purposes. We respect your privacy and will never include photos of people, pets, or identifying items (like family photos or mail). By using our services, you consent to these photos being taken and used as described. If you prefer that we do not take photos of your home, please notify our office by text or email.

3. Home Preparation & Safety

• Access: For homes serviced while the client is away, please provide a key, lockbox code, or door code.
• Utilities: Running water, electricity, and a comfortable temperature (65–70°F) must be available for our team to work effectively.
• Clutter, Dishes & Trash: To ensure a thorough clean, surfaces, sinks and floors should be free of excess clutter, toys, clothing,dishes and overflowing trash. Our team cannot clean areas obstructed by significant clutter or unwashed dishes.
• Safety Restrictions: For insurance and safety reasons, our staff cannot move heavy furniture, use ladders taller than two steps, or handle biohazards (including blood or feminine hygiene products outside of trash cans).
• Breakage & Damage: While we treat your home with the utmost care, accidents can happen. Michelle’s Home Cleaners is bonded and insured. If any damage or breakage occurs, we will notify you immediately. We will choose to repair or replace the item with a similar product, up to a maximum value of $200 per item. Please inform us of any irreplaceable or high-value items (e.g., antiques, family heirlooms) before your cleaning so we can instruct our team to avoid those areas. Please report any damage within 24-48 hrs of the service. We are not responsible for damage by improper installation or normal wear and tear.
• Environmental Health: We cannot provide services in homes with active pest infestations or indoor smoking.
• Pets: For the safety of our team and the quality of the clean, please secure pets in a separate area. We cannot clean animal waste or enter homes where the team feels unsafe due to a pet.

4. Supplies & Equipment

• Standard Provision: We provide all necessary vacuums and cleaning supplies. You may request the use of your own products or vacuum if preferred.
• Pro Shark Vacuums: Our preferred Pro Shark Vacuums are available for purchase through our office.

5. Payments & Fees

• Payment Terms: Payment is due in full on the day of service. We accept Venmo, cash, check, or credit card.
• Credit Card Policy: A valid credit card must be kept on file to schedule your initial appointment.
• Late & Returned Check Fees: A $10 late fee applies if payment is not received on the day of service. A $25 fee applies to all returned checks.

6. Cancellations & Rescheduling

• Recurring Schedule: Please mark your calendar for recurring appointments. We will only contact you if a change is needed on our end. Please notify us before 48 hrs of your scheduled clean to avoid Cancellation Fee.
• Rescheduling: We may occasionally need to reschedule due to weather, holidays, or staffing. If a client reschedules a recurring appointment more than one week past the original date, the 10% “frequent clean” discount will be forfeited for that visit.
• Cancellation Fee: Cancellations made with less than 48 hours’ notice will incur a fee of 50% of the service price.
• Lockout Fee: A fee of 50% of the service price applies if our team cannot enter the home due to client error (e.g., locked doors, no key provided, or unsecured pets).