Naomi's Cleaning Terms & Conditions
EST: 2020
SERVICE AGREEMENT & ONBOARDING DOCUMENTS
CONTENTS:
CONTACT INFORMATION …………………………PG.1
CLEANING SERVICE …………………………………… PG.1
ADD ON SERVICE ………………………………………….PG 1.
POLICIES & PROCEDURES ………………………….PG 1.
GENERAL SERVICES …………………………………….PG 2.
DEPOSITS …………………………………………………………PG 3.
REFUNDS ……………………………………………………………PG 3.
PAYMENT & BILLING …………………………………..PG 4.
RECURRING SERVICES …………………………………PG 5.
SCHEDULING ……………………………………………………PG 5.
CANCELING ……………………………………………………..PG 6.
EXCESSIVE CANCELLATIONS ………………….PG 7.
OCCUPIED ROOMS …………………………………………PG 7.
INFECTIOUS DISEASE ……………………………….PG 8.
BIOHAZARD CLEAN ………………………………………PG 9.
CURRENT FEE SCHEDULE ……………………………PG 9.
SIGNATURE ………………………………………………………PG 10.
CONTACT INFORMATION
WWW.NAOMISCLEANING.COM
NAOMISCLEANINGSERVICES1@GMAIL.COM
410 N 7TH ST.
CARLTON, OREGON 97111
(530) 251-7249
All negotiations and details regarding your services will be discussed and approved in writing before services are to begin. We request that communication take place via email or text message when possible. We’re able to respond to you at a much faster rate and make sure we are keeping clear lines of communication open by using these methods of correspondence. Of course, if a phone call is needed for any reason, please do not hesitate to call us.
CLEANING SERVICES
Initial Deep Clean Apartment Turn Over Clean
Maintenance Clean Apartment Lobby/Pool/Office Clean
Recurring Maintenance Clean Commercial Offices
Move In Clean Industrial Offices
Move Out Clean Hoarding Situations
Airbnb/Vrbo Vacation Rentals/Bed & Breakfasts
Vineyards Tasting Rooms
ADD ON SERVICES
Interior Oven Clean Blinds
Interior Refrigerator Clean Dishes
Vacuum Furniture Linen Change
Wipe Down Furniture
POLICIES & PROCEDURES
Please read our policies & procedures thoroughly to ensure our services are the right fit for your needs and your property. Naomi’s Cleaning is a family owned and operated business. As a growing small business, our services, business practices and overall customer experience are always growing as we strive for a higher level of service. This includes full transparency in all services offered, policies, procedures & pricing. You will be made aware of any changes made prior to the change going into effect. If you have any questions or concerns, please do not hesitate to reach out to us.
DEFINITION: The term “Cleaning Service(s)” refers to any scheduled service offered for which Naomi’s Cleaning has been contracted to complete. By proceeding with scheduling a cleaning service as defined, you hereby agree to the terms and conditions set forth below.
GENERAL SERVICES
MINIMUM SERVICE CHARGE: A minimum service charge of $110.00 per visit will apply to all bookings.
NAOMI’S CLEANING GUARANTEE: Naomi’s Cleaning not only takes care of homes but also seeks to take care of the people within the home. Naomi’s Cleaning strives to ease the burden that can be associated with maintaining basic household chores. If you are not completely satisfied with our service, please let us know within 24 hours from the date of service and we will happily return to correct ONLY the problem area(s).
TEMPORARY BUSINESS CLOSURES: In the event of family emergencies, poor health, inclement weather conditions or scheduled vacation days, there may be a temporary interruption in your service. We will contact you with as much notice as possible to inform you of any upcoming interruptions and update you with your next scheduled appointment. Your patience and understanding are always appreciated.
SERVICE PLAN CHANGES: Changes to your service plan may be requested at any time as your needs evolve. Changes to your service plan may include changes to length and overall cost of your services. You will be made aware of any changes initiated by Naomi’s Cleaning before the changes are put into practice and given the opportunity to accept or reject the changes. These changes may include, but not limited to, pricing, policy, procedures, services offered, designated appointment slots, etc. In some cases, opting to reject the changes may result in permanent cancellation of services.
PROPERTY REQUIREMENTS: For services to begin, we require access to certain utilities and equipment. All services require access to electricity, hot running water, proper functioning climate control (i.e. air-conditioning & heat) and functional plumbing. In the event our team arrives, and these previously agreed upon needs are not met, work will not begin and last minute cancellation fees will be applied. (See page 9 for current fee schedule)
CLEANING DEPOSITS: Deep Cleans & Move In/Move Out Cleans are subject to a cleaning deposit equal to 50% of the total cost of the service
This amount is due within 24 hours from the time that the cleaning service is scheduled, and services may be canceled if the deposit is not paid. All cleaning deposits paid will be applied toward the total cost of the cleaning service. Cleaning deposits may be retained by Naomi’s Cleaning if the cleaning service is canceled either (A) without proper notification (B) within the unacceptable cancellation time frame. *Please see Canceling or Rescheduling Appointments
REFUNDS: Our work is guaranteed. If you are unhappy or dissatisfied with your clean, please contact us within 24 hours from the date of the completed service. Naomi’s Cleaning will correct the area(s) in which you are dissatisfied at no additional charge if proof is provided. If complaints are made after the 24 hour mark, Naomi’s Cleaning will not make any attempt to reclean the area(s) in which you are dissatisfied with. Naomi’s Cleaning WILL NOT accept complaints from any individual inside or outside of the residents home for whom we provided cleaning services for other than the individual who signed off on the final walk-through form for initial clean and one time cleans.
PAYMENT & BILLING: Electronic invoices will be sent to you via email following the completion of your services, online payment methods will be available via a secure link found within your invoice. These options include credit card, debit card and ACH bank transfers. Upon request Naomi’s Cleaning will provide you with a Zelle link via email, call or text. If you prefer to pay via cash or check, payment is due same day following the completion of services and can be mailed to address:
410 N 7th St Carlton OR 97111. Employees DO NOT ACCEPT payments.
*Naomi’s Cleaning is not responsible for lost or stolen checks provided by the client, Naomi’s Cleaning will not be held responsible for paying “stop check” fees in the event that a check is lost or stolen, client will be responsible for all fees and will be required to make payment via cash, Zelle or invoice. Failure to remit payment with the applicable late fees will be considered non-payment of service. Any fees incurred by Naomi’s Cleaning as a result of client non-payment or as a result of declined cards or bounced checks will be billed to the client. Naomi’s Cleaning is not responsible for any fees incurred by the client ( directly or otherwise assessed by the client’s financial institution) because of payment collection. Credit and Debit Card information is retained in encrypted password protected software.
If you choose to pay electronically, payment is due, following the completion of services. If your payment has not been received after 72 hours, a courtesy reminder will be sent via email and/or text. If we have not received your payment 72 hours after sending the courtesy reminder, a late fee of $50.00 will be charged and added to the total of your invoice. If failure to pay invoice and late fees, a $20.00 fee will be added and charged for each additional day that passes for up to one week (7 calendar days) of non-payment. If a client's invoice and all late charges have not been paid in full by the 8th day of non-payment, Naomi's Cleaning will proceed with legal action. Late fees will not exceed more than $190.00. If payment has not been made by your next scheduled appointment, your appointment will be canceled.
* See page 9 for current fee schedule
LOCKOUT/TURN AWAY: Clients are not required to be home during scheduled cleanings; but Naomi’s Cleaning will require access to the property via hidden key on property, keypad code, garage code etc. In the event our team arrives, and the door is locked, we will attempt to contact you and arrange to have the door unlocked. If we cannot contact you or if you are more than 15 minutes away from the property, work will be rescheduled, and fees will be applied.
KEYS & LOCK CODES: Naomi’s Cleaning agrees to keep all clients' details confidential and secure all keys in its proper place. Please DO NOT give employees keys at any time. Keys/lock codes will only be used when the property is empty. If we arrive and the property is occupied, locked, and we are not able to contact those occupying the property, we will take this as a sign that we are not permitted to enter at this time and our Lock Out policy will apply. * See page 9 for current fee schedule
SERVICE ADD-ONS: All service add-ons are priced per Add-On, in addition to your recurring service rate. The additional charge is due to the cost of extra products, equipment, specialized knowledge and time that each Add-On requires.
RECURRING SERVICES AND INITIAL CLEAN: An initial clean is performed to establish a baseline for cleaning standards that will be maintained by Naomi’s Cleaning with recurring cleaning services. If more than one month passes between services due to postponements or cancellation of services, the next iteration of cleaning will be treated and billed as an initial clean. In the event of rescheduling your recurring service, Naomi’s Cleaning will maintain our regular schedule that is pre-written 6 months in advance, client will be required to keep all future scheduled appointments and will be charged accordingly (i.e. if client is scheduled for their recurring bi-weekly service on January 1st, but calls to reschedule for one week out on January 7th, client will be responsible for keeping their January 7th & January 14th appointments so Naomi’s Cleaning can maintain their normal pre-written schedule. Clients will also be charged according to the time frame between cleans) *See page 9 for current fee schedule
Our Cleaning Technicians are instructed to follow the requirements for the cleaning packages they are conducting. If you would like additional services performed, please contact our office at least one week in advance so we can attempt to accommodate the additional work.
SPECIAL CARE REQUIREMENTS: Please disclose any special requirements that your property may have so that we may properly care for it, this includes but not limited to conditions, flooring, furniture, linens, etc.
ARRIVAL WINDOW: Naomi’s Cleaning maintains a two-hour arrival window from the time in which the cleaning is scheduled. While we do our best to arrive on time, delays may occur to allow our cleaners sufficient time to ensure that Naomi’s Cleaning standards are met at each cleaning service. All delays in arrival will be communicated with the client.
SCHEDULING: All scheduling for Naomi’s Cleaning may be done by visiting our website, www.naomiscleaning.com and submitting an inquiry, you may also call or text (530) 251-7249 or send an email to: naomiscleaningservices1gmail.com
All requests for consultations, quotes or scheduling of cleaning services will be responded to within 24-48 business hours from the time of request. While we will always do our best to accommodate schedules, all cleaning service appointments are subject to availability.
CANCELING APPOINTMENTS: Maintaining cleaning schedules requires an investment of time and allocation of available resources to ensure that client’s needs are met in a manner consistent with Naomi’s Cleaning standards. To ensure our commitment to service, all cancellations must be done outside of the 72-hour window from the time that the cleaning service is scheduled to be performed. Cancellations must be made by making a voice call to the scheduling office or by sending a text message, text messages are acceptable only if it includes your name, your address and phone number so that your applicable cleaning service appointment can be identified. Voicemails will not be an acceptable form of cancellation at this time. Cancelation of cleaning services made within the 72-hour window are not entitled to a refund of the cleaning deposit.
*Deep Cleans, or Move Out/Move In Cleans are subject to a cleaning deposit refund if the request is made outside of the 72-hour window. Requests for cancellation made outside the 72-hour window are only subject to a refund of 25% of the cleaning deposit.
RESCHEDULING APPOINTMENTS: Once your appointment for service has been solidified on our schedule, we set that space aside specifically FOR YOU. We also reserve necessary labor to attend to your cleaning, while turning away other potential clients. Should you need to either reschedule or cancel a particular cleaning, we require ADVANCE NOTICE by 12pm, 3 BUSINESS DAYS PRIOR TO YOUR SCHEDULED APPOINTMENT. We are “On-Call'' on Saturdays and Sundays, so bookings, cancellations & reschedules are not accepted over the weekend. (i.e. If your cleaning is scheduled for Monday, your cancelation or reschedule request needs to be done by 12pm on Wednesday)
EXCESSIVE CANCELLATIONS: We understand that things come up that are often outside of our control, but due to scheduling, payment processing, paying employees and considering all of their needs, Naomi’s Cleaning can only accommodate three cancellations within a four month time frame before considering the client's canceled appointments as excessive. Once the client’s account becomes excessive, all future cancellations will be treated as excessive and additional fees will apply. *See page 9 for current fee schedule
OCCUPIED ROOMS: In the event the property is occupied during the scheduled appointment, any occupied rooms will be left until the end of your appointment, if these rooms are still occupied by the end of the appointment, the rooms will not be cleaned. Our Cleaning technicians will work around anyone in the home as well as clothes, dishes, toys, etc., but will not be picking up or organizing your items. To enable our Cleaning Technicians to provide you with the best service possible, we request that your home is on order prior to our arrival.
CLEANING HEIGHT LIMITS: Anything out of reach from atop a step ladder is not covered and will not be cleaned. Please keep this in mind when determining whether our services are the right fit for your needs.
NAOMI’S CLEANING IS NOT RESPONSIBLE FOR: Breakage of blinds, strings, wands or blinds falling out of brackets. Damages caused by using customer products/equipment, pets escaping the home *We ask that all pets be away or off the property during your cleaning appointment.
INFECTIOUS DISEASE: Client agrees to contact Naomi’s Cleaning if any person(s) in the household are suspected of contracting infectious disease. This notification must be done as early as possible. Naomi’s Cleaning reserves the right to cancel cleans under such circumstances. * See page 9 for current fee schedule BEFORE & AFTER PICTURES: Naomi’s Cleaning reserves the right to take before & after pictures of our work for proof of work, advertising & educational purposes. Naomi’s Cleaning will never share client information such as name, address, phone number, or minor child information (i.e. family picture, etc.) to any other individual or on any social media platform.
PET CARE & CLEAN UP: Naomi’s Cleaning will work around and will not pick up any animal waste and/or kitty litter. At this time, Naomi’s Cleaning will not accept responsibility for letting your pets inside and/or outside, feeding, watering and/or anything that includes pet sitting and/ or pet care.
BIOHAZARD CLEANUP: Biohazard cleanup is defined as the cleaning of human and/ or animal bodily fluids, blood, remains, chemical spills, etc. Naomi’s Cleaning does not cover any form of Biohazard Cleanup at this time.
PEST CONTROL & REMOVAL: Naomi’s Cleaning does not handle any form of Pest Control or Removal. Including, but not limited to the trapping and/ or disposal of insects, spiders, mice, rats, squirrels, snakes, etc. If the house has an infestation that we are not made aware of before we arrive for the appointment then we will reschedule your appointment and treat it as a lock out/turn away and fees will be applied. Naomi’s Cleaning will require proof of professional pest control extermination before rescheduling the appointment.
* See page 9 for current fee schedule
HARD WATER & CALCIUM DEPOSITS: In showers & sinks, these deposits can be difficult to remove and may require multiple cleans to see considerable improvement. Please be aware that if hard-water and calcium deposits have etched shower glass, they are permanent.
OTHER SERVICES NOT OFFERED AT THIS TIME: Naomi’s Cleaning does not offer the following services at this time. Including, but not limited to, the cleaning of exterior windows, the cleaning of unfinished and/or finished attics, carpet shampooing and/or steaming; the cleaning of electric screens, hand washing dishes, pet care, child care, dust inside display cases, curio cabinets, enclosed China cabinets, or wet bar shelves, plumbing, etc. At this time Naomi’s Cleaning will no longer accept replacement cleaning (i.e. we provide all clients within a 48 hour notice of arrival, if your home or any portion of your home is not in proper condition at the time of our arrival we will no longer replace a routine cleaning task for a deep cleaning task. If we are asked to skip any area of the home due to not being prepared for our arrival, clients will still be charged their full cleaning price. Please do not ask for any deep cleaning task in place of the area that you ask us not to clean. Deep cleaning tasks include, but not limited to, hand wiping baseboards, doors & door frames, window seal & lock ledges, exterior kitchen & bathroom cabinets & drawer, interior oven & refrigerator clean. We appreciate your cooperation in this matter).
DUST-RESETTLEMENT: Naomi’s Cleaning will do our best to limit the dust in the air after our services but cannot completely eliminate dust-resettlement. Surfaces with more than 6 items on them will only be dusted with a microfiber duster.
CURRENT FEE’S
Cancelation Fee ……………………………………………………………………………………………….. $55.00
Excessive Cancellations …………………………………………………………………………………… $110.00
Lock Out/Turn Away Fee ………………………………………………………………………………. $55.00
72 Hours Non-Payment ………………………………………………………………………………….. $55.00
Each Additional Non-Payment Day …………………………………………………………….. $25.00
Unmet Property Requirements …………………………………………………………………………$75.00
Same Day Cancelation Fee ……………………………………………………………………………….$100.00
CLIENT SERVICE AGREEMENT
Services will be performed in accordance with your service plan, as well as Naomi’s Cleaning policies and Procedures. All changes to your cleaning package and/or Naomi’s Cleaning policies and Procedures will be delivered to you via email prior to the changes taking effect. Services may be canceled at any time, for any reason, by either parties with a 24 hour notice in advance via phone call or email. Your approval of this estimate indicates your understanding and acceptance of these terms of service.
www.naomiscleaning.com
naomiscleaningservices1@gmail.com
Carlton, Oregon
(530) 251-7249
