Service
Agreement
There
is no term to this agreement and the client or Higher Call Cleaning (HCC).
You may cancel your service at any time. HCC also reserves the right to
cancel your service at any time.
Our
Guarantee
We
will provide the most professional cleaning service where all team members have
been thoroughly trained in the proper use of our products and equipment.
We
will provide all cleaning supplies, vacuums, and equipment. If you wish
for us to use one of your products, it must be in a store bought container and
must be labeled with proper guidelines and warnings from the manufacture. If
you request your supplies be used OSHA guidelines may apply.
If HCC agrees to use your equipment, including vacuum cleaner, you agree
not to hold HCC or any of its personnel responsible for damage to any article or
component.
Service
Cancellation
If
you wish to cancel or change your service it should be done in writing, please
do so one week in advance.
Job
Charges
Our jobs, are charged from the time we arrive on the job that includes unloading
of our supplies and equipment from our vehicle, to the time we have finished
cleaning, and the loading of supplies back into our vehicle.
Payment
We normally do not bill for residential services, payment is expected at the
time of cleaning. We accept cash but our preference is a check (written to
Higher Call Cleaning). Please leave the payment on your kitchen counter for the
team. Receipts will be mailed or emailed if you desire one. A $30.00 fee will be
assessed for any checks returned by your bank. All prior balances must be
cleared, before the next service.
Security
and Residential/Commercial Access
When
the residential or commercial on site estimate takes place method of entry can
be agreed upon. If keys are given to HCC, those keys will be marked for
identification with no personal identifying information. . These keys are signed
out for and signed back in to know their whereabouts at all times.
Security
is a major concern at HCC both for the client’s property and the team members
taking care of your service. . Our policy is to lock the door while we are
cleaning and to not allow access to unknown persons.
Also our team members have been instructed to leave the location
immediately if the feel uncomfortable with a situation.
Late
Cancellations/Lockouts/Missed Visits Fee
We understand schedules change. We ask that you contact us no later than
10:00a.m. the day before your
scheduled cleaning to cancel or reschedule. Cancellations later than 10 a.m the
day before are subject to the hourly minimum rate for, located on service
contract form. The same fee will be
charged if we cannot gain access to your home for any reason.
Please keep in mind that each day's cleanings are scheduled the day
before and that if you cancel later than the 10 a.m. deadline the day before a
scheduled cleaning, that your cleaning team may not have a full day's work.
Illness
If someone in your home is sick with something considered contagious, we ask
that you please contact us so that we may reschedule your service.
Specialty Requests
Please call us in advance for special requests (i.e. post construction, windows,
garage, extra rooms) so we can schedule the time needed to complete these items.
Extra charges will apply. And in
most cases this extra or specialty request will be scheduled for a different day
than you regular cleaning.
Accidents/Damage
While we make every effort not to break or damage items, accidents do happen.
Identical replacement is always attempted but not guaranteed. For this reason we
request all monetarily or sentimentally
value items be stored and/or not cleaned by our team. HCC Management
must be notified within 24 hours of service if damage is discovered. Our
personnel are instructed to call our office immediately once ANYTHING is
damaged. We reserve the option of repair or replacement before a monetary
settlement. HCC is not responsible for damage due to faulty and/or improper
installation of items, or for maintenance of your home (normal wear and tear
that comes with age and use).
Please
inform us if any items in your home are broken or improperly installed such as;
blinds, tiles, curtain rods, loose carpet etc. All
surfaces (marble, granite, etc.) are assumed sealed and ready to clean without
causing harm. HCC takes responsibility for breakage or damage caused
by our team, not to exceed $600.00, or your homeowner’s insurance policy
deductible.
Clutter
It would be appreciated if items were picked up off the floor and counters were
not piled with too much clutter before we arrive. This allows the cleaning
staff to clean more thoroughly. Please secure jewelry and other small
valuables. HCC will not move clutter
to clean under it; our policy is to clean around it as best as possible.
Pets
Pets are not a problem; we do ask that they be secured if at all possible while
we are in the home for their safety and the safety of our team. If you do
have a pet with aggressive tendencies securing them while we are there cleaning
is a must. If they are friendly
we will happy to clean around them in most cases. Our team members are
instructed not to enter a house if they believe an animal is a threat. Please
remember that pets may behave differently if a family member is not present.
This situation would result in the lockout charge being used.
Special Direction
We have instructed our teams to leave certain items untouched, such as items or
areas containing any body fluids. Insect
infestation can also be a problem and may prevent us from completely cleaning
your home to the quality we would like. If infestations are encountered, we will
not be able to clean those areas. We will leave you a note, or call you
regarding the problem.
If
you have other items you prefer not cleaned or handled, please call the office
and we will arrange to avoid those items. Our employees cannot climb higher than
a step stool, may work inside only, and cannot move electronics.
HCC Staff
All
of our team members are very valuable resources to us and a lot of training and
investment has been made in each one of them. Therefore it was necessary for all
our team members to sign a Non-Compete agreement with HCC. They are prohibited
from soliciting business from any client on his/her own behalf or on behalf of
any third party during their employment with HCC or for 2 years following
termination of employment, without written approval from HCC Management, and
a possible placement fee of $1,500.00. You
agree not to hire past or present employees of HCC for a period of not less than
2 years from the date the employee last worked for HCC.
In the event you feel you must hire an employee of HCC in spite of this
agreement, then a $4000.00 placement fee is due immediately upon employment
of the past/present employee, regardless of whether the employment is regular or
on a contract basis.
Gratuity
Although gratuity is not expected or required, the team members certainly
welcome it! A great way to show the team your appreciation is with gratuity. The
amount of gratuity is split equally among the members of the team. You may leave
a cash gratuity for the team (preferred method) or add the gratuity to your
payment by specifying the amount on the check.
Weather Considerations
In
the summer months it would be appreciated if you would set your air conditioner
at an appropriate temperature. In the winter months we appreciate cleared
sidewalks and driveways so the staff is able to gain access to your home.
Weather
Related Cancellations
We
will arrive on the day scheduled as requested and agreed upon; however, HCC
reserves the right to close our office at anytime, due to inclement weather. In
severe weather, we may determine it is not safe to travel and/or carry equipment
and supplies to your home and cancel that day’s service. When this occurs, we
will try to reschedule. Please assist us with your understanding in
rescheduling.
Holidays/Standard Cleaning Schedule
As a standard we are available Monday – Saturday, we are typically not open
for cleanings on Sundays, and exceptions may be able to be worked out, please
contact our office if needed. We
will not provide service on the following holiday’s New Year’s Day, Memorial
Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve Day or Christmas
Day. We will contact you
approximately one month ahead of time to arrange an alternate day for that week
if your cleaning day falls on a holiday.
Customer Referral Program/Policy
Every time you refer a new client to us who uses our services, you receive $20%
discount towards your next cleaning service to be applied after HCC has
completed your friend’s first cleaning. As a first time customer, your friend
will also receive a 10% discount on their first cleaning. To qualify for the
referral bonus, you must have used our services within the past 3 months of the
referral and your friend's may not have used HCC within the past 3 months. Your
friends are limited to one first time cleaning discount, you are eligible for
your discount as many times as you refer clients.
Cost
Evaluation
HCC reserves the right to reevaluate rates at any time based on the time it is
taking to perform our service to meet the Client’s standards. We will
periodically monitor the actual cleaning time. We will contact you to discuss
possible price or service revisions if the cleaning time differs drastically
from the original agreement.
