Terms & Conditions of Services

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At The Cleaning Ladies, LLC., we make it our mission to provide you with the highest quality of service; from the administration and management, to the cleaning, and especially, the care and attention we give to our customers. As a result, we have created our Terms & Conditions of Services to bridge any potential gap in possible miscommunications or misunderstandings thus allowing us to ensure our customers are able to receive the highest quality of service possible. Please take a moment to read this document in its entirety, especially the Customer Agreement section at the end.

 

Our Services

Visits:
The duration of each visit will vary; it really depends on the needs of your property and quantity of cleaners present on each cleaning visit. Our cleaners will perform only the cleaning tasks mentioned in Our List of Residential Cleaning Tasks (or Job Specifications for commercial customers) that each customer receives prior to the Initial Deep Clean Service. The Initial Deep Clean Service is performed prior to any recurring cleaning service arrangement. This service is priced higher than every subsequent cleaning service due to the Cleaning Team’s unfamiliarity with the property and the additional time required to get the property up to speed with our standards of cleanliness. In an effort to maximize efficiency while cleaning, we kindly request that customers make every effort to pick up as much as possible (e.g. clutter) before the arrival of the Cleaning Team. This is so our cleaners can spend more time actually cleaning and less time picking up. Although we make every effort to arrive on time for scheduled cleaning appointments, we cannot guarantee it due to traffic delays, weather conditions, or delays at other customers’ properties. Because we do not bill our customers on a per-hour basis; as a small business, we cannot afford to spend any additional time performing tasks that are not outlined in Our List of Residential Cleaning Tasks (or Job Specifications for commercial customers). Furthermore, we cannot have our cleaners wait until an area becomes available for them to clean due to it being used or occupied during their time in your property. For these reasons, we kindly ask for our customers to be considerate of our time (and schedule) while our cleaners are present in their property. If you feel that having our cleaners at your property during certain hours of the day has become inconvenient, please contact us and we will come up with an alternative solution together.

Customer Support:
We provide customer support available to all customers for rescheduling, postponements, complaints, compliments, comments, requests, concerns, or questions either by e-mail at info(at)cleanbyladies(dotted)com or by calling our office at 703-264-0191. Any inquiries via e-mail or messages left on our office phone will be responded to within one business day.

Satisfaction Guaranteed:
Occasionally, our cleaners make mistakes – misplacing trash in the improper receptacle or not dusting a top shelf. Rest assured; we hold ourselves accountable for these mistakes. As with all relationships, miscommunication happens from time to time. We would never ask you to accept any lackluster service because providing you with the highest quality of service is our mission. We will have our cleaners return to clean specific, unacceptable areas that are reported to us within twelve (12) hours of the unsatisfactory cleaning service at no additional cost.

Hours of Operation:
We will provide services to residential customers from 8:00AM-7:00PM, Monday through Friday. We will provide services to commercial customers as our cleaning schedule allows. Our office is open from 9:00AM-6:00PM, Monday through Friday. We are able to provide services during weekends on an as-needed basis (and as our personal schedule allows) at an over-time rate.

Observed Holidays:
We will not provide cleaning services during the following holidays: Memorial Day, Independence Day (July 4th), Thanksgiving, Christmas, New Year’s Day, and Labor Day. If your recurring, scheduled cleaning service falls on a mentioned holiday, we will contact you in advanced and reschedule that particular service to accommodate the holiday at no additional cost.

Inclement Weather:
Wewill provide limited, delayed, or no service during periods of inclement weather and will reschedule any existing appointment in a timely manner at no additional cost. Limited or delayed service may occur in extreme thunderstorms, in dangerously cold or hot conditions, and in any city- or state-declared weather emergency. In the event of severe winter storm conditions, we will make the determination on the morning of a scheduled cleaning appointment as to whether or not we would be able to provide services that day and contact each customer accordingly with a plan. We kindly request that our customers clear their driveways and sidewalks of any snow and remove any potential slip hazards (i.e. ice) prior to the arrival of our staff. Safety for our staff and the general public is our goal in the event of any inclement weather.

We use our own equipment, chemicals, and supplies. If a customer requests that our cleaners use their own equipment, chemicals, or supplies, please understand that we will not be able to guarantee the quality or results of our cleaning. We prefer to use our own equipment, chemicals, and supplies because after years of trial and error, we have carefully chosen our current inventory of equipment, chemicals, and supplies that enable us to clean every property with maximum efficiency. However, if a customer insist we use their own equipment, chemicals, or supplies, we will surely accommodate but would ask that each customer assume responsibility to upkeep and maintain whatever it is they are providing for our continued use. If you have a preference in what is used in your property, please feel free to contact us so that we may accommodate you.

Service Options:
Residential customers have the option to receive One-Time (e.g. Initial Deep Clean or Move In (or Out) Cleaning), Bi-Weekly (Every Two Week), or Monthly (Every Four Week) Cleaning Services. Commercial customers have the option to receive One-Time (e.g. Initial Deep Clean), Weekly (1X Weekly), 2X Weekly, 3X Weekly, 4X Weekly, 5X Weekly Cleaning Services, or any other arrangement that is agreed upon. We also offer Special (or Additional) Services (see our Special (or Additional) Services section for more information).

Damaged/Missing Property:
We advise all customers and potential customers to secure all valuables, including jewelry, cash or any items of value prior to the arrival of our staff to their property for the sake of everyone’s peace of mind; the customer as well as our staff members. A closed door or drawer is the customer’s signal to the cleaners that the area does not need cleaning and therefore, will not be opened.

We treat each property with great care, but regrettably, though not often, accidents involving damage do happen. Nonetheless, we hold ourselves accountable for our mistakes and will gladly repair or replace any damaged property at our own expense. We reserve the right to repair damaged property via our own means and methods in the most affordable fashion that will restore the damaged item (or area) to its original condition (prior to any alleged damage). Any item deemed irreparable will be replaced with an item of equal and current market value.

IMPORTANT: Although our employees are instructed to contact our office immediately if any damages were to occur, in the event they fail to do so, it becomes the responsibility of each customer to report any damaged property to us within twenty-four (24) hours of the last cleaning service rendered. Any allegedly missing property must be reported to us within forty-eight (48) hours of the last cleaning service rendered. In addition, it is not our policy to reimburse any claims resulting from an alleged theft or damage, without the explicit, clear and incontrovertible proof, that The Cleaning Ladies or an agent of The Cleaning Ladies was singularly responsible. The filing of a police report is NOT considered incontrovertible proof. A thorough investigation by our management will be conducted in the event of any claims involving damaged and/or alleged theft. If any missing or damaged property is NOT reported within the specified time frames, we will NOT be held liable to repair, replace, or provide compensation of any kind in case of any resultant damages or losses.

NOTICE: As the saying goes, pictures speak a thousand words – in the event of any claims involving damage, we would ask for pictures (taken either by our staff or by the customer) of the item/area in question. The focus of these pictures will solely be of the allegedly damaged item/area and not on any other personal property. Since all damaged/missing property is reported to our insurance provider who will cover any confirmed losses/damages, we utilize pictures or video footage as a visual means to expedite the claims process. These pictures and/or video footage must be submitted within the strictly enforced time frames mentioned above for us to repair, replace, or provide compensation of any kind.

Insurance and License:
Certificates of insurances are available and will be provided to our new customers. We are registered and licensed in the County of Loudoun in the state of Virginia.

Cleaning Rate and Cleaning Plan:
Some critical factors that determine a Cleaning Rate are the desired frequency of our cleaning services and amount, size, and type of cleanable area. If you wish to modify the services you are receiving, please contact us and we will reassess your Cleaning Plan (and Cleaning Rate) accordingly. Cleaning Plans are assigned to each customer before the Initial Deep Clean and serve as an overview of the services being received. Cleaning Plans (and Cleaning Rates) are subject to re-evaluation every six (6) months by The Cleaning Ladies and we will discuss all necessary adjustments accordingly with each customer on an individual basis.

Cleaning Reminders:
Any customer whose property we service on a Monthly (Every Four Week) basis will receive a Cleaning Reminder Notice a few days prior to a scheduled cleaning appointment. Any customer with a more frequent cleaning schedule will NOT receive a Cleaning Reminder Notice prior to scheduled cleaning appointments.

Biohazards:
Accidents happen and we are well aware of the fact. Please let us know prior to your scheduled cleaning service if any incident involving any biohazards were to occur in your property. We are willing to clean animal cages, litter boxes, animal droppings, human feces, urine, vomit, or other similar biohazards only for an additional amount to be determined at the time of need.

Special (or Additional) Services:
Currently, our offered Special Services include: Move In Cleaning, Move Out Cleaning, Post Construction Cleaning, Window Cleaning, Special Event Cleaning, and Carpet & Upholstery Cleaning (via third party partner company – Bermon Carpet Cleaning). Our offered Additional Services include: Refrigerator Cleaning, Oven Cleaning, Fireplace Cleaning, and (Commercial) Sign Cleaning. Any Special (or Additional) Service requests must be communicated to our office PRIOR to the arrival of the Cleaning Team. We consider and recognize all scheduled One-Time (e.g. Initial Deep Clean or ‘As-Needed’ Cleaning) services as Special Services.

IMPORTANT: We ask that all existing customers notify us PRIOR to any construction-related activities or special events (including parties) that may take place at their property BEFORE any scheduled cleaning service so that we can adjust our schedule to accommodate the additional time required to get that property back up to speed with our standards of cleanliness. Our cleaners will not be able to service an existing customer’s property in the event of any obvious construction-related activities or special events that took place but were NOT anticipated nor communicated to our office prior to the cleaners’ arrival on a scheduled service day. In the event of our Cleaning Team arriving to an existing customer’s property where obvious, construction-related activities or special events have taken place (but was NOT communicated to our office prior to their arrival), our cleaners will not service that property and we would have to postpone services until we can successfully reschedule that cleaning service. That customer will be liable for paying any accrued Postponement Surcharge(s) (see our Reschedule/Postponements section for more information) on/by the next scheduled cleaning service (or in addition to that month’s Account Statement balance for commercial customers).

Special Announcements:
Please make sure to visit our website, www.cleanbyladies.com, regularly for any special announcements or news regarding our company. Any announcements or news will be found on the homepage of our website.

Non-Solicitation:
During and after the term of our service agreement, described herein, any of The Cleaning Ladies, LLC. customers, both present and past, on their own behalf or on behalf of others, directly or indirectly, shall not induce or attempt to induce any of our personnel (or ‘staff’) to leave their position with The Cleaning Ladies, LLC. for their own personal benefit or benefit of others.

General Terms & Conditions:

The Cleaning Ladies will:

1. complete the agreed upon cleaning tasks mentioned in Our List of Residential Cleaning Tasks (or Job Specifications for commercial customers) in accordance with your Cleaning Plan on each cleaning visit with the necessary manpower.
2. use our own cleaning equipment, chemicals, and supplies; we will make sure to have adequate chemicals and supplies along with the proper equipment on each visit (unless the customer has opted for us to use their own equipment, chemicals, or supplies that we do not provide)
3. abide and adhere to our own Terms & Conditions of Services where applicable.

The Cleaning Ladies will not:

1. be held liable for any pre-existing damage to an area or item or repair/replace any damaged area or item to an upgraded standard or quality (different than that of the original condition or quality)
2. provide service during the summer months to properties without adequate air-conditioning
3. provide service during the winter months to properties without adequate heating.
4. operate washing machines, dryers, stoves, or other electric, gas, or kerosene appliances.
5. operate any motor vehicles.
6. throw circuit breakers or replace fuses.
7. let in service people such as water meter readers, UPS drivers, etc. without prior notice or consent.
8. access any phone or answering machine.
9. distribute, duplicate, or sell any customer information such as; names, addresses, e-mail addresses, telephone numbers, keys, garage codes, and alarm codes with any other company, organization, or person(s).
10. move or alter the positioning of any heavy furniture (in excess of 20 pounds).
11. climb ladders greater than three (3) feet.

Rescheduling/Postponements:

1. 1. Any cancellation requests, that is if a customer would like to skip or alter a scheduled cleaning service, is deemed as a “Postponement” by our company (assuming that the customer is not officially terminating services) and will be addressed as such for the remainder of this document. A Postponement results in a Postponement Surcharge as described below.

1. For residential customers, any excessive (2 or more) reschedule or postponement requests (or actions) of less than twenty-four (24) hours’ notice, or no notice at all, within a sixty (60) day period will result in a one-time Cancellation Fee that will be assessed to the Cleaning Rate that must be paid on/by the next scheduled cleaning service.
   1. For commercial customers, specifics regarding this policy are mentioned in our Proposal.
   2. A notice in writing would be sent to the customer with sufficient details regarding the mentioned Cancellation Fee. Any failure to pay the mentioned Cancellation Fee may or may not result in the temporary suspension of services performed at the property until this fee (and any accrued Postponement Surcharges) is (are) paid in full. Any resultant suspension of services will be explained in writing with sufficient detail and sent to the customer.
2. In the event a customer decides to reschedule a scheduled cleaning service, please understand that we will try our best to comply with any requested date (if given) or propose a date near that coincides with our schedule. Alternatively, if we are unable to successfully reschedule any customer on/near a requested date, we will simply skip that service and proceed with the following scheduled service per the originally agreed upon Cleaning Rotation (per their Cleaning Plan). Unfortunately, the customer will still be liable for any accrued Postponement Surcharge(s). We will notify each customer on an individual basis if a Postponement Surcharge applies to any desired postponement, regardless of length.
   • We cannot guarantee our compliance with any requested, rescheduled cleaning date because we carefully coordinate and plan our cleaning schedule in the beginning of each month. We have to take into consideration the current scheduling of our other customers when picking a rescheduled cleaning date for anyone else.
   • It is the responsibility of the customer to notify the management at The Cleaning Ladies in case of any power outage or water shortage. Allowing the cleaners to arrive to the serviced property with no electricity and/or water will be equivalent to rescheduling or postponing a scheduled service within twenty-four (24) hours without prior notice to The Cleaning Ladies. Resultantly, the customer will still be liable for paying for that particular service in full, despite what tasks were not completed due to lack of electricity and/or water.

Payment:

Please review your introductory e-mail for payment options/instructions.

1. If for any reason the customer has an outstanding account balance and has failed to pay in full such outstanding balances, in addition to the amounts owed to The Cleaning Ladies, LLC., the customer agrees to be responsible for all reasonable collection and attorney’s fees The Cleaning Ladies, LLC. may incur in seeking to balance the customer’s account.
2. We kindly ask that all residential customers pay the amount of the Cleaning Rate mentioned in their Cleaning Plan (or the Cleaning Rate outlined in the ‘Special Service” confirmatory e-mail) after each service ON each service day per the instructions found in their introductory e-mail.
   1. Residential customers who repeatedly fail to pay on each service day, without prior notice to The Cleaning Ladies, may or may not result in the temporary suspension of services until any and all unpaid balances are paid in full. Any resultant suspension of services will be explained in writing with sufficient detail and sent to the customer.
   2. All residential customers receiving an Additional Service must pay for the rendered service in addition to the agreed upon Cleaning Rate, on the date which that service(s) was completed.
3. Commercial customers are sent an Account Statement via e-mail on or around the first of each month for the services rendered during the prior service month. The Amount Due (or Total Due) must be received by our accounting department by the due date mentioned on the Account Statement to avoid any Late Fee(s). Payment instructions will accompany each Account Statement. Commercial customers will also receive login credentials to an online portal.
   1. Commercial customers are required to pay any Amount Due (or Total Due) mentioned on the Account Statement on a Net 15 Payment Term, unless otherwise agreed upon. Payment for rendered services must be received by our accounting department within fifteen (15) days after the first of each month, or the date which Account Statement is sent to the customer.
   2. All commercial customers receiving a Special (or Additional) Service will be billed for that service and this amount will be reflected in that month’s Account Statement (or Invoice) along with payment instructions.
   3. Late Fees are strictly enforced by our accounting department and must be paid in addition to any amount owed to The Cleaning Ladies as soon as possible. Any failure to pay such Late Fees (and any other amounts owed) may or may not result in temporary suspension of services performed at the property until any and all unpaid balances are paid in full. Any resultant suspension of services will be explained in writing with sufficient detail and sent to the customer.
4. Any Non-Sufficient Funds (NSF) check issued to The Cleaning Ladies, LLC. will result in a NSF Fee of $50.00 per check issued that must be paid immediately. We will contact customers on an as-needed basis in the event of the issuance of any NSF check. All checks issued to The Cleaning Ladies will be cashed within ten (10) business days.
5. Occasionally we barter for services. If you offer a professional service that you think may be of use to us, please feel free to ask! We’ve bartered services for car maintenance, T.V. repair, landscaping and more. Bartering is one way that communities and small businesses can help each other grow and save money.

Updating Our Terms & Conditions of Services:
Our Terms & Conditions of Service are subject to change at any given time. We will provide an announcement on our website when any changes are made to this document. We advise that our customers print the most up-to-date copy of our Terms & Conditions of Services for their records (copies can be printed in the “Terms & Conditions of Services” tab on our website).

Termination of Services:
We do not require any signings of a contract to instate our services and therefore, do not implement any penalty for terminating our services. Our services may be terminated at any time and for any reason. If we are in possession of a key, it will be returned within seven (7) days via a mutually agreed upon method. Any records containing entry codes and personal customer information will be deleted from our database within forty-eight (48) hours.

Customer Agreement:

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