Eloise’s Cleaning Services Terms of Service

Terms and Conditions

Thank you for booking with Eloise’s Cleaning Services! Please take a second to review the terms below. We’re looking forward to providing you with excellent service.

Labor Hour

A labor hour is defined as one hour of labor performed by one cleaning professional. Example: 6 LABOR HOURS. If the fee is $46 per labor hour, and a team of 2 completes the job in three hours, that would be $276 total. The same is true if a single cleaner completes the job in 6 hours, the fee is still $276. In both examples, 6 labor hours were completed. Having 2 cleaners or 1 cleaner DOES NOT affect the final price, only the time occupying your home. There is a 4-labor hour minimum for any job. Billable time may include loading and unloading supplies & equipment from a vehicle. If you have any questions regarding labor hours or billing procedures please call the office prior to your scheduled cleaning.

Cleaning time limit*

A time limit is defined as the maximum amount of time pre-approved for cleaners to work, stated in labor hours (see above.) Because we estimate one-time jobs, sight unseen your cleaning could take more than the estimated time budgeted for your cleaning. Please note that cleaners will continue to work unless otherwise specified by you to stop work at a specific time cap, which must be set BEFORE your cleaning. If we try to call for an extension, due to condition or other circumstances and are unable to reach you the cleaners will continue to work until the job is completed and your cleaning fee will be updated to the total time needed to complete the cleaning.

Setting a “time-cap”

Our hourly services allow you to enjoy cleaning at a budget of your choosing. However, if you choose to set a “time-cap” for our cleaners not to exceed, then we can NOT guarantee the entire cleaning (or everything on your priority list) will be completed. Setting a “time cap” voids our 100% Quality Guarantee and if you’re unsatisfied with the amount of work the cleaners completed, we are happy to return and complete any items you’d like at our hourly rate.

48 Hours Cancellation/Reschedule*

Rescheduling and Cancellations require 48 hours advance notice to avoid a $50 cancellation fee. Please consider how late cancellations or last-minute rescheduling may negatively impact the cleaning professionals earning potential for the day. Without enough notice, it’s difficult for us to find replacement cleanings.

Unable to Access*

Please ensure cleaners have full access to the premises on the day of your scheduled cleaning (this includes access to running water and electricity, being able to complete the job without interruption from other service providers in the home, and beloved pets are not in the way of the cleaning, etc). In the event they arrive for your scheduled cleaning and find themselves unable to access the home or unable to clean, you will be charged 50% of your scheduled service for the time and travel. The cleaning time begins once cleaners arrive. Any wait time will be included in billable time.

Final Walk-thru

For one-time cleanings, we recommend that you meet the cleaners in the home at the end of the cleaning to do a final walk-through. In this walkthrough, you can make sure that everything has been completed to your liking, and if additional time is needed then you can give that permission at that time. If you can not do a final walk-through, cleaners may not have the opportunity to adjust or correct items of concern in a timely manner which is not ideal for time-sensitive cleanings (cleaning before a party, cleaning before a landlord’s final walk thru, etc). For hourly service, job fees are calculated based on cleaning time expended; therefore we have a no-refund policy. If you find that more cleaning is needed, we can easily schedule more cleaning time. Please note that if you are not satisfied with your cleaning, the first step is to request a revisit with your cleaning professional to allow them the opportunity to learn and address your concerns. Our cleaning professionals take pride in their work and customer satisfaction.

Discounts

Discounts are not able to be combined.

Payment

Due at the time of service rendered. We accept Visa, Mastercard, and Discover. Credit cards on file will be charged by our staff. You will receive a receipt the business day after your cleaning via email.

Keys

Eloise’s Cleaning Services does not accept possession of your house key and will not be able to track it or retrieve it from your cleaning professional. We can relay any instructions on the method of entry. If you have a lock box on site, please provide the code for your client file notes.

Uncontrollable natural events

Please keep in mind that residential cleaning has some unpredictable circumstances such as vehicle accidents on the road or health emergencies with the cleaning individual that may lead to last-minute rescheduling in rare instances. It may be best to schedule your cleanings in advance of having an event or turning over a property. We are not responsible for any outcomes resulting from an emergency reschedule due to the cleaner’s inability to work.

Right to Refuse Service

We reserve the right to refuse service for any reason. Some reasons may include: property or condition of the home is not as described by the client, cleaning job requested not as described by the client, cleaners feeling uncomfortable with the job site, client or pets. Please keep aggressive or overly friendly pets in a safe area.

Right to Reschedule

In order to respect all clients’ schedules, if your cleaning requires much more time than discussed, we reserve the right to schedule the additional cleaning time for a different day.

Move-in/out Cleaning Condition

Clutter, service providers, boxes, furniture, pets, and other personal items slow down our cleaning professionals from completing their jobs. For our Move-in/out cleaning services, we require that all homes or properties be completely empty and that we are the last service provider to have access to the property. This helps our teams to be more efficient, therefore saving you money. Additionally, electricity and water must be turned on upon our arrival. If our team arrives to your property and the above items are present, then we will charge a $50.00 fee and have to reschedule the cleaning for when the home is empty.

100% Satisfaction Guarantee

We are happy to fix any cleaning items that may have been missed on our cleaning checklists at no extra cost. However, to avoid additional costs, you must (1) notify us about the issue(s) within 24 hours of your cleaning, and (2) provide pictures of the areas that were missed. We are unable to confirm or control any individuals from entering the property after the cleaning and causing items to have appeared to of been missed by our team. If we are not notified, with photo evidence provided, within 24 hours of the cleaning then additional costs will be incurred. This guarantee is also voided if there is a “time cap” on your hourly service. 

Refund Policy

In the event that you are not satisfied with our re-cleaning OR we are unable to schedule a re-cleaning, then we are happy to offer a full refund for your inconvenience. However, if you decline a re-cleaning and do not allow our team members to try and resolve the issues, then we are unable to provide a full refund and will discuss options for a partial refund. 

Heavy Duty Fee

For our flat-rate services (recurring cleanings & vacation rental cleanings): pricing is based on the assumption that your home meets a reasonable level of cleanliness. In circumstances where the property needs extra time and attention to clean than average, then additional fees may be assessed. The fee may vary according to the size and condition of the property.

Walls and High Areas

Our insurance does not cover our cleaners on any height above a 2-foot step ladder. We will do our best to reach high ceilings with extender poles and a 2-foot step ladder. However, we cannot guarantee that anything over 10ft. will be reached/cleaned.

For liability reasons, our cleaning professionals do not clean walls. Wiping and scrubbing walls with cleaning solution may damage the paint and for that reason, we recommend hiring a painting professional.

Biohazards

For liability reasons, we are not able to clean any hazardous materials which include, but are not limited to: excessive mold, black mold, blood, bodily fluid, pet waste, and pests.

Electricity and Water

Proper lighting and access to water are necessary to complete cleaning properly. Our teams are not able to clean without power or water. If our team members arrive at your scheduled cleaning and the water and/or electricity is not working, then the cancellation fee will be applied and your cleaning will be rescheduled for a time when the electricity and water are active.

Skipping a Recurring Cleaning

The longer a property goes without being professionally cleaned, the longer it takes our cleaning teams to return the property to our standards. If you skip a recurring cleaning then your next cleaning will be charged at the rate corresponding to the amount of time that has passed between cleanings. Weekly will receive bi-weekly rate, Bi-weekly will receive monthly rate, and monthly rate will receive Initial cleaning rate.

Example: If your recurring services are weekly and you skip one cleaning, then your next cleaning will be 2 weeks later and you will receive our bi-weekly rate for that cleaning as opposed to the weekly rate.

Cancellation Policy

You can cancel or reschedule your scheduled booking any time outside a 48 hour window prior to your service. Your scheduled cleaning is important to us and our teams make special arrangements to ensure we arrive on time and no other customers can book your reserved spot.

Once your booking is confirmed you have reserved a spot on our calendar, which our team(s) depend on. When a booking is cancelled or rescheduled, for any reason, within 48 hours of the scheduled service there will be a $50 fee.

Lockout Policy

If our team members arrive to your scheduled service and are unable to access the property, for any reason, then you will be charged 50% of your scheduled service.

Excessive clutter

Please put important items and papers away, pick up, file and generally tidy up so our team members can do our job well. If things are left out it will be harder for us to clean surfaces, and you definitely don’t want to risk us putting things where you may have a hard time finding them later. Heavy duty fee may be applied.

Rate Changes

Eloise’s Cleaning Services reserves the right to re-evaluate rates at any time based on the amount of time, supplies, and effort it takes to perform our services to meet our customer’s standards or expectations.

Dishes

We will be happy to rinse and place dishes left from your breakfast the morning of your cleaning into your dishwasher. We do charge extra for sinks more than half filled with dishes, pots and pans. Heavy duty fee may be applied.

Pets

In order to work as efficiently and effectively as possible, we request that all Household pets be secured in an area inside or outside of the home.

Late Payment

Payment is due and will be rendered 24 hours after the cleaning has been completed.

If payment is declined then a 5% interest rate will be charged per month until the CC has been updated and payment has been processed.