TERMS & CONDITIONS

Terms & Conditions

Two Friends Cleaning Services (2FCS)

·       2FCS will provide trained staff members on a specified date and time along with all cleaning supplies and            equipment needed including vacuums.

·       2FCS will provide a high-quality service tailored to your written requirements and schedule.

·       Our team members are instructed to follow the requirements set prior to the cleaning beginning. If you would like additional services performed, please contact our office at least one business day in advance so we can schedule the additional work. Changes in job scope or scheduling could create changes in fees.

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How Our Staff Should be Treated

·       2FCS staff expects to be treated respectfully by our client(s), their family, and/or STR guests at all times. 

·       Harassment or Discrimination against any of our staff members will not be tolerated and will result in the cancellation of our services.

·       If at any time during a cleaning appointment a member of staff feels uncomfortable or unsafe, they are expected to call the office and it will be at the company’s discretion based on the situation as to if they remain at the appointment or not. In these situations, 2FCS will still administer the full charge for the clean, and a full internal review will be conducted to determine if 2FCS will continue to provide you with our services.

·       If the staff member feels they are in immediate danger without time to call the office, the staff member will leave the property and return to the office or call 911 depending on the situation. In these situations, 2FCS will still administer the full charge for the clean, and a full internal review will be conducted to determine if 2FCS will continue to provide you with our services.

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Expectations of Clients

·       Be advised that if the staff members are subject to distractions that affect our ability to work we reserve the right to charge for our extra time spent in the home. Distractions include but are not limited to: pets, third parties, or contractors interfering with the staff members’ duties.

·       The client agrees to notify the office if any person in the household is suspected of having contracted an infectious disease or if there is anything present within the home that may affect the health or well-being of the staff member, their family, or anyone they come into contact with. This notification must be as early as possible, but at least 24 hours before the scheduled visit. We reserve the right to cancel services under such circumstances.

·       The Client must allow the cleaner access to hot water and power.

·       Have your home picked up and free of obstructions so that your home is ready to be cleaned. Hourly charges may be incurred if staff require more time because your home is not ready to be cleaned.

 

Liability

·       All items of value that are non-replaceable, one-of-a-kind, sentimental value, collectors items, trophies, discontinued patterns, family heirlooms, and high cost crystal-china-ceramic items must be disclosed to 2FCS. These items cannot be cleaned due to insurance regulations. 2FCS will not be liable for items not disclosed on a written estimate or contract. 2FCS will not be liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that are not properly secured such as pictures, mirrors, window treatments, wall coverings, lack of furniture glides for wood floors, lack of scratch covers on the bottom of furniture decor, cabinet mounted appliances, and household accessories. 2FCS will not be liable for damage that is not reported within 24-hours of your last cleaning. We will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used. 2FCS will only consider liability for the repair of replacement cost of the item damaged or broken. If an item is part of a set, only the cost of the individual item will be considered. If 2FCS is requested by the client to clean windows or window blinds, 2FCS will not be responsible for any damage or loss if such blinds are damaged in the cleaning process.

·       2FCS cannot care for or take responsibility for pets, plants, or children in the home during your appointment.

·       2FCS will not be held responsible for any alarm systems. The customer should give clear instructions for the deactivation/activation of any household alarm systems.

·       2FCS staff may not move furniture in excess of 50 Lbs. or climb ladders of a height over 30” due to insurance regulations.

·       It is the responsibility of the homeowner for all maintenance of the property. 2FCS may not perform maintenance duties including but not limited to: light bulb changes, sewage backup mitigation/restoration, faucet leak repair, HVAC filters, waste service roll-outs, wall repair, sanding, painting, décor installation/removal, furniture installation/removal, pest infestation treatment, carpet cleaning. These restrictions are due to our insurance regulations. For more information you may contact Simply Business Insurance (855) 671-2486. A certificate of insurance is available upon request.

 

Pets

·       2FCS charges a flat fee of $35.00 for cleaning a home with pets if not already included in the contract. This is on top of our standard prices and does NOT apply to pets that live exclusively in tanks and cages. It only applies to pets that have or have had some access to any part of the rest of the home. 

·       You MUST inform us of any pets that will be present at the property. This is to ensure the safety of the animal and the safety of our staff members.

·       2FCS is happy for your pets to be loose around the house if they are friendly and well-behaved. If you feel our presence may upset or cause stress for your animal, please ensure they are either put in a separate room or won’t be on the property at the time of our visit.

·       2FCS strongly recommends detailing any specific interaction requirements during your initial walkthrough.

·       If your pet hurts or injures a staff member, company policy is for the staff member to call the office immediately to inform us, they are then to leave the appointment and obtain a tetanus shot and any other required medical treatment. You will be responsible for any costs generated by this and will be invoiced accordingly. 

·       If a pet is dangerous or poses a threat to staff, itself, or other animals on the property, such as biting or aggressive behavior, we will contact you to discuss alternative measures so that we can carry out our services in a safe manner. If a resolution is not made, we reserve the right to terminate service for the safety and well-being of our staff

Rescheduling, Cancellation, and Lockout Policy

·       2FCS requires 24-hour notice for reschedules or cancellations. There will be a cancellation fee of 50% of the customer’s typical cleaning rate for cancellations within 24 hours of scheduled cleaning and all lockouts.

·       2FCS’s cleaning hours are from 8:00 AM to 6:00 PM, Monday – Saturday, Sunday by appointment. If for any circumstance our staff is sent away or locked out from your home between these hours, there will be a cancellation fee of 100% of your typical cleaning rate. We will make every effort to work within the time frames requested but ask not to be sent away during our working hours. (Exceptions can be made when a client or household member is ill and must remain in the home and similar emergencies but we ask you to call the office to inform us)

·       For Company initiated schedule changes, we will provide you with a 48 Hr. notice.  

·       2FCS will make every attempt to reschedule company-initiated schedule changes due to holidays or extreme weather conditions as close to the regularly scheduled cleaning date/s as possible.

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Payments & Invoicing

·       Invoices ( such as balance due, recurring invoices, regular clients, etc.) will be sent out via email after your clean has been carried out. STR clients will receive an invoice at the end of the month for all services rendered during that period and will be do no later than the 10th of the following month.  

·       Invoices are to be paid per the terms listed on the invoice from the date your clean was carried out. Invoices not paid within this time frame will be subjected to an additional fee of 10% of the invoice total.

·       Invoices can be paid electronically through the emailed invoice, or check/cash at the time of the appointment are gladly accepted. Please note there will be an additional service charge of $15.00 for any returned checks. 

·       If you have 2 or more bounced checks on your account within a 12-month period we reserve the right to refuse payment by check and will require you to find an alternative payment

·       Declined cards or failed payments do not generate a charge to the client, provided the issue is resolved within 5 days of us notifying you of the failed payment. If the issue is not resolved within those 5 days a charge of $15 will be added to your invoice

·       If there are any discrepancies with your invoice, it is the client’s responsibility to contact our office and discuss discrepancies. 

·        If you are unable to pay your invoice within this time frame YOU MUST CALL THE OFFICE so that we can discuss potential payment plan options. This does not guarantee that a payment plan will be put in place but we will, within reason, attempt to be as understanding and accommodating as we can be.

·       To meet customer needs and their satisfaction, 2FCS reserves the option to reevaluate our rates and fees at any time. 2FCS will notify our clients by writing/email of these changes​​

 

 Feedback, Inspections, Grievance

·       Although we strive to for perfection, we may encounter issues from time to time. Your feedback is very important to us. If you have any complaints, concerns, or feedback please email them to twofriendscleaningservice.cs@gmail.com where they will be assigned to the appropriate person within 2FCS. We aim to respond to these emails within 5 to 7 Business days.

·       Post Cleaning Inspections can be submitted through our website under “Inspection Form”. Any challenges/grievances can be documented. Inspection forms must be submitted within 24 Hrs. of the completed cleaning. We will respond within 5 business days with a root cause analysis and what we plan to do to rectify the issue.

·       From time to time 2FCS may use the feedback given to us by our Clients, regarding any and all aspects of our business or services we provide, as part of our marketing materials. 2FCS may list the feedback with the client’s first name and last initial. If you wish for your feedback to be listed anonymously or to ask us not to use your feedback via email listed above.