Heaven Scent Cleaning Service LLC
Policies & Procedures
Policies & Procedures
We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day.
Our Cleaning Technicians come with a 2-step ladder. We are unable to use client ladders or climb higher than two steps. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.
We do offer slat by slat blind cleaning. Blinds must be at least 2”, we do not service mini blinds. Blinds may need to be vacuumed before they are wiped; this will require additional time. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly.
We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our technicians are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels.
For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, mice etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at Heaven Scent Cleaning Service LLC, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by the office.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our technicians are trained on how to disarm and re-arm alarms.
The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.
Entry/Key Code Policy:
Most of our clients provide us with keys or passcode to door lock for their home. Rest assured we take the upmost care in protecting both your key and your home. All keys are immediately returned upon cessation of service.
If you decide not to issue a key to Heaven Scent Cleaning Service LLC, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaners to gain access to your home. In this case, you release Heaven Scent Cleaning Service LLC of any liability that may arise from damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.
We accept VISA, MasterCard and cash. Payment for all initial booking is due at time of booking unless your appointment is more the 2 weeks past your booking date in this case we will accept an $50.00 booking fee, the balance is due the day of your cleaning. If you have a credit card be on file. We will charge your credit card the day of service unless you pay cash before the Cleaner(s) leaves your home.
Tips are always appreciated but not required. Feel free to add your tip to your payment or leave cash in marked envelope.
When we schedule your appointment we reserve a day and time for you and you alone. Our technicians depend on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:
We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid charges. We have held your spot and turned down business so as not to interrupt your service. Cancellations communicated less than 48hrs (2 full working days) prior to appointment but more than 24 hours (1 full working day) will be charged $25 per scheduled cleaner. Cancellations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning.
Lock Out/Turned Away Fee:
If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.
Skipped or Missed Cleaning Visits:
Our charges are based on the type of visit you schedule. Daily rates are for daily cleanings. Biweekly rates are for biweekly cleanings etc. If you skip a cleaning, you will be charged the rate for the next frequency of service if it takes additional time to complete your cleaning.
Notify the Office:
All cancellations must be made by phoning the office at 866-783-2777.
Solicitation of Staff:
By using our services, you agree not to solicit for hire any staff member introduced to you by Heaven Scent Cleaning Service LLC for any residential or commercial service. If you are found to have solicited one of our staff, please be advised that our referral fee is $2,500.00
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). If there is prior damage to an area we will not touch/clean the area, Including clogged tubs/sinks, windows etc. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Release of Liability:
Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Heaven Scent Cleaning Service LLC from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Heaven Scent Cleaning Service LLC may have caused the need for repair or replacement.
Holidays and Closings:
Our office is closed and there will be no cleanings scheduled on the following holidays:
New Year’s Day
**We do not work on days where there is inclement weather such a snow, sleet, wintery mix etc.**
Our hours of operation are from 9:00 a.m. to 5:00 p.m. Our technicians arrive at our first house between 9:00 and 9:30, and the last house by 3:00 p.m. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 2 hour window of our estimated arrival time if you call the office the day before your cleaning. Please allow us the flexibility of scheduling our arrival between 9:00 a.m. and 3:00 p.m. We will strive to meet your requested arrival time but we cannot guarantee it.
If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged (see Cancellation Policy.)