Residential Terms Of Services

Residential Terms Of Services

 

We belimelinda2eve that choosing and trusting a cleaning service is a huge decision and mutual respect and clear communication are the keys to maintaining a healthy and great relationship with our customers. We hope that these terms of service help foster this respect and communication with you. We thank you for allowing Brite Touch Cleaning the opportunity to partner with you in maintaining your home and simplifying your life.

Melinda Harris, Owner

 

SERVICE AND CONTACT HOURS

Our OFFICE hours are Monday – Friday: 8:00 am – 4:30 p.m.

Our SERVICE hours are: Monday – Friday: 8:00 am – 5:30 p.m., Saturdays 8:00 to 3:00 pm

  • A voicemail will be active whenever we are not available to immediately answer your call, and we will call you back ASAP. After hours, weekends and holidays we will return your call on the next business day.

 

TERMINATION OF SERVICE

We do NOT have or ask you to sign a contract that commits you to a number of cleanings!  We work to earn your continuing business with each and every cleaning as our quality of work is our contract. Either party may cancel/terminate service at anytime by giving to the other party 48‐hours advance oral or written notice.

OVER THE PHONE & ONLINE QUOTES

We provide over the phone and online quotes for each potential client because we know you are busy and we respect your time. We will ask a few questions about your home so that we can get an idea of the size of your home, the areas that need to be cleaned, and any specific requests, concerns, issues, etc., that you may have. Every home is different as well as every client’s needs. We reserve the right to adjust our rates if the description of the home was not truthful.

OUR TEAMS

Our cleaners work in teams of 2 or more depending on the size of the job. A team leader will be assigned to your home. We make every effort to keep the same team assigned to your home but cannot guarantee it due to Illness, vacations, etc., can all result in a change of team or change of cleaners on a team.

PREPARATION FOR CLEANING.

In order for the cleaning team to do their job, we ask that you pick up clothing, toys, and other household clutter items on floors, counter tops, table tops etc. to allow the maids easy access to the areas/surfaces to be cleaned. The cleaning team will not know where your personal items belong and we prefer not to go into your closets and drawers to put things away.

SERVICE AREAS

Currently, we service the residential areas in BUFORD, DULUTH, JOHN’S CREEK, LAWRENCEVILLE, LILBURN, SUGAR HILL, SUWANEE, SANDY SPRINGS, NORCROSS, SNELLVILLE, GRAYSON, DACULA. Please do not hesitate to ask us if we service other areas. We are always happy to expand our radius.

SERVICES PROVIDED

We will perform the cleaning tasks listed on the checklist corresponding with the service package you have chosen, and any additional requests discussed in your over the phone/online quote.

PLEASE NOTE that if the conditions in your home change (for example additional pets/people, or additional living spaces in your home), a price or service revision will be necessary. We clean with 2 to 3 maids per home for both general and initial/seasonal cleanings, depending on the size of your home. Quality Control personnel will be stopping by periodically to check on your team members.

ADD-ON SERVICES

Anything outside of our agreed upon scope of work, including the cleaning of rooms, after construction, basement, garage, inside windows, refrigerator, oven etc. not originally included in your quote, is considered add-ons and additional fees will be applied.

We will gladly quote that service upfront so you know the extra fee required. We will also remind you of the add-ons when we confirm your next appointment. All add-ons must be processed through the office, and not through the employees of Brite Touch Cleaning. Employees are not authorized to deviate from the work order without prior approval from management.

Additional tasks need to be requested in advance, so BTC can schedule the additional time and supplies needed.

DISHES

YES, we do hand wash dishes for an additional charge but we DO NOT put them away because we want you to be able to find them & everyone arranges a kitchen differently. If there are dishes in the sink we will wash them by hand if dishwasher is full  or pack them up in dishwasher For FREE  • Sinks with over 10 items will be charged a fee of $10.00 to be hand wash

RATES AND RATE CHANGES

BTC initial and one time rates are $40.00 an hour per team member. Hourly fees are billed by labor hour, e.g., 1 cleaner for one hour = one labor hour; 2 cleaners for one hour = two labor hours. Recurring services will be priced at a flat rate for the areas discussed.

We reserve the right to re-evaluate the rates at any time to allow for business-related costs such as gas and travel time increases and other cost increases. You will be notified of any rate changes 14 days in advance.

PAYMENTS                                                                          

A valid credit card/debit card must be on file in order to schedule services. We accept payment via credit cards or debit cards with Visa, Master card, Discover and American express.  We keep this card on file in conjunction with our payment, non-entry and cancellation policies.

We no longer accept cash or checks as payments for services to protect our team members from being robbed and to secure payments. We appreciate your understanding and cooperation in keeping our team members safe.

PLEASE NOTE: Payment for services is due after services is completed. A hold will be placed on card 24 hours prior to guarantee funds are available. Card WILL BE CHARGED AFTER service is rendered.

TIPS

Tipping is neither required nor expected. If you do choose to leave a tip, please make it clear that it is such and leave it in an envelope. Our team members is not allowed to take any money that would not be clearly marked as a tip. Tips may also be added to your credit card charge. A typical tip would be 15-20% of your service charge.

EQUIPMENT AND SUPPLIES

BTC brings all cleaning supplies and tools we need to clean with 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.

If you prefer to use your own cleaning products or solvents, we will use what you provide however you have to call the office so your file can be noted and be pre approved, an MSDS must be provided and we will not be responsible for any damage associated with that product or solvent.  , we require that you have

  • Have a toilet brush in each bathroom to avoid transfer germs throughout the house.
  • Step stool at least 2 to 3 steps in height

**Your home must be equipped with running hot and cold water and electricity for us to be able to perform our services.

QUALITY CONTROL

Our quality control system is interactive and dependent upon your feedback and communication good or bad to function. We need your input on the overall experience and quality you are receiving so that we may address any issues that are important to you. Usually changing services will not eliminate a problem since we are all in the “human” business.

We at BTC want to be sure that you are consistently happy with our service, so please notify us within 24 hours of your cleaning if you are displeased with the quality of service so that we can return to correct the situation in a timely manner without additional charge.

We are unable to issue refunds for any services performed. Our team members take great pride in the work they do and also want to be informed when you are disappointed with a service. Please use our Quality Score sheet system each and every time your home is cleaned. Those feedback sheets are key to an ongoing communication with your team members and office staff.

SHOWERS AND TUBS

Showers and Tubs can accumulate lime, calcium and soap scum.  Our cleaning solutions work very well on cutting through these deposits, however, sometimes it may take two to three visits before showers and tubs become free of these deposits.

Please note: Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but completely eliminating it may require the homeowner to have their shower re‐grouted or re‐calked.

ARRIVAL TIMES

Due to the time consuming, unpredictable nature of cleaning, BTC will give you a window time to expect your team members. We require the flexibility to arrive within a 1 to 2 hour window time. At the time of your booking, we will give you an estimated time.

NON-ENTRY POLICY

Our clients are responsible for providing BTC with access to the home or property. If our team members cannot access the home or property or we are turned away at the door on the day of service a lock out fee will be applied as follows:

  • Recurring House Cleaning: $90 charges will be applied for lock out fee.
  • One Time House Cleaning: 3.5 hours ($140.00) charge will apply for lock out fee.

Recurring clients are allowed 1 FREE lock out a year without imposing the $90 charge.

PLEASE NOTE: Do not inform the team members of any changes in your schedule, it must be done through our office by 4 pm the day before your scheduled service

If you call or email after business hours leading to less than 24 hours charges will be applied.

SKIPPED/MISSED ONGOING CLEANING

As a recurring cleaning client, a part of what you pay for is an ongoing spot on our schedule. Having an ongoing spot ensures that you receive a discounted rate. Any gaps in ongoing services WILL increase your rate because additional time is needed in order to bring your home back to a maintenance level. The increase is applied if your elapse time since your last cleaning is as follows

  • An additional week is 15% increase rate
  • An additional 2 weeks is 20% increase rate
  • An additional 3 weeks is 30% increase rate
  • An additional 4 weeks is 40% increase rate

More than 4 weeks between services will result in your cleaning rate being recalculated as a one-time service rate.

CANCELLATION POLICY

We understand that an unforeseen event may occur which will create a need to cancel your scheduled cleaning appointment. If, for any reason, you need to change your scheduled appointment, BTC requires 24 hours or more notice for all cancellation or rescheduling of all one time or recurring cleanings.

We reserve your cleaning for your home, a sudden change of cancellation or rescheduling with less than 24 hours leaves our team members with no work for the day. Charges will apply if less than 24 hours is given as follows:

    • Recurring House Cleaning: $75 charge will be applied for lock out fee.
    • One Time House Cleaning: 3.5 hours ($140.00) charge will apply for lock out fee.

    Recurring clients are allowed 1 FREE lock out a year without imposing the $75 charge.

    PLEASE NOTE: Do not inform the team members of any changes in your schedule, it must be done through our office by 4 pm the day before your scheduled service

    If you call or email after business hours leading to less than 24 hours charges will be applied.

Recurring clients is allowed 1 FREE last minute cancellation a year without imposing the $85 charge and then 1 every 12 cleaning visit.

KEYS AND ACCESS TO YOUR HOME

BTC team members must be able to access your home on the scheduled day. You have four choices to pick from:

  • Our most convenient/popular choice is to leave a key with us at our office and we’ll keep it in our key safe labeled with a unique client ID number. OR you can purchase a real estate lock box for your home and provide BTC with the pass code. These boxes can be purchased through your local hardware store (Lowe’s, Home Depot, Etc.)
  • If you choose to leave your key at a designated place at your home, door unlocked, key in an unsecured place leave a key with a neighbor for the cleaners to gain entry, you will release Brite Touch Cleaning from all liability that arises from damages or theft made before or after the cleaners leave the premises. You understand that you will be responsible for any damages or theft that are caused before/after your scheduled cleaning as we cannot guarantee that we are the only ones who will have access to your home that day.
  • You may meet the cleaner to provide access by being home on your day of cleaning. Because we cannot give an exact time, you must be home during their specific time frame to let the cleaning team in/out of the home. If no one is home when the cleaners arrive, a LOCK OUT fee will be charged.
  • You can also give us the code for the alarm system of your garage door OR front door.

*KEY AUTHORIZATION & RELEASE OF LIABILITY FORM WILL BE ISSUED TO BE FILLED OUT

TEMPERATURE SETTINGS:

During summer months, whiles the cleaners are in the home we ask that customers set the thermostat between 65 – 70, or at an adequate setting so your team members can work in a safe environment without overheating.

During winter months, whiles the cleaners are in the home we ask that customers set the thermostat to a comfortable adequate temperature so your team members can work in a safe environment without being cold.

If you are not home team members will adjust temperature settings accordingly and will reset before leaving.

DISTRACTIONS AND LIABILITIES

It is important for us to have uninterrupted access to the areas of your home that we will be cleaning.  Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others.  This includes children and pets. We need to be able to work freely and without distractions.

If we are subject to distractions that affect our ability to perform our work in a timely manner, we reserve the right to charge for extra time spent in your home. We ask that you pick up toys, clothing or other items before we arrive so the time we spend in your home can be as efficient as possible. Also, please notify us if anyone will be entering your home while we are there, so as not to scare your team members or your guest.

BREAKAGE/DAMAGE

The nature of our job requires us to touch items in your home and we realize accidents do happen. If you feel there are items in your home that are delicate and you would like us to avoid them, please let us know at the time of your booking.

Should you find damages that were incurred during your scheduled service, please notify our office within 48 hours, and we will be happy to take care of it. We cannot guarantee replacement or reimbursement after 48 hours.

In the case of breakage /damage, your cleaning team member will leave a note and/or notify you also by email and phone.We will make every attempt to repair, replace or pay for any items that we have damaged.

Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable one-of-a-kind, and hard-to-find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning.

We will not assume liability for pre existing damages and cannot be responsible for breakage of items which are unstable or in an unstable environment. All surfaces are assumed sealed and ready to be cleaned without causing harm/damage when cleaning products are used.

SAFETY

For safety reasons, we do not move anything heavy or in excessive amounts. If you wish us to clean behind anything heavy such as a stove, refrigerator, or moving boxes please move it prior to service to allow us access to that area. Wherever windows, furniture or fans are affected we do what is within reach with a two step ladder.

For our safety and the safety of all our clients, please notify us by telephone at least 24 hours prior to scheduled service of any infectious diseases or any pest infestation that occur in your household. BTC reserves the right to cancel and reschedule in such circumstances. If we are not notified of such situation, you will be charged for the time spent coming out to your home.

For our safety, all firearms in a client’s home must be stored and locked. 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.

Our team members are not trained or allowed to clean animal or human feces/excrement, urine, blood, vomit or other bio hazards. This includes litter boxes and dog kennels.

COMPUTER/ELECTRICAL WIRES

As we aim to handle all items in your home with care we know that computer wires, cables, and cords can be delicate. Our in-depth cleanings require that we may have to lift or slightly move these items as dust accumulates heavily in these areas.

Please notify us below if contact with these wires, cables, and cords can disconnect your computer system. If so we will ask your team member to skip these areas.

PETS

We are a pet-friendly company and will be happy to take special care in making your pet feel comfortable during your service. Please advise us of any special instructions regarding their care and safety while we are in your home.

We do, however, need to make sure that safety of our employees and staff are addressed.  if your pet is afraid of vacuums, territorial, overly friendly or aggressive and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in and that we still can access all necessary rooms in order to do the scheduled work.

Our team members are not trained or allowed to clean animal or human feces/excrement, urine, blood, vomit or other bio hazards. This includes litter boxes and dog kennels.

SECURITY ALARM

Brite Touch Cleaning is not responsible for any charges from a local police department that is called out due to an activated alarm, which we are not able to turn off. Please make sure to update us with any new instructions on how to properly turn off and reset your alarm system.

If your home has a security system, please inform us how you want to handle it. Security and safety of your home. 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 or others 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.

PARKING

We ask you to provide us with a parking possibility next to your home so that we have easy access to the equipment and supplies in our vehicle.

WEATHER

BTC will be closed for business when severe weather conditions prevent safe road travel, but we will reschedule for another day. Our cancellation policy still applies, meaning you will not be able to cancel your appointment due to the inclement weather. We will do our best to reschedule you as close to your regular appointment as possible.

HOLIDAYS/VACATION

BTC office will be closed and there will be no cleanings scheduled on the following holidays:
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day + Day After Thanksgiving
Christmas Day & Day After Christmas Day

If your cleaning visit falls on a holiday, every effort will be made at least 2 weeks prior to re-schedule your visit for the same or following week, but this cannot be guaranteed.

When you the customer goes on vacation, BTC will offer a no fee cancellation of regular cleanings when a note of at least 7 days is given. BTC reserves the right to charge a fee for any cancellation with less than 7 days advance notice.

HIRING OF BRITE TOUCH CLEANING STAFF

All of our staff have signed a Non-Compete agreement with Brite Touch Cleaning. 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 Brite Touch Cleaning or for 2 years following termination of employment

The client agrees that he/she will not hire, solicit, entice, or influence any employee past or present of BTC, or take over the cleaning contract, whether it is directly or indirectly, individually, through a family member or other person, or other company action during employment with Brite Touch Cleaning or for 2 years following termination of employment

Otherwise, a referral fee of $3,000 will occur. This fee is due immediately upon employment of the past/present employee, regardless of whether the employment is regular or on a contract basis.

THINGS WE DO NOT DO:

As it is our goal to always provide our clients with outstanding service due to the safety of our team members and the utmost concern of your delicate items:

  • WE DO NOT clean homes that have been infested with bed bugs.
  • WE DO NOT clean cat litter boxes, dog kennels feed or handle any pet feces.
  • WE DO NOT hand wash clothes.
  • WE DO NOT Provide laundry services when the laundry facilities are not located inside your building.
  • WE DO NOT Clean outside of windows that do not flip forward. Clean outside of larger than standard size windows. Standard size windows are 40″ w X 60″ h.
  • WE DO NOT Clean inside of toilets without a proper toilet brush.
  • WE DO NOT Provide service to homes that are occupied by unsupervised children or teenagers
  • WE DO NOT Provide service during the winter months to homes without adequate heating
  • WE DO NOT Provide service during the summer months to homes without adequate air conditioning
  • WE DO NOT Operate clients motor vehicles
  • WE DO NOT Let in service people such as water meter readers, UPS drivers, and so forth;
  • WE DO NOT pick up or sign for deliveries or packages
  • WE DO NOT Access your phone or answering machine;
  • WE DO NOT Exchange keys with anyone other than the contracted client
  • WE DO NOT climb higher than a 2 – 3 step ladder
  • DO NOT move furniture over 25 pounds

 

CONFIDENTIALITY

Brie Touch Cleaning recognizes and acknowledges that this Agreement creates a confidential relationship between BTC and the Client. Information concerning the Client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is confidential Information.

BTC agrees that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. Brite Touch Cleaning further agrees to bind its employees to the terms and conditions of this Agreement.