Dear Valued Client,
All of us at J & A Cleaning Services take pride in our work and clean the very best we can in the homes and offices that we service. We want to perform in collaboration with you to deliver superior service we strive for. As a valued client, you deserve the best service we can provide. We will take every consideration to ensure your continued satisfaction with us. This agreement is in automatic effect when you are being serviced by our company. You have the right, as do we, to cancel services at any time for any reason.
Thank you for supporting your locally owned small business.
Philosophy: We believe that mutual respect and clear communication are the keys to maintaining a great relationship with our clients. We hope that this agreement helps foster this respect and communication with you.
Client Responsibility: We must be able to reach all areas to be cleaned. We greatly appreciate it when dishes, clothes, toys, left over food, etc. are put away before we arrive. Surfaces that are covered with clutter will not be cleaned. While cleaning, items will not be put away by J & A Cleaning Services, they are returned to their original place. Since we are on a schedule, we will be working as quickly and efficiently as possible.
Appointments: Cleanings are scheduled in an order that requires less driving time. This means that if you are not on an appointed time, your cleaning time may differ each time. All work that has a scheduled time, the team will arrive as close to the scheduled time as possible. If we are late due to unforeseen events we will call to notify you as a courtesy. If we are earlier than 15 minutes or more we will call to notify you as a courtesy. We will make every effort to accommodate your needs, and call you ahead of time if there are any changes in the schedule.
Cancellation/ No Show Fee: You may reschedule, skip, add, or cancel any of your cleanings. We do ask for a 24 hour notice of any of these actions. We have other clients who are on a set time schedule, and without notice it interferes with their cleaning times. Please be courteous and call. Without a 24 hour notice, you will be charged $25 cancellation fee, payable at next schedule cleaning.
Payment: Payment is due at the time of service unless other arrangements have been made with the company. You can pay with cash, credit/debit (with a $5 convenience fee), check or money order. Leave your check or money order (made payable to J & A Cleaning Services) on the kitchen counter if you are not home. In order to keep our overhead low, we have no provision for billing so we cannot allow outstanding balances. The company reserves the right to discontinue service until payment is received. We have a no check, no clean policy. Payment is expected in full the day of the cleaning. Any check returned from your bank will be assessed by an additional fee of $25.
Keys: JACS will safeguard the customers keys at all times. The keys provided by customers will be coded with an identification number only. The owner or a team-leader of JACS will handle the keys on the date of service. Lost keys will be reported to client with replacement cost paid by JACS. When keys are not in use they are put away in a lock box. Only the owners have the key to the lockbox.
Rates: Our rates are determined by the frequency of service; the more service you have; the lower rate you have. The rates we quote apply to the time period initially established, this might be one time, weekly, bi-weekly, or monthly. If you end up skipping appointments, we must perform more work than agreed and our prices have to be adjusted. In other words, if the time lapsed since your last appointment an additional week, your flat rate will be increased by 15%, 20% for 2 weeks, 30% for 3 weeks; 40% for 4 weeks. If you go two months without services, you will be recomputed to the initial full service rate. There is a minimum of $95 for customized cleaning, such as if you wanted “only the bathrooms cleaned, etc.”
Pets: JACS reserves the right to refuse services on the scheduled date if an animal in the home is considered dangerous. Pets left inside the home on scheduled service dates will be protected to the best of our ability, however please let us know if you have a pet roaming so we may tell the team. JACS will not be held responsible for the behavior of the pets while the service is being performed, or if you have a runaway pet when we are entering and exiting the home.
Distractions: We ask for your cooperation in correcting other problems that could affect our efficiency. Please limit the number of people in your home when we arrive. Individuals in the home while service is performed must not occupy the room while the cleaning is being done as it is a distraction. It is requested that you move to the other rooms and be mindful of our equipment for your protection and the protection of our employees. Excessive distraction may void the 24 hour cleaning guarantee.
Discounts: Referral and coupon discounts will be validated by J & A Cleaning Services. The referral discount is applied to your service after your referral has been serviced. You will be notified when the discount is in affect and applied to your invoice.
Trash: All trash cans will be emptied and relined as required. Please let us know if you have any hidden trash cans. We do not have employees searching through cabinets or drawers. Please have your outdoor trash and recycling receptacles accessible, we do not take your trash off of your property.
Thefts: The best protection is caution, please do not leave out any money or valuables, which could be lost or taken. We do not bring purses or personal items into your house. You are protected from theft by our bond. If a theft is suspected, our bond requires that you file a police report with your local authorities.
Damage: Any suspected damage by JACS must be reported within 24 hours after your appointment. An inspection will be scheduled in a timely manner. Repair or replacement will be arranged upon determination of responsibility. We are not responsible for wall hangings that break that are attached with anything other than actual picture hooks or for items that are very fragile and are not put away or we weren't warned.
Guarantee: Our work is done to demanding specification and we will provide a 24 hour guarantee. It is your responsibility to notify the company of any problem within this time period; an email to firstname.lastname@example.org or a call to Christina, the owner, will be sufficient. We will come back to your house for an inspection and correct the problem as soon as possible. You can help the team be more efficient by not interfering with our routine. As a company rule, discounts will not be given; we will make every effort to be reasonable. But the area in concern will not be re-cleaned if there is evidence of family members or pets that dirtied newly washed floors, mirrors, etc. We do not offer refunds on services that have been provided. We will however return and re-clean the area in question for any problems reported within 24 hours of cleaning.
Chemicals & Equipment: JACS will use products that are authorized by the customer only when prearranged on the service agreement and noted on your work order. Employees are trained and authorized to use the products and equipment of JACS. If we your products are used our guarantee is void.
Air Conditioning: When required, JACS employees will need to use the air conditioning by lowering the thermostat to a comfortable setting to prevent heat exhaustion, fainting, and possible interior damage to customer home. Or please insure that your house is well ventilated or air conditioned. If your home is too hot it will compromise efficiency.
Health Matters: We cannot clean up vomit or feces not contained in a toilet because it is a bio hazard. We don’t clean cat litter boxes or anything with bodily fluids and diaper pails. We will also will not clean if pest control spray is fresh. We would appreciate you letting us know if there is someone home ill so we can take precaution or reschedule.
Interior Construction: For your own safety, we cannot allow cleaning around interior construction project. There is a danger of accidents, and we do not want to interfere with another professional’s work in progress.
Tipping Employees: Our employees are paid by JACS. They are offered incentives for improving our services. It is quite acceptable if you wish to leave a tip for them because you are happy with their service. They appreciate this vote of satisfaction.
Items We Do Not Clean: Our staff will clean no higher than a step stool, work on the outside of your home, move furniture that contains electronics or is more than 25 lbs., they are not allowed to lift anything over 25 lbs., prepare meals, provide any pet or children related services. We request that you let us know if there are any infestations issues such as ant, flea, termite, roach and other pest problems as we will be unable to vacuum, due to the possible spread to other clients homes. Please let us know of any items that are of high value or are of sentimental value as we will work around those items or you can kindly put them away to avoid accidental damage.
Supervision: All teams work under a team leader. Special instructions for our appointment are outlined in writing or given verbally to the team leader on the day of your appointment. All work will be scheduled in advance, and the team leader will be sure all tasks are completed. The team cannot handle special requests without prior arrangements (see Special Requests below). Please help us by NOT giving special instructions to anyone other than the team leader. Here’s the way most cleaning is done. On arrival at your home, the team leader will inspect your rooms and then direct the work. Upon completion, the team leader will inspect the rooms again to ensure that the work has been done correctly. The team leader will then see that the house is left as it was upon entry and will lock all outside doors.
Special Requests: We welcome special requests. These must be scheduled 72 hours in advance so we allow our team enough time to complete their other duties and then tackle your request. We will gladly quote that service upfront so you know the extra fee required. We will also remind you of the special project when we confirm your next appointment.
Employees: Employees are not authorized to use any undocumented items in the customer’s home and are required to document any damage found or incurred on the day of service. Employees will treat your home with respect and utmost care. Please contact us right away if you have any issues with an employee.
No Tolerance: We will not tolerate any prejudice or any aggressive behavior, as well as any type of harassment or belittling of an employee by the client. If any employees feel threatened or uncomfortable they are advised to call us and leave immediately. We may refuse any further services depending on the severity of the occurrence. We have the right to work in a safe environment. We do not tolerate any of these behaviors amongst the team as well, please report any situations to the company immediately.
Hiring of JACS Employees: You agree not to hire past or present employees of JACS for a period of not less than 1 year from the date that employee last worked for JACS. In the event that you feel you must hire an employee of JACS and the agreement is broken, there will be a $3000 referral fee that is due immediately to J & A Cleaning Services, upon employment of the past/ present employee, regardless of regular employment (part-time or full-time) or on a contractual basis.
Other Workers on Service Date: Our liability and bond policies only cover JACS employees. It does not cover other workers from other companies in the home on a scheduled service date. If other workers are in the home at the same time as our employees, you will be required to provide a release for our workers with your signature on a work order. It is your responsibility to validate the work performed by the other company and hold JACS harmless. If actual damage was found due to the work of JACS employees, it must be reported to management before work has commenced by the employees of the other company.
Vacation: J&A Cleaning Services will be closed 9.14.18 - 9.27.18 to allow for some well-deserved vacation time. Please plan your cleaning schedule accordingly. If you foresee conflict at this time, please let us know in advance and we will make every effort to accommodate you.
Closed Major Holidays: We are closed; New Year’s Day, Independence Day, Thanksgiving Day, Christmas Eve, and Christmas Day, Labor Day, Memorial Day. If you are scheduled for your regular cleaning that falls on one of these days we will contact you a week or two before to reschedule your cleaning to an open day.