Terms and Conditions
HOW OUR RATES ARE CALCULATED
Your rates are calculated based on the information given to us in the Online Rates Request. We charge a flat rate as opposed to hourly rates. We are a Professional and Legal Cleaning Service that complies with all Rhode Island Labor Laws and Legal Business Operations. This includes Worker’s Compensation, Payroll Taxes, and Liability Insurance. Rates are non-negotiable. Clients with upcoming appointments will have a hold 3 days prior and will be charged by credit/debit card 3 day before the cleaning.
Kristina's Cleaning has the right change the rate of the service being performed if the client adds services to the cleaning after online booking, if something was not selected (i.e. pets) when booking your cleaning, and/or if the client leaves a note or request the service change to one of the cleaners verbally.
Late payments made after the day of the cleaning will incur $20 Late Fee and interest will be charged at the rate of twelve percent (12%) (RESIDENTIAL) per month and five percent (5%)(COMMERCIAL) on all overdue amounts. A $30.00 Collections Fee will be assessed for all monies owed that must go to our collections office after 30 days of the service date and any discounts of coupons will not be honored. In the event an account requires legal or collection action, the customer agrees to pay all costs of collection without limitations for attorney fees, court costs and all collection costs including interest on past due amount.
Gratuity is not required but always appreciated for a job well done. 10 - 15% is the general rule of thumb.
HEALTH AND SAFETY
Due to health and safety reasons, we are unable to clean up mold, human, pest (flea and rodent infestations, etc.) or pet waste and bodily fluids. If we come into a home that requires this type of cleaning we will skip the affected rooms and discount the client accordingly, if majority of the home is in this state we will cancel the cleaning and charge the customer 50% of the cleaning. Homes that are in a abandon state will not be serviced, We do ask to be informed beforehand if this may be an issue.
We carry a $1,000,000 liability insurance policy and a $25,000 fidelity bond. All cleaners are covered by workers compensation insurance for any injuries occurring inside or outside of your home.
Safe working conditions: We ask our customers to make sure that rooms are well ventilated and ask that you set the thermostat to 67-72, so your cleaners can work without overheating / getting sick. In the winter months sidewalks and driveways must be cleared so our cleaning professionals are able to gain access to your home.
Not responsible for damages caused due to special instructions/procedures required by client such as excessive mopping of wood floors, wiping walls, woodwork with chemicals, scrubbing stone work, etc. If we are specifically requested to dust/clean inside of a hutch/china cabinet, dust any computer equipment or wash dishes, client agrees to not hold Kristina's Cleaning Service or any of its employees responsible for damage to any article or component.
As we are a “green” cleaning service we do not use products with bleach. If there is excessive mold or stains in tile grout, we suggest having the grout professionally re-grouted and sealed. We can suggest companies that provide this service
We do not climb higher than a 2-step ladder. We do use extension poles for higher items that need dusting and cobwebbing.
We do not wash walls, only spot treat small effected areas.
Cleaning Techs are required to wear closed toed, non-skid shoes while cleaning. We are not able to provide service for "shoes off" households.
To ensure the best quality of service, best rates, and safety of our staff, Kristina's Cleaning uses only Company supplies and equipment.
We understand that life happens. Things come up that you may not be able to plan for. For this reason, we have established a policy that allows for some wiggle room.
We require 2 business days notice to cancel an appointment without penalty.
There will be a 50% cancelation fee.
This also applies to LOCKOUTS, meaning that we are not able to access your home on the scheduled day. Cleaners will wait for 15 minutes before departing.
Schedules are always confirmed via email before initial service is started.
Cleaning service occurs between 8am- 3pm on your regularly scheduled day. Given that each home that we clean varies in the amount of time it takes to clean, we can not guarantee an exact arrival/ departure time. Each cleaning has there own arrival time.
There will generally be 1 – 2 Cleaning Techs assigned to your home after the First Time Clean. Given how scheduling works, we are unable to guarantee the same Cleaning Tech each visit.
Kristina's Cleaning makes every effort to consistently schedule a predetermined set day that we arrive for each cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.
ACCESS TO YOUR HOME
We will discuss arrangements of how to access your home before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the clients to remember to leave out a hide-a-key or having to wait around to let us in each visit (which also avoids lock out charges)or We will install a small coded company lockbox in a discreet location on the exterior of the home for the key. We are not able to keep a copy of the key as we cannot guarantee the same Tech each visit.
Discount code “Clean” will give you 10% Off one time cleanings.(Post Construction Cleaning N/A). Discount code “Sparkle” will give you $20 off your first 5 cleanings.
All Cleanings must meet $100 Min.
We accept all major credit card. We no longer accept check payments. We will hold the amount up to 2 days before your cleaning.
LIMITATION OF 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 Kristina’s Cleaning. These items cannot be cleaned due to insurance regulations. Kristina’s Cleaning will not be liable for items not disclosed and listed on this estimate. Kristina’s Cleaning 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. Kristina’s Cleaning 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. Kristina’s Cleaning 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 Kristina’s Cleaning is requested by the client to clean windows or window blinds, Kristina’s Cleaning will not be responsible for any damage or loss if such blinds are damaged in the cleaning process.
SERVICE QUALITY GUARANTEE
Kristina’s Cleaning strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us via phone call within 48 hours of service in order for us to address and correct the problem.
If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge and additionally provide one half hour of cleaning services at no extra charge to compensate for your inconvenience.
If we do not receive notice of a problem within 48 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.
GETTING READY FOR THE CLEANING
Don't "clean" before we arrive, but do "pick up" as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. To avoid possible breakage we will not clean heavily cluttered areas (shelving, countertops, etc).
Oven cleaning: In order for a self cleaning oven to be wiped out, the self-cleaning option must be run at least 8-hours prior to the cleaning and must be 100% cooled down before Kristina's Cleaning will wipe it out. Keep in mind ovens that have not been maintained may have tough to remove spots.
We request that the house be unoccupied during the time of cleaning. This way we can be the most efficient and give the best rate possible. We understand this may not always be possible. No contractors, Moving companies, rug cleaners, any service industries workers that will effect the cleaners or we will be forced to cancel your cleaning(even after arrival) with a 50% fee.
For example, if a client has a home office and is on conference calls, we would need to arrange our cleaning visits around that since we wouldn't be able to run the vacuum cleaner during that time.
Or if there there is a little one at home, we would want to arrange cleaning time around nap times, etc.
We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.
As you know the weather in New England can be unpredictable. If there is a storm in progress on your scheduled cleaning day; the office will make a judgment call as to whether the staff will be going out that day. We would never want to jeopardize the safety and welfare of our staff. If we do have to cancel your visit due to bad weather conditions; we will call you to reschedule your cleaning.
We ask that you please be aware of the conditions outside of your home on the day that we are scheduled. Please keep driveways and walkways shoveled, sanded and/or salted so that our staff can access your home without getting injured. If you feel that we may not be able to access the home because of the conditions, please call the office in advance to let us know.
It's bound to happen sometimes. We do our best to prevent it and effective communication is very important.
1. Sometimes breakage occurs when there are "booby traps". Those are accidents waiting to happen. We are often handling things that aren't normally touched (pictures not hung securely (e.g. with thumb tacks), top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for "booby traps". Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves).
2. We will pay up to $100 per breakage item, when value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
3. In some cases we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.
As owner of Kristina's Cleaning I take responsibility for my employees and their actions. Our policies are designed to help minimize risks. I will personally review any unresolved incident to insure the fairest resolution possible. You are our valued customer and we wish to resolve each incident to your satisfaction.
To ensure the best quality of service and best rates, Kristina's Cleaning uses only Company supplies and equipment.
Please do not hesitate to give me a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, I seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle life's most expensive possession - your home.