OUR POLICIES

OUR POLICIES

By using our services and booking with us whether it be via phone,email, text, or our online booking platform, you agree to our terms of services and policies.

Arrival Windows:

We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. That is why we have a two hour arrival window to account for any traffic or surprises. If your scheduled cleaner is going to be more than 15 minutes late past the arrival window, we will contact you.

Payment Policy:

At the moment only Credit/Debit Cards are accepted. No Cash/Check. Cards are put on file before the service to reserve your date/time for your cleaning. This is to ensure the safety and legitimacy of the booking. Rest assured you won’t be charged until after the service is done, but your card will be put on hold before the cleaning day. If we are unable to put your card under an authorization hold by 5pm before the day of the cleaning, we reserve the right to cancel your cleaning appointment.

Payments are due and charged after each service.

Late Payment Fees:

If for any reason, payment is not made at the end of service, overdue payments (typically over 5 days) are subject to a late fee of $25.00. In addition, interest will be charged at the rate of twelve percent (12%) per month on all overdue amounts. Overdue payments that haven’t been paid after multiple notices and/or over 30 days will be submitted to the collection agencies.  Cleaning Tribe reserves all rights available under California law to collect any amounts due and owing pursuant to this agreement.

Late Cancellation/Last Minute Reschedules

If you wish to cancel or reschedule a cleaning appointment, please do so 24 hours in advance. If you reschedule without a proper notice,  We will not have enough time to fill the schedule with another client for our maids. This decreases the maids’ pay. Without consistent wages, we cannot retain the best maids to clean for you. Thus, respecting our procedure for reschedules helps ensure you will get the best house cleaning service possible.

If a cleaning appointment is cancelled or rescheduled less than 24 hours in advance, cancellation fee of $70 will be applied.

Lockout Fees

Have you spent an hour waiting in a fancy restaurant, only to realize that your date has stood you up?  That’s what lockouts feel like to a cleaning service company.

We understand that people make mistakes,but lockouts are incredibly disruptive to our operations,  demoralizing for our cleaning techs and economically costly to our company since we still have to compensate our cleaners for their lost wages.

If our cleaner arrives and is unable to enter the home for the cleaning and/or if we can not reach you on the time/date of service, our team will wait outside of your house for 30 minutes. But any longer, and they’ll have to start getting ready for their next appointment. This will incur a lockout fee of $70.

Parking

If there is no free parking available when your cleaner arrives, you will be asked to compensate them for parking since our cleaners will have to spend money to service you.

Things we do not do/clean:

  • Cleaning Bio-hazardous
  • Cleaning Dangerous Chemicals
  • Cleaning Bug infested homes
  • Removing or cleaning Grout
  • Cleaning outside of windows
  • Lifting/moving heavy weights/objects (30lb limit)
  • Climb ladders
  • Fireplaces
  • Chandelier cleaning

Bio hazardous/Bug Infestations/Dangerous Chemicals

For our cleaners safety they cannot clean bodily fluids, mold, or other bio hazards. This also includes bug infested homes (Roaches, Bed Bugs, Etc).  If you schedule a cleaning for a home that has any bio hazards or infestations without prior disclosure of this information, you will be charged a $250.00 Fee for a replacement of (equipment, clothing, chemicals, etc).

Right To Refuse Service

Cleaning Tribe reserves the right to refuse service to anyone for any reason. These reasons include but are not limited to: not being able to gain entry/access to a home, no power / running electricity in the home, no running air conditioning or heating, frequent cancellations or schedule changes, improper or dishonest booking, project out of the scope of the original booking, being rude to staff or affiliates and / or incorrect or non-functioning billing information.

Other Services Can Not Be Performed During Our Cleaning Service

If on the day of your cleaning service, we find out that there is another service being performed(Renovation, Repairs,Painting,etc.) on your property, we  reserve the right to refuse service or reschedule for another time.

This is to ensure that you receive a quality house cleaning when all is said and done. We do not perform our services while another service provider is present to prevent conflicts, effects on the quality of our services,etc. This is a strict policy that we abide by.

If for any reason we do proceed and perform a cleaning while another service is being performed, you agree that we will not be held liable for the quality/end results of the cleaning

Thank you for understanding.

Inclement Weather

If there is a storm in progress on your scheduled cleaning day(Hail, Ice,Snow,Rain,Thunder)

it will be a judgment call made by the management as to whether or not the staff will be working that day to ensure their safety.  We will reschedule Client’s cleaning within three days of closed business day due to weather.

During summer months we ask the central air conditioning be left on while we are cleaning. This will keep our teams comfortable while performing the cleaning tasks in your home.

Assigned Cleaner:

Your assigned cleaner will be your default cleaner with the exception of illness, vacation, personal emergency, or an ongoing schedule change. In the event that your default cleaner has an ongoing schedule change or no longer works here, s/he will be replaced with another trained cleaner who will have your home’s customized work order. You are also more than welcome to audition multiple cleaners until you find your ideal match.

Loss or Breakage:

If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. If you can not get a hold of us, submit a written email, text and/or voicemail. We can not address or help with damages not reported within this time frame

Items we can not address or excluded from liability are; cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics.

Cleaning Tribe’s total liability for other property damage is limited to a full/partial refund of the amount paid for the cleaning service rendered on the date that the damage occurred. Cleaning Tribe at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. Cleaning Tribe will choose the method, manner, and person or persons to perform or supply such repair or replacement.

You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We don’t take responsibility for pictures/mirrors/shelves/blinds not secured properly. These are just accidents waiting to happen! We cannot take responsibility for cleaning these items or for damage to them if they have not been pointed out to us.

We cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had prior damage.

We are not liable for any suspected/stolen items. Please feel free to file a police report and we are more than willing to cooperate 100% to resolve any issues between you and your cleaner.

Safety:

Our maids will never clean (exterior) outside of windows, hazardous chemicals, and bio-hazardous cleanups(This includes blood, excreta, and other bodily fluids). Our Cleaners are also not allowed to lift heavy furniture/items(35lbs or over) nor perform any services that might endanger them. Please do not ask them to. They are not properly trained to perform those services for the sake of their safety.

No Soliciting:

Soliciting to our cleaners is strictly prohibited. All payments and cleaning service agreements is to be made only between the company and the customers. Hiring/Soliciting a Cleaning Tribe worker for services not in agreement with Cleaning Tribe, is never permitted. No questions asked.

Products:

Cleaning Tribe provides the products and equipment necessary to clean your home. If you would like us to use a product we do not carry, then please provide that product and we will be happy to use it in your home. We cannot, however, guarantee the safety of products that you provide. For heavy build-up or stains, we may request your permission to use a stronger cleaning agent, which may contain toxins.

We are happy to customize cleanings to fit individual needs. Please communicate these needs to our management staff and we will be happy to accommodate, so long as the requests are for tasks in which our cleaner has been professionally trained.

Wall Washing/Scrubbing

Please understand we do not offer wall washing/wall cleaning services. This is due tot he fact that hard scrubbing on the walls may damage them and may even strip off the paint. If you do insist that our cleaners scrub you walls, we will not be held liable for any damages that may be caused.

Holidays:  We don’t provide services during the following holidays. If you have a cleaning appointment scheduled on these days, we will give you a call to reschedule.

-Christmas

-Thanksgiving

-New Year

-Easter

No Risk booking policy for hourly cleanings:

On a first time cleaning,  the cleaning will be charged by the hour. For hourly cleanings, the cleaners work from a written list of priorities provided by the client or our 44 point checklist and get as much done as possible. We encourage our clients to over-book rather than under-book the number of hours for a first time or occasional cleaning. There is no risk in over-booking, because we only charge for the amount of time it takes to do the cleaning. We only have a 3 hour minimum for one cleaner and a 2 hour minimum for two cleaners. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer. Please be as specific as possible on your priority list to ensure your cleaning is fit to your needs. Please also keep in mind that if you booked your cleaning online or phone, bookings are not final until a Booking Confirmation Email has been sent out.

Minimum Charge

When booking with us, you will only be charged for the hours our cleaners actually clean for. But keep in mind we currently do have a minimum set charge based on 2 Cleaners for 2 Hours. So if our cleaners finish before those minimum set hours, you will still be charged our minimum. 

Hourly Estimates/Pricing:

Please understand that we recommend and estimate a certain amount of time for your home based on the descriptions you provide. This in no way guarantees the whole scope of work will be completed with the estimated time due to many uncontrollable variables and conditions of the homes.

We try to be flexible and reasonable with most homes, but adding on more time may sometimes be necessary.

Due to the nature of Hourly cleanings, we can only guarantee that a cleaner will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.

Refund Policy

Please understand that cleaning service is a personalized experience. Our cleaners use their gas, supplies, chemicals, and also labor hours so we do have a no refund policy. But we’re more than willing to work with you with any problem with a case by case basis and can send a cleaner to fix anything that might have been missed (please refer below to our service quality guarantee)

Recurring House Cleanings:

After the initial hourly cleaning, we charge a fixed rate for regular service (weekly, bi-weekly or monthly). The fixed rate will be based on our 44 point checklist that we use.

Rate Increases & Adjustments

We may increase rates annually or as it seems fit to cover additional expenses, inflation,etc. to continue to provide high quality services to our clients. We will notify you in advance via email, text, and/or call of our price increase, and will be applied on the first of the month.

SERVICE QUALITY GUARANTEE

Cleaning Tribe strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address and come up with a solution

Depending on a case by case basis, you may be entitled to a free hour re-clean if our cleaners missed anything or there was a quality problem.

If we do not receive notice of a problem within 24 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.

Cleaning Tribe reserves the right to update or modify this Agreement/Policies at any time without prior notice. For this reason, we encourage you to review the Agreement whenever you use any of the Sites or use our services. If you do not agree to these terms, please do not use the Sites/Services.