Reed's Cleaning Solutions

 Service Agreement

These terms of service are designed to help our clients understand the service they are purchasing.  These terms clarify and describe our guarantee,  exclusions,  cancellations and potential problems we strive to avoid if at all possible. With your help, these issues can be averted to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Reed's Cleaning Solutions and our customers.

By scheduling a one‐time or recurring service with Reed's Cleaning Solutions, you are agreeing to accept the following terms and conditions:

General Limits, Conditions and Liability

100% Satisfaction Guarantee

If you are not happy with any area we have cleaned, simply call the office within 24 hours and we will come back and re‐clean it free of charge.  The cleaning technicians must be allowed to come back into the home within 1 business day, and usually are able to return the same day. Please note we do not offer cash refunds or money off the cleaning, but we will 100% return and clean it.

Insurance, General Liability, Bonding & Tax Reporting

We hereby attest to our customers that Reed's Cleaning Solutions collects and reports all employer‐required taxes for the cleaning technicians services to local, state and federal agencies, thus protecting you from IRS tax‐liability with respect to income the cleaning technicians receive.  All cleaning technicians are covered by State workers compensation insurance for any injuries occurring inside or outside of your home.

Security Alarms

Reed's Cleaning Solutions respects your home, and your safety. We do our best to disarm and rearm your security system according to the directions provided, and the code provided. We do our very best to be diligent and careful, however, we are not responsible for any charges from a local police department or security monitoring company or any other associated charges related to an activated alarm while we are entering, cleaning, or leaving your home.

Condition Contains Bio-Hazards

If we arrive to a cleaning and any area of the home contains bio-hazards, we cannot clean those areas (we will clean the areas we can), but you will still be charged the full cost of the cleaning. If there is feces in any part of the house, the entire home will not be cleaned and you will be responsible for the full cost of the cleaning.

Pets “escaping” from the home

We cannot be responsible for pets that “escape” when our cleaning technicians are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaning technicians can be on alert when they open doors.  Our cleaning technicians are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

Pet Special Consideration and Instructions

We work around pets every day and we love them!  However, if you have special concerns that fall outside the duties of cleaning (i.e., if you have allergies to your pet and your pet cannot be in your bedroom, your cat cannot have any plastic around him or he will eat it, or your dog gets excited and urinates when greeting a visitor), we will not be held responsible for any damages or liability that result from your pets’ actions.  If your pet has ANY special requirements, we recommend boarding them for the day of the cleaning.

Pet feces and urine

Our cleaning technicians cannot touch or pick up pet feces, including emptying litter‐boxes.  If, for whatever reason, pet feces or urine is sucked up by our vacuum, the cost of repair, cleaning, and/or replacement will be charged to the customer, and any time used to try to clean or investigate any potential damage at your home is counted as cleaning time.   If your pet is sick, ill, etc., and having accidents, please let us know so that we have a heads-up.  Urine stains on hardwood floors will be mopped by our cleaning technicians, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out… a flooring specialist should be contacted.

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Days We Clean

We are open Everyday, from 8AM – 6PM. We do not clean on Thanksgiving and Christmas.

Items / Areas We  Do Not Clean / Services Not Offered

• Wall washing or scrubbing

• Fabric blind cleaning or washing

• Chandelier cleaning or washing

• Compost removal

• Oven grate cleaning

• Interior fireplace cleaning / ash removal

• Cat litter box; cat litter on floor

• Pet feces and urine

• Bio-hazardous cleaning (urine, mold, blood, bodily fluids, etc.)*

• Areas unreachable by using our step stool

• Ceiling fans over beds

• Carpet powder, baking soda on flooring

• Any area of floor, cabinets, or furniture that have paint, paint drips, candle wax, or other stuck-on matter that could potentially cause damage

• *We do clean mold in bathrooms unless the mold is on a porous surface such as a cabinet, baseboard, window frame, or other porous surface.

Cleaning Supplies

Our cleaning technicians bring the tools and products needed to thoroughly clean your home.  We are not able to use any of your cleaning products. We also are not able to clean in homes that have any fumes from paint, varnish, sealants, solvents, etc. from recent work to your home. Similarly, we cannot vacuum up any scented powder or baking soda or any powdered substances with our vacuum. If you have a broom, however, please place it by the front door and we will sweep it up for you.

Dusting

Our cleaning technicians take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.

• Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left.  This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized.

• Dusting Knick‐Knacks, Collectables, Stand‐up Picture Frames, and other small items:  We dust small items based on the size and the number of items on a shelf or flat surface like a mantel.  If there are 10 or fewer small items on a shelf we will hand dust them and the surface below and return the item to the shelf.  If there are more than 10 items per shelf we may dust the items where they sit and the surface around them.

• Dusting height limits:  We are not able to dust items on shelves or hung on a wall that are higher than a cleaning technician can reach standing on a 2 step stepladder.  We do use extension poles to high dust rooms but we will not high dust items that may tip over or hung on the wall because we are not able to hold it with one hand in order to secure it while we dust.

Showers and Tubs

Showers and Tubs can accumulate lime, calcium, and/or soap scum.  We do not do lime or calcium removal unless it can be removed with elbow grease, a non-toxic cleaning agent, and reasonable scrubbing efforts (mineral and lime, however, usually need acid remover, which we do not work with).  We DO remove soap scum.  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‐caulked. Showers and bathrooms with tile and grout may need extra time to clean, especially if there is a lot of tile. Scrubbing with a grout brush around each tile is time consuming and, because of this, if you have extensive tile in your showers and bathrooms, you will need to order sporadic “deep cleanings” of these areas, as they can take an hour alone just to scrub the grout (not including the rest of the bathroom). Please book this additional grout service accordingly and, in the meantime, we will do our best to keep it up.

Damage or Breakage

Our cleaning technicians exercise reasonable care when cleaning your home.  We do carry insurance for damage or breakage caused by our cleaning technicians.  We are not liable for damage that is caused by “normal wear and tear,” improper installation of an item in your home, or artwork, collectibles or family heirlooms valued over $75.   These items include but are not limited to the following examples:

• Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush.  We use top-of-the-line Miele vacuums.  These vacuums are set to industry standards in order to limit snags while still providing a high quality vacuuming.

• Insufficient Support / Not Recommended Placement: We are not responsible for items such as televisions, mirrors, photos, pictures, decorations, art objects, etc., that are not properly placed on stable objects or affixed properly and per manufacturer’s recommendations. Thumb tacks, short nails, or unanchored nails for heavy paintings or mirrors or other objects are not stable. If we find objects that are improperly, unsecurely, or dangerously affixed, we will not be able to clean or dust the, and we thank you for understanding. Accordingly, we are not responsible for televisions not placed on proper TV stands, items leaning against walls (such as mirrors, photos, pictures), etc., that are not properly affixed to walls or area(s).

• Cleaning Refrigerators:  Customers should be aware that there are some inherent risks each time your refrigerator drawers and shelving are cleaned. If there has been gunk / old food / sticky substances, when you scrub that clean, the plastic, which is a brittle substance, may crack as you are “weakening” the structure now to scrubbing the matter off. The matter — especially sticky substances — adhere to the plastic, so cracking can occur.
  We are not responsible for any cracking / splitting, etc. for your refrigerator that is a result of this.

• Broken Blinds:  Customers should be aware that there are some inherent risks each time your blinds are cleaned and/or dusted.  Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks.

• Improperly hung pictures/decorations/mirrors/fixtures:  If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.

• Artwork, Collectibles, Family Heirlooms and valuables over $75:  These items are expensive or impossible to replace and so we will not take the risk of cleaning such items.  It is the customer’s responsibility to inform Reed's Cleaning Solutions of any such items existing or brought into the home after our initial setup, that fall into this category. Additionally, if there is artwork which is especially fragile or unusual, please notify us BEFORE the cleaning so we can exercise appropriate care. If you are concerned about a particular piece as it is not replaceable, we would ask that you put that piece away for the duration of the cleaning.

• Holiday Ornaments, Holiday Decorations, Christmas Stockings, etc.:  Items that are placed out for holidays and not permanently affixed are notoriously difficult to clean around and can easily fall if they are attached by a thumbtack tape, or other glue adhesive fixture, or other temporary affixing measure.  For this reason, we recommend putting the items away to make it safer for us to clean the day of the cleaning.  Reed's Cleaning Solutions is not responsible for any ornament breakage, decoration breakage, etc., unless it is there year-round and we know about it ahead of time.  Anything that is hanging (such as lights by a fireplace, around a window, a doorway), we are not responsible for.

• Plumbing Fixtures:  If you have faulty plumbing, fixtures, plumbing or fixtures that are not functioning properly (such as a drip, leaky toilet, overflowing toilet, etc.), or any and all other plumbing and/or fixture issues, we must be notified ahead of time. We will not be held liable for any damage to plumbing or plumbing fixtures with currently known issues. Additionally, if you have a dripping faucet of fixture, notify your technician and / or office before we clean the area.

• Glass Objects in Shower:  We request that you remove any glass objects from shower / bathtub before we clean. Glass objects are unsafe to use in these areas and posit a risk to our cleaning technicians and also to your objects. We will not be responsible for any glass breakage in the shower / bathtub (or ledges surrounding the bathing area). If you continue to have glass objects despite our request not to have them in there, we may terminate your service if we feel it is too risky for breakage and injury to our employees.

• Use of Homeowner’s Vacuum:  If you request our cleaning technicians to use your vacuum, we will not assume or accept any liability for damage to the unit.  (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).

• Window Track Cleaning:  During initial deep cleanings and move-out cleanings, we clean window tracks. However, there will usually always remain dirt in the corners. In order to get that out, there musts be a good amount of pressure from water, etc. (like a pressure washer) and we do not offer that service. Please know we will do our best, however, it is likely that the very edges of the corners will have a bit of dirt remaining.

Payment for Services

Payment is due at the end of the business day of the day our services are delivered.  If your payment is not made by the day after we send the invoice to you, there is a $10 a day late fee added to your invoice.  

• Refunds:  Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers.  If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.

Scheduled “Arrival Window” for cleanings

When booking your service, we provide an estimated arrival window when the cleaning technicians will arrive at your home.  Currently, we have two arrival windows: 8AM – 9AM and 11AM – 2PM.  If you are in the 8AM to 9AM window, we will arrive as early as 8AM and as late as 9AM.  If you are in the 11AM – 2PM arrival window, we will arrive as early as 11AM and as late as 2PM.  We cannot guarantee what time we will actually arrive within those windows, so please keep that in mind.  Please note arrival time may vary due to unforeseen circumstances (traffic, weather, the cleaning technicians needing extra time to finish cleaning a previous home, etc.)  If cleaning technicians are expected to be late by 30 minutes or more, we will call you. If we must wait to gain access to the home or wait until we can begin cleaning, you will be charged $35hr., per cleaning technician, per hour, for that time.  For example, if you are scheduled in the 8 – 9AM arrival window for 3 hours but we cannot gain access to the home until 8:30, we will work until 11AM, but you will still be charged for 3 hours (i.e., you would be charged as if we worked from 8AM – 11AM).

Scheduled “Departure Time” for Cleanings

We do prefer you to be present for the cleaning of your home, however, if you cannot be, we will happily provide you with one of our lockboxes to use so that you can securely leave us a key and we can securely lock up.  Please be aware we are not able to notify you via phone call, text, or email before we are going to be finished so that you can return and lock up.  If you choose to have us leave your door open, we will not be held liable for any damage or burglary to the home.  Similarly, if you leave the door unlocked, we are not responsible for any burglary to the home.

Termination of Recurring Cleanings

If you would like to cease receiving service temporarily, long-term, or permanently, or reduce the frequency of your cleaning cadence, we require 2 weeks’ notice. Less than this is considered a late cancellation and will be charged at the full fee. If you cancel or reschedule one cleaning and then opt to cancel permanently, you will be charged for the cancelled or rescheduled cleaning. 

Lock‐Out Fee

You are responsible for providing cleaning technicians access/entry to your home.  If our cleaning technicians cannot enter your home , you will be charged the full cost of estimated service.  Reed's Cleaning Solutions can provide you, for the duration of your cleaning services with us, with a contractor keybox in which you can leave your key for the cleaning technicians to gain access to your home.  If you provide a key to the cleaning technician, you must contact the office.  The office will email you a Key Receipt.  Keep this receipt as your proof that you have provided us with a key.

Unable to Complete Cleaning Due to Condition of Home

You are responsible for advising roviding cleaning technicians access/entry to your home.  If our cleaning technicians cannot enter your home , you will be charged the full cost of estimated service.  Reed's Cleaning Solutions of any situations that will prevent us from cleaning your home:  this can be pests (including roaches, fleas, rats, mice,  bed bugs, etc.), hazardous conditions (needles, illegal drugs or items, rat droppings, feces, urine, etc.) or hoarding situations that the company was not made aware of ahead of time.  In situations such as those, the office will notify the customer of the situation and a full cleaning fee will be due and payable.  It is our policy to provide you with visual evidence of the unacceptable condition.

Scheduling Changes

Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment.  Your cleaning technicians count on your business.  If you can provide us with at least 5 days’  advance notice of any scheduling changes, it gives us an opportunity to find another home for them to clean.  Last minute notifications make it nearly impossible to find your cleaning technicians work and can cause them financial hardship.

Scheduling changes can result in the following:

PRICE CHANGES
The price for your recurring service is based on Time Between Cleanings.  We have 3 recurring price categories:

• Weekly (Once a week)

• Bi‐Weekly (Every two weeks)

• Monthly (Every four weeks like clockwork)

RESCHEDULING YOUR CLEANING
Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning, or your Recurring Schedule cancelled altogether.

• Example 1: Bi‐Weekly customer “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.

• Example 2: Bi-Weekly customer “skips” a cleaning, creating a three-week interval between visits and an extra charge will apply to the next cleaning.

• Example 3: Monthly (every four weeks like clockwork) customer skips a week creating a 5 week interval, the rate would be the monthly rate + 25% of the monthly rate; if a customer skips two weeks creating a 6 week interval, the rate is the monthly rate + 50% of the monthly rate; if longer than 6 weeks, it will be considered a first time cleaning and priced at the one time cleaning rate.

• Example 4: Bi‐Weekly customer who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.

• Example 5: A recurring customer cancels 2 or more cleanings in a row. Reed's Cleaning Solutions may cancel their recurring cleaning schedule and request they call when they are ready to resume and, if appropriate, be placed on the waiting list.

A FEE CHARGED

• 0-48 hours’ notice before scheduled cleaning: full cost of anticipated cleaning.

• 48 -72 business hours’ notice before scheduled cleaning: $25.

• 72 business hours or more notice:no fee.

• NO AVAILABILITY – It is our goal to meet every cleaning request, however cleaning dates do sell out.  The best way to reserve an alternative date is to call Reed's Cleaning Solutions as soon as possible.

Fee for Reschedule, Cancellation, Reduction of Services Requested, or Lock‐Out with less than a 72‐business hour notice

We are happy to work with customers to reschedule, reduce the services requested, and cancel services throughout the year to work around your schedule.  This policy has to do with rescheduling service, reduction of services requested, or cancelling an appointment with less than 72 business hours’ notice (for cancellation purposes, business hours are 8AM – 6PM, Everyday; holidays and weekends are excluded and do not count as a business day). Extra work (such as spring cleaning, fridge cleaning, oven cleaning, etc. for regularly scheduled customers) that is cancelled within this time period, even if you keep the recurring cleaning, also counts as a late cancellation as we allocate the additional time needed for that extra work.  ALL CANCELLATIONS AND/OR RESCHEDULES MUST BE IN EMAIL.

Please note, that some last minute cancellations can be prevented if a customer provides us with access to their home using a garage door code, key, lockbox or other methods.  Reed's Cleaning Solutions is bonded and insured against any problems associated with giving us access to your home.

Additional Fee (for additional time needed to clean your home)

When purchasing our house cleaning service, you are purchasing reliable, well‐ trained, insured, trustworthy LABOR.

Move Out Cleanings

Move-out cleanings (or move-in cleanings) assume that the home is empty and that drawers, cabinets, refrigerators, and ovens, are empty as well.  If we have quoted you for a move-out and there is food in the fridge or items in the cabinets or drawers, we will not clean those areas.  If there is furniture in the home, the furniture will not be cleaned.

Gift Certificates / Donated Auction Cleanings

We offer gift certificates and they are valid for 1 year, after which time, they expire. All of our donated cleanings that we donate for auctions expire 6 months after date of issuance to the benefited organization. We do not offer refunds on gift certificates. Gift certificate and donated auction house cleanings cannot be separated into different bookings: all hours must be used at the same time. Donated auction house cleanings must be booked with the office and cannot be booked through the website.

Quality Control and Inspections

Audits and Inspections

Reed's Cleaning Solutions randomly inspects and audits our cleaning teams.  The inspector may inspect your home after a cleaning is completed and when the cleaning technicians have left, or during the final phase of cleaning or during the entire cleaning.

We need your feedback

Getting customer feedback is an important ingredient to a successful house cleaning service relationship.  Your feedback helps us monitor the performance of your cleaning technicians and deliver the highest quality cleaning experience in the industry.

Pictures of before and after work

For first time customers and one-time customers, our Quality Inspection will include taking before and after photos of our cleaning technicians’ work.  These pictures are used for training, proof of our work performance and promotion of our high quality standards. These pictures are most often used, but not limited to, Onetime Cleanings, Spring Cleans and Move‐In/Out cleanings. If you do not want pictures taken of work areas in your home please notify Reed's Cleaning Solutions

Privacy Statement

Reed's Cleaning Solutions is committed to protecting the privacy of customers.  We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.