House Cleaning Policies
Entry to your home
We offer 3 entry options to choose from:
1. The client may opt to be home to allow access to their home the day of the service. 1st Rate Services cannot guarantee the exact arrival times so the client must be home between the two-hour time window scheduled to let the cleaner(s) into the home. If no one is home or our cleaners are turned away for any reason a cancellation fee of [$15.00] will be charged.
2. The client provides a key, garage door opener or code to gain access to the home.
Keys will be placed in a secure safe at 1st Rate Services office. The cleaner or team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the cleaner or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information in case they are lost. In the event the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lock out and a cancellation fee of [$15.00] will be charged for that service.
3. The client can purchase a lock box to place a key inside and provide 1st Rate Services with the pass code.
In the event for any reason the key is not in the lock box or the code does not work when the cleaners arrive to clean home; the client is responsible for the lock out and a cancellation fee of [$15.00] will be charged for that service.
NOTE: In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, the client will sign a release form stating that 1st Rate Services will not be held liable for any damages or theft to the clients’ home.
Home alarms systems
1st Rate Services will not be liable for any false alarms charges due to code changes not brought to their attention before servicing the home.
Time of service
It is very difficult to commit to an exact arrival time because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:00 a.m. and 4:00 p.m. and will strive to be at your home within a two-hour window of the estimate given to you.
Cleaning chemicals and equipment to perform this service will be supplied by 1st Rate Services.
Schedule changes, cancellation of service
In the event that you reschedule, skip, add or cancel your service, we ask that you give a 14 day notice. With a 4-7 day notice you will be charged 20% of your cleaning. Cancellations 3 days or less of service for any reason will be charged the full rate of service. All cancellations must be made through our office.
NOTE: Cancellations may cause the rate for your next cleaning to increase to the next level [example - if you are serviced weekly and you skip a service, you will have to pay the bi-weekly rate for your next cleaning, if you are serviced bi-weekly and you skip a service you will pay the monthly rate for you next cleaning].
1st Rate Services has a “no check/no clean” policy. Payment is due in full the day of the service. The client can also sign up for our Pre-Pay Plan in which they are invoiced in advance for the entire months service and receive a 5% discount as long as the payment is received in our office by the 1st of each month. (Discounts do not apply to payments made or received after the 1st of each month).
1st Rate Services accepts cash, checks, Visa, MasterCard and American Express. Checks returned from client’s bank will be assessed an additional fee of $20.00.
Deposits may be required prior to providing services for larger jobs. These deposits are only refundable if the job is cancelled with more than 8+ days’ notice or otherwise the deposit is forfeited.
Clients are given advanced notice of any price increases. 1st Rate Services reserves the right to raise prices at anytime.
1st Rate Services asks that the client call the office at least 24 hours in advance of their scheduled service for any special requests to assure that the schedule allows the cleaners enough time to perform the request during that scheduled service.
Any services requiring extra labor, supplies and/or equipment will be billed additionally for these services. Any services not normally included in the cleaning package that the client selected will be an added charge unless it is noted in the client’s service agreement.
1st Rate Services requires the client to “tidy up” any extra clutter found around the home, not included in their service package quote, before our cleaning technicians arrive.
1st Rate Services needs your input on the overall experience and quality you are receiving so that we may address concerns that are important to you. The cleaners will leave a Quality Score Card behind after cleaning your home. Please take the time to fill out those cards because it will help us provide you with the best quality service.
Working in the home
The cleaners need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work in their normal speed, 1st Rate Services reserves the right to charge for their extra time spent in the client’s home.
If for any reason a cleaner of 1st Rate Services feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests or animals, the client will be liable for the full cost of the service.
We love our clients’ pets! But for their own safety and the safety of our cleaners, please put your pets in a pet carrier or secure area of the home or garage.
NOTE: We offer pet clean up for an additional charge. We offer pet waste removal and carpet cleaning services as well.
It can happen when you least expect it! 1st Rate Services can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.
Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaners, 1st Rate Services will pay up to $100 per item or replacement cost when value is verifiable. The client needs to save broken item for 1st Rate Services to inspect & investigate into the matter.
Client should point out any damage to surfaces during walk-through and before service begins. 1st Rate Services is sometimes called in to correct damage that was already there or that another cleaning company was responsible for. In this case we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter 1st Rate Services reserves the right to skip those areas in order to avoid damaging items or injuring the cleaners.
Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.
Additional services available:
• Carpet cleaning
• Carpet spotting
• Window washing
• Tile and grout cleaning
• Upholstery cleaning
• Pet services
We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at (352)566-7817 within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.
Non-Solicitation of employees
When a client enters into an agreement for services with 1st Rate Services the client understands that they will pay a [$2,500] training fee to 1st Rate Services if they engage in a working relationship directly with any employee of 1st Rate Services during the course of this agreement other than through 1st Rate Services.
The initial cleaning – what to expect
The initial cleaning usually takes as much as 1 ½ - 2 times longer than a maintenance cleaning. Although we will do our best to remove any soil on surfaces, you may see only minimal improvement. This is because there are times when one cleaning will not remove the excess soil build-up, and in some cases, we will not be able to remove the soil or stain at all without possibly doing damage to these surfaces.
No matter what the case may be, we will always inform you of any possible problem areas before any work is done to restore it.