BOOKING:
booking a cleaning service can be inquired HERE or through email (thecompassionatecleaningco@gmail.com). while booking your cleaning service, please provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located in the home.

once the estimate + booking form has been submitted, you will received an estimate for your personalized cleaning service and will be contacted to book your service within 1 business day.

after your cleaning service has been provided, an invoice will be emailed to you with the details and payment options for the amount equal to the service. payment is due in full within 24 hours of sending the invoice. if a payment hasn’t been made within 24 hours of completion, you will be contacted for payment. in the event that Compassionate Cleaning Co. cannot contact you after the payment has not been made within 24 hours, you will be charged a late payment fee of $15.00 for each day that any amount remains outstanding thereafter.

ON THE DAY OF YOUR CLEANING:
on the scheduled day of your cleaning service, having less clutter = a more thorough cleaning. having a tidy space will guarantee you a clean home! excessive clutter may lead to a reassessment of your estimated quote, as this makes our job tougher. (SEE: FAQ what should I expect on the day of my cleaning service)

APPOINTMENT ARRIVAL TIME:
if you are planning on being present during your cleaning service, please be advised that we provide arrival windows of approximately 30 minutes, as things such as cancellations or lockouts could effect our schedule. if Compassionate Cleaning Co. will be running late to your appointment, you will be contacted as soon as possible and provided with a new expected time of arrival. you are more than welcome to stay home while we clean! however, we ask that you please stay in a separate room during the time of the cleaning. also, we are not required to re-clean an area that we have already cleaned during that visit due to a pet or family member that is also home (ex: animal accidents!). (SEE: FAQ when will my cleaner arrive + FAQ can I be home for my cleaning service)

ACCESS TO THE PREMISES:
we will arrive at your home on the scheduled day of your cleaning service with your personalized cleaning plan in hand. while booking your cleaning service, we ask that you communicate the best way for us to access the premises, whether that is being provided with a spare key, an entry code, or if arrangements can be made at a condominium or apartment’s front desk, if you will not be home during your scheduled cleaning service. (SEE: FAQ how will you gain access to my home)

LOCKOUT FEE:
a $50.00 fee will be collected in the event that our cleaning associate arrives and is unable to access the premises. this fee is in place to cover expenses we incur for lost travel time and fuel. if you happen to acquire a lockout fee, you will received an invoice and payment will be due in full within 24 hours of sending the invoice. if a payment hasn’t been made within 24 hours of completion, you will be contacted for payment. in the event that Compassionate Cleaning Co. cannot contact you after the payment has not been made within 24 hours, you will be charged a late payment fee of $15.00 for each day that any amount remains outstanding thereafter. we hope you understand!

PETS IN THE HOME:
at Compassionate Cleaning Co., we love animals! we just ask that you find a place for your animal friend so that they are comfortable during the cleaning service. if your pet can be aggressive, we recommend that they remain in a gated area or enclosed space outdoors to ensure our safety. please let us know how to appropriately handle cleaning around your pet!

CLEANING SERVICE ESTIMATES + QUOTATIONS:
the price of the cleaning service is calculated according to the size of the home, condition of the home, and the services being provided by the cleaner. any price estimated is based on our experience and the information provided by you. if at the commencement or during the course of providing cleaning services it is apparent that the cost of the service will exceed the original estimate provided, Compassionate Cleaning Co. will provide the customer with an updated estimate/quote.

SATISFACTION GUARANTEE + REFUNDS:
your satisfaction is always guaranteed. if you are not completely satisfied with your cleaning service, we will return to your home to re-clean an area within 24 hours of the original scheduled clean, or we will apply a credit to your account towards our next visit. complaints shared more than 24 hours after the completion of a cleaning fall outside this period, and unfortunately may not be covered. since cleaning is a very personalized and subjective service, we cannot offer total refunds to customers.

Compassionate Cleaning Co. is not responsible for completing/providing services as a result of a breach of warranty by the customer. this includes: failure by the customer to provide a safe work environment or unencumbered access to the premises, not proceeding for health or safety reasons, or not completing or providing the service due to an act or omission of the customer or any other person at the premises during provision of the service.

PAYMENTS:
an invoice will be emailed upon job completion. the payment is due in full within 24 hours of sending the invoice. payments can be made by a debit/credit card through PayPal or SWIPE. we also accept cash, check, or money order. (SEE: FAQ how do I pay for my service)

if a payment hasn’t been made within 24 hours of completion, you will be contacted for payment. in the event that Compassionate Cleaning Co. cannot contact you after the payment has not been made within 24 hours, you will be charged a late payment fee of $15.00 for each day that any amount remains outstanding thereafter.

TIPS:
although it is not necessary to tip your cleaner, it is encouraged! and of course, the best way to say job well done. if you are using electronic payment, after your cleaning the service providing payment will ask if you would like to tip 10%, 15%, 20%, or provide a custom tip for your cleaner. wee also accept cash, check, or money order. gratuities are appreciated immensely, so thank you in advance!

CANCELLATIONS:
a cleaning service cancelled less than 36 hours before the scheduled service time will result in a $50.00 cancellation fee. to make a cancellation, contact The Compassionate Cleaning Co. by phone at (978)-393-3793 or email thecompassionatecleaningco@gmail.com. if a cleaning service is cancelled prior to the 36 hour period, you will not be charged a cancellation fee. similarly, if Compassionate Cleaning Co. is to cancel a cleaning service, you will be notified at least 36 hours before the scheduled service time. both yours, and our time is valuable and should be respected by one another! if you happen to acquire a cancellation fee, you will received an invoice and payment will be due in full within 24 hours of sending the invoice. if a payment hasn’t been made within 24 hours of completion, you will be contacted for payment. in the event that Compassionate Cleaning Co. cannot contact you after the payment has not been made within 24 hours, you will be charged a late payment fee of $15.00 for each day that any amount remains outstanding thereafter. we hope you understand!

PAYMENT TERMS:
the customer agrees to pay the price quoted by Compassionate Cleaning Co. in full within 24 hours of the cleaning services completion. if a payment hasn’t been made within 24 hours of completion, you will be contacted for payment. in the event that Compassionate Cleaning Co. cannot contact you after the payment has not been made within 24 hours, you will be charged a late payment fee of $15.00 for each day that any amount remains outstanding thereafter.

NON-APPEARANCE:
if something happens to go wrong and Compassionate Cleaning Co. fails to appear for your cleaning service within an hour of the scheduled cleaning service time and does not provide the requested service, Compassionate Cleaning Co. will provide you with either a full refund of payments made or offer to reschedule the service for another time that is mutually agreed between the customer and Compassionate Cleaning Co.

PHOTO + VIDEO RELEASE:
for social media and business purposes! you may opt out of allowing photos and videos of your home being cleaned. photos and videos WILL show lots of scrubbin’ and suds, but will NEVER reveal personal information of any kind.

HEAVY LIFTING:
due to the risk of injury (or damaging something in your home!), we will not move anything heavier than 50 lbs. we’d love to get in those nitty gritty areas behind your refrigerator or under your sofa, but if you would like us to clean behind appliances or underneath them, please move it prior to the cleaning visit to allow access to the area!

CUSTOMER REPRESENTATION + WARRANTIES:
The Client/Customer represents and warrants that: they will provide a safe working environment at the Premises for the Cleaner to perform the Service. The Cleaner will have unencumbered and unobstructed access to those areas of the premises requiring the Service. The Client/Customer will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and trash bins) as required by the Cleaner to provide the Service. All cleaning equipment and materials provided by The Client/Customer are safe, have not been tampered with, and are in full working order. The Client/Customer will advise Compassionate Cleaning Co. prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease, or grime, or pet infestations at the Premises. Compassionate Cleaning Co. is authorized to use the Premises and obtain the provision of the Service. If the Client/Customer requires the Cleaner to clean behind or under any heavy items (i.e. fridge, bookshelf, couch), the Client/Customer will move these items prior to the commencement of the Service. The Client/Customer will secure or remove any fragile, delicate, breakable, or valuable items, including but not limited to, cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service. Compassionate Cleaning Co. reserves the right not to accept a booking for an undisclosed reason.

if you have any questions about the terms of service listed, please contact Compassionate Cleaning Co. at (978)-393-3793 or email thecompassionatecleaningco@gmail.com.