REFUNDS:
We pride ourselves on providing exceptional cleaning service, therefore, Autumn Leaves House Cleaning Service, LLC does not offer refunds. However, please contact us within 24-hrs after the booking start time if you have any complaints about your cleaning service. We do not offer refunds, but we would offer you a free re-clean if we are notified within 24-hrs of the initial cleaning. Customers must list, with pictures, areas of the home that were missed during the initial cleaning. Any areas not listed within 24-hrs of the initial cleaning will not be honored in the re-clean. Also, customers may not add a new service to the re-clean without reaching our minimum new service requirement. Our free re-cleans will take place within 24-hrs to 48-hrs. The customer must be available to grant access to the cleaners for the re-clean.
LATE CANCELLATION:
Late Cancellation fee of $79.00 will be charged unless notification of a change has been made more than 24-hrs prior to the service date and time. All notifications must be made by calling our office or emailing/texting. Telling the cleaning team when they are in your home is not considered notification.
RESCHEDULING:
A customer may reschedule a service more than 24-hrs prior to the service appointment time. A service rescheduled after the time allowance or cancellation will be charged a fee of $79. Fee is used to partially compensate our cleaners since late change does not allow us the time to par client to a cleaner.
CHARGES :
To our weekly/bi-weekly/monthly clients, If it is necessary for you to change, cancel or skip your regular cleaning day, we appreciate advance notice, at least 2 business days notice. If you do not notify our office and upon arrival, our cleaners cannot enter your home, we will charge you a full price lock out fee to cover our expenses. Our teams daily pay is based on homes scheduled. When you skip on short notice or lock out the team, you would have prevented Autumn Leaves House Cleaning Service, LLC from servicing other clients during that time block.
ACCIDENTS & THEFT:
The client is responsible for securing – cash, jewelry and any other items of value. If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident.
In the event an item is damaged or broken, we reserve the option to repair or replace the item, if it was caused by our team, you must report this incident within 24-hrs of service. The client must be present at the end of the cleaning, and must inspect the home before the cleaners’ departure. Any damages should be brought to our attention right away. Once the cleaners leave. The cleaner is no longer liable for any damages that may occur where we cannot verify the source of the damage.
A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc. Autumn Leaves House Cleaning Service, LLC & its cleaners will make every effort to ensure when dusting hanging frames that they do not get damaged. Customers are responsible for the use of proper hanging techniques for their home decor.
LOCKOUT/INACCESSIBILITY:
Autumn Leaves House Cleaning Service, LLC would make every effort to accommodate its customers in the event of a lockout where our cleaners cannot gain entry to the home. Lockouts can be rescheduled to another date, however, a full service fee will be charged to compensate our cleaners.
SECURITY ALARMS:
If your home is equipped with a security system, please insure that it is “OFF” or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if the code changes.PETS:
If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine/feces from the floor, urine/feces is considered bio-hazard.
PETS ESCAPING FROM THE HOME:
Neither Autumn Leaves House Cleaning Service, LLC nor its cleaners are responsible for pets that “escape” when our maids are entering/exiting your home. If your pet will be “roaming free” during the clean, which we do not recommend, please let us know in advance so the cleaners can be on alert when they open doors. Our cleaners will close doors as soon as they enter and exit your home and will not leave doors open for long periods especially when our cleaners bring equipment in/out of the house.
ITEMS WE CANNOT CLEAN:
We have instructed our staff to leave certain items untouched such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc.
CLUTTER:
Please remove clothing on floor or tidy up desks with excessive amount of papers prior to our cleaners visitation. The cleaning will be far more satisfactory if our cleaning team does not have a great deal of clutter to contend with so that our cleaners will focus on cleaning and less on organizing.
HOARDING:
Homes where hoarding has taken place will require special attention. If the home was booked as a standard, deep or move out cleaning prior to arrival, Autumn Leaves House Cleaning Service, LLC shall convert the customer’s booking to our hourly rate, since the we can not know how many hours it could take. New Estimates will be provided to customers ahead of the cleaning.
WORKING AT HEIGHTS:
Autumn Leaves House Cleaning Service, LLC and its cleaners do not work at heights over 2 or 3 steps steel steps stool. Any cleaning that requires using a ladder more than 2 or 3 steps steel steps stool will not be conducted by the cleaners. In order to ensure proper health and safety during jobs Autumn Leaves House Cleaning Service, LLC will decline working at heights
INSIDE OVENS, REFRIGERATORS, CABINETS, ETC.
Inside oven and inside refrigerators are special services and need to be requested during initial booking session. For inside cabinet cleaning, it needs to be empty before our cleaners arrive.
ARRIVAL TIME:
Your scheduled cleaning time has an arrival window of +/- 1-hour. This allows our cleaners to get through traffic, and any other delays they may experience when fulfilling your request for service. Any delays beyond this will be communicated with our clients prior to service.