Cleaning Policy

Scheduling & Appointments

1. How far in advance you should book: 2 weeks is ideal, but we do often have even same day availability – so don’t hesitate to ask if we have any cancellations that will make space for your job!
2. Our cancellation or rescheduling policy is 48 hours notice to avoid a $100 late cancellation fee. For deep cleans/initial visits, 1 reschedule is given (using the same notice timeframe) and then deposit is forfeited.
3. If our team is running late or needs to reschedule, we will notify you for all scheduling related variances.

Payments & Pricing

Payments: Clean Squad requires that a valid credit card remain on file at all times. This card will be used for billing purposes and maintains your spot on our schedule on an ongoing basis. Unless other payment arrangements have been made in advance this card will be used for every service completed with Clean Squad. We reserve the right to use this payment method to clear outstanding charges as a result of lock-outs, late cancellation charges, or outstanding balances. If the card on file is not able to be charged for outstanding invoices when we go to collect, your home will be removed from the schedule and an invoice will be sent to your home. We reserve the right to collect, to the extent of the law, for any outstanding balances after 30 days of non-payment.

Deposits: Please note that all first-in and one-time visits require a deposit of 50% in order to reserve your place on the schedule for that visit. This deposit is non-refundable and will be applied to your booked service upon completion. We will allow one rescheduling of this visit with appropriate notification timeline. Rescheduling your visit more than once will forfeit any deposit collected.

When is payment due? We automatically bill all visits on the day of service.

Cleaning Standards

Equipment and supplies: Clean Squad provides all cleaning equipment and supplies, including cleaning chemicals and solutions needed to get the job completed. Due to OSHA regulations, we are unable to use any client provided cleaning supplies without a signed liability statement prior to the service beginning. Please contact the office if you have any situations requiring this waiver. We ask that each client provide us with liners for the trash receptacles in the home and clean sheets for the beds that need changed while we’re there.

Our Products: While we use many products that are considered eco-friendly and non-toxic, we don’t offer a full suite of eco-friendly cleaning solutions. If there are concerns regarding the cleaning solutions we offer, be sure to reach out to the office for us to put together a customized plan for your home.

We do not offer mold removal, lifting heavy items, pet waste, or exterior cleaning services.

Appliances, furniture, boxes, and miscellany: We do not move furniture, refrigerators, stoves or washers/dryers to clean under and behind them, even if they are on wheels. We also follow a prescription drug, cash, jewelry and weapon “no-touch” policy. Please ensure these items are stored away for your service as any surfaces that have these items on them will be skipped.

Trash: We do not move large amounts of trash. For recurring maintenance visits we will place up to 2 kitchen-sized garbage bags of refuse in the curbside container, but there is an extra charge for larger amounts of refuse. For move-out visits we will provide and dispose of 1 contractor sized bag of refuse. Additional refuse found inside the home will be removed and additionally charged at $100/bag to the card on file. 

Other service providers: For the safety of our team, the security of your home and the quality of our service, we request that there be no other service providers (movers, carpet cleaners, plumbers, carpenters, etc.) in the home when we arrive to clean. If other service providers are present, we will do our best to work around them, but too many interruptions in our cleaning procedure may prevent us from completing the job to our usual standards.  We cannot guarantee the quality of our work if other service providers are present, and we will not re-clean completed areas when a service provider comes in after us to do work.

Satisfaction Guarantees or Re-cleans

Excellent service is a tenet of our core values and our client’s satisfaction is always our priority. Our highly trained team of specialists use a systematic approach to cleaning each home which creates the framework to getting the most consistent results for each visit. Ideally, it is preferable for first-time services that a representative of your home is available to walk through once we’re finished with your visit. This collaborative approach to your services ensures that the company and Specialist assigned to your home fully understands your preferences for your home. We want you to appreciate our service, because that’s what you deserve.

While we try our best to go above the call of service and give EPIC results for your visit, it may happen that we miss the mark. If you are unsatisfied with our work and we have left already, please contact us within 24-hours so that we can re-clean any area that you feel was not adequately addressed- free of charge. If we are not notified within 24-hours of the visit we cannot return to clean areas that you are dissatisfied with. If we are still in the home cleaning and you notice something that we have missed during that visit, please provide feedback to the Specialist that is present in your home cleaning. We ask that any feedback regarding previous visits be directed to the office at (734) 234-6622 so that we can ensure proper training of our teams. Because of the subjective nature of cleaning, Clean Squad does not offer refunds for services rendered.

Access & Pets

Property/Home Entry: Though not required, we realize some homeowners would like to be present for cleaning services. Even for homeowners who are present during service, the best method of entry to your home is with a garage or door code. This allows for us to gain entry to the home to service no matter what the homeowner’s schedule is and eliminates the need to contact the office for an alternative plan for entry. We do offer a lockbox on-site, which will house the key to your home/office for the duration of the service relationship. This option does carry a $20 deposit, with which we will provide the lockbox for the duration of your services with us, which will be returned upon severance of services.

Access: Once scheduled, we will provide you with a range of time for when to expect us. Please ensure that our Specialists have access to your home, and all areas of the home we are contracted to clean, upon our arrival. We provide our clients a 15-minute buffer window of time for homes which we are locked out of or areas of the home which are inaccessible. Our Specialists will wait 15 minutes for a member of your home or authorized individual to come unlock the home or vacate any areas we are contracted to clean. If the wait is outside of the 15 minute window, we will skip any inaccessible areas of the home – which may include spaces where there are occupants underfoot during the service duration, or we will charge a lock-out fee of $100 to the card we have on file for your account, and move on to the next home on our route for the day. This fee covers a portion of expenses associated with waiting. Please note, we do not offer refunds, service credits or exchanges for areas of the home that are skipped as a result of being inaccessible.

Pets: For the safety of our team and any pets in the home, our preference is that pets are housed away from us during the duration of your visit. If your pet poses a risk to the team, is fearful of strangers, has a potential to run outside, or makes our team uncomfortable while we are in the home we must ask that you house them in a location of the home that we won’t be servicing or an adequate crate for the duration of our visit. Clean Squad will not be held liable for losses, damages, or potential damages, that occur as a result of pets that are free-roaming inside the home before, during, or after our services conclude. Please note that we will also not be responsible for the results of your visit if there are pets free-roaming the home after we finish cleaning.

Safety & Liability

Breakage & Damage Disclaimer: We ask that anything that is irreplaceable or would cause significant heartache be placed in a secured location for the duration of the visit. Clean Squad is not responsible for breakage due to normal wear and tear; deterioration caused by age; or damage caused by improper assembly, construction or mounting of an item. We reserve the right of refusal of cleaning items that fall into these categories. You will be notified if such an event is to take place. Our team is trained to report the broken item/damage to the office immediately. They will also inform anyone who is home at the time or leave a note for you. While we may elect to replace or repair any item that our team damages, we reserve the right to use our insurance at our discretion.

Insurance: Our employees are fully insured and carry worker’s compensation insurance. Clean Squad is bonded. We pay all federal, state, Social Security and Medicare payroll taxes and state unemployment insurance.

Safety: By law, we must provide a safe working environment for our teams. Because of this where are certain instances where cleaning may not be appropriate for us to engage in. Below are some, but not all, examples of safety measures that we have in place to ensure this environment is as safe as possible for our teams:

• Heights: We will not be able to complete any area that requires us to be higher than 2 steps on our step ladder. This includes bunk beds. Our insurance does not allow for us to do this.
• Environment: If our team members do not feel safe in a home they will leave or we will remove them. Name calling, yelling, aggressive behavior, or inappropriate sexual behavior/innuendos will not be tolerated towards or in the presence of any member of our team.
• Pets: For the safety of our team and any pets in the home, our preference is that pets are housed away from us during the duration of your visit. If your pet poses a risk to the team, is fearful of strangers, has a potential to run outside, or makes our team uncomfortable while we are in the home we must ask that you house them in a location of the home that we won’t be servicing or an adequate crate for the duration of our visit. Clean Squad will not be held liable for losses, damages, or potential damages, that occur as a result of pets that are free-roaming inside the home before, during, or after our services conclude. Please note that we will also not be responsible for the results of your visit if there are pets free-roaming the home after we finish cleaning.
• Children: While we enjoy interacting with kids during our visits and make every effort to keep their environment safe while we are inside your home, please be advised that Clean Squad will not be held responsible for the behavior or actions of children inside the home during our visits. Our cleaning process involves tools and cleaning solutions that are not safe for children, so any children present in the home during our visits will need to be supervised by a parent/guardian. Please note that we will not be responsible for the results of your visit if there are unsupervised children in the home during or after we finish the visit.
• Temperature: Because of the nature and physicality of cleaning, we require a temperature inside the home between 65-72 degrees upon arrival in order to complete your service. If you are unable to ensure the proper temperature in your home prior to your visit, please contact the office to determine next steps. We reserve the right to reschedule visits when, upon arrival, the temperature inside the home is not within this threshold.

Health

Pet Waste: For health reasons, our staff will not handle any type of animal or human waste.

Pests: While we make every effort to perform visits, there are instances where pests (IE: bed bugs, rodents of any type, cockroaches, fleas, etc) are present in the home that do not allow us to do so. If we arrive for your visit and pests are present, or anytime during the visit it is discovered that pests are present, we will immediately evacuate the home and will allow for one rescheduled visit with your deposit. Any rescheduled visits after that will forfeit your deposit. Clients must submit the invoice from the pest control company remediation and once the pests have been remediated we will reschedule that visit for service.

Illness: If you or anyone that lives in the home are ill, please contact the office to notify us. While we prefer to complete your service, with those ill sequestered to an area that we won’t be servicing, we do reserve the right to move your visit in order to maintain proper health and safety for our team.

Smoking: Clean Squad is required by law to create a working environment absent of smoke of any type. We ask that you refrain from smoking or vaping inside the home for the duration of our visit to ensure that we are able to provide that to our team. We reserve the right to move or cancel your visit at any point in which this request is not being met.

Communication & Contact

Excellent service is a tenet of our core values and our client’s satisfaction is always our priority. Our highly trained team of specialists use a systematic approach to cleaning each home which creates the framework to getting the most consistent results for each visit. Ideally, it is preferable for first-time services that a representative of your home is available to walk through once we’re finished with your visit. This collaborative approach to your services ensures that the company and Specialist assigned to your home fully understands your preferences for your home.

If the feedback that you have is not emergent, the best method to communicate that to the office and your Specialist is by putting it on the scorecard that you receive after each service. This is internal and will help us to tailor the service to your standards. We want you to appreciate our service, because that’s what you deserve.

You may always call the office at (734) 234-6622 or email “Info@Clean-Squad.com” to make any changes to your work order, provide feedback regarding the service or make scheduling changes.

Reminders/Confirmations: Clean Squad is a tech forward company with communication embedded in their core values. You can expect reminders, confirmations, or follow-ups via email/text.

Our standard reminder protocol is as follows: 3 days before a reminder email is sent, 24-hours before a text reminder is sent, lastly, a text when we’re on our way to your home for services to be rendered. If there are changes needed the day of your visit, we will reach out individually as needed.

If this protocol won’t work for you and your family, please reach out to the office as communications are fully customizable to your preferences.