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Terms of Service
How booking, rescheduling, cancellations, and charges work, and what to expect around your home and pets during a cleaning.
Cancellations & Charges
Refunds
We pride ourselves on providing exceptional cleaning service, therefore, McKinney Cleaning Co does not offer refunds. However, please contact us within 24 hours 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 hours 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 hours of the initial cleaning will not be honored in the re-clean. 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 to 48 hours. The customer must be available to grant access to the cleaners for the re-clean.
Late Cancellation
A late cancellation fee of $79.00 will be charged unless notification of a change has been made more than 24 hours prior to the service date and time. All notifications must be made by calling our office or emailing or 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 hours prior to the service appointment time. A service rescheduled after the time allowance or cancellation will be charged a fee of $79. The fee is used to partially compensate our cleaners, since a late change does not allow us time to pair the client to a cleaner.
Charges
To our weekly, bi-weekly and 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. 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. Daily pay for our cleaning team is based on homes scheduled. When you skip on short notice or lock out the team, you would have prevented McKinney Cleaning Co from servicing other clients during that time block.
Property & Safety
Accidents & Theft
The client is responsible for securing cash, jewelry and any other items of value. If you have valuables or heirlooms, it would be helpful if they were put away to avoid accidents. Regrettably, 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 hours of service. The client must be present at the end of the cleaning and must inspect the home before the cleaning team leaves. 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, such as straight pins or thread. McKinney Cleaning Co and its cleaners will make every effort to ensure hanging frames are not damaged while dusting. Customers are responsible for the use of proper hanging techniques for their home decor.
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 hours of service. The client must be present at the end of the cleaning and must inspect the home before the cleaning team leaves. 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, such as straight pins or thread. McKinney Cleaning Co and its cleaners will make every effort to ensure hanging frames are not damaged while dusting. Customers are responsible for the use of proper hanging techniques for their home decor.
Lockout & Inaccessibility
McKinney Cleaning Co will make every effort to accommodate 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 ensure that it is off, or inform our office of the codes and input sequence before your scheduled cleaning. Please notify our office if the code changes.
Pets & Clutter
Pets
If you have pets, our cleaners appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine and feces from the floor; this is considered bio-hazard.
Pets Escaping From the Home
Neither McKinney Cleaning Co nor its cleaners are responsible for pets that escape when our maids are entering or 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 bringing equipment in and out of the house.
Items We Cannot Clean
We have instructed our staff to leave certain items untouched, such as items or areas containing 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, for example ants, termites, roaches or fleas.
Clutter
Please remove clothing from the floor or tidy up desks with an excessive amount of papers prior to the cleaning visit. The cleaning will be far more satisfactory if our cleaning team does not have a great deal of clutter to contend with, so that they can focus on cleaning and less on organizing.
Hoarding
Homes where hoarding has taken place require special attention. If the home was booked as a standard, deep or move-out cleaning prior to arrival, McKinney Cleaning Co will convert the booking to our hourly rate, since we cannot know how many hours it could take. A new estimate will be provided to customers ahead of the cleaning.
Scope of Work
Working at Heights
McKinney Cleaning Co and its cleaners do not work at heights over a 2 or 3 step stool. Any cleaning that requires a ladder taller than that will not be conducted, in order to ensure proper health and safety during jobs.
Inside Ovens, Refrigerators and Cabinets
Inside ovens and inside refrigerators are special services and need to be requested during the initial booking. For inside cabinet cleaning, the cabinets need to be empty before our cleaners arrive.
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