One-Time/Recurring Customer Guidelines:
Thank you for choosing Haven Fresh Cleaning. To ensure the safety of our cleaning technicians and clear expectations, we have outlined these guidelines. Review and sign these before our first cleaning. If you have questions, contact us at 847-565-2220 or havenfreshcleaning@gmail.com.
Preparation for Cleaning:
Ensure the following before arrival:
Remove loose papers, toys, and objects obstructing cleaning.
Store away sensitive materials and valuables.
Ensure all dishes are put away for kitchen cleaning.
Make your vacuum accessible if we use yours.
Utilization of Technology:
Automated emails sent three days before service; text reminder follows the day before. (Note: Text reminders are one-way.)
A follow-up survey will be emailed after each cleaning.
Payment Policy:
Payment Methods: Services billed to card on file; no cash or checks.
Deposit: No deposit required. Your card on file is charged after your cleaning.
Cancellations: Cancellations or reschedules made less than 24 hours before your appointment are charged a $100 late cancellation fee.
Declined Payments: Payment must be updated before service.
Initial Cleaning Estimate: Adjustments may be required if extra time is needed, with prior approval.
Working in the Home:
Technicians need a distraction-free environment.
Smoking around technicians is prohibited.
Valuables and Personal Items:
Secure valuables in a locked area.
Notify us of concerns regarding specific items.
Biohazards:
Technicians cannot perform services in areas with mold, infestations, or hazardous materials.
Safety Guidelines:
Cleaning limited to areas reachable from a two-step stool.
Technicians cannot move heavy furniture or appliances.
Service Timing:
Service hours: Monday through Friday 8:00 a.m. to 6:00 p.m., Saturday 8:00 a.m. to 4:00 p.m. Arrival times within a one-hour window.
Entry to the Home Options:
Be present to provide access.
Provide garage code or door opener.
Use lockbox and share code.
Home Alarm Systems:
Notify us of code changes to avoid false alarms.
Schedule Changes and Cancellations:
Provide at least 24 hours' notice for changes.
Cancellations made less than 24 hours before your scheduled service will incur a $100 cancellation fee.
Price Increases:
Clients receive advance notice of price changes.
Quality Control:
A quality control manager may conduct random checks during cleaning.
Pets:
Secure pets. Technicians will not clean animal waste.
Breakage Policy:
Haven Fresh Cleaning is not responsible for damage to unstable items. For breakage due to technician error, we cover up to $100 per item.
Damage Policy:
Notify us of pre-existing damage before cleaning.
Use of client-provided products is at client’s own risk.
Our Happy Customer Guarantee:
Contact 847-565-2220 or havenfreshcleaning@gmail.com within 24 hours of service for concerns. We re-clean at no additional charge.
Vacuum Use Liability Waiver:
If we use the client's vacuum, it must be in working order. We perform a four-point check but are not liable for maintenance issues.