POLICIES /TERMS OF SERVICE
Payment is due in full the day of the service. All payments are handled through our office. ecoGlow Cleaning, LLC requires a credit or debit card on file at the time of booking. Your card will be charged the morning of your cleaning before service. If card is declined, payment information must be updated with our office before service will be performed. In addition, a cancellation fee equal to half of the service cost will be added if information is not updated same day resulting in cancelled service.
For first time cleaning, your card will be charged half of the service price before arrival, and the remainder after service is complete.
Tipping the cleaning techs is never required and always appreciated. We thank you in advance if you choose to tip or just to leave a thank you note.
Preparing for your cleaning day:Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, etc. Please make sure all dishes are put away so that we are able to thoroughly clean your kitchen. In addition, make sure vacuum is accessible if you would like us to uses it and anything of a sensitive nature is put away.
We want you to be 100 % satisfied with our cleaning service!
Report any concerns to our office at 704-777-9768 or email us within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you. Requests received by our office more than 24 hours after the service was provided will be incorporated into your next scheduled cleaning.
Schedule changes, cancellation of service:
In the event that you need to reschedule, skip, add or cancel your service, we ask that you give a (48) hour notice. Without a (48) hour notice you will be charged 25 % of your cleaning. Cancellations on the same day of service for any reason will be charged half the rate of service. All cancellations must be made through our office.
Home alarm systems:
ecoGlow Cleaning, LLC will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.
Entry to your home:
We offer 4 entry options to choose from:
- The client may opt to be home to allow access to their home the day of the service.
Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason you will be charged half the service price for that day.
- The client provides a garage door opener or code to gain access to the home. In the event the code given is not correct and cleaners cannot gain access to the home, the client is responsible for the lock out and a cancellation fee of half the price of that day’s service will be charged to your credit card on file.
- The client can purchase a lock box to place a key inside and provide ecoGlow Cleaning, LLC with the code. In the event if for any reason the key is not in the lock box or the code does not work when the cleaners arrive to clean the home, the client is responsible for the lock out and a cancellation fee of half the price of that day’s service will be charged to your credit card on file.
- Please call our office if you need to provide us with your key. We will be glad to arrange how to get your key, assign a code and store it in the secure place.
NOTE: In the event the client chooses to leave a door unlocked, or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, ecoGlow Cleaning, LLC will not be held liable for any damages or theft to the client’s home.
When we are scheduled to come out but are restricted from entry then a cancellation fee will be charged. We will contact you about rescheduling.
Time of service:
It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever changing schedule throughout the day can change. We service between the hours of 8:00 a.m. and 5:00 p.m. and will strive to be at your home within a one hour window of the estimated time given to you.
Our service hours are Monday – Friday 8am -5pm. Saturday 9am-2pm upon request only. We are closed on Sunday.
Our scheduling platform is set up to send automated appointment reminder emails 3 days prior. Automated Text reminder goes out to your mobile phone night before. Please make sure you are receiving our emails and texts and do not unsubscribe. Please call our office if you need to update your contact information. We welcome your calls and text at 704-777-9768.
Hourly Service & Initial Clean
The first cleaning and cleaning where you have indicated that you are signing up for hourly service you will be charged an hourly rate for the time worked. Prices are quoted per person/per hour. If you have given us a limited budget of hours then we will complete as much as we can within that time.
Supplies & Equipment
We provide all equipment and supplies needed to perform each clean. We will customize our service and train our staff on how to use products and equipment per customer’s request. We clean only with environmentally safe products and will not to use any harmful chemicals.
Annual Price Review
We review all of our prices annually and update them accordingly. You will receive notice by the email of any changes to your pricing.
If you would like to add services to your regular Maintenance Cleaning (such as Windows, Grout, Inside Refrigerator, Oven, or Semi-Annual Deep Clean) please contact our office. Additional fees may apply, depending on the service needed. Contact our office to book additional time with your next cleaning.
Our employees’ safety is very important to us. We require our employees to wear shoes at all times and refrain from climbing ladders higher than 3 steps. We do not clean bodily fluids, pet accidents, fleas or pests, etc. due to additional training and safety requirements.
In this uncertain time of virus pandemic (Covid-19) all of our employees are wearing masks, glows and shoe covers upon entry and during the course of cleaning.
In the rare event that something gets damaged during the course of the cleaning the cleaning crew will immediately notify the client or our office of any accidental damage that occurs during any job. We will file a Damage report within 48 hours to investigate and implement a solution as soon as possible. We are not responsible for normal wear and tear such as minor scratches or smudges on stainless steel, walls, floors or other surfaces.
We employ reliable, trustworthy, courteous people and perform a very extensive background check. You will have the same dedicated crew to clean your home on each visit when possible.
Non-Solicitation of employees:
When a client enters into an agreement for services with ecoGlow Cleaning, LLC the client understands that they will pay a [$2,500] training fee to ecoGlow Cleaning, LLC if they engage in a working relationship directly with any employee of ecoGlow Cleaning, LLC during the course of service other than through ecoGlow Cleaning, LLC
Working in the home:
The cleaning tech(s) need to be able to work without distractions. Every effort is made for the cleaning tech(s) to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work in their normal speed, ecoGlow Cleaning, LLC reserves the right to charge for their extra time spent in the client’s home.
If for any reason a cleaning tech of ecoGlow Cleaning, LLC feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guest(s) or animals, the client will be liable for the full cost of the service.
If you smoke in your home, we would just ask that you refrain from smoking around the cleaning tech(s) due to smoke allergies. Thank you so much for your understanding!
If you should need to terminate your cleaning service, please give us two weeks written notice. Thank you.