Nicole’s TLC Cleaning, LLC Policies
Hours Of Operation
Our office hours are Monday through Friday, 8:00am to 4:30pm. Normal cleaning hours are Monday through Friday between the hours of 8:30am and 4:30pm.
We observe New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. When December 24th and 31st fall on a weekday (M-F), we will close at 12:00pm. We will reschedule Client’s cleaning within three days of closed business day due to holiday.
There is no specified term for cleaning services. Service may be terminated by either party at any time for any reason. We kindly ask that Client provide at least seven (7) days notification of discontinuation of services.
Insurance and Bonding
Nicole’s TLC Cleaning, LLC. Shall maintain proper State of Michigan law requirements and carry appropriate liability insurance, including bonding. A Certificate of Insurance may be provided to Client upon request.
Nicole’s TLC Cleaning, LLC employees are thoroughly screened and fully back-ground checked prior to their employment with Nicole’s TLC Cleaning, LLC.
The cleaning of a Client’s home is scheduled for a one-time or a specific day on a weekly, biweekly, or monthly basis. We do our best to adhere to this schedule and expect our Clients to do the same. We realize that many situations may arise that may disrupt the established schedule. These can include a previous client may need more time, traffic jam, crew stuck at train (we are in downtown Plymouth), arriving early due to last minute cancellations or lock-outs, staff calling off sick are some of the most frequent. If you have email reminder with our scheduling software; we do mention that the arrival time can be within a one-hour window of time. If the crew is expected to arrive more than an hour early or later, the office staff will call to let you know.
If Client wishes to have an additional service performed on their scheduled Maintenance cleaning day - clean inside refrigerator, oven, etc. - we ask that Client give us ample advance notification so that we may adjust our schedule accordingly to allow for the extra time needed.
Client shall make the service location accessible to Nicole’s TLC Cleaning, LLC personnel on the scheduled service day. In the event we are not entrusted with a key or current entry code and the team is locked out of Client’s home, we will make an attempt to contact the Client.
If contact with Client is not made within 10 minutes, the scheduled cleaning will be skipped we will charge a “lock-out” fee of $35. If we access your home via garage code, please check and replace batteries in spring and fall to ensure we do not get locked out.
Skipped Maintenance Program Appointments
Should Client need to skip a scheduled cleaning appointment, we kindly ask that Client provide a minimum of 36 hours prior notice to the office. If a scheduled visit is to be skipped, the next service level will be applied to the next service date. For instance; if a weekly client skips a cleaning, the next cleaning will be charged the bi-weekly rate due to the fact it is 14 days instead of 7 days between visits. When a bi-weekly Client skips a cleaning, the next cleaning will be charged the monthly rate due to the fact it is 30 days instead of 14 days between visits. When a monthly Client skips a cleaning, the next cleaning will be charged the bi-monthly rate due to the fact it is 60 days instead of 30 days between visits.
This policy also applies for extra cleanings, if a bi-weekly Client needs an extra cleaning between scheduled visits, the extra visit will be charged the weekly rate (reduced rate).
If the skipped appointment has been rescheduled the same week or within 5 days and the following recurring visit stay on the same schedule, then there is no extra fee applied.
We charge $35 for a canceled appointment made with less than 36-hour notice. We are aware that emergencies, illness and certain weather conditions may prevent Client’s proper prior notification of the need to cancel a cleaning appointment. However, if Client cancels more than two appointments with less than 36-hour notification within a 6-month period, Nicole’s TLC Cleaning, LLC may opt to discontinue service.
If there is a storm in progress on your scheduled cleaning day - ice, snow, thunderstorms, etc. - it will be a judgment call made by the management as to whether or not the staff will be working. We ask that you keep driveways and walkways shoveled and sanded/salted. We will reschedule Client’s cleaning within three days of closed business day due to weather.
During summer months we ask the central air conditioning be left on while we are cleaning. This will keep our teams comfortable while performing the cleaning tasks in your home.
Payment for Services
Cash, Checks, Online Bill Pay, and Credit cards are accepted.
Maintenance Program Service
Payment for regularly scheduled service may be made by one of the following options:
• Client credit card which will automatically be billed on the first day of each month for that month’s cleanings.
• Cash or check made out to Nicole’s TLC Cleaning. Cash or check payments are due and payable at the time of service. If Client will not be home at the time service is rendered, then payment must be left in a visible location at the service address.
One-Time or Initial Deluxe Program Service
Client must provide Nicole’s TLC Cleaning, LLC with a current credit card prior to cleaning services being performed. Payment is due and payable upon completion of services. Payment may be made via the credit card on file, cash or check made out to Nicole’s TLC Cleaning.
Cleaning Supplies and Equipment
Nicole’s TLC Cleaning, LLC provides all necessary cleaning supplies and equipment (no vacuum unless a vacant home). We use eco-friendly, cleaning products for the benefit of our customers, the environment and our staff.
People and Pets
We are a people and pet-friendly company, within reason. If any persons or pets will be in the home while we clean, we ask that indoor activity be limited for cleaning efficiency and safety reasons. We will not clean up vomit or feces as these present a health hazard to our staff. Likewise, we will not clean cat litter boxes, bird cages, fish tanks, etc.
Client keys are coded and stored inside a locked cabinet to which only the two principal managers of Nicole’s TLC Cleaning, LLC have access. Upon termination/cancellation of services, Nicole’s TLC Cleaning, LLC shall return any Client key(s) in its possession no later than 48 hours after termination of services.
We offer a 100% satisfaction guarantee on all Maintenance Program cleaning appointments. Client must report any service issues within 24 hours of service. If you feel we have missed an area, we will return to your home to inspect, address and re-clean the specified area at no additional charge.
Cleaning Hard To Reach Areas
Nicole’s TLC Cleaning, LLC’s staff is not authorized to move or assist in moving any object weighing over 35 pounds. If Client needs an object of this nature cleaned, Client is solely responsible for moving the appliance, furniture or object out of the way prior to cleaning by Nicole’s TLC Cleaning, LLC personnel and replacing it to its proper setting after cleaning of the area is completed.
Breakage or Damage
While an occurrence is rare, we acknowledge that the possibility of breakage or damage is present while we clean. Our staff is required to report any incident to our office, immediately, and to leave Client a note advising of such an occurrence. Nicole’s TLC Cleaning, LLC is not responsible for wall hangings that are improperly or insufficiently secured.
Rate Increases and Adjustments
Client’s Maintenance Program rate may be increased annually, by an amount not-to-exceed 5% of Client’s current rate. The new rate shall be effective the first day of the month in which Client signed on with Nicole’s TLC Cleaning, LLC. Other adjustments to this rate may be made at any time during the year should there be changes to the frequency of Client’s established Maintenance Program schedule or home or living situation (remodel, change of address, number of people living in the home, significant addition of furniture).