Policies and Procedures

Cleaning Checklists Drive Consistency

Thank you for choosing Nicole’s TLC Cleaning! Below are the terms we ask our Clients to abide by. These terms have been put in place to provide a safe environment for our employees and to set clear expectations with our clients so that we can continue to make your home sparkle for years to come! Please review and sign before your first cleaning. As always, we welcome your questions!

How to prepare for your cleaning

We are thrilled to clean for you and want to be able to leave your house or office sparkling. In order for us to provide the highest quality cleaning possible, we ask you to prepare a couple of things before our arrival: 1) Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, etc., 2) Please ensure dishes are put away so that we are able to thoroughly clean your kitchen, 3) Also, please make sure that anything of a sensitive nature is put away.

Technology

Nicole’s TLC Cleaning utilizes technology to its fullest to provide an even smoother customer experience! You may respond to the email, and/or automated text reminders. You do have the option to opt-out of these if you desire. Please note that Nicole’s TLC Cleaning phone number is an office landline and the text feature is part of our scheduling software NOT an actual phone number. You will have access to our client hub within our scheduling software – Jobber – to conveniently see upcoming visits and request any changes to your work order.

Working in the home

The cleaning techs need to be able to work without distractions. Every effort is made for the cleaners 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 arrive and there are people and/or pets in the home, we ask that activity is limited around the cleaners so that they can work without distractions at their normal speed. Nicole’s TLC Cleaning reserves the right to charge for extra time spent in a Client’s home.  

NOTE: If for any reason a cleaning tech feels that their personal safety is in danger enough to leave the job site due to actions by the Client, Client’s guests, or animals, the Client is liable for the full cost of the service.  

Bio-hazard

Our cleaning technicians’ safety and health are of the utmost importance to us, so we ask for you to let us know if there are any potential bio-hazard situations. These can include mold, rodent or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.  

Inclement weather  

If there is a storm in progress on your scheduled cleaning day; ice, snow, thunderstorms, it will be a judgment call from management as to whether or not the staff will be working for safety reasons. We will reschedule the cleaning if we close, the general rule is if Plymouth-Canton schools are closed due to hazardous roads, we do as well.  

Safety  

Our number one concern is for the safety of our clients and our cleaning technicians. Nicole’s  TLC Cleaning is covered by liability and worker's compensation insurance and cannot perform any cleaning higher than a two-step ladder. Any heavy or large furniture must be moved away from the walls in order to clean behind them. Our cleaning techs will not move furniture,  in order to prevent damage and remain safe. We ask that you keep driveways and walkways shoveled and cleared in winter and the air conditioner set not above 72 in the summer for the health and safety of our cleaning techs.  

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 and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:30 a.m. and 4:30 p.m. and will strive to be at your home within a two-hour window of the estimated given to you.  

Entry to your home  

We offer two entry options to choose from:  

1) The Client may opt to be home the day of the service.  

Please prepare for your cleaners to arrive. If no one is home or our cleaners are turned away for any reason, a cancellation fee of half the service price will be issued if we can’t gain entry.  

2) Provide a key, garage door opener, code, or lockbox.  

Keys will be placed in a secure area at Nicole’s TLC Cleaning office. The key will be signed out by the cleaners and signed in after each scheduled service and placed back in the secure area. The keys are not marked with any of your personal information in case they are lost. In the event, the garage opener/code or lockbox is not operating, and cleaners cannot gain entry, we will call you and wait 15 minutes before sending them to the next scheduled visit.  A cancellation fee of half the service price will be issued if we cannot gain entry.  

NOTE: In the event, the Client chooses to leave a door unlocked, place a key under a mat, or any other unsecured place for the cleaners to enter the home, Nicole’s TLC Cleaning will not be held liable for any damages or theft to the Client’s home.  

Schedule changes / Cancellation of service  

If you reschedule, skip, add or cancel your service, we ask that you give a 48-hour notice.  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.  

NOTE: All canceled or skipped appointments will also cause the rate for your next cleaning to increase to the next level (e.g. if you are serviced weekly and skip a service, you will have to pay the bi-weekly rate for your next cleaning. If you are serviced bi-weekly and you skip a service  you will pay the monthly rate for your next cleaning.) Likewise, if you add a visit and are serviced for bi-weekly or monthly cleaning, it will be discounted to the less service level.  

Payment  

Payment is due in full on the day of the service. Nicole’s TLC Cleaning will require a credit or debit card on file at the time of booking. Your credit card on file will be processed once each visit is completed. If you pay by check and it is not left on the day of service, the Credit card on file will be processed. If the card is declined, payment information must be updated with our office before the next service date.  

For one-time-only cleanings, a credit card and $100 deposit is required to book an appointment and the remaining balance is due once service is complete. Your cleaning price is an estimate,  therefore, we will call for authorization if the crew needs more time than originally quoted.  Tipping the cleaning techs is never required but always appreciated. Thank you in advance if you choose to do so.  

Rates & Team size 

(1) Recurring Service is weekly, every two weeks, and every four weeks. Each is charged a flat rate for service unless extra/fewer tasks or lifestyle changes increase or decrease the cost.  It is based on a slightly lesser hourly rate than our deep cleanings while taking the following  factors into consideration:  

  1. Size of home; Square feet, number of bedrooms and bathrooms, and number of stories.  
  2. Flooring, tile, counter material, and special surfaces.  
  3. Lifestyle and décor - minimalist to cluttered  
  4. Activity in the home - number of adults, children, pets.  
  5. Frequency of service  
  6. Client’s requests or any customized request. 

(2) Deep cleaning is a good starting point for every first-time visit. We have three different levels of service; 1) Basic Deep Cleaning, 2) Deluxe Deep Cleaning and 3) Super Deluxe Deep  Cleaning (each level of service is charged at an hourly rate). You decide on what level is best for you. 

(3) Team size varies, but we generally assign one cleaning tech to each recurring service. For all deep cleans or larger jobs, we will send a team of two cleaning techs. Occasionally a  three-person team may be needed due to the size of the home or the complexity of the cleaning.  

Price increases  

Nicole’s TLC Cleaning reserves the right to raise prices at any time, but we give our Clients advance notice of any price increases.  

Quality control  

Nicole’s TLC Cleaning needs your feedback! You will receive a survey that coincides with your service dates asking you to rate our service. The surveys are very valuable to us — giving us a way to address training opportunities as well as recognizing our rockstar employees based on actual  Client feedback. Please expect random quality checks on your home by our Operations  Manager, Megan, to make sure you are receiving consistently fantastic service! 

Pets

We love pets! But for their own safety and the safety of our cleaning techs, please put your large or skittish pets in a secure area of the home or garage. We will give your pet a treat if it is provided for us with instructions. Our cleaning technicians cannot clean animal feces of any kind in order to prevent cross-contamination. 

Breakage  

It can happen when you least expect it! Nicole’s TLC Cleaning can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Curio cabinets, figurines, glassware, and items of extreme value or sentimental value should be cleaned by the Client. If an item is broken by one of our cleaning techs, the client needs to save a broken item(s) for Nicole’s TLC Cleaning to inspect for a replacement value.  

Damage  

We ask that our Clients point out any pre-existing damage to surfaces during walkthroughs and before service begins. On occasion, Nicole’s TLC Cleaning is called to correct the damage that was already there or that another cleaning company was responsible for. In this case, we may require the Client to sign off on a pre-existing surface damage waiver.  

In areas of the home with extreme clutter, Nicole’s TLC Cleaning reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs. Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.  

Nicole’s TLC Cleaning uses non-toxic, eco-friendly products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand Nicole’s TLC  Cleaning will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning techs bleach will not be used even if requested.  

Our guarantee  

We want you to be absolutely delighted with the cleaning service! Report any concerns to our office at 734.404.5627 or info@nicolestlccleaning.com within 24 hours after the service.  We will return and re-clean the area(s) of concern at no cost to you. 

Booking Is Quick & Easy!