Terms and Conditions

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Terms & Conditions

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!

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 the 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 your Client Hub to request extra services (or to downsize), update your credit card on file, see upcoming visits, and receive invoices. The day after each cleaning visit, you will receive an email of our Quality Scale Survey to rate that specific cleaning date.

Getting your home ready

  • Please have your home picked up of toys, clothing, dishes, etc., before our arrival. Our cleaning technicians have a timetable they must adhere to and be able to provide an excellent customer experience to all our clients.
  • Notify all guests about our arrival and that we may need access to their space.
  • Notify the office when you have guests or any unknown person in your home.
  • We do not include any laundry or washing dishes services. We do not provide pet sitting or waste removal from furniture or floors.
  • Bed must be stripped before applying new linens if this service is added to your work order.

Preparing Children & Pets

  • For safety reasons, children must be supervised while we are cleaning your home.
  • We love animals, however if they are aggressive, we ask that you have them in a crate or outside when we arrive. Nicole’s TLC Cleaning reserves the right to leave the premises if a pet exhibits aggressive behavior, and you will be charged the full price of your cleaning. Nicole’s TLC Cleaning will not be held responsible for the behavior of pet(s) while the cleaning service is being performed.

Accessing Your Home

  • Gaining access: Please ensure our staff has access to your home. Most of our clients give us a garage code or leave a hidden key outside. To avoid a lock-out fee, you are responsible for ensuring that we have access to your home.
  • Garage codes: We prefer having a garage code. Please be aware that sometimes a garage door keypad may not work in extreme cold. If this happens and we cannot get in touch with you for an alternate access point, you will be charged our lock-out fee.

Assessments/Quotes

  • Quotes are based on the information discussed and observed during the initial virtual assessment. Upon arrival, if the condition of your home is more difficult than originally assessed, we reserve the right to adjust the quote due to the extra time needed for the first visit, and all future maintenance cleans are based on what we see in the home.
  • Should we need more time to perform the cleaning than what was quoted, we will contact you by phone or text to authorize the additional time.

Frequency Agreement

  • You agree and maintain a weekly, bi-weekly, or monthly (every four weeks) cleaning schedule.
  • We understand that, at times, you may need to reschedule or cancel a cleaning. If you want to reschedule the cleaning to a different day, just let us know. Frequently rescheduled or canceled visits may require us to change your rotation to maintain a consistent schedule.
  • You will receive an email reminder two days prior to your cleaning and a text message one day before your cleaning.
  • Your home will be cleaned between the hours of 8:30 am – 4:30 pm on the scheduled cleaning day. We do not schedule set appointment times (other than 8:30 am) as part of our services, though we do try to stay within the 2-hour range given. Your assigned cleaning tech will send an “OMW text” (On my way) from our scheduling software 20 minutes prior to arrival.

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/less 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:
    • a) Size of home: Square foot, number of bedrooms, bathrooms, and stories
    • b) Flooring, tile, counter material, and special surfaces
    • c) Lifestyle and décor: minimalist to cluttered
    • d) Activity in the home: number of adults, children, pets
    • e) Frequency of service
    • f) Requests or customized request
  2. Deep cleaning is a good starting point for every first time visit. We have three levels of service:
    1. Basic Deep Cleaning
    2. Deluxe Deep Cleaning
    3. Super Deluxe Deep Cleaning

    Each level of service is charged at an hourly rate. You decide on what level is best for you. NOTE: If you opt-out of the deep cleaning, a first visit maintenance cleaning rate will be added to the first cleaning (the extra fee is listed in your quote).

  3. Team size varies, but we generally assign one cleaning tech to each recurring service. If the home to be cleaned is over 4,000 square feet, we will assign two cleaning techs if needed. Occasionally a three-person team may be needed due to the size of home or complexity of the cleaning.

Cancel a Cleaning

We ask for at least two business days notice to cancel a cleaning. This allows us time to fill your spot with another cleaning so that your cleaning tech can still get paid. We do make an adjustment to the rate for your next scheduled cleaning.

For example:

  • If a weekly appointment (every 7 days) appointment is canceled, the following service date will be charged at the bi-weekly (every 14 days) rate.
  • If a bi-weekly (every 14 days) appointment is canceled, the following service date will be charged at the monthly (every 30 days) rate.
  • If a monthly (every 30 days) appointment is canceled, the following service date will be charged at the First Visit Maintenance rate.
  • If you are absent from our schedule longer than 60 days (about two months) Nicole’s TLC Cleaning reserves the right to charge by our current hourly rate for the first clean and to review your service rate moving forward.
  • If Nicole’s TLC Cleaning must cancel your cleaning due to staff shortage then you will not be subject to the cancel adjustment rate. We will make every effort to reschedule your cleaning or provide a substitute cleaning tech if your scheduled cleaner is absent. We contact you via phone, text, and email ASAP when we receive a call-off or a scheduled day off that affects your service date.

Late Cancel Fee: If a cleaning appointment is canceled within two business days, a 50% cancelation fee applies and will go to cover the cleaning tech's lost wages. If a cleaning appointment is canceled within one business day, 100% of your regular cleaning rate applies.

Rescheduling a Cleaning

One to two business days are needed in case you need to move your cleaning time to a different day, as we look for an alternative open day or swap schedules with another client. Please know that one change will not affect your scheduled routine cleanings, and they will remain on the regular days/times rotation.

We are unable to move the entire rotation unless there happens to be an opening in your zone. If you cancel the following visit, there will be a cancel fee for the next service level for the following scheduled rotation cleaning.

Holidays

We are closed for New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving, and Christmas Day. Should your cleaning fall on a day we are closed, we will reschedule your cleaning (you can cancel if you prefer). The terms above apply.

Cancelling Service

We request at least four business days notice for permanent cancelations of service. Cancelations must be made by calling 734.404.5627 extension 1 -OR- email to [email protected]. You will receive a confirmation email within one business day of making your service cancelation.

Lock-Out Policy

If we arrive on your scheduled cleaning day, but cannot gain entry to your home and your cleaner must wait (time to get ahold of you), there is an extra $30 fee to cover the wait time. We can wait for 15 minutes only. You will be charged for the full cost of the scheduled cleaning if we do not have an alternative way to gain entry or turned away at the door.

Paying for Services

  • We accept Visa/MasterCard, AMEX, and Discover. We do not accept cash or checks.
  • Payment is due at the time of cleaning. Accounts will be considered overdue if payment is not made within 10 business days and a 10% late fee will be assessed. Accounts 60 days past due will be sent to collections.
  • Deep Cleans require a $100 deposit to secure a spot on our calendar. A full refund will be given with three business days’ notice of cancelation. Less than three business days’ notice, the deposit will be used to pay for the cleaning techs lost wages.

Gratuity

Gratuity is neither expected nor required, but certainly is a nice gesture to your cleaning tech. It is completely optional and at your discretion. Cash is preferred in an envelope or with a note (including their name or Nicole's TLC Cleaning). As an option, you may also call to place a gratuity to your credit card on file for each visit.

Inclement Weather

  • Nicole’s TLC Cleaning reserves the right to be closed for business when severe weather conditions prevent local school districts from opening. Also, if our office should remain open despite weather-related school closings, for our employees’ safety, they too reserve the right to work or not. We will make every effort possible to send another tech to perform your cleaning or reschedule your cleaning.
  • It is your responsibility to remove any snow (over three inches) and ice from driveway, walkway, and entry points.

Should your cleaning tech show up to clean and they are unable to safely reach the home entry point, the full cleaning rate (100%) is still charged.

Protecting Your Valuables

  • To avoid accidental breakage, please secure valuables, fragile collectibles, and irreplaceable family heirlooms. We request you place these items in a cabinet or drawer, or we can make a note on your customized work order not to touch them.
  • Nicole’s TLC Cleaning takes great care while cleaning your home, but occasionally accidents happen. In the event a breakage occurs, your cleaning tech will inform the office and leave a note informing you of the breakage. The office will follow up with a phone call to determine the best course of action for us to take.
  • Nicole’s TLC Cleaning is not responsible for breakage due to normal wear and tear, age or weather deterioration, damage caused by improper assembly, or improper construction or mounting (e.g. blinds, pictures, fan blades, light fixtures, etc.)
  • You must immediately notify the office of any broken or missing items. Whenever possible, please include a picture of the item.
  • Due to safety and security considerations, please do not schedule other home service providers when we are scheduled to clean if you are not present to supervise them. Nicole’s TLC Cleaning will not let anyone into your home. We will not be responsible for any re-cleaning if another service provider is present when we clean your home. Activities in the home (by you or service providers) that result in a request to re-clean an area (that has already been cleaned) will result in an additional fee.

Protecting Our Cleaning Technicians

  • Nicole’s TLC Cleaning makes a significant investment in recruiting, training, and retaining only the most qualified cleaning technicians. In consideration of this opportunity, each cleaning technician has signed a non-compete agreement which prohibits him or her from working directly with our clients. By accepting our service, you agree neither to solicit, directly or indirectly, nor hire any current cleaning technicians employed at Nicole’s TLC Cleaning without the expressed written consent of Nicole’s TLC Cleaning.
  • Cleaning technicians are unable to climb ladders higher than the one-step ladder they are issued to perform their work. Please call the office if you need work performed in your home that requires a two or three-step ladder. For liability reasons, our cleaning technicians will not use a ladder higher than three steps.
  • Due to OSHA regulations, our staff will not handle any type of animal or human waste, vomit, blood, or body waste.
  • Due to sanitary and hygiene cross-contamination issues, we are unable to clean in areas or homes with live infestations (e.g. maggots, fleas, roaches, bedbugs, etc.) until mitigated.
  • We will not remove excess mold and mildew outside of the shower.

Rate Adjustments

  • We monitor your cleaning rate for the first three visits and reserve the right to increase if necessary.
  • We may need to adjust your cleaning rate when there are any major additions to your household. These could be, but are not limited to, the addition of adults, children, pets, remodels, or added rooms/tasks from original quote.
  • We perform a yearly price adjustment upon your anniversary by email. If no email is available, then price increase notification will be sent via the U.S. Postal Service.
  • In lieu of price increases, you may negotiate the cleaning work order. Notifications must be made 14 days (about two weeks) before the next scheduled cleaning.

Termination of Service

  • Either party may terminate the cleaning service. Any payment owed for services are due and payable at the time of cancelation.
  • Deep cleans will forfeit a deposit if the cancelation notice of at least three business days is not given.

We Guarantee Your Satisfaction

  • Our work is guaranteed; if you believe an area within the scope of work is not clean or cleaned well, we will re-clean it to your satisfaction by the end of the next day.
  • Please call within 24 hours of your cleaning and we will return within one business day to re-clean the problem area. Requests made after 24 hours will result in a fee.
  • We appreciate the opportunity to make things right in a timely manner. Contact us at 734.404.5627 extension 1 or email [email protected].
  • Our guarantee does not include a refund when services have been rendered. By hiring Nicole’s TLC Cleaning, you agree to be the party responsible for full payment, communication and complying with all policies, upholding this agreement, and satisfaction guarantee procedures.

By hiring Nicole’s TLC Cleaning, you agree to be the party responsible for full payment, communication and complying with all policies, upholding this agreement, and satisfaction guarantee procedures.

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