These terms of service are designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid if at all possible. With your help, these issues can be averted to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Susan’s Green Cleaning and our customers.
By scheduling a one‐time or recurring service with Susan’s Green Cleaning, you are agreeing to accept the following terms and conditions:
If you are not happy with any area we have cleaned, simply call the office within 24 hours and we will come back and re‐clean it free of charge. The cleaning technicians must be allowed to come back into the home within 1 business day, and usually are able to return the same day. Please note we do not offer cash refunds or money off the cleaning, but we will 100% return and clean it.
We carry a $2,000,000 liability insurance policy and a $25,000 fidelity bond. In addition, we hereby attest to our customers that Susan’s Green Cleaning collects and reports all employer‐required taxes for the cleaning technicians services to local, state and federal agencies, thus protecting you from IRS tax‐liability with respect to income the cleaning technicians receive. All cleaning technicians are covered by State workers compensation insurance for any injuries occurring inside or outside of your home.
Susan’s Green Cleaning respects your home, and your safety. We do our best to disarm and rearm your security system according to the directions provided, and the code provided. We do our very best to be diligent and careful, however, we are not responsible for any charges from a local police department or security monitoring company or any other associated charges related to an activated alarm while we are entering, cleaning, or leaving your home. Additionally, you agree to hold harmless and / or release Susan’s Green Cleaning company from any and all liability relating to any failure of the alarm or not arming the alarm properly.
If we arrive to a cleaning and any area of the home contains bio-hazards, we cannot clean those areas (we will clean the areas we can), but you will still be charged the full cost of the cleaning. If there is feces in any part of the house, the entire home will not be cleaned and you will be responsible for the full cost of the cleaning.
We cannot be responsible for pets that “escape” when our cleaning technicians are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaning technicians can be on alert when they open doors. Our cleaning technicians are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.
We work around pets every day and we love them! However, if you have special concerns that fall outside the duties of cleaning (i.e., if you have allergies to your pet and your pet cannot be in your bedroom, your cat cannot have any plastic around him or he will eat it, or your dog gets excited and urinates when greeting a visitor), we will not be held responsible for any damages or liability that result from your pets’ actions. If your pet has ANY special requirements, we recommend boarding them for the day of the cleaning.
Pets are charged to allow for the time needed to clean hair, paw prints, etc. Please let us know if your pet situation changes.
Our cleaning technicians cannot touch or pick up pet feces, including emptying or moving litter‐boxes. If, for whatever reason, pet feces or urine is sucked up by our vacuum, the cost of repair, cleaning, and/or replacement will be charged to the customer, and any time used to try to clean or investigate any potential damage at your home is counted as cleaning time. If your pet is sick, ill, etc., and having accidents, please let us know so that we have a heads-up. Urine stains on hardwood floors will be mopped by our cleaning technicians (not fresh urine, however) but please understand that if urine has soaked into wood, the discoloration (stain) may not come out… a flooring specialist should be contacted. Please also note that because of both potential biohazard and also toxoplasmosis, our technicians cannot move or touch any cat litter boxes. Thank you for your understanding.
Your price for cleaning is based on the cleaning technicians focusing all of their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to “pick up.” This will allow the cleaning technicians easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc. and removing dirty dishes from kitchen sinks. If you’d like our cleaning technicians to do these tasks for you, please call the Office (in advance) so your cleaning fee can be adjusted for the additional “cleaning preparation” time.
Our technicians need free access to all areas of the house for our cleanings: we work in a certain order for efficiency, therefore, directing us to clean certain areas and then move to other areas, up one floor and down to the next adds time not calculated into your pricing. If you need this service due to other members occupying the home, let us know ahead of time and we can add on 15 minute increments to accommodate for this time.
For miscellaneous tasks, housekeeping tasks (such as dishes, laundry, folding clothes, etc.), or organizing just let us know! We can add a 15 minute task for almost anything you need help with. Each task block is $25.
When booking your cleaning, you’ll provide a Condition Scale. It is important your scale be accurate or you will not be estimated the correct amount of time. If you enter the incorrect Condition Scale and we find the Condition Scale to be higher, we will revise the estimate based on the actual condition of the house. Please bear in mind that if you are a higher Condition Scale than listed on your estimate, we may not have time available that day to complete your cleaning. If this happens, we will either revise your estimate based on the correct Condition Scale and the areas we were able to get done OR we will reschedule a date to return and complete the areas not done. Please note that we still clean in the normal order we typically do and will not do a “priority list” cleaning. If we reschedule a date to return, it will be for the entire job as originally scheduled — we do not come back just to finish a reduced scope of work. It is at Susan’s Green Cleaning’s discretion which option will be offered. If we revised the estimate with a reduced scope of work, customer will be charged for that revised estimate.
We are open Monday – Friday, from 8AM – 4PM. We do not clean on Thanksgiving and Christmas.
Our cleaning technicians bring the tools and products needed to thoroughly clean your home. We are not able to use any of your cleaning products. We also are not able to clean in homes that have any fumes from paint, varnish, sealants, solvents, etc. from recent work to your home. Similarly, we cannot vacuum up any scented powder or baking soda or any powdered substances with our vacuum. If you have a broom, however, please place it by the front door and we will sweep it up for you.
Our cleaning technicians take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.
Showers and Tubs can accumulate lime, calcium, and/or soap scum. We do not do lime or calcium removal unless it can be removed with elbow grease, a non-toxic cleaning agent, and reasonable scrubbing efforts (mineral and lime, however, usually need acid remover, which we do not work with). We DO remove soap scum. Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but completely eliminating it may require the homeowner to have their shower re‐grouted or re‐caulked. Showers and bathrooms with tile and grout may need extra time to clean, especially if there is a lot of tile. Scrubbing with a grout brush around each tile is time consuming and, because of this, if you have extensive tile in your showers and bathrooms, you will need to order sporadic “deep cleanings” of these areas, as they can take an hour alone just to scrub the grout (not including the rest of the bathroom). Please book this additional grout service accordingly and, in the meantime, we will do our best to keep it up.
Our cleaning technicians exercise reasonable care when cleaning your home. We do carry insurance for damage or breakage caused by our cleaning technicians. We are not liable for damage that is caused by “normal wear and tear,” improper installation of an item in your home, or artwork, magnets on refrigerators, collectibles or family heirlooms valued over $75, or glass items valued at over $300.
These items include but are not limited to the following examples:
Payment is due at the end within 24 hours of invoicing. If your payment is not made by the day after we send the invoice to you, there is a $10 a day late fee added to your invoice. We take credit card information at the time of the booking and your first cleaning will be charged when the cleaning is completed. If you’ve booked recurring cleanings, we accept e-check payments. By giving us your credit card details, you expressly authorize Susan’s Green Cleaning to charge the total invoice amounts to your card and also charge for any visits scheduled that are outside of the Cancellation Policy and/or Cancellation Window. If the card is declined when we first run it, we will attempt again.
Our teams clean from 8AM to 5PM — please note occasionally we may need to stay past 5PM to complete your cleaning. While we can’t guarantee an exact arrival time due to the nature of the cleaning business and changing schedules, if you need an estimated window of time, please log in to your portal available on our website. While we will always do our best to accommodate requests, no arrival time is implied or guaranteed. We do guarantee your day of service and will not change your service date without your prior approval. If we must wait to gain access to the home or wait until we can begin cleaning, you will be charged $100hr., per cleaning technician, per person hour, for that time or the job will end by the number of minutes we waited OR, if the schedule does not allow us to stay longer that day, we will deduct the number of per person minutes waited from your cleaning for that day. We do our best to send you a text reminder for any arrival after 10AM. Please do remember that we do not guarantee a text reminder for any of your cleanings. Your arrival time can be seen in real-time by logging into your portal at https://susansgreencleaning.net/2IhFXxo
If you cannot be present for your cleaning, we will happily provide you with one of our lockboxes to use so that you can securely leave us a key and we can securely lock up. Please be aware we are not able to notify you via phone call, text, or email before we are going to be finished or when we are already done. If you choose to have us leave your door open, we will not be held liable for any damage or burglary to the home. Similarly, if you leave the door unlocked, we are not responsible for any burglary to the home.
If you would like to cease receiving service temporarily, long-term, or permanently, or reduce the frequency of your cleaning cadence, we require 2 weeks’ notice in writing (if you cancel more than 2 weeks out, you agree to keep all cleanings within the last 2 weeks of your final cleaning date). Less than this is considered a late cancellation and will be charged at the full fee. If you cancel or reschedule a cleaning or cleanings and then either cancel the next scheduled cleaning, do not reschedule your appointment, or opt to cancel permanently, you will be charged for the cancelled or rescheduled cleaning. If you are a monthly (every four weeks like clockwork) customer, and skip a cleaning and then you skip your next cleaning as well (with less than 2 weeks’ notice), you will be required to pay for one of the cancelled cleanings. We hold that slot for you, and we do not accept other recurring customers in that slot. Customer expressly agrees and authorizes Susan’s Green Cleaning to charge the credit card on file, if applicable, for this fee.
If customer has signed up for one of our recurring cleaning subscription coupons which resulted in a reduced cleaning fee and that subscription is cancelled early for any reason whatsoever, customer will be responsible for payment of the previously given discounts associated with that subscription If customer is in a contract and cancels cleaning(s), the subscription is extended by the amount of cancelled cleaning(s); however, if there is longer than an 8 week interval OR two cleanings in a row missed, cancelled, paused, or skipped, the subscription shall be terminated and customer responsible for the discounted amount previously applied. If subscription customers in their subscription reduce their cleaning frequency, the initial discounted amount is reduced by 50%. The subscription is for recurring cleanings (13 cleanings for the monthly cleaning package, and 26 cleanings for the bi-weekly package) and starts with the first recurring cleaning scheduled which occurs after the One Time Cleaning.
It is guaranteed that the rate for your current subscription will not increase more than 10% during any one year period, and not before 6 months after the first cleaning has occurred, including the beginning of the subscription period to the end of the subscription period.
You are responsible for providing cleaning technicians access/entry to your home. If our cleaning technicians cannot enter your home , you will be charged the full cost of estimated service. Susan’s Green Cleaning can provide you, for a small fee of $25, a lockbox for you to keep and you can leave your key for the cleaning technicians to gain access to your home. We do not store keys at our office. We do not enter a home if the customer has left the home unlocked as it is not a safe practice and we cannot risk putting our employees in a potentially unsafe situation.
During power outages, we still clean as normal. Please do let us know where a broom and dustpan are and we will use that in place of a vacuum. If you have carpets, please let us know and we will deduct that part of the cleaing from your bill. Any cancellations will still be processed under our regular cancellation policy.
You are responsible for advising roviding cleaning technicians access/entry to your home. If our cleaning technicians cannot enter your home , you will be charged the full cost of estimated service. Susan’s Green Cleaning of any situations that will prevent us from cleaning your home: this can be pests (including roaches, fleas, rats, mice, bed bugs, etc.), hazardous conditions (needles, illegal drugs or items, rat droppings, feces, urine, etc.) or hoarding situations that the company was not made aware of ahead of time. In situations such as those, the office will notify the customer of the situation and a full cleaning fee will be due and payable. It is our policy to provide you with visual evidence of the unacceptable condition.
Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment. Please note that if you cancel a recurring scheduled cleaning, we often cannot reschedule as we do book out, and that would be considered a “skipped” cleaning. Monthly (every four weeks like clockwork) reschedules with less than 3 – 4 weeks notice are often not able to be accommodated as we book out, and that means your next scheduled cleaning (which would be an 8 week interval) would be charged at the One Time Rate for the next visit. If you anticipate cancellations as you’ll be out of town, we recommend getting a lockbox so we can enter without you there or getting a code for your keypad you can share with us. If this is not possible, you may want to consider bi-weekly cleanings so that if you miss, we can still see you for a monthly (every four weeks like clockwork) at the monthly rate and you won’t have to go so long without a cleaning. We understand that with the pandemic, this may be not be possible to plan ahead, however, we typically do not have any open slots to get you in before your next cleaning scheduled for the next month, so we would have to start with a One Time Rate the next visit. interval. If you cancel a visit regardless of the reason, and then cancel service, you would be charged for the cost of the cancelled visit.
PREMIER AND ULTIMATE PACKAGE SCHEDULED TASKS: Each task for these cleanings are done at the last cleaning date in their assigned month and will not be done in a different date of the month or different month if you skip or cancel your cleaning. Similarly, tasks cannot be swapped out to different months. You may always purchase tasks separately throughout the year.
PRICE CHANGES The price for your recurring service is based on Time Between Cleanings. We have 3 recurring price categories:
RESCHEDULING YOUR CLEANING Rescheduling your cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning, or your Recurring Schedule cancelled altogether.
A FEE CHARGED
We are happy to work with customers to reschedule, reduce the services requested, and cancel services throughout the year to work around your schedule. This policy has to do with rescheduling service, reduction of services requested, or cancelling an appointment with less than 72 business hours’ notice for recurring cleanings or 2 weeks’ notice for One Time, First Time, and/or Move Out Cleaning (for cancellation purposes, business hours are 8AM – 4PM, Monday – Friday; holidays and weekends are excluded and do not count as a business day). For recurring customers, permanent reduction of services requested (such as one less bedroom to be cleaned), we will happily accommodate that — simply go online and complete a new online quote for the areas to be cleaned and we will update your work order and charge the new pricing. Extra work (such as spring cleaning, fridge cleaning, oven cleaning, etc. for regularly scheduled customers) that is cancelled within this time period, even if you keep the recurring cleaning, also counts as a late cancellation as we allocate the additional time needed for that extra work. Similarly, if you reduce the scope of work for a cleaning with less than 72 business hours’ notice for recurring cleanings or 2 weeks for One Time, First Time, and/or Move Out Cleanings, the full charge will still apply. If you reschedule a cleaning outside of the cancellation window and then cancel again at any time for the rescheduled cleaning, you are responsible for the full cost of the cleaning. Lock outs are charged at the full cost of the service. ALL CANCELLATIONS AND/OR RESCHEDULES MUST BE IN EMAIL. Please note, that some last minute cancellations can be prevented if a customer provides us with access to their home using a garage door code, key, lockbox or other methods. Susan’s Green Cleaning is bonded and insured against any problems associated with giving us access to your home.
When purchasing our house cleaning service, you are purchasing reliable, well‐ trained, insured, trustworthy LABOR. There may be an occasion where our cleaning technicians need more time to complete the specific cleaning program you purchased. A few examples include:
If a particular cleaning requires more than the allotted time to finish due to the situations above, we will attempt to contact the customer by phone before we start the job. If we are unable to reach the customer by phone we will either work up to the allocation of time or not clean the home. We will never charge you more for your cleaning without your permission. If additional time is repeatedly needed, we would need to discuss a change in your regular fee. Move Out Cleanings Move-out cleanings (or move-in cleanings) assume that the home is empty and that drawers, cabinets, refrigerators, and ovens, are empty as well. If we have quoted you for a move-out and there is food in the fridge or items in the cabinets or drawers, we will not clean those areas, but the areas, but those areas would still be charged as it a last minute cancellation of services or reduction of scope of work. If there is furniture in the home, the furniture will not be cleaned. We do not remove trash or carry trash bags. We do not move appliances or move the stove or fridge away from the wall, however, we are happy to clean those areas for you! Simply move the appliances away from the wall for us and we will get those areas sparkling for you.
We offer gift certificates and they are valid for 1 year, after which time, they expire. All of our donated cleanings that we donate for auctions expire 6 months after date of issuance to the benefited organization. We do not offer refunds on gift certificates. Gift certificate and donated auction house cleanings cannot be separated into different bookings: all hours must be used at the same time. Donated auction house cleanings must be booked with the office and cannot be booked through the website.
Susan’s Green Cleaning randomly inspects and audits our cleaning teams. The inspector may inspect your home after a cleaning is completed and when the cleaning technicians have left, or during the final phase of cleaning or during the entire cleaning.
Getting customer feedback is an important ingredient to a successful house cleaning service relationship. Your feedback helps us monitor the performance of your cleaning technicians and deliver the highest quality cleaning experience in the industry.
For first time customers and one-time customers, our Quality Inspection will include taking before and after photos of our cleaning technicians’ work. These pictures are used for training, proof of our work performance and promotion of our high quality standards. These pictures are most often used, but not limited to, Onetime Cleanings, Spring Cleans and Move‐In/Out cleanings. If you do not want pictures taken of work areas in your home please notify Susan’s Green Cleaning
During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On the day that your cleaning technicians arrive, we ask that you set the thermostat to, at the highest, 72, so your cleaning technicians can work in a safe environment without overheating. For safety reasons, if our cleaning technicians arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaning technicians are instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you to let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels. During the winter, we request that the home is between 60 and 72 degrees.
When entering into an agreement for services with Susan’s Green Cleaning you agree not to solicit for hire any staff member introduced to you by Susan’s Green Cleaning for any home‐related services. We spend a lot of time, money and resources finding, interviewing, checking references and backgrounds, and training our cleaners. When hired, each cleaning technician signs an agreement barring them from performing any home‐related service for any of our past or present customers. However, if you do wish to employ a staff member directly please discuss this matter with the owner of Susan’s Green Cleaning. If you are found to have solicited one of our staff please be advised that our referral/ training fee is $3,500 per hired employee. Payment is due within 30 days from the date on the invoice. We consider our employees our most valuable asset and charge accordingly.
Susan’s Green Cleaning is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.