Service Agreement

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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:

General Limits, Conditions and Liability

100% Satisfaction Guarantee

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.

Insurance, General Liability, Bonding & Tax Reporting

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.

Security Alarms

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.

Condition Contains Bio-Hazards

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.

Pets “escaping” from the home

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.

Pet Special Consideration and Instructions

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.

Charge for Pets

Pets are charged to allow for the time needed to clean hair, paw prints, etc. Please let us know if your pet situation changes.

Pet Waste & Messes

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.

Cleaning‐Day Home Preparation

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.

Unimpeded Access to Areas of Home

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.

Task Blocks

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.

Additional Tasks At Set Pricing

Interior glass doors: $7 per pane
French Doors: $15 per side
Oven: $75
Fridge: $75 empty, $95 full (we take out all shelves, food, etc. and clean each piece by hand)
Folding laundry: task blocks
Washing dishes: task blocks
Load of laundry/sheets and dry: $15
Duvet: $10
Sheet change: $10
Scrub Set of Blinds: $45
Wall of Mirrors: $25 (per wall)
Glass Stair Panels: $25 (inside glass only)

Condition Scale

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.

Days We Clean

We are open Monday – Friday, from 8AM – 4PM. We do not clean on Thanksgiving and Christmas.

Items / Areas We Do Not Clean / Services Not Offered

Wall washing or scrubbing
Carpet shampooing / carpet cleaning / carpet stain removal
Fabric blind cleaning or washing
Chandelier cleaning or washing / Glass light fixtures attached to ceilings / Hanging pendant lights
Musical instruments
Stereo equipment
Garbage / trash removal to bins if you are in a condo or apartment. We will bag the trash and leave at your inside front door.
Compost removal
Oven grate cleaning
Interior fireplace cleaning / ash removal / fireplace screen cleaning
Cat litter box; cat litter on floor (we will sweep up the litter if you leave us a broom; if you leave a mop we can mop the area for you, but we can’t use our supplies]). We do not move cat litter boxes, so please make sure you move the box for us ahead of the cleaning.
Pet feces, urine, vomit, fur balls
Bio-hazardous cleaning (urine, mold, blood, bodily fluids, etc.)*
Areas unreachable by using our step stool
Ceiling fans over beds
Carpet powder, baking soda on flooring
Paint splatter
Utility rooms with concrete floors or other unfinished areas in the home.
Garages or any area outside of the home
Any area of floor, cabinets, or furniture that have paint, paint drips, candle wax, or other stuck-on matter that could potentially cause damage
We do clean mold in bathrooms unless the mold is on a porous surface such as a cabinet, baseboard, window frame, or other porous surface.
Open shelving in place of kitchen cabinets. You may add task blocks to include this — please call office.

Cleaning Supplies

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.

Dusting

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.

Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized.
Dusting Knick‐Knacks, Collectables, Stand‐up Picture Frames, and other small items: We dust small items based on the size and the number of items on a shelf or flat surface like a mantel. If there are 10 or fewer small items on a shelf we will hand dust them and the surface below and return the item to the shelf. If there are more than 10 items per shelf we may dust the items where they sit and the surface around them.
Dusting height limits: We are not able to dust items on shelves or hung on a wall that are higher than a cleaning technician can reach standing on a 2 step stepladder. We do use extension poles to high dust rooms but we will not high dust items that may tip over or hung on the wall because we are not able to hold it with one hand in order to secure it while we dust.

Showers and Tubs

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.

Damage or Breakage

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:

Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush. We use top-of-the-line Miele vacuums. These vacuums are set to industry standards in order to limit snags while still providing a high quality vacuuming.
Insufficient Support / Not Recommended Placement: We are not responsible for items such as televisions, mirrors, photos, pictures, decorations, art objects, etc., that are not properly placed on stable objects or affixed properly and per manufacturer’s recommendations. Thumb tacks, short nails, nails hanging frames with tiny nail heads, or unanchored nails for heavy paintings or mirrors or other objects are not stable. Of particular note are hanging picture frames with nails with tiny heads — the frames will easily fall if not properly or securely affixed during cleaning / dusting, and, accordingly, we are not responsible for any damage to the frame, the contents within the frame, or any damage that results to other areas from the object falling. Manufacturers of hanging frames recommend affixing with a wire and picture hanging hardware. If we discover any objects that are improperly, unsecurely, or dangerously affixed, we will not be able to clean or dust the, and we thank you for understanding. We are not, however, obligated to inspect every item to ensure it is properly affixed — we ask you, our customer, to do that before we begin cleaning and alert us of any issues. Additionally, we are not responsible for televisions not placed on proper TV stands, items leaning against walls (such as mirrors, photos, pictures), etc., that are not properly affixed to walls or area(s).
Cleaning Refrigerators: Customers should be aware that there are some inherent risks each time your refrigerator drawers and shelving are cleaned. If there has been gunk / old food / sticky substances, when you scrub that clean, the plastic, which is a brittle substance, may crack as you are “weakening” the structure now to scrubbing the matter off. The matter — especially sticky substances — adhere to the plastic, so cracking can occur. We are not responsible for any cracking / splitting, etc. for your refrigerator that is a result of this.
Broken Blinds: Customers should be aware that there are some inherent risks each time your blinds are cleaned and/or dusted. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks.
Improperly hung pictures/decorations/mirrors/fixtures: If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
Artwork, Collectibles, Family Heirlooms and valuables over $75: These items are expensive or impossible to replace and so we will not take the risk of cleaning such items. It is the customer’s responsibility to inform Susan’s Green Cleaning of any such items existing or brought into the home after our initial setup, that fall into this category. Additionally, if there is artwork which is especially fragile or unusual, please notify us BEFORE the cleaning so we can exercise appropriate care. If you are concerned about a particular piece as it is not replaceable, we would ask that you put that piece away for the duration of the cleaning.
Holiday Ornaments, Holiday Decorations, Christmas Stockings, etc.: Items that are placed out for holidays and not permanently affixed are notoriously difficult to clean around and can easily fall if they are attached by a thumbtack tape, or other glue adhesive fixture, or other temporary affixing measure. For this reason, we recommend putting the items away to make it safer for us to clean the day of the cleaning. Susan’s Green Cleaning is not responsible for any ornament breakage, decoration breakage, etc., unless it is there year-round and we know about it ahead of time. Anything that is hanging (such as lights by a fireplace, around a window, a doorway), we are not responsible for.
Plumbing Fixtures: If you have faulty plumbing, fixtures, plumbing or fixtures that are not functioning properly (such as a drip, leaky toilet, overflowing toilet, etc.), or any and all other plumbing and/or fixture issues, we must be notified ahead of time. We will not be held liable for any damage to plumbing or plumbing fixtures with currently known issues. Additionally, if you have a dripping faucet of fixture, notify your technician and / or office before we clean the area.
Wine, Champagne, and Other Glassware; Dishes & Crystal Bowls: On the day of your cleaning, we do request that counter tops be free of all dishes, glassware, etc. We are not responsible for breakage of any items as we attempt to remove them from counters to clean. Please note fragile stemware should always be put safely away to avoid any accidents.
Glass Objects in Shower: We request that you remove any glass objects from shower / bathtub before we clean. Glass objects are unsafe to use in these areas and posit a risk to our cleaning technicians and also to your objects. We will not be responsible for any glass breakage in the shower / bathtub (or ledges surrounding the bathing area). If you continue to have glass objects despite our request not to have them in there, we may terminate your service if we feel it is too risky for breakage and injury to our employees.
- Glass Objects in Home: We request that you remove any objects that could present a danger to our technicians if they were to break. If you do have glass furniture, or large art objects, we ask that you alert us to them ahead of time so that we can put a special warning in your work order for the technicians. We will not be responsible for any damage to glass objects over $300. If you continue to have glass objects despite our request not to have them in there or you have not given us notice in writing about their location, we may terminate your service if we feel it is too risky for breakage and injury to our employees.
Use of Homeowner’s Vacuum: If you request our cleaning technicians to use your vacuum, we will not assume or accept any liability for damage to the unit. (Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it).
Window Track Cleaning: We do not offer window track cleaning. In order to clean window tracks efficiently, there must be a good amount of pressure from water, etc. (such as a pressure washer). Most professional exterior window washing services do this at no additional charge during your exterior window cleaning service.

Payment for Services

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.

Credit Cards. Credit cards and e-checks are our only accepted method of payment. We do not charge you anything to process a credit card — we consider that the cost of doing business.
Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee.

Scheduled “Arrival Window” for cleanings

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

Scheduled “Departure Time” for Cleanings

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.

Termination of Cleaning(s); Pause of Cleanings

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.

Termination or Pause of Subscription

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.

Guaranteed Rate for Subscription

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.

Lock‐Out Fee

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.

Power Outages

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.

Unable to Complete Cleaning Due to Condition of Home

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.

Scheduling Changes

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.

Scheduling changes can result in the following:

PRICE CHANGES The price for your recurring service is based on Time Between Cleanings. We have 3 recurring price categories:

Weekly (Once a week)
Bi‐Weekly (Every two weeks)
Monthly (Every four weeks like clockwork)

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.

Example 1: Bi‐Weekly customer “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning. Monthly (every four weeks like clockwork) is 50% higher than the bi-weekly rate.
Example 2: Bi-Weekly customer “skips” a cleaning, creating a three-week interval between visits and that rate will be 25% higher than the bi-weekly rate and then resume back to the regular rate once the bi weekly cadence is resumed.
Example 3: Monthly (every four weeks like clockwork) customer skips a week creating a 5 week interval, the rate would be the monthly rate + 25% of the monthly rate; if a customer skips two weeks creating a 6 week interval, the rate is the monthly rate + 50% of the monthly rate; if longer than 6 weeks, the One Time rate applies.
Example 4: Bi‐Weekly customer who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.
Example 5: A recurring customer cancels 2 or more cleanings in a row. The next scheduled cleaning will be the One Time Cleaning rate for the package they will resume with (i.e., if the customer chooses the Classic Package, we will start with One Time Classic; if customer chooses Premier or Ultimate Package, we will start with One Time Deep). The appropriate pricing can be found by going to www.susansgreencleaning.com/instant-estimate/ and doing a quote on the website. Please note that your recurring pricing would be updated to the current pricing as well. If customer chooses to permanently cancel instead, they would still be responsible for the two week cancellation policy, which would be the cost of the previous cancelled cleaning. Susan’s Green Cleaning also reserves the right to cancel the customer’s recurring cleanings until the customer’s availability is expected to be more predictable, thus reducing cancellations, and. if appropriate, be placed on the waiting list. Please note that most of our customers opt to keep their cleanings even if they are going to be out of town. We understand this doesn’t work for everyone, however, recurring cleanings are accepted with the mutual understanding that there will only be the very occasional cancellation due to emergencies.

A FEE CHARGED

0-72 hours’ notice before scheduled cleaning: full cost of anticipated cleaning. This includes cancellations for any reason, including illness or suspected illness, including COVID.
More than 72 business hours’ notice: no fee.
One-Time Cleanings and Move Out Cleanings require 14 days’ notice before scheduled cleaning or customer is responsible for the full of anticipated cleaning. This includes cancellations for any reason, including illness or suspected illness, including COVID.
NON-REFUNDABLE DEPOSIT: There is a $250 non-refundable deposit to retain your booking for all One-Time, First Time, and Move-Out Cleanings, and this deposit will be credited toward the final cost of your cleaning. This deposit will not be refunded.
NO AVAILABILITY – It is our goal to meet every cleaning request, however cleaning dates do sell out. The best way to reserve an alternative date is to call Susan’s Green Cleaning as soon as possible.

Fee for Reschedule, Cancellation, Reduction of Services Requested, or Lock‐Out

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.

Additional Fee (for additional time needed to clean 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:

The condition of your home is different than what you represented when we established your Estimate.
Excessive dirt/dust/stains resulting from remodeling/construction, post‐party cleanup, etc.

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.

Gift Certificates / Donated Auction Cleanings

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.

Quality Control and Inspections

Audits and Inspections

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.

We need your feedback

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.

Pictures of before and after work

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

Safety and Work Conditions Temperature Settings

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.

Non‐solicitation of Susan’s Green Cleaning employees

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.

Privacy Statement

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.