Our Policies
How do I pay for my cleaning?
Payment is due in full at time of service. We accept numerous payment options including cash, credit and debit cards. Bank cards are processed online by PayPal (see below). Please place your payment in a sealed envelope marked "cleaning service" and kindly leave on the kitchen counter. We are happy to provide payment envelopes if you like. If so, just ask.
Do you accept payments online?
Yes, payment by credit or debit cards will include a 2.5% convenience fee by invoice with processing handled securely by PayPal. Since it usually takes several days for our bank to receive funds when a payment is made, invoices are due to be paid 48-hours prior to date of service.
Can I make advance payments?
Yes we offer discounts for advance payments. When 6 or more cleanings are paid simultaneously you qualify for a 2.5% discount. We do not refund prepaid cleanings and late payments are ineligible for the discount.
What if my payment is not left at time of service?
While other cleaning services have a "no pay-no service" policy we do not believe an oversight should result in returning to a home not cleaned. Should it slip your mind to leave a payment we will simply invoice you via PayPal so you may make your payment free of a late fee. However, in all fairness we expect you to make your payment no later than 24-hours by credit or debit card, which will include a 2.5% convenience fee, or you will be charged a $25 late fee. Except for this, Clean Home Clear Mind depends upon full payment being left at time of service.
What if my check bounces?
Any payment by check returned for insufficient funds or any other reason will incur a $35 fee by Clean Home Clear Mind. If we receive notice of such an event you will be invoiced online via PayPal and your payment will be due immediately.
What if my regular cleaning has to be rescheduled?
We have reserved times for you along with other clients. While not always possible, if you must make a change to your regular schedule we prefer 48 hours advance notice by email. A $35 rescheduling fee will be charged and only applies to routine cleaning visits to compensate us for increased clerical, administrative, travel and employee costs associated with rescheduled service visits. When a cleaning is rescheduled it does not change the regular service going forward to assure all clients continuity with their cleaning schedules.
What if my regular cleaning is skipped over?
Skipped cleanings are considered a cancellation (see below "what if my regular cleaning is canceled") and subject to a GAP fee. The fee amount depends on the frequency ($25/weekly, $40/biweekly and $75/monthly) of service schedule. Homes larger than 1000 sq ft of living space subject to an additional charge depending on actual square footage. When a cleaning is skipped, it disrupts our schedule. More so, our staff must work harder and longer on the next cleaning essentially because a weekly has become a biweekly, a biweekly a monthly, etc. A skipped cleaning does not change the regular service going forward to assure all clients continuity with their cleaning schedules. Cleanings that are cancelled at the clients request are considered a skip and subject to this fee.
What if my regular cleaning is canceled?
We require a minimum 48 hour notice by email to cleanhomeclearmind.com in order to avoid payment of a cancellation fee. If we receive less than 48-hour notice you will be responsible for paying the full price of the cleaning. Regardless of when we are notified of a cancellation, a canceled cleaning will be considered a skip and subject to a GAP fee (see above "what if my regular cleaning is skipped over"). However, two or more consecutive cancelled cleanings will be considered a cancellation of service and is subject to our two (2) week notice of cancellation to avoid being charged the fee equal to the full price of one cleaning If your cancellation results in a fee it will be due online within 24-hours by credit card.
What if I test positive for COVID-19 and cancel my cleaning?
According to CDC update Dec 27, 2021, people who test positive should
isolate for 5 days and if asymptomatic or symptoms are resolving (without fever for 24 hours), follow that by 5 days of wearing a mask when around others. That said, unless a scheduled service visit falls within the first 5 days of a positive test result and the client remains at home, a GAP fee will apply.
What if we are not able to gain entry into your home, turned away at the door, or asked to wait when arriving on the day of service?
If we are not able to gain entry into your home on the day of service, you will be charged the full price of the cleaning. If we arrive and wait longer than five minutes before being able to gain entry into your home, you will be invoiced at the rate of $55.00 per hour/per cleaner with a maximum wait time of 30 minutes. If longer, your cleaners are instructed to leave and you will be charged the full price of the cleaning on-line within 24-hours by credit card. All high rise luxury buildings that require guest sign in/call are charged $15 fee to cover wait time.
What if repair or renovation work was done to my home?
When a home has had repair or renovation work, a lot of dust scatters everywhere. It can settle on any surface or shelf, and can even spread to areas distant from the working area and just sit there. If any post-renovation and/or repair work is not cleaned prior to your scheduled visit, we can do it for you but you must notify us in advance so we may allocate the additional cleaning time to our schedule. This additional cleaning time will result in an extra charge that will be added to the cost of your regular cleaning. It will be based on the level of cleaning depending on if it will require us to dust or damp wipe furniture, appliances, tables, chairs, knick knacks, etc. Also, please note that we only clean the interior of the home and not any exterior areas nor do we remove any excessive glue, plaster and/or paint stains. Please allow two visits for the cleaning if not finished on the first.
What about warmer temperatures during the summer?
During the summer, warmer temperatures can heat up our homes. Manual labor in homes where an air conditioner is not running is not only difficult but the heat and humidity result in it taking longer to clean a home. Our policy on the day of service is for air conditioning to be on and set to a temperature of 72°. Cooler temperatures are even more appreciated. If you like, our employees to adjust the temperature or turn it off before leaving as long as a note is left on the kitchen counter. If the air conditioner(s) are not running on hot/humid day a surcharge will apply.
What about rubbish and recyclables?
When we have finished cleaning your home we are ready to take the rubbish and recyclables with us. However, due to safety concerns it will be limited to one tied bin bag of each We do not handle tied or untied bundles of corrugated boxes, flattened or otherwise.
What if power, elevators or water are shut off?
Please email or call to let us know if there is no water, power to your building affecting elevators, or to your home on the day of service. We cannot do our job effectively without electrical power or running water. In the event they may be shut off while we are in your home, we will do our best to finish what we can. Please note that regular charges will apply. If we have to wait longer then five minutes for an elevator when arriving and/or leaving you will be invoiced at the rate of $55.00 per hour/per cleaner with a maximum wait time of 30 minutes.
What about cleaning supplies and tools?
You are required to provide all cleaning products, which we recommend be eco-friendly. The exception to that would be a product containing bleach when cleaning the bathroom or kitchen depending on the condition of area being cleaned. Other tools including mop, broom, swiffer dusters and toilet brush as well. (Click here for list of products recommended).
What about vacuum cleaners?
You are also required to provide your own vacuum, mop, broom and toilet brush. Doing so will prevent outside germs and foreign matter from being brought into your home. Regarding vacuum cleaners, it is very important for you to keep it well maintained. If it is not working well it will hamper our ability to clean your home. Canisters are by far the most versatile design because they offer outstanding performance on carpet and smooth floors as well as above-the-floor surfaces. Please make sure the bag is not full (or dust compartment is empty if bagless) before each scheduled service. It is your responsibility to have replacement bags necessary in the event it needs to be changed during a cleaning if full.
What if my cleaning falls on a holiday?
Just like you, our employees have families and lives away from work so we are closed on national holidays and weekends. Should a scheduled service visit fall on a holiday, we will contact you no less than two (2) weeks in advance to let you know. If we have another available time we will offer it to you. Regardless of whether we have another available time or not, all scheduled service visits missed due to a holiday will be treated as a skipped cleaning and subject to a gap fee.
Why must I pay a fee or have a non-refundable deposit when changes are made to my schedule or initial cleaning?
Clean Home Clear Mind must be compensated for the direct and indirect costs of lost opportunity, increased clerical, administration, travel and labor costs associated by schedule changes. Some fees can be avoided while others can not. A more advanced notice gives us the opportunity to fill any gaps and make any scheduling adjustments necessary to provide the company and it's employees a more stable work environment and stable income. Our cleaning professionals are paid for cancellations regardless so we trust you will understand the necessity for any fee you may incur.
Must I enter into a service contract?
The short answer is no, just agree to our terms of service. However, since the rate for the initial cleaning is discounted we anticipate coming back on a recurring basis to continue cleaning your home for an indefinite period of time. We offer amazing customer support and are people of integrity that can be trusted that you'll love doing business with. Great service and communication via telephone, email or text messaging is what we're all about. You are under no obligation to continue our services and may cancel at any time. However, if you decide to cancel service completely you are required to give us a minimum two (2) week notice prior to your next scheduled service. Failure to do so will result in being charged a fee equal to the full price of one cleaning. Clean Home Clear Mind also reserves the right to cancel your service at any time subject to a minimum two (2) week notice.
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