Two Ladies Cleaning, LLC - Policies and Procedures
Staff
We usually send one person, sometimes two. Your cleaner is guaranteed to speak, read, and write fluent English, so you will never experience any communication barriers.
We assign a regular cleaner to your home so that you will have consistent service. Occasionally, due to illness or staff changes, we may need to send a different staff member. We therefore encourage you to communicate your needs to us through email or simply placing a call. All information on the routine of the home is printed out for the staff member when the home is temporarily reassigned. If you have any special routines that need to be brought to the attention of your regular cleaner, please email or call to inform us of the situation.
-We Ask That You:
*Pick up and straighten before we arrive so that we can focus on cleaning. This is the most effective use of your money and our time, and it also eliminates your not being able to find stray objects that we would put away in the wrong place.
*Place fresh linens on the beds if you would like us to strip the sheets and remake the bed.
Our Equipment
We will provide our professional vacuum equipment and general cleaning products for each visit. We also provide Zeps Hardwood Floor Cleaner; safe for all wood floors. But, since opinions vary so greatly, you can simply leave us with your preferred wood floor cleaner.
*Items that are needed for your home's particular needs are called "Particulars” and you will need to provide them. These include any items that we would not need for all homes. We may ask that you leave out the products you have currently been using if our products are not to your liking, especially those of furniture and floors. We do not use industrial strength products as we believe that they are too strong for the home environment. Product requests can be customized for your home with a one week notice. We will be happy to make appropriate recommendations if you so desire.
Payment Policy
It is our policy to request payment at the beginning of service each day unless arrangements were made during the Estimate. After the first cleaning, please leave your cash or personal check made out to Two Ladies Cleaning in a sealed envelope on the kitchen counter the morning of your regular service. Online Payments through your bank are encouraged. If a credit card is necessary, you may also access PayPal through www.TwoLadiesCleaning.com Checks returned from the bank due to Insufficient Funds or otherwise will incur a $30 service fee. Overdue or missed payments are due at your next service or at otherwise negotiated time.
*We reserve the right to turn away any delinquent and contravening clients.
Scheduling, Inclement Weather, and Holidays
The safety of our staff always comes first and foremost. There will come a point in time when weather issues will prevail no matter what our good intentions may be. With winter weather and the occasional storms during all seasons, expect some delays and cancellations.
We DO NOT follow school holidays, although sometimes we may not be available if the schools close. We DO observe major federal holidays, but may be available at our discretion.
-Ice Days
When an ice storm hits overnight, we will be closed that following day. When an ice storm hits at any time during the day, we will close down immediately to allow our staff time to get home safely. Please remember, that although you may be able to get to work, we still may not be able to get to your home. *Please communicate to us if your house or your street is impassable so we do not attempt the impossible. That will allow us time to reach those more accessible*
-Power Outages and Water Cut-offs
Please call the office if you experience a power outage or water cut-off as it is almost impossible to do our job under these conditions. That will allow us time to reach those clients not affected.
As always, if you require Priority scheduling (ex: expecting company), please make sure we are aware of your needs. Yours might be the only house we get to that day!
Lock-outs & Turn-aways
If the cleaning crew arrives to your home and we are not able to clean for any reason, you will be charged a $25 lock out/turn away fee to pay for their gas, mileage, and time they took to get to your home. It is your responsibility to email or call if you need to change an appointment or make alternate key arrangements. Forgetting to communicate a skip in cleaning week, or forgetting to leave a key in a designated hiding place will incur a lock-out fee. Turning the staff away for any reason once they have arrived will incur a turn-away fee.
Cancellations
Cancellations must be made via telephone to 770-572-3635 / 770-328-0464. A one time $25 Cancellation Fee will be assessed for failure to cancel 24 hours prior to scheduled cleaning unless there is an emergency, then fee will be waived. However, we do not charge a rescheduling fee so please call us ahead of time if changes with your cleaning are needed.
*These fees are non-negotiable and will be sought after. You may make arrangements to include it on your next check payment if you are a repeat customer.
Key Arrangements
We prefer you give us a copy of your key. Keys are tagged and kept in a locked drawer in our office. Key arrangements can be made if there is any chance that no one will be home at the time of cleaning. If service is terminated, keys will be returned via mail to your home address on file, unless specified otherwise. We are not responsible for damage to keys or locks due to badly copied keys or locks that are difficult to operate.
Alarms
Please set your alarm to the OFF position on your day of service.
If you request that the staff disengage or engage the security system upon arrival and exiting, you take full responsibility of the outcome of such events should the alarm be triggered and the security company is notified. Please furnish us with emergency cut off codes and your cell phone number which you are guaranteed to answer should this occur.
Even with all precautions taken, accidents will occur; therefore we are not responsible for any fees incurred due to security alarms being left in the armed position on your cleaning day.
Pets
We require that all pets (cats,dogs) be either kenneled up or outside in a fenced area that our employees do not have to cross. We may allow for pets to be in the area if they are known to be docile and not inhibit our service.
*Our cleaners are not required to clean up feces or any type of body fluids from an indoor pet.
OUR Guarantee
Our work is guaranteed 100%. If you have any problems at all, call us within 48 hours, and we will send our team back out and reclean the problem areas at no charge.
Contracts
Two Ladies Cleaning does not require a length of term contract, however we do request that you read and understand our Policies
Privacy Policy
Two Ladies Cleaning is committed to maintaining your confidence and trust, and accordingly maintains the following privacy policy to protect personal information you provide. Physical, electronic and managerial procedures have been employed to safeguard the security and integrity of personal information. Personal information is accessible only by management.
We will not use your personal information other than for the purpose for which it was submitted without your consent.
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