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Cancellation & Add on policy 

Our Cancellation Policy

We understand that life emergencies happen and sometimes, it may be unavoidable to have to cancel your cleaning appointment. If you need to cancel your scheduled appointment, we ask you to provide a 24-hour notice for such cancellation. Not doing so will result in a $50 late cancelation charge. If you do not cancel and / or the cleaners are unable to gain access to the property to complete services, this will also result in a $50 fee. Giving us at least 24 hours will allow us to provide enough time for us to notify our team of cleaners assigned to your appointment and will provide enough time for us to be able to use the newly available open spot for future bookings.

Notices may be given in writing by email or SMS (text). Should the Client fail to give a twenty-four (24) hour notice before the appointment to The Cleaning Crew staff via the methods mentioned above,  a cancellation fee of $50 will be applied automatically for said booked appointment.

If you would like to adjust your scheduled appointment. Example: Reschedule (move your cleaning service appointment from one day to a different day. We will do our best to accommodate your request. Simply reach out to The Cleaning Crew staff and together we will do our best to find a time that works for you and our schedule.

We discourage too much shifting of schedules, as a reliable schedule benefits all of us. You, our company, and our teams of cleaners. Keeping a consistent schedule helps cleaners maintain consistent hours and income. This consistency helps us keep the most professional and committed cleaners on staff.

 

Our Rescheduling Policy

Our goal at The Cleaning Crew is to provide the highest quality services promptly. In order to do promptly so, we need to implement an appointment rescheduling policy to enable us to utilize available appointments for our clients. The following fees will be applied: $50 will be charged if rescheduled 5-6 hours before the cleaning appointment, while 20% of the total cleaning fee should be charged if you reschedule 3-4 hours before the cleaning appointment and 50% of the total cleaning fee if the rescheduling request is done 1-2 hours before the appointment.

Our Refund Policy

Please understand that The Cleaning Crew DOES NOT issue any refunds. We believe in fairly resolving the inconvenience that will benefit both, our cleaners, and our clients. In the unfortunate event that you are not satisfied with our services. We will make every effort to resolve said issue. We will re-clean the missed areas to make everything right. Your satisfaction is our priority.

An investigation will be initiated, asking you to provide photo evidence of the area or areas that our cleaners have missed. At the same time, we will contact our cleaners to communicate the issue. Once we have established the claim is valid, we will rectify the problem by going back to re-clean the area or areas where the issue emerged.

Valid Claims/Invalid Claims

Valid Claims

A valid claim is considered when anyone is paying for additional services and said services did not get accomplished.

 

Example:

Fridge & Freezer was added as an extra service, and they did not get cleaned

Inside cabinets were added as an extra service, and they did not get cleaned

The inside Oven was added as an extra service, and it did not get cleaned

Additional Services are as follows:

Inside Oven, Inside Cabinets (Empty) Inside Fridge & Freezer (Empty) Doors, Baseboards, Ceiling Fans, Windows, (Inside Only, Outside Only, Inside and Outside) Walls, Hand Washed Dished, Laundry (Wash Only, Wash and Dry, Wash Dry and Fold)

Please refer to the specific cleaning checklist for additional information on your service. 

We ask each team to verify with our clients (if someone is present at home) to ensure that everything has been done properly before leaving the premises. We ask our customers (if someone is present at home) to perform an inspection of the house to ensure everything has been accomplished to their standards. We strongly recommend our customers make the effort to do so. We appreciate your business and look forward to becoming part of your family and cleaning your home soon.  

Invalid Claims

Invalid Claims would be cleaners missing minor or minute details on specific areas. Our team of cleaners works extremely hard to clean all areas of homes and sometimes can be almost impossible not to miss minute details, especially on tight corners of the house. Another factor that aids said issues include people walking in and out of the house after certain areas have been cleaned, or leaving doors or windows open. This can cause for dust or dirt particles to re-enter the home after it has been cleaned. This would be considered an Invalid Claim, if you give us the opportunity, we will do our best on our next appointment and will make sure to pay extra attention to certain areas. Please understand that homes take multiple visits to bring the home back to standards, and with every visit, you will see a huge difference from the first appointment to regular basis maintenance cleaning service. We appreciate your business and look forward to becoming part of your family and cleaning your home soon. 

Warmest regards, 

Customer Support Team

The Cleaning Crew 

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