Our lawyers made us do this…
Time to do the “responsibles.” You agree to our Terms of Our Service by hiring us.
100% Happiness Guarantee
Yes, our cleaning by numbers approach leads to a service that is as darn near perfect as one can get. But, there is the occasional mistake. In such a rare instance, let us know within 24 hours and we’ll return within 1 day to fix the issue and make you happy!
We carry a $2,000,000 liability insurance policy and all our staff are fully bonded, which means they have passed an exhaustive background check (drug testing, criminal background, driving, psychological testing).
Admit it. Did you think you’d read about tax reporting here? We just want you to know that because all Cleaning Concepts team members are full-time W-2 employees, we pay social security on all income taxes. In other words, we’re responsible citizens.
We are happy to disarm and rearm your alarm system to the best of our ability. Because we’re not security system experts, we aren’t responsible for issues related to the alarm system, and you agree to release Cleaning Concepts from any liability.
Our team loves your pets, but they will have to maintain their health and safety. If there is feces in your home, they will not pick it up or clean the surrounding area. The price of your cleaning will be adjusted accordingly. Speaking of surprises, please let us know in advance if your pets will be out-and-about inside the house, so our team can be ready to prevent your pets from escaping. Even though they’re trained to close doors immediately upon entering and exiting, a little heads-up still helps. Please provide a bigger heads-up if your pet requires special considerations or instructions. For example, they cannot be in your bedroom, your cat cannot be around plastic without eating it, or your dog relieves itself due to overexcitement. You get the gist. Cleaning Concepts is not responsible for any damages or liability resulting from your pet’s behavior. As you’d expect, given our policy regarding feces, Cleaning Concepts won’t empty litter boxes, though we will sweep around them if you leave us a broom (we can’t use our own supplies). Feces isn’t the only material we won’t pick up. In the continued spirit of keeping our team safe, they won’t clean any bio-hazardous material (urine, blood, bodily fluids, mold, etc.)
A Little Preparation Before We Arrive
Cleaning Concepts’ cleaning-by-numbers approach provides you with the best cleaning possible in as little time as possible. Our “secret sauce” works best for you when the team cleaning your home doesn’t have to also perform routine housekeeping. Before we arrive, please ensure our team has easy access to the surface areas to be cleaned. If you’d like them to perform the routine housekeeping, please call our office in advance so we can plan and charge you accordingly.
Easy Access Throughout Your Home
Our cleaning-by-numbers flow requires easy access to all areas of the home, so we can work in the order that is most effective and efficient. If there will be areas of the home we cannot easily access in our desired order (e.g., household members occupying a room), please call our office ahead of time so we can accommodate you and add on the necessary 15-minute increments to your service (and charge you accordingly).
If, for any reason, Cleaning Concepts cannot complete your cleaning, we reserve the right to charge you the full cost of the service. Here are some reasons we’d not be able to complete your service:
Pests including roaches, fleas, rats, mice, and bedbugs
Hazardous conditions including needles, illegal drugs, and biohazardous material
Significantly impeded access to clean due to the hoarding of physical objects
In these instances, we’ll notify you and will provide visual evidence of the reasons we cannot clean.
A Condition Scale is a system that allows us to accurately estimate the time and cost required for your service. It’s important that you assess your home’s condition accurately to prevent any unexpected costs or rescheduling of your service. If our team finds the actual condition of your home to not match what you provided, they may not be able to complete the cleaning in one service. In that case, Cleaning Concepts will either revise the estimate based on the actual condition and areas we were able to clean or schedule a follow-up service to complete the job. If a follow-up service is scheduled, you will be charged for cleaning the entire house, not just the remaining areas (once again, this is because our cleaning-by-numbers process is based on cleaning each area of the house in a specific order and cannot be adjusted for one-off areas). The decision to revise the estimate or schedule a follow-up service will be at Cleaning Concepts’ discretion. If the estimate is revised, you will be charged for the revised estimate.
We are open Monday – Friday, from 8AM – 5PM. We are unavailable to clean on New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas. Those are paid holidays for our team members so they can enjoy time off with their loved ones.
Our team brings their own products and supplies. We are not able to use yours. Additionally, we cannot clean homes that have fumes from recent work to your home (e.g., paint, varnish, sealants, solvents, etc.). We also cannot vacuum any powdered substances with our vacuum. However, we will gladly sweep it for you when you leave a broom by the front door.
We will dust your home like a BOSS with our specialized and efficient tools and techniques. However, some dust may become airborne and not settle until after we’re gone. This is common with initial cleanings. It may take several visits before the amount of dust is reduced. Hand-dusting small items (knick-knacks, collectables, picture frames) can lead to inefficiency, and thus, more time spent at your home cleaning. We will hand dust up to six items on shelves or flat surfaces. If there are more than that, we will dust the items where they sit and their surrounding areas. Also, if our team cannot dust items on shelves or hung on walls from a 2-step ladder, they will not be dusted. Our extension poles allow us to dust high areas, but we won’t dust items that are at risk of tipping over or breaking.
We do not offer wholesale interior window glass cleaning. In order to clean windows efficiently, exterior window washing should be cleaned at the same time as window interior glass. We work with several reputable window cleaners that will give you VIP priority service as a client of Cleaning Concepts. Of course, we will spot clean any areas as needed on window glass and include sliding glass door glass and storm door glass inside and out. Additionally we always include window sills as part of our dusting.
Showers and Tubs
We are amazing at cleaning your home. But, we’re not a restoration company. Unless it can be removed with good ol’ fashioned elbow grease and a non-toxic cleaning agent, we won’t do lime or calcium removal (that usually requires a toxic acid remover). We DO remove soap scum. We also do our best to remove mold and mildew. Our cleaning products and techniques will minimize surface stains, but completely removing them may require re-grouting or re-caulking.
In general, showers and bathrooms with tile and grout may periodically require a tile restoration or steam cleaning. If you have a lot of tile, you may benefit from this service. Call our office for a recommendation. Of course, as part of your regular service, we’ll always clean and disinfect the tile along with the other bathroom surfaces.
DAMAGE OR BREAKAGE
Our technicians are mindful to treat your property with the same care that you do. In the unlikely event of breakage or damage, our liability insurance will cover the cost. We are not liable for damage from “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:
Carpet & Rug Snags: “Exposed loops” are the result of normal wear and tear and moving furniture. While our top-of-the-line HEPA vacuums limit snagging these “exposed loops”, it won’t eliminate them completely.
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.
Cleaning Refrigerators: Any time your refrigerator drawers and shelves are cleaned, their already brittle structure is weakened. If you have “gunk” in your fridge, the additional “elbow grease” to clean it means a greater risk of breaking the drawers and shelves. If there is a build-up in your refrigerator, we are not responsible for any cracking or splitting from cleaning it.
Broken Blinds: Over time, blinds become brittle from daily exposure to the sun, and strings/chords will weaken resulting in breaks. Because of this, we cannot be responsible for broken blinds or strings/chords.
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:
Because these items are expensive or impossible to replace, we won’t risk cleaning them. Please notify us BEFORE your first cleaning if you have any such items, or store them away. And, if you buy any after being a Cleaning Concepts customer, let us know so we can ensure not to clean that item.
Holiday Ornaments, Holiday Decorations, Christmas Stockings, etc.: We recommend removing items that are only placed out for holidays during cleaning. These items can be difficult to clean around and may fall if they are only temporarily affixed. We are not responsible for any damage to these items unless they are present year-round and we are aware of them before cleaning. We are also not responsible for any hanging items such as lights around a fireplace or window.
Plumbing Fixtures: Please notify us ahead of time if you have faulty plumbing, faucets or related fixtures. Additionally, if you have a dripping faucet or fixture, loose glass shower doors, please notify us before we clean the area for our technician's safety . We will not be held liable for any damage to plumbing fixtures as fixtures wear out due to normal wear and tear.
Wine, Champagne, and Other Glassware; Dishes & Crystal Bowls: Please clear your countertops on the day of your cleaning. We are not responsible for breakage of any items as we remove them from counters to clean. Please note fragile stemware should always be put safely away to avoid any accidents.
Glass Objects in Shower: Please remove any glass objects from the shower / bathtub before we clean. Glass objects are unsafe to use in these areas and pose a risk to our team and your objects. We are not 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 there is too much risk of breakage or injury.
- Glass Objects in Home: We kindly ask you to remove any items that may pose a risk of breaking during cleaning. If you have glass furniture or large art pieces, please let us know ahead of time so we can take extra care with them. Unfortunately, we won't be held responsible for any damage to glass objects valued over $300. We value the safety of our technicians, and in case you have glass items that we had requested to remove or not given notice about in writing, we will have to terminate the service if it poses too much risk of 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).
PAYMENT FOR SERVICES
Payment is due when services are rendered. We take credit card information at the time of the booking and your first cleaning will be charged at the time of booking. By giving us your credit card details, you expressly authorize Cleaning Concepts 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 are our only accepted method of payment. We do not charge you anything to process a credit card — we consider them 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% Happiness Guarantee.
CLEANING ARRIVAL TIMES
Our teams clean from 7:30AM to 5PM — occasionally, we may need to stay past 5PM to complete your cleaning. While we can’t guarantee an exact arrival time, you can log into our client portal to book an arrival window: 8am-12pm, 10am-2pm, or 12pm-4pm. We highly recommend sticking with an “any time” window and giving Cleaning Concepts access to your home for two reasons. First, you’re more likely to get the same team for every cleaning by not having a preferred arrival window. Second, it reduces the carbon footprint because we can plan the most efficient routes for our team based on the other clients we’ll visit that day. Whether you choose an arrival window or “any time,” we’ll text you 30 minutes before we arrive to let you know we’re on the way. We do guarantee your day of service and will not change your service date without your prior approval unless due to inclement weather.
See the “SAFE AND FREE HOME ACCESS FOR MORE CONVENIENCE” section for details on giving Cleaning Concepts access to your home.
(note: they’re better off without an arrival window and give a key/lockbox, they’re more likely to get the same team, it’s less gas (environmentally friendly - reduce carbon footprint). Encourage any “any time” arrival window - they’ll still get a 30-minute on my way text…)
TERMINATION/PAUSE OF CLEANING(S)
Your Cleaning Concepts rate per service is based on your recurring plan. The more frequently we clean your home, the lower the cost per visit. If you need to skip one or more recurring visits, your rate for the next visit will match the appropriate frequency. For example, if you’re on a bi-weekly schedule and need to skip one visit, your next visit will be at the monthly rate before returning to your recurring bi-weekly rate.
Regarding the above policies, your recurring service means that time is blocked for you. Last-minute skips and terminations mean we may not be able to fill the vacancy, which impacts the pay of our technicians. Our policies aren’t intended to be punitive, but preventative and protective of our business and team.
YOUR RECURRING SERVICE RATE GUARANTEE
Your recurring service rate is guaranteed to not increase more than 10% during any one year period. If there is an increase, it will NOT occur before six months from your membership start date.
SAFE AND FREE HOME ACCESS FOR MORE CONVENIENCE
You are responsible to provide Cleaning Concepts with access to your home. If we are unable to enter your home, you may be charged the full cost of the estimated service. The best way to prevent this is to sign up for a Cleaning Concepts lockbox FOR FREE. We will store your keys with a numbered key tag in a lockbox at our office, which technicians sign out and sign in on days they clean your home. Additionally, we carry lost key insurance. If Cleaning Concepts accidentally loses your key, we’ll pay for a new lock installation at your home.
Note that our technicians do not enter a home if it has been left unlocked to protect themselves from a possible intruder.
QUALITY CONTROL AND INSPECTIONS
AUDITS AND INSPECTIONS
Cleaning Concepts randomly inspects and audits our teams to ensure our promises are delivered. The inspector may inspect during or after the cleaning.
YOUR VOICE MATTERS
After each visit, you receive a text or an email (and opportunity!) to rate your crew 1 thru 5 SMILES and give them praise and constructive feedback. It takes less time than rating and tipping your Uber driver. As a recurring service client, you receive a preferred rate. Not completing the survey could result in a rate increase. This is not meant to be punitive, but to incentivize. As a result of completing these check-ins, you ensure that the team cleaning your home corrects any opportunities to improve and grow and that you are getting the level of service you’re paying for (and then some!). It also contributes to our technicians' pay and our commitment to growing a positive culture for them, which ensures happy people show up to clean your home.
PICTURES OF BEFORE AND AFTER WORK
Cleaning Concepts Quality Inspection for first-time and one-time customers includes before-and-after photos. We use this for training, proof of our performance, and promotion of our work. If you don’t want pictures taken of our work in your home, please notify us.
SAFE WORKING ENVIRONMENT
During hotter months, many of our customers turn off the air conditioning when they’re not home. On your cleaning days, please set your thermostat to NO HIGHER than 72 degrees to prevent our technicians from overheating. If they arrive at your home and the temperature is unsafe, they will adjust the thermostat accordingly and set it back before they leave. Ideally, we prefer you to run your air conditioning on your scheduled days because it can take several hours for a home to cool to safe levels. During colder months, we request the temperature to be set between 60 and 72 degrees.
NON‐SOLICITATION OF CLEANING CONCEPTS EMPLOYEES
When hiring Cleaning Concepts, you agree not to solicit for hire any Cleaning Concepts employees for home-related services. Our people are our biggest financial and time investment, and our most valuable asset. Without them, Cleaning Concepts would not be able to provide you with St. Louis’ best service and our team members with St. Louis’ best company culture. Each of our team members agrees not to provide any past or current clients with home-related services outside of Cleaning Concepts for a period of 24 months. Every Cleaning Concepts employee has signed a non-compete agreement that outlines these terms.
If you would like to privately employ one of our amazing technicians, please contact Connie Boatwright at 888-781-MAID or Connie@CleaningConcepts.com Note that our referral/training fee is $3,500 per team member. Payment is due within 30 days from the invoice date.
Cleaning Concepts is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.