Terms and Conditions
HOW OUR RATES ARE CALCULATED
Our quotes are calculated based on the information provided to us by the client, such as sqft, areas that need to be cleaned, etc. We charge hourly rates, therefore based on the condition of the property, the clean could take more or less time than the initial quote. You will only be billed for the number of hours the cleaner/s are at clean working efficiently. Our hourly rates are non-negotiable.
We are a Professional and Legal Cleaning Service that complies with all Minnesota Labor Laws and Legal Business Operations. This includes Worker’s Compensation, Payroll Taxes, Liability Insurance, Bonded, and OSHA Compliant. We also run national background checks on all of our employees.
Gratuity is not required but always appreciated for a job well done. It is a powerful way to say thank you to your cleaner/s. Even a personal note from you expressing your appreciation for their service means a lot!
If you are happy with your cleaning and choose to leave gratuity, please leave tip at your home on cleaning day or you have the option to add a tip to the invoice when you pay your invoice electronically.
HEALTH AND SAFETY
Due to health and safety reasons, we are unable to clean up mold, human, pest (flea and rodent infestations, etc.) or pet waste and bodily fluids. We can recommend a company that is equipped to handle these situations. If we come into a home that requires this type of cleaning we will skip the affected rooms and discount the client accordingly, if needed. We do ask to be informed beforehand if this may be an issue.
We do not climb higher than a 3-step ladder. We do use extension poles for higher items that need dusting and removing cobwebs (height restrictions apply).
We understand that life happens. Things come up that you may not be able to plan for. For this reason, we have established a policy that allows for some wiggle room.
We require 2 business day (48 hour) notice to cancel an appointment without penalty. If you must cancel/reschedule within 48 hours of your scheduled clean there will be a $40 cancellation fee. If canceled within 24 hours the cancellation fee is $60.
There will be a 50% cancellation fee for the second occurrence.
If this happens a third time, you will be charged for the full price of your scheduled cleaning.
This also applies to LOCKOUTS, meaning that we are not able to access your home on the scheduled day.
We strongly recommend that you provide a garage code or lock box on the property to avoid lock outs from happening. That way, there will be no incident of missing hide keys, forgetting to leave the door unlocked, etc.
Schedules are always confirmed via email or push notification (through the Jobber app) 3 days prior to your scheduled clean.
There will generally be one or two Cleaning Techs assigned to your home after the First Time Clean. Please note that, when more than one cleaner is assigned, the quoted time required to complete the job, which was given in labor hours, is reduced. For example, if you were scheduled for a five labor-hour service and two cleaners are assigned, the total in-home cleaning time is two and one-half hours. We strive to have the same staff members clean your home or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, Turnover Cleaning may occasionally provide a replacement cleaning tech.
If, due to the unique nature of your home, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home. We will inform you of additional costs accordingly before proceeding with the work.
ACCESS TO YOUR HOME
We will discuss arrangements of how to access your home before your first service. Clients generally provide a code for a lock box or garage code located at the property alleviates the need to remember to leave out or having to wait around to let us in each visit (this also avoids lock out charges). We are not able to keep a copy of the key as we cannot guarantee the same Tech each visit and do not want the possibility of a key being lost or misplaced.
To ensure quality service for all of our valued clients, Turnover Cleaning cannot specify exact arrival times. Arrival windows allow our cleaning techs to handle all the variables of each day and each home without affecting the promise of quality service we make to you.
Service providers(s) will arrive within the following time frames:
o When we have access to your home, our arrival window will be between 8am and 6pm on the scheduled day.
o When we are meeting someone at the home, we will set a 3 hour arrival window between the hours of 8am and 6pm.
We accept MasterCard, Visa, Discover, American Express credit/debit cards through electronic invoicing. We require a credit card/debit card at the time of booking. This credit card will be stored on file and a hold will be placed on your card the morning of the clean for the estimated total. We do charge per hour and the estimated total is based on a homes average condition. If your home is in better or worse than average condition the total clean could take less or more time than anticipated. You will only be charged for the total labor hours required to complete your clean + and extras you may have added. If your cleaner or cleaning team anticipates the clean to go over the quoted length of time, you will be notified by the cleaner and/or the office staff to find out how to proceed prior to making that call. We do not want any unanticipated invoice surprises. Then after the cleaning is competed, the card on file will be charged for the total amount.
Payments are due upon receipt. If for any reason your card does not go through for the full amount of the invoice, you will be notified to provide an additional card for payment. If payment is not paid in full by within 9 days, on the 10th day, there will be a 5% fee added to the original invoice. This 5% will also be added for every 10 additional days the invoice is outstanding.
GETTING READY FOR THE CLEANING
Don't "clean" before we arrive, but do "pick up/declutter" as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. To avoid possible breakage we will not clean heavily cluttered areas (shelving, countertops, etc).
We suggest that the home be unoccupied during the time of cleaning. This way we can be the most efficient and give the best rate possible. We understand this may not always be possible, but it is our recommendation due to our experiences in the industry.
We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.
It's bound to happen every once in a while. We do our best to prevent it and in the case that an accident happens, effective communication will be made between the cleaner and management and then management with the client.
We will pay up to $100 per broken item, when value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier.
As the owners of Turnover Cleaning, we take responsibility for our employees and their actions. Our policies are designed to help minimize risks. We will personally review any unresolved incident to insure we come to a fair resolution. You are our valued customer and we wish to resolve each incident to your satisfaction.
To ensure the best quality of service, Turnover Cleaning prefers to use Company supplies and equipment. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please contact us prior to your scheduled clean to provide instructions so we can communicate these requests to your cleaner/s.
SINCE cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. We are unable to offer a refund, but Turnover Cleaning will happily re-clean any area that is listed on either our standard, deep, or move in/out cleaning checklist (whichever clean you were scheduled for). Please let us know of any issues or concerns within 24 hours of your cleaning service and we will do our best to make it right.
Turnover Cleaning reserves the right to adjust client rates at any time. You will be notified 30 days prior to any price increases.
Should you wish to hire a present or past Turnover Cleaning staff member for any home and/or business related service outside of your agreement with Turnover Cleaning, our referral fee is $2,500. This fee is due within 30 days of notification from Turnover Cleaning. If the fee is not paid, Turnover Cleaning reserves the right to pursue other methods of collection. Also the cleaning tech/s will be immediately terminated from Turnover Cleaning.
Occasionally we like to take before and after pictures of cleaning jobs. Interior pictures will be for our office reference and/or training. If there are great transformation pictures we sometimes put up on our Facebook page or on our website. These photos will never be linked to your name or address. At NO point will any image include photos of any person living in the home. The photos we take will NEVER be focused on personal property unless it is your personal property that was damaged and the photos are required by our insurance to process a claim. We always respect your right to privacy.
Please do not hesitate to give me a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, I seek your communication on the matter. We never want an issue to go unresolved. Thank you for your business and for allowing us in your home!