Klean Up Pros in Hickory, NC wants to share with you our cleaning policies and procedures to set your expectations. These have been created to ensure that we’re providing the level of quality that our cleaning services are known for while ensuring your safety as well as of our employees. We hope that you’ll take the time to read our cleaning policies.
When employees arrive at your home:
We request that you cancel your cleaning appointment if you or a family member are sick, experiencing flu-like symptoms, or have tested positive for the flu or coronavirus. We will waive all cancellation fees related to you or your family members being sick.
Thank you very much for your patience as we all learn how to safely return to a new “normal.” We sincerely appreciate your business and very much look forward to seeing you again soon.
We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) we want to free you from having to keep track of what we need before your scheduled cleaning day. If you would like us to use your cleaning product, we ask that you call the office for pre-approval. Due to OSHA regulations, we are required to have Safety Data Sheets for all chemicals our cleaning crew uses.
Our cleaning crew comes with a 2-step ladder. We are unable to use the client’s ladders or climb higher than two steps. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.
We do offer slat-by-slat blind cleaning. Blinds must be at least 2". We do not service mini blinds. Blinds may need to be vacuumed before they are wiped. This will require additional time. Please allow for some dust resettlement after we leave. We try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage, and/or are not installed properly.
We will move “light” furniture, but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.
Your pets are members of your family, and we respect that. However, if your pet is afraid of vacuums, is territorial or overly friendly, and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our cleaning crew is not trained to clean pet excrement. This includes cleaning litter boxes and dog kennels.
For our protection and yours, if you have firearms, we ask that they all be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
If your home has a security system, please inform us how you want us to handle it. The security and safety of your home are a major concern at Klean Up Pros, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by the office.
Please note that it is not necessary for you to have to disarm your alarm systems on the day of our cleaning. If you contact your alarm company, they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our cleaning crew is trained on how to disarm and re-arm alarms.
The safety of our employees is extremely important. To decrease the risk of injury to employees, we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine, or excrement. If an employee feels that their personal safety is in danger, the employee must leave the job site, and the client is still responsible for the full cost of the job.
Most of our clients provide us with keys to their homes. Rest assured, we take the utmost care in protecting both your key and your home. Keys are number-coded and have no names or street addresses attached to them. All keys are immediately returned upon cessation of service.
If you decide not to issue a key to Klean Up Pros, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaning crew to gain access to your home. In this case, you release Klean Up Pros of any liability that may arise from damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.
Our staff members are part-time employees and not “independent contractors.” All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you.
It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused. Every effort is made to work safely and cautiously, and we cannot assume liability for injury to others. We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).
We accept Visa, Mastercard, and cash. Payment is due the day of your cleaning. We require a credit card to be on file. We will charge your credit card on the day of service unless you pay cash before the cleaning crew(s) leave your home. We do not invoice. If you pay by credit card and payment is not authorized, we will charge $10 per invoice. In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to our collection agency.
Hourly fees are billed by labor hour, e.g., one cleaner for one hour = one labor hour; two cleaners for one hour = two labor hours. We reserve the right to adjust our rates and policies at any time. State law requires us to collect sales tax and this is in addition to our fees. Tips are always appreciated, but not required. Feel free to add your tip to your payment or leave cash in a marked envelope.
When we schedule your appointment, we reserve a day and time for you and you alone. Our cleaning crew depends on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income, and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:
We require cancelations to be communicated to us 48 hours (2 full working days) in advance to avoid charges. We have held your spot and turned down business so as not to interrupt your service. Cancelations communicated less than 48hrs (2 full working days) prior to appointment, but more than 24 hours (1 full working day) will be charged $35 per scheduled cleaner. Cancelations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning.
Lock Out/Turned Away Fee
If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.
Skipped or Missed Cleaning Visits
Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings, and monthly cleanings rates are for monthly cleanings. If you skip a cleaning, you will be charged the rate for the next frequency of service if it takes additional time to complete your cleaning.
Notify the Office
All cancellations must be made by phoning the office.
By using our services, you agree not to solicit or hire any staff member introduced to you by Klean Up Pros for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $3,000.
Accidents do happen. If we are responsible for any damage to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace, or pay for any items that we have damaged.
We will not assume liability for pre-existing damage, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumbtacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by the homeowner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Klean Up Pros from all liability arising out of cleaning these item(s). The client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Klean Up Pros may have caused the need for repair or replacement.
The longer we live in our homes, the more wear and tear builds up in them. Baseboards, the bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.
Our office is closed and there will be no cleanings scheduled on the following holidays:
Our hours of operation are from 7:45 AM to 5:00 PM. Our cleaning crew will arrive at our first house between 8:15 AM and 8:45 AM, and the last house by 3:00 PM. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 2-hour window of our estimated arrival time if you call the office the day before your cleaning. Please allow us the flexibility of scheduling our arrival between 8:30 AM and 3:00 PM. We will strive to meet your requested arrival time, but we cannot guarantee it.
If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason, a cancellation fee will be charged (see Cancellation Policy).
If you’re ready to have your property cleaned by our experts at Klean Up Pros, feel free to give us a call or send us an email. With us, you can rest easy knowing that your home or business will be at its cleanest. Our friendly staff members are more than happy to attend to your needs. Contact our cleaning business today! We look forward to being of service to you soon!