Customer Guidelines - Commercial

Welcome to Family Cleaners!

Thank you for choosing Family Cleaners for your office cleaning needs!

 

Below are the guidelines we ask our clients to follow. These guidelines have been put in place to provide a safe environment for our employees and establish clear expectations with our clients so that we can continue to make your office space shine.

 

Please review and sign before your first cleaning, and don’t hesitate to reach out with any questions!

Work Hours

  • Business days: Monday through Friday, 8:00 am to 5:00 pm
  • Messages and calls outside of these hours, including weekends, will be addressed on the next business day.
  • Emergencies: Email info@familycleanerct.com with subject line URGENT. We will do our best to respond promptly.

First Deep Cleaning

  • On our first visit, we recommend a deep cleaning to ensure your office is thoroughly cleaned and prepared for future maintenance.
  • This service is ideal for offices without recent professional cleaning or those that require extra attention.
  • Deep cleaning focuses on every detail to restore your office to pristine condition.

Alarm Systems & Keys

  • If your office uses an alarm system, please provide the necessary access codes.
  • If keys are required, please arrange to provide them before the scheduled service.
  • If we cannot access the office at the scheduled day and time, a 100% fee of the cleaning service will be charged.

Price Increase

  • Clients are informed in advance of any price increases.
  • Family Cleaners Services reserves the right to adjust pricing at any time if necessary.
  • The pricing table is reviewed and updated once a year.

Requirement Deposit (First Cleaning Only)

  • To secure your preferred date and time, a 50% deposit of the total amount is required at the time of quote approval.
  • This deposit will be subtracted from the final balance.
  • Important: This reservation fee is non-refundable in case of cancellation.

Deposit Policy

  • Once the deposit for your cleaning service has been paid, you have 30 days to schedule your cleaning.
  • After this period, the deposit becomes non-refundable.
  • If you wish to book a cleaning after 30 days, a new deposit will be required.
  • Exceptions may be made in special circumstances, but they must be communicated and agreed upon in advance.

Payment Policy

  • For all commercial cleaning services, payment is due in full on the first business day of each month. No exceptions.
  • At the time of signing the contract, the full payment for the services scheduled from the 1st through the last business day of that month must be made in advance.
  • If the contract is signed mid-month, the payment for the remaining cleanings of that month will be due immediately. From the following month, full payment must be made on the first business day of the month.
  • Clients must cooperate with timely payments, allowing us to maintain quality and consistency of our services.

Payment requirements:

  • Card on file: All clients must have a valid card securely stored in our system.
  • Declined payments: If a card is declined, payment info must be updated before services can be performed.
  • Taxes & fees: Payments are subject to a 6.35% CT sales tax + 3% card processing fee (for card payments).
  • Late fees: A $10 per day late fee applies until the balance is settled if payment is not made by the due date.

By signing the agreement, the client acknowledges and agrees to comply fully with this policy.

Cancellations

  • We ask for at least 48 hours’ notice for any reschedule or cancellation.
  • Our system sends an email reminder 48 hours before your scheduled cleaning to give you time for adjustments.
  • If a reschedule or cancellation is made within 24 hours, a 50% fee of the cleaning cost will apply.
  • If a cleaning is canceled with less than 24 hours’ notice or on the same day, the full cleaning fee will be charged.

Rescheduling

  • If we agree on biweekly cleaning (every 15 days), your office will be cleaned twice a month.
  • If you need to change one of the cleaning days, it must be rescheduled within 7 days to keep the same price.
  • If a biweekly cleaning is skipped, the service will be considered monthly and will take longer (the same applies for weekly service — 4 cleanings per month).
  • Monthly office cleanings are scheduled every 4 weeks, but day and time are not guaranteed — only the week is fixed.
  • Skipping fees:
  • $15 for weekly office cleanings
  • $25 for biweekly office cleanings
  • $50 for monthly office cleanings

Preparing for Cleaning

  • For efficiency, desks, shelves, and floors should be clear of personal items.
  • Trash and recyclables should be placed in designated bins.
  • Sensitive documents should be properly stored.

Valuables

  • If your office has fragile, valuable, or important items, please inform us beforehand.
  • We will take extra care with these items.
  • The maximum liability for damage is $100.

Office Cleaning Supplies

Clients should provide:

  • Paper towels
  • Garbage bags (big + small, for bathrooms if necessary)
  • Hand soap (for bathrooms)
  • Toilet paper

Family Cleaners provides all other professional cleaning materials: industrial vacuum cleaners, mops, disinfectants, etc.

Cleaning Time (Regular Cleaning)

  • Our team works on a flat-rate basis, ensuring efficient and thorough service.
  • Even if the cleaning takes less time, the agreed price remains the same (unless previously discussed).

Communication

  • You will receive notifications when our team is en route to your office and once the cleaning is completed.
  • You will also receive an invoice due on the day of cleaning.
  • Please ensure the office has internet access, as our system relies on connection for updates.

Additional Services

If you need extra services, please notify us in advance. Options include:

  • Refrigerator cleaning: starting at $40
  • Oven cleaning (if applicable): starting at $30
  • Window sill cleaning: starting at $3
  • Conference room cleaning: price upon request

Contact us for any other service needs.

Special Considerations

  • If your office has undergone renovations or changes that affect cleaning requirements, please let us know.
  • This ensures we can allocate the proper time and resources for the job.

Service Exclusions

The following services are not included:

  • Extreme clutter cleaning
  • High mold / biohazards
  • Lifting items over 25 lbs (e.g., large furniture)
  • Heavy scrubbing of walls
  • Outside window cleaning
  • Animal waste, litter, or insect cleaning
  • Chandeliers
  • Exposed metal air ducts
  • Washing dishes
  • Inside closets and cabinets
  • Attic or garage cleaning (if applicable)

Team Safety

  • For safety, our team uses only two-step ladders for cleaning tasks.
  • This ensures efficient work while minimizing risk.
  • If your office requires cleaning at heights beyond safe reach, please inform us in advance.
  • We will discuss alternatives to meet your needs.

Thank you for your understanding and cooperation in ensuring a safe working environment.

Sick Policy

  • If anyone in your office falls ill with a contagious disease (e.g., COVID-19, pneumonia, chickenpox), please call and reschedule your cleaning.
  • Reschedules within the same week (7 days) of the original appointment will not incur additional charges.
  • While we disinfect thoroughly, germs can still be transported to another location or our team may fall ill.
  • To ensure fairness and safety, we prefer to wait until everyone is well again.
  • If you experience symptoms, please inform us as soon as possible.
  • In these cases, we may accept a 24-hour cancellation notice.
  • Same-day cancellations will result in a lockout fee, as the time has already been reserved and cannot be replaced.

Pest Infestation Policy

  • Clients must inform us in advance if the property has had a pest infestation (e.g., bed bugs, fleas, cockroaches).
  • Cleaning will only be provided if:
  • The property has been fully treated by a licensed pest control company.
  • There is confirmation the infestation has been completely resolved.
  • The cleaning is scheduled at least 48 hours after extermination.
  • If our team is exposed to an active infestation without prior notice, and this causes bites, health issues, or contamination of uniforms, vehicles, or equipment, the client will be held responsible for 100% of resulting costs.
  • This may include: reimbursement for discarded uniforms, medications, pest treatment for company vehicles, and replacement of contaminated equipment.

Family Cleaners Services – Contact

Facebook Instagram

Social Media

  • We may post videos and photos while cleaning, always keeping them anonymous.
  • We ensure that family pictures or identifying details are never shown.
  • If you DO NOT want your office/home posted, please inform us and we will not share any content related to your cleaning.

Tipping

  • Our technicians are proud of their work and trained to give their best in every job.
  • They work hard, and many have been with our company for a long time.
  • Tipping is not necessary but encouraged, as it makes them feel appreciated for their efforts.
  • You can call, message, or fill out the form if you want to add a tip on your card.
  • The tip amount will go entirely to the technician — no cut or deduction from Family Cleaners Management.

Feedback

  • Customer feedback is an essential part of providing a successful cleaning service.
  • Your feedback helps us monitor technician performance and maintain the highest quality service.

Satisfaction Guarantee

  • Our goal: 100% customer satisfaction.
  • If you are not completely satisfied, please call us within 24 hours so we can return and correct our work.
  • No refunds are provided.
  • Refer Family Cleaners to your friends and receive a $100 VISA CARD after they complete their third cleaning with us.
  • Referral Program

Thank you for your business!

Family Cleaners Services