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

Our regular business days are Monday through Friday, from 8:00 am to 5:00 pm. Messages and calls received outside of these hours, including weekends, will be addressed on the next business day. In case of emergencies, please email us at info@familycleanerct.com, using the subject: URGENT. We will do our best to promptly respond to your needs.

First Deep Cleaning

  • For our first visit, we recommend a deep cleaning to ensure your office is thoroughly cleaned and prepared for future maintenance cleanings. This service is ideal for spaces that haven’t had a professional cleaning recently or require extra attention. Deep cleaning focuses on every detail to restore your office to a pristine condition.

Access Codes & Keys

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

Pricing & Increases

  • We aim to keep our pricing transparent and fair. Clients will be notified in advance of any price changes. Family Cleaners reserves the right to adjust pricing when necessary.

Deposit Policy - 1st Cleaning

  • To secure your first cleaning date and time, a 50% deposit will be deducted from the total cleaning cost. The deposit is non-refundable in case of appointment cancellation. For ongoing services, payments are due on the day of service. A credit card must be on file to process payments before each cleaning.

Payment Policy

  • For all commercial cleaning services, payment is due in full on the first business day of each month. No exceptions will be made to this requirement.
  • We kindly request the cooperation of all clients to ensure timely payments, which allows us to maintain the quality and consistency of our services.

Cancellation Policy

  • We kindly ask for at least 48 hours’ notice for any reschedule or cancellation. This is why our system sends you an email reminder 48 hours before your scheduled cleaning — so you have time to make any necessary adjustments.
  • If a reschedule or cancellation is made within 24 hours of the appointment, a fee of 50% of the cleaning cost will apply. If the 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 that your office cleaning will be every fifteen days, the office will need to be cleaned twice a month. It’s not a problem if you need to occasionally change one of the cleaning days, but we’ll need to reschedule within 7 days to ensure that the price for your office cleaning remains unchanged.
  • If a biweekly cleaning is skipped, the service will then be considered monthly, and it will take longer to complete (the same rule applies for weekly service — it must be four times per month). For monthly office cleanings, we will schedule every 4 weeks (not guaranteeing the exact same day and time, only the week, depending on what is agreed).
  • Skipping an appointment will result in a fee of $15 for weekly office cleanings, $25 for biweekly office cleanings, and $50 for monthly office cleanings.

Preparing for Cleaning

  • For an efficient service, please ensure that desks, shelves, and floors are clear of personal items. This allows our technicians to focus on cleaning, not organizing. We request that trash and recyclables be placed in designated bins, and sensitive documents are properly stored.

Office Cleaning Supplies

We kindly request the following items to be available in the office:

  • Paper towels
  • Garbage bags
  • Hand soap (for the bathrooms)
  • Toilet paper

We provide all other cleaning materials, including industrial vacuum cleaners, mops, and disinfectants.

Valuables

  • If there are items in the office that are fragile, valuable, or of high importance, please inform us beforehand. We will ensure extra care is taken around these items. The maximum liability for damage to such items is $100.

Cleaning Times

  • Our cleaning team works on a flat-rate basis, ensuring efficient and thorough service. Even if the cleaning takes less time than expected, the agreed price will remain 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’ll also receive an invoice for the service, which will be due on the day of cleaning. Please ensure the office has internet access, as our system relies on a connection for communication updates.

Additional Services

Please notify us in advance if you require additional services. These may 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

Please contact us for any other services you may need.

Special Considerations

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

Service Exclusions

We do not provide the following services as part of our office cleaning:

  • Lifting or moving heavy furniture or machines
  • Cleaning biohazard materials
  • High window cleaning
  • Cleaning extreme clutter
  • Attic or garage cleaning (if applicable)

Team Safety

  • For the safety of our team, we use only two-step ladders for tasks. Please inform us of any hard-to-reach areas so we can discuss alternative arrangements.

Pest Infestation Policy

  • To ensure the safety of our team, we kindly ask that clients inform us in advance if the property has had any history of pest infestations (including, but not limited to, bed bugs, fleas, or cockroaches).
  • In such cases, we can only provide cleaning services if the place has been fully treated by a licensed pest control company and there is confirmation that the infestation has been completely resolved. Additionally, cleanings can only be scheduled at least 48 hours after the extermination to ensure a safe environment for our team.
  • In the event that our team is exposed to an active infestation during a cleaning—especially without prior notice—and this results in bites, health issues, or contamination of uniforms, materials, or company vehicles, the client will be held responsible for 100% of the resulting costs. This may include reimbursement for discarded uniforms, medications for affected cleaners, pest treatment for the company vehicle, and replacement of any contaminated work equipment.
  • Our priority is to maintain a safe and healthy environment for both our clients and our staff. We appreciate your understanding and cooperation.

Sick Policy

  • If anyone in the office is unwell with a contagious illness, we ask that you reschedule your cleaning to avoid spreading germs. Cleanings can be rescheduled within the same week without an additional charge.

Payment Policy

  • Payment is due on the day of service. We require a card on file and will process payment in the morning prior to cleaning. If the payment method is declined, the service may be postponed, and a cancellation fee may apply.

Instagram & Facebook

  • We occasionally post anonymous photos and videos of our work on social media. If you prefer not to have your office included in any posts, please let us know in advance.

Tipping

  • While tipping is not required, it is always appreciated. Our technicians work hard to ensure your office is clean and welcoming. Tips can be provided directly or through our office.

Feedback

  • Your feedback is essential for us to maintain high-quality service. Please let us know how we’re doing so we can continue to meet your expectations.

Refer a Friend

  • Refer our cleaning services to another business, and you will receive a $100 VISA gift card after they complete their first cleaning.

THANK YOU FOR CHOOSING FAMILY CLEANERS!