Customer Guidelines - Residential

Welcome to Family Cleaners!

Thank you for choosing Family Cleaners Services!

 

Below are the guidelines we ask our clients to abide by. These guidelines have been put in place in order to provide a safe environment for our employees and set clear expectations with our clients so that we can continue to make your home sparkle for years to come! Please review and sign before your first cleaning and let us know if you have any questions!

Work Hours

  • Our regular business days are Monday through Friday, from 8:00 am to 5:00pm messages and calls received outside of these hours, including weekends, will be addressed on the next business day. For emergency situations, please contact us immediately via email at info@familycleanerct.com, using the subject: URGENT! We are here to assist and promptly respond to your urgent needs.

First Deep Cleaning

  • Our company values quality and dedication, which is why during the first visit to your home, we perform a deep cleaning. This type of cleaning is especially recommended for residences that have not received a professional cleaning for some time or have not met our standard cleaning checklist. Although it takes longer than regular cleanings, this approach focuses on restoring your home to its best condition and preparing it for future regular maintenance cleanings.

Alarm Systems & Keys

  • You don't need to be at home while we are cleaning. If you have an alarm, please ensure to provide us with the access code so we can disarm it upon arrival and arm it again when we leave. We'll also need a house key, if necessary, to access your home for cleaning. We will charge a 100% fee of the scheduled service price if we arrive at your house on the designated cleaning day but are unable to access it to perform the service.

Price Increase

  • Clients are informed in advance of any price increases. Family Cleaners Services reserves the right to increase prices at any time if necessary.

Requirement Deposit (First Cleaning Only)

  • To secure your preferred date and time, after the approved estimate, we will deduct a 50% deposit, which will be subtracted from the final amount. This reservation fee is non-refundable in case of cancellation of your appointment.

Payment 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, and if you wish to book a cleaning after the 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.

Cancellations

  • Stuff is going to happen. At one point or another for whatever reason, one of us is going to need to reschedule our cleaning. Our system will send you an email 48 hours before your cleaning date (excluding Weekends). This will be the best time to reschedule or cancel. Communication is key. Call or text as soon as you know there is a conflict and we’ll do our best to reschedule your cleaning at the next earliest convenience. As long as we have a 48 - hour notice, there will be no charge of 50% of your scheduled job’s price cancellation. We do charge a lockout fee in the same amount as the cleaning scheduled for that date and time if we have a confirmed appointment and can’t get in. If the client cancels the appointment on the same day, the fee will be the total amount of the cleaning.

Rescheduling

  • If we agree that your cleaning will be every fifteen days, your house will need to be cleaned twice a month. It's not a problem if you need to sporadically change one of the cleaning days, but we'll need to reschedule within 7 days to ensure that the price for your house cleaning remains unchanged. If we skip a biweekly cleaning, your house will become monthly, and it will take longer to complete (If it were weekly, the same rule would apply, it would just be four times every month). If your house cleaning is monthly, we will schedule it every 4 weeks (not guaranteeing the same time and day, only the week). Skipping an appointment will cost $15 for weekly appointments, $25 for biweekly appointments, and $50 for monthly appointments.

Home Preparation

  • Your price for cleaning is based on the cleaning technicians focusing all of their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before the scheduled service to “pick up” (toys, clothes, trash, etc).

Materials You Need to Provide

  • We kindly request that you provide only the following items: paper towels, garbage bags, and Swiffer Duster refills (For the Deep cleaning, we request 18 refills). In the first cleaning that Swiffer refills are not available, an additional cost will be added to the invoice, corresponding to the quantity we use. We will supply the remaining materials used in the cleaning process.

Valuable or Delicate Possessions

  • We kindly request you to let us know if there are any items in your house that you would prefer us not to touch. This could include valuable or delicate possessions that hold significant sentimental or monetary value.The maximum amount that we can pay for something that has been broken or damaged is $100.

Cleaning Time (Regular Cleaning)

  • We reinforce that we charge a flat rate, not per hour. Our technicians are trained and have the skills to clean in a shorter period of time, but it does not mean it costs less. Also, if you decide to give our team less work than agreed in the initial estimate, we will still charge the full amount unless discussed in advance.

Communication

  • You will be notified when our team is on their way and when they finalize the cleaning (our system works by internet and your house needs to have a signal for the team to be able to contact you and give you that information). You will receive an invoice for the payment as well if you wish.
  • Arrival time is an estimated time and it is not guaranteed. The Exact ETA will be provided on the day of service when the team assigned to your job is on its way to you.

Additional Services

  • Additional tasks need to be requested in advance, so they can schedule the additional time and supplies needed.
  • Additional fees are incurred when additional services are needed:
  • Refrigerator cleaning: starting at $40
  • Oven cleaning: starting at $30
  • Inside cupboard cleaning: starting at $30
  • Changing sheets: starting at $10
  • Open window sills: starting at $3
  • Basement cleaning: price upon consultation
  • Please contact us about other services you may need.

Home Renovation

  • If your house had any renovations done prior to the cleaning please include that in your quote request so we can schedule you for a bigger window of time.

Service Exclusions

The following services are not included:

  • Cleaning of extreme clutter
  • Cleaning of Mold and/or other biohazards
  • Lifting items weighing over 25 lbs (i.e. large furniture)
  • Heavy scrubbing of walls
  • Cleaning of high windows
  • Cleaning of outside windows
  • Cleaning of animal waste/litter/insects
  • Cleaning of chandeliers
  • Cleaning exposed metal air ducts
  • Washing dishes
  • Folding clothes
  • Cleaning inside closets and cabinets
  • Garage cleaning
  • Attic cleaning

Team Safety

  • For the safety of our team, we use only two-step ladders for cleaning tasks. This precaution ensures that our employees can work efficiently while minimizing risk. If you have areas in your home that require cleaning at a height greater than what we can safely reach with our ladders, please let us know in advance. We are happy to discuss alternatives to meet your needs. We appreciate your understanding and cooperation in ensuring a safe working environment.

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 home 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 your household falls ill with a contagious disease (such as COVID-19, pneumonia, chickenpox, etc.), please call and reschedule your cleaning. However, cleanings rescheduled within the same week of the original appointment (within 7 days of the original time) will not incur additional charges. While we thoroughly disinfect your home, there is a possibility of inadvertently transporting germs to the next house or falling ill ourselves. To ensure fairness to all our clients, we prefer to wait until you are well again. On our end, we may also fall ill to protect you and your family. Please inform us as soon as possible if you experience any symptoms. For such situations, we may accept a 24-hour cancellation notice. Notifying us on the same day as the cleaning will result in the same lockout fee, as we have already reserved that time for you and are unable to make last-minute substitutions.

Payment

  • Family Cleaners Services have a 'no pay/no clean' policy, which means payment is due in full on the day of the service. At the time of booking, Family Cleaners requires a credit or debit card on file. Your card will be charged on the morning of your cleaning, prior to the service. If the card is declined, you must update your payment information with our office before the service can be performed. Additionally, if the information is not updated on the same day, resulting in a canceled service, a cancellation fee equal to half the service cost will be applied. Please note that payments are subject to a 6.35% CT sales tax. It is mandatory for all clients to have their card securely stored in our system. In the event that the client fails to make the payment upon completion of our cleaning service, a fee of $10 per day will be incurred.

Instagram & Facebook

  • We post videos and photos as we clean, and we always keep these posts anonymous. We make sure not to show family pictures or anything that allows the identification of the house. If you DO NOT want your home posted you can inform us about it and we will not make any kind of post regarding the cleaning we did in your house.
Facebook Instagram

Tipping

  • Our office team will contact you about tipping our technicians.
  • Our technicians are proud of their work and trained to make the best in every single job. They work hard and most of them have been with our company for a long time. Tipping is not necessary but encouraged to make them feel appreciated for their efforts.

Feedback

  • Getting customer feedback is an important ingredient to a successful house cleaning service relationship. Your feedback helps us monitor the performance of the cleaning technicians and deliver the highest quality cleaning experience.

Satisfaction

  • We aim to please. If for any reason, at any time you are not 100% completely satisfied, please call us immediately (within 24 hours) so we can return to correct our work. We do not refund.

Refer Program

  • Refer our company to your friends and receive a $100 VISA CARD after a complete cleaning with us.
  • Referral Program

THANK YOU FOR YOUR PREFERENCE!