We welcome you as a Green Cleaning DFW customer and look forward to servicing your home!
This Terms of Service document serves three functions:
– Provides information about our services – “Frequently Asked Questions”
– Provides information regarding the Cleaning Types
– Provides information regarding the Cleaning Fees
Please review the information below and save for your records.
When accepting services rendered by Green Cleaning DFW and welcoming our employees, managers, or ownership team into your home, you agree to these terms below. If you’ve scheduled service for or on behalf of another private party or professional/commercial organization, you agree to these terms on behalf of that person or entity, representing and warranting that you have the legal right to do so. References to “you,” “your” and similar terms are construed accordingly in this agreement. If you don’t agree to all the terms in this agreement, you may elect not to use our services and accept all applicable fees where warranted.
Frequently Asked Questions
What are the terms of the special deal that are offered to customers that sign up for recurring service?
- You agree to sign up for weekly, every 2 weeks or every 4 weeks service.
- You agree to pay us back any discount received on the deep cleaning, using the card on file, if you sign up for every 4 weeks and don’t complete 5 cleanings within 140 days of the deep cleaning, if you sign up for every 2 weeks and don’t complete 9 cleanings within in 140 days of the deep cleaning or if you sign up for every week and don’t complete 18 cleanings within 140 days of the deep cleaning.
What forms of payment do you accept?
All customers are required to put a credit or debit card on file to reserve their spot and pay their bill.
When is payment due?
Payment is due on the day of service. If we process your card and it is declined, we will add $10 to your bill, every day until it is paid in full. If this becomes an ongoing issue, we will require payment the day before each future appointment. If your balance is not paid prior to your next cleaning we will be forced to cancel that cleaning. If it is not paid within 2 cleanings we will be forced to cancel your service.
Do you offer a referral program?
Yes, we love and appreciate your referrals! Want to receive a $100 gift card to places like Amazon, Home Depot or Starbucks for each referral you give us? Find out how at this link: https://myrewardprogram.com/green-cleaning/
How do I know what time the team will arrive?
Our normal work day is between 8:00 AM – 5:00 PM. You can expect us to arrive during that time. As a convenience to our customers we send appointment reminders via text and email with our approximate arrival time (a 2 hour window). Please keep in mind that the times provided are only estimates and are subject to change.
May I specify the arrival time of the cleaning?
Because of the various frequency options that we offer our customers, our schedule changes day to day and week to week. You can always tell us if you have specific time requests, and we will attempt to accommodate your needs. However, we cannot guarantee specific arrival times.
What if I need to cancel, skip or reschedule a cleaning?
You can read our cancel, skip, reschedule policy and submit your request on this page: https://greencleaningdfw.com/change-your-appointment/
What if I forget to cancel the cleaning or you are locked out of my home on the day of the cleaning?
Unfortunately, if we are not given adequate notice for canceling a scheduled cleaning, or are unable to gain access to your home, a “Lock Out” fee equal to 50% of your service rate will be charged to your card on file. Late cancellation and lockout fees are necessary because we consider a scheduled visit to be a reservation for your service. We do not over-book our schedule because we believe every client deserves a reliable, high quality service. As a result, we require 2 business days’ notice to cancel a scheduled cleaning and avoid the late cancellation cost.
Why do you charge cancellation fees?
As the owners of Green Cleaning DFW, we feel morally responsible for the livelihood of our staff. It is our goal for them to have full schedules and full paychecks. When a customer cancels or reschedules their appointment, with short notice, we are not given adequate time to find them a replacement job. This directly affects the employee and their income. By charging cancellation fees we are able to compensate them for the pay that they would have lost out on (through no fault of their own).
Supplies and Equipment:
Do I need to supply any of the cleaning supplies or equipment?
No. Green Cleaning DFW will provide all cleaning equipment and supplies unless otherwise arranged in advance with the client prior to our arrival.
Employees:
Are the people who clean my home legal, trained and insured?
Yes. Our employees are W-2 employees (not Independent Contractors) and meet strict hiring and training standards. They all meet Federal requirements regarding their ability to legally work in the United States. They are insured, bonded, and covered by comprehensive Worker’s Compensation insurance.
Home Access
If I am not home, how will you get in my house?
We encourage all our clients to provide secured access by way of electronic door keypads, garage door keypads or traditional lockboxes secured somewhere on the property. If you prefer to leave a door open or a key left in a concealed spot, we will enter with your permission. You may also opt to provide us with a key for us to keep and use for your appointments.
Pets:
What if I have a pet?
Our employees are trained to be aware of pets when entering and exiting your home. Obviously, we do not want to upset your pet with the introduction of new people and different noises. It has been our experience that pets are best kept away from the cleaning area and team members, if possible. When speaking with our office, please remember to provide us the name of your pet so our staff can use the pet’s name when entering.
Preparation for Cleaning:
Do I have to pick up before the team arrives?
We realize that getting ready for “cleaning day” can be a stressful time. It’s not our intention that you “clean” before we get to your home, but we do ask that general clutter, clothing, toys, etc. be picked up as much as possible as this preparation allows us to focus on cleaning surfaces and not spending time tidying.
Tipping:
May I tip my cleaner:
Tipping is not required but is always appreciated! If you choose to leave a cash tip, please place a marked “tip” with a note. You may also call or email our office to request that a tip is added to your method of payment on file. Our staff is not allowed to take any money that is not marked “tip.”
Valuables and Restricted Areas:
What should I do with my valuables, heirlooms, or irreplaceable items?
Please put all valuables away prior to us coming to the home. Also, a closed door is your signal to us that you do not want that area to be cleaned. If the door is closed for another reason (e.g. to restrict pet access), please contact our office so that we can update the client notes on the paperwork to reflect your special instructions.
Breakage and Damage:
What if something is broken or damaged?
Green Cleaning DFW’s staff takes great care when cleaning your home, but occasionally accidents do happen. If you notice any breakage or damage, please notify us immediately. If you have valuables or heirlooms, etc., it would be helpful if they would be stored away to avoid accidents. Regrettable, although not common, from time to time, something may be broken. We instruct our team to call the office at once if anything is broken or discovered as having pre existing damage. The staff on-site will leave you a note advising you of the mishap, and our office will attempt to reach you by phone soon after we have been made aware. If an item is damaged or broken by our staff, we reserve the option to repair or replace it. Damage to items deemed “one-of-a-kind” requires demonstrated dollar value to determine any potential settlement. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks.
Other Notices:
Non-solicitation agreement:
All clients who accept any service rendered by Green Cleaning DFW shall not solicit direct employment, personal agreement, or contracted service(s) of any kind using Green Cleaning DFW’s present or past employees. In the event of the termination of your recurring scheduled service(s), or after a single service event, or upon the end of this agreement revision for twelve months following the termination of service. If you wish to hire a present or past Green Cleaning DFW staff member for any home-related service outside of your written or verbal (recorded call) agreement with Green Cleaning DFW, our recruitment, training, and referral fee is $2,500 charged to the client. You agree to pay this fee due within 30 days of notification from Green Cleaning DFW or representation on our behalf. Concerning any outstanding referral fee not paid in full within 30 days, Green Cleaning DFW reserves the right to pursue other collection methods.
Weather:
Green Cleaning DFW may close for business when severe weather conditions compromise the safety of our staff. If your scheduled cleaning falls on one of these days, we will contact you to reschedule.
Holidays:
Green Cleaning DFW will be open for regular business during all national holidays except: New Year’s Day, Thanksgiving Day, and Christmas Day. If your regularly scheduled cleaning falls on one of these days, we will contact you to reschedule.
Photography:
Green Cleaning DFW employees may take before and after photos at the initial cleaning appointment and when rendering move-in/out cleaning services. Before and after pictures afford the opportunity to ensure your satisfaction while meeting our level of cleaning standards and expectations. Occasionally the need may arise where photos are required during a recurring
appointment, for example, when the home is not in its usual condition. These pictures are used for training, proof of our work performance, and promotion of our high-quality standards. We do not take photos of personal items (family photos, jewelry, etc.). If you do not want pictures taken of work areas in your home, please notify our office before your cleaning appointment to sign a
waiver of liability. Our Satisfaction Guarantee will not apply when cleaning professionals are unable to demonstrate cleaning progress in your home with our office team.
Safety:
For safety reasons, we do not move anything weighing more than 15 lbs. If you wish us to clean behind anything heavy such as a couch or refrigerator, please move it prior to service to allow us access to that area. We use a two-step ladder. This allows us to clean furniture, fans, etc.; we can only clean what we can reach with a two-step ladder or extension pole. Shoes must always be worn inside the home for the health and safety of our cleaning professionals. Green Cleaning DFW does not offer biohazard cleaning service or extreme hoarding removal in addition to other services that fall outside our scope of work. e.g., bodily fluids, pet accidents, cat boxes, dog kennels, insect infestations, rodent droppings, etc. due to required additional training and equipment.
Quality:
Our quality control consists of home inspections and, when necessary, phone calls to the client. Occasionally, as needed or on a random basis, a quality inspector may enter your home during cleaning to ensure appropriate execution of quality standards. We believe that inspections and client communication are the best way to exceed your expectations and improve our high standards. You may also receive a satisfaction survey on every cleaning in your home. We always appreciate your feedback.
Confidentiality:
Green Cleaning DFW recognizes and acknowledges that this Agreement creates a confidential relationship between the company and the client and that information concerning the client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is Confidential Information. Green Cleaning DFW agrees that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. Green Cleaning DFW further agrees to bind its employees to the terms and conditions of this Agreement. Clients may grant information to be listed as a reference or in a testimonial for Green Cleaning DFW to market its services.
The Cleaning:
Deep Cleaning / Initial Cleaning:
Our Deep / Initial Cleaning is a more detailed cleaning where we perform wet wiping of the home, instead of just dusting. During this visit, we perform wet wiping of baseboards, door frames, ceiling fans and slate blinds (mini-blinds excluded). We will also spend more time detailing the bathrooms and kitchen areas in the home. This cleaning is typically at least twice the price of our regular cleaning service. We recommend a deep cleaning of your home at least once or twice per year. Everyone’s expectations of what they feel should be included in their cleaning varies from customer to customer. Wall washing is not a service offered due to challenges with various paint/surface types that can result in undesirable outcomes. It is important that you communicate your expectations to our office staff so that we may keep your individual cleaning
record up to date.
Recurring Cleaning:
Our Recurring Cleaning is also known as “maintenance cleaning”. We are maintaining your home at its current level of cleaning on a recurring basis (once a week, once every two weeks, or once every four weeks). During this cleaning we are only performing “dusting” instead of “wet-wiping”. At your request, we can provide a cleaning task list with the areas of the home that get cleaned with every Recurring Cleaning visit.
Move In/Out Service:
Our Move In/Out Cleaning is a very detailed cleaning where we do our best to restore the home back to its original shine prior to the next tenant or owner moving in the home. This includes cleaning of inside appliances, inside (empty) cabinets, and wet wiping of all surfaces. Wall washing is not a service offered due to challenges with various paint/surface types that can result in undesirable outcomes. Our Move In / Move Out cleaning task list is available upon request. In some instances times necessary for success may exceed even the best estimated pricing and time based on prior living habits. Electricity and water are required; homes without these active utilities will result in a service cancellation billed at 50% of the rate quoted.
What types of things are NOT included in the Recurring Cleaning Service?
We never go inside any cabinets, drawers, or closets (other than the floors in the master and pantry closet) unless instructed to do so. We do not offer dishwashing, laundry, window, walls or carpet cleaning service. Dusting of collectables, like a thimble collection, is a challenge for our teams, so those types of collectables are not included. We are unable to clean within china or curio cabinets. In addition, we are unable to clean rare or irreplaceable items.
What if I want something cleaned that is NOT included in my Recurring Cleaning Service?
If there are additional rooms, the inside of your refrigerator or oven, or if you want your baseboards washed, just give us a call and we can tell you what the additional fee would be, and then add it to your next scheduled service.
What if an area cleaned was missed or I am not happy with a part of the cleaning?
If you feel that any area or item we cleaned is unsatisfactory, simply notify our office at (972) 836-8199 within 24 hours and we will promptly work to make the situation right!
Do I get a credit or adjustment if I’m not satisfied?
Green Cleaning DFW does NOT issue refunds or credits. Our goal is to make sure that you are 100% satisfied with the cleaning and we will do whatever it takes to make it right.
