10/20/2023
Service Agreement
These terms of service are designed to help clients understand the services they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid, if at all possible. With your help, these issues can be averted to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Kristie with Southern Hospitality, and our customers. By scheduling an initial cleaning or recurring service with us, you are agreeing to accept the following terms and conditions:
General Limits, Conditions and Liability 100% Satisfaction Guarantee: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, if you are not satisfied with my cleaning service for any reason, please contact me within 24 hours of your cleaning and I will arrange either a return to re-clean the area/areas you are dissatisfied with at no additional cost to you or another arrangement upon both parties agree.
New Clients Schedule: A walk through is required either virtually or in person for all new clients. I will have you give me a tour showing what exactly you want done. During this time, I will be inspecting the environment for dust, soap scum, condition of appliances, and other things I will be cleaning. Using the checklist provided I will make notes of any extra services that you are wanting and supplies I will be using.
Pricing: The price for your service is based on size of the home, condition, services rendered and time spent at the home.
Payment for Services: Payment is due the day my services are delivered. You may pay using Cash, Zelle. Paypal, or Venmo.
· Refunds: Since cleaning is a very personalized and subjective service, I cannot offer refunds to customers. If you are not happy, you may contact me within 24 hours of the cleaning and I will come back to re‐clean any areas free of charge according to my 100% Satisfaction Guarantee.
· Service fee for returned checks: Checks returned for non‐payment, (insufficient funds, closed account, etc.) have a $35 returned check fee charge in addition to the regular cleaning cost.
Additional Fee (for additional time needed to clean your home): When purchasing my cleaning service, you are purchasing reliable, well‐ trained, trustworthy LABOR. There may be an occasion where I need more time to complete the specific cleaning program you purchased. A few examples include:
· The condition of your home is different than what you represented when we established your Estimate (ex: new pets, additional cleaning areas, etc.).
· Excessive dirt/dust/stains resulting from remodeling/construction, post‐party cleanup, etc.
· Construction: I advise that the high standard cleaning be performed once construction is fully complete.
Price Adjustment: I have quoted your services based on your house needs and frequency of service. I will try to honor the price as long the economy lets me. When a price increase is necessary, I will contact you 7 days before your next cleaning to notify you of the price increase of your service
Lock‐Out: You are responsible for providing me access/entry to your home. If I cannot enter your home, I charge a $50 fee. I do not advise to leave a key out without a lock box, and we are not responsible for anything that may happen after the cleaning ends (if the key disappears or someone uses with malice). If you provide me a key, please send me a text message to confirm that I possess the key, and it will serve as your receipt. If the access to your home is with a garage door code, please make sure that batteries are changed frequently to avoid mal functioning of the pad. Also, make sure you have provided us with a code if there is a security alarm on the home.
Cleaning‐Day Home Preparation: Your price for cleaning is based on me focusing all of my time and energy on cleaning, not routine housekeeping. I ask that you take a few minutes the night before a scheduled service to “pick up.” This allows easy access to the areas/surfaces to be cleaned: floors, countertops, table tops, etc.
Pets in the home: I am a pet friendly company! However, for the safety of your pets, it is recommended to place them away from the areas being cleaned due to the use of cleaning chemicals that might harm or be life-threatening to pets. I gladly work around pets; but if you are aware that your pet might become anxious or present a safety concern, please let me know beforehand. In the case of an incidence where the pet becomes violent, I reserve the right to remove myself from your home or, if possible, isolate your pet in a room. If I or a cleaner is harmed and needs to leave your home prior to completion of the cleaning to seek medical assistance, or to be safe, I will contact the costumer to report the incident. I will also charge the full cleaning cost plus the expense of any medical bills related to the incident. I cannot be responsible for pets that “escape” when I or my cleaners are entering/exiting your home. If your pet is “roaming free” during the cleaning, please let me know in advance, so I or the cleaners can be on alert when opening doors. I and the cleaners are trained to close doors as soon as entering and exiting your home and will not leave doors open for long periods. I do not move your pet, kennel or cage, and cannot touch or pick up pet f***s, including emptying litter‐boxes. Urine stains on hardwood floors will be mopped, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out… a flooring specialist should be contacted.
Cleaning Supplies: I bring the tools and products needed to thoroughly clean your home. If you prefer to supply your own cleaning products or solvents, I am not responsible for any damage associated with them.
Dusting: I take pride in dusting your home. Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.
· Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. This is more common in first time cleanings, and it may take several visits before settling dust becomes minimized.
· Dusting Knick‐Knacks, Collectables, Stand‐up Picture Frames, and other small items: I dust small items based on the size and the number of items on a shelf or flat surface like a mantel.
· Dusting height limits: We are not able to dust items on shelves or hung on a wall that are higher than a cleaner can reach standing on a 3-step stepladder.
· Large and heavy items: For safety and liability reasons I do not lift or move heavy items or furniture over 35 lbs. These types of activities put the cleaners and I in danger of back injuries, it could even damage other items in your house, or your flooring. If you would like us to clean behind refrigerators, stoves or sofas, please move it prior to your cleaning, or be present to move your items so our cleaners can perform the cleaning in the desired area.
Showers and Tubs: Showers and Tubs can accumulate lime, calcium and soap scum. My cleaning solutions work very well on cutting through these deposits, however sometimes it may take two to three visits before showers and tubs become free of these deposits. Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but in some instances, completely eliminating it may require the homeowner to have their shower re‐grouted or re‐caulked.
Damage or Breakage: I exercise reasonable care when cleaning your home. I highly recommend delicate items and items of sentimental value to be maintained in protected areas as I can’t guarantee repair or replacement for antiques or rare items. I am not liable for damage that is caused by “normal wear and tear”, improper installation of an item in your home, or artwork, collectables or family heirlooms and not disclosed to us in writing. These items include but are not limited to the following examples:
· Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush. The vacuums are set to industry standards in order to limit snags while still providing a high-quality vacuuming.
· Improperly hung pictures/decorations/mirrors/fixtures: If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped. Please ensure these items are secure.
· Use of Homeowner’s Vacuum: If you request me to use your vacuum, I do not assume or accept any liability for damage to the unit. (Since I am not responsible for maintenance or training with the unit, I am not responsible for any repairs to it).
· Walls: I may clean a few dirty spots on walls that are painted with semi-gloss, gloss, or satin paint, but I do not recommend cleaning walls that have flat paint because they usually get some sort of damage when scrubbed.
Scheduled “Arrival Time” for cleanings: When booking your service, I provide an estimated arrival time when I will arrive at your home. Actual arrival time may vary due to unforeseen circumstances (traffic jams, weather, etc.) I will contact you if I am more than 30 minutes late for our scheduled time.
Scheduling Changes: We request cancellation or rescheduling to be made by text message or phone call. Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment. Even though, we work around every request, we need enough notice in order to maintain our routes and schedule. There is a $25 cancellation fee.
NO AVAILABILITY: It is our goal to meet every cleaning request, however cleaning dates do sell out. The best way to reserve an alternative date is to contact me as soon as possible.
Weather: In the event the weather prevents me from getting to you they will contact you to reschedule when the weather stops or for another day.
Illness: If you or anyone in your family has a contagious illness, please be mindful and call to reschedule your cleaning after you recover. We hope you or your family member feels better. See cancellation policy for details. We are a reliable company and the work is performed by humans, therefore they may also get sick. For this reason, we do our best to accommodate the cleaning schedule. In the case this is not possible, we reserve the right to reschedule the cleaning, and we will contact the costumer as soon as possible. As with our own cancellation policy we will add on a free service of some kind (a list will be provided) to compensate for the inconvenience.
Tipping: I will never ask for tips, but it is a powerful way to say thank you to your service provider. Your appreciation doesn’t need be monetary. A personal note from you expressing your appreciation for our service can mean a great deal. If you would like to tip us, you can just add it to your form of payment when paying.
Referral: To show my appreciation towards our clients if the person referred by the client signs up for a regular cleaning service (weekly, bi-weekly or monthly) you will receive 10% off your cleaning or a free service.
Complete services cancellation: Although I do not require a contract. We ask for at least a weeks’ notice if you are cancelling a reoccurring cleaning.
Quality Control and Inspections:
We need your feedback: Getting customer feedback is an important ingredient to a successful service relationship. Your feedback helps me monitor the performance and deliver the highest quality cleaning experience in the industry.
Pictures of before and after work: If there is a necessity for pictures to be taken, I will contact the costumer to ask for permission. I will take pictures of any object that was found damaged prior to cleaning, or if an accident happens and there is damage involved.
Safety and Work Conditions Temperature Settings: During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On the day of your cleaning, I ask that you set the thermostat to, at the highest, 74, so I can work in a safe environment without overheating. For safety reasons, if I arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, I will adjust the thermostat while I am in your home. I will return the temperature to the previous setting before I leave. I still ask that you let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels. During the winter, I request that the home is between 60 and 72 degrees.
Privacy Statement: I am committed to protecting the privacy of customers. I do not sell, exchange, or otherwise distribute your personally identifiable information to outside parties
Your support in my small business is so very appreciated. Thank you for trusting me in taking care of your home!
