Why do we have a Terms of Service?
We have to have rules and limitations set in place for our company to flow and work in unison with the office, scheduling, payments, techs, and client expectations.
Our goal is to provide an effecient clean, high priority pre-scheduled service, high retention rate with our techs, and professional services all around. We can only accomplish this through a terms of service.
We don’t believe in contracts and being bound to a schedule or commitment that is uncomfortable. Therefore we have a terms of service which is an understanding of expectations in writing to both parties while services are being used.
Understand these terms are to notify you and prevent frustration. Expectations are EVERYTHING.
ALL JOBS ARE REQUIRED TO HAVE A 50% NON-REFUNDABLE DEPOSIT TO BEGIN SERVICES AND SECURE YOUR SPOT ON THE SCHEDULE.
AS WELL AS A CARD ON FILE TO CHARGE FUTURE VISITS/REMAINING BALANCES.
For all visits, you will receive a text reminder 6 days prior to your appointment. Please see our Cancellation Policy in regards to rescheduling/canceling your visit.
We allow a 1 hour arrival window for our first home beginning at 8am.
Our second home in the afternoons will have a 3 hour arrival window due to traffic, lunch breaks, or in the event that the previous home had made pre-scheduled changes to their cleaning.
Our scheduling hours are Mon-Fri 8-5pm, Sat - Sun 9 - 4pm (Only for STR. Please call for more info) To respect our cleaning techs family time, we do not schedule a home to be completed past 5pm.
If you are requiring a SPECIFIC time/window please notify the office so we can make the accommodations if possible.
We know life happens, and sometimes your service will need to be skipped. Whether your family is sick, loss of power, OR circumstances beyond anyones control……we understand. However, if you are requesting us to skip please know we will make a price adjustment for your next cleaning.
If you are WEEKLY your next visit will increase by $20
If you are BI-WEEKLY your next visit will be increased by $40
If you are MONTHLY your next visit will increase by 25%
ALL Clients are required to have a Credit/Debit card on file PRIOR to services beginning, unless previously discussed.
ALL payments are processed day of service.
ALL Clients are required to ensure CC are up to date so payments can be processed after services are completed.
Angles Pro Cleaners reserves the right to pause services 5 days after invoice is past due. All past-due services will have a $25 late fee attached to the final invoice.
Angles Pro Cleaners reserves the right to cancel services due to non-payment 21 days after the Invoice Due Date until the account is in good standing.
All appointments canceled 48 hrs PRIOR to their day/time will not be charged.
All appointments cancelled WITHIN 48 hrs of their time will be considered a “Last Minute Cancellation” and charged 50% of the total cost of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
In the event that Angles Pro Cleaners needs to cancel the cleaning, due to extreme weather, or circumstances beyond our control, we will provide the client with 1-2 alternative dates/times ASAP.
🚫 Repeated Cancellation Policy:
Any clients who exceed 4 cancelations within a 60 day period will be notified and automatically moved to monthly visits with the monthly quoted price.
🚫 Sickness/Covid Policy:
Any cancelations due to illness or Covid exposure will be considered exempt from charges and fee will be waived.
🚫 Late Fee:
Angles Pro Cleaners reserves the right to pause services 5 days after invoice is past due. All past due services will have a $25 late fee attached to the final invoice.
We have a 24 hr turnaround policy so in the event that any areas are not cleaned to satisfactory on the day of cleaning then the client has the responsibility to contact the office within 24 hrs of their appointment and we will return to reclean the areas within 24 hours at no cost.
Your honest and quick feedback is KEY to our success in fixing any error made on our end. Like the saying goes….”You don’t know, what you don’t know”
We do not offer refunds. All payments are due at completion of job.
All details of what to expect for every routine visit will have been discussed during your consultation prior to beginning services, however we know that life happens and sometimes changes need to be made. Maybe certain rooms are being painted, plumbing fixed, out of town guests, etc. Please notify the office if any changes need to be made to your routine cleaning visits. Changes must be made within 2 hours of your scheduled visit, or they may not be able to be completed. This gives us the necessary time to update the work order, as well as notify the cleaning technician of these changes.
All our services are priced a Flat-Rate price for the job. Our goal is to keep your price as consistent as possible, as this eliminates chaos, as well consistency for your budget.
We do not base your price on the amount of time. We are not here to “walk out” of a job when your “time is up”. We are here to complete the job we have agreed to do on our estimate.
If you ever have any additional requests outside of your routine service please contact the office so the schedule, job instructions, and final invoice can be adjusted if necessary.
Tipping is not required, however it is always greatly appreciated by our staff. Standard amount is 10%-20% of the cost of service. Often times our clients are not home, however we know that you greatly appreciate all our techs attention to detail in your home to make sure its a place of rest for you. If you would like to send them a “Thank You” tip then contact our office and we will let you know how we process them.
No, you do you need to be home for any of our services. It is 100% dependent on your comfort level. All of our techs are fully background-checked and vetted before entering your home, so you can have peace of mind.
We understand that many of our clients work from home, so rest assured we can work around your schedule. Our technicians are trained professionals who will communicate their workflow with you upon arrival if needed.
We are here to do the heavier maintenance cleaning services your home needs, so we ask that prior to our arrival any toys, clothes, personal items be picked up/lightly tidy prior to our arrival so we can focus your scheduled time on the CLEANING rather than “picking up before cleaning”.
NOTE: Heavy cluttered areas, “much loved” playrooms, and piles of laundry will NOT be moved/cleaned and we will work around them.
We use a solo-cleaning model. So we will only be sending 1 cleaning tech to your home for any home that is less than 5,000 sq ft. Any recurring cleaning over 5,000 sq ft we will send 2 technicians.
NOTE: Most of our first-time or deep cleans, we will assign 2 or more cleaning techs based on our scheduling arrangements.
We create our schedules based on route optimization to ensure our techs are using their fuel consumption conservatively. (The last thing we want is for a tech to have to drive from Wilmington to Jacksonville and then back to Leland all in one day)
With that said, occasionally we will send a different tech due to scheduling conflicts, or if your regular tech is unavailable, sick, etc.
We also rotate our techs schedules to keep their schedule fresh, as well as a healthy upbeat work environment.
Angles Pro Cleaners does reserve the right to change cleaning techs last minute in order to ensure your home is not skipped, or rescheduled due to staff being ill, or no longer working here.
But rest assured, all our techs are trained the same way, so they know it's important that you have a CONSISTENT cleaning regardless of the tech.
Angles Pro Cleaners will provide all the necessary Non-Toxic cleaning products to keep your home at maintenance level. If you would like us to use any of your products, we ask you to provide it we will be happy to use it in your home.
Our Angles Pro Cleaners team LOVES all fur babies, so please feel free to leave your people friendly pets in the house, however…..we ask that if you know your pet will experience anxiety during your cleaning (loud noises, new smells, etc) please make the necessary arrangements to make sure they are comfortable. We will house these details in our work order of any pets in the home and their locations. (i.e. Dogs will be kennels in master bedroom)
ALL aggressive animals are required to be kenneled, in separate room (which will not be cleaned), or outside during the cleaning. If we arrive to the property and are greeted by an aggressive animal, we reserve the right to not clean your home until the necessary arrangements are made. Our cleaning techs safety is our number one priority.
We expect our clients to maintain and monitor their homes for bugs/pests. We reserve the right to refuse service if the home have visible infestation and may require professional pest control services. In such event Angles Pro Cleaners will consider this a cancelation and follow standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
Angles Pro Cleaners reserves the right to increase the client's price at any time. The client will ALWAYS be notified with ample time ahead of any rate increases.
We will put all trash in a large bag and place it in an "animal safe" area (Example: Inside the garage) or the Trash can if it is near the home and accessible. We DO NOT take the trash with us in our vehicles.
We require access to the clients property on our scheduled appointment day/time. Information regarding entrance to the property (door code, key, garage code, etc) must be provided BEFORE service that day.
We DO NOT carry clients keys, so entrance access must be on the property (hidden key, lockbox, garage or door code, etc)
If in the event we are locked out of the property we will contact the client immediately and ask for an alternative entrance, or if entrance cannot be provided that same day then a Lock Out Fee of 50% of the cost of services will be charged to the clients card on file. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
APC does take non-personal before and after photos of First-time cleans, Vacant properties, and in the event of an accident. All photos are directly stored in your job file for reference to maintain the integrity of the work completed.
All Make Ready and Vacant property cleanings must have all utilities on to ensure proper and safe cleaning.
Properties must be COMPLETELY vacant and free of garbage, construction scraps or debris.
🔺We DO NOT clean out garage areas except by request at an additional fee. 🔺
🔺We DO NOT haul away post-construction/renovation/moving debris. 🔺
Entrance and exit details MUST be discussed prior to the scheduled cleaning date. Angles Pro Cleaners will only conduct communications with the Client who is paying for the services. We WILL NOT clean a property that is under a different name than the paying client's name. If there is an overlap of ownership (due to closing date miscommunication) then we reserve the right to terminate services and the 50% non-refundable deposit will be kept by Angles Pro Cleaners. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
We are closed for all services on major holidays including, July 4th, Thanksgiving, Black Friday, Christmas Eve, Christmas Day, and New Years Day.
Accidents happen. We are covered by insurance, however every incident is different, and will be throughly investigated upon the time of the incident. If there is sentimental or extra fragile pieces in the home then they will be avoided and pre-discussed during your consultation. A note will be added to the job instructions pertaining to NOT clean or move the item.
Both client and Angles Pro Cleaners are both at liberty to end services at any time.
Angles Pro Cleaners reserves the right to cancel services due to non-payment 21 days after Invoice Due Date until account is in good standing.
Angles Pro Cleaners reserves the right to end services at any time if they feel the client and Angles Pro Cleaners are no longer a good fit due to the following situations:
Home has become an unsanitary situation
Client has placed expectations which cannot be met within our company
Client is seeking services Angles Pro Cleaners is unable to achieve
Cleaning technician feels unsafe on the property
Client continuously cancels creating inconsistency in scheduling
Drugs, or other illegal substances are found on the property
Poaching our staff (offering our staff to come and clean privately)
Angles Pro Cleaners does not permit our clients to “poach” our employees. We request that you not solicit our employees for side jobs or direct hire. Not only does this place our employee in an unfair and awkward situation, it creates a breakage of trust with our company when we have placed a tremendous amount of time and energy into recruiting, hiring, training, vetting, and ensuring you only have the BEST cleaning service our company can offer. If you decide to solicit an employee for private hire, all future services will be immediately terminated.
🔺WE DO NOT DO DISHES OR LAUNDRY🔺
🔺WE DO NOT CLEAN MINI BLINDS DUE TO THEIR OFTEN FRAGILE NATURE AND METAL EDGES🔺
🔺WE DO NOT CLEAN BIO HAZARD OR HUMAN/PET FECAL MATTER🔺
🔺WE DO NOT CLEAN ELECTRONICS (TV screens, Keyboards, Smart Home Devices, etc)🔺
🔺WE DO NOT CLEAN HOARDING SITUATION🔺
🔺WE DO NOT WASH WALLS🔺
🔺WE DO NOT CLEAN WINDOWS (unless by special request)🔺