Mess To Freshh Policy
IMPORTANT NOTICE OF OUR GUARANTEE: We guarantee every cleaning we provide in the time allotted. If we miss or fail to clean any areas properly, please contact us within 24 hours after your cleaning. We will have a cleaning professional return within the next business day to complete any missed areas at no cost to you. If you still have any concerns after the reclean, please call (855) 437-3744 or email us at email@example.com
Access To Your Property: We will discuss arrangements of how to access the property before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the client to remember to leave out a hide-a-key or having to wait around to let us in each visit. Clients’ keys are labeled with a secure company code so that private information would never fall into the wrong hands. You can be assured that all our professionals have had thorough criminal background checks through our company. Keys will be returned if there is a cancellation of service.
All Cleanings: All cleans require a valid credit card/debit card to reserve your appointment and will not be preauthorized until the day before your scheduled cleaning. You also have the option to make your payment in full before 3:00 pm to secure your scheduled cleaning.
Arrival Day: Mess To Freshh Cleaning Service makes every effort to consistently schedule a predetermined set day that we arrive for each cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.
Arrival Time: Our cleaning services occur between 8am- 5pm Monday thru Friday on a regular scheduled day. Mess To Freshh Cleaning Service always plans to arrive 10 to 15 minutes early for your scheduled appointment. This will leave time to discuss any instructions with our team.
Bed Making / Sheet Change: Please ensure if you want the bedding changed that you leave clean sheets at the end of the bed.
Breakage: It’s bound to happen sometimes. We do our best to prevent it and effective communication is very important.
1. Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen. We are often handling things that aren’t normally touched (pictures not hung securely (e.g. with thumb tacks), top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets or clear wet bar shelves).
2. We will pay up to $100 per breakage item when the value is verifiable. If the damage is valued at more than $100, a Liability Insurance Claim and Investigation will need to be opened through our insurance carrier. Mess To Freshh Cleaning Service reserves the right to contract suitable professionals to repair damages. Mess To Freshh Cleaning Service will make payment arrangements directly to its contractors to settle any damage repair.
3. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 24 hours of discovery.
4. We cannot guarantee reimbursement for damages reported more than 24 hours after the end of the cleaning appointment.
Cancellations / Reschedules / Lock Outs: You will assess a $40 fee for cancellations/reschedules if a clean is cancelled after 3 PM EST the day before your appointment. If you are not present or if no entry is provided for our team to enter your home or office at the time of service, a Lock Out fee of full payment will be charged.
Cleaning Professionals: There will generally be 1 – 3 cleaning professionals assigned to your home or office on and after the first time cleaning. Given how scheduling works, we are unable to guarantee the same cleaning professional each visit.
Cleaning Supplies and Equipment: Mess To Freshh Cleaning Service provides environmentally-friendly products and nearly all equipment required for cleaning your home or office. You will need to provide a power source and running water. If you would like us to use specialty products (e.g., simply green, bleach, stainless steel cleaner, mops, etc), please keep in mind that we use products and equipment that helps get the job done quickly, efficiently and safely. If you have these type of requests please include the request in your special instructions upon booking. If any of these requests are made (such as hands-knees floor cleaning, using stringed or sponge mops, additional vacuuming or anything not included in our scope of work) that may cause our teams to go over the scheduled time an additional fee of $100 will be charged.
Furniture: We cannot move furniture, but we will try to reach any visible places either by hand or with an extension duster. Cleaning Professionals are not allowed to step higher than a 2-step stool.
Getting Ready For The Cleaning: Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality of service for you. We do not clean or pick-up clutter (not limited to; clothes, toys, electronics, dishes, towels, and/or piles of any sort). If your home or office is not ready for cleaning and/or if our team is unable to perform services, Mess To Freshh Cleaning Service reserves the right to deny service, re-schedule your cleaning for another date & time or charge additional time for the time it took to complete the task. Pick Up services can be added to your new agreement for an additional charge.
Hard Water Build-Up: We want your home and office to be as clean as humanly possible. Our Cleaning Professionals will make every effort to revitalize your wet areas (Sinks, Tubs, Showers, Faucets, etc.) with the best cleaning supplies for the job. Unfortunately, hard water build-up can be difficult to scrub and clean without spending more time and effort than our agreed rate. Mess To Freshh Cleaning Service cannot guarantee the removal of hard water build-up in all affected areas.
Late Payment: Payment is put on hold 1 day before the scheduled cleaning or is paid in full through one of our approved processing systems. There is a $45 charge for payments received more than two days after the date of service. If recurring and your previous invoice have not been paid, Mess To Freshh Cleaning Service reserves the right to postpone future scheduled cleans until the past due invoice has been paid.
Out of Scope Services: The following services are not provided due to the extent of work and time needed to accomplish each task: Grout Cleaning & Windows (Outside). We will gladly refer you to someone if you are looking for these additional services. We are unable to clean the inside of closed doors of standalone Curio/Furniture Cabinets especially those that contain heirlooms and collectibles.
Payment: Payments will be placed on hold one day before your scheduled service unless payment has been made in full through one of our approved processing systems . Failure to process payment may result in cancellation of services. If payment is not secured our professionals will not arrive for the scheduled cleaning as your payment guarantees you still want the cleaning.
Pets: We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.
The Setting: It is not necessary that you be home or at the office during the time of cleaning. This way we can be the most efficient in our cleaning service(s) as possible. We understand this may not always be possible, we simply ask that you allow our Cleaning Professionals to complete their work without interruption.
Tipping: Gratuity is not required or expected but always appreciated for a job well done. 10 – 15% is the general rule of thumb. As a large percentage of the cleaning service rate goes to overhead expenses (Liability, Training Costs, etc.) any extra bonuses for our Cleaning Professionals to be happy and committed are always a plus!
Valuables: Please safely secure weapons, jewely, money, heirlooms and collectibles prior to cleanings. Please advise of fragile items (and their care) in special instructions.
Due to Health and Safety reasons, we are unable to clean up mold, human, pest or pet waste, and bodily fluids. We can recommend a company that is equipped to handle these situations. If we come into a home or office that requires this type of cleaning we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue.
Due to Health and Safety Reasons, Cleaning Professionals are required to wear closed toed, non-skid shoes while cleaning. We are not able to provide service for “shoes off” households. Please do not hesitate to give us a call if you need further clarification on any of our policies. We clean all homes and businesses with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle life’s most expensive possession – your home or place of business!