What is and why do we have a terms of service?

Access to your home: We charge a “No-Notice Cancellation” fee of 100% when you don’t leave access to your home the day of service. There are no exceptions after the first incident. Please leave a key, give us a door code, leave the door unlocked, or reschedule at least 24 hours in advance if you are not going to be home. If 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 the “No-Notice Cancellation” fee of 100% of the cost of services will be charged.

We charge the “No-Notice Cancellation” fee of 100% charge if the home is not available, or not in the condition previously discussed at the beginning of services.
 

Cancellation: We charge a 50 % “Late-Notice Cancellation” fee if you cancel with less than 24 “business hours” notice. Cancellations are reviewed on a case-by-case basis. Should the Client skip a cleaning, we will add an additional 15% fee to the following cleaning to accommodate the gap in service. When two or more appointments are skipped the fee will reflect the number of appointments skipped. For one-time cleanings scheduled with a Price Range Estimate instead of a set rate, the cancellation fee will be for the lowest price range estimate provided.  

For all visits you will receive an email and text reminder 3 days and 1 day prior to your appointment. This is to help reduce the number of last-minute cancellations or reschedules, and to prevent late fees.

Payment: Payment is due at the time of service. Initial Cleans & Vacant House Cleanings require a 50% deposit of the lowest price estimated. Deposits are nonrefundable within 72 hours of your scheduled appointment. We require a credit card on file for all services. Credit cards are saved in our system & we encourage this card to be your way of payment each time.  We do not accept cash or check. If payment is not received the day of service, for any service, you will owe an additional charge of $25 per day late.
 

Tipping: is highly encouraged but not required. A suggested tipping range is 10-15% of the fee. You can leave a cash tip with a note for tech if you like. You will receive an automatic text message when the technician is finished & it will give you the option to tip with credit card. You may also let us know if you would like to add a tip to every recurring service, and we will just add it to your total service charge on every cleaning. This is the most convenient way because you’ll never have to remember to tip! Again, tipping is never required but always appreciated by our technicians.
 

Rate Increases/Right to Terminate: We reserve the right to raise our rates at any time. You will be given advance notice of a price increase. Periodically, our rates are re-evaluated and adjusted due to increased cost of doing business. The Client and High Standards Cleaning Co. are both at liberty to end services at any time. High Standards Cleaning Co. LLC reserves the right to re-evaluate your rate at any time. Any significant changes altering the time required to service your home will result in additional fees. Be advised that if High Standards Cleaning’s technicians are subject to distractions that affect our ability to work, we reserve the right to charge for extra time spent in the home. Distractions include pets, third party, or contractors interfering with the technicians’ duties. An additional fee may be applied if we are unable to clean due to these distractions.
 

Getting ready for the cleaning: Don’t “clean” before we arrive. Leave it to us!  But do pick up and tidy so we can focus on more details and quality for you. Excess toys, laundry, food, dishes, & trash should be tidy before we arrive. We will discard trash inside trashcans & reline them. An additional fee may be applied if we are unable to clean due to condition of home.
 

Vacuum: The Cleaning Technician will use their vacuum for each visit, unless the client requests to use theirs. If you want us to use your vacuum, please let us know where it is located. If your vacuum is inefficient for any reason, the technician will use theirs.

The Best Setting: The ideal cleaning situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so our tech can work uninterrupted. We recommend that you try to schedule your cleaning on a day when there will be no one or fewer people at home. We are not responsible for messes that are made after a room has already been cleaned. We do our best to work safely but, we recommend that children are supervised and out of the area where we are cleaning. We may be working with equipment and products that are not safe for them. An additional fee may be applied if we are unable to clean due to extreme distractions in the home.
 

Our Cleaning Staff DOES NOT:

·    Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained or equipped to do so.

·    Clean the interior of curio cabinets (will only dust exterior)

·    Provide any pet or children-related services, nor empty diaper pails

·    Clean/Shampoo carpet

·    Clean Chandeliers (will only dust if reachable with 2 step ladder)

·    Provide stain removal

·    Wash walls (spot cleaned only) 

·    Service outdoor areas (garages are cleaned in vacant house cleans only. Screened patios/sunrooms upon request)

·    Clean areas above the reach of our step ladder, except with our extendable duster

·    Clean Animal waste or litter

·    Move or lift items over 10lbs

·    Hand-scrub or steam clean floors

·    Disassemble light fixtures 

·    Disassemble seals on shower doors, ovens, or refrigerators

·    Disassemble any furniture to clean it 

·    Disassemble any appliance (besides oven racks and fridge shelves) 

·    Lift or move large or fragile items 

·    Dishes 

·    Laundry

 

Pet Policy: We love your pets! But please secure any pet that may be overwhelmed by our presence and/or pose a threat or is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the Client. High Standards Cleaning Co. LLC cannot be held responsible for the escape or safety of pets. If pets are present in the home or on the property that are posing a safety concern to our Cleaning Technicians, High Standards Cleaning Co. LLC reserves the right to leave and cancel the appointment. An additional fee may be applied if we are unable to clean due to issues with pets.

Please know that, for sanitary purposes, we do not clean up after sick pets or clean up any animal accidents. This includes but not limited to puppy pads, litter boxes, and mouse droppings. If you wish to leave your pets unsecured in their home during your service, we are not responsible for any pet messes such as: hair, drool, and accidents. We are not responsible to feed, water, walk, or let pets out to use bathroom.
 

Quality Control: Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving, and you can count on us to address any issues you communicate to us. Please contact us within 24 hours if you were not satisfied with your service. Our employees take great pride in the work they do and want to be informed when you are disappointed with their service. You may do this by responding to your next day follow up email or you may email us at customersupport@highstandardscleaningco.com to leave immediate feedback. Leave it to us! Please share your comments constructively, with care. No Refunds. 
 

The Client will be assumed to have accepted the services unconditionally unless a claim that the service(s) are defective is made within 24 hours from the date of delivery. The Client may view property upon completion of cleaning and address any issues or concerns of service we can resume responsibility for correcting issue if no discrepancies. Request for reclean logged after 24 hours will result in a fee. We appreciate the opportunity to correct any issues in a timely manner.

Breakage or Damage: It’s bound to happen. We hate it when it does, and we do our best to prevent it! We are licensed, bonded, & insured. Here are our breakage and damage policies: Each incident is reviewed on a case-by-case basis. In the event an item is damaged or broken, we reserve the option to repair or replace the item.  The Cleaning Technician will save the broken or damaged item for inspection, leave a note, and/or you will be informed via email or phone call. IF the tech did not do these things for any reason, please save the broken item for inspection. Report the breakage or damage as soon as possible after the cleaning, within 24-48 hours of discovery. Before we come to clean, please move expensive figurines or glassware, fragile or unstable items to a location we do not clean or have us skip that area completely if you do not wish to take the risk. Sometimes breakage occurs when items are unstable or unsecured: pictures not hung securely, top heavy items with unstable bases, or wobbly/tippy objects. We cannot take responsibility for such items. We will pay up to $100 per broken or damaged item. Value must be verified for any item over $25. In some cases, we may have the broken or damaged item repaired by a professional restoration company or file a claim.

Photos: Sometimes we like to take “before and after” photos of: refrigerators, ovens, toilets, tubs, walls, & etc. We take pride in making something dirty look brand new again! We use these photos to help with marketing & making our business grow. No personal identifying information will be used EVER! No family photos, mail, custom decorations, etc. that your family or friends could recognize. Please let us know if you do not want us to take any photos in your home.

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Please put all guns and weapons away, in a safe location.
We are not responsible for moving or putting away any weapons.
We will not touch them.

Take the steps necessary to give us access in whatever way we agreed when you booked your appointment.

Cleaning Technicians arrive at their first house of the day between 9-9:30am. We give our Cleaning Technicians a 30-minute window to arrive at your home for every appointment- morning and afternoon. We do this to allow them plenty of time in case of traffic jams, getting children to school, inclement weather, etc.

Safety & Liabilities: In-home temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that is not physically comfortable for labor. This includes but is not limited to extreme heat or extreme cold. If reasonable temperatures are not accessible within the home, High Standards Cleaning Co. LLC reserves the right to refuse service. A fee may be applied if we are unable to clean due to safety liability concerns in the home.

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If for any reason an employee of High Standards Cleaning Co, LLC feels that their personal safety is in danger enough to leave the job site, due to actions by the Client or others at the job site, the Client will remain liable for the full cost of the job.

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For Vacant House Cleanings: the home should be empty or have minimal items unless previously agreed upon. High Standards Cleaning Co. LLC may not be held liable for any damages to personal items and has the right to refuse to service areas if inaccessible. High Standards Cleaning Co. LLC is not responsible for removing any furniture or trash from old tenants. All utilities must be ON inside the home; electricity, water, etc. A fee may be applied if conditions of home are not what was previously agreed upon.

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High Standards Cleaning Co LLC technicians are unable to climb on ladders higher than the two-step ladder they are issued to perform their work. Cleaning Technicians are not permitted to use step ladders provided by client. 

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Insect/Rodent infestation: High Standards Cleaning Co. LLC has the right to refuse service if the home has visible infestation and may require professional pest services prior to cleaning. High Standards Cleaning Co. LLC has the right to refuse service. A fee may be applied if we are unable to clean due to insect and/or rodent infestation.

Relationships: Client & Cleaning Technician interactions should always be professional. Please do not exchange personal information with our employees. It’s likely you will have the same person clean your home, but from time to time we do have to have other technicians clean as well. Concerns regarding services and schedule changes, etc. should be communicated with the Office Manager at customersupport@highstandardscleaningco.com. High Standards Cleaning Co. LLC makes a significant investment in recruiting, certifying, and training only the most qualified cleaning technicians. In consideration of this opportunity, each Cleaning Technician signs a non-compete agreement which prohibits him or her from working directly with our clients. We ask that our Clients abide by this same measure. By accepting our service, you agree neither to solicit, directly or indirectly, nor hire any current or former High Standards Cleaning Co. LLC Technician who has provided services to your home, without the expressed written consent of High Standards Cleaning Co. LLC and compensation of $2,500 for a finder’s fee to High Standards Cleaning Co. LLC for its loss. Once the finder’s fee is paid, High Standards Cleaning Co. LLC will no longer be responsible for managing the Cleaning Technician, including, but not limited to: liability protection, information security, scheduling, government taxes, quality of services, and any other act pertaining to the daily work duties of the former employee.

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Please call or text 434-426-3957 during business hours. M-F 9:00 am until 5:00 pm if you have any questions. LEAVE A VOICEMAIL if we were not able to answer immediately. You can also email us: customersupport@highstandardscleaningco.com

All additional fees are to compensate our staff for the loss of time and work, leaving a gap in our schedule.

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Free House Cleaning: through the non-profit, Cleaning for a Reason, for any family member in the home undergoing treatment for cancer.

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Referrals: We love referrals and appreciate it when you tell family and friends about our services. Enjoy a discount when you refer someone, and they become a customer! Thank you for your confidence in us!