What are your company's policies?
Below is our company's client manual, containing most of our policies and procedures. If you have any further questions, please feel free to call our office.
“HELP US SERVE YOU BETTER”
Client Manual This manual is intended to help us provide you with the best service possible. _____________________________________________________________________________________
Providing Quality, Non-Toxic Cleaning Services Since 2000
Mission Statement
Creating healthy and safe environments through our quality cleaning services is our mission!
Naturally Clean is a residential and commercial cleaning company that provides chemical and toxin free cleaning services to the community. We are committed to providing safe, quality cleaning services that not only free up your time and allow you to focus on more important issues, but do so in a way that is safe for you, your family, your employees and our environment. All of our products and equipment are carefully selected to ensure the highest quality and efficiency at creating optimal indoor air quality.
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Initial Contact
Prospective clients may request an estimate or proposal via telephone or e-mail. In some circumstances we may be able to provide a remote estimate. However, we often request an on-site visual inspection of the location to develop an estimate with more precision.
The Consultation
During the estimate, information is compiled by a company representative so that we may generate a personalized cleaning checklist, tailored to your unique service needs. This checklist can be changed, through the office only, to accommodate your needs as your family or business grows over the years.
We ask that you do not “pre-clean” the premises for the consultation. Doing so may make it difficult to formulate an accurate time estimate.
Company literature will be provided and any questions you may have will be addressed.
We can educate you and answer questions you may have on the dangers of commercial cleaners and the toxic chemicals they contain. We will review the cleaning products we use.
Consultations generally last no longer than one hour. They can be performed quicker, if requested.
An estimate is then submitted to the customer, along with a cleaning checklist containing the services requested and provided for that price. After reviewing this information, please phone or e-mail any further questions, concerns or changes. If you wish to retain our services, we ask that you sign off on the checklist and contact our office to make a arrangements for your first cleaning. Acceptance of our services indicates you agree to all terms listed herein. The estimate is subject to change if estimated time at job site is dramatically different from what was expected.
Please Note: If a set of keys is to be provided as a means to access the premises, please be prepared at the time of the visit, as we will not make follow-up visits to pick up or drop off keys or pick up payments. If pick up or drop off services are requested, you’ll be charged for the time accordingly. You are more than welcome to make a pick up or drop off appointment at our office in Downingtown.
The consultation is a time for all parties to meet and share information regarding the cleaning service that is to be provided. Not all cleaner-client matches are appropriate, and we reserve the right to decline services for any reason
Hours of Operation
Regular office/business hours are between 9:00 A.M. and 5:00 P.M. When calling in or e-mailing reservations or requests, please allow for a 24 hour response time and wait for a confirmation.
Residential services are generally provided between 8:00 A.M. and 6:00 P.M, though other arrangements can be made.
Commercial, Real Estate and Post-Construction cleanings can be scheduled on nights and weekends as well.
Immediate emergency cleanings are also available.
Our Services
There is a minimum charge of $65 for all cleaning services.
Naturally Clean will:
Give you a set time for your cleaning. Please allow for time fluctuations due to traffic, road and weather conditions, as well as unexpected time delays or accelerations related to the previous job(s) that day. In the event that there is an incident that greatly effects our arrival time at your location, we will contact you with such notice accordingly. However, because of the inconvenience this can cause, we ask that you help us keep events like this to a minimum. Because situations like this can arise, we ask payment be left at the premises the morning of the appointment in case we arrive prior to your return.
Complete all services described in the cleaning plan, and leave a completed checklist at a specified location, if requested.
Supply all products and equipment except trash can liners. However, if you elect to supply your own equipment or safe products for us to use, please have adequate supplies replenished on a weekly basis. Failure to do so will result in a minimum charge of $10 for the use of our products for that day. If you are requesting that we use your vacuum, or similar equipment, we require that it must be in efficient working order and suitable for your type of floor(s), and we require that you excuse us from all liability pertaining to the use of the equipment.
Dispose of waste in a location that you specify.
Lock up the premises in a reasonable manner that you specify.
Maintain client keys, entrance codes and cleaning plans in a safe at the company headquarters.
Naturally Clean may:
Make suggestions with regard to cleaning and procedures to ensure prompt and thorough cleaning of the premises.
Bring in mail and newspapers if asked to do so.
Send occasional e-mails to inform clients of news, discounted time slots, promotional coupons, referral program incentives, etc.
Naturally Clean will not:
Service a room with inadequate air-conditioning in the summer or heating in the winter.
Provide service to an area with unsupervised pets. Please gate, crate or section off your pet.
Clean up pet messes accidents, or other inappropriate messes like food spills, broken glass, etc. (i.e. hundreds of spilt mini seashells that need picked up individually before it is possible to vacuum)
“Straighten up” the location before we clean, unless this maid service is included in your agreement.
Provide pet services, unless they are part of the service agreement.
Let in people such as friends, neighbors, mail deliverers and other service providers.
Supervise children or minors while we are cleaning at your location .
Answer your telephone or take messages.
Operate your motor vehicle.
Throw circuit breakers or replace fuses.
Operate washing machines, dryers, stoves, trash compactors, or other similar electric, gas or kerosene appliances unrelated to our services.
Change light bulbs, filters or belts on your personal vacuum cleaner or other such maintenance around your premises. If we are using your vacuum, please share in the responsibility of changing the bag. We will leave it in the state we found it. Also, please be sure to have an adequate supply of replacement bags with the rest of supplies you leave for us. We will not search your location for bags if they are not left out for us. This is for your privacy and security as well.
Use any product or appliance not specified in writing.
Collect, wash or put away dishes, toys or laundry or organize desks or mail counters, etc. unless these maid services are part of the service contract.
Re-perform a task once it has been completed. For example: mop a floor a second time because someone walked across it with muddy feet after we cleaned it.
Perform any task not included in the service contract unless a request has been properly submitted and agreed upon before arriving at your location that day. We are happy to accommodate your needs, but please understand we have procedures in place for a variety of reasons. Thank-you for understanding.
*Please note, the cleaning staff is not authorized and not allowed to honor requests to alter the appointment time or the services provided. All changes to the agreement and/or additional instructions MUST be authorized by the office. As such, we ask that you do not leave notes or give your contact information for the staff for any reason.
*Any of the above conditions, or conflict thereof, may lead to associated task(s) being skipped.
Inclement Weather
Naturally Clean may have to delay, limit or cancel service during periods of inclement weather. Such conditions may include snow, ice, sleet, hail, hurricane-like weather, extreme thunderstorms, dangerously hot or cold conditions or any city-or state-declared emergency.
The only clients we will continue to provide service to during periods of extreme weather conditions are those within safe walking distance from our office, or the assigned employee’s address.
All visits during a situation like those listed above will be on a hourly advisory status depending on the driving conditions.
Security
Naturally Clean asks you to inform trustworthy friends, neighbors and so forth that a cleaner will be on your property. This can save the police, the neighbors and the cleaner from an embarrassing situation.
Please give Naturally Clean adequate notice (forty-eight hours is ideal) of any other visitors that may be in or around your home during out scheduled visiting time. Naturally Clean reserves the right to reschedule visits that coincide with a visit by another houseguest, although this is usually not necessary.
We will not answer your door or phone or let other people enter your home. This is for your security, as well as for our staff’s.
Safety
Please notify the office of any safety hazards that may be on your premises. This includes, but is not limited to, things such as bad outlets, hot and cold faucets that are backwards or weak structures.
Please make sure that anything we are to clean that is hanging on a wall is properly secured. If there is an unstable fixture or piece of décor, please inform our office.
We do not stand on ladders or chairs to clean and dust objects that are too high for us to reach from the ground. We do use extended dusters to reach high objects and furniture such as ceiling fans and woodwork or to clear cobwebs.
We reserve the right to skip any task that may expose our staff to an unsafe situation. However, our staff has been instructed to inform the office of such, so that we may inform you of the danger, allowing you to remedy the situation so we can resume completing the task.
Rates
Initial consultation is free of charge.
Our weekday charge is $30 per hour, per cleaner. Includes basic supplies.
Our weekend and emergency visit charge is $40 per hour, per cleaner. Includes basic supplies.
Each additional fifteen minute increment, per cleaner, past a complete hour is at the rate of $8 on weekdays and $10 on weekends.
First time cleaning(s) may be subject to an additional hour(s) of cleaning until to premises is maintained and settles into a routine time allotment. This can be negotiated with the client.
Some of the additional services we provide are available at an individual rate. Please see the section labeled ‘Additional Services’ for such prices.
Additional Charges
There is a minimum charge of $10 for cleaning supplies added to each cleaning that we supply any of the products for.
To schedule a visit or add an additional service, please try to phone or e-mail request by 5 P.M. Friday for the following week. Always wait for a confirmation.
We can sometimes accommodate last minute requests if we have a cancellation. However, we can rarely do so without forty-eight hours notice.
Cancellations
Do not leave a note at your home.
Please phone or e-mail all cancellations or requests to reschedule, and wait for confirmation. Please call back in twenty-four hours if you do not receive a confirmation call. Please be sure of all dates and times when calling or e-mailing in your requests.
Cancellations and rescheduling if we cannot accommodate you, with less than forty-eight hours notice (weekends and holidays included) will be charged at the rate of sixty percent of your contract price.
Cancellations after 5 P.M. the night before your visit up to the time we arrive at your premises are discouraged, and you will be charged your contract amount in full. This includes any instances in which you never received confirmation and failed to call again. (i.e. Consider the possibility you left the message on the wrong machine, etc. Naturally Clean will not be held responsible.)
Incidences (such as inclement weather) where we must cancel or reschedule are not your responsibility, and you will not be held liable. In these cases we appreciate your cooperation with scheduling a make-up visit if possible.
Keep in mind that missing scheduled visits makes it difficult to maintain a well cleaned house or business, and we will not be responsible for staying longer than out usual time.
The more infrequent the cleaning, the longer the job may take, and additional charges may reflect that after a visit has been cancelled.
Excessive cancellations are subject to cessation of services.
Vacations are subjected to the same notice requirements, but we appreciate you notifying us with your plans as early as possible so that we may schedule our vacations to coincide with yours.
Billing and Payments
A billing statement will be prepared and mailed, e-mailed or left at the specified location the day of the cleaning or earlier if desired. Payment is expected when out staff arrives at the job location, unless prior arrangement have been made.
Payment Options
You may leave a check or money order written out to Naturally Clean in a sealed envelope at your location on the day of the service.
You may mail a check or money order written out to Naturally Clean. Please note that all payments received after the due date are subject to late fees.
Do not postdate checks or money orders. This may make them subject to late fees.
Soon you may also have the option of paying by credit card or debit.
For security reasons we do not accept cash mailed or left at residences. If you would like to pay in cash, please contact the office to arrange a drop-off time at the office.
Naturally Clean will issue a receipt within forty-eight hours after the payment is received and cleared, if requested.
Late Payments
Payments received past the due date are subject to late fees up to $10.00 per day (weekdays and holidays included) until the account is brought up to date.
Frequent late payments may result in termination of services.
Additional fees will be imposed for returned checks and closed accounts. In each case, you will be charged $40 for each returned check, any additional bank fees or costs that are charged to us, as well as daily late fees that accrue until the account is brought up to date.
General Information
Naturally Clean is insured by:
Insurance Innovators
130 S. Easton Road, P.O. Box 969, Glenside PA 19038
Phone: 215-885-7300 or 1-800-523-6422
Fax: 215-886-2482
Naturally Clean is also bonded by:
C N A Surety
2199 Innovation Way, Chicago IL 60682-0021
Phone: 1-800-331-6053 Fax: 1-605-335-0357
Certificate Number: 69836156
Naturally Clean is licensed as a service provider. A copy of our business license is attached.
Naturally Clean currently conducts reference checks and requires our staff go through extensive training. Shortly we will begin conducting background checks and drug testing. Our staff is bound by a Non-Compete Agreement; please do not approach and attempt to hire our staff outside of our company.
Your Personalized Cleaning Checklist
A cleaning plan is a step-by-step guide to what is going to be cleaned at your location. It will list each room that you requested to be cleaned, all tasks that are to be completed to clean it and the products and appliances used to clean it. It will serve as a reference and communication tool and help us consistently provide you with the most thorough services possible.
The plan will also include any special notes regarding information such as where trash and dirty water are to be discarded, keys, codes, alarms, safety notes, emergency contact numbers which pertain to your premises and whether we are to bring in mail and newspapers.
Estimated task times take into consideration:
Any heavy objects you want moved out of the way. Otherwise we generally move anything that can be moved out of the way with one hand, while dusting, vacuuming or mopping for example.
Several small objects that may need to be moved. For example, removing a knick-knack or picture frame collection completely from a tabletop, dusting the tabletop, dusting each object and returning the collection to the tabletop.
Any buildup of dust, kitchen grease, burnt on food, old spills or soap scum that needs extra scrubbing, pet hair, hard water and lime stains, or wax buildup.
Intricate objects or furniture.
The number of area rugs that need to be vacuumed/beaten, rolled up and removed before being able to clean the surface underneath and then put back.
Please understand that a thorough cleaning job is a time-consuming process. We strive to provide quality work, and we take extra care and precaution with all of your possessions.
Changes
If you wish to make a permanent change to the cleaning plan once it has been completed and signed, please contact the office with the changes desired and allow up to two weeks for a second draft to be drawn up, delivered, reviewed, signed and a copy provided to you.
Smaller changes can be accommodated more easily and immediately.
Keep in mind that making a change to the cleaning usually means the estimated task time will change. This means your allotted time may change; so remember, we may need time to make arrangements to accommodate your request.
Again, please do not leave notes for, instruct, or make requests to our staff directly.
Additional Services
The following services listed below are not included in the checklist by default and require specifically to be added. They are charged in accordance to the current hourly rate, unless otherwise specified. Sometimes heavier duty tasks may incur a higher charge per hour than less strenuous maintenance cleaning.
Post construction clean-up
Move-in, move-out clean-ups
Garage and attic clean-outs
Window cleaning, both sides ($5-$12 per window)
Woodwork washing by hand
Scrubbing floors by hand
Washing or scrubbing walls, including paneling
Chandelier cleaning
Deep edge vacuuming
Vacuuming drapes
Vacuuming furniture
Cleaning shower curtain liners
Cleaning the inside of the refrigerator
Cleaning inside the oven
Polishing, oiling or conditioning leather or wood furniture
Polishing kitchen cabinets
Change bed linens This can include removing old linens, bringing them to laundry room, and placing fresh linens, you have set out, on the bed.
Cleaning patio furniture
Watering plants
Pet care: feeding pets and changing litter (additional gas costs may accrue if it is not performed at the same time as regular visit)
Cleaning plant leaves: silk or real
Vacuum Mattresses
Dust inside china cabinets and clean glass
Carpet cleaning
Additional Services Coming Soon
Floor striping and refinishing
Upholster cleaning
Filter changing, such as furnace