Standard Policies & Procedures
Our team is committed to providing attention to detail and high quality cleanings. To ensure everything runs smoothly and professionally, we’d like to establish a standard set of rules and policies so that you get the most out of our services.
Safe Work Environment
As the summer heat rises, we kindly ask for your help in creating a safe work environment for our employees. To prevent heat-related problems like exhaustion, please set your thermostat to 70º or lower during our cleaning visits. Your cooperation ensures the well-being and productivity of our team. Thank you for your support in keeping everyone comfortable and safe.
Deposit
Please note that in order to ensure your spot in our schedule and confirm your appointment, we require a 50% deposit upfront on all services. This deposit goes toward the cost of your cleaning service. In the event that you need to cancel and reschedule, you must provide at least a 48 hour notice. If you are unable to provide such notice your deposit will be collected as a late cancellation fee. In order to reschedule you must provide another deposit.
Dish Cleaning
We offer dish washing as an add-on service! Please note that our standard cleanings do not include washing dishes and our cleaners will not be able to clean a sink that is full of dirty dishes. Unless dish cleaning add on is requested, we do not clean dishes if it’s more than a few items such as a cup/mug knife/fork. If the sink is filled with dishes upon arrival, and the client does not have ‘Dish Cleaning’ as an add-on item, we will be unable to clean the dishes or the sink.
Move In / Move Out
In order to service a move out / move in cleaning, we ask that the home is completely emptied.
Dust Flippers Policies
In the event that we arrive to a cleaning and have to reschedule/cancel due to any, but not limited to, the following reasons we will collect the 50% security deposit as the late cancelation fee: unprepared, access issues, unreasonable conditions.
Unprepared
If the home is not prepared for the service we agreed upon, or is in such a condition where our cleaner is unable to complete the service at a level of high quality. For example, if you scheduled a move out cleaning and the furniture is still inside the home upon our arrival.
Access Issues
Please be certain your home is accessible to our cleaning crews. If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit or provide us with the proper access instructions. If our cleaners are unable to access your home or are turned away upon arrive for any reason, a fee of 50% of the bill due for the service that would have been performed will be applied. For their safety and to comply with Federal OSHA regulations, our cleaning technicians are prohibited from using ladders other than company provided ladders and are instructed to wear shoes in your home. Thank you for understanding.
Unreasonable Conditions
We completely understand sometimes cleaning can be difficult, and we are here to help. In the event that we arrive at a residence and we discover the home is neglected (without communicating the honest condition of your home prior to a quote/appointment), we will have to discuss a new price and charge as accordingly. If you choose to not go ahead with the service there will be a $50-$100 fee for our time, travel, and cancellation. We ask for full transparency on the condition of the residence. Examples of cleaning neglect include, but are not limited to: - Not adequately wiping down surfaces after cooking, spills, pet waste, etc. - Excessive grease buildup on appliances, cabinets, floor, etc. - Insect infestation(s) - Mold - Plates / bowls / trays with past meals present - Food on floor
Insect Infestation Policy
We inspect all homes for signs of bugs prior to starting a clean. If an insect infestation such as fleas, roaches, bed bugs, head lice, ants, etc, is encountered while cleaning, services will be suspended immediately, and the client will be notified. Services will not resume until proof is provided that the infestation was treated properly. For bed bugs, proof from a certified exterminator will be required. In addition, if an infestation is discovered during the cleaning process and it is determined that the infestation originated from the client's home, the client will be responsible for replacing any cleaning equipment that may have been contaminated as a result. This includes but is not limited to mops, brooms, vacuum cleaners, and any other supplies or equipment used during the cleaning process. The replacement equipment must be of similar quality and functionality as the original equipment. Furthermore, we kindly request that if an infestation is discovered prior to your scheduled appointment, you inform us immediately so that we can cancel services until the issue is resolved. We take the necessary precautions to sanitize our supplies and equipment between homes, and we prioritize the safety and well-being of our other clients.
Schedule Changes or Cancellations
We understand that life gets busy and schedules change. In the event that a scheduled cleaning service must be rescheduled or cancelled, we kindly ask that our clients notify us 48 hours in advance. This gives us an opportunity to fill that spot and keep our employees working a full schedule. When a client cancels with less than a 48 hour notice a fee of $100 will be applied. If a scheduled cleaning is skipped we may need to charge a higher rate for the next scheduled visit due to the extra work needed to complete that cleaning service. For permanent cancellation of the cleaning service, we ask that the client notify us two weeks in advance.
Personal Items and Belongings
Prior to the cleaner's arrival, please remove all items, clothing, toys, etc that may delay the efficient cleaning of your home. This will maximize productivity and minimize the time we spend to clean your home. If you prefer our cleaning technicians remove these items, we are happy to do so and will add the additional billing time with corresponding charges.If you have any irreplaceable, collectable, or expensive objects, we ask that these items be secured or put away in order to prevent any accidents. Dust Flippers will not be responsible for damage due to improper installation of items. Please inform us of any items in your home that require special type of attention.
Breakage and Damage
The cleaning crew will immediately notify the client of any accidental damage that occurs during each job. In the event that the client finds any damage in the home as a result or our cleaning service, we ask that you notify us within two (2) days after the service. If notification is made past the two (2) day time period, Dust Flippers reserves the right to deny compensation.
Pets
It is mandatory for clients to ensure the safety of our cleaning technicians by securing any pets, both inside and outside the residence, during cleaning services. In addition, please note that Dust Flippers will not be responsible for cleaning up after pets.
Children
For the safety of your children, we ask that they be supervised while our staff and equipment are present in your home.
Post-Cleaning Communication
After your cleaning is completed, we ask that you please do a final walk-through with your cleaner so you can point out any problem areas in the home that you would like to be readdressed.Our ultimate goal is ensuring that every client is happy with the service we provide. If you find any problem areas throughout the home after your cleaner leaves, we ask that you please notify us within 24 hours so we can schedule you a free re-clean.
Before and After Photos
Before and after photos protect both the client and the cleaner. We document any damages, stains, cracks, peeling, and warping BEFORE we begin our scheduled cleaning. We do this to ensure that it is brought to the home owner's attention and to ensure we are not held liable for damage we did not do. If you have anything that is visibly broken or very close to being broke please notify us immediately so we can inform the cleaner prior to the visit. To ensure the privacy of each client, these photos will not be shared outside our internal servers.