The Fairy Cleaners - Policies
The Fairy Cleaners - Magic Cleaning Services
 
 
 
 
Policy & Procedures  Policies  Please be sure to read and understand The Fairy Cleaners policies and procedures.
 Service Agreement   We would like to take a moment and thank you for choosing The Fairy Cleaners for your cleaning needs. We strive to exceed our customer’s expectations.  However, in order to have a smooth business relationship here is our company policies and procedures.  The Fairy Cleaners reserves the right to make any changes to any part of this service agreement without giving any prior notice.  By ordering TFC services by telephone, e-mail, or it’s website the client accepts and agrees to The Fairy Cleaners service agreement.   Service Guarantee   The Fairy Cleaners strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify our office within 24 hours of service in order for us to address and correct the problem. If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge, but If client does not notify us of any complaints within the 24 hour time period, unfortunately we won’t be hold responsible nor will you be compensated for the inconvenience. . Please keep in mind that, if you have purchased hourly services, we can only guarantee that a cleaner will stay for the specified amount of time (minimum of 2 Hours service per visit). We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.  TFC won’t be responsible for any accidents or damages during services performed with other companies present of any kind.  TFC provide all equipment and products needed, however, this does not include supply for the household/business or where the cleaning is performed.  Employees   All employees go through rigorous training to learn every aspect of the detailed TFC’s Services. They know what is required and what is expected on every cleaning visit. For your protection and peace of mind all employees undergo a background check, reference check, and drug screening during the hiring process.   Lifting & Climbing   Our employees are very important to us, and we are determined to keep them safe, so they do not climb ladders with more than 3 steps, move anything heavier than 35 lbs. or clean any out-side window with hard reach. These types of activities put our team in danger and in risk of injury or could even damage something in your home/business. If you would like us to clean under appliances like a refrigerator, oven or furniture such as a sofa, please move it prior to the cleaning visit to allow access to the area.  Assigned cleaner:    Your assigned Fairy cleaner is indicated on your client data sheet. This person will be your regular cleaner with the exception of illness, vacation, or personal emergency. In the event your assigned cleaner ends employment with the company, he or she will be replaced with another trained cleaner who has been briefed on the details of your home/business and cleaning services.(Please if you wish to have extra services DO NOT simply ask our staff, to do so you will need to contact our office to request this services, Staff will only accomplish the check list given for your property). A $2500 fee will be charged to any client who hires any employee of The Fairy Cleaners while they are employed for the company or within one (1) year following the employee’s last day as an employee of the Fairy Cleaners.  Appointment / Arrival Time   If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of 1 hour. Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival. Please be sure your home/business is accessible to our cleaning crews. If you are not at home when we come to clean, please deactiate your security alarm prior to each scheduled visit, or provide us with a code/key.  Upon our first visit to your house/business, please indicate to our estimator the areas that need our cleaning service. We will then evaluate the amount of work needed to complete the job and charge you accordingly. You will receive our routine plan and our service agreement with all our requirements in the case of there be additional areas needing service at a later date, please notify TFC 24hrs in advance and we will adjust the schedule and billing rate to incorporate these changes. Last minute changes to the schedule may not always be accommodated.  Prior to the cleaning service, please remove all items that may delay our cleaning service. This will maximize efficiency and minimize the time we spend to clean your place. If you prefer that our cleaning team remove these items, we will add the additional cost and charge you accordingly. If you have any irreplaceable, collectable or expensive objects, we ask that these items be secured or put away in order to avoid priceless accidents.  For safety reasons, we ask that your children be supervised while our staff and equipment are present.   Our staff is 100% pet friendly, however we ask you please secure all pets that are dangerous to our employees inside and outside.   We do not clean up blood, vomit, human or animal feces. We assume no liability to damage or loss of items that were not properly stored or secure. We do not touch desks unless they are straightened, empty, or asked by the client. We assume no responsibility to papers on desks.  Extra Services  If you require extra services or additional cleaning on your scheduled cleaning day, please contact us 48 hours in advance so we may allow the extra time needed at your home and we can give you a quote for the additional services.  Payments & Cancellations    All payments must be made on or prior to the day of your scheduled cleaning service. For your convenience, we gladly accept cash, checks (payable to The Fairy Cleaners) and credit/debit card payments. Clients paying with cash or check may leave payment at their residence in a sealed envelope. All clients with a Service Agreement are required to have a valid credit card on file, credit card will be charged automatically on scheduled day of service.   There is no charge for canceling a regularly scheduled service with more than 48 hours’ notice.  However, If our team arrives at your home and prevented from rendering services, or entry for any reason (change of mind, change of locks without notification, vacation without notification, refusal to remove animal, or any other safety hazard) the full charge for the visit will be made.  We require at least 2 days’ notice for the cancellation and or rescheduling of any scheduled appointment. In the event of cancellation or rescheduling with less than 2 business days’ notice, a cancellation fee of $50 will be charged. We are very strict on our cancellation/rescheduling policy to ensure consideration and respect to our clients’ schedules and employees as well, please honor it.   Receipt:   If a client would like a receipt please let us know. We will print one or e-mail it. All credit card transaction is auto-receipt (if email / phone number is provided).  Returned Checks:   Returned checks are subject to a $25.00 processing fee in addition to the unpaid balance, and may incur late payment fees if issue is not promptly remedied. The unpaid balance must be paid by cash or credit card immediately upon notification.   Late Fee:   Overdue payments are subject to a late fee of $25.00.   No payment Upon Arrival:  If no one is home upon our arrival and there is no payment left behind, we will contact you immediately for a credit card. If you are unavailable or do not wish to use a credit card, we will have to reschedule your appointment. Cancellation fee apply.  Temporary Suspension of Services:  If you will be away from your house for an extended period of time, we request that you schedule the cleaning service just before you leave, but not after you leave. This is to ensure that you have a chance to see our work and be the last to leave your home.  Refunds:   The Fairy Cleaners shall have no obligation to refund any amounts paid by the client, but TFC may choose to do so in its sole and absolute discretion. If TFC agrees to pay a refund, please allow 14 to 30 business days to receive that refund. A 15% administration fee will be charged and taken out of the original payment price  Damaged/Broken Item(s)   We treat our clients property with the utmost respect and care as we treat our prospective own homes and offices. Therefore, TFC reserve the right to take inventory of all item(s) within designated areas to be cleaned, in the event something is damaged or broken, we will gladly refund and/or pay for these inconveniences.   TFC is licensed and insured well beyond the minimum amounts purchased by many housecleaning companies. Ask our office for details on insurance limits.  TFC is not responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require this type of attention. 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 house as a result of our cleaning service, the client must notify TFC within the day of service or the client will be denied compensation.  If you are issued a refund or compensation, please allow a minimum of 15 to 30 business days to receive that refund. In most cases a company check will be processed and issued. In no event will TFC be held liable or be responsible for any consequential, special, indirect damage   Holidays:   The Fairy Cleaners is closed on all major holidays. If your scheduled cleaning falls on a holiday, we will call or send you a letter to reschedule your cleaning one to two weeks prior to your cleaning. Please check our holiday scheduling.  Move In/Move Out/Post Construction Cleanings.  These are deep cleanings in a house or apartment where there is little or no furniture, or in a home that has had recent construction. These cleanings are done hourly from a list of priorities constructed over the phone with The Fairy Cleaners Operations Manager.