Information & Policies
Though we love helping our customers with every need they have, there are a few things that we need to address before you sign up with us!
We offer a 100% satisfaction guarantee on all of our services. If you have a concern, please contact us within 48 hours of your cleaning and we will come back an re-clean that area to your satisfaction at no additional charge. Please note, we do not offer refunds or discounts on services performed.
We accept cash, check, credit/debit cards via Square, Venmo, ApplePay and PayPal. For established clients, we are happy to invoice you after services are performed. For a first time clean or one time clean, we require payment in full up front at the time of service. This can be done through the electronic payments listed above or payment can be left in your home when we arrive.
Tipping is always welcomed and appreciated, but never expected. If a tip is included on an invoice, we will ensure that 100% of that is passed on the employee it was intended for.
We will always respect you and your home. We will never disclose or discuss your private information outside of company use. Personal Information such as names, addresses, security codes, etc are kept in the strictest confidence. At times we may take photos of your home (with your permission) for documentation purposes, but those will never be shared or released without your explicit consent.
Before your appointment:
Please make sure your home is ready for us to arrive. This includes picking up clothes, shoes, toys, etc. Make sure that dressers, counters, vanities etc. are cleared off and ready to be cleaned. We reserve the right to skip an area or work around items that are not put away. We want to provide the best cleaning possible, please help us achieve that by prepping prior to our arrival.
We do not clean up any biohazardous material: Blood, vomit, urine, feces, either human or animal. We will work around those areas if a bio-hazardous material is present. We are happy to discuss this further with you in person.
The jobs performed are the tasks that are included in the checklist provided to you at the initial quote and provided on our website, and will also be provided and reviewed at your initial walk-through. We are happy to include additional services at your visit, however we kindly ask that you notify us of any add-on services prior to your appointment, so we can ensure that we allow adequate time to complete all tasks. See our packages above for extra services provided.
Upon hiring Eco-Friendly Home Services, you agree not to hire or attempt to hire any employees introduced to you by Eco-Friendly Home Services for any home related service.
If an insect infestation such as fleas, roaches, bed bugs, headlice, 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. If an infestation is discovered prior to your appointment, we ask that you let us know immediately so we can cancel services until the issue is resolved. While we take care to sanitize our supplies and equipment between homes, we will not risk exposing our other clients.
Please notify us immediately if your appointment needs to be cancelled or rescheduled. Cancellation within a 24 hour window of your appointment will result in a cancellation fee that equates to half the price of what your service would have been. If we need to cancel for any reason, we will offer a free closet organization at your next appointment, a value of $250.
Please be respectful of our staff, and the potential to spread germs/diseases to other clients. If you or a member of your family are sick, please notify us immediately so we can reschedule. This includes the flu, strep throat, any fever, vomiting, or diarrhea, or any other potentially contagious illness. We do not want to expose our employees or other clients. If we arrive at your home to find you or a member of your household is ill, we will not provide services for that day, and a turn-away fee of 50% of your normal service fee will apply.
If an employee is sick with a potentially contagious illness, we will reschedule you as soon as the illness is over and offer you a free closet organization at your next appointment, a value of $250.
If we arrive at your home for a scheduled cleaning, and cannot obtain access to your home for any reason, you will be charged for your normal cleaning fee, due before the next cleaning is performed.
Severe Weather Policy:
We always try our best to keep scheduled appointments. However, we will not risk the safety of our employees if the weather is severe. We will take each incident on a case-by-case basis, and if we feel we need to reschedule, you will be contacted immediately to reschedule.
Our company will be closed for the following holidays:
New Year's Day
Martin Luther King Jr. Birthday (This is a volunteer day for our team!)
Fourth of July
Day after Thanksgiving
New Year's Eve
If your regular cleaning falls on one of the above holidays, you will be contacted prior to reschedule.
We take safety seriously at Eco-Friendly Home Services and if we believe our employees are in danger of any kind while in your home, we reserve the right to leave promptly and provide notice to you of the safety issue.
Harassment or hazing of any kind to our employees, including but not limited to sexual harassment, will not be tolerated and will result in the end of service immediately as well as possible legal action; this policy also applies to our employees and if caught participating in any sort of harassment, will be terminated immediately.
We always provide our own supplies and equipment. We will work under the assumption that all surfaces in your home are in good repair, and will not be harmed by the use of normal everyday household cleaning products.
We are happy to use a specific product in your home, if requested, so long as it is an eco-friendly product. You will be responsible for providing those products. We do NOT provide or use bleach. If we feel a specific product will cause damage to a surface, we will advise you of our professional recommendations. If you still want that product to be used, we will require you to sign a damage waiver prior to use of that product. In addition to this, please note that our company prides itself on the products we use as being eco-friendly not only to our environment and your home, but to our employees as well.
If we are responsible for damage or breaking an object while in your home, you will be contacted immediately to notify you. We will make every attempt to repair, replace or pay for the damages that we incur. We ask that any valuables or irreplaceable items are put away prior to our arrival. While we take every precaution to not cause damage, accidents can happen. We would hate to break or damage something that cannot be replaced, or is very sentimental to you.
We will not assume responsibility for items that are not secured properly ie: Mirrors not attached to the wall, pictures not secured, etc.
A watchful eye:
We will get to your home intimately as we clean it regularly. With that said, we are always mindful and have a "watchful eye" for things that seem unusual and will bring to your attention immediately. Examples of this: mold around a window, a stain on the ceiling from a water leak or ice dam, crack in the wall, or even items within your home such as a loose leg of a dining room chair.
As the pandemic continues to unfold and evolve into new variants, following the recommendations of the CDC and state guidelines, we are taking the necessary steps to keeping you, your family and our team safe!
Our team are fully vaccinated and we also sanitize all of our equipment before we bring it into your home to ensure no further cross contamination. We do have a vacuum to use however, we will ask each client to provide a vacuum as to not cross contaminate from house to house if possible. We are happy to wear masks and gloves in your home if you prefer!
We do ask that you help us with this process and politely and graciously ask that we use the vacuum in your home until Covid-19 has passed, changed, etc. We are also happy during this time, to offer a cleaning of your vacuum once we are there for further safety and freshness to your home! We simply ask that you let us know in advance so that we can bring the proper tools to do so!
We thank you for your cooperation and understanding!
Continue to stay safe, healthy and know we are here to answer any other questions that you may have!