A Cut Above Housekeeping

Terms

Service

of

Terms of Service

(Understanding Our Service and Our Promise To You)

A Cut Above Housekeeping is a licensed, bonded and insured housekeeping company that has been been operating for 16 years in Washington State. There are several things that make us unique in the marketplace. First and foremost - We are respectful of your time and the items you have in your home. We arrive on time (to the best of our ability) and we will not cancel you last minute (or worse, just not show up at all!). We bring our own products and equipment designed to clean your home thoroughly and efficiently. We want you to be happy. We have bet our reputation on it!


If you have looked around a little at our competitors, you will immediately see that we take EXTRA CARE in making sure you are happy with our service-generally for the same or less money. Also, we don’t skip things because they are “difficult” to do. Just understand, that the more clutter there is, the longer it will take to clean. You are always free to indicate areas you want us to skip in lieu of other areas in your home you’d like more attention paid to. We are not bound to a certain routine. Our business model reflects each client’s unique needs.


These Terms of Service have been created to help you understand what services are and are not included when you purchase cleaning from A Cut Above Housekeeping.


Our goal has always been to meet and exceed your cleaning expectations each and every time we arrive to your home.


These Terms of Service will also help you understand our guarantee, billing and cancellation policies, but , most importantly, this information will help resolve most of the perceptual disparities between what is expected and what A Cut Above Housekeeping can actually provide. Everyone wins when we are all on the exact same page!


By scheduling a one time or recurring service with A Cut Above Housekeeping you are agreeing to accept the following terms and conditions.


Our 100% SATISFACTION GUARANTEE

If you are not happy with any area(s) we have cleaned, simply call us within 24 hours and we will come back and re‐clean it free of charge. Our cleaning staff must be allowed to come back into the home within the next 2 business days. We can’t offer a refund, but we CAN make it right!


Billing and Payment:

We make it is easy as possible to pay for your cleaning! We accept cash, check, credit/debit cards and payment through PayPal.


You can also pay through our “Book it Now” feature on our website. Your card information will be stored and we will charge your card only after your cleaning is complete.


If you are paying by cash or check, payment is expected at the completion of your service. If your cleaners have to wait on you to be paid, that time will need to be added to the cleaning bill.


Arrival Times:

We strive to be standing at your door 2 mins before your scheduled cleaning. However, we do business in the Greater Seattle and Surrounding areas which means that heavy traffic can play a significant role in what time we can arrive.


We schedule you with that in mind, however, anything can suddenly happen on our roadways causing significant delays. Please allow for a 30 minute window. If we will be later than 30 minutes, you will receive a call or a text with our estimated arrival time provided by Google Maps.


Thank you for understanding that heavy traffic can thwart even the best of intentions!



Gaining Entry / Departure Protocol

We understand that it may not be possible for you to be present when we clean your home. Although we love having you home, it often doesn’t happen that way. Should you not be able to be home when the housekeeper(s) arrive, we will need a clearly defined way of gaining entry to clean and the protocols for locking your home when we leave. A Cut Above Housekeeping will not be held liable for a home or any of the contents therein that has been left unlocked per your instructions.



There are many entry/departure options available to you.


Keys can be put into a lockbox that we provide for you. Keys will be returned to the lockbox when your service is complete and used to gain entry for the next cleaning. Lockboxes are provided free of charge to weekly and bi-weekly clients. Monthly clients will incur a $43 deposit fee on the first cleaning to cover the initial cost of the lockbox. At the end of our relationship, we will refund your deposit and remove the lockbox or you can keep the lockbox and we keep the deposit fee.


Garage codes can be given. Also, entry codes can be created just for your housekeepers so that you can keep track of entrance times and dates.



SECURITY ALARMS

A Cut Above Housekeeping is not responsible for any charges from local police departments or security companies which are called out due to an activated alarm which we were not able to disarm.


LOCK‐OUT FEE

You are responsible for providing cleaning staff access/entry to your home. If our cleaning staff cannot enter your home for any reason, you will be charged the full cost of the estimated service cost. If our cleaning staff has to wait for you to arrive to unlock your home, charges will be billed from the start of our designated arrival time and not the time you show up to unlock the door. Conversely, we will need to bill you up to the time you return to lock up your home if you have asked us to wait for you to do so.


Pets

A Cut Above loves all of our client’s pets!! Our staff knows to never leave a door open to the outside even when loading equipment in and out of your home. Your pets are totally safe with us! In order to make sure your housekeepers can keep your pets safely inside your home, TELL US THEY ARE THERE BEFORE WE ARRIVE, even if they are just visiting for a short time and/or do not belong to you. If we know they are there, we will be on the lookout and prepared to greet them before we open your door.


Feces, Urine and Other Bodily Fluids

Our housekeepers come prepared with state of the art equipment designed to efficiently help us clean your home. We can’t touch feces of any kind, nor can we vacuum up dried feces. Doing so will compromise our equipment. Urine that is on the floor can only be mopped up, however, we can not resolve any damage (staining, surface damage) the urine caused due to the length of time it sat.


Pet Cages, Enclosures, Waste Disposal/Cleaning

Our housekeepers can not clean any type of pet cages, litter boxes, enclosures or runs, nor can we give advice about what products should be used to clean such things.


These include, but are not limited to: Bird cages, bird trays, dog kennels, small animal enclosures (mice, hamster, guinea pig, rabbit, gerbil, etc), We can not offer advice on the care and feeding of any pet, nor can we give advice regarding medication, behavioral training or emergency care. Please contact your vet or other emergency service that is specifically designed to handle these types of questions/situations.


SCHEDULING CHANGES

We work hard to provide you a cleaning day and time that fits perfectly into your busy schedule! We also understand that life happens sometimes and a cleaning appointment has to get moved.


Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment. If you can provide us with at least 3 days advance notice of any scheduling changes, it gives us an opportunity to find another home that needs our service.



Cancellation Policy:


Definition of "Cancellation" (There are several types of cancellations)



Definition of "Cancellation"

and

Cancellation Policy



We define a cancellation as follows:


*The request to not come and perform a scheduled cleaning on the day/time it was booked.

*The request to reschedule a booked appointment to another day or time in the future

*Refusing service when the housekeeper is there and ready to work

*Forgetting to leave a key or other entry protocols and your housekeeper can't gain entry *lock out

**Credit/Debit card failure during the "hold" process (done the morning of your cleaning)


Short Clean / Modified Cancellation (sudden time reduction):

*Reducing the number of cleaning hours you booked once your housekeeper(s) are on site (see below)


If you have booked for a certain number of hours and decide after we arrive you'd like less hours than you booked for, we'll have to charge you for what you booked for originally. Booking time can be always be changed, we just need time to change it. Cleanings in the future can be amended, we just can't amend times after we show up on the day of servce.


Cancellation Fees:


Short Cleanings / Modified Partial Cancellation: Customer is responsible for 100% of the booked cleaning


72 hours or less: = Customer is responsible for the full amount (100%) of the cleaning that was booked.

*includes lock out **includes failed card payments



Parking:

If we have to pay to park because parking is not available at or near your home, we will have to add this to your cleaning bill. Also, if parking is not available on the the block you live on, the extra time it takes to bring supplies and equipment to your home twice (loading in and loading out) will also be added to your fee.


Time Overruns:

Time overruns happen occasionally Sometimes a home will simply take longer than we expected. We can't really know the extent of build-up from the quote software.


You have a couple of options regarding time overruns.

~We can stop cleaning when a predetermined number of hours has been worked, done or not. Please leave instructions for us about what you want left undone should there not be enough time.


~We can contact you before we hit our time limit and ask you what you’d like us to do. Please let us know how you’d like to be contacted

(call, text, email)


~We can simply, by prior arrangement with you, continue working and bill for the total numbers of hours we used to clean your home.


Over-Estimated Cleaning Time:

If you prepaid, we will refund the amount via the same method you used to pay for your service with in the first place. If we have overestimated the time it took to clean your home, we will refund you whatever portion of the fee that wasn’t used. This is what usually happens. We love giving refunds and/or a lower final bill! We will never slow our work down to ‘meet the time limit’. This doesn’t make for happy clients or happy housekeepers!



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Expectations VS Reality

Here we try to resolve perceptual conflicts

before they happen



In order to provide you the best and most accurate quote, please be as honest with us as

possible regarding the condition, congestion and build-up in your home.


The more we know about the actual condition

of your home, the happier everyone will be when it is complete.


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


Rule of Thumb

**Service times increase as the visible surface areas decrease**



Chronic Trouble Spots


Mini- Blinds: A Cut Above can’t wet wipe mini blinds of any kind. We can dry dust them only. Most mini blinds get brittle and fragile as they age due to UV light from the sun. Also, to wet wash them would take us far longer than the cost of simply replacing them. There are services dedicated to cleaning mini blinds for this reason. You CAN expect us to dry dust them.


Window Tracks: Your housekeepers will wipe out the tracks on your windows and slider doors, however, they will not appear perfect and you can expect that some dirt will still be visible even after cleaning. We’d be happy to devote the time to make them glisten perfectly, we just need you to tell us that you’d like that done. It takes a long time to make window tracks whistle clean and this will increase your bill and the amount of time we spend inside your home.


Mold / Mildew / Urine Stains: Toilets, showers, tubs and sink surrounds can develop mold,mildew and the buildup of urine deposits. Once allowed to penetrate the surface of the grout or grow underneath the caulking, the discoloration they created may never go away completely. Our housekeepers are skilled at removing the mold, mildew and urine deposits, however we can only chemically treat the stain that is left behind. Your surfaces will look remarkably better, but may never appear perfect. No amount of scrubbing will kill the mold UNDER the caulking or INSIDE the grout and no cleaning agents will reverse damage to surfaces that urine has been allowed to create deposits on. To completely eradicate this problem, you may wish to consult with specialists to replace your grout or caulking.


In our experience here in the Pacific Northwest, showers and tubs can quickly develop mold and mildew within a 2 week period. If you wait longer than that to deeply clean your tub, sinks and showers, it’s likely that no one will be able to remove the stain once it develops.


Kitchen Cabinet / Cupboard / Drawer Fronts: Many things can damage cupboard, cabinet and drawer fronts. Food and grease allowed to sit on surfaces, scratchy abrasive pads and the oil in your fingertips are all culprits. Our housekeepers are trained to use the correct tools and cleaning solutions on your cupboard / cabinet and drawer fronts. Cleaning solution will be applied and they will all be wiped down once. With heavily soiled kitchen cabinets, cupboards and drawer fronts, it may take several cleanings to restore them to the best they can be.


Inside Oven Cleaning (deep cleaning): To keep your costs low, please use the “self-cleaning” feature on your oven a day or two before your service is scheduled. Please follow all manufacturer instructions. This will allow the oven sufficient time to cool down so your housekeeper can wipe it out and address any problem areas still visible. Otherwise, it will take twice as long to clean, which is ok for us, but you need to be aware that there is quite a big difference in cost to you.


Cleaning Under and Behind Large Appliances (Stove/Fridge/Dishwasher/Washer/Dryer): We can't move any appliance away from the wall to clean under and behind it. Even if they are on rollers. If you'd like that done, you will have to move the appliance out and either leave it pulled out or return it to it's place after it's been cleaned behind. Should the floor or cabinetry become damaged during the moving of an appliance, we could be held liable so we can not, under any circumstance, move large appliances or large pieces of furniture.


Dusting: As your housekeeper(s) move through your home cleaning, dust will be aerosolized (thrown up into the air) by walking, dusting, vacuuming furniture, sweeping and floor care. Dust will then slowly re-settle (this can take hours) and be visible on surfaces after we have left your home.


To minimize this, we use state of the art equipment made for environments that need extreme dust management such as schools, hospitals and libraries because of it’s superior ability to manage dust.


However, some dust will still settle after we have left. This does NOT mean that we have not dusted your home. This means that whatever dust was up in the air from the activities of cleaning have finally ‘landed’. The more frequently you clean the space, the less dust you'll have.


What we can’t dust: We utilize extension poles with various attachments to clean high ceilings, fans and window sills that are located well above our heads. We can’t dust items that are on high shelves (taller than someone on a 2 step step stool can reach), and we also can’t dust anything that hangs that we can’t secure by holding with one hand and dusting with another.


Mopping: If you or a previous cleaner primarily used Swiffer Wet-Jet type products on your smooth floor surfaces, actual real mopping (like we do) may cause some initial streaking once the floor has dried. Correctly mopping your floors will cause the residue left behind with those products to begin to break down and to become cloudy. This should resolve in the next cleaning. The longer those products were used on your floors, the longer it will take to get it all cleaned up and streak free.


Damage/Breakage (Ohhhh nooooo!): We are extremely careful and mindful when cleaning your home. We take extraordinary care with your things. In 16 years we have broken exactly 3 items (2 small picture frames and 1 bud vase). We clearly have an amazing track record~!


If we break something in your home, we will photograph it and text you immediately. We are bonded and insured. We know that you will know if something becomes broken or damaged, so we have absolutely no reason to lie about it. We build better relationships by being honest.


If you have items in your home that are already damaged, unstable or delicate, heirlooms or art/collectibles worth more than $100 please let us know before we begin cleaning.


We are not liable for damaged caused by normal “wear and tear”, snag damage to carpets, breakage caused by improperly hung art, light fixtures and tapestries, broken mini-blinds, extremely delicate and/or unstable decorative items, knick knacks, collectibles and artwork.


We are also not liable for damage resulting in a lack of maintenance and/or improper tools or cleaning agents/techniques used prior to our visit (such as pumice stones used in toilets) These will be photographed and documented prior to us cleaning them.


It is the client’s responsibility to inform A Cut Above Housekeeping of any such items currently in the home or brought into the home after our arrival that falls into this category.


Cleaning Computer / TV / Display Screens:

A Cut Above does not clean (but will gently dust) electronic display screens for TV’s, computers or other types of electronic displays

-Should you want us to clean these types of screens, we will gladly do so.

*You will need to provide the cleaning solution and the cleaning cloth to be used. Cleaning solution must be in the original packaging and have written manufacturer's instructions for use which we will follow exactly as written.


Furniture Polishing / Oiling / Metal Polishing:

A Cut Above Housekeeping will be happy to polish or oil furniture or clean and polish metals. We simply need you to provide us with what you’d like us to use, and written instructions for it’s use. Indicate exactly what items you want done. We’ll make them gleam!


Washing Walls :

A Cut Above Housekeeping does not generally wash entire walls. Our staff is trained to spot clean walls. We'll remove hand/fingerprints, spills, splashes and food.



Move Out Cleaning Terms of Service


~~Rule of thumb~~

The longer you have lived there,

the longer the cleaning time



Move out cleaning is a category all to itself. Moving can sometimes be a hectic and frustrating experience.

I'm glad we could help you with the cleaning aspect of your move!


Please tell us if you want the following services which are not included in our standard move out services. These items significantly increase the amount of time we'll be spending on your cleaning.


Interior windows washed (within reach)

Extra attention for cabinet, cupboard and drawer fronts (We do clean all cabinets and drawer fronts by washing them down thoroughly, however, most homes require a significant amount of extra scrubbing time to get them really clean)

Oven cleaning without a self-cleaning cycle prior to our arrival

Entire walls washed. Indicate the number of walls you need completely washed down.


Sometimes it's assumed that because a home is empty of furniture and the drawers and cupboards are empty, the cleaning will be quick. Unfortunately, not only is it not quick, it can take up to twice the cleaning time a regular routine cleaning would take!




INCLUDED in your move out cleaning are the following services


Kitchen

Kitchen appliances cleaned, in and out

Kitchen cupboards, cabinets and drawer fronts scrubbed down and dried *see below

All cabinets, drawers and cupboards washed out and dried *see below

Sink and counters scrubbed and sanitized

Backsplash(s) cleaned

Window sills / tracks wiped down *see below

Blinds dusted *see below

Walls / doors spot cleaned

Baseboards wiped down

Vents wiped off

Switch plated and outlets wiped off

Floors thoroughly cleaned

Light fixtures cleaned (within reach)

Cobwebs removed, corners cleaned


Bathrooms

Toilet, tub, showers, sinks and counters scrubbed and sanitized *see below

Window sills and tracks wiped own

Light fixtures cleaned (within reach)

Switch plates and outlets wiped off

Cabinet and drawer fronts scrubbed and dried *see below

Inside all cabinets and drawers wiped out and dried

Baseboards wiped down

Vents wiped off

Walls and doors spot cleaned

Cobwebs removed

Floors scrubbed


All Other Rooms

Cobwebs remove, corners cleaned

Window sills / tracks wiped down

Walls / doors spot cleaned

Baseboards wiped down

Blinds dusted *see below

Light fixtures cleaned (within reach)

Washer / Dryer wiped off

Switch plates and outlets wiped off

Floors swept, mopped, vacuumed


A move out cleaning does NOT include

-Interior window washing

-Entire walls washed

-Removal of hard water stains on glass shower doors or any other surface

-Mini-blinds wet wiped or washed

-Cupboards, cabinet fronts and drawer front returned to perfection (we will wash them down thoroughly, but what has been stuck to them for years takes longer to remove than a move out cleaning can provide)

-Vacuuming out of fireplaces (we will empty ash, but we can't vacuum it out. You need a special ash vacuum that we don't have)

-Removal of ceiling light fixtures (or any light we can't reach) for cleaning

-Pet feces removal

-Insect or pest removal

-Garbage disposal or removal

-Garage or exterior cleaning



A Cut Above Housekeeping is not liable for any damage caused by any reason prior to our arrival. Any damage that we see will be photographed and documented prior to cleaning.

Definition of "Cancellation"

and

Cancellation Policy


We define a cancellation as follows:


*The request to not come and perform a scheduled cleaning on the day/time it was booked.

*The request to reschedule a booked appointment to another day or time in the future

*Refusing service when the housekeeper is there and ready to work

*Forgetting to leave a key or other entry protocols and your housekeeper can't gain entry *lock out

**Credit/Debit card failure during the "hold" process (done the morning of your cleaning)


Short Clean / Modified Cancellation (sudden time reduction):

*Reducing the number of cleaning hours you booked once your housekeeper(s) are on site (see below)


If you have booked for a certain number of hours and decide after we arrive you'd like less hours than you booked for, we'll have to charge you for what you booked for originally. Booking time can be always be changed, we just need time to change it. Cleanings in the future can be amended, we just can't amend times after we show up on the day of service.


Cancellation Fees:


Short Cleanings / Modified Partial Cancellation: Customer is responsible for 100% of the booked cleaning


72 hours or less: = Customer is responsible for the full amount (100%) of the cleaning that was booked.

*includes lock out **includes failed card payments