Access / Entry
Our technicians require timely access to your home to do their best job. The best and easiest way for us to serve you is to install a secure lockbox at your home and keep a key inside. The code is kept secured and is only released to technicians who will be cleaning your home. Key boxes on your property allows us the ability to do quality assurance checks.
If our cleaners are not able to promptly gain access to your home there will be an additional charge added to your invoice.We have to do this because we do everything we keep a strict schedule AND do a thorough job cleaning your home.We don’t want to be forced to cut corners so we are out in time to make it to the next job. The fee will be the time spent waiting at $50/hr rounded to the nearest quarter hour.
Lock Out Policy
If we are unable to gain access to your home, we will try to contact you. We will wait a maximum of 30 minutes before leaving. If we are unable to get a hold of you or get in within 30 minutes, a $100 lock out fee will be charged.We recommend always ensuring a key is available in a secure lock box on your property or left with the building concierge to avoid unnecessary charges.If your home alarm is going off and we are unable to disarm it, we will hang around for 30 minutes or until the police arrive.
Cancellation & Rescheduling Policy
As a courtesy to our technicians who are committed to their work and are expecting a full day’s work,we require a minimum of 2 business days’ notice if you wish to skip your regularly scheduled cleaning. If you are unable to give us 2 business days’ notice, a $100 cancellation fee will be charged. If an unexpected illness occurs in your home on the day of your clean, please call or email the office prior to 7:30am. We’ll do our best to reschedule your clean, and we will reevaluate the cancellation fee accordingly.
If you do skip a cleaning, we will need to add one billed hour to the next one to make up for the long gap and get things back where they should be. If you reschedule the same cleaning more than once to the point that the time between cleanings has doubled, we will consider that a skip and apply the extra time/cost.
We take great care to carefully assign every client to a schedule that suits their needs, keeping in balance the cleaners’ thatschedules and other client schedules. We understand things happen and you may occasionally need to reschedule. If that is the case,we only change the one date, but otherwise all other cleanings will remain on the original schedule.
For example: If you are biweekly,and you want to push your cleaning back a week, it will have been 3 weeks between cleanings and then only 1 week until your next cleaning.We cannot “reset” your cleanings to start from your rescheduled date. Excessive rescheduling will be subject to our cancellation/skip policy.
If you would like us to do anything special that is not regularly included in your cleaning, please let us know by calling and leaving a message at 914-xxx-xxxx or emailing: email@example.com. We will clarify your expectations and let you know if there will be any additional charge. If you just leave a note for your cleaner without contacting the office, they will do what they can but may not have time for your request.
We accept cash, electronic credit/debit payments only. Before your first cleaning, we will need an approved credit/debit cardon file for the job to be considered “confirmed.” Your “Quote for Cleaning” email will have information about how to securely set up your billing details. We will charge your card after services have been completed except an envelope with cash payment is left for us on the kitchen countertop. A receipt/invoice will be emailed to you.
Over payments will be regarded-as tips and the credit will not carry over to your next invoice. Your credit card information is safe and secure. The billing set up form is protected by an SSL certificate and your credit card details are processed by Stripe which ensures all of your credit card details are encrypted and stored securely. No credit card numbers are stored in our system and we do not have access to your credit card details. We take your credit card security extremely seriously.
We reserve the right to raise our rates at any time. You will be given advance notice of a price increase.
Gratuity & Tips
If you are pleased with your cleaning technician’s efforts, please tell them! Use the feedback survey that is emailed to you after every cleaning. We will forward glowing praise directly to your technician. Tips are greatly appreciated, but not required.Our technicians are paid a living wage so you do not need to worry about subsidizing their pay by tipping. If you do wish to leave a monetary token of your appreciation, please make sure it is clearly indicated that it is the tip.
Clutter & Tidying
We will tidy items so they look nice, but we will not throw away or rearrange things. We will not put away laundry or dishes.If we move something, we can guarantee that it will be within 3 feet of where we originally found it. Surfaces with many grooves and precious little things may be deep dusted on a rotational basis as we see the need or as you request it to be done. Don’t ‘clean’ before we arrive, but do ‘pick up’ as much as possible. A cluttered desk or space will not be cleaned.
Changing Bed Sheets
It is our policy to make and tidy all beds and fluff pillows as long as the bed is clear. If you choose to have the sheets change don your bed, please leave folded sheets on each bed. If you don’t have time to fold them (we totally understand)please leave a note letting us know they are clean!
If you do not have a perfectly clear sink or counter, that’s OK! We will hand wash as many dishes as will safely fit on a regular dish towel without having to precariously stack them. Excessively baked on food probably won’t be cleaned to perfection unless your technician is feeling particularly kind and has extra time, but ordinary breakfast dishes will definitely be cleaned for you and left out to air dry.We do not put away dishes.
All our cleaning technicians are comfortable with your pets so long as your pets are comfortable with us! Please let us know howyou would like your pets to be handled. If your pet is not going to appreciate a visitor while you are not home, your pet will needto be confined to a kennel or room and that area will not be cleaned by us.
Damage and Breakage
We make every effort to take the greatest care while in your home, but we understand that accidents sometimes happen.Identical replacement is always attempted, but cannot be guaranteed and we will let you make the decision if you would like a credit or a refund. It is our policy for our technicians to report all damage or breakage to the office right away, but if you notice any thing damaged or broken that we haven’t told you about already, please let us know within 48 hours of service.
We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our cleaners. Note: We are not responsible for damage due to faulty or improper installation of any item.All surfaces (e.g. marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm.
Resplendent Cleaning will follow the New Rochelle School District guidelines. This will pertain to late starts, closures, and early dismissals. In the event of early dismissal, the ideal scenario would be to finish the client that we are currently servicing but employee safety will always come first.