Service Policies and Agreement
There is no term to this agreement and the client or White Glove Cleaning Services, LLC. You may cancel your service at any time. White Glove Cleaning Services, LLC also reserves the right to cancel your service at any time.
By allowing our company to service your home, you hereby agree to the below service policy. If you have any questions, please call (844)947-7275.
Thank you for choosing White Glove Cleaning Services, LLC as your cleaning provider. The following are important service policies that will help understand the expectation of the cleaning service relationship.
PRICING CLARIFICATION
As with all insured/bonded cleaning companies, we charge per hour, per technician with a minimum charge of three (3) labor hours. Due to varying service levels and times needed for each home, providing an exact initial cleaning time and cost is challenging. Subsequent cleaning pricing tends to be more consistent, if your home's condition doesn't change significantly. Rest assured, our skilled technicians prioritize thorough and efficient cleaning, valuing your time and home.
JOB START/END TIMES
Our hourly rates encompass the duration starting from our arrival at your premises (including unloading supplies and equipment) to the completion of the cleaning (including loading the supplies back into our vehicle). Delays during loading and unloading will not incur charges.
LATE CANCELLATIONS/ LOCKOUT FEES
We understand schedules change. We ask that you contact us no later than forty-eight (48) hours before your scheduled cleaning to cancel or reschedule.
Cancellations later than noon the day before are subject to a $50 cancellation fee.
Cancellations later than 5pm the day before the scheduled cleaning, Same Day cancellations or if we are unable to gain access to your home are subject to a fee equal to 100% of the estimated charge for the scheduled cleaning service.
If you request a reschedule we may not be able to accommodate your request with the same cleaning team you are accustomed to. We always try our best to accommodate.
SECURITY/ ENTRY
Your security is paramount. While our clients may entrust us with keys or access codes, alternative entry methods can be arranged based on your preferences. We adhere to your instructions concerning home access. If we are unable to gain access to your home, a lock-out fee equal to 100% of the estimated service charge will be automatically charged.
SKIPPED OR MISSED CLEANING VISITS
Please be aware that if you choose to skip a cleaning, kindly let us know forty-eight (48) hours in advance so we may accommodate other customers. Be aware that subsequent cleanings might necessitate additional time and thus higher charges to ensure a thorough cleaning.
HOUSE PREP
-It would be appreciated if items were picked up off the floor and dressers and counters were not piled with too much clutter before we arrive. This allows the cleaning technicians to clean more thoroughly and they won’t have to spend time picking up items. If there wasn't an opportunity to pick up clutter before we arrive, no worries! The cleaning service may just take longer than usual, which would reflect in the cost of the service.
-In the summer months it would be appreciated if you would set your air conditioner at an appropriate temperature.
-In the winter months we appreciate cleared sidewalks and driveways so the staff is able to gain access to your home.
-If for some reason you do not want a particular room cleaned, please just leave a note for the staff and we will honor that request.
-Kindly open doors to all rooms you would like to be addressed in the cleaning. Should our technician encounter a door that is closed, they are instructed to keep the door closed for your privacy and that area will not be cleaned.
EXTRA REQUESTS
Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these items. Since we charge hourly for our cleaning services, there will not be an additional per item fee as most companies charge - we only charge for the additional time these extra requests may take.
If you request extra items to be cleaned upon the arrival of the cleaning technicians that may not have discussed prior to your appointment, the cleaning technicians will contact our office. If we do not have enough scheduled time to complete the additional requests, we will happily reschedule the visit to complete any additional cleaning needs.
DISHES
We'll happily wash a few dishes if left in the sink; or if the dishwasher is empty, we'll place the few dirty dishes in the dishwasher.
ACCIDENTS/DAMAGE
We make every effort not to break or damage items but sometimes accidents may occur. For this reason we request all irreplaceable items be stored and/or not cleaned by our staff. Our personnel are instructed to call our office if anything is damaged and to leave a note to you advising you of the incident. We reserve the option of repair or replacement before a monetary settlement.
PETS (Our furry children)
Pets are not a problem at all! In fact, we love them! We would love to know their names for our reference. Also, if any pet is aggressive we ask that you secure them while we are cleaning your home. If they are friendly we will happy to clean around them. Our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present.
Pet messes- our cleaning technicians will pick up a spot or two because we understand accidents may happen after you leave your home. As pet messes take additional time and a different cleaning procedure, your cleaning time may be longer.
NO-NO’s FOR OUR TECHNICIANS: Insect and rodents can be a problem and may prevent us from completely cleaning your home. If mouse/rat droppings, ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. If we must leave your home, the full cleaning charge would still apply and will be automatically charged.
If you have other items you prefer not cleaned or handled, please call the office and we will arrange to avoid those items.
Lastly, our employees cannot climb higher than a two step step-stool, work on the outside of your home, move furniture that contains electronics or lift any objects over 20 pounds. This ensures the cleaning technicians have a safe working environment.
QUALITY OF CLEANING
Our paramount concern is your satisfaction. Should any aspect of our work within the ambit of our agreement fall short of your expectations, kindly notify us within twenty-four (24) hours of the service. We are pleased to offer complimentary re-cleaning of the affected areas.
SUPPLIES
In line with our commitment to convenience, we furnish all necessary cleaning supplies, vacuums, and equipment. Should you request to provide your own supplies or equipment, including vacuum cleaners, we must emphasize that White Glove Cleaning Services, LLC and its staff cannot be held accountable for any resultant damage.
EMPLOYEE PROFESSIONALISM
Our workforce is committed to a high level of professionalism. We assure you that our employees refrain from activities such as smoking, eating, watching television, engaging in personal phone or text conversations. They may, however, contact our office as necessary to discuss home-related matters.
PAYMENT
Our hourly rates are based on per hour, per technician. We accept all forms of payment (credit card, debit card, cash or check). We require a credit card to be placed on file to use as either your primary payment method or as a back-up in the event payment is not left for us upon our arrival. Should you wish to pay by check, kindly make the check payable to White Glove Cleaning Services, LLC. You will receive a paid invoice by email after every cleaning. A $30.00 fee will be assessed for any checks returned by your bank. All prior balances must be cleared, before the next service.
GRATUITY
While not obligatory, gratuities are appreciated and shared equally among the team members. You can provide cash gratuities directly to the team or include the amount in your payment.
WEATHER
Severe weather conditions may lead to service cancellations, prioritizing safety. We will reschedule as promptly as possible in such cases.
HOLIDAYS
Our services are suspended on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day. Alternate arrangements will be coordinated if your cleaning falls on these holidays.
HIRING OF WHITE GLOVE CLEANING SERVICES, LLC. TECHNICIANS
All of our employees have signed a Non-Compete agreement with White Glove Cleaning Services, LLC. They are prohibited from soliciting any business (related or unrelated to the services we provide) from any customer on his/her own behalf or on behalf of any third party during their employment with White Glove Cleaning Services, LLC or for 2 years following termination of employment. You agree not to hire past or present employees of White Glove Cleaning Services, LLC for a period of not less than 2 years from the date the employee last worked for White Glove Cleaning Services, LLC. A great deal of time and resources are put into hiring our staff. In the event you feel you must hire an employee of White Glove Cleaning Services, LLC in spite of this agreement, then a $2500.00 placement fee is due immediately upon employment of the past/present employee, regardless of whether the employment is regular or on a contract basis.
SMS Terms of Service
By opting into SMS from a web form or other medium, you are agreeing to receive SMS messages from White Glove Cleaning Services, LLC. This includes SMS messages for appointment scheduling, appointment reminders, post-visit instructions, lab notifications, and billing notifications. Message frequency varies. Message and data rates may apply. See privacy policy at www.whiteglovecleaningllc.com. Message HELP for help. Reply STOP to any message to opt out.
SMS Privacy Policy
White Glove Cleaning Services LLC is committed to protecting your privacy. This SMS Privacy Policy outlines how we collect, use, and protect your personal information when you opt into receiving SMS communications from us.
1. What personal information is collected
When you opt in to receive SMS messages, we may collect the following information:
Your name
Mobile phone number
Consent preferences
Any information voluntarily provided via text messages
2. How personal information is used
We use your personal information to: Send appointment reminders, service updates, promotions, and other relevant communications, Respond to your inquiries or customer service requests Improve our services and user experience
3. Who personal information is shared with
We do not share your SMS opt-in information with any third parties or affiliates for marketing purposes. Your information is only shared with third-party service providers to the extent necessary to send SMS messages on our behalf.
4. SMS Consent DisclosureSMS consent is not shared with third parties or affiliates for marketing purposes.
5. Accessibility of the Privacy Policy
This SMS Privacy Policy is available at all times on our website at www.whiteglovecleaningllc.com/service-policies-and-agreement. We recommend adding this link near any SMS consent checkboxes or language on your forms. For best practice, this link is also included in the footer of every page on our website.
6. Opting Out
You may opt out of SMS messages at any time by replying “STOP” to any message. For help, reply “HELP” or contact us directly at [your email/phone number].
