client service agreement

Thank you for choosing Simply Pure Home-Eco Cleaning Services!

We’re a locally owned and independently operated cleaning company. All of our employees are fully bonded and insured, and we carry full liability and workers’ compensation coverage. Payroll taxes are paid through our local Simply Pure Home office.

These policies help us minimize risk, set clear expectations, and consistently deliver exceptional service. We’re here if you have any questions—and we’re truly honored to care for your home!

Communication & Technology

Office Hours: Monday through Friday, 8:00am-5:00pm

Call or Text or Email: 615-415-4688, [email protected]

Technology: You'll receive email and text reminders before each service (customizable in your portal) plus quick feedback surveys afterward. One thing that really helps us provide you with an exceptional cleaning service is your ongoing feedback. Please fill out your survey after every visit to help us continually improve the quality of the service you receive.

Pricing

Upfront Rates: We provide flat-rate estimates based on your home’s square footage and the services you choose. You can tailor your cleaning with various levels and add-on options.

Quote Adjustments: If your home’s condition or layout differs significantly from what was provided at booking—or if you request services beyond the original scope—your quote may be adjusted to reflect those changes.

First-Time Deposit: A 50% non-refundable deposit is required for first-time cleanings. It’s charged at booking and applied to your total. Cancellations after booking forfeit this deposit.

Rate Changes: We implement annual rate increases to reflect rising business costs and market conditions. Advance notice will always be provided for scheduled increases.

Once our team has completed three cleanings and there is a consistent, significant difference between the original quote and the actual scope of work required, we will adjust your rate moving forward. This ensures fair compensation for our team and maintains the quality of service you expect.

Immediate rate changes may also apply if your home has changed significantly since the time of estimate (e.g., additional rooms, more occupants or pets, or recent renovations).

Payment: Full payment is due on your service day. We require a valid credit or debit card on file, which will be charged on your service day. You can update your payment method anytime via your customer portal or by contacting us directly. For your security, please do not email or text card information.

Service Guidelines & Expectations

Arrival Time: We service homes between 8 AM and 5 PM. Because of variable schedules and changing service times, we cannot guarantee exact arrival times—but we do our best to honor your preferences. Customers do not need to be home during cleaning, that is solely at the discretion of the homeowner.

Closed-door Policy: Simply close doors to rooms you'd prefer we skip, and keep doors open for areas you'd like us to clean. It's a simple way to guide our team.

Quality Control: We love hearing how we’re doing! After each visit, you’ll receive a one-question survey. You can also leave feedback directly on the scorecard. From time to time, our Field Supervisor may visit during your service to ensure everything meets our high standards.

Stoves & Ovens: Hot appliances may delay service. Please allow time for cooling prior to your visit.

Schedule Changes

Cancellations & Skip Fees: We understand that life happens—but last-minute changes impact our technicians’ schedules and pay. To ensure consistency and support a stable schedule and income for our team, the following fees apply to your next scheduled cleaning:

  • Weekly - No Skip Fee
  • Bi-weekly - $28 (Receive 1 FREE skip per 12 months)
  • Monthly - $56 (Applies to all skipped monthly cleanings)
  • Please note: If 2 cleanings or more in a row are skipped, extra time will be billed at your next service.

Late Cancellations (Under 48 Business Hours’ Notice): You will be charged the full cleaning rate. For Monday appointments, notice must be given by 9:00 AM the prior Thursday to avoid this fee.

Rotation Schedules: Your cleaning rotation is set when you begin recurring service. Changing a single appointment does not shift your ongoing schedule. For example, if you're scheduled for Weeks 1 and 3, moving a cleaning to Week 2 won't affect your next Week 3 visit.

Lockout Fee: If our team arrives and is unable to access your home—due to any issues such as double-bolt locks, unsecured pets, or being turned away at the door, etc.—a lockout fee equal to your regular cleaning rate will be charged.

If you're home but not ready to let the team in upon arrival, a $15 fee will be added for every 10 minutes of waiting. The team will wait up to 30 minutes; delays beyond that may result in the full lockout fee and cancellation of service for that day.

Ending Service: You may cancel services anytime. We ask for two weeks' notice so we can adjust our team's schedule accordingly.

Weather & Holiday Changes

Holidays: We are open for regular business during all national holidays except New Year’s Day, Fourth of July, Thanksgiving Day, and Christmas Day. If your regularly scheduled cleaning falls on one of these days, we will contact you to reschedule.

Weather: We may close for business when severe weather conditions compromise the safety of our staff. If your cleaning is affected, we will notify you as soon as possible to reschedule.

Security & Equipment

Home Access:If you're not home during service, we will lock up upon leaving. Please notify us in advance if you’re expecting visitors or other service providers—we only allow access with your permission.

Security Alarms: If your home has a security alarm, please ensure that it is turned off on the day of your scheduled cleaning. You may also provide us with the code and steps necessary to turn off your alarm. We will reset the alarm when we leave. However, we will not be held responsible for alarms set off by mistake.

Equipment and Supplies: We bring all the supplies and equipment needed to clean your home, and our team is fully trained to use Simply Pure Home’s products. If you’d prefer we use your supplies instead, we’re happy to accommodate—just note that we can’t guarantee results or take responsibility for any damage when using client-provided items.

Toilet Brush Request: Please ensure each bathroom has its own dedicated toilet brush for sanitary and effective toilet cleaning.

Vacuum Use Liability Waiver: We're happy to use your vacuum if it's in good working condition and easy to maneuver. However, vacuums can malfunction unexpectedly - belts break, bags overflow, or units stop working. If your vacuum isn't working when we arrive, we'll either skip vacuuming or use our own equipment. Simply Pure Home is not liable for any vacuum repairs. Please note that teams using one vacuum may take longer, potentially increasing costs.

Firearms: We ask that all firearms be securely locked and stored. Our technicians will leave immediately if they encounter any unsecured firearms.

Employee Safety

Our cleaning technicians are the foundation of our success and their safety is extremely important to us. These safety policies protect our team while ensuring they can focus on delivering the exceptional cleaning service you expect.

Shoes: Our staff is required to wear clean, non-slip indoor shoes at all times to maintain a hygienic and safe environment and meet insurance requirements. We change to our “indoor shoes” upon arrival.

Bleach-Free Policy: We never use bleach or bleach-based products to protect your home, your family, and our staff.

Working Conditions: Areas to be cleaned must be clutter-free and safe to access. In summer, please keep indoor temperature at or below 70°F for a comfortable, safe work environment. In winter, salt driveways, walkways, and steps if icy.

Smoke-Free Environment: For the health and safety of our staff and clients, we maintain a smoke-free work environment. Please refrain from smoking during service. We reserve the right to refuse service if strong tobacco odors are present.

Items over $25 require value verification. We cannot be responsible for damage to unstable, improperly hung, or precariously placed items.

Bio-Hazards: We don’t handle bodily fluids, pet waste, or other biohazards. If we encounter any, we’ll stop work and notify you right away.

Accidental Breakage: Accidents are rare, but when they happen due to our negligence, we take responsibility. We offer service credit for incidental damages up to $100. For damages exceeding this, please file a claim with your homeowner’s insurance. If you request use of your own cleaning products, we are not responsible for any resulting damage.

Our Team

We try to send the same team to your home each week, however, we cannot guarantee it due to illness, vacations, etc.. Our main priority is to clean your home consistently and with the quality you expect, and we have systems in place to ensure this. The team members we send to your home are always Simply Pure Home employees and are extensively trained in our cleaning systems.

Tipping: Tipping isn't required, but it's a wonderful way to show appreciation for great work! You can add tips to your credit card as one-time or recurring charges, or leave clearly labeled cash so our team knows it's for them.

No Soliciting Our Staff: Our amazing team is our greatest asset. We invest heavily in recruiting and training each team member. Any solicitation of Simply Pure Home employees for outside employment is a direct violation of this agreement and our terms of service and an employment finder fee of up to 6 months’ wages will be assessed. Please don't ask our staff to work for you directly—it puts them in an uncomfortable position and damages our business.

Photo & Media Usage: During our cleaning services, Simply Pure Homes’ technicians may take photographs and videos within client residences for training, quality assurance, and customer service purposes. This clause outlines the terms regarding the capture and use of such photos and media:

  • Purpose of Photographs: Photographs taken are intended for internal use to enhance training programs, improve customer service, and ensure the highest standards of cleaning. These may be utilized in training materials, internal presentations, and other operational processes.
  • Exclusion of Personally Identifiable Information: To respect and protect client privacy, photographs will focus solely on service areas or cleaning-related items. No personally identifiable information (PII) of clients or other individuals will be included in these photographs.
  • Client Consent: By utilizing Simply Pure Homes’ services, clients consent to the capture and usage of photographs as described. These photographs are for internal purposes and are handled with strict confidentiality and professionalism. We will ask for explicit permission to post any of these photos publicly.
  • Security and Confidentiality: Measures are in place to ensure the secure storage and restricted access of these photographs. Access is limited to authorized personnel for the stated internal purposes.
  • Opt-Out Policy: Clients have the option to opt out of this photograph usage. To do so, clients must inform Simply Pure Home in writing before service commencement. We will respect and adhere to the client’s decision regarding photograph capture.

Additional Services

Need additional services? Just give us one business day's notice:

Tidy-up: We love a clear space! You can pick up before we arrive, or request a tidy-up add-on. Oven Cleaning: If possible, run your self-clean cycle the day before to allow for cooling.

Linens: If you've requested a bed change, place fresh linens on beds before service—we do not access closets. $8 fee per bed. Used linens will be left in the laundry area.

Refrigerator Cleaning: Please remove as many items as possible. Avoid grocery shopping the day before and toss expired items.

Freezer Cleaning: Freezers must be empty and unplugged prior to your cleaning appointment.

Service Exclusions

We focus on safe, high-quality residential cleaning. Some services are outside our scope, including:

  • Interior laundry machines
  • Inside stove hoods
  • We don’t open Curio cabinets, but will dust or wipe the exterior
  • Shelving behind glass or solid doors
  • Running errands
  • Interior or exterior windows
  • Anything above 6 feet (ceiling fans cleaned with a step ladder or pole only)
  • Heavy lifting (over 25 lbs)
  • Bunk bed sheet changes or bed making
  • Emptying Diaper Genies or any other diaper receptacles
  • Unsafe or inaccessible areas
  • Paper shredder bins
  • Post-construction, garage, or carpet cleaning
  • Excessive mold, heavy dirt, peeling paint, or general disrepair
  • Extremely cluttered spaces
  • Removing heavy hard water or mineral buildup
  • Inside dishwashers, clothes washers, or clothes dryers

Happiness Guarantee

Your satisfaction means the world to us. If anything was missed or didn’t meet your expectations, please let us know within 24 hours of your cleaning. We’ll reassess and re-clean the area at no additional cost—typically within two business days of your original service.

We appreciate your trust in allowing us to care for your home!

By using our services, you agree to our Client Service Agreement. If you have any questions or need clarification, we’re just a call, text, or email away. We’re always happy to help.