client service agreement

Thank you for choosing Simply Pure Home-Eco Cleaning Services! Our policies are designed to help minimize risks and clarify expectations. Using our services means you agree with our terms and conditions. Please do not hesitate to contact us at 615-415-4688 or [email protected] if you have any questions about our policies. We appreciate your trust in allowing us to care for your home!

Payment Terms:

Payment is due in full on the day of service. We require a valid Credit Card or Debit Card to be kept on file (encrypted by www.authorize.net) that will be billed each service day. It can be kept up to date in your customer portal or by calling the office. Please do not send bank card information by email or text.

Non-refundable Desposit:

We require a non-refundable deposit of 50% of the initial fee for all first-time cleanings. This will be charged when your first visit is scheduled and will be applied to your cleaning. In the event that you cancel the service after it is scheduled, we will retain the full deposit.

Cancellations & Rescheduling:

Kindly give 48 hours notice for cancellations or re-scheduling requests. Last-minute cancellations and re-scheduled cleanings limit our ability to provide a full work schedule for our field technicians and as such are discouraged. Canceling without providing a 48 hour notice will incur a cancellation fee that equals 50% of your cleaning rate. Same-day cancellations may incur a charge equal to 100% of your cleaning rate. Please note that if your cleaning falls on a Monday, we request to be notified by 4 PM on the Friday before your scheduled service. Excessive reschedule requests may limit our ability to provide service. When re-scheduling regular service, we will do our best to accommodate your needs, however availability is not guaranteed. Please note that skipping a visit or temporarily suspending service may incur an additional charge on our return visit. The longer we go between cleanings, the more work our technicians will have to do to restore your home to the appropriate condition.

Pricing:

Pricing is subject to change at any time. However, it is our policy to review prices twice per year and make adjustments accordingly. We always give at least a two week notice for price increases. Immediate price increases will result from addition of rooms or occupants, a change in building materials (from a renovation, for example) or a change in room/area use.

Access & Lockout:

Lockouts deprive our cleaning technicians of their income. If you do not contact us to cancel a cleaning and the technician arrives at your home at the scheduled time and cannot gain entry or is denied access, we will charge you a lockout fee of 50% of your normal cleaning rate to compensate the cleaning technician for their lost time. A key lockbox or electronic door pad is strongly preferred and will ensure the most consistent service.

Security:

We will lock the entry door upon our exit if you are not home. For safety and security of your home and our staff, kindly give us notice if you expect a visitor or service person while we are scheduled to be in the home. It is our policy not to grant home access without the express permission of the homeowner.

Arrival Time:

We service homes between the hours of 8 AM and 5 PM. No arrival time is ever guaranteed due to the nature of our business and changing schedules. We will do our best to accommodate requests, but they are treated as requests only and we have no way to guarantee your exact service time.

Supplies & Equipment:

We provide all supplies and equipment. For sanitary reasons we ask that a toilet brush be made available for each toilet in the home.

Damages & Breakage:

Our professional cleaning technicians do their best to protect your home and possessions, but we know that sometimes things get broken despite precautions. Accordingly, we have worked hard to develop a clear and fair policy to cover accidental breakage.

  • Please call us to report any instance of breakage as soon as possible after you notice it. Breakage must be reported within 5 (five) days of the incident. Please save the broken item for our inspection. We will review every incident of breakage on a case-by-case basis.
  • When value is verifiable and breakage is clearly due to negligence on the part of a Simply Pure Home employee, we will reimburse the cost of any broken item up to $100.00 per item. Item values over $25 must be verified before replacement or reimbursement.
  • When appropriate, we will pay to have the broken item repaired by a professional restoration company instead of reimbursing the cost of the item.
  • We cannot accept responsibility for breakage due to objects that are inherently unstable or delicate, inappropriately placed, improperly hung pictures, or wobbly objects.

Health & Safety:

Our cleaning technicians are the heart of our business and their safety is extremely important to us. We require our employees to wear shoes at all times while cleaning your home. We do not clean anything higher than what is reachable with a two-step ladder and do not move anything weighing more than 15 lbs. Due to additional training and safety requirements, cleaning bodily fluids, pet waste and other bio-hazardous material is beyond the scope of our services. We use non-toxic, eco-friendly cleaning products. If you would like us to use your products instead, please understand we will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning pros, bleach and products containing bleach will not be used even if requested. For the health of our staff and clients, we are a non-smoking company. We ask that our clients refrain from smoking in the home while we are performing services. We reserve the right to refuse service if strong tobacco odors are present.

Cancelling Service:

You may cancel your cleaning service at any time. We ask for two weeks' notice so we can fill our technician’s schedule.

Weather:

We may close for business when severe weather conditions compromise the safety of our staff. If your scheduled cleaning falls on one of these days, we will contact you to reschedule.

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.

Tipping:

Tipping is never required, but is a lovely way to tell your cleaner that you think they did a great job. If you would like to tip you can add it to your credit card either as a one-time or a recurring charge. If you prefer to give cash, we ask that you clearly label it to make sure that our cleaning technicians know it is for them!

Our Employees:

At Simply Pure Home, we are proud of our wonderful employees and we put a lot of time, money, and effort into recruiting, hiring, and training only the best people. All clients who accept any service rendered by Simply Pure Home shall not solicit direct employment, personal agreement, or contracted service(s) of any kind using Simply Pure Home’s present or past employees.

Technology:

We utilize technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email three days prior to service as well as a text reminder the day before. You do have the option to opt-out of these within your customer portal. You will also receive a follow-up survey after each service. This is a great way for you to give us immediate feedback.

Quality Control:

Simply Pure Home needs your feedback! You will receive a quick, one-question survey after each cleaning asking you to rate our service. These surveys are very valuable to us and give us a way to address any training opportunities as well as recognize our rockstar employees based on client feedback. Please expect random quality checks to happen at your home by a quality control manager to make sure you are receiving consistent fantastic service! All quality checks take place during the final phase of cleaning.

Vacuum Use Liability Waiver:

We are happy to use our clients' vacuum if that is preferred as long as it is easy to maneuver and in good condition upon our arrival. We train our employees to use care when using our customer’s vacuum. But we also understand that belts and cords break, bags don’t get emptied, and sometimes they just stop working for no apparent reason. If the vacuum is not in working order when we arrive to clean the client’s home, we will not be able to perform any vacuuming of carpet or hard floor surfaces or we will use the vacuum that we carry with us. Simply Pure Home will not be held liable for any repairs to the client's vacuum.

Happiness Guarantee:

We want you to be delighted with our services! If you are unhappy with any of our cleaning services, please contact us within 24 hours of your cleaning so we can make it right. We will first assess the situation to make sure that we understand the concern, then will re-clean the problem area at no cost to you. The re-clean must be completed within two business days following your service date.

Office Hours:

Our office hours are Monday through Friday 8 AM - 5 PM. We welcome your calls, emails and text messages.

Using our services means you agree with our terms and conditions. Please do not hesitate to contact us at (615) 415-4688 or [email protected] if you have any questions about our policies.

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