Terms and Conditions of Spotless, Inc
SPOTLESS, INC refers and/or matches cleaning service providers to homes and offices in Charlotte and its surrounding areas. The cleaning provider’s job is to create and/or maintain healthy and spotless personal spaces in residential settings, as well as office environments. They will clean in ways that please the client. Each house cleaner is experienced, has successfully passed our annual background check, has had at least 3 references checked upon partnering with us, and has proven that they are experts in this field.
Please be aware that our prices are based upon fixed-rate prices. These rates assume that homes meet a reasonable level of cleanliness and that the information given to us regarding their size is accurate. If the information is not accurate or the home requires more attention than expected, an adjustment in time and therefore cost may be necessary.
Spotless offers a 100% guarantee that you will be pleased with the service. In the rare circumstance that a house cleaner has overlooked, omitted, or there is an area in need of a redo, when we are informed within 24 hours a service provider will return and take care of the matter, at no cost to you. We do not issue refunds.
Service and Contact Hours
Our Office Hours: 8:30 AM -5 PM
Fridays: 8:30 AM – 12 PM
Voicemail is available 24 hours, 7 days a week (if there is an emergency we will respond as soon as we can, including weekends)
Our House Cleaning Hours: 8:30 AM – 4:30 PM
- Saturdays: There is a $25 surcharge and is based on availability
- Sundays: There is a $25 surcharge and is based on availability
Voicemail will be available whenever we are not available to immediately answer your call. Your call will be returned as soon as possible. If we are needed urgently, and it’s the weekend, email is the best method of contacting us. Phone calls may go to voicemail, so please leave a message and expect to receive a return call the following business day, or sooner depending on the nature of the call.
Our services are published on our website: https://allspotless4u.com. Please look for the tab – SERVICES – for details regarding our services. These details are suggestions and can be altered by you. Once clicked, This list expands. If the amount of time needed to clean your home differs significantly from the estimate given to you, an adjustment of the price may be necessary. If the conditions of your home change (for example additional pets or people living in your home) a service fee revision may be necessary. Laundry Service may be provided if requested, and there will be an additional charge.
We will be happy to provide you with additional services (i.e. cleaning the inside of the oven/refrigerator/cupboards, cleaning windows, and etc.) However, requests for additional services should be addressed in advance so that we can provide the time and supplies. All add-on services require additional fees.
We ask that you pick up toys, or other items, before we arrive to clean so that the time spent in your home will be for cleaning purposes only. Time spent on getting an area ready to be cleaned uses up the time allotted for cleaning your home and we may have to adjust the time allotted. If a time adjustment is made, an adjustment to the Service Fee will also have to be made.
To hold your place on our schedule, we must have a valid credit card on file, exceptions will be made on a case by case basis. Credit cards are placed on hold (for the price of your service) the day before your service. Credit cards are charged AFTER service is received by you. A copy of the paid invoice is emailed to you immediately after the card is charged.
Cancellation of Appointments
Spotless emails and texts all clients to remind them of upcoming appointments 2 days before the appointment. You may reschedule, add, skip, or cancel any appointment without a penalty. If Spotless is notified within 24- hours of the appointment – of its cancellation, the client will be charged 50% of the service fee. If we are unable to gain entry into your home at the scheduled cleaning time (which is called a lockout), the client will also be charged 50% of the service fee. We will wait for about 15 minutes. Once we take a reservation, we hold that time slot open for you and turn away other potential clients. When a housecleaner arrives at your home, she must be compensated for her time and for her gas.
There will be a $35 fee charged for all returned checks.
Tipping is your token of appreciation for the good service you feel you have received from the service provider; however, tipping it is neither required nor expected. If you choose to leave a tip, clearly mark it as a tip.
Equipment and Supplies
The cleaning provider supplies her own cleaning supplies and equipment; however, we do ask our clients to make their vacuum cleaners available for our use. This will eliminate the possibility of cross-contamination. We ask that a toilet brush be available in each bathroom to eliminate the possibility of dripping toilet water as we move to each bathroom. Please have a large plastic bag available so that the Housekeepers can easily dispose of the trash in each room throughout your home.
All cloths used are clean and fresh when the workers begin to work in your home. If you would prefer that we use your supplies and equipment we will be happy to do that.
We want you to be consistently pleased with our service. We do not give refunds, however, If you are displeased with the service you have received, notify us within twenty-four hours and we will return and fix the error, or address the omission, with no charge to you. If a mutually agreeable time to return cannot be arranged, we will discount your next service, or offer you a free service.
Our record for matching service providers with clients is very good. However, there may be times when you may feel that your house cleaning needs are not being met and you would like to try another service provider. That is your prerogative and you can make this request as often as you wish. Please be aware, our workers are independent contractors and they can, also, request a change to the homes that they service.
We do not give exact arrival times; however, we do give a 1 or 2-hour time frame.
Every worker is insured and take great pride in cleaning your home, however, accidents may happen. Our House cleaners are required to inform the office and the client immediately if a breakage/or damage takes place. We request the service provider take a picture of the damage, immediately, for her records and for Spotless records. The office will follow up with you and with the service provider.
We do not move refrigerators to clean behind them or anything else in the home that might scratch floors. We ask clients to move such items if you want those areas cleaned.
Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, irreplaceable one of a kind, and hard to find items are not covered by our breakage and loss policy. We suggest that all such items be moved to a safe location on the day of our cleaning. We cannot be responsible for items that are unstable, or in an unstable environment. All surfaces are assumed to be sealed and ready to be cleaned without causing harm.
For safety reasons, we do not move anything more than 25lbs. If you wish us to clean behind anything heavy, such as a couch or a refrigerator, please move it prior to your service to allow us access to that area.
We use only a two-step ladder. If windows, furniture, or fans are must be serviced we do what we can by using a two-step ladder or an extension pole.
For the house cleaners safety, we expect all firearms in clients’ homes to be stored and locked.
If for any reason, a staff member feels that her personal safety is endangered due to actions by the client, guests, or pets on the premises we request that the cleaning service provider leave the job site immediately.
For the workers and for the safety of all clients, please notify us at least 24 hours before your scheduled service, of any infectious diseases occurring in your household. SPOTLESS, INC reserves the right to cancel and reschedule in such circumstances.
While our nation functions during the COVID pandemic, Spotless practices social distancing. We ask clients to remain in another room while your service provider(s) work. All service providers are required to use a mask at all times while in your home. They are aware that they are to inform the office if they have been in the presence of someone infected, take the test, stay out for 2 weeks and take the test again, before returning to work.
We do not clean animal feces, human feces, urine, vomit, or other biohazards. This includes feline litter boxes and dog kennels.
All workers are pet friendly, however, to ensure that the Housekeepers can work without distractions, we request that pets (ex. dogs) be placed in the yard, crate, or separate room. This request is not meant to cause hardship. If this is an issue we will discuss the matter with you and devise a mutually satisfying plan. However, most times our Housekeepers can work around the pets, but you know your pet.
About Hiring the House Cleaning Service Providers
Each service provider is an independent contractor. They each signed a contract with us. They have agreed not to solicit work from the clients. If you request their service, outside of Spotless, they have agreed to direct you to contact the Spotless office. The office will follow up and that service provider will provide the requested service if there is room on her schedule.
We have invested a large amount of money searching for Housekeepers. For approximately every 12 candidates, only one successfully completes the onboarding process. Therefore, Spotless charges a referral fee of $3000, due immediately from any client who hires one of our house cleaning professionals outside of Spotless. to work for themselves or for their relatives or friends without informing Spotless. If we find that one of the service providers is working with a Spotless client, outside of Spotless, that worker will no longer receive clients from us, and SPOTLESS, INC. will pursue all legal remedies to collect the money due.
The contract signed annually by each service provider specifies the above information.
Either party (the client or Spotless, Inc) may end this association at any time by giving to the other party oral or written notice.
A Final Word
- The service providers, generally, try not to touch computers or televisions. They usually dust around them, and/ or dust their frames.
- They usually do no polish wood furniture, they only dust the furniture. If clients would like their furniture polished, please supply the product and the ladies will take care of the furniture.
- When the trash is removed from the house, it will, generally, be placed in the garage beside the door leading to the house unless clients request that they place the bags in their trash cans
- Please have a vacuum available for our use. The workers do not carry vacuums into homes because of cross-contamination. If your vacuum is not in good working order, the cleaners will use their vacuums.
- And lastly, toilet brushes are not brought into homes. Please have a toilet brush in each bathroom so that toilet water is not dripped throughout your home as they travel from bathroom to bathroom.