COMPANY POLICY
Company Policy-Ferndale Cleaning Services-By using our Cleaning Services you agree
Ferndale is a quality professional cleaning service that is fully insured and bonded.
We can provide all equipment and supplies.
We normally work in crews consisting of two or three professionally trained cleaning technicians.
Every crew includes a team leader that supervises every task and ensures consistent quality workmanship at each job.
It is our policy that our crews do not smoke or eat in your home or place of business.
We guarantee consistent quality cleaning services.
We employ reliable, hard-w trustworthy cleaning technicians that are driven by our employee incentives and their desire to give the best possible service to our clients.
We strive to exceed your expectations for quality cleaning services.
We inspect our work before leaving your home.
Occasionally and without intention our crews may miss something.
So if, after your inspection, you find our technicians missed something,,please contact us within 24 hours so we can correct the issue the next day. Refunds are not offered however we are happy to correct any mistakes we made.
Requests received by our office after that will be incorporated into your next scheduled cleaning.
Schedule Changes or Cancellations:
We understand that there are changes in schedules is our busy lives. In the event that a scheduled cleaning service must be changed or cancelled, we ask that our clients notify Ferndale’s before 72 hours in advance.
This gives us an opportunity to fill that spot and keep our employees working a full schedule. When a client cancels with less than a two (2) day notice a fee of %100 of the charges for that service will be applied.
If the scheduled cleaning is not re-scheduled (and skipped) Ferndale’s may need to charge a-higher rate for the next scheduled visit due to the extra work needed to complete that cleaning service. For permanent cancellation of the cleaning service, we ask that the client notify Ferndale two weeks in advance.
Temporary Suspension of Services:
If you will be away from your home for an extended period of time,we request that you schedule the cleaning service just before you leave, but not after you leave.
This is to ensure that you have a chance to see our work and be the last to leave your home.
Please be certain your home is accessible to our cleaning crews.
If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit, or provide us with a code.
If our cleaning crews are unable to access your home or if our crew is turned away when they arrive (for any reason), a fee of One Hundred percent (100%) of the bill due for the service that would have been performed will be applied.
For our staffs safety our cleaning technicians are prohibited from using ladders other than company provided ladders or ladders from clients premises which were approved by management and are instructed to wear shoes in your home.
Thank you for understanding.
Referrals:
Clients will receive a $50 off on their next cleaning service for referring each new customer to Ferndale. This discount becomes effective after the referred customer’s first cleaning.
During our(Meet & Greet) estimating /quote walk through of your home, we will want to identify the areas of concern and those that are most important to you. We will evaluate and propose a cleaning plan to complete the job and meet your needs.
If you would like additional areas that might need service at a later date, please notify us as soon as possible.We ask for four (4) days in advance so that we may adjust the schedule and billing rate to accommodate these changes.
While your satisfaction is our primary goal, we thank you in advance for understanding that it is not always possible for us to accommodate last minute changes to our cleaning schedule.
Payment:
We require full payment upon completion of our service to your home or business an invoice will be sent within 24 hrs
We ask that outstanding balances be paid prior to the next scheduled cleaning.
If left unpaid before the next cleaning day, we will be unable to perform the cleaning.
Billing & Payments
For your convenience,
Ferndale Cleaning Services accepts the following forms of payment: Cash, E-transfer
Gift Certificates.
Payments due at the time of service or upon receiving an invoice.
We have a "No Payment/ No Clean" policy and we may not clean your home if you are behind on payments.
First time & one-time cleaning may require pre-payment.
Ferndale Cleaning Services’. Accounts that remain outstanding for 30 days will be charged interest at a rate of 5%.
Repeatedly not making payment may result in termination of our services.
Accounts that remain outstanding for 30 days will be charged interest at a rate of 5%.
TippingFerndale Cleaning Services never requires tipping, but it is a powerful way to say thank you to your service provider. Remember your appreciation need not be monetary.
A personal note from you expressing your appreciation for their service can mean a great deal.
If you would like to leave a tip for your cleaners, please place it outside the sealed payment envelope with a note so it is clear that it is a tip for them.
Late Fee Policy
Commercial Cleanings Due:7 days from date invoiced
(paid weekly) via etransfer
If payment is not received within those [7 days], any overdue and unpaid balances will be charged [a fixed fee of $45] [interest at a rate of 3% per month, charged daily until the balance is paid].
When using our Residencial Services you agree to our payment policy, you agree to settle all invoices within [48Hrs] of receipt.
Any overdue or unpaid balances will be subject to a late payment fee of [$45] after the due date has passed.To avoid any additional charges as per our late payment policy, [interest at a rate of 3% per month, 1% charged daily until the balance is paid].
Prior to the cleaning technician’s arrival, please remove all items, clothing, toys, etc that may delay the efficient cleaning of your home. This will maximize productivity andminimize the time we spend to clean your home.
If you prefer that our cleaning technicians remove these items,
we are happy to do so and will add the additional billing time with corresponding charges.
If you have any irreplaceable, collectable or expensive objects, we ask that these items be secured or put away in order to avoid painful accidents.
Ferndale is not responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require this type of attention.
The Cleaning crew will immediately notify the client of any accidental damage that occurs during each job. In the event that the client finds any damage in the home as a result ofour cleaning service,
we ask that you notify Ferndale within two (2) days after service. If notification is made past the two (2) day time period, Ferndale reserves the right to deny compensation.
For the safety of your children, we ask that they be supervised while our staff and equipment are present in your home.
Please secure all pets that are dangerous to our employees inside and outside of your house. Ferndale cannot be responsible for cleaning up after pets.
Because our costs of doing business rise annually we reserve the option to adjust our cleaning fees as needed be.
We give as much notice as possible whenever this happens. Please understand we take very seriously how any increases affect our customers and do so only when there is no other option.
We invest time, money, energy and training in our employees.
Because they are excellent at what they do, they could be solicited by clients to work for the client personally.
The client understands and agrees to a $5200.00 fee should the client hire any of FerndaleCleaning Services employees while they are employed by the company or within three year following the employee’s last day as an employee of Ferndale Cleaning Service.
Cleaning Staff will show up with products to do the job.
We ask you provide the paper towels as well as toilet paper to replace and a functional vacuum as carried vacuums from home to home can increase allergens and germs passed home to home.
Vacuums are available for certain jobs and contract work as well as commercial.
All products,tools required are available to do jobs that require everything ,and will be provided.If you are unsure about any point within these terms and conditions, please contact us for clarification at 705-500-7000
The Client agrees, should they take a “1st time in Deep Clean” they undertake to pay for, a minimum of four hours ,Commercial Spaces/Offices apartment/condos and Houses Minimum of 8 hrs.
Ferndale will provide sufficient staff in their cleaning teams (minimum of two), to clean the client’s home, but Ferndale reserves the right to change the number of staff dependent upon training and/or operational requirements.
For all Cleaning Services the client will be charged by the job, not for the number of hours in certain situations cleaning team are on the property,
We work in teams of 1,2 or even 3 The break down is for an example you want 6 hours of cleaning services
if one cleaner is appointed it will take 6 hrs and if two cleaners on site will be done in 3 hrs you still need to pay for 6hrs. When quoted $40 or at any rate per hour
it’s per cleaner each hr
so for two cleaning will be $40 for each =$80 hrly
if 3 Cleaning $120hrly and so on.
Ferndale agrees to clean a client’s home between 9.00 a.m. and 6 p.m.
Regular Ongoing service Cleaning visits cannot be scheduled for specific times.
Cleaning teams will normally arrive between 9.00 a.m. and 1.30 p.m.We will call if the team is likely to be delayed significantly.
Commercial Cleaning
Time of Service is Customers requested time
Mostly after hours
4 hrs minimum Charge will apply in all situations.
Regardless if Day or Night.
Cancelation and Rescheduling Cancellation Policy-Ferndale Cleaning Services-
By using our Cleaning Services you agree that any cancellation or reschedule made within 72 hours of your appointment time will incur a %50 missed-appointment fee.within 24 hours of your appointment time will incur a %100 missed-appointment fee.
Or at any time you have a scheduled appointment and Cleaning personnel are unable to access your premises you will incur a %100 missed-appointment fee.
Accidents-Damages
do happen.
If we are responsible for damages to your home or items in your home, we will leave a note for you and place a follow up call.
We make every attempt to repair, replace or pay for any items that we have damaged.
We will assume no liability for items not secured in a proper manner (example: heavy pictures hanging from thumb tacks, not anchored properly to walls, etc., pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (i.e.: Marble, Granite, hardwood floors, etc) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value, items within curio cabinets, etc., the following will apply:
Client hereby releases Ferndale Cleaning Services
from all liability arising out of cleaning these item(s), and the client understands that he/she is completely responsible for repairing or replacing any damaged item(s), even if an employee of Ferndale Cleaning Services may have caused the need for repair or replacement.
Firearms
For our protection and yours, in the unlikely event that you have firearms we ask that they be stored and locked away prior to our cleaning your home.
We will not clean any rooms in which a firearm is visibly present.
Wear & Tear
The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring (wood floors may need to be refinished) grout lines, window tracks, etc. are all areas where wear and tear will have an outcome on the final look of the cleaning.
These areas may take more than one cleaning to improve in appearance or may not come clean at all.
While we do offer to dust your blinds, excessive build up on blinds and shutters may require that you contact a professional blind cleaning company. We cannot be held liable for blinds/shutters, etc. that do not come 100% clean.
Distractions
It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive visiting with your maid (beyond cleaning instructions) prevents them from being 100% focused.
Every effort is made to work safely and cautiously and we cannot assume liability for injury to others.
In order to prevent safety hazards (tripping over buckets, caddies, vacuum cords, etc.),
we kindly ask that you, your children and pets remain out of the rooms that we are cleaning.
You may return once we are finished.
InsectsInsect infestation can be a problem and may prevent us from completely cleaning your home. If an infestation of ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area.
Please do not expect us to clean up dead insects that you've sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
Limitations/Disclaimers
Our employees are very important to us, and we are very serious about keeping them safe, so they do not climb higher than a 2-step ladder, move anything heavier than 35 lbs, or clean up vomit, blood, urine or excrement.
These types of activities put our employees at risk of an injury or infection.
Please remove soiled bed linens before we arrive. We will replace with clean linen that has been left on the end of the bed. We are also unable to wash exterior windows or clean carpets; however, we can gladly refer you to a professional.
If you would like us to clean behind appliances like a refrigerator, oven or large sofa, please move it prior to the cleaning to allow access to the desired area.
If an employee feels that their personal safety is in danger (someone in the home is intoxicated, vicious animal not contained, etc.), and the employee leaves the job site, the client is still responsible for the full cost of the job. We will attempt to reach you by phone if this situation should arise.Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value, items within curio cabinets, etc., the following will apply:
Client hereby releases Ferndale Cleaning Services from all liability arising out of cleaning these item(s), and the client understands that he/she is completely responsible for repairing or replacing any damaged item(s), even if an employee of Ferndale Cleaning Services may have caused the need for repair or replacement.
THANK YOU FOR UNDERSTANDING - MANAGEMENT
We welcome and appreciate any suggestions that we may use to improve our service to you, our valued client.
Please visit our Google to provide feedback/Review so we may better serve you.
If you prefer, you may call our office and speak with one of our management staff who will be happy to take your suggestions.We appreciate and value your business
705-500-7000