Client Policy

At AF CLEANING  SERVICES LLC, we want you to have the best possible cleaning experience with us at your home or office. We have created a clear set of policies and procedures that allow us to offer each client fair and consistent service. We provide all equipment and supplies. All employees arrive in uniform and  their names will be provided for identity and your protection. 

 

1. We have a 2 hour minimum for all jobs. Depending on the space and type of service, AF CLEANING  SERVICES will determine how many cleaners are required and schedule them accordingly. It makes the most sense to provide you with the same cleaner for each visit. While we make every effort to assign a regular cleaner to your space, we cannot guarantee this due to circumstances outside our control (they call in sick, they move, their availability changes, etc.) and may have to change your assigned cleaner any given time. 

 

2. We typically schedule cleanings between 8 AM and 5 PM on YOUR DAYS. We provide an estimated window of time for our arrival—maximum 1 hour—to accommodate traffic and transit system delays. 

 

3. Rate Increases:  AF CLEANING  SERVICES LLC Because our costs of doing business rise annually we reserve the option to adjust our cleaning fees on an annual basis. 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.

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4. Our estimated time is based on cleaning and doesn’t account for time spent decluttering and tidying. If things are not organized ahead of time, our staff will need to spend time tidying, guessing where things go, and THEN cleaning your home. If they have to spend extra time, please be aware that additional time will be billed for the service. For optimal results within the time estimated, please spend a few minutes tidying your home prior to the team arrival. You know your space best and where everything should go. 

4.1 During our estimating 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. Copies of our routine plan and service agreement will be given at the time of the estimate. 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 impossible for us to accommodate last minute changes to our cleaning schedule. 

4.2 It is our policy that our crews do not smoke or eat in your home or surrounding property.

 

5. Breakage: Our staff are highly trained and extremely careful, but they are human! Sometimes accidents occur that result in something being damaged or broken. We will alert you to an at-fault breakage or damage, and work out a fair solution, which involves repairing or replacing the item within reason. Clients have 24 hours to report anything broken or damaged in the rare instance that we fail to alert you. AF CLEANING  SERVICES and the client must work cooperatively to resolve the situation, and we aim to do this within 15 business days. After 15 business days, no compensation will be granted. We do not take responsibility for anything broken or damaged prior to the staff arriving, nor do we take responsibility for breakage or damage resulting from faulty or unfinished installation or finishing of any items or surfaces, or normal wear and tear that results in a breakage. These items and finishes include floors, counter-tops, tiles, blinds; lighting, plumbing, or other fixtures, appliances, unsecured items not being stored appropriately, or any breakage or damage caused by other tradespeople.  Further, we require you to disclose any item that is considered irreplaceable or irreparable, an heirloom or antique, etc., before we attend. We will note not to clean these items.

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6. We guarantee consistent quality cleaning services. We employ reliable, hard-working and 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.

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7. Rescheduling, Skipping, or Cancelling a Single Cleaning: We understand that you may need to cancel or change your appointment. We ask that you give us no less than 48 hours’ notice in these instances, this gives us an opportunity to fill that spot and keep our employees working a full schedule. If you do cancel or need to reschedule with less than 48 hours’ notice, you will be charged a fee of $50. 

7.1 Lockouts deprive our cleaners of their income. If you do not contact us to cancel a cleaning and the team arrives at your home at the scheduled time and cannot gain entry or is denied access, we will charge you a lockout fee of the full cost of the cleaning, our team still have to be paid and this fee is necessary to cover their cost without the company coming out of pocket.

7.2 If the scheduled cleaning is not re-scheduled (and skipped) AF Cleaning may need to charge a higher rate for the next scheduled visit due to the extra work.

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This is a reciprocal agreement and has no time commitment. Either party can cancel at any time for any reason, as long as the appropriate notice has been given. 

 

This policy is subject to change at any time, without notice. 

 

Thank you for taking the time to review this policy.