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WE CLEAN HOUSES Terms and Policies


Safety – Key and Alarm Systems:

Most all WE CLEAN HOUSES customers leave a key to their home at our office. We take extreme measures to protect each key. We assign every customer key a security code and store it in a locked and secured cabinet. Managers will access your key the day of your scheduled cleaning, and then return it to the locked and secure cabinet by the end of the day. No identifying information is ever put on any key. Also for your safety, we do not return keys by mail. Customers must come in person to the WE CLEAN HOUSES office and present a picture ID before a key will be released.

If you have an alarm system, we will need instructions on its operation. We recommend you have a seperate code for service personel. You will always know who has accessed your home.



Cancellation or Not at Home:
If it is necessary to cancel/skip any scheduled cleaning day, please notify WE CLEAN HOUSES at least a 24 hours before the scheduled day. That will allow us to reassign the team to another appointment. In the event we arrive to clean at a schedule time and our pre-arranged entry is not available then you will be charged a $35.00 lock out fee which will be applied to your account. We apologize for this policy but we must pay the team for time spent.

To ensure that all your needs are addressed, please correspond all requests and changes directly to WE CLEAN HOUSES (281) 997-2711 or email us. Please do not communicate these important details with team members. If for some reason you wish to terminate service, please be sure to contact our office.



Payments:
Payment is due at the time of the service, so most of the time regular clients just leave us a check. We accept also accept credit cards, cash, check, and bill pay. A  $25.00 fee is applied to all returned checks.



Breakage or Damages:

We train our staff to take extra care with your belongings, however occasinal accidents do happen. Our staff is instructed to report breakage or damage immediately to our office, and to you if you are home. If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. We do not take responsibility for damage not reported within this time frame.

Safeguard collectibles, family heirlooms, priceless or expensive items. Please secure these items, if possible, and inform WE CLEAN HOUSES so we may take every precaution.

WE CLEAN HOUSES, at it's sole discretion, and with out admitting liability, may offer to replace or repair the property.

We cannot take responsibility for damaged items that were broken because they were not properly attached or secure. (For example, a hanging picture that was improperly attched to the wall), or items that had prior damage.


Refunds:

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our service. Best policy is to just call or email us right away. You are important to us.


Step Stool / Ladder Policy:

WE CLEAN HOUSES will not allow its cleaning professionals to use ladders or step stools higher than 3 steps for the safety of our team members.



Large and Heavy items:

For safety and liability reasons, please be reasonable when asking staff to pick up or move heavy objects.


Service Times:

WE CLEAN HOUSES takes pride in our reliable and punctual scheduling.  Cleaning service customers are called the day before and given a 2 hour appointment window. A 10 to 12 window means the team will arrive anytime between 10 am and 12 noon, and stay the allocated time period.


Pets:
While most WE CLEAN HOUSES cleaning teams are pet friendly. We ask you to take all reasonable precautions to prevent injuries to our staff and your pets.


 
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