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Customer
Guidelines
These terms of service are designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations, and potential problems we strive to avoid if possible. With your help, these issues can be averted to ensure a successful service to you in your home.
CLEANING DAY HOME PREPARATION Your cleaning price is based on our technicians focusing exclusively on cleaning, not routine housekeeping. We ask that you take a few minutes the night before your scheduled service to tidy up. This allows our technicians easy access to areas such as floors, countertops, and tabletops, and to ensure there are no dirty dishes in the kitchen sink. If you would like our technicians to handle these tasks, please call us in advance so we can adjust your cleaning fee for the additional time needed for preparation. Our estimated cleaning time is solely based on the cleaning process and does not account for tidying up.
CREATING AN IDEAL SETTING FOR YOUR CLEANING APPOINTMENT To help our cleaning technicians work efficiently, we recommend minimizing distractions. Our cleaners need to be able to work without interruptions. Although we take all safety precautions, we cannot assume liability for the safety of others, including children and pets, while we are cleaning your home.
SCHEDULED “ARRIVAL WINDOW” FOR CLEANINGS When booking your service, we provide an estimated arrival window, such as 8 AM-10 AM, 10 AM-12 PM, or 12 PM-3 PM. Please note that this window is subject to changes due to scheduling adjustments, traffic, or other variables. If we are delayed, we will call or text you. If you're not home, don't worry—simply leave us instructions, and we’ll handle everything!
CANCELLATION AND ENTRY POLICY You will receive a reminder message 2 days before your cleaning to confirm, reschedule, or cancel. To respect both your time and ours, we maintain a strict 48-hour cancellation policy. Should you need to reschedule or cancel, please do so at least 48 hours before your scheduled service. This helps us offer the time slot to other clients. A fee equivalent to 50% of the total service cost will apply if cancellations or rescheduling requests occur within 48 hours of the scheduled appointment. Same-day cancellations, inability to provide access, or refusal of entry will result in the full-service fee being charged.
FEE FOR RESCHEDULING, CANCELLATION, OR LOCK-OUT WITH LESS THAN 48 HOURS' NOTICE We’re happy to work with you on rescheduling or canceling services. However, if you request changes with less than 48 business hours' notice, you will be charged 50% of the cleaning cost. All cancellations or rescheduling requests must be made via email or text. Some last-minute cancellations can be prevented by providing us with access codes, keys, or lockboxes.
RESCHEDULING YOUR CLEANING Rescheduling can affect the cost of your service. Below are examples: ● Example 1: If a bi-weekly customer skips a cleaning, creating a four-week interval, the higher monthly rate (up to 50% more) will apply to the next cleaning. ● Example 2: If a bi-weekly customer skips a cleaning, creating a three-week interval, the rate may be up to 25% higher for that service and will return to normal afterward. ● Example 3: If a bi-weekly customer requests an additional cleaning, we will charge the lower “weekly” rate for the next two cleanings due to the one-week interval between services. ● Example 4: If a customer cancels two or more consecutive cleanings, we may cancel the recurring schedule and place the customer on a waiting list for future services. For monthly cleanings, if more than 4 weeks pass between appointments, the next service will be charged as a one-time regular cleaning.
COMMUNICATION Most of our team members do not speak English, except for our office staff. Please communicate any requests or concerns with our office via text or phone for assistance.
CANCELLATION OF RECURRING SERVICES You may cancel recurring services at any time, as there is no long-term contract. Please note that cancellations within 48 hours of your appointment will result in a cancellation fee applied to your next cleaning.
RESCHEDULING YOUR CLEANING Rescheduling can affect the cost of your service. Below are examples: ● Example 1: If a bi-weekly customer skips a cleaning, creating a four-week interval, the higher monthly rate (up to 50% more) will apply to the next cleaning. ● Example 2: If a bi-weekly customer skips a cleaning, creating a three-week interval, the rate may be up to 25% higher for that service and will return to normal afterward. ● Example 3: If a bi-weekly customer requests an additional cleaning, we will charge the lower “weekly” rate for the next two cleanings due to the one-week interval between services. ● Example 4: If a customer cancels two or more consecutive cleanings, we may cancel the recurring schedule and place the customer on a waiting list for future services. For monthly cleanings, if more than 4 weeks pass between appointments, the next service will be charged as a one-time regular cleaning.
HOUSE TEMPERATURE We kindly ask that your home’s temperature be set to a comfortable level before our arrival. Extreme temperatures (too hot or too cold) may create discomfort for our cleaning technicians. We are happy to adjust the temperature per your written instructions before leaving.
PRIVACY Please ensure that any confidential or potentially illegal items are put away before your scheduled cleaning to protect both your privacy and our staff.
STAFF HEALTH AND SAFETY We prioritize the safety and well-being of our staff. Our Hazardous Materials Policy outlines items and areas we cannot clean due to health or safety concerns. This includes animal waste, human blood, bodily fluids, mold, asbestos, or any other hazardous materials that require specialized training or equipment.
DUSTING Our cleaning technicians take pride in dusting your home efficiently using professional tools and techniques. ● Settling Dust: During dusting, some dust may become airborne and won’t settle until after we leave. This is more common in first-time cleanings and may require a few visits to minimize. ● Dusting Knick-Knacks and Small Items: If there are 10 or fewer items on a shelf, we will hand-dust both the items and the surface below. If there are more than 10 items, we may dust around them. We do not dust items that are higher than we can reach using a 2-step ladder or extension poles for safety reasons. Additionally, we do not move heavy objects.
BLINDS We do not clean blinds that are extremely thin or fragile due to the risk of damage.
DAMAGES AND BREAKAGE If any damage or breakage occurs, we will notify you immediately and work together on a fair resolution. We are not liable for items damaged due to unstable bases, improper attachment, or insecure mounting on walls. Please inform us within 24 hours of any damage you believe we may have missed.
ACCESSING YOUR RESIDENCE For your security, we recommend granting access via electronic door codes, keypads, garage door codes, or lockboxes. If you choose to leave a door unlocked or leave a key in a discreet spot, we will only enter with your explicit permission. For security reasons, we do not retain or store physical keys.
CLEANING TIME We charge per job, not by the hour. Our technicians are trained to clean efficiently, and their speed does not reduce the quality or cost of service. If you reduce the scope of work, we will still charge the full amount unless discussed in advance.
DISH HANDLING As part of our cleaning process, we load the dishwasher to clear the sink for cleaning. Please note that any dishes inside the dishwasher will be treated as dirty. If this is not the case, kindly empty the dishwasher before our visit. If additional dishwashing services are required, there may be an additional fee. We will provide a quote for any extra services needed before cleaning begins.
CLEANING SUPPLIES Our cleaning technicians bring professional-grade tools and products. We do not guarantee our services if we use non-professional products or tools provided by clients. Additionally, we do not clean homes that have fumes from recent painting, varnishing, or solvent use. Please ensure paper towels and trash bags are available for our team.
PET SPECIAL CONSIDERATIONS We love pets! However, we will not be held liable for any damages or issues caused by your pets during the cleaning process. If your pet has special requirements, we recommend boarding them for the day of the cleaning. Our technicians do not handle pet waste, including litter boxes.
PRICE ADJUSTMENTS While our rates are subject to change, we will always provide advance notice. If your home’s needs change, we may need to adjust your rate. If you discontinue and later resume services, a new rate may apply.
PAYMENT AND INVOICE POLICY Payment Due at the Time of Service: Payment is due on the day of service. After the cleaning is completed, you will receive an invoice, payable by credit card or Venmo. Tipping is optional but appreciated. Cash tips should be clearly labeled, or you may add a tip to a credit card payment or Venmo. Invoice Process: You will receive an invoice after the cleaning is finished. Payment is due the same day and can be made via credit card or Venmo. Accepted Payment Methods: We accept both Venmo and credit cards. If payment is not made on the day of service, the credit card on file will automatically be charged the following day. Credit Card on File: You authorize us to charge the credit card on file for any outstanding balance if payment is not made by the following day. Payment Terms: All invoices must be paid within one (1) day of issuance. Credit Card Authorization: You authorize us to charge your credit card for any outstanding balance if payment is not made within one (1) day of the invoice due date. Disputed Charges: If you dispute any charges, notify us in writing within 14 days of the invoice date. We will work in good faith to resolve the issue. Failure to Pay: If we cannot process your credit card, you must pay the outstanding balance within five (5) business days. Failure to pay may result in the suspension or termination of services. Governing Law: This agreement is governed by the laws of Tennessee, and any disputes will be resolved in Tennessee courts. Processing Fee: A 3.5% fee will be applied to all credit card payments. Entire Agreement: This policy constitutes the entire agreement between you and Karita’s Cleaning Service regarding payment terms and supersedes all prior agreements.
MARKETING MEDIA RELEASE You grant Karita's Cleaning Service the right to use and publish photographs and videos of your property for marketing purposes. We will respect your privacy and will not disclose identifiable information without your consent. By agreeing to this clause, you waive any related claims, including privacy or defamation.
NON-SOLICITATION OF EMPLOYEES By agreeing to our services, you agree not to solicit our staff for home-related services. We invest time and resources in hiring and training our employees. If you’re interested in hiring one of our cleaners, contact us, and we’ll work out an honest solution.
TERMINATION OR PAUSE OF RECURRING CLEANINGS If you want to temporarily or permanently stop services or reduce the frequency of your cleanings, please provide at least one week’s notice.
FEEDBACK Customer feedback is essential to improving our services. Your input helps us monitor our cleaning technicians and maintain high-quality standards
100% SATISFACTION GUARANTEE If you're not satisfied with any area we’ve cleaned, call us within 24 hours, and we’ll come back to re-clean it free of charge. Please note, we cannot offer touch-ups for items or areas damaged, poorly maintained, stained, or aged. We do not offer refunds, but we will ensure your satisfaction by re-cleaning.
SPECIAL REQUESTS Please direct all special requests to our office rather than the cleaning technicians. We are happy to accommodate additional services when arranged in advance.
Thank you for reviewing our customer guidelines. We hope these guidelines provide a clear understanding of our services and policies. If you have any questions or concerns, please don't hesitate to contact us.