Policies and Terms of Service
All client communication regarding service, billing or any other account details must be directed to our office. Our cleaners are not authorized to manage any client account changes and we cannot accept any client account changes through them on clients' behalf. Any changes, questions, feedback or any other account related communication must be made directly to our office. We are not responsible for any account details that were relayed by a cleaner on a client's behalf, including but not limited to: billing amounts, complaints and breakage or any kind of scheduling request or change.
Any quote received for our services is strictly an estimate and in no way guarantees services will be completed in the discussed amount of time. Any service must be scheduled through our office and a quote does not guarantee a date of service.
If a client chooses to have less time than their quoted estimate, the extent of services discussed in the quote cannot be completed. Our cleaner will only work the amount of time specified and will only finish what we deem possible during the designated time. Any time adjustments must be discussed with the office before the cleaner arrives. There will not be refunds or discounts given in cases where we were not able to finish all tasks in the quoted time.
Two Chicks and a Broom is natural cleaning company and all the products and supplies we use reflect this. Products requested by a client that do not comply with our natural product policy must be supplied by the client. Should a client require the use of a special product, we must be notified before your cleaning begins. Specially requested products may result in an additional fee. We are not responsible for any results or damages from products a client requests us to use that we do not provide or that do not comply with our product policy.
Payment is due on the day of each scheduled service, unless a client has arranged billing with the office before their cleaning. We accept any major credit card or can send an online “click-and-pay” invoice. By scheduling any service, clients are agreeing to pay for, in full, any and all services rendered. All payment must be remitted within thirty days of service. Any balance outstanding for more than thirty days will result in a client's service being put on hold until payment is received.
After thirty days, failure to pay for any services, regardless of the reasons, will result in 10% added interest every additional thirty days the balance is outstanding. After ninety days, any outstanding balance will be sent to a collection agency. If a client's balance is sent to a collection agency, they will be additionally responsible for all fees and any resulting legals costs.
We reserve the right to cancel a client's service at our discretion. If a client's service is terminated for any reason, any outstanding balance for services rendered is due immediately and in full.
Gift certificates must be surrendered prior to cleaning to be honored. We do not offer refunds on gift certificates.
We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. If a scheduled cleaner is going to be more than 15 minutes late, we will contact the client. If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 5:00 p.m. Our cleaners appreciate clients' flexibility. When possible, please allow for an open time frame rather than an exact arrival time.
In the event a client needs to cancel a scheduled cleaning appointment, 24 hour (excludes weekends) notice is required. Notice may be given via phone or email. Should a client fail to give 24 hour notice on more than one occasion, they will be required to pay 30% of the fee for the canceled service. This policy also applies if we arrive at a client's home but they ask us not to clean that day or if we are prevented from entry for any reason. Canceling more than 3 consecutive cleanings will result in any regular service being placed on hold.
In the event we need to cancel a scheduled service appointment, 24 hour notice will be given. If we are unable to give 24 hour notice, except in cases where cancellations are caused by reasons out of our reasonable control including but not limited to: inclement weather, power outages or disruptions of communication methods, clients affected will receive a free hour credit to their account.
In the unlikely event a client is unsatisfied with their cleaning, they must notify the office within 48 hours of their service. If the problem involves the quality of service we have provided, we will send someone to address the areas with which they were dissatisfied with at no additional charge. We strive to remedy all complaints within 24 hours. We do not offer refunds under any circumstances. In the event we are unable to send someone back out within 24 hours of being contacted, we may, at our discretion, offer a discount for the unsatisfactory areas. Discounts are never offered in cases where we have someone available to send back out but a client is unable to or chooses not to have us come back out.
If we do not receive notice of a problem within 48 hours of the cleaning, or if a client decides to correct the problem themselves, we will not be able to correct the problem for nor will the client be compensated in any way for their inconvenience, or offered any kind of discount. In the event a client is unsatisfied with their cleaning because we were unable to finish in the quoted time or the time you allotted, the client may call the office to schedule more time but regular rates will apply.
Breakage or Damage
We are as careful as possible while we are cleaning clients' homes and with clients' keys, however, sometimes accidental breakage, damage or loss does occur. In the unlikely event breakage, damage or loss occurs in a client's home during their service or with their key, our staff is instructed to report the incident immediately to the office. If our office staff determines our cleaner was at fault, we will do our best to see that the item or area is restored to its pre-incident condition, or at our discretion, replaced. In all cases of breakage, damage or loss where we have determined our cleaner was at fault, we will determine the method, manner, and person(s) to perform or supply repair or replacement. Any arrangements for repairs or replacement required to be made by the client must be completed within 90 days of the incident. After 90 days, regardless of the reason, we will not be responsible for any or all cost associated with the repairs or replacement.
If a client believes damage or breakage was caused by one of our cleaners and it was not brought to their attention, the client must notify the office within 48 hours of their cleaning. After 48 hours, we will not be responsible for any and all alleged damage or breakage, and for any or all cost associated with it.
The liability limits for a breakage or damage claim are set at a maximum of two times the cost of the service charge on the day in which the breakage/loss occurred. Items that are excluded from liability include, but not limited to: jewelry, cash/gift cards, one-of-a-kind items or hard to get items; small device electronics, priceless items or items of sentimental value, art, and antiques.
Clients are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning these items or for damage to them if our office has not been informed of them. Clients must inform us in advance of any loose or unstable things/items in their home so that we may take extra precaution when handling. We cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had any prior damage.
The cleaners scheduled by Two Chicks and a Broom are bound under a non-compete contract and not permitted to clean or offer any services provided by Two Chick and a Broom outside of the company. Solicitation of our cleaners for services outside of our company will not be tolerated. Any services rendered by any of our cleaners outside of the company for a client will result in legal action against them and permanent termination of a client's service with us.
Staff Policies and Safety
We take the safety and well being of our cleaners and office staff very seriously. Any form of harassment, whether verbal or physical, and/or discrimination of any kind by a client, will not be tolerated and that client's service will be terminated immediately. This extends to interactions and communication through phone and email.
In addition, a client may not ask our employees to do any of the following:
- Remove shoes or use shoe covers. We are required by federal law to wear slip-resistant shoes at all times.
- Use ladders other than a small step ladder, or climb up on any furniture.
- Lift or move heavy items.
- Clean up human or pet waste, blood or bodily fluids.
- Restrain or move an aggressive or barking pet. If a client's pet is aggressive or uncomfortable with strangers, they must be restrained before our cleaner(s) arrives. If a client has not restrained their pet before our cleaner arrives and our cleaner does not feel comfortable entering their home because of a client's pet’s behavior, we will not be able to provide service, and the client may be charged a late cancellation fee.
If a client or anyone in their family gets a contagious illness, we ask that they be considerate of our cleaners and call to reschedule their cleaning for after the illness is gone.
If a client requests a certain cleaner, we will try to ensure they are the assigned cleaner with the exception of illness, vacation, personal emergency, or an ongoing schedule change. There is, however, no guarantee we can send the requested cleaner or the cleaner will be available on a scheduled cleaning day. In the event that a chosen cleaner is not available they will be replaced with another trained cleaner. Discounts are not given in cases where we have a trained cleaner available and a client chooses to skip or reschedule their appointment because they are not the cleaner they requested.
Two Chicks and a Broom reserves the right to terminate a client's services at any time, with or without cause or advance notice. We reserve the right to amend our client policies at anytime; the current client policy automatically replaces a previous one.