Policies and Terms of Service
BY SCHEDULING SERVICE, YOU ARE ACKNOWLEDGING AND AGREEING TO ALL OF THE FOLLOWING POLICIES:
Estimates
Your quote 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 your quote does not guarantee a date of service.
If you choose to have less time than your quoted estimate, the extent of services discussed in the quote cannot be completed. Your 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 your cleaner arrives.
Communication
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 account changes and we cannot accept any 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.
Products Policies
Two Chicks and a Broom is a natural cleaning company and all the products and supplies we use reflect this. Products requested that do not comply with our natural product policy must be supplied by you. Should you require the use of a special product, you must notify us before your cleaning begins. Special request products may result in an additional fee.
Payment Policies
Payment is due on the day of each scheduled service. Acceptable methods of payment are cash or any major credit card. If you are paying by cash for your initial appointment, it must be handed directly to one of our employees and verified by the office to be accepted. If it is your initial appointment and you are not able to give cash directly to one of our employees, it will not be accepted as payment. You are responsible for making sure your bill is fully paid with an accepted payment method.
By scheduling service, you are agreeing to pay for, in full, any and all services rendered. All payment must be remitted within thirty days of service. An outstanding balance that remains unpaid before your next scheduled service will result in your 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 your balance is sent to a collection agency, you will be additionally responsible for all their fees and any resulting legal costs.
We reserve the right to cancel your service at our discretion. If your service is terminated for any reason, any outstanding balance for services rendered is due immediately and in full.
Pricing Policies
Current prices are $45 per hour, per cleaner.
All our services are billed by the hour, and you will be charged for the amount of time spent cleaning your home, regardless of the amount of time scheduled. If you have a time limit you would like us to work within, please make sure to specify that to our office staff when you schedule your service. In the event you schedule recurring service, in a minimum frequency of at least one service per month, your recurring cleanings will be discounted to $40 per hour, per cleaner. This discount only applies to automatically scheduled recurring service in a minimum frequency of at least one service per month. This discount does not apply to your initial cleaning. Pricing will revert back to $45 an hour if you discontinue your recurring schedule, change your recurring service frequency to less than one service per month, or cancel more than two scheduled cleanings in a row.
If your scheduled cleaning is greater than 4 hours, we will most likely send a team of two or more cleaners. If that is the case, they will split the time between them; for example, 5 hours with one cleaner is billed the same as 2.5 hours with two cleaners.
Please make sure you clarify any billing or pricing questions before your service is scheduled. Exceptions will not be made to our pricing for any reason.
Appointment Policies
You must contact our office by call or text at 901-278-7501 or email at info@twochicksandabroom.com in order to schedule an appointment and/or recurring service. Getting a quote does not mean an appointment for service is scheduled.
In order to schedule your initial appointment with us, a deposit must be paid at the time of scheduling. The required deposit is $50 for initial appointments of 2-4 hours in length, and $75 for initial appointments of 5 hours or more. Your deposit will be applied to the final cost of your appointment. Deposits for initial service appointments are not refundable under any circumstances, unless you contact our office to cancel your appointment at least 24 business hours in advance. Business hours are Monday through Thursday from 9 am to 4 pm and Friday from 9 am to 3 pm.
We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. If your scheduled cleaner is going to be more than 15 minutes late, we will contact you. If you do not have a preferred arrival time, then the cleaning will be completed between the hours of 9:00 a.m. and 5:00 p.m, and we will notify you if we make an adjustment to your appointment time. Our cleaners appreciate your flexibility.
Appointment Cancellation Policies
In the event you need to cancel a scheduled cleaning appointment, 24 hours notice is required. Notice may be given via phone or email. Should you fail to give 24 hours notice, you will be required to pay a $50 fee. This policy also applies if we arrive at your home but you 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 your regular service being placed on hold. Cancellation fees during especially busy times of year, such as holiday weeks, may be significantly higher, up to the entire cost of your scheduled service. You will be notified in your appointment confirmation if your service falls on a date that qualifies for an increased cancellation fee.
Satisfaction Guarantee
In the unlikely event you are unsatisfied with your cleaning, please notify the office within 48 hours of your service. We will send someone to address the areas with which you were dissatisfied at no additional charge to you. We do not offer refunds. We strive to remedy all complaints within 24 hours. In the event we are unable to send someone back out within 24 hours of being contacted, you may alternatively choose to receive a discount for the areas you were dissatisfied with. Discounts are not offered in cases where we have someone available to send back out but you are unable to or choose not to have us come back out. Please note that after 48 hours, we are unable to address any problems or offer any sort of discount.
Breakage or Damage
We are as careful as possible while we are cleaning you home, however, sometimes accidental breakage or damage does occur. In the unlikely event breakage or damage occurs in your home during your service, 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-accident condition, or at our discretion, replaced. In all cases of breakage or damage 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.
If you believe damage or breakage was caused by one of our cleaners and it was not brought to your attention, you must notify the office within 48 hours of your 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.
You 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. Please inform us in advance of any loose or unstable things/items in your 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.
Non-Compete Agreement
All employees 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 Chicks 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 will result in legal action against them and permanent termination of your 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 or threat, whether verbal or physical, and/or discrimination of any kind, will not be tolerated and your service will be terminated immediately. This includes interactions and communication by phone and email.
In addition, you may not ask our employees to do any of the following:
- Remove shoes or wear any type of shoe covers you provide. 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 your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrives. If you have not restrained your pet before they arrive and they do not feel comfortable entering your home because of your pet’s behavior, we will not be able to provide service, and you may be charged a late cancellation fee.
If you or anyone in your family gets a contagious illness, please be considerate of our cleaners and call to reschedule your cleaning for after the illness is gone.
If you request a certain cleaner, we will try to ensure they are your 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 your scheduled cleaning day. In the event that your 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 you choose to skip or reschedule your appointment because they are not the cleaner you requested.
Covid-19 and Health Policies
Two Chicks and a Broom takes the health and well-being of both our staff and our clients seriously, and we are actively taking extensive safety measures to mitigate the spread of contagious illness.
These include the following precautions:
Masks can be worn at your request. If you would like your cleaner to wear a mask while in your home, please let the office know before your scheduled cleaning.
All staff are required to regularly and thoroughly wash their hands, including between client’s homes.
All staff are required to wipe down and disinfect equipment between client’s homes, and use freshly cleaned, sanitized rags and mop heads at each home to prevent cross-contamination. All vacuums are double-filtered and use anti-allergen bags.
Shoe covers can be worn at your request. If you would like your cleaner to wear shoe covers while in your home, please let the office know before your scheduled cleaning. Please do not offer them shoe covers yourself or ask them to remove their shoes.
All clients are required to reschedule if you or anyone in your household is not feeling well or has come into contact with someone who is ill. Please contact the office immediately if this is the case to cancel or reschedule your appointment.
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.
