BY AGREEING TO SERVICES, CUSTOMER ACKNOWLEDGES AND AGREES TO THE TERMS AND CONDITIONS OF SERVICE AS STATED IN THIS AGREEMENT
By accepting professional cleaning service appointment and agreeing to a service provided by Oranges & Lemons LLC the client agrees to accept Oranges & Lemons LLC’s general terms and conditions listed below. These terms and conditions, together with our email confirmation and our cleaning schedule, constitute the entire agreement between the parties and no other representation or statements, whether oral or written, shall be binding upon the parties. If any part of this agreement is help to be invalid or unenforceable for any reason, the remaining terms and conditions shall remain in full force and effect.
If you are unsure about any point within these terms and conditions, please contact us for clarification. Your statutory rights are not affected. In event that the terms and conditions change we will notify you in writing.
If you are unsure about any point within these terms and conditions, please contact us for clarification. Your statutory rights are not affected. In event that the terms and conditions change we will notify you in writing.
- We offer a 48-hour, 100% Satisfaction Guarantee for all recurring Customers (i.e. weekly, bi-weekly, etc.). If you are not satisfied with any area of your home, just call us within 48 hours and we’ll return immediately (within a 7 day window) to clean those areas for free. If you are still not satisfied with the cleaning, a Oranges & Lemons LLC manager will visit your home for an inspection and a discount or refund as determined by the manager.
- Provide 24-hour notice to cancel service. You may You may reschedule, skip, or cancel any of your cleanings either by calling the Oranges & Lemons LLC office or logging online into your account. We do ask for a 24-hour notice of any of these actions. Without a 24-hour notice you will be charged a $50.00 cancellation fee. If cancellation occurs at your door, then full payment for the clean will be charged.
- Please understand that unlike other industries such as retail, hairdressers, etc. we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without enough notice. When we schedule your service appointment, we reserve that time for you. Our Cleaning Technicians depend on your job being scheduled for them to make their salary. Cancellations cost them dearly, and we find that if they lose out too often, they quit. You are vital in helping us to retain our excellent staff. We understand that you do not want to see strangers every time we come to visit, and we don’t want to have a continual revolving door of new hires either.
- Please understand that unlike other industries such as retail, hairdressers, etc. we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without enough notice. When we schedule your service appointment, we reserve that time for you. Our Cleaning Technicians depend on your job being scheduled for them to make their salary. Cancellations cost them dearly, and we find that if they lose out too often, they quit. You are vital in helping us to retain our excellent staff. We understand that you do not want to see strangers every time we come to visit, and we don’t want to have a continual revolving door of new hires either.
- We have a “No check / Charge credit card” policy. Payment is expected in full the day of the cleaning. For your convenience we accept all credit cards where all services are charged at the time of cleaning. Furthermore, cancellations will be charged on credit card.
- Any NSF check returned from your bank will be assessed an additional fee of $30 as allowed by law.
- The cost of services includes the provision of reasonable supplies and equipment being provided by our company. Any jobs requiring extra supplies or equipment will be billed additionally for these services.
- Our teams are instructed to follow the requirements for the particular clean they are conducting. If you would like additional services performed please contact our office at least one business day in advance so we can schedule the additional work. Changing in scheduling could create changes in fees.
- Be advised that if the professional house cleaners are subject to distractions that affect our ability to work we reserve the right to charge for our extra time spent in the home. Distractions include pets, third party, or contractors interfering with the professional house cleaners’ duties.
- If for any reason an employee of Oranges & Lemons LLC feels that their personal safety is in danger enough to leave the job site, due to actions by the Customer, or others at the job site. The Customer will still remain liable for the full cost of the job.
- Items of extreme value (monetary or sentimental) should be dusted or cleaned by the owner.
- We assume no liability for damage or loss of items that are not secured in a proper manner, or previously damaged before cleaning. (Example: heavy pictures hanging from thumbtacks, or dings in furniture that were there before we cleaned). Further, we will assume no liability for damage or loss caused by the negligence of the Customer.
- Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that is already done, or items may take a couple of cleanings to look their best. We will work with you in the most cost-effective way to try to remedy these spots in your home.
- The client agrees to notify Oranges & Lemons LLC if any person in the household is suspected of contracting an infectious disease. This notification must be as early as possible, but at least 24 hours before scheduled visit. Oranges & Lemons LLC reserves right to cancel cleans under such circumstances.
- Clients should disclose if their location has a pest or rodent problem. Oranges & Lemons LLC will cancel or end an appointment if pests or rodents are discovered while cleaning. The client will be charged for the time that the team cleaned or a cancellation fee, whichever is greater.
- Oranges & Lemons LLC agree to keep all clients details confidential and secure all keys in its care. If a key is given to Oranges & Lemons LLC please make sure your home is accessible to us. If your home is equipped with a security system, please ensure that you advise us of the entry code or have it disarmed.
- Whole Loft Cleaning: Quotes for whole loft cleanings are based off the average amount of time it takes to refresh a loft based on the details that were provided. Because Oranges & Lemons provides quotes for one-time jobs sight unseen, the client will be notified if above average attention is needed to properly refresh a loft. A price adjustment will be communicated to the client as soon as that determination is made.
- Hourly Service:
- A labor hour is defined as one hour of labor performed by one cleaning professional. Example: 4 LABOR HOURS. If the fee is $35 per labor hour, and a team of 2 completes the job in two hours, that would be $140 total. If a single cleaner completes the job in 4 hours, the fee is $140. In both examples, 4 labor hours were expended. Having 2 cleaners or 1 cleaner DOES NOT affect the final price, only the time occupying your home.
- There is a two labor hour minimum for any hourly job. Billable time may include loading and unloading supplies, time spent communicating with the client or waiting for access to a space to clean. The client should call the office prior to scheduled cleaning with questions regarding hourly service rates.
- A time limit is defined as the maximum amount of time pre-approved for cleaners to work, stated in labor hours. The cleaning team will work from the client’s list of priorities or, if none is provided, from the following items in this order: Bathroom, Kitchen, living areas, bedrooms, floors. The job could take more than the estimated maximum approved time budgeted for the appointment. Cleaners will not go over the client’s scheduled time without approval, even if the list of priorities has not been completed. The client will be notified of any updates.
- A labor hour is defined as one hour of labor performed by one cleaning professional. Example: 4 LABOR HOURS. If the fee is $35 per labor hour, and a team of 2 completes the job in two hours, that would be $140 total. If a single cleaner completes the job in 4 hours, the fee is $140. In both examples, 4 labor hours were expended. Having 2 cleaners or 1 cleaner DOES NOT affect the final price, only the time occupying your home.
- Recurring Service: Oranges & Lemons provides recurring service at discounted rates. The discounted rates reflect the reduced amount of time that is needed to refresh a loft because our team is able to maintain the unit through regular visits. The client may cancel or reschedule a recurring service based on the standard cancellation policy. If a recurring service appointment is cancelled or rescheduled, the next appointment may be charged at a higher rate because additional time may be needed to refresh the loft. For example, if a bi-weekly appointment is cancelled, the next appointment may be charged at the monthly rate because it has been four weeks since the last visit. The client will be notified of any price changes.