Privacy Policy

Queen Anne Cleaning Service Agreement Policy

At Queen Anne Cleaning Service, we’re dedicated to giving you top-notch cleaning every time. To keep things fair and consistent for everyone, we have some guidelines in place. Following these helps us maintain our high standards and supports our team. As a valued client, we ask that you please take a moment to read and follow these guidelines.

Phone Estimates

We want to give you the most accurate estimate for our cleaning services. To do this, please provide us with clear and accurate details about your home when you book. Since we don’t visit your home before cleaning, it’s important that the information you provide is as precise as possible.

If we find that your home needs more time than we estimated, we’ll let you know right away. At that point, we can either extend our time at the same hourly rate or adjust the cleaning schedule. Extra charges will only apply if you’ve been informed and approved them.

To help things go smoothly, please be available by phone or email during your service in case we need to reach you.

Special Requests

If you have any special requests or need extra services, please let us know in advance by contacting our office. Avoid making requests directly to the cleaning technicians. Reach out ahead of time to schedule and discuss any additional needs.

Getting Ready for Your Cleaning

To help us provide the best possible cleaning, please try to pick up and tidy up your home as much as you can before we arrive. However, please avoid doing any cleaning yourself before our team gets there. Our estimated cleaning time is for actual cleaning only and doesn’t include time for tidying up.

Move-In/Move-Out Cleaning Policy

For our move-in/move-out cleaning service to be completed efficiently and effectively, the property must be fully empty of any furniture, garbage, or personal items. To ensure a thorough and comprehensive cleaning, we require that the property be cleared before our team arrives.

If the property is not completely empty, our team may not be able to perform a full cleaning. In such cases, we will focus on the areas that are accessible and cleanable under the current conditions. Any areas that are obstructed or not fully accessible due to remaining items will not be cleaned.

To maximize the effectiveness of our service, please ensure that all items are removed from the property prior to our scheduled cleaning.

Creating the Best Environment for Your Cleaning Appointment

To help our cleaning team work efficiently, please minimize distractions during their visit. It’s best to schedule your cleaning when fewer people will be at home, and ensure all rooms are accessible during the scheduled time.

Estimated Time of Arrival

We aim to provide great service to everyone, but we can’t give exact appointment times. Our technicians will arrive between 8:00 am and 9:00 am for morning appointments, 11am and 2:00 pm for afternoons and between 3:00 pm and 5:00 pm for late afternoon appointments. This estimated arrival window takes into account factors like traffic between appointments and schedule adjustments.

We appreciate your understanding and patience. Our team will arrive as soon as possible within the given time frame to deliver the quality service you expect from Queen Anne Cleaning Service. If you have any questions or concerns about our arrival times, feel free to contact us.

Accessing Your Home

For a smooth cleaning process, we suggest providing secure access through electronic door keypads, garage door keypads, or a lockbox placed on the property. If you prefer to leave a door open or hide a key, we will only enter with your permission. For security reasons, Queen Anne Cleaning Service does not hold, keep, or manage any property keys.

Cancellation and Lockout Policy

At Queen Anne Cleaning Service, we respect the time of both our employees and clients. We have a 48-hour cancellation policy. If you need to cancel or reschedule, please do so at least 48 hours before your scheduled appointment so we can offer the slot to other clients. Cancellations or rescheduling within 48 hours will incur a charge of 50% of the total service fee.

Please note that same-day cancellations, not being able to access your home when we arrive, or turning our team away at the door will result in a full charge for the service. This is because we cannot fill the appointment slot on short notice.

Rescheduling Policy

To ensure we provide a thorough and consistent cleaning, we recommend keeping your regularly scheduled appointments. If you need to reschedule, please use our appointment reschedule form, which is required for all rescheduling requests.

If your service frequency requires extra time to get your home back to its proper condition, a $35.00 skip fee will be added to your next cleaning.

Please note that rescheduling within 48 hours of your appointment will incur a cancellation fee (see our cancellation policy). However, if you reschedule within the same week of the original date (within 7 days), there will be no additional charges.

Payment

Payment is required at the time of service, and a credit card on file is necessary for us to perform the service. We accept all major credit cards, and your card will be charged on the day after your cleaning.

Tipping

Our dedicated cleaning technicians strive to provide exceptional service. While tipping is not required, it is always appreciated by our hardworking staff.

If you choose to leave a cash tip, please add it to your service record on our Maid Central Portal so we can properly note it in the system.

For credit card payments, you have two options: you can either set up an automatic tip amount or add a tip manually for each service.

Recycling Guidelines

We care about the environment and encourage recycling. Please separate and dispose of your recyclables according to your town’s guidelines before our team arrives.

Dishes

As part of our cleaning process, we’ll load the dishwasher to clear the sink for cleaning. Any dishes found in the dishwasher will be assumed to be dirty, so please empty it before your scheduled cleaning if they are clean.

Dishes left in the sink will be loaded into the dishwasher if they are dishwasher-safe. If you have a sink full of dishes that need hand washing, this will be considered an additional service and may incur an extra fee. We’ll provide a quote for any additional services before starting the cleaning.

Pets

We welcome pets and prioritize their safety as well as the safety of our staff. Please secure your pets in a designated area of your home during the cleaning service.

If your pets remain in the home during our cleaning, we will do our best to ensure their safety. However, we do not take pets outside, feed them, or clean up after any pet accidents.

Valuables

If you have collectibles or valuable items, please inform us so we can note them on your account. We ask that you personally handle and clean items such as curio cabinets, figurines, glassware, antiques, and anything of extreme or sentimental value.

Our team will handle your possessions with care, but we cannot assume responsibility for any damages that may occur during the cleaning process. Thank you for helping us ensure the safety and security of your valuables.

Climate Control

Please set the temperature in your home to a comfortable level before our team arrives. Our cleaning technicians cannot work in environments that are too hot or too cold as they can be physically uncomfortable and potentially hazardous.

Employee Health and Safety

We prioritize the health and safety of our employees while delivering high-quality cleaning services. For this reason, we have specific guidelines on items and areas we do not clean due to safety or expertise concerns.

We do not clean:

• Animal feces, human blood, bodily fluids, or hazardous materials that could endanger our staff
• Mold, asbestos, or other harmful substances that require specialized training or equipment

Additionally, we avoid cleaning:

• Areas that require more than a 2-step ladder to reach, such as high ceilings or hard-to-reach corners
• Heavy items that need more than two people or specialized equipment to move safely

This list is subject to change as we continuously evaluate safety and expertise. Thank you for your understanding and cooperation in helping us ensure a safe working environment while providing excellent cleaning services.

Damages & Breakage

If we cause any damage or breakage, we will inform you immediately and work to find a fair solution for repair or replacement within reason. If you notice any damage or breakage that we might have missed, please report it to us within 24 hours.

Please note that Queen Anne Cleaning Service cannot be held liable for items that were broken or damaged due to unstable bases or improper attachment to the wall.

Non-Solicitation of Employees

At Queen Anne Cleaning Service, we invest significant resources in recruiting, training, and retaining our employees to provide the best service. To maintain our low turnover rate, we ask that clients do not solicit our employees for direct hire for 24 months after their employment ends.

If this policy is violated, a $5,000 finder’s fee will be charged if a client hires a cleaning technician for private work. We appreciate your cooperation in helping us sustain our success by respecting this policy.

Photography

During your initial cleaning and move-in/out services, we may take before and after photos to ensure your satisfaction and uphold our high cleaning standards. Occasionally, we may also take photos during recurring appointments if the home is not in its usual condition. These photos help us with training, proof of our work, and promoting our quality standards.

We do not photograph personal items, such as family photos or jewelry. If you prefer that we do not take photos of work areas in your home, please notify our office before your cleaning appointment to sign a waiver. Please note that our satisfaction guarantee may not apply if we are unable to demonstrate cleaning progress due to restricted photography.

Social Media Photos

At Queen Anne Cleaning Service, we take pride in showcasing our exceptional cleaning services. With your permission, we may take before and after photos to feature on our social media pages or website. We respect your privacy and will ensure that no personal items, such as family photos or names, are included in these images. We will only display the cleaned areas and any furniture or decor that may have been moved during the cleaning process.

If you prefer not to have photos of your home taken, please inform us before your cleaning appointment. We will fully respect your wishes and privacy. Our aim is to provide an excellent cleaning experience while maintaining your trust and respect. Thank you for considering allowing us to share our successes.

Quality Control and Client Feedback

At Queen Anne Cleaning Service, your feedback is crucial for maintaining the highest quality in our services. We encourage you to share your overall experience and any feedback regularly, as it helps us improve and address any issues promptly.

Our employees take great pride in their work and want to ensure you’re satisfied with our service. Please use our feedback surveys after each cleaning to keep us informed and help us maintain open communication with both our office and your cleaning technician. Regular feedback ensures consistent service quality.

Thank you for your input and for helping us provide the best possible service.

Price Increases

At Queen Anne Cleaning Service, we aim to provide the best possible cleaning service. Please be aware that our rates may change over time, and we will always give you advance notice of any price increases. Additionally, if the conditions or needs of your home change, a price adjustment may be necessary. If you discontinue and later reinstate our services, a new rate may apply.

Confidentiality

At Queen Anne Cleaning Service, we understand the importance of confidentiality in our relationship with you. Any information about your business, customers, finances, properties, or methods, whether written or spoken, is considered confidential. We agree not to disclose this information to anyone, both during and after our agreement.

We also ensure that our employees adhere to these confidentiality terms. You have the option to opt out of having your public reviews and private feedback used as references or testimonials for marketing purposes.

Our Guarantee and Refunds

At Queen Anne Cleaning Service, we are committed to providing meticulous and high-quality cleaning. If we miss something or if our service does not meet your expectations, we will take full responsibility and work with you to ensure your satisfaction.

If you are not satisfied, please notify us within 24 hours of your cleaning by calling or emailing our office. We will promptly return to re-clean any missed areas. However, we cannot guarantee touch-ups for items or areas that are damaged, improperly cared for, stained, or too old to clean effectively.

While we do not offer refunds, we will continue working with you until you are completely satisfied with our services. Our goal is to ensure you are happy and that your home is sparkling clean.

Cancellation of Recurring Services

At Queen Anne Cleaning Service, we understand that plans can change and you may need to cancel your recurring cleaning services. To process your cancellation efficiently, please call our office, email us at hello@queenannecleaning.com, or send a text message to (206) 900-8393.

Since we do not require a contract, you can cancel your recurring services at any time. Once we receive your cancellation request, we will confirm it and inform you of any associated fees or refunds.

Please note that cancellation requests made within 48 hours of your scheduled appointment will incur a cancellation fee of 50% of the total price.

Thank you for reviewing our customer guidelines. If you have any questions or concerns, please contact us. We appreciate your business and are committed to providing you with an excellent experience.