THE AGREEMENT: When you book a service with Gleamworx, LLC over the phone, through our online booking system, or in person, you are agreeing to the terms set forth by this Service Agreement.
REFUSAL: Gleamworx, LLC reserves the right to refuse service to anyone for any reason. Such reasons can be but not limited to: no air conditioning, no water or electricity, improper or dishonest booking, project out of scope of the original booking, not being able to access apartment/house, not listing all the bedrooms or incorrect square footage, soliciting or trying to solicit our cleaners, incorrect billing information, being rude or harass our staff.
100% SATISFACTION GUARANTEE: Our services are 100% Guaranteed, no matter how big or small the job. If we don’t clean something to your satisfaction, we will return to make it right.
RESIDENTIAL FLAT-RATE PRICING: Most of our jobs are bid using a flat-rate pricing method for ease and convenience. This is based primarily on the total square footage of your home and the type of cleaning you order.
TEAMS: Our cleaners work in teams of two or more depending on the size of the job. A team leader is assigned to your home. We make every effort to keep the same team leader assigned to your home, but cannot guarantee it. Illness, promotions, vacations, etc, can all result in a change of team or change of cleaners on a team.
CONDUCT: Our cleaners will be respectful while in your home. They will not smoke, eat or drink while in your home, nor do they watch TV or play the radio. They do not answer the telephone or doorbell. Their only purpose while in your home is to clean.
PETS ESCAPING FROM THE HOME: We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaners are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.
EQUIPMENT AND SUPPLIES: We provide our own cleaning supplies and equipment including vacuums, mops, and cleaning products. If you have a specific product you want used, please call our office or alert your team leader so your file can be notated.
ARRIVAL TIME: Cleanings are scheduled in an order that requires the least amount of drive time for each team. This means the exact time of your cleaning may differ each time. If you require an AM or PM schedule we will make every effort to accommodate your request however no times are guaranteed.
SCHEDULING: Scheduling changes can result in the following:
PRICE CHANGES – The price for your recurring service is based on Time Between Cleanings. We have 4 recurring price categories:
- Weekly (Once a week)
- Bi‐Weekly (Every two weeks but no more than three weeks since the last cleaning)
- Monthly (Every four weeks but no more than five weeks since the last cleaning)
- One-Time (Single service with no recurring appointments)
Rescheduling your cleaning can result in the cost of your service being ‘Less Than’, ‘More Than’ or the ‘Same As’ your last cleaning. Time will be considered for vacations when the home is not occupied.
- Example 1: a Bi‐Weekly client who “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning.
- Example 2: a Bi‐Weekly client who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.
CLEANING FEE INCREASES: Gleamworx, LLC reserves the right to reevaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.
PAYMENT POLICY: Payment is due in full upon completion of work and your credit card will be charged within a 24-hour period.
REFUNDS: Since cleaning is a very personalized and subjective service, Gleamworx, LLC cannot offer refunds of any kind to clients. This includes the total cleaning fee or a portion of the cleaning fee. If you are not happy, we will come back and re‐clean the area(s) you were not happy with free of charge according to our 100% Satisfaction Guarantee.
IF THERE’S A PROBLEM: We guarantee our work. Contact our office before 11am the day following your cleanings (11am Monday for Friday cleanings) and we will make every effort to correct the problem.
LATE CANCELLATION CHARGES: If it is necessary for you to change, cancel or skip your regular cleaning day, you must do so by 5pm the day before service to avoid a $75 cancellation fee. All notifications must be made by sending us an email, or by signing into your account and manually cancelling yourself. Telling the cleaning team when they are in your home is not considered notification. If you do not notify our office and upon arrival we cannot enter your home, we will charge you a $75 cancellation/lock out fee to cover our expenses. Our teams’ daily pay is based on homes scheduled. When you skip on short notice or lock out the team, we do not have time to fill in your spot and our teams’ pay is affected. It also can cause scheduling problems with our other clients. Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule of frequency, an email to our office is the surest way of accomplishing this. The cleaning team is instructed to follow the instructions as they appear on their personalized work order and that is a reflection of the information agreed to when you booked your service through our website or by phone. Specific instructions or request given to the team cannot be guaranteed from week to week.
LOCKOUT POLICY & FEE: Please leave a key or otherwise provide us with access to the property for all scheduled appointments, and be sure to let us know of any changes as they arise. This includes gate code and garage code changes. Staff will wait no longer than 15 minutes after the scheduled start time. During this 15 minutes, we’ll make reasonable attempts to contact you via the phone number(s) and email(s) on file. If we’re still unable to enter the property for any reason after 15 minutes has expired, a $75 Lockout Fee will be assessed.
APPROVAL FOR ADDITIONAL TIME: We will call the phone number(s) on file to advise you if we believe your home will take longer to complete. If we’re unable to reach you via phone, we will update you via the email(s) on file. If we do not hear back from you before your allotted time expires, staff will stop work and move on to their next assignment. You may call us to schedule additional service as needed for another time or another day. Please note that we will not guarantee our service if you do not provide approval for the necessary amount of time that is needed to clean your home.
SECURITY ALARMS: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.
ACCIDENTS/DAMAGES: If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident. In the event an item is damaged or broken, we reserve the option to repair or replace the item. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc.
HOLIDAYS: The only holidays observed by our company are New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve Day and Christmas Day. Regular cleaning services will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.
CLUTTER: The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned.
PETS and PLANTS: If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine/feces from the floor. Due to the individual care that plants require, we are not able to water or maintain them.
QUALITY CONTROL: Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team leaves. They may call you at home or work. We believe that inspections and client contact is the best way to help in exceeding your expectations and improve our high standards. You may also benefit by taking a short satisfaction survey. We appreciate your feedback.
ITEMS WE CANNOT CLEAN/DO: We have instructed our cleaners to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we do not clean or handle, please call the office and we will arrange to avoid those items.
LIABILITY: We don’t climb higher than 3-step ladder due to liability reasons. Such ladder is enough to clean first floor windows, ceiling fans and lighting fixtures. For the same reasons, we don’t move or lift furniture and/or appliances that are heavier than 30 lbs. We will be happy to clean under your sofa if you move it for us. Our cleaners cannot work on the outside of your home, move furniture that contains electronics, prepare meals, provide any pet or children-related services, or empty diaper pails.H
HIRING OF GLEAMWORX, LLC STAFF: Client agrees that without expressed written consent at all times while client is employing the services of Gleamworx, LLC and for twenty-four (24) months after contract period terminates, client will not directly or indirectly; whether individually or as an officer, director, employee, consultant, partner, stockholder, individual proprietor, joint venturer, investor, lender, consultant or any other capacity whatsoever: solicit, divert hire, retain (including as a consultant) or encourage to leave the employment or contract period of Gleamworx, LLC and any employee or contractor of Gleamworx, LLC, or hire or retain (including as a consultant) any former employee of Gleamworx, LLC who has left the employment or contract period of Gleamworx, LLC within twenty-four (24) months prior to such hiring or retention. A violation of this agreement will result in a minimum fine of $2,500.00. In addition, Gleamworx, LLC shall have the right to collect reasonable costs and necessary disbursements and attorneys’ fees incurred in enforcing this Agreement. Personnel supplied by Gleamworx, LLC are deemed employees of Gleamworx, LLC and will not, for any purpose, be considered employees or agents of the customer.
MEDIA CONSENT: As part of our ongoing marketing and advertising efforts, we will from time to time take photos and/or video of our house cleanings for the purpose of promotion, marketing and advertising via the Gleamworx website, print media, Facebook, Instagram, etc. We will never capture or publicize personal or private information through photos or video as your privacy is our priority. If you wish not to give us permission to publish any photos and/or videos to any form of media, please let us know in writing by emailing us at info@gleamworx.com.
TIPS: Tipping is a great way to let your cleaner(s) know what a fantastic job they’ve done! Tips are appreciated by your cleaning team but not required. A recommended tip is 10-15% of your total cleaning fee. Tips can be left as cash for the cleaning team.
KEYS: Please make sure your home is accessible to us. Because your scheduled cleaning time may change each cleaning, we prefer a key to your home. Keys are maintained in a lock box except for the day of cleaning. Returned keys will require signature and identification at time of release.
OFFICE HOURS: Our office is open Monday through Friday 9:00am to 6:00pm (occasionally later and on weekends). After hours and weekends, a voicemail can be left and we will return it on the next business day.