Cleaning Times

Your cleaning service schedule is shown in and included in our public calendar events that we create for you. We will do our best to be timely and meet the indicated cleaning times, but traffic and other customers may affect our schedule. We will contact you if your scheduled cleaner is more than 30 minutes late. If no arrival time is indicated, cleaning will take place between 9:00am and 6:00pm, but we may occasionally work after this time. Our cleaning staff appreciates your flexibility. If possible, please allow an open time frame rather than an exact arrival time. The scheduled time frame is an estimate of the time required to clean under many possible extreme conditions. The time frame itself is not a binding contract, all services we provide are not charged on an hourly basis, and we will generally complete the cleaning work before the end of the scheduled time frame. Payment

Policy

Payment is due at the end of the service unless we have made other arrangements with you. (We may require a deposit to schedule appointments in advance). If cash or credit card payment is not provided at the time of service, full payment of all amounts owed will be processed using your credit card on file. If we charge the cleaning fee to the credit card on file and you later decide to pay in cash because it causes problems with your bank or you just changed your mind, we may refund the fee to the credit card on file, unless you gave us cash first.

Late Payment Penalties

Late payments are subject to a $35.00 late fee. In addition, interest will be charged at the rate of twelve percent (12%) per month on all past due amounts. Spotless Cleaning Services reserves all rights under Washington law to collect amounts due and owed under this Agreement.

No Show Fee

If the cleaning appointment is canceled on the same day, or we arrive at your home and no one is there, or you tell us you forgot to call to cancel, a $35 fee will be charged.

If the cleaning appointment is canceled less than 48 hours in advance, a $35 fee will be charged.

If you need to cancel the entire service, you must make these requests by email, phone, or our self-service online portal.

If the customer reschedules the cleaning less than 48 hours in advance, instead of canceling, a $35 fee will be charged.

Customer agrees to reimburse Spotless Cleaning Services for all costs (including attorney fees) incurred by Spotless Cleaning Services in charging late fees.

Even if fees are paid, management may close accounts with no-shows or excessive cancellation rates.

In the rare event that Spotless Cleaning Services cancels a scheduled cleaning appointment with less than 48 hours notice and there are no available slots for other cleaning appointments within the next five business days, a 25% discount will be provided on the next cleaning.

In the rare event that Spotless Cleaning Services must reschedule an appointment with less than 48 hours advance notice, a $20.00 credit will be provided on the next cleaning. No credit will be given if our rescheduling offer is rejected by the customer for any reason.

Paying for Family or Friend Services

If you pay for family or friends and claim to cancel services, but your friend or family member has our cleaner come to clean, it is assumed that you still need services and is due upon receipt of services. In order to completely cancel a dual account, both parties must contact us by email at least 48 hours prior to the next appointment. If one spouse cancels the service and the other spouse and/or children ask us to come in to clean, this suggests to our cleaners that we are available to be there and payment is required.

Limitation of Liability

All valuables of irreplaceable, one-of-a-kind, sentimental value, collectibles, trophies, discontinued patterns, heirlooms and high-priced crystal china items must be disclosed to Spotless Cleaning Services. Due to insurance regulations, these items cannot be cleaned. Spotless Cleaning Services assumes no responsibility for items not disclosed and listed in this estimate. Spotless Cleaning Services is not responsible for items that are damaged or broken due to product wear and tear, nor is it responsible for damage caused or caused by fixtures that are not properly secured such as pictures, mirrors, curtains, wall coverings, missing furniture glides, wooden floors, scratched bottoms of furniture trim coverings, cabinet mounted appliances and home accessories. Spotless Cleaning Services is not responsible for damage that is not reported within 24 hours of the last cleaning. We are not responsible for damage caused directly or indirectly by non-standard company products and equipment requested to be used. Spotless Cleaning Services will only consider liability for repairs for damaged or broken items at the cost of replacement. If an item is part of a collection, only the cost of the individual item will be considered. If a client asks Spotless Cleaning Services to clean windows or blinds, Spotless Cleaning Services will not be responsible for any damage or loss if such blinds are damaged during the cleaning process.

Service Quality Guarantee

Spotless Cleaning Services is committed to providing our clients with exceptional cleaning services. We prefer to perform a walk-through at the end of the service to correct any problems, but if this is not possible. If you are dissatisfied with any cleaning service provided, you will need to notify us within 24 hours of the service so that we can address and correct the problem. If we receive prompt notification, we will come back to check on the problem. If the problem relates to the quality of the service we provide, we promise to fix the problem free of charge and provide an additional half hour of cleaning service at no extra charge to compensate you for your inconvenience. If we are not notified of the problem within 24 hours of the cleaning, or if you decide to fix the problem yourself, we will not be able to fix the problem for you and you will not be compensated for your inconvenience. Please remember that if you purchase an hourly cleaning service, we can only guarantee that the cleaner will stay for the specified time. If time is tight, we may not be able to complete all tasks. Therefore, if the issue concerns the time required to complete the cleaning service rather than the quality of the service itself, we can only resolve the issue if you purchase additional cleaning time.

Health and Safety

All equipment used by Spotless Cleaning Services, including electrical equipment, must be in good working order. Any client’s home that we clean must be a safe working environment in order for us to complete the job properly. Health and safety is important to you as a client, and a spotless cleaning service eliminates any possible accidents. If the home is hazardous or unkempt, we reserve the right to have the cleaner take photos of the area before and after treatment.

Inclement Weather

As we all know, Seattle weather is unpredictable. If there is a storm on your scheduled cleaning day; the office will make a judgement call as to whether the crew will be out that day. We never want to jeopardize the safety and welfare of our staff. If we do have to cancel your visit due to inclement weather conditions; we will call you to reschedule the cleaning. We ask that you pay attention to the conditions outside your home on the day we schedule. Please keep your driveway and sidewalks sanded and/or salted so that our crew can enter your home without getting hurt. If you feel that we may not be able to enter the home due to conditions, please call the office ahead of time to let us know.

Keys, Alarm Systems and Security

If you as a client request that Spotless Cleaning Services hold a key to your home, we will not, under any circumstances, hold your address details with the key. However, for the purpose of identifying your key, your initials may be retained on the keychain to make it easier to identify which key belongs to you. You must notify us of any alarm system that needs to be de-armed or reset. It is in our best interest to always keep your keys safe. Our policy is to keep our clients’ keys safe, but we will take full responsibility for any lost or misplaced keys so that they are replaced as soon as possible. If you as a client are present, please ensure that you are present at the agreed time to allow us access. If we arrive at the appointed time and no one is home without notice, you as the client will be responsible for paying for the full number of hours on that day. Cleaning fees are non-refundable. Any incidental expenses incurred by the company or cleaners as a result of the client’s actions will be reimbursed in full by the client immediately. Spotless Cleaning Services has a strict no smoking policy. We do not accept anyone smoking on client premises. This also includes the use of computers, phones and/or any other personal items belonging to the client, except in an emergency situation

Construction Cleaning

If construction is still ongoing during or after our cleaning, we cannot guarantee the work will be completed and you will still be required to pay for the cleaning services in full. If you feel our cleaning was not up to par and notify us within 24 hours, we will come out and fix those items within 72 hours, provided the property is not occupied by construction crews or people who have soiled it again. We cannot guarantee that we can return to re-clean before your tenant moves into the property. As some surfaces scratch easily, we cannot guarantee that all hard floors will be 100% residue free to avoid causing more damage. If we cannot remove paint or other residue using non-scratch methods, this does not mean the cleaning is free. If the owner or property manager is unable to walk through and approve the cleaning before, we will complete the cleaning and if you need additional items completed, we will assess a $50 fee for us to return for a post-cleaning walk-through. If we send you a line item estimate/invoice and there is a dispute on a specific item, the additional items must be paid in full before we will fix the item in question. If you report a quality issue to us after 24 hours or if it is outside our guarantee, we will try to reschedule your redo cleaning as soon as possible.