Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work. By using the services of XP Clean Solution LLC, you agree to abide by the following policies and procedures:

Privacy Policy

We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for.

 

Security

We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include, but are not limited to:

· Letting us in on the day of service if you will be home when we arrive

· Providing us with an extra key

· Providing us a lockbox, keypad, or garage code

· Leaving us a key under a mat or pot to use and return or leave in the house when finished

 

Late Cancellation/Rescheduling

Because we reserve a time especially for you, please make any schedule changes 72 business hours before service to avoid incurring a cancellation fee.

If a cleaning appointment is cancelled less than 72 hours in advance a cancellation fee of 50% of that cleaning’s cost will be charged.

if the cleaner is unable to enter the house for any reason (example: due to codes being changed and not informed, customer being absent and/or forgot to leave the key, etc), a cancellation fee of 100% of that cleaning’s cost will be charged. Once the cleaner is at your door, the maximum waiting time to get access to the property before the cleaning is cancelled is 15 minutes.  

We must adhere strictly to this policy in order to prevent lost wages for your cleaner. We appreciate your understanding.

Late schedule changes due to unexpected circumstances not under your control will be reviewed on a case-by-case basis, and we reserve the right to ask for documentation.

 

Electricity and Water Notice

We cannot work effectively in a house without electricity or running water. Please ensure that your home – especially if it is empty and in the middle of being sold/bought/turned over – will have electricity and running water on the day of service.

Late Cancellation/Rescheduling fees may apply if we need to make last-minute schedule changes due to lack of electricity or water.

 

Customer’s preparation for the Cleaning

Please keep the areas as much “free and clear” as possible for us to clean; for example, clearing the floors of clothing and toys, clearing surfaces of small items such as pens, coins, important documents, etc.

This preparation will allow our cleaners to get more done during the visit and will increase the final quality of the work as they will be able to focus more on details.

The ideal cleaning situation is when no one is home.

In case it is not possible, please eliminate as many distractions as possible so we can work uninterrupted.

Please secure pets and keep children in another area. It is very important that no one is in the area we are cleaning as it can severely compromise the quality of the work. For example, if we are cleaning the kitchen and there is someone preparing a sandwich at the same time it may compromise the quality as there will be footprints in the recently mopped floors and debris will be spread.  

Our cleaners are pet friendly, nevertheless please secure any pet that may be overwhelmed by our presence and/or pose a threat.

Please secure any pet that is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the customer. XP Clean Solution cannot be held responsible for the escape or safety of pets.

 

Trash Disposal

The customer should provide trash bags so our cleaners can replace them in the trash cans.

We require that any collected trash must be left in the garbage bin at the homeowner’s location. Our cleaners cannot take trash with them.

 

Breakage policy

Our cleaners are trained to move carefully and prevent any incidents from happening, but in case an item is damaged the following policies should apply:

1-      Sometimes breakage occurs when there are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). We cannot take responsibility for those situations. Each incident is reviewed on a case-by-case basis. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves).

2-      Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.

3-      We will cover the cost of repair or replacement of items when breakage value is verifiable. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 24 hours of the service. The Client is not entitled to claim any loss for any incident if the incident is not reported to XP Clean Solution within 24 hours of completion of the Service.

 

Insurance

XP Clean Solution is covered by up to $2 Million in General Liability insurance. Fraudulent claims will be prosecuted to the full extent of the law.

 

Special Policies and Service Limitations

We cannot perform certain services due to insurance and safety concerns. In an effort to be as transparent and informative as possible, some things that we don’t offer include, but aren’t limited to:

·       Disassembling light fixtures

·       Disassembling seals on shower doors

·       Disassembling furniture to clean it

·       Disassembling any appliance (besides oven racks and fridge shelves)

·       Lifting or moving heavy furniture over 15 lbs.

·       Lifting or moving large fragile items

We cannot provide services in residences that show evidence of hazardous situations. We reserve the right to refuse to clean (or immediately stop cleaning) if there are signs of the following problems, and we must charge our lock-out fee of 50% of the scheduled cleaning. This is not an exhaustive list:

·       Pest infestation – cockroach, bedbugs, fleas, etc.

·       Animal infestation – birds, mice, rats, bats, etc.

·       Excessive/Uncontrolled Mold Growth

·       Human waste, blood, and bodily fluids

·       Hoarding

·       Other hazardous situation

Cleaners are entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;

The Cleaners may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Client if the cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety.

The Cleaners may, either before or during the provision of the service not provide or cease the provision of the service where carrying out the service presents, in the absolute discretion of the Cleaners, a risk to health and safety.

The Client acknowledges that the results of any services provided may vary depending on a number of factors (including but not limited to the time elapsed since Premises was last cleaned, nature of stains of cleaning required), and that XP Clean Solution gives no guarantee as to the actual results of the Service.

 

Small Requests

All small requests, add-ons, or swaps must be added to your appointment through the office to ensure that we can provide the service you’re requesting and our techs are prepared with enough time and the right supplies to perform the request.

 

Service Quality Guarantee

XP Clean Solution strives to provide outstanding cleaning services for our clients. We prefer to conduct a walkthrough at the end of services to address any issues, but if this is not possible. and you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address and correct the problem.

If we receive prompt notification, we will schedule a time to come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge.

If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.

If there were other service providers in the home at the same time or after the cleaning (For example electricians, carpet cleaners, painters, movers, etc) we won’t be able to correct any problems found nor compensate for your inconvenience after that once the presence of other service providers may compromise the quality of the cleaning work.  

Please keep in mind that, if you have purchased hourly cleaning, we can only guarantee that we will deliver the amount of cleaning time hired. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.

The cleaning hour is defined as the 1 hour of cleaning service provided by 1 individual cleaner. That means that [number Cleaning hours] = [number of visit hours] x[ number of cleaners]. Example, if the customer hired 4 hours of cleaning, the service can be done in 4 hours by one cleaner or 2 hours by 2 cleaners or 1 hour by 4 cleaners and so on.

 

Non-Solicitation Agreement

We value our staff and pour an enormous amount of time, energy and, expense into our screening, hiring, and training process. This agreement helps safeguard our success at providing only the best staff to our deserving customers.

For this reason that our customers and staff must agree to our non-solicitation agreement. If breached, a fee of $5000 (for damages) will be assessed.

This helps to minimize the risk of unfair solicitation that undermines the good experience all our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for hire directly.

By booking our services, you are agreeing to the following terms: XP Clean Solution employees are not allowed to engage in a work-relationship directly with you or anyone associated with you for one full year after the last service execution.

You will be charged a $5000 finder’s fee if you or anyone associated with you hire a cleaner of XP Clean Solution on an individual basis for any sort of work.  

 

Solicitation of a XP Clean Solution cleaner for private hire will result in permanent termination of service and forfeiture of any unused gift cards or cleaning vouchers as well as the $5000 fee. This does not preclude us from seeking other solicitation-related damages.