Amy's Green Cleaning
Client Service Agreement
These terms of service are designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid if at all possible. With your help, these issues can be averted to ensure a successful service to you and your family in your home. These Terms of Service define the responsibilities and liabilities of Amy’s Green Cleaning and our clients. By scheduling or having already scheduled an existing one‐time or recurring service with Amy’s Green Cleaning, you are agreeing to
accept the following terms and conditions:
GENERAL LIMITS, CONDITIONS, AND LIABILITY
100% SATISFACTION GUARANTEE
If you are not happy with any area Amy’s Green Cleaning and it’s technicians
have cleaned, simply call the office within 24 hours of assessing your clean
and we will come back and re‐clean the areas of concern free of charge. The
cleaning technicians must be allowed to come back into the home within 1
business day and are usually able to return the same day of service.
Please note we do not offer cash refunds or money off the cleaning, but we
will 100% return and clean it.
INSURANCE, GENERAL LIABILITY, BONDING & TAX REPORTING
Amy’s Green Cleaning carries a $2,000,000 maximum liability insurance
policy as well as a $50,000 fidelity bond. All cleaning technicians are covered
by general liability insurance for any damages inside your home.
Amy’s Green Cleaning respects your home, and your safety. We do our best
to disarm and rearm your security system according to the directions and
code(s) provided. We do our very best to be diligent and careful. However, we
are not responsible for any charges from any local police departments or
security monitoring companies or any other associated charges related to an
activated alarm while we are entering, cleaning, or leaving your home.
If any technician from Amy’s Green Cleaning arrives to your home and any
areas contain bio-hazardous materials, we will not clean those areas but will
do what we can within safe reason. If an area cannot be cleaned due to
bio-hazardous materials, you will still be charged the full cost of the cleaning. If
there is any evidence of feces, urine, gross filth, or any material we deem
bio-hazardous in any part of the house, our office and the client will be notified.
The client will have the option to use our Whole Home Care division to
remediate those materials at an added fee.
PETS “ESCAPING” FROM THE HOME
Amy’s Green Cleaning cannot be responsible for pets that escape when our
cleaning technicians are entering or exiting your home. If your pet will be
roaming free or unleashed during your clean, please let us know in advance.
The cleaning technicians can be on alert when they enter and exit your
home. Our cleaning technicians are trained to close doors as soon as they
enter and exit your home and will not leave doors open for long periods of
SPECIAL PET CONSIDERATION AND INSTRUCTIONS
Amy’s Green Cleaning and our staff work around pets every day and we love
them! However, if you have special concerns that fall outside the duties of
cleaning (i.e., if you have allergies to your pet and your pet cannot be in your
bedroom, your cat cannot have any plastic around him or he will eat it, or your
dog gets excited and urinates when greeting a visitor), we will not be held
responsible for any damages or liability that result from your pets’
actions. Also, if your animal is aggressive or has been known to be
aggressive, we ask that you take extreme measures to ensure that your pet is
put securely away or boarded during the time your technicians are at your
home. If our technicians feel unsafe due to an aggressive animal, they will
leave your home and you will be charged full price for your clean.
PET OR RODENT FECES, URINE OR BLOOD
As defined by OSHA Standard 1910.1030, Amy’s Green Cleaning has fully
incorporated a blood-borne pathogen and infectious disease exposure plan.
Our cleaning technicians cannot touch, pick up, vacuum, or clean up in any
form, pet or rodent feces, urine, or blood. If your pet is sick or ill and having
accidents, please let us know so that our technicians can be prepared ahead
of time. It should also be noted that urine stains on hardwood floors can be
mopped by our cleaning technicians. However, please understand that if
urine has soaked into wood, the discoloration (stain) will not come out and a
flooring specialist should be contacted. If the client has any signs of these
materials, our Whole Home Care division can be requested to come and
remediate these materials at the clients’ request for an added fee.
Amy’s Green Cleaning does not conduct on site laundry for it’s clients. In an
effort to remain safe and adhering to our safety protocols for COVID-19, our
laundry services are all conducted off site. If you would like to retain us for
laundry service, it is the client’s responsibility to possess back up sheets and
towels for their home for each clean. Amy’s Green Cleaning will provide
laundry bags for clients that wish to retain our laundry service. All laundry
must be separated into towels and sheets and bagged accordingly by the
client previous to pick up or on the day of the scheduled clean. Laundry will be
picked up by the technician and delivered by us to a reputable laundry service
and returned on the following scheduled clean. We will only be responsible for
making beds with clean sheets as well as hanging or placing out clean towels.
There is a variable separate fee associated with our laundry service. We do
not clean personal laundry.
TRASH, GARBAGE OR REFUSE
In an effort to remain safe, Amy’s Green Cleaning does not remove any trash,
garbage or refuse from clients’ properties. Furthermore, client agrees to tie off
all trash, garbage or refuse containers with liners prior to the technicians’
CLEANING‐DAY HOME PREPARATION
Your price for cleaning is based on the cleaning technicians being able to
spend all of their time and energy on cleaning, not routine housekeeping.
Amy’s Green Cleaning asks that you take a few minutes before a scheduled
service to pick up and prepare for the cleaning. This will allow the cleaning
technicians easy access to the areas/surfaces to be cleaned: floors,
countertops, tabletops, etc. We also ask that all dirty dishes from kitchen sinks
be cleaned and put away or placed in the dishwasher. If our cleaning
technicians are required to perform these extra tasks, there will be additional
cleaning preparation fee and you will be billed accordingly. Also, If your water
requires being turned off or on, we ask that you let us know ahead of time.
Amy’s Green Cleaning will not be responsible for faulty plumbing or
mechanical failure of water systems.
HOURS & DAYS OF OPERATION
Amy’s Green Cleaning operates Monday – Friday, from 8AM – 4PM.
Our busiest season is currently from March 15th through November 15th .
Scheduling and space will be limited on our calendar.
We do not clean on Memorial Day, Fourth of July, Labor Day, Veteran’s Day
Thanksgiving, Christmas Eve, Christmas Day, New Year’s Eve, or New Year's Day.
ITEMS &AREAS AMY’S GREEN CLEANING DOES NOT
CLEAN & SERVICES THAT WE DO NOT OFFER
Wall washing or scrubbing (spot cleaning only)
Fabric blind cleaning or washing
Chandelier cleaning or washing
Trash/garbage removal from property
Interior fireplace cleaning / ash removal *
Cat litter box; cat litter on floor *
Pet or rodent feces, urine or blood *
Bio-hazardous cleaning (urine, mold, blood, bodily fluids, etc.) *
Areas unreachable by using our step stools *
Carpet powder, baking soda on flooring
Any area of floor, cabinets, or furniture that have paint, paint drips,
candlewax, or other stuck-on matter that could potentially cause damage
It is our strict policy that our technicians do not touch or move personal
items such as all jewelry, medications, paperwork, and laptops. If you want
these areas cleaned please make sure these items are put away prior to the
technician coming into the home.
We do not clean mold that has staining due to it permeating into the material
On site laundry
Trash service of any kind
Dirty dishes (We will put clean dishes away)
Windows (We do clean entrance and exit doors with glass)
Mechanical rooms or unfinished basements *
*These tasks can be conducted by our Whole Home Care Division at an
added fee to the client.
CLEANING SUPPLIES AND EQUIPMENT
Amy’s Green Cleaning technicians will always have the products and
equipment necessary to thoroughly clean your home. We are not able to use
any of our clients’ cleaning products without strict consent from our home
office. We also are not able to clean in homes that have any fumes from paint,
varnish, sealants, or solvents that are defined as Volatile Organic Compounds
(VOC’s) from recent work to your home. We are willing to use the
homeowner’s equipment when requested prior to cleaning and with the home
Amy’s Green Cleaning technicians take pride in dusting your home. Our tools
and techniques allow us to remove most of the dust and dander in your home
in a reasonable amount of time and effort.
Settling Dust: During the dusting process, some dust becomes airborne
and will not settle until after we have left. This is more common in first time
cleanings, and it may take several visits before settling dust becomes
Dusting Knick‐Knacks, Collectables, Stand‐up Picture Frames, and
other small items: We dust small items based on the size and the number
of items on a shelf or flat surface like a mantel. If there are 10 or fewer
small items on a shelf we will hand dust them and the surface below and
return the item to the shelf. If there are more than 10 items per shelf, we
may dust the items where they sit and the surface around them.
Dusting height limits: We are not able to dust items on shelves or items
hung on a wall that are higher than a cleaning technician can reach while
standing on a 2-step stepladder. We do use extension poles to high dust
rooms, but we will not high dust items that may tip over or items that are
insecurely hung on the wall, as we can’t hold it in place to properly clean
SHOWERS, TUBS, & BASINS
Showers, tubs and basins can and will accumulate lime, calcium, iron and/or
soap scum. Amy’s Green Cleaning does not conduct lime, calcium or iron
removal unless it can be removed with elbow grease utilizing a non-toxic
cleaning agent, and reasonable scrubbing efforts (mineral and lime, however,
usually need acid remover, which we do not work with). We do remove soap
scum, however. Mold and mildew are organic and will grow deep into and
behind grout or caulk. Surface stains will be minimized by our cleaning
products, but completely eliminating it may require the homeowner to have
their shower re‐grouted or re‐caulked. Showers, bathrooms and kitchens with
tile and grout may need extra time to clean, especially if there is a lot of tile.
Scrubbing with a grout brush around each tile is time consuming. If you have
extensive tile in your showers, bathrooms or kitchen, you will need to request
sporadic “deep cleanings” of these areas. Please book this additional grout
service accordingly and, in the meantime, we will do our best to keep it clean & sanitized.
DAMAGE OR BREAKAGE
Amy’s Green Cleaning technicians always exercise reasonable care when
cleaning your home. We are not liable for damage that is caused by “normal
wear and tear,” improper installation of an item in your home, or artwork,
collectibles or family heirlooms valued over $50. These items include but are
not limited to the following examples:
Carpet & Rug Snags: Carpet snags are the result of “exposed loops”
caused by normal wear and tear, moving furniture, etc. These loops can be
snagged by our vacuum systems from time to time. We use industry
leading Miele HEPA certified vacuums. These vacuums are set to industry
standards in order to limit snags while still providing a high-quality cleaning
Insufficient Support / Not Recommended Placement: We are not
responsible for items such as televisions, mirrors, photos, pictures,
decorations, art objects, etc., that are not properly placed on stable objects
or affixed properly and per manufacturer’s recommendations. Thumb tacks,
short nails, or unanchored nails for heavy paintings or mirrors or other
objects are not stable. If we find objects that are improperly, insecurely, or
dangerously affixed, we will not be able to clean or dust these items.
Accordingly, we are not responsible for televisions not placed on proper TV
stands, items leaning against walls (such as mirrors, photos, pictures), etc.,
that are not properly affixed to walls or area(s).
Cleaning Refrigerators: Customers should be aware that there are some
inherent risks each time your refrigerator drawers and shelving are cleaned.
If there has been gunk / old food / sticky substances, when you scrub that
clean, the plastic, which is a brittle substance, may crack as you are
“weakening” the structure from scrubbing the materials off. This material —
especially sticky substances — adhere to the plastic, so cracking can occur.
We are not responsible for any cracking / splitting, etc. for your refrigerator
parts as a result.
Broken Blinds: Customers should be aware that there are some inherent
risks each time your blinds are cleaned and/or dusted. Blinds will become
brittle from daily exposure to the sun, and strings/chords will weaken over
time resulting in breaks.
Improperly hung pictures/decorations/mirrors/fixtures: If these items
are securely/properly attached to the wall, they should not fall when the item
Artwork, Collectibles, Family Heirlooms and valuables over $50: These
items are expensive or impossible to replace and so we will not take the risk
of cleaning such items. It is the customer’s responsibility to inform Amy’s
Green Cleaning of any such items that exist or are brought into the home
after our initial consultation that fall into this category. Additionally, if there is
artwork which is especially fragile or unusual, please notify us before the
cleaning so we can exercise appropriate care. If you are concerned about a
particular piece as it is not replaceable, we would ask that you put that piece
away for the duration of the cleaning. If any of our technicians do break any
thing in your home, they will contact you as well as our headquarters to
inform us of the occurrence.
Holiday Ornaments, Holiday Decorations, Christmas Stockings,
etc.: Items that are placed out for holidays and not permanently affixed are
notoriously difficult to clean around and can easily fall if they are attached by
a thumbtacks, tape, or other adhesive fixtures. For this reason, we
recommend putting the items away to make it safer for us to clean the day
of the cleaning. Amy’s Green Cleaning is not responsible for any ornament
breakage, decoration breakage, etc., unless it is there year-round, and we
know about it ahead of time. Amy’s Green Cleaning will not be responsible
for any items that are hanging such as lights by a fireplace, around a
window, or in a doorway.
Plumbing Fixtures: If you have faulty plumbing, fixtures, plumbing or
fixtures that are not functioning properly such as a drip, leaky toilet,
overflowing toilet, etc., or any and all other plumbing and/or fixture issues,
we must be notified ahead of time. We will not be held liable for any damage
to plumbing or plumbing fixtures with currently known issues. Additionally, if
you have a dripping faucet of fixture, notify your technician and / or our
headquarters before we clean the area.
Wine, Champagne, and Other Glassware; Dishes & Crystal
Bowls: Since Amy’s Green Cleaning does not offer dish washing service,
we do request that counter tops be free of all dishes, glassware, etc. on the
date of cleaning. We are not responsible for breakage of any items as we
attempt to remove them from counters to clean. Please note that fragile
stemware should always be put safely away to avoid any accidents.
Glass Objects in Shower: We request that you remove any glass objects
from showers or bathtubs before we clean. Glass objects are unsafe to use
in these areas and pose a risk to our cleaning technicians and to your
objects. We will not be responsible for any glass breakage in the showers,
bathtubs or ledges surrounding the bathing area.
Use of Homeowner’s Vacuum or equipment: If you request our cleaning
technicians to use your vacuum or equipment, we will not assume or accept
any liability for damage to that equipment. Amy’s Green Cleaning is not
responsible for maintenance or training with the equipment so we will not be
responsible for any repairs to it.
Windowsills/Door Threshold Cleanings: During initial deep cleanings
and move-out cleanings, we clean windowsills and door thresholds.
PAYMENT FOR SERVICES
Payment is due to Amy’s Green Cleaning, at the end of the business day of
the day our services are conducted or within 24 hours of the invoice receipt,
unless prior arrangements have been made with our home office. We take
credit cards, debit cards, or checks. Invoices are usually sent out within a 24
hour period of the clean and are are due on receipt. Our cleaning
technicians are not allowed to accept payment after services are
Amy’s Green Cleaning does not require any fees for credit or debit card processing.
Checks should be made payable to Amy’s Green Cleaning and
PO Box 331, Sautee Nacoochee, GA 30571.
If the client would like to leave a tip for their cleaning technician, please
add it to the full amount for checks, and we will gladly pass it along to your
technician. Our electronic payment application has a place for tips when
taking electronic payments.
Since cleaning is a very personalized and subjective service, we
cannot offer refunds to clients. If you are not happy with your clean, we are
glad to come back and re‐clean any areas free of charge according to our
100% Satisfaction Guarantee within 24 hours of the homeowner or client assessment of the clean.
Amy’s Green Cleaning clients are responsible for providing cleaning
technicians access/entry into their homes. If our cleaning technicians cannot
enter your home, you will be charged a “Lock-Out Fee” of $75.00. Amy’s
Green Cleaning can provide you with a contractor key box, at a minimal cost,
in which you can leave your key for the cleaning technicians to gain access to
your home. If you provide a key to the cleaning technician, you must contact
our home office to let us know. We will email you a Key Receipt. Keep this receipt as your proof that you have provided us with a key.
Please let us know as soon as possible if you need to reschedule or cancel a
cleaning appointment with Amy’s Green Cleaning. Your cleaning technicians
appreciate and count on your business. If you can provide us with at least 5
days advance notice of any scheduling changes, it gives us an opportunity to find another home for them to clean.
SCHEDULING CHANGES CAN RESULT IN THE FOLLOWING:
The price for your recurring service is based on square footage, location, and
frequency between cleanings. Our current recurring price categories:
Weekly (Once a week)
Bi‐Weekly (Every two weeks)
Monthly (Every four weeks, not once a month)
Amy’s Green Cleaning also offers a one time deep clean, a move in/move out
clean as well as post construction cleans.
RESCHEDULING YOUR CLEANING
Rescheduling your cleaning can result in the cost of your service being Less
Than, More Than or the Same As your last cleaning, or your Recurring
Schedule cancelled altogether.
Example 1: Weekly customer “skips” a cleaning, creates a two week
interval between visits and the applicable higher ‘bi-weekly’ rate will apply to
the next cleaning.
Example 2: Bi-Weekly customer “skips” a cleaning, creating a three or four
week interval between visits and the applicable higher ‘monthly’ rate will
apply to the next cleaning.
Example 3: Monthly (every four weeks) customer skips a week creating a 5
week interval, the rate would be the monthly rate + 25% of the monthly rate;
if a customer skips two weeks creating a 6 week interval, the rate is the
monthly rate + 50% of the monthly rate; if longer than 6 weeks, it will be
considered a first time cleaning and priced at the initial cleaning rate.
Example 4: Bi‐Weekly customer 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.
Example 5: A recurring customer cancels 2 or more cleanings in a row.
Amy’s Green Cleaning may cancel their recurring cleaning schedule and
request they call when they are ready to resume and, if appropriate, be
placed on the waiting list for another consultation
A FEE CHARGED to the Client if the client cancels:
The day of or 0-24 hours’ notice before scheduled cleaning: client agrees to
pay the full cost of the anticipated cleaning.
With 48-120 business hours’ notice before scheduled cleaning: client agrees
to pay a minimum $150 surcharge.
120 business hours or more notice: client pays no fee.
NO AVAILABILITY – It is our goal to meet every cleaning request, however
cleaning dates do sell out.
The best way to reserve an alternative date is to
email Amy, firstname.lastname@example.org or call her at Amy’s Green
Cleaning home office as soon as possible.
FEE FOR RESCHEDULE, CANCELLATION, REDUCTION
OF SERVICES REQUESTED, OR LOCK‐OUT WITH LESS
THAN A 72‐BUSINESS HOUR NOTICE
Amy’s Green Cleaning is happy to work with our clients to reschedule, reduce
the services requested, and cancel services throughout the year to work
around your schedule. This policy has to do with rescheduling service,
reduction of services requested, or cancelling an appointment with less than
120 business hours’ notice (for cancellation purposes, business hours are
8AM – 4PM, Monday – Friday; holidays and weekends are excluded and do
not count as a business day).
ALL CANCELLATIONS AND/OR
RESCHEDULES REQUESTS MUST BE CONDUCTED BY EMAIL TO AMY
. Please note, that some last-minute
cancellations can be prevented if a customer provides us with access to their
home using a garage door code, key, lockbox or other methods. Seasonal
clients must be prepared to set up a viable annual calendar when setting up
service. All cancellations and rescheduling fees due to COVID-19 will be
waived if a reasonable timeline is set in place. If you are in need of specific
COVID-19 related remediation, please contact our sister company, North
Georgia Decon at .
When purchasing Amy’s Green Cleaning services, you are purchasing
reliable, well‐ trained, insured, and trustworthy cleaners. There may be an
occasion where our cleaning technicians need more time to complete the
specific cleaning program you purchased. A few examples include:
The condition of your home is different than what you represented when we
established your proposal or estimate.
Excessive dirt/dust/stains resulting from remodeling/construction, post‐party
If a particular cleaning requires more than the agreed upon time to finish due
to the situations above or other unforeseen circumstances, we will conduct the
cleaning and charge appropriately. If additional time is repeatedly needed, we
would need to conduct a new consultation to discuss a change in your regular
Move Out Cleanings
Move-out cleanings (or move-in cleanings) assume that the home is empty
and that drawers, cabinets, refrigerators, and ovens, are empty as well. If we
have submitted to a client for a move-out and there is food in the fridge or
items in the cabinets or drawers an additional fee will be applied to the
invoice. If there is furniture in the home, the furniture will not be cleaned.
QUALITY CONTROL AND INSPECTIONS
AUDITS AND INSPECTIONS
Amy’s Green Cleaning randomly inspects and audits our cleaning teams. The
inspector may inspect your home after a cleaning is completed and when the
cleaning technicians have left, during the final phase of cleaning, or during the
WE NEED YOUR FEEDBACK
Receiving clients’ feedback is an important ingredient to a successful house
cleaning service relationship. Your feedback helps us monitor the
performance of your cleaning technicians and deliver the highest quality
cleaning experience in the industry.
SAFETY, WORK CONDITIONS, TEMPERATURE
SETTINGS AND COVID-19 PROTOCOLS
During summer months, many of our customers turn their air conditioning off
or set them to higher temperatures during the day, while they are out. On the
day that your cleaning technicians arrive, we ask that you set the thermostat
to a minimum of 74 degrees so that your cleaning technicians can work in a
safe environment without overheating.
For safety reasons, if our cleaning technicians arrive to a home that is warm
and the air conditioning is turned off or not reduced to safe levels, our
cleaning technicians will contact the client and our home office before
adjusting the thermostat. They will return the temperature to the previous
setting before they leave. We still ask that you to let the air conditioning run
on the day of your service because it can take several hours to cool a home to
During the winter, we request that the home is between 60 and 72 degrees.
In April of 2020, Amy’s Green Cleaning implemented safety measures to
ensure that we keep our technicians, their families, our clients and their
families safe from the spread of infectious diseases like COVID-19. Many of
the items within Amy’s Green Cleaning Client Service Agreement address
these measures. For a detailed protocol please see the Appendix A below.
NON‐SOLICITATION OF AMY’S GREEN CLEANING EMPLOYEES
When entering into an agreement for services with Amy’s Green Cleaning you
agree not to solicit for hire any staff member, subcontractor or affiliate
introduced to you by Amy’s Green Cleaning for any home‐related
services. We spend great deal of time, money and resources sourcing,
interviewing, checking references, training, and conducting background
checks for our technicians. When hired, each cleaning technician signs an
agreement barring them from performing any home‐related service for any of
our past or present customers. However, if you do wish to employ a staff
member, subcontractor or affiliate directly, please discuss this matter with the
Amy Mays of Amy’s Green Cleaning.
Amy’s Green Cleaning is committed to protecting the privacy of clients. We
will not sell, exchange or otherwise distribute your personally identifiable
information to any outside third parties. No pictures are taken within or around
the premises of our clients’ homes without express written consent, unless the
technician is taking pictures of proof of damage or for a significant cleaning
APPENDIX A: COVID-19 RESPONSE
Amy’s Green Cleaning is committed to remaining safe during these times. We
have implemented a new safety protocol around COVID-19 as well as other
infectious disease control. Listed below are the measures we are taking to
help prevent the spread of germs associated with COVID-19 and other
Daily preliminary testing of all of our technicians to include temperatures
taken and a specific questionnaire for proper record keeping
Disinfecting of equipment and vacuums between homes/service
Preliminary questionnaire for each client to be conducted 24 hours prior
to entering clients’ homes.
Donning and doffing of PPE for our technicians
Heavy disinfecting of clients’ structures to include but not limited to:
Switch plate covers, doorknobs, kitchen and bathroom faucets,
computer keyboards, remote controls, oven/stove handles,
refrigerator/freezer handles, all cabinet handles, as well as any
other common area touch points.
Implementation of internal protocols including proper training for PPE
Weekly heavy disinfection of vacuums
Weekly meetings with all staff to ensure protocols are being met.
Amy’s Green Cleaning reserves the right to take exception to any or all parts
of this service agreement for any client when applicable. We understand that
cleaning is a very subjective and try our best to be as flexible as we can.
Tasks include removal of dust & debris from home for the final clean. We will wipe home down from the ceiling to the floor before the occupation of a home and/or building.
INITIAL DEEP CLEANING
MOVE-IN / MOVE-OUT
Has it been a while since your home has been cleaned? Does a home your moving into need some special attention? Or are you trying to sell your home and need some extra hands on it? If any of these apply to you then this service is for you!
We offer recurring services based on your cleaning needs: one-time, weekly, biweekly, monthly, and seasonal services available.