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Amy's Green Cleaning Client Guidelines
Your Cleaning Rates – Pricing is determined at the time of the estimate and is
based on the SF of your home as well as the information you provide for us
Initial cleaning price - If we get to the home to clean and it is going to
take longer to complete than anticipated, we will inform you and you
will have the option to either add additional hours at our normal hourly
rate or provide a list of priorities that can be completed in the time we
Recurring price - Our recurring cleanings are a flat rate - meaning you
are charged the same each visit. If we find that we are going over or
under the time you are paying for we will let you know and adjust the
price and time accordingly after speaking with you.
Rate Increases – We evaluate rates annually and will give you plenty of
advanced notice if your rates will be changing.
Preparation For Your Cleaning – Please pick-up as much as possible before
your cleaner arrives. Pick up and put away toys, clothing, and trash. It also helps
for you to declutter surfaces as much as possible. This will allow us to focus
more on cleaning rather than tidying.
Your Cleaner - While we strive to keep our consistency with a single assigned
cleaner, that is not always possible. This is how we handle it:
When you will be seeing a new or different technician, the technician
will inform you by text.
If you want the same technician every time just let the office know and
we will annotate that in your file. If your cleaner is out for any reason,
we will let you know and arrange to skip that cleaning.
Cleaning Is Not Restoration – We continuously strive for consistency and
attention to detail, not perfection because it’s unrealistic. For example, your
faucet area has been subject to years of hard water and has turned the metal
green. We cannot reverse chemical reactions. The same is true for mold that has
built up behind your bathroom caulking. We are more than happy however to
refer you to a service professional who has this niche focus.
Your Feedback - We need your feedback and input on your overall experience
and the quality you are receiving so that we may address issues that are
important to you. We take great pride in our work and will address and/or
correct any issue we are made aware of.
Quality Control – Amy’s Green Cleaning is known for delivering a great quality
cleaning. One of the ways we ensure this is consistent standards and regular
quality inspections by our quality manager, as well as continuing education on
cleaning techniques and products. If your cleaner is going to be inspected, our
quality manager will come at the end of the cleaning to inspect her work.
Pets – We LOVE them! But please secure any pets that may show even the
slightest aggression. Please also note that we do not clean up any animal
accidents and that if we have to leave the property due to an aggressive animal,
you will be charged for the total clean.
Cancellation/Reschedule – There is a $75 charge for cancellations or
reschedules under 48 business hours prior to the appointment. Business hours
are Monday – Friday 8:30 a.m. – 4:30 p.m.
Illness/Covid – We highly appreciate advance notice if someone is in your
home sick (and contagious) while we are cleaning. If anyone in the home has
Covid and is quarantining, the cleaning will need to be rescheduled.
Weather – When inclement weather strikes, the safety of our employees is
important. We will inform you of any delay or rescheduling as early as possible.
Payment – is due at the time of service. We accept all forms of payment (cash,
checks and major credit cards). Even when paying by cash or check, we require a
credit card to be kept on file.
Damage - When cleaning it's always possible that we might inadvertently
damage a surface. Here's how we handle it.
If we damage something let us know within 48 hours of the cleaning.
We will come and inspect the damage. If it appears to be our cleaner's
fault, we will replace or repair it.
Breakage - Accidents are bound to happen and we feel awful when it does.
Sometimes there are accidents waiting to happen such as pictures not
hung securely, top heavy items with unstable bases, wobbly, tippy
objects, or slippery object such as olive oil bottles with loose caps. We
cannot take responsibility for these. Please remove unstable,
breakables to a place we do not clean (we do not clean inside curios,
China cabinets, or clear wet bar shelves)
If we break something we will replace or repair it up to $100.
Please move expensive décor, figurines or glassware valued at over
$100 to a location we are not cleaning or have us skip that area entirely
if you do not want to accept that risk.
Breakage must be reported with 48 hours of the cleaning.
Solicitation – We value our employees and pour an enormous amount of time,
energy, and expense into our screening, hiring, and training process.
Our employees sign a non-compete, non-solicitation agreement when
they are hired. They face legal jeopardy if they offer to clean for you "on
the side.” Please inform the office if your cleaner ever approaches you
in this regard.
If you solicit our employees for private hire, our cleaners are
required to report this is our management. If confirmed, we will
terminate our relationship and cancel your service.
Our policies are designed to help minimize risk and abuse and are not
intended to avoid responsibility.
Amy’s Green Cleaning will never require a contract with customers, but we do
require all new customers to read and acknowledge the above Client Guidelines
in an email back to us.
Please do not hesitate to reach out to us directly if you would like further
clarification on any of our policies. Caring for your home is personal to us. We
do it every day with as much heart and respect as possible. If we fail in any way,
let us know and we will bend over backwards to improve or make things right.
We never want an issue to go unresolved.
Thank you for your confidence in allowing us to handle life’s most expensive
possession – your home!
Customer Service & Office Manager, Amy’s Green Cleaning