Customer Guidelines
Please Read the Customer Guidelines!
At Not Just Dust Cleaning, we are committed to providing you with an exceptional cleaning experience. To achieve this, we have established a set of policies and procedures that ensure fair and consistent service for every client. By adhering to these policies, we can maintain our high standards and provide stable employment for our staff. As a valued client, we kindly ask that you familiarize yourself with and abide by the following policies and procedures.
In-person and phone estimates
We value your time and strive to provide the most accurate estimate possible. To achieve this, we ask that you provide us with honest and accurate information about your home at the time of booking. As we do not assess each space before cleaning, the information provided must be as accurate as possible.
If we determine that your home requires more time than originally estimated, we will notify you immediately. At that time, we will extend our time at our current hourly rate or prioritize your cleaning. Additional charges will only apply if the customer has been notified and approved them.
To ensure a smooth cleaning experience, please make sure you are available by phone or email during your service in case we need to contact you.
Preparing for Your Cleaning
To ensure that we can focus on providing detailed and high-quality cleaning, we kindly ask that you pick up and tidy your home as much as possible before our arrival so that your cleaning technician is able to clean it properly. The less clutter around the easier it will be for her to focus on the cleaning.
While we appreciate your desire to help, please refrain from doing any cleaning before we arrive. Our estimated cleaning time is based on actual cleaning and does not include time for tidying.
Paper Towel and Trash Bags: please leave out 1 paper towel roll and trash bags. Preferably on the kitchen countertop. If you prefer us to get them for you, please send the instructions. We will always leave the paper towel left over on the kitchen countertop again.
Firearms and guns: If you have them please put them away before the cleaning starts. The maids will not clean the room/area with visible firearms or guns.
Making the Beds/Changing the sheets: if you want us to make the beds or change the sheets, please let us know so that we can include this service in your cleaning fee. If you’d like us to change the sheet, please just leave the cleaning ones on the bed. Here at Not Just Dust Cleaning, we don`t open any closets or cabinets door without permission.
Creating the Optimal Environment for Your Cleaning Appointment
Please eliminate as many distractions as possible to enable our cleaning technicians to work uninterrupted. We recommend scheduling your cleaning day when there will be fewer people at home, and all rooms are available during your scheduled time.
Special Requests
If you have any special requests or additional service requests, please submit them to the office (901-6562443) and not to the cleaning technicians. Please contact us in advance to schedule any additional service and communicate your requests.
Cleaning Technician
We at Not Just Dust Cleaning would like to take this opportunity to emphasize our commitment to providing the best possible service to our customers. We understand that our customers place a great deal of trust in us when they allow us into their homes to provide cleaning services. As such, we would like to assure you that we take the utmost care in vetting and background checking all of our employees to ensure that they are reliable, trustworthy, and capable of providing the quality service you expect.
In addition to this, we always try to send the same employee to clean your house whenever possible. We understand that having the same person clean your house can help to build a sense of trust and familiarity between our employees and our customers, which can ultimately make the cleaning process more comfortable and efficient for everyone involved.
However, there are times when this may not be possible due to events beyond our control. For example, if an employee becomes sick or takes time off for personal reasons, we may need to send a different person to clean your home. We understand that this can be disruptive, and we will always do our best to notify you in advance if this happens.
We are committed to providing excellent service and will always strive to honor any requests you may have to the best of our ability. If you have any questions or concerns about our services or our policies, please do not hesitate to contact us. We value your business and appreciate the trust you place in us.
Appointment Arrival
We strive to provide excellent service to all our customers, but we are unable to provide specific appointment times. We ask for a 30 mins window. Ex: If your appointment is scheduled to 8:00 am the technician might arrive up to 8:30 am. Please note that our estimated arrival window is subject to change due to various factors, including frequency options, schedule changes, and traffic.
We understand the importance of timely service, and we appreciate your understanding in this matter. Our technicians will arrive as soon as possible within the specified arrival window to provide you with the quality service you expect from Not Just Dust Cleaning. If you have any questions or concerns regarding our appointment arrival policy, please do not hesitate to contact us.
Accessing Your Home
We recommend our clients provide secured access through electronic door keypads, garage door keypads, or lockboxes secured somewhere on the property. If you choose to leave a door open or a key in a concealed spot, we will only enter with your permission.
Cancellation and Lockout Policy
At Not Just Dust Cleaning, we value the time of our employees and clients. Therefore, we honor a firm 48-hour cancellation policy. If you need to cancel or reschedule your appointment, please do so at least 48 hours (during business days and hours) before your scheduled cleaning. This allows us to avoid wage losses to our employees and offer the time slot to other clients. If you cancel or reschedule within the 48-hour window, you will be charged 50% of the total service fee.
Please note that same-day cancellations, inability to access your home upon arrival, or turning our employees away at the door upon arrival will result in a full price of the service fee. This is because we are unable to fill the appointment slot in such a short amount of time.
Rescheduling Policy (Skipping the week of your service/changing frequency of service)
We understand that unexpected events may affect clients’ availability on a pre-established recurring schedule, and from time to time they may need to cancel a specific cleaning appointment. Therefore, if a recurring cleaning service needs to be canceled, the service invoice may include an additional (prorated) hourly charge to the account for the additional time that the cleaning team will take to complete the job properly. Changing cleaning frequency most times affects the cleaning service time since there is more cleaning to be done.
In a nutshell, if you are a weekly client and would like to skip the week of your scheduled service, your next scheduled cleaning may probably be at the bi-weekly rate. And if you are a bi-weekly client your next cleaning may be at a monthly rate, which is usually around 20-30 % more than your current rate. Monthly clients may have a 50% increase for your next cleaning. The need for a cleaning rate increase will be informed as soon as the cleaning technician arrives at the house and evaluates if an additional cleaning time will be needed.
After that, your recurring services will go back to your original rate (depending on how many weeks you skip). Again, we must adhere strictly to this policy to prevent lost wages for your Cleaning Professional(s).
Please note that rescheduling requests made within the cancellation window (48 hours of the appointment) will result in a cancellation fee (see cancellation policy). However, cleanings rescheduled within the same week of the original cleaning date (within 7 days of the original appointment) will not incur additional charges.
24-hour or less Reschedule/Cancellation/Skip Or Lock-Out Fee
If your Cleaning Professional is unable to enter the property, there will be a cancellation fee of 100% of your scheduled service cost. We must adhere strictly to this policy to prevent lost wages for your Cleaning Professional(s).
Delay in Access: If you insist on a specific time, please be advised that if our scheduling does have any down/wait time we will try our best to work with you to meet your needs. We may need to charge you an additional fee to cover the time that employees are asked to wait before accessing your home or place of business. 50% of all cancellation fees go directly to the assigned Cleaning Professional(s).
Payment
We require payment at the time of service. We accept all major credit cards, and your card on file will be charged on the day of cleaning.
Tipping Policy
Our dedicated cleaning technicians are committed to delivering exceptional service to ensure your satisfaction. Although tipping is not mandatory, it is always appreciated by our hardworking staff. If you choose to leave a cash tip, please ensure it is clearly marked as such. Alternatively, you may add a tip to your credit card payment by contacting our office through a call, text, or email.
Please note that we are unable to accept tips in the form of a check, and we cannot accept money that is not marked as a tip.
Recycling Guidelines
We care about the environment and encourage our clients to recycle. We ask that you separate and dispose of your recyclables in accordance with your town’s guidelines before our arrival.
Dishes
We don’t wash dishes and we don’t load the dishwasher as part of our cleaning process. However, if you have a sink full of dishes that require hand washing, and would like us to do that for you, or load the dishwasher, this will be considered an additional service and may incur an additional fee for this add-on service. Additionally, any dishes left in the sink will be presumed dishwasher-safe and will be loaded into the dishwasher for cleaning. We will provide you with a quote for any additional services required before starting the cleaning process.
If this is not the case, we kindly request that you empty the kitchen sink if you’d like it to be properly cleaned.
Pets
While we welcome pets, their safety and our staff as well are a top priority. We kindly request that you secure your pets in a designated area of your home during the cleaning service.
If your pets are left inside the home during our cleaning, we will do our best to ensure their safety. However, we do not take pets outside, feed them, or clean up after any pet accidents. The following policy has as much to do with loving our clients as it does with respecting the dignity of our maids: For health and sanitary issues, our maids will not handle any human or animal waste or bodily fluids.
Valuables
If you have any collectibles or expensive objects, please let us know so that we can make a note on your account. We ask that you clean and handle curio cabinets, figurines, glassware, antiques, and items of extreme or sentimental value yourself. Our team members are trained to handle your possessions with care, but we cannot assume responsibility for any damages that may occur during the cleaning process. Thank you for your cooperation in helping us ensure the safety and security of your valuables.
Climate Control
We ask that you ensure the temperature inside your home is set to a comfortable level for a cleaning activity before we arrive. Our cleaning technicians cannot work in environments that are too hot or too cold as they can be physically uncomfortable and potentially hazardous.
Employee Health and Safety
We prioritize the safety and well-being of our employees while providing high-quality cleaning services to our clients. Therefore, we have a Hazardous and Expertise Policy outlining the list of items and areas that we do not clean due to safety concerns or lack of expertise.
We do not clean animal feces, human blood, bodily fluids, or any hazardous material that could potentially put our employees’ health at risk. Additionally, we do not clean mold, asbestos, or any other harmful substance that requires specialized training or equipment.
We also avoid cleaning areas that cannot be reached with a 2-step ladder, such as high ceilings or hard-to-reach corners. Our cleaning technicians are strictly prohibited from moving heavy items that require more than two people or specialized equipment to move safely.
Please note that this list is not exhaustive and may be subject to change based on our ongoing evaluation of safety and expertise. We appreciate your understanding and cooperation in helping us maintain a safe working environment for our staff while providing you with the best possible cleaning services.
Damages & Breakage
If we cause damage or breakage to an item, we will inform you immediately and work out a fair solution for repair or replacement within reason. If you notice any breakage or damage that we may have missed, please report it to us within 24 hours.
Please note that Not Just Dust Cleaning cannot assume liability for items that were broken or damaged due to unstable bases or improper attachment or securing to the wall.
Non-Solicitation of Employees
At Not Just Dust Cleaning, we invest significant time and resources in finding, screening, hiring, and training our employees to provide the best service to our clients. We take pride in our low employee turnover rate and therefore do not allow our employees to engage in a working relationship directly with any customer for 24 months after employment termination. We kindly request that our clients do not solicit our employees for hire directly. If this policy is breached, a finder’s fee of $3,500 will be assessed if any client chooses to hire a cleaning technician employed by Not Just Dust Cleaning on an individual basis for private work. Thank you for helping us maintain our success by respecting our non-solicitation policy.
Photography
We may take before and after photos during your initial cleaning appointment and move-in/out cleaning services. These photos allow us to ensure your satisfaction and meet our high standards for cleaning. In some cases, we may also take photos during recurring appointments if the home is not in its usual condition.
These photos are used for training, proof of our work performance, and promoting our quality standards. We never take photos of personal items such as family photos or jewelry. If you do not want us to take photos of work areas in your home, please notify our office before your cleaning appointment to sign a waiver of liability. Please note that our satisfaction guarantee may not apply if our cleaning professionals are unable to demonstrate cleaning progress in your home to our office team.
Social Media Photos
At Not Just Dust Cleaning, we take pride in showcasing the exceptional cleaning services we provide to our clients. With your permission, we may take before and after photos to post on our social media pages or website. We understand the importance of privacy and assure you that we will not expose any personal items, such as family photos or names, in these photos. We will only showcase the areas we have cleaned and any furniture or decor that may have been moved for the cleaning process.
If you do not wish to have any photos taken of your home, please let us know before your cleaning appointment. We will always respect your wishes and your privacy. Our goal is to provide the best cleaning experience possible while maintaining your trust and respect. Thank you for considering allowing us to share our cleaning successes with others.
Quality Control and Client Feedback
At Not Just Dust Cleaning, we value your feedback and communication to ensure the highest level of quality in our services. Our quality control system is dependent on your input, and we encourage you to provide us with your overall experience and feedback regularly. We strive to address any issues or concerns that are important to you promptly. Our employees take great pride in their work and want to be informed if you are dissatisfied with a service. We ask that you kindly use our feedback surveys each time your home is cleaned to help us maintain ongoing communication with our office and your cleaning technician.
Constant communication is the best way to ensure consistency of services. Thank you for your feedback and for helping us to provide the best possible service to you.
Price Increases
At Not Just Dust Cleaning, we strive to provide you with the best cleaning service possible. Our rates may be subject to change at any time, but we will always provide advance notice of any price increase. Additionally, if the conditions or needs of your home have changed, a price adjustment may be necessary. If you discontinue service and later reinstate services, you may receive a new rate.
Confidentiality
At Not Just Dust Cleaning, we recognize and acknowledge that this Agreement creates a confidential relationship between our company and the client. We understand that information concerning the client’s business affairs, customers, vendors, finances, properties, methods of operation, and other such information, whether written, oral, or otherwise, is Confidential Information. Therefore, we agree that we will not, at any time during or after the term of this Agreement, disclose any confidential information to any person whatsoever. We also agree to bind our employees to the terms and conditions of this Agreement.
Clients have the option to opt out of their public reviews and private feedback being used as a reference or testimonial for Not Just Dust Cleaning to market its services.
Our Guarantee and Refunds
At Not Just Dust Cleaning, we always strive to provide meticulous and high-quality cleaning services. However, if we happen to miss something or if the service provided is not to your liking, we stand by our promise and take full responsibility for our work. We will work with you until you are completely satisfied with the services we have provided.
If you are not satisfied with our services, please notify us within 24 hours from the date and time of your cleaning by calling or emailing our office. We will promptly return and re-clean the area that was missed. However, please note that we cannot guarantee a touch-up for items or areas that have been damaged in the past, improperly cared for, stained, or have aged past the point of cleaning.
While we do not offer refunds, we will work closely with you until you are completely satisfied with the services received. Our ultimate goal is to ensure that you are happy with our services and that your home is sparkling clean.
Cancellation of Recurring Services
At Not Just Dust Cleaning, we understand that circumstances can change and you may need to cancel your recurring cleaning services. To ensure that we can process your request in a timely and efficient manner, we kindly ask that you complete the cancellation of service form.
We do not require a contract, so you may cancel your recurring services at any time. Once we receive your completed cancellation form, we will confirm the cancellation of services and any associated fees or refunds.
Please note that any cancellation requests made within 48 hours of your scheduled appointment will result in a cancellation fee, which will be added to your next cleaning appointment. We appreciate your understanding and cooperation in helping us provide the best service possible.
Thank you for reviewing our customer guidelines. We hope that they provide you with a clear understanding of our services and policies. If you have any questions or concerns, please do not hesitate to contact us.
We appreciate your business and strive to make your experience with us a memorable one.
