Terms And Conditions
Last Updated on 12/29/24. These Terms & Conditions are effective immediately.
Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work. By using the services of A Queen’s Eye Cleaning 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.
SMS Messaging Terms & Conditions - When you opt-in to the service, we will send you a message to confirm your signup. By opting into messages, you agree to receive recurring automated marketing and informational text messages from A Queen's Eye Cleaning for A Queens Eye Cleaning. Automated messages may be sent using an automatic telephone dialing system to the mobile telephone number you provided when signing up or any other number that you designate.
Message frequency varies, and additional mobile messages may be sent periodically based on your interaction with A Queens Eye Cleaning. A Queen's Eye Cleaning reserves the right to alter the frequency of messages sent at any time to increase or decrease the total number of sent messages. A Queen's Eye Cleaning also reserves the right to change the short code or phone number where messages are sent.
Message and data rates may apply. If you have any questions about your text plan or data plan, it is best to contact your wireless provider. Your wireless provider is not liable for delayed or undelivered messages.
You can cancel any time by texting "STOP". After you send the SMS message "STOP", we will send you a message to confirm that you have been unsubscribed and no more messages will be sent. If you would like to receive messages from A Queen's Eye Cleaning again, just sign up as you did the first time and A Queen's Eye Cleaning will start sending messages to you again.
Text "HELP" at any time and we will respond with instructions on how to unsubscribe. For support regarding our services, email us at reine@aqueenseyecleaning.com.
We reserve the right to change or terminate our messaging program at any time. We also reserve the right to update these Messaging Terms at any time. Such changes will be effective immediately upon posting. Your continued enrollment following such changes shall constitute your acceptance of such changes.
Satisfaction Guarantee - If you are dissatisfied with a portion of your cleaning, please notify us within 24 hours. Please send photos for reference if possible. We will come out and re-clean that area (within a 7-day window) for free. We are not able to offer cash refunds or discounts for poor quality in place of a redo. If you still don’t think we did a good enough job after the redo, to recommend us to your friends, we’ll refund your money.
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 a lockbox, keypad or garage code
· Leaving us a key under a mat or pot to use and return when finished
Alarm Systems – Please turn off all alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the system according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions. Additionally, you agree to hold harmless and/or release from liability A Queen’s Eye Cleaning LLC from any and all liability relating to any failure of the alarm or not arming the alarm properly.
Referrals – Receive Bonuses and Discounts when you refer us! We love referrals and appreciate it when you tell friends, family and neighbors about our service. Thank you for your confidence in us!
Payment – Payment is due on the first day of the month by auto-withdrawal with a credit card on file. If payment declines for any reason, and we don’t get the payment resolved by the 5th business day, or before your first cleaning of that month (whichever comes first), services will be paused. If you were “Grandfathered In” to other payment methods, such as checks, a $37.50 returned check fee will be added if your check returns for any reason, including NSF. Services will be paused until a good payment is made.
Late Cancellation/Rescheduling/Lockout - Because we reserve a time especially for you, please make any schedule changes at least 48 business hours before service to avoid incurring a cancellation fee. If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours' notice (excluding weekends and public holidays) is required. If a cleaning appointment is cancelled less than 24 hours in advance, or if the cleaner is unable to enter the house, or turned away upon arrival, no credit or refund will be given for that appointment. This applies whether the appointment can or cannot be rescheduled. If you wish to reschedule, a separate invoice will be sent and need to be paid for that new appointment. Timely notice enables us to schedule another home in your place and ensure our employee’s full work schedules. We appreciate your understanding.
Exceptions may be made for unexpected circumstances not under your control or emergencies and/or illnesses. Frequent cancellations, even for emergency or illness, may still result in no credit or refund given. A Queen’s Eye Cleaning LLC reserves the right to make these determinations on a case-by-case basis and we may ask for documentation.
Our cleaning hours are from 8:00am to 5:30pm. If for any circumstance our staff is SENT AWAY or LOCKED OUT from your home between these hours, there will be a cancellation fee of 100% of your cleaning rate (no credit/refund given). We will make every effort to work within the time frame you requested, but ask not to be sent away during our working hours on your scheduled cleaning day.
During the winter season, in the event of inclement weather, A Queen’s Eye Cleaning LLC will follow the Hancock County Emergency Road Alerts. Please make sure that your driveway, parking lot, sidewalk, and/or entrance is properly accessible to avoid cancellation/rescheduling fees.
For all company-initiated schedule changes due to holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible.
If services are paused or cancelled for longer than 90 days, a re-start cleaning fee of a minimum $100 will apply to the next scheduled service. The fee amount varies per situation.
Illness - We reserve the right to refuse to clean (or immediately stop cleaning) if there are significant signs of illness in the house. If anyone is sick and can pose a risk to our staff, we will charge a fee of 50% of the scheduled cleaning to keep our cleaners healthy.
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.
Getting Ready for the Cleaning – Please don’t “clean” before we arrive, but do “pick up” as much as possible; for example, clearing the floors of clothing and toys, clearing surfaces of small items such as pens, coins, important documents, etc. Please don't worry about countertop appliances and small pieces of furniture - we clean and move those as we go. This type of pick up will allow us to focus more on detail and quality for you. Please set your A/C temperature to 65-69 degrees F, especially during the summer months. We won't be able to clean in houses that are too hot and pose a safety risk to our employees. We also ask that you provide or 2-step or 3-step ladder for us to use, and have a vacuum and mop handy for back-up purposes only. We will not clean any higher than what can be reached using a 3-step ladder for the safety of our cleaners. Any room you wish not to have cleaned, please have the door closed.
The Setting – The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home. Please secure pets, and keep children in another area as we are working with equipment and products that may not be safe for them. Due to exposed liability, we cannot care for pets, plants or children. Additionally, we will not re-clean an area if it gets used after we cleaned it while we are still there.
Pets – We love them! The last thing we want to do is upset your pets as we clean, and we'll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:
· Let us know ahead of time if there are any arrangements you have in place for your pets while we clean.
· For sanitary purposes, we do not clean up after sick pets or pet accidents.
· 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. A Queen’s Eye Cleaning LLC cannot be held responsible for the escape or safety of pets.
Holiday Décor – During holiday seasons when there are special decorations around your home, we may go around the items as to not disturb the set-up and to prevent breakage.
Your Cleaning Technician - We try our very best to send the same cleaner to your home every time. However, this is not always possible due to illness, emergencies, vacations, or if the cleaner resigns or is terminated from employment. We are a cleaning company, and we only hire quality, detail-oriented, trust-worthy cleaning technicians. We will try our best to notify you if your cleaning technician changes, but that is not always possible either. As a cleaning service, our primary goal is to provide you with consistent service and ensure your home is cleaned on the day of your appointment.
Trash Disposal - We require that we leave any collected trash in the garbage bin at the homeowner’s location. We cannot take trash with us.
Quality Control – Our quality control system consists of periodic quality checks at the end of cleanings by another team member and/or an email or SMS message requesting feedback about the service you received. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. We will correct or address any issues we are made aware of. Customers are always welcome to call our office at 419-619-8385 with any feedback as well.
Pictures of Before and After Work - We take before and after photos of our work. These pictures are used for training, proof of performance, as well as promotion. Visit our website or Facebook Page for before and after for examples. If you do not want pictures taken of work areas in your home, please notify us before your scheduled cleaning.
Breakage – We hate it when breakage happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies: 1. Sometimes breakage occurs when there are “boobytraps”. These are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “boobytraps”, lack of maintenance or general wear and tear of any items. 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. Identical replacement will be attempted but not guaranteed. Breakage values must be verified before replacement or reimbursement by A Queen’s Eye Cleaning LLC. Please save the broken item for our inspection. Breakage must be reported to our office staff within 2 days of service or A Queen’s Eye Cleaning LLC may not be held liable. 4. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm. Additionally, if asked to use your equipment (e.g., vacuum), you agree to hold harmless and/or release from liability A Queen’s Eye Cleaning LLC, and/or any of its employees responsible for any damage or breakage to any article or component.
Insurance – A Queen’s Eye Cleaning LLC and all employees are 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
1. Our cleaning technicians do not climb higher than a three-step ladder. We ask our clients to provide a safe step-ladder for our team.
2. We are not a restoration company and cannot perform certain services due to insurance and safety concerns. In an effort to be transparent and informative as possible, some things that we don’t offer include, but aren’t limited to:
Disassembling light fixtures
Disassembling furniture to clean it
Disassembling any appliance (besides oven & fridge shelves/racks)
Lifting or moving heavy furniture over 20 lbs.
Lifting or moving large fragile items
Removing permanent stains from furniture, floors, cabinets, carpets, etc.
Removing any and all calcium build-up
Carpet steam cleaning
Hand-scrubbing or steam cleaning floors
3. We are not an extermination or mold/biohazard remediation company and 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 100% 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 situations
Pricing - Based on the size of your home, people and pets living in the home and any add-ons, your booking includes a maximum number of man-hours we’ll spend completing the work outlined in our service checklists (The definition of man-hours: a unit of one hour’s work by one person). Some important details regarding our pricing:
· In order to book our services, we require a credit card on file.
· In cases where we cannot perform a walk-through to verify the size and condition of the home before service, our pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to clean.
· Please be as specific and honest as possible on your booking to ensure your cleaning is fit to your needs. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer.
· In order to verify accurate house information, we will check the size and layout of your home against public records.
· On the first day of service, our techs will perform a walk-through before starting work (if a formal walk-through was not completed before hand). They will take note of any items or areas that need special care or specific instructions from you and will assess if the package you purchased allows them adequate time to complete the job to a satisfactory level. We will notify you if we cannot complete the work in the estimated time frame and give you the option to either schedule a second cleaning or have us focus on your top priorities within the allotted time frame. If you need more time than initially scheduled, we will re-evaluate that with you and make any necessary adjustments.
· Recurring Service - Prices are fixed rates for recurring visits. We assume similar levels of organization and build-up during each visit. If there are changes to the amount of work involved or clutter to handle, we will contact you and reassess our prices as needed.
· To meet your needs and to ensure your satisfaction, A Queen’s Eye Cleaning LLC., reserves the right to reevaluate rates at any time. You will be notified 30 days prior to any price increases.
· If you request changes to your service after receiving your original estimate, additional charges may be billed or a new estimate may be required.
Small Requests - All small requests, add-ons, or swaps must be added to your appointment through the office to ensure that 1) we can provide the service you're requesting, and 2) our techs are prepared with enough time and the right supplies to perform the request. If our Cleaning Tech arrives and is asked to clean up post-construction work or messes after parties or get-togethers, additional charges may be applied.
Non-Solicitation Agreement - We value our employees and pour an enormous amount of time, energy and expense into our screening, hiring, and training process. A Queen’s Eye Cleaning LLC strives to have one of the lowest employee turnover rates in Northwest Ohio. This agreement helps safeguard our success at providing only the best staff to our deserving customers. Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. It is for this reason that our customers and employees must agree to our non-solicitation agreement. If breached, a fee of $2,500 (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:
· A Queen’s Eye Cleaning LLC employees are not allowed to engage in a work-relationship directly with you for one full year after employment termination.
· You will be charged a $2,500 finder's fee if you hire a Cleaning Tech employed by A Queen’s Eye Cleaning LLC on an individual basis for private work. We consider our employees our most valuable asset and charge accordingly.
· Solicitation of A Queen’s Eye Cleaning LLC employee for private hire will result in permanent termination of service and forfeiture of any unused gift cards as well as the $2,500 fee. This does not preclude us from seeking other solicitation-related damages.
Please do not hesitate to give us a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle one of life’s most expensive and valued possessions – your home.