POLICIES
These policies apply to all transactions with Citrus Fresh Housekeeping. Citrus Fresh Housekeeping collects and retains your personal information that is provide by you either verbally and/or in writing in order to effectively provide you with the best service.
ESTIMATES AND APPOINTMENTS
Cleaning services are at an hourly rate in order to accommodate varying property types.
We do our best to provide you with an accurate estimate to complete your cleaning based off of the information given to us. The size and condition of the property affects the amount of time needed to complete the service. We may request for photos of specific areas to provide a virtual assessment if we are unable to schedule an on-site one.
During your visit, if additional time is required, we will contact you via phone call, text, and/or email to request for your approval to continue. Time will only be added in increments of 30 minutes (at the same hourly rate).
If the cleaners must pay for parking upon visit, we will add the cost to the final bill.
We reserve the right to decline service to anyone based on the condition of the property. We can deem a property unserviceable based on photos/videos received or upon arrival to the appointment. However, if we arrive to the scheduled appointment with full intention of servicing and upon arrival the property is deemed unserviceable, your deposit is non-refundable and you will be charged for the time we spent there.
FOR RECURRING SERVICES
You will usually have the same cleaning technicians, however, if you reschedule your appointment or your technicians are unavailable (due to illness, vacation, emergencies, etc) a different cleaning team may be assigned.
ARRIVAL TIME
Upon scheduling, we allow ample time for our cleaning technicians to commute between locations, however, they may not arrive at the exact scheduled time due to circumstances such as heavy traffic and parking or vehicle issues. We also do our best to accommodate varying needs between each client to ensure the quality of our services so the start time may also be affected if the previous client needs additional time to complete the cleaning. In some cases, the cleaners may have to return at a later time to complete the cleaning if the allotted time does not suffice.
If the cleaners must pay for parking upon visit, we will add the cost to the final bill.
We kindly ask that you please allow a 30-60 minute gap for your cleaning technicians to arrive in case of these instances.
If we receive a cancellation for a visit that is before your appointment, we may contact you to begin your cleaning sooner.
CANCELLATION AND RESCHEDULING
Any questions, concerns or adjustments regarding your account and/or cleaning must be directed to the office.
If our cleaning technicians are unable to immediately access the property, we will notify you via phone call, text and/or email. If we do not receive a response from you within 20 minutes, your appointment is considered cancelled (without notice) and the cancellation fee will be exercised.
If you need to cancel or reschedule your appointment, please send a text 424.426.2112 and/or email info@citrusfreshhousekeeping.com, 48 hours prior to the booked date. WE DO NOT ACCEPT CANCELLATIONS AFTER HOURS ON SATURDAY FROM 12:01PM PST AND WE ARE CLOSED ON SUNDAY, to avoid a $98.00 cancellation fee and have your deposit refunded.
If you contact us outside of our normal business hours (SATURDAY FROM 12:01PM and SUNDAY), we will responded the next business day. A cancellation/rescheduling fee will be applied if you cancel after office hours and/or it is less than 48 hours prior to your scheduled cleaning.
CANCELLING RECURRING APPOINTMENTS
If an appointment is canceled or skipped with little [less than 48 hours of your appointment] or no notice given, the cancellation fee will be applied and your next rate may adjust to the market rate. If you have not been serviced by us after a month’s time, the market rate may be applied. PLEASE NOTE: If you need to cancel or reschedule your appointment, please send a text 424.426.2112 and/or email info@citrusfreshhousekeeping.com, 48 hours prior to the booked date. WE DO NOT ACCEPT CANCELLATIONS AFTER HOURS ON SATURDAY FROM 12:01PM PST AND WE ARE CLOSED ON SUNDAY, to avoid a $98.00 cancellation fee. (If you are curious as to when your next cleaning is scheduled for, please refer to your client portal.
RESCHEDULING RECURRING APPOINTMENTS
Appointments must be rescheduled within the same week of your designated cleaning day to maintain the rate.
PAYMENT
We require a deposit to book your initial appointment or intermittent appointment depending on the date of your most recent visit. A formal estimate will be sent to you for you to sign and submit your deposit. The credit card used to pay your deposit will be automatically saved to your account/client hub. Deposits submitted go toward the total price of the service after the cleaning has been completed.
We offer contact free payment methods using Venmo, credit cards or debit cards. Please note, there is a 3.75% transaction fee on all credit and debit cards transactions.
If Venmo is your preferred method of payment, please text or email your username to us. Requests will be made from @citrus-fresh.
If the cleaners must pay for parking upon visit, we will add the cost to the final bill.
Gratuity is not included. If you would like to provide a tip for your cleaning technicians, please let us know so that we can separate it from your charge.
When a cleaning service is completed the payment is due within 24 hours of service completion or payment request.
Unpaid cleanings are considered a violation of our payment policy. If cleanings are not paid after 24 hours of the completed service or payment request, Citrus Fresh Housekeeping may charge the credit card on that is saved to your account. All outstanding payments (past 24 hours of payment request or service completion) may be recorded on your account.
Receipts are automatically sent once an invoice is paid and are also available upon request.
If you would like a copy of your statement, please email info@citrusfreshhousekeeping.com or text 424.426.2112.
CLEANING GUARANTEE
We adhere to high standards of the quality and type of service we provide and we understand that each client’s expectations differ from one another. We recommend having an individual present for the initial and final walk-through to ensure 100% satisfaction.
It is highly recommended to have someone available for an initial and final walk-through to ensure you are 100% satisfied with the cleaning. If you have any questions or concerns about your cleaning, please contact us within 24 hours after the cleaning has been completed. We will ask for pictures of the areas that were missed or unsatisfied with. We will send the team out within 24 hours to address the areas of concern. After 24 hours, we cannot be held responsible for the condition of your property.
*If you refuse the cleaners to return to fix the errors, we will not issue a refund.
PLEASE NOTE
We may not be able to completely recover areas affected by (but not limited to) rust, heavy smudges, calcium build-up, and paint stains.
LIMITATION OF LIABILITY
Citrus Fresh Housekeeping is mindful to take the best of care while cleaning your home and/or office. Please be aware that we are not liable for any damages or loss during the cleaning process. We also do not provide trash removal services from the property.
All items of sentimental value that are irreplaceable such as (but are not limited to) collectors items, trophies, discontinued patterns, family heirlooms, unique/rare items and high cost crystal/china/ceramic, must be disclosed to Citrus Fresh Housekeeping via email. Citrus Fresh Housekeeping will not be liable for items not listed and disclosed to us.
Citrus Fresh Housekeeping will not be held liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that have not been properly secured such as wall decor, mirrors, window treatments, wall coverings, lack of furniture glides (for wood floors) and scratch covers to the feet of furniture decor, cabinet mounted appliances, and any household accessories.
We will not accept liability for damages directly or indirectly caused by non standard company products and equipment that you or your proxy request to be used. Citrus Fresh Housekeeping will not be liable for damage that is not reported within 24 hours of your last cleaning.
Citrus Fresh Housekeeping will only consider liability for the repair or replacement cost of the replaceable damaged or broken items (caused by us) itself. This does not include shipping and tax of an item. If an item is part of a set, only the cost of the individual item will be considered.
GIFT CERTIFICATES
Citrus Fresh Housekeeping offers electronic gift certificates. Our certificates cannot be reloaded, resold, or transferred, are non-refundable and hold no cash value.
The minimum amount to purchase is the hourly rate for 2 cleaners. The recommended amount for purchase is three hours.
Our gift certificates can not be combined with promotional offers and other restrictions may apply.
REFUND POLICY
If you change your mind, please email us at info@citrusfreshhousekeeping.com. Please include the name of the recipient. If you request for a refund after we have notified the recipient, we must inform him/her of the refund. We are unable to provide a refund after the recipient has claimed the gift/scheduled a cleaning.
RECIPIENTS
Citrus Fresh Housekeeping gift certificates do not expire and may be redeemed at any time for a scheduled appointment for residential and commercial cleanings only. Our certificates can not be used to purchase other gift certificates. Utilizing our gift certificate guarantees the amount that is not to be charged. If additional time is requested or required to complete your cleaning, you as the recipient, are responsible for paying the difference with the method of payment indicated in your request form or written message to us.