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Dear Costumer

Welcome to our family.

Here you are going to find some guidelines that will help us to provide our very best service to you.

payment

  • The cleaning payment must be made within 24 hours of service.

  • Monthly payments can be arranged to avoid any missed payments or disrupting of service.

  • If payment notice is not fulfilled after 2 notices with no contact with us, the client will be removed from the schedule.

  • You can also put your credit card in our system and be charged automatically.

schedule

  • Unfortunately, it is impossible to guarantee an arrival time, as we depend on several factors such as traffic, how the progress of the previous house was, and so on.

  • The only time we can guarantee is 8 am. In different times of the day, I ask you to be prepared for our arrival half an hour before and half an hour after the estimated time.

  • If for some reason it is not possible for the team to enter the house, they will not wait, the team will go to the next house and a fine of 50% of the amount will be charged.

  • We don’t work on holidays and weekends. If you need a cleaning in any of those days, well be happy to provide a service, but for the holidays the fee will be double, and for weekends it’ll be 50% extra.

cancellations

  • All cancellations must be made at least 24 hours in advance. We’ll contact you as usual with a reminder of your cleaning on the day before.

  • Cancellations made within a period of less than 24 hours, 25% of the cleaning fee will be charged.

  • Cancellations made on the cleaning day, 50% of the amount will be charged.

  • If the customer cancels 2 times in a row, then the client would forfeit their spot in the schedule, so another appointment would only be made upon schedule availability

Consulting

  • Must be all picked up prior the technician’s arrival, such as clothes, toys, etc and no dishes in the sink.

  • If you prefer that our cleaning technicians remove those items and do the dishes, we’re happy to do so and will add the additional billing time with corresponding charges.

  • If you have any irreplaceable, collectable or expensive objects, we ask that these items be secure or put away in order to avoid painful accidents.

  • Please secure all pets while the team is in your home. We will NOT clean up after pets, or any kind of human body fluids.

adittional informattion

  • We provide all equipment and supplies, we only ask for a roll of paper towel and trash bags, for the cleanings.

  • All employees arrive in uniform and id tags, for your safety.

  • Occasionally and without intention our crews may miss something. So if, after your inspection, you find our technicians missed something, please contact us within  hours so we can correct the issue the next day. Refunds are NOT offered however we happy to correct any mistakes we made. Requests received by our office after that will be incorporated into our next scheduled cleaning.

  • B Family is not responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require this type of attention. The cleaning crew will immediately notify the client of any accidental damage that occurs during each job. In the event that the client finds any damage in the home as a result of our cleaning service, we ask that you notify our office within two (2) days after service. If notification is made past the two (2) day time period, B Family reserves the right to deny compensation.

  • Because our costs of doing business rise annually, we reserve the option to adjust our cleaning fees on an annual basis. We give as much notice as possible whenever this happens. Please understand we take very seriously how any increase affect our customers and do so only when there is no other option.

  • In snow days we reserve the right to cancel all services, to secure the safety of our crew. All cleanings will be rescheduled to the next available slot.

Of course, we understand things happen, so please, contact us as soon as possible in case of emergency so we can work something out.

 

Please call or text with questions or to arrange a payment schedule.

We greatly appreciate everyone's understanding and even more we appreciate your business with us!

We want to continue providing the best service and we feel these guidelines will make it easier to do so.

Kind regards,

B FAMILY CLEANING

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