Client Policies and Guidelines
Client Policies and Guidelines

At Extra Green Cleaning Services, our mission is to provide exceptional cleaning experiences. To uphold this standard, we have established guidelines and protocols designed to ensure fairness and consistency for all our clients. These policies help us maintain the highest standards and offer stable employment opportunities to our dedicated staff.

We kindly ask that you review and follow the policies and guidelines outlined below:

1. Feedback & Quality Assurance

We highly value your feedback, as it is essential for maintaining top-quality service. Please share your experiences regularly; our team is committed to promptly addressing any concerns.

If you’re dissatisfied with any aspect of our service, contact our founder, Vania, directly at (240) 605-2319 or via email at extragreencleaning@hotmail.com.

2. Team Consistency

We aim to assign the same team to your home for regular weekly or bi-weekly cleanings. For monthly or on-demand services, we strive for consistency but may need to send substitutes due to emergencies, vacations, or illnesses. Rest assured, all our technicians are trusted professionals known personally and professionally.

3. Appointment Arrival

While we cannot provide exact appointment times, we offer a two-hour arrival window (e.g., between 10:00 a.m. and 12:00 p.m.), except for the first appointment at 8:00 a.m. Factors like traffic, parking, prior appointments, unforeseen conditions, and weather may affect this window. If delays occur, we’ll notify you promptly.

Our technicians strive to arrive within the specified window to deliver the quality service you expect. For questions or concerns about our arrival policy, please contact us. We appreciate your understanding.

4. Pets

We love pets! Please inform us if you have any and provide relevant details. For safety and efficiency, we prefer pets be in restricted areas during our cleaning.

5. Preparing for Your Cleaning

  • General Tidiness: To allow us to provide detailed, high-quality cleaning, please tidy your home as much as possible before our arrival.
  • Valuables: Inform us of any valuables or fragile items needing special care. While our team handles possessions with care, we cannot assume responsibility for damage without prior notice. Your cooperation helps us safeguard your valuables.
  • Dishes and Clutter: We’ll load the dishwasher to clear the sink for cleaning. Please empty clean dishes beforehand, as we assume dishes in the dishwasher are dirty.

6. Supplies

We provide all necessary eco-friendly cleaning products and materials. If you prefer us to use specific products you supply, please inform our office in advance.

7. Accessing Your Home

For security and convenience, we recommend that our clients provide a key, access code, or arrange entry through building management to ensure seamless service.

8. Employee Health and Safety

We prioritize both the safety and well-being of our employees while delivering high-quality cleaning services to our clients.

  • We do not handle any materials that could put our employees’ health at risk.
  • We do not clean harmful substances that require specialized training or equipment.
  • Our cleaners cannot move heavy objects (20 lbs or more) or use ladders taller than two steps for safety and insurance reasons. If you need cleaning behind large furniture or appliances, please move these items before our scheduled cleaning.

8.1 Temperature

Please ensure your home is at a comfortable temperature before our arrival. Our staff cannot work in environments that are too hot or too cold.

9. Price Adjustments and Payment

  • Our rates may change due to increases in the cost of goods and services, but we will always notify you in advance of any price adjustments.
  • If your home’s requirements or conditions change, it might necessitate a revision of the pricing.

Tipping Policy: 100% of all tips go directly to the cleaning technician who performed the job. Kindly ensure that any money left as a tip is clearly marked as such.

10. Rescheduling & Cancellation Policy

We value both our employees’ and clients’ time. To maintain a consistent schedule, we request that cancellations or rescheduling be made at least 48 hours in advance.

  • Cancellations within 48 hours: A 50% service fee will be charged.
  • Same-day cancellations or failure to provide access: A 100% service fee will apply.
  • Rescheduling within 48 hours: A cancellation fee may be charged unless service is rescheduled within the same week.

We appreciate your understanding and cooperation.

11. Employee Relations & Non-Solicitation Policy

At Extra Green Cleaning Services, we invest significant time, energy, and resources into screening, hiring, and training our employees. We take pride in our low employee turnover and enforce various internal policies to ensure high performance and protect our reputation.

For this reason, we prohibit our employees from entering into direct working relationships with any client for 24 months after their employment ends.

We kindly ask that our clients refrain from soliciting our employees for private hire. Thank you for supporting our success by adhering to our non-solicitation policy.

12. Referral Program

We offer a $100 discount on future cleanings (spread across 4 services at $25 each) for clients who refer new customers who sign up for recurring services.