At Extra Green Cleaning Services, our mission is to provide exceptional cleaning experiences. To uphold this standard, we have established a set of guidelines and protocols designed to ensure fairness and consistency for all our clients. These practices help us maintain the highest standards and offer stable employment opportunities to our committed staff. As a valued client, we kindly ask that you review and follow the policies and guidelines outlined below:
1. Feedback/Quality Assurance:
We value your feedback and communication to help us maintain the highest level of quality in our services. Our quality control system relies on your input, so we encourage you to share your overall experience and feedback regularly. We are committed to promptly addressing any issues or concerns that matter to you. Our employees take great pride in their work and want to know if you are dissatisfied with any service. For direct feedback, contact our founder, Vania, at (240) 605-2319, or via email. Thank you for your feedback. our email: extragreencleaning@hotmail.com
2. Team Consistency:
For regular cleaning schedules, such as weekly or bi-weekly, the same team will be assigned to your home. For monthly or on-demand cleanings, we will strive to maintain the same team for each visit. However, emergencies, vacations, illness, or other unforeseen circumstances may necessitate sending a substitute. We appreciate your understanding in these situations. We know and trust our professional and friendly technicians on a personal and professional level.
3. Appointment Arrival:
We are unable to provide specific appointment times. Please be aware that our estimated arrival window is subject to change due to factors such as traffic, parking, previous appointments, unforeseen conditions, and weather conditions. We will provide you with an estimated arrival time, but we work within a two-hour arrival window, except for the first appointment of the day, which is at 8:00 a.m. If our team is expected to arrive outside of this window, we will notify you promptly. We understand the importance of timely service and appreciate your understanding in this matter. Our technicians will arrive
as soon as possible within the specified window to provide the quality service you expect from us. If you have any questions or concerns about our appointment arrival policy, please do not hesitate to contact us. Thank you for your patience and cooperation.
4. Pets:
We love pets! Please advise us if you have pets and provide any information regarding your pets that would be helpful for us to know. We prefer pets to be in restricted areas while we clean.
5. Preparing for Your Cleaning:
General Tidiness: 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.
Valuables: Please inform us about any valuables or fragile items that require special
handling. To ensure the safety of your belongings, we will be happy to avoid touching these items if you let us know in advance. Our team members are trained to handle your possessions with care, but we cannot assume responsibility for any damage that may occur during the cleaning process. Thank you for your cooperation in helping us safeguard your valuables.
Dishes and Clutter: As part of our cleaning process, we will take a few minutes to load the
dishwasher to clear the sink for cleaning. Please note that any dishes found in the dishwasher will be assumed to be dirty; if they are clean, we kindly ask that you empty the dishwasher before our scheduled cleaning.
6. Supplies:
We supply the necessary eco-friendly cleaning products and materials for our services. However, if you prefer us to use specific products that you provide, please inform our office in advance.
7. Accessing Your Home:
For security and convenience, we recommend that our clients provide us secure access, using electronic door keypads, garage door keypads, or lockboxes. If you choose to leave a door unlocked or a key hidden, we will enter only with your explicit permission. If our team arrives and cannot access your home due to an oversight, such as locked doors or unavailable keys, you may be charged the full service fee.
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 material that could potentially put our employees’ health at risk. Additionally, we do not clean any harmful substance that requires specialized training or equipment. For insurance and safety reasons, our cleaners are unable to move heavy objects (20 lbs or more) or use ladders taller than two steps. If you need cleaning behind large furniture or appliances, please ensure these items are moved by you before our scheduled cleaning. We will be happy to accommodate such requests once the area is prepared.
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:
Please be aware that our rates can change due to increases in the cost of goods and services, but we will always notify you in advance of any price adjustments. Additionally, if the requirements or conditions of your home change, it might necessitate a revision of the pricing.
- 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:
We value both our employees’ and clients’ time. Therefore, we ask that you avoid canceling or rescheduling your appointment if possible, to help us maintain a consistent schedule for our employees. If you need to cancel or reschedule, please do so at least 48 hours in advance. This allows us to offer the time slot to other clients and adjust our technicians’ schedules. Cancellations or rescheduling within the 48-hour window will incur a charge of 50% of the total service fee, while same-day cancellations or failures to provide access will result in a full service fee. Rescheduling requests within the 48-hour window may incur a cancellation fee unless service can be rescheduled within the same week.
11. Employee Relations:
At Extra Green, we invest significant time, energy, and resources into screening, hiring, and training our employees. We also enforce various internal policies to ensure high performance and protect our reputation. We take pride in our low employee turnover and therefore prohibit our employees from entering into direct working relationships with any client for 24 months after their employment ends. We respectfully 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. Referrals:
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.