A Step Above N Beyond Cleaning Service Polices
Mission Statement
Our mission is to uphold the highest standards of honor, courage, commitment, and integrity in all that we do. We believe that these values are the foundation for success in both personal and professional life, and we are committed to demonstrating them in every aspect of our work. Go Big or Go Home!!
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PAYMENT & CANCELLATION POLICIES
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We do accept cash payments with prior approval from the owner. Please contact the office to make these arrangements. Personal checks may be accepted on occasion at the discretion of the owner. If permitted, please make checks payable to A Step Above N Beyond Cleaning Service.
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NOTE: For a returned, invalid/Non-Sufficient Funds (“NSF”) check, there will be a $35.00 fee per incident/NSF check, plus any late fees incurred, if issue is not immediately remedied. For deep” cleanings, move-in/move-out cleanings, we require a 50% non-refundable reservation fee at the time of booking.
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CREDIT & DEBIT CARDS & VENMO CASH APP
We will accept credit and debit card payments and Venmo Cash App: Visa, Master Card, Discover, and American Express. We will waive the credit card or debit card processing fee. To pay via Venmo, our username is @Angela-Gannon-1.
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LATE FEE
We will invoice you after each visit. Any invoice that is more than 30 days late is subject to a fee of $50.00.
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Fair Price Estimates.
Estimates are based on your home size and your description of the dirt level in your home.
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REQUIRED NOTICES AND FEES – SCHEDULE
The policy for appointment cancellation, re-scheduling, and lock-out/no show fees, and turn-away fees, is at the discretion of A Step Above N Beyond Cleaning Service and is as follows:
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If a client gives us more than a 48-hour business day (Monday-Friday) notice of cancellation and re-scheduling, prior to their scheduled cleaning appointment, there is no fee.
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If a client gives us a 24 to 48-hour business day (Monday-Friday) notice of cancellation and re-scheduling, prior to their scheduled cleaning appointment – we will charge a non-refundable reservation fee, equivalent to 25% of the appointment fee.
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If a client gives us less than a 24-hour business day (Monday-Friday) notice of cancellation and re-scheduling, prior to a scheduled cleaning appointment, we will charge a non-refundable reservation fee, equivalent to 75% of appointment fee.
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If a client’s premises is not accessible to our cleaning techs at the time of the scheduled cleaning appointment, we will charge a non-refundable reservation fee equivalent to 100% of the appointment fee. We may not be able to book another client that time slot for your cleaning tech. We will still need to pay the cleaning technician for their travel expenses and for their wages. To avoid this fee, we advise clients to place a key in a lock box and provide us with the code, or make other entry arrangements.
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EMPLOYEES ARE NOT AVAILABLE FOR INDEPENDENT HIRE
Client shall not contract any of our employees directly, for provision of same or similar services as provided by A Step Above N Beyond Cleaning Service. Our employees are bound by contract with us. We spend a lot of time and money training them. Employees become privy to our proprietary cleaning methods. Therefore, employees have agreed by contract with A Step Above N Beyond Cleaning Service, that they will not work independently for our clients, and that they will not work with our clients through other competing businesses.
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ILLNESS
If you have an illness or you are contagious, please call us to reschedule a cleaning appointment. Our cleaners have very busy work schedules and we try to limit absenteeism, as well as spreading germs to other clients. Absenteeism is very costly to our company. We appreciate your understanding.
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SCHEDULED CLEANINGS & CLIENTS BEING IN THE HOUSE
We understand that a client may want to be at their house during our first cleaning appointment. However, we request that clients not be at the house for cleanings following our first cleaning, this is safer for you as well as our cleaners, and it enables our cleaners to be more efficient in their pattern of cleaning and timing. If you decide that you must stay at the house, during the day or evening that our cleaners will be cleaning, you will assume the full responsibility, risk, liability, in the case of any injury that you may incur during any cleaning appointment. On a case-by-case basis, will work with you on those occasions when you may need to be at your house. If your circumstances don’t allow you to leave your house, we will work around your needs. Again, we will not be held responsible or liable in any way. A Step Above N Beyond Cleaning Service is careful to avoid accidents, but we cannot control an occupant’s decisions as they may roam throughout the house. We request that if you stay in the property during a cleaning, that you stay away from the areas being cleaned, and not walk on damp or wet mopped floors. By signing this policy agreement, you the client, agree to assume all risk and all liability in case of injury to you and to all other occupants who come and go, or who remain in the property, while our cleaners are cleaning.
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CLEANING TIME SCHEDULE
We do our best to be prompt and meet the cleaning time indicated or stated. We will always text you with our ETA. Traffic and other client issues may affect our schedule, however. If the scheduled cleaner is going to be more that 30 minutes late, we will make our best effort to contact you.
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IF ONE SPOUSE CANCELS SERVICE & THE OTHER SPOUSE OR KIDS – LET US IN TO CLEAN
If one spouse cancels service and the other spouse and/or kids let our cleaners in to clean, this implies to our cleaners that it is OK for us to be there and payment will be expected.
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PRICE RATE INCREASES
A Step Above N Beyond Cleaning Service reserves the right to change prices, based on cost inflation, competitive conditions, and other factors.
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OBSERVED HOLIDAYS/SUNDAYS
New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day, New Years Day. We are not available for work on Sundays. Upon request, we may accept Saturday jobs if we have available staff. If a client requests a cleaning on a holiday, and we have a cleaning technician available, the fee to perform services will be triple the usual one-time services fee.
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ADMITTANCE TO THE PROPERTY
When a client does leave a key/s on the inside or the outside of a locked or unlocked house, then: 1) the client releases A Step Above N Beyond Cleaning Service from all responsibility, liability that might arise from any damages or theft to the client’s house. 2) A Step Above N Beyond Cleaning Service will not be held responsible or liable if third parties enter the client’s house, before and/or after the cleaning appointment. During a client’s cleaning appointments, we will only admit A Step Above N Beyond Cleaning Service employees to the client’s house. We will not assume responsibility for granting access to third parties into the client’s house during a client’s cleaning appointment. At the end of a cleaning appointment, we will not leave a client’s house access door unlocked.
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NOTE: Please make sure your house alarm is not set to come on when we enter to clean on our scheduled cleaning day. Or, you may want to have your alarm company program a code that is unique to our company. We can access your property with our own code that you give to us.
NOTE: Our cleaners are instructed to lock the doors, and to not allow any unknown person/s inside. This protects you, as well as our cleaner’s safety, while they are cleaning in all areas of your house.
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HOUSE TEMPERATURE
If you can set your house thermostat between 72-74 degrees on our cleaning day, that would be appreciated. If you are not able to do that, then please consider leaving ceiling fans on. When our cleaners are cleaning, it gets very warm, especially upstairs.
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ARRIVAL TIME
A Step Above N Beyond Cleaning Service hours of operation are 8:00 AM – 5:00 PM Monday – Friday. We try to schedule our cleaning appointments in a way that allows for the least amount of travel time for our cleaning technicians. This benefits us as well as our clients. No specific cleaning appointment times/hours are guaranteed on the day of client’s scheduled service. We will do our best to give you an approximate time range for our arrival.
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HEALTH & SAFETY
All equipment, including electrical, to be used by the cleaning technicians of A Step Above N Beyond Cleaning Service, must be in good working order. Please remove any clutter, or objects that are in pathways, etc. that could be a safety hazard for our cleaners. We need a safe working environment in order to do our job well.
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NOTE: Please indicate any household items/fixtures that are broken in the areas we need to clean, that could pose a safety concern for our cleaner’s, or those items or areas that are not to be cleaned. Example: If a shower curtain rod is broken, coming apart from the wall, etc. in the shower or tub area, that rod could fall on a cleaner’s head while she is bending over and scrubbing that area. In this case, if it is deemed to be a problem, the cleaner may avoid cleaning that shower/tub until it is repaired. We will not touch black mold or any hazardous matter.
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SANITIZING OR DISENFECTING SURFACES IN YOUR HOUSE:
A Step Above N Beyond Cleaning Service will use both green and eco-friendlier products, along with using more traditional types of cleaning products for those tougher cleaning tasks. We use highly rated cleaning products that we feel will clean most effectively and safely as much as possible. We do use sanitizers, and we may use disinfectants in some cases. We will not make any claims or guarantees that these products will do what they state that they will do. However, we have done a lot of product research and we choose great products. We take into consideration how long these products need to sit on a surface in order to be effective.
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ANIMAL/HUMAN WASTE
We will not handle animal or human waste material of any kind, and in any location in which we are cleaning. Have any such waste cleaned up before we arrive. It could be a biohazard, and place our cleaner’s health at risk. In extreme cases, you may need to call a company that specializes in removing the waste.
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PETS
Your pets are members of your family and we do respect that. We love our pets too. However, there is a risk in injuries due to pets who are afraid of vacuums, or they are territorial or overly excited. This is a problem for your pet and it interferes with our productivity, appointment schedules, and our cleaner’s safety. We are entering their territory, your house, and they can become protective and aggressive with outsiders, when they may not normally be aggressive. Also, pets can chew on our supplies, or ingest a product. Therefore, we request that they be placed securely in a cage/kennel and away from cleaning areas. Please do this “BEFORE” we enter your house. Pets can dart out the front door as we enter, if they are not placed in a secure area. We are very careful, and we have not had a problem with this, but this is very important as we have several tools and caddies to carry into the house. This policy protects you, as well as our cleaners. NOTE: For health purposes, we do not pick up pet droppings. This includes cleaning litter boxes and dog kennels.
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FIRE ARMS
If you have fire arms, we request that you have them stored and locked away before our scheduled cleaning. We will not clean any room/s where fire arms are visibly present. Sometimes, we change bedding. Don’t leave them under pillows or mattresses, as this could pose a danger to our cleaners
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Services that we cannot perform
o Cleaning of bodily fluids, pet waste, or other biohazards except for an ordinary level of bathroom cleaning
o Cleaning homes that have insect or rodent infestation
o Heavy lifting - Moving furniture that is heavier than 25 pounds.
o Wall washing (this also includes wall to wall/floor to ceiling mirrors)
o Cleaning heavily soiled areas or areas of disrepair, including rooms or homes with extreme dirt build-up, mold, mildew, peeling paint, or other unsafe conditions.
o Cleaning in areas that are difficult or unsafe to access.
o Cleaning excessive hard water or mineral stains or buildup
o Shopping or errands outside the home
LIMITATION OF LIABILITY
All items of value that are non-replaceable, one-of-a-kind, of sentimental value, collector’s items, trophies, discontinued patterns, family heirlooms, and high cost crystal-china-ceramic items must be disclosed to A Step Above N Beyond Cleaning Service. These items cannot be cleaned due to insurance regulations. A Step Above N Beyond Cleaning Service will not be liable for items not disclosed and listed on your job order. All cash and jewelry must be removed from cleaning surfaces and properly stored in a safe place. A Step Above N Beyond Cleaning Service will not be liable for items left out, broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that are not properly secured such as pictures, mirrors, window treatments, wall coverings, lack of furniture glides for wood floors, lack of scratch covers on the bottom of furniture décor, cabinet mounted appliances, and household accessories.
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A Step Above N Beyond Cleaning Service will not be liable for damage that is not reported within 24 hours from your last cleaning. We will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used by a client.
If we do not receive prompt notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you, nor will you be compensated for your inconvenience.
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MOVING FURNITURE & LIFTING
A Step Above N Beyond Cleaning Service will not move furniture in order to clean, unless the legs of the furniture have sliders underneath them to protect the floors. We will limit moving furniture to only two or three smaller pieces of furniture. This will be at Cleaning Technician’s discretion as to whether or not we can move the furniture that a client requests us to move. Our maximum lifting weight is 30 pounds.
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A Step Above N Beyond Cleaning Service will not dispose of food, furniture, or other items that are in the way of a Move out or Move in cleaning. If this happens, a $200 charge on top of the hourly rate will be attached to the final cleaning total.
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Breakage Policy
Our Cleaning Professionals do their best to protect your home and possessions, but sometimes things get broken despite precautions. Accordingly, we have worked hard to develop a clear and fair policy to cover accidental breakage.
1. If our Cleaning Professional accidentally breaks something while cleaning your home, they will report it to you and us. If you are not home when a breakage occurs, we will call you to report it to you.
2. If you notice any breakage that hasn't been reported, please let us know and call us 843-793-9695 within 3 days and keep the broken item for inspection.
3. We will review each incident on a case-by-case basis and reimburse up to $100 per item when value is verifiable, and breakage was caused by our employee. Item values over $25 must be verified before replacement or reimbursement will be authorized.
4. If appropriate, we will pay for professional restoration instead of reimbursement.
5. However, we cannot take responsibility for breakage caused by unstable or delicate items or improperly placed objects such as top-heavy items with inadequate bases, improperly hung pictures, or wobbly objects. Such situations are regarded as accidents-in-waiting and may occur no matter how carefully our cleaning professionals are working.
6. We cannot accept any responsibility for damage to older window blinds as they can become brittle over time.
7. Please move fragile or expensive items to a location we do not clean or ask us to skip that area if you do not wish to accept the risk of accidental damage.
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Moving Collections.
We cannot move collections (i.e., figurines, crystal, ceramic, or other breakables) unless agreed upon in advance. Please move collections before cleaning, and it will be your responsibility to put them back. We do not want to risk damaging precious or expensive irreplaceable items.
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LADDERS
Due to liability issues, A Step Above N Beyond Cleaning Service will not use ladders beyond a one or two-step stool.
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PICKING UP A CLIENT’S PERSONAL BELONGINGS DURING CLEANINGS – FEES
A Step Above N Beyond Cleaning Service will charge a client by the hour, if our cleaning technicians are not able to clean areas that are in the work order to clean. Our cleaning techs can pick up a few items, but we can’t spend our time cleaning up a lot of items that obstruct our ability to clean. If the number of personal items appears to be too much, we may decide to not clean some areas and thus avoid charging a client. We will attempt to contact a client regarding this issue before services are performed. If we are unable to reach a client, we will use our sole discretion in making a decision to proceed with that scheduled service or not. However, if we do proceed with services when a client can’t be reached, the client will be charged by the hour for this task.
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SPECIAL FLOORING CARE
A Step Above N Beyond Cleaning Service is careful in how we care for special flooring such as, hard wood and laminate floors, etc. We use a damp microfiber style mop for floors that are susceptible to warping. We will not be held liable for water damaged floors. Our clients and/or other cleaning companies may have cleaned those floors also, and either “you or they” may have used sopping wet mops on the floors. The water damage can appear rather quickly or take a couple of years to show up. If you request that our cleaning technicians use more water on any type of special flooring, we will still avoid using “wet” mops. We may add a little more water to the mop head, but we will not be held liable if the floors are damaged.
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IF A CLIENT REQUESTS THAT WE USE THEIR CLEANING PRODUCTS AND TOOLS
If a client requests that A Step Above N Beyond Cleaning Service use the client’s own cleaning products and/or cleaning tools, we will use your cleaning products. For our cleaning technicians’ safety, our cleaning technicians will only use client’s own cleaning tools if they are in good working condition. If an employee is allergic to a client’s cleaning products, then we will use our own cleaning products.
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We need to know if a client has special situations/considerations that we must be aware and careful of, such as: special floor cleaning requirements, the type of finish on walls, sinks, cabinets, counter tops, etc. If client requests that our cleaners use any bleach based products in the property, it is at the client’s own risk. A Step Above N Beyond Cleaning Service will not be held liable for any damage. We reserve the right to not use any bleach.
ATTORNEYS’ FEES
In the event that any Party institutes any legal suit, action or proceeding against any other Party arising out of or relating to this Agreement, the prevailing Party in the suit, action or proceeding shall be entitled to receive in addition to all other damages to which it may be entitled, the costs incurred by such Party in conducting the suit, action or proceeding, including reasonable attorneys’ fees and expenses and court costs.
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PARKING FEES AND STREET SWEEPING FEES
A Step Above N Beyond Cleaning Service will not be held responsible for paying parking fees and/or street sweeping fees. If we receive a charge for these situations, we will pass the charge on to the client. Please notify us regarding any parking fees and any street sweeping schedule, so we can try to avoid this inconvenience or charge.
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SERVICE QUALITY GUARANTEE
A Step Above N Beyond Cleaning Service makes every effort to perform a high standard of service. However, if we missed an area by mistake or there is an area that didn’t meet realistic expectations, you are required to notify us within 24 hours of service in order for us to address and correct the problem. We will rectify the problem to the best of our ability, at your next cleaning visit, or sooner, if you are a recurring client. If you are an occasional or one-time client, we will schedule an appointment as soon as possible. There will be no charge for this. This guarantee is void if homeowner fixes the problem first and then informs us of the dissatisfaction afterwards. No refunds will be issued only properly correcting the problem.
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Gratuities.
Gratuities are optional. But most clients like to show their Cleaning Professionals their gratitude for their outstanding cleaning and customer service by giving a gratuity. The general range is 10% to 20% of the cleaning price. All gratuities are added to your invoice and paid by credit card. Our cleaners prefer it that way. All gratuities are paid in your Cleaning Professionals weekly paycheck.
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NOTES: A Step Above N Beyond Cleaning Service reserves the right to decline services at any time and for any reason.