Policy/Terms of Service
Your cleaning service time is indicated on your "confirmed-appointment-email/text". We do our best to be prompt and meet the cleaning time indicated, but traffic and other factors may affect our arrival time. If your scheduled cleaner is going to be more than 30 minutes late, we will contact you. If no arrival time is indicated, then the service will be completed between the hours of 9:00 a.m. and 5:00 p.m. Our standard shifts are typically 9 and 1 but may vary. Our cleaners appreciate your flexibility. Please allow for an open time frame rather than an EXACT arrival time when possible.
TIME and PRICING:
You are allowed to INCREASE your scheduled service by a maximum of 2 hours from the end of your allotted time, while our cleaning professionals are present in your home. However, you can only DECREASE the scheduled time if we are notified at least 48 hours prior to your scheduled service. We will service the lesser-time, but the cost will be the same as the original agreed-upon amount.
DEEP CLEAN and Add-Ons:
If you add a "Deep-Clean add-on", you are not allowed to remove it, unless notice is given to us at least 48 hours prior to your scheduled service. You can refuse add-on services originally agreed-upon, but we reserve the right to charge for them as if they were completed.
Cleaning Dino accepts debit or credit cards. A credit card number must be kept on file with your Cleaning Dino office. Full payment is due upon completion of services(our pro's notify us upon completion). Your account will be charged the balance due, plus any fees incurred during services.
*declined transactions will be automatically re-presented and a $25 processing fee will be charged to the card on file.
Overdue payments are subject to a late fee of $25.00. In addition, interest will be charged at the rate of twenty-five percent (25%) monthly. Cleaning Dino reserves all rights available under Utah law and Federal Statutes to collect any amounts due and owed pursuant to this agreement.
If a service appointment is canceled on the day of scheduled service, a $75 fee will apply. If a cleaning service is canceled less than 48 hours in advance, a $50 fee will apply. If we can not access your home, you will be charged the full price of your regular service or quoted-amounts, whichever is higher. No cleaning service fees will be refunded. If you need to cancel your entire service, these requests must be made by using your previously confirmed appointment method through email/text or by phone. If a cleaning appointment is rescheduled by the client less than 48 hours in advance, rather than canceled, a fee of $45.00 will be charged. In the event that you pre-pay for services for another individual and claim to cancel service but the other individual allows our cleaners to perform the service, payment is due upon completion of services. If one spouse cancels service and the other spouse or kids allow us to perform the service, payment is due upon completion of services.The customer agrees to reimburse Cleaning Dino for all costs (including attorneys’ fees) incurred by Cleaning Dino in collecting late payments. Accounts with excessive no show or cancellation rates may be closed by Cleaning Dino notwithstanding paid fees.
Your assigned cleaner will be your regular cleaner with the exception of illness, vacation, or personal emergency. In the event that your "assigned cleaner" is no longer employed with Cleaning Dino, the "assigned cleaner" will be replaced with another trained cleaner who has been briefed on the details of your home and cleaning services.
LIMITATION OF LIABILITY:
Cleaning Dino is bonded and insured. Our liability limits are set at a maximum of 5 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 24 hours of service. Key replacement/locksmith fees are paid only if keys are lost or miscoded. There is a $100 per-location, liability limit for key replacement or locksmith services.
SERVICE QUALITY GUARANTEE:
Cleaning Dino strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address or correct your issue.
If we receive prompt notification, we will examine your issue. If the issue involves the quality of service we have provided, we pledge to correct the issue at no charge. If we do not receive notice of a service issue within 24 hours from the completion of services, or if you correct the issue yourself, we will not be able to correct the issue for you, nor will you be compensated for your inconvenience. Please keep in mind that, if you have purchased hourly-cleaning, we can only guarantee that a cleaner will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning service time time.
Cleaning Dino can provide all cleaning materials and supplies. However, if you desire we use your equipment/materials e.g. vacuum cleaner, mop & bucket, cloths and cleaning supplies etc...you are required to notify us 24 HOURS BEFORE commencement of your cleaning service appointment. Cleaning Dino is not responsible for any damages or complaints that arise out of the use of your equipment/materials. If you have unique-to-home- types of finish on walls, sinks, cabinets, or floor that require a specific solutions other than those that we use, you are required to notify us 24 HOURS BEFORE the commencement of your appointment. Any use of bleaching agents on the property is at the customer's own risk.
COMPLAINTS AND PROCEDURES:
If you are not happy with your service, please contact us within 24 hours. Communication is important and most issues can be resolved if there exists proper communication. We will attempt to remedy any dissatisfaction promptly. For this guarantee to apply, you MUST have your home properly de-cluttered prior to our arrival (Or, you can elect to purchase our declutter add-on.)
HEALTH AND SAFETY:
All equipment, including, but not limited to electrical-outlets, to be used by Cleaning Dino, must be in good working condition. Prior to our arrival, your home must be within a reasonably safe, working environment, so we can perform our service properly. Health and safety are important to us and can help eliminate any unforeseen accidents. In the event that your home is not reasonably safe or a hazard or cluttered, we reserve the right to cancel our service appointment and for our cleaners to take pictures of the troubled areas.
If there is inclement weather in progress on your scheduled cleaning-service day; Cleaning Dino reserves the right to cancel your appointment. If we cancel your scheduled service due to weather conditions; we will call you to reschedule your cleaning service. Please keep driveways and walkways clear of any debris so to prevent potential injury to our staff. If you feel that we may not be able to access the home due to dangerous conditions, please call or text us to notify of this issue.
We reserve the right to take pictures in your home. These images are for our reference only and will not be published without your consent:
Images may be taken of items organized/displayed in a particular order so our cleaning staff may re-organize/re-display them correctly
Images will be taken of any client paper money found, for our cleaning staff’s protection, and yours!
Images will be taken of damaged items found and will not be focused on personal property unless the damaged item is personal property.
Images of damaged-property, caused by our cleaning team, will be required, to process a claim by our insurance.
Occasional images will be taken inside your home for social-media and advertising, purposes. We will ask for consent before we take any image for social-media purposes.
The most preferred and convenient method: You may leave a key to your residence with Cleaning Dino. Your key will be kept safe and secure in our key safe. All keys are coded for security and will never have your name or address attached to them. If you have an alarm system, please give access instructions to your Cleaning Dino office. For your safety, we do not return keys by mail. We ask that customers come to their Cleaning Dino office and present a picture ID before a key will be released. If it is not possible to leave a key with Cleaning Dino, you may meet the cleaning service provider at your residence. Please refer to the Cancellation Policy should Cleaning Dino be unable to access your home during the cleaning service arrival window. If neither of the above is possible, please make alternate arrangements with your local Cleaning Dino office.
If construction is still in progress during or after we clean, we cannot guarantee cleaning services performed and you are still responsible for payment in full for cleaning services performed. If you feel that our cleaning was not up to standard and notify us within 24 hours, we will attempt to remedy the problem within 72 hours, assuming that the property was not occupied by construction crews or others that may have had a material effect on our cleaning services performed. We cannot guarantee that we will remedy the problem before your tenants or new homeowners move-in to the property. Due to easy-to-scratch surfaces, we cannot guarantee that ALL hard floors will be 100% residue-free. If we are not able to remove paint or other residue using non-scratch methods, this does not mean the cleaning is at no cost.
If the owner or property manager is not able to do a walk-through and approve the cleaning before we complete our services, we assess a $300 fee for additional services.
If we send you a line item Estimate/Invoice and there is a dispute about a particular item, the other items must be paid in full before we address the item in question.
If you report a quality issue to us after 24 hours or falls outside our guarantee, we will attempt to remedy the problem and clean at an HOURLY rate of $65 per hour (credit or debit card must be on file for this to apply).