We believe that choosing and trusting a cleaning service is a huge decision and mutual respect and clear communication are the keys to maintaining a healthy and excellent relationship with our customers. We hope that these terms of service help foster this respect and communication with you. We thank you for allowing Ponce’s Cleaning Services the opportunity to partner with you in maintaining your home and simplifying your life.
Mayra Ponce, Owner
SERVICE AND CONTACT HOURS
Our office hours are Mon-Sat: 8:00 am – 7:00 pm, and Sunday: Closed.
Calling/Texting (678) 697-3412
Email: [email protected]
A voicemail will be active whenever we are not available to immediately answer your call, and we will call you back ASAP. After hours, weekends, and holidays, we will return your call on the next business day.
SERVICE AREAS
Currently, we service the residential areas in AUBURN, BUFORD, DACULA, DULUTH, GRAYSON, LAWRENCEVILLE, SUWANEE. Please do not hesitate to ask us if we service other areas. We are always happy to expand our radius.
PREPARATION FOR CLEANING
For the cleaning team to work efficiently, we ask that you pick up as much as possible clothing, toys, and other household clutter items on floors, countertops, table tops, etc. to allow the cleaners easy access to the areas/surfaces to be cleaned.
It is presumed the home will be in order and somewhat picked up to facilitate cleaning. If our cleaning technicians have to help organize and clear areas before cleaning, you will be charged for the extra time.
RATES AND RATE CHANGES
Pricing is determined at the time of the estimate and is based on the SF of your home and the information you provide.
Initial cleaning price – Since our rates are flat rates sight unseen we rely on your information to give you a quote. If we get to the home to clean and it is going to take longer to complete and the condition of your home is worse than you told us over the phone, we will inform you and you will have the option to adjust your booking rate or refuse the service. Which Ponce’s Cleaning Services will charge a 35% for cancellation if service is cancelled.
Recurring price – Our recurring cleanings are a flat rate – meaning you are charged the same each visit. If we find we are going over the time you are paying for we will let you know and adjust the price and time accordingly after speaking with you.
Hourly Price – are billed by labor hour, e.g., one cleaner for one hour = one labor hour; 2 cleaners for one hour = two labor hours. Recurring services will be priced at a flat rate for the areas discussed.
Rate Increase – We reserve the right to evaluate rates annually and will notify you of changes 14 days in advance.
PLEASE NOTE that if the conditions in your home changes (for example additional pets/people, or other living spaces in your home), a price or service revision will be necessary.
SKIPPED/MISSED/RESCHEDULING ONGOING CLEANING
As a recurring cleaning client, a part of what you pay for is an ongoing spot on our schedule. Having an ongoing spot ensures that you receive a discounted rate. Any gaps in ongoing services WILL increase your rate because additional time is needed to bring your home back to a maintenance level. The increase is applied if your elapsed time since your last cleaning is as follows:
An additional week is a 15% increase rate.
An additional two weeks is a 20% increase rate.
An additional three weeks is a 35% increase rate.
An additional four weeks is a 40% increase rate.
More than four weeks between services will result in your cleaning rate being recalculated as a one-time service rate.
Recurring clients are allowed 2 last-minute cancellations a year without imposing the 35% charge.
HOLIDAYS/VACATION
Ponce’s Cleaning Services office will be closed, and there will be no cleanings scheduled on the following holidays:
New Year’s Day & Day After New Years
Memorial Day
Independence Day
Labor Day
Thanksgiving Day + Day After Thanksgiving
Christmas Day & Day After Christmas Day
If your cleaning visit falls on a holiday, every effort will be made at least two weeks before to reschedule your visit for the same or following week, but this cannot be guaranteed.
When you, the customer, go on vacation, Ponce’s Cleaning Services will offer a no-fee cancellation of regular cleanings when a note of at least seven days is given. Ponce’s Cleaning Services reserves the right to charge a fee for any cancellation with less than seven days’ notice.
WAIVER OF EXPERTISE
We are not tile, grout, carpet, stone, flooring, caulking, sealing, paint, plumbing, metal, electrical, or upholstery experts. Our professionals are trained to clean and sanitize.
Our professionals do not treat or restore damaged materials and surfaces. Cleaning is sometimes not enough to make surfaces look “like new.”
For example, if your faucet area has been subjected to years of hard water build-up, we may be unable to clean away the hard water marks. The same is true for mold that has built up behind your bathroom caulking. So, while we can’t make every surface look new, what we can guarantee is that it will be clean.
TERMINATION OF SERVICE
We do NOT have or ask you to sign a contract that commits you to many cleanings! We work to earn your continuing business with each cleaning as our quality of work is our contract. Either party may cancel/terminate service at any time by giving to the other party 48‐hours advance oral or written notice.
OVER THE PHONE & ONLINE QUOTES
We provide over the phone and online quotes for each potential client because we know you are busy and we respect your time. We will ask a few questions about your home so that we can get an idea of the size of your home, the areas that need to be cleaned, and any specific requests, concerns, issues, etc., that you may have. Every home is different as well as every client’s needs. We reserve the right to adjust our rates if the description of the home was not truthful.
OUR TEAMS
Our cleaners work as solo cleaners or 2 or more depending on the size of the job. We make every effort to keep the same team or solo cleaner assigned to your home but cannot guarantee it due to illness, vacations, etc., which can all result in a change of team or solo cleaner.
SERVICES PROVIDED
We will perform the cleaning tasks listed on the checklist corresponding to the service package you have chosen, and any additional requests discussed in your over-the-phone/online quote.
PLEASE NOTE that if the conditions in your home change (for example additional pets/people, or other living spaces in your home), a price or service revision will be necessary.
ADD-ON SERVICES
Anything outside of our agreed-upon scope of work, including the cleaning of additional rooms, after construction, basement, garage, inside windows, refrigerator, oven, etc. not initially included in your quote, is considered add-ons and additional fees will be applied.
DISHES
YES, we do hand wash dishes for an additional charge, but we DO NOT put them away because we want you to be able to find them & everyone arranges a kitchen differently. If there are dishes in the sink we will wash them by hand if the dishwasher is full or pack them up in the dishwasher For FREE. We charge per sink.
PAYMENTS
We accept payment via credit cards/debit cards or cash. Even when paying by cash, we require a credit card to be kept on file.
For cash payments: Cash must be presented to a cleaner before services get started. If you have to step out to get the cash, we will charge for the time waiting as we are on a flat rate.
If a card gets DECLINED on the day before the hold, you will receive an email, a call, text to let you know. If the card is not updated before service begins, we will CANCEL the service.
PLEASE NOTE: Payment for services is due after services are completed. A hold will be placed on the card 24 hours before guaranteed funds are available. The card WILL BE CHARGED AFTER service is rendered.
TIPS
Tipping is neither required nor expected. If you do choose to leave a cash tip, please make it clear that it is such and leave it in an envelope marked Ponce’s Cleaning Services TIP if you are not home. You can also let the office know via email, text, or a call. Our team members are not allowed to take any money that would not be marked as a tip. Tips may also be added to your credit card charge. A typical tip would be 15-20% of your service charge.
EQUIPMENT AND SUPPLIES
Ponce’s Cleaning Services brings all cleaning supplies and tools we need to clean with because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day.
If you prefer to use your cleaning products or solvents, we will use what you provide; however, you have to call the office so your file can be noted and be pre-approved, an MSDS must be submitted, and we will not be responsible for any damage associated with that product or solvent that you provided. We require that you have:
Have a toilet brush in each bathroom (occupied homes)
Step stool at least 2 steps in height
Your home must be equipped with running hot and cold water and electricity for us to be able to perform our services.
QUALITY CONTROL
Our quality control system is interactive and dependent upon your feedback and communication, good or bad, to function. We need your input on the overall experience and quality you are receiving so that we may address any issues that are important to you. Usually changing services will not eliminate a problem since we are all in the “human” business.
We at Ponce’s Cleaning Services want to be sure that you are consistently happy with our service, so please notify us within 24 hours of your cleaning if you are displeased with the quality of service so that we can return to correct the situation promptly without additional charge.
We are unable to issue refunds for any services performed. Our team members take great pride in the work they do and also want to be informed when you are disappointed with service. Please use our Quality Scoresheet system each time your home is cleaned. Those feedback sheets are crucial to ongoing communication with your team members and office staff.
SHOWERS AND TUBS
Showers and Tubs can accumulate lime, calcium, and soap scum. Our cleaning solutions work very well on cutting through these deposits, and however, sometimes it may take two to three visits before showers and tubs become free of these deposits.
Please note: Mold and mildew are organic and will grow deep into and behind grout or caulk. Our cleaning products will minimize surface stains, but eliminating it may require the homeowner to have their shower re-grouted or re-caulked.
ARRIVAL TIMES
Due to the time-consuming, unpredictable nature of cleaning, Ponce’s Cleaning Services will give you a window time to expect your team members. We require the flexibility to arrive within a 1 to 2-hour window time. At the time of your booking, we will give you an estimated time.
NON-ENTRY POLICY
Our clients are responsible for providing Ponce’s Cleaning Services with access to the home or property. If our team members cannot access the home or property or we are turned away at the door on the day of service, a lockout fee of 35% of your cleaning rate will be charged to your card if we cannot access the property within a 15-minute grace period.
Recurring clients are allowed 1 FREE lockout a year without imposing the 35% charge.
PLEASE NOTE: Do not inform the team members of any changes in your schedule; it must be done through our office by 5 pm the day before your scheduled service.
CANCELLATION POLICY
We understand that an unforeseen event may occur which will create a need to cancel your scheduled cleaning appointment. If for any reason, you need to change your scheduled appointment, Ponce’s Cleaning Services requires 24 hours or more notice for all cancellations or rescheduling of all one-time or recurring cleanings.
As we save your house cleaning in our calendar, the sudden change of schedule or cancellation with less than 24 hours’ notice leaves our team members with no work for the time reserved to conduct it.
In case of cancellation, rescheduling, the team not being able to get access into the home, or the home not being in conditions to be cleaned, a cancellation fee will be applied. The fee value is equal to 35% of the appointment cost.
If the property conditions differ from the ones stated at the time of the booking, we have the right to adjust the service rate.
A lockout fee of 35% fee charge of your cleaning rate will be to your card if we cannot access the property within a 15-minute grace period.
Recurring clients are allowed 1 FREE lockout a year without imposing the 35% charge.
PLEASE NOTE: Do not inform the team members of any changes in your schedule; it must be done through our office by 4 pm the day before your scheduled service.
KEYS AND ACCESS TO YOUR HOME
Ponce’s Cleaning Services team members must be able to access your home on the scheduled day. You can pick from any of those choices:
You can purchase a real estate lockbox for your home and provide Ponce’s Cleaning Services with the passcode. These boxes can be purchased through your local hardware store (Lowe’s, Home Depot, etc.).
If you choose to leave your key at a designated place at your home, door unlocked, key in an unsecured place, leave a key with a neighbor for the cleaners to gain entry, you will release Ponce’s Cleaning Services from all liability that arises from damages or theft made before or after the cleaners leave the premises. You understand that you will be responsible for any damages or theft that is caused before/after your scheduled cleaning as we cannot guarantee that we are the only ones who will have access to your home that day.
You may meet the cleaner to provide access to being home on your day of cleaning. Because we cannot give an exact time, you must be home during their specific time frame to let the cleaning team in/out of the home. If no one is home when the cleaners arrive, a LOCKOUT fee will be charged.
You can also give us the code for the alarm system of your garage door OR front door.
Remotely opening and closing access area.
TEMPERATURE SETTINGS
During the summer months, while the cleaners are in the home, we ask that customers set the thermostat between 65 – 70°F, or at an adequate setting so your team members can work in a safe environment without overheating.
During winter months, while the cleaners are in the home, we ask that customers set the thermostat to a comfortable, adequate temperature so your team members can work in a safe environment without being cold.
If you are not home, team members will adjust temperature settings accordingly and will reset before leaving.
DISTRACTIONS AND LIABILITIES
It is essential for us to have uninterrupted access to the areas of your home that we will be cleaning. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others. This includes children and pets. We need to be able to work freely and without distractions.
If we are subject to distractions that affect our ability to perform our work promptly, we reserve the right to charge for extra time spent in your home. We ask that you pick up toys, clothing, or other items before we arrive so the time we spend in your home can be as efficient as possible. Also, please notify us if anyone will be entering your home while we are there, so as not to scare your team members or your guests.
BREAKAGE/DAMAGE
The nature of our job requires us to touch items in your home, and we realize accidents do happen. If you feel there are items in your home that are delicate and you would like us to avoid them, please let us know at the time of your booking.
Should you find damages that were incurred during your scheduled service, please notify our office within 48 hours, and we will be happy to take care of it. We cannot guarantee replacement or reimbursement after 48 hours.
In the case of breakage/damage, your cleaning team member will leave a note and notify you also by email and phone. We will make every attempt to repair, replace, or pay for any items that we have damaged.
Items of extreme value (monetary or sentimental) should be dusted or cleaned by the customer. Please note that antiques, unique one-of-a-kind, and hard-to-find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning.
We will not assume liability for pre-existing damages and cannot be responsible for the breakage of items that are unstable or in an unstable environment. All surfaces are assumed sealed and ready to be cleaned without causing harm/damage when cleaning products are used.
SAFETY
For safety reasons, we do not move anything heavy or in excessive amounts. If you wish us to clean behind anything heavy such as a stove, refrigerator, or moving boxes, please move it before service to allow us access to that area. Wherever windows, furniture, or fans are affected, we do what is within reach with a two-step ladder.
For our safety and the safety of all our clients, please notify us by telephone at least 24 hours before scheduled service of any infectious diseases or any pest infestation that occurs in your household. Ponce’s Cleaning Services reserves the right to cancel and reschedule in such circumstances. If we are not notified of such situations, you will be charged for the time spent coming out to your home.
For our safety, all firearms in a client’s home must be stored and locked. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
Our team members are not trained or allowed to clean animal or human feces/excrement, urine, blood, vomit, or other biohazards. This includes litter boxes and dog kennels.
COMPUTER/ELECTRICAL WIRES
As we aim to handle all items in your home with care, we know that computer wires, cables, and cords can be delicate. Our in-depth cleanings require that we may have to lift or slightly move these items as dust accumulates heavily in these areas.
Please notify us below if contact with these wires, cables, and cords can disconnect your computer system. If so, we will ask your team member to skip these areas.
PETS
We are a pet-friendly company and will be happy to take special care in making your pet feel comfortable during your service. Please advise us of any special instructions regarding their care and safety while we are in your home.
We do, however, need to make sure that the safety of our employees and staff is addressed. If your pet is afraid of vacuums, territorial, overly friendly, or aggressive and will not allow us to do our work, we may suggest that they are placed in areas that we are not working in and that we still can access all necessary rooms to do the scheduled work.
Our team members are not trained or allowed to clean animal or human feces/excrement, urine, blood, vomit, or other biohazards. This includes litter boxes and dog kennels.
SECURITY ALARM
Ponce’s Cleaning Services is not responsible for any charges from a local police department that is called out due to an activated alarm, which we are not able to turn off. Please make sure to update us with any new instructions on how to properly turn off and reset your alarm system.
If your home has a security system, please inform us how you want to handle it. Security and safety of your home. Our policy is to lock the door while we are cleaning and not to allow access to unknown persons. Please do not rely on us to let in workers or others during the time we are in your home unless pre-approved by the office.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company, they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our code.
PARKING
We ask you to provide us with a parking possibility next to your home so that we have easy access to the equipment and supplies in our vehicle.
WEATHER
Ponce’s Cleaning Services will be closed for business when severe weather conditions prevent safe road travel, but we will reschedule for another day. Our cancellation policy still applies, meaning you will not be able to cancel your appointment due to inclement weather. We will do our best to reschedule you as close to your regular appointment as possible.
HIRING OF PONCE’S CLEANING SERVICES STAFF
We value our employees and invest an enormous amount of time, energy, and expense into our screening, hiring, and training process.
Our employees sign a non-compete, non-solicitation agreement when they are hired. They face legal jeopardy if they offer to clean for you “on the side.” Please inform the office if your cleaner ever approaches you in this regard. They are prohibited from soliciting business from any client on his/her behalf or on behalf of any third party during their employment with Ponce’s Cleaning Services or for two years following termination of employment.
If you solicit our employees for private hire, our cleaners are required to report this to management. If confirmed, we will terminate our relationship and cancel your service, and a referral fee will occur plus attorney fee, legal, and miscellaneous expenses will be added. This fee is due immediately upon employment of the past/present employee, regardless of whether the employment is regular or on a contract basis.
THINGS WE DO NOT DO:
s it is our goal to always provide our clients with outstanding service due to the safety of our team members and the utmost concern for your delicate items:
WE DO NOT clean homes that have been infested with bedbugs.
WE DO NOT clean cat litter boxes, dog kennels, feed, or handle any pet feces.
WE DO NOT hand wash clothes.
WE DO NOT provide laundry services when the laundry facilities are not located inside your building.
WE DO NOT clean outside of windows.
WE DO NOT clean inside of toilets without a proper toilet brush.
WE DO NOT provide service to homes that are occupied by unsupervised children or teenagers.
WE DO NOT provide service during the winter months to homes without adequate heating.
WE DO NOT provide service during the summer months to homes without adequate air conditioning.
WE DO NOT operate clients’ motor vehicles.
WE DO NOT let in service people such as water meter readers, UPS drivers, and so forth.
WE DO NOT pick up or sign for deliveries or packages.
WE DO NOT access your phone or answering machine.
WE DO NOT exchange keys with anyone other than the contracted client.
WE DO NOT climb higher than a 2 – 3 step ladder.
WE DO NOT move furniture over 25 pounds.
CONFIDENTIALITY
Ponce’s Cleaning Services recognizes and acknowledges that this Agreement creates a confidential relationship between Ponce’s Cleaning Services and the Client. Information concerning the Client’s business affairs, customers, vendors, finances, properties, methods of operation, and other such information, whether written, oral, or otherwise, is Confidential Information.