Service Policies

HOW TO PREPARE FOR YOUR CLEANING:

We are thrilled to come clean for you and want to be able to leave your house or office sparkling. For us to be able to provide the highest quality cleaning possible, we would just ask for you to do a couple things to prepare for our arrival. Temperatures must remain between 65-72 degrees. Our cleaning technicians may change the thermostat while they are working but will return it to its setting before departing. Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, etc. Please make sure all dishes are put away so that we can thoroughly clean your kitchen. Unless these are the tasks you discussed during your estimate or prior arrangements have been made. Please also note, if a surface is more than 70% covered, we may not clean that area. If we are unable to get to certain areas of the house due to clutter, we may skip that area.
In addition, anything of a sensitive nature is put away.

TECHNOLOGY:

Your Fresh Start utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder text the day before your services. The automated text messages are only one way. You do have the option to opt out of these.
Our cleaning technicians’ clock in and out from our scheduling app on their phones and GPS coordinates are registered at time of input. This is to make sure they have arrived and left safely.

WORKING IN THE HOME OR OFFICE:

The cleaning technicians need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning. This includes children and pets. In the event the cleaners are not able to work without distractions that may affect their ability to work at their normal speed. Your Fresh Start reserves the right to charge for their extra time spent in the client’s home. Approval of extra time will be asked for if ever needed. If for any reason a cleaning tech of Your Fresh Start feels that their safety is in danger enough to leave the job site due to actions by the client, client’s guests or animals, the client will be liable for the full cost of the service.

BIO-HAZARD:

Our cleaning technicians’ safety and health is of the utmost importance to us, so we ask for you to let us know if there are any potential bio-hazard situations. These can include mold, rodent, or bug infestations of any kind, or human or pet urination, feces, or blood. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.

SAFETY:

Our number one concern is for the safety of our clients and our cleaning technicians. Your Fresh Start is insured and cannot perform any cleaning higher than a three-step ladder. Any heavy or large furniture (this does not include most living room furniture) must be moved away from the walls in order to clean behind them. Our cleaning technicians will not move heavy furniture to prevent damage.

ENTRY TO YOUR HOME:

We offer 3 entry options to choose from:

1. The client may opt to be home to allow access the day of the service. Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason you will be charged half the service price for that day.
2. The client provides a key, garage door opener or code to gain access to the home. Keys will be placed in a secure safe at the Your Fresh Start office. The cleaner or team will be issued a key for your scheduled service to gain access to the home. The key will be signed out by the cleaner or team and signed in after each scheduled service and placed back in the safe. The keys are not marked with any of your personal information in case they are lost. In the event the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lock out cancellation fee of half the price of that day’s service which will be charged to your card on file.
3. The client can purchase a lock box to place a key inside and provide Your Fresh Start with the pass code. In the event if for any reason the key is not in the lock box, or the code does not work when the cleaners arrive to clean the home; the client is responsible for the lock out cancellation fee of half the price of that day’s service will be charged to your card on file. We strongly recommend this option if there is a key involved.

NOTE: In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Your Fresh Start will not be held liable for any damages or theft to the client’s home after our departure.

HOME ALARM SYSTEMS:

Your Fresh Start will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.
SCHEDULING REQUESTS: We employ the best cleaning technicians in the Athens area, so when you hire Your Fresh Start, you can trust that you’ll get a great clean every time. While we cannot guarantee the availability of a specific cleaning technician or precise arrival window in advance, we will always notify you of our estimated arrival time in advance of your cleaning date, with a follow-up notification the day before we arrive. For clients who book our recurring services, we offer the convenience of the same day of the week for every cleaning as well as mornings or afternoons. You can choose weekly, bi-weekly, or every four weeks. Please note that if you reschedule a cleaning, we cannot guarantee the same day of the week for the new cleaning date.

SCHEDULE CHANGES, CANCELLATION OF SERVICE:

In the event that you need reschedule, skip, add or cancel your service, we ask that you give a (48) hour notice. Without a (48) hour notice you will be charged 25% of your cleaning. Cancellations on the same day of service or less than (24) hours’ notice, for any reason will be charged half (50%) the rate of service. All cancellations must be made through our office.

NOTE: All cancellations will also cause the rate for your next cleaning to increase to the next level [example – if you are serviced weekly and you skip a service, you will have to pay the bi-weekly rate for your next cleaning, if you are serviced bi-weekly and you skip a service you will pay the monthly rate for your next cleaning.

CHANGES FROM ORIGINAL QUOTE:

We offer an upfront price estimate before we even enter your home, based on what you tell us about the size of your home and the cleaning service selected. We reserve the right to change the quoted pricing, including any applicable discounts, if the actual size or circumstances of your home are not as described, or if the services selected are inappropriate

PAYMENT:

Your Fresh Start has a “no pay/no clean” policy. Payment is due in full the day of the service. Your Fresh Start recommends a credit or debit card on file at the time of booking. If card is declined, payment information must be updated before service will be performed. Tipping the cleaning technicians is never required but always appreciated. Thank you in advance if you choose to do so.

PRICE INCREASES:

Clients are given advance notice of any price increases. Your Fresh Start reserves the right to raise prices at any time. We raise prices to maintain a livable wage for our employees. Happy Employees=Happy Customers.

TIPPING:

Tipping is never required, but it is a lovely way to tell your cleaning technician that you think they did a great job. If you would like to tip your cleaner, we suggest a range of 10 to 20% of the price of the cleaning. You can add this amount to your credit card either as a one-time or a recurring charge. If you prefer to give cash, we ask that you put it in a labeled envelope or otherwise clearly label it to make sure our cleaning technicians know it is for them!

PETS:

We love our clients’ pets! But for their own safety and the safety of our cleaning technicians, please put your large or skittish pets in a secure area of the home or garage. Our cleaning technicians cannot clean animal feces of any kind in order to prevent cross contamination.

BREAKAGE:

It can happen when you least expect it! Your Fresh Start can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning technicians, Your Fresh Start will pay up to $100 per item or replacement cost when value is verifiable. The client needs to save the broken item for Your Fresh Start to inspect.

DAMAGE:

Client should point out any damage to surfaces during walkthrough and before service begins. Your Fresh Start is sometimes called in to correct damage that was already there or that another cleaning company was responsible for. In this case we may require that the client sign off on a pre-existing surface damage waiver. In areas of the home with extreme clutter Your Fresh Start reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning technicians. Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner. If you would like us to use your products instead, please understand Your Fresh Start will not be held liable for any damage caused by your products.

All hard floor and stone surfaces are assumed to be properly sealed so cleaning can be performed without causing damage. Your Fresh Start Cleaning will not be liable for unsealed surfaces.

MEDIA:

We may take before and after photos/videos in your home or business to share on our social media, website or keep for training purposes. We will never include any identifying photos or names in any of our images. If this is something you would like to opt out of please let us know!

NON-SOLICITATION OF EMPLOYEES:

When a client enters into an agreement for services with Your Fresh Start the client understands that they will pay a [$2,500] training fee to Your Fresh Start if they engage in a working relationship directly with any employee of Your Fresh Start during the course of service other than through Your Fresh Start.

OUR GUARANTEE:

We want you to be absolutely delighted with our cleaning service! Report any concerns to the office at 740-590-0142 or to cleanteam@yourfreshstartclean.com within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.

Our office is open Monday – Friday, 9:00am – 5:00pm