for Fleur de Lis Cleaning LLC

Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work. Our Service Policies may change at any time, without notice. Changed Service Policies will not affect previous services completed by our team. By using the services of Fleur de Lis Cleaning LLC, you agree to abide by the following policies and procedures:

Privacy Policy - We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for.

Satisfaction Guarantee - If you’re not content with your cleaning, notify us within 48 hours. We will come out and re-clean (within a 7-day window) for free. 

Security - We take the security of your home/property very seriously, and work with each property owner to establish a routine for entering and exiting. Current methods include, but are not limited to: · Letting us in on the day of service if you will be on the premises when we arrive · Providing us with an extra key · Providing us a lockbox, keypad, or garage code · Leaving us a key on the premises to use and return or leave in the house when finished.

Payment – Payment is due within 48 hours of the completion of the service provided by check or card, unless otherwise agreed upon by both Fleur de Lis Cleaning LLC and the client in the invoice. All payments past due are subject to a late fee of 5% per day, until payment in full is received.

Late Cancellation/Rescheduling - Because we reserve a time especially for you, please make any schedule changes 48 business hours before service to avoid incurring a cancellation fee. If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours' notice is required. If a cleaning appointment is cancelled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of 15% of that cleaning's cost will be charged. We must adhere strictly to this policy in order to prevent lost wages. We appreciate your understanding. Late schedule changes due to unexpected circumstances not under your control will be reviewed on a case-by-case basis, and we may ask for documentation. During the winter season, in the event of inclement weather, Fleur de Lis Cleaning LLC will use their discretion to decide if a clean requires rescheduling. In the event of rescheduling due to inclement weather, all rescheduling fees will be waived. Please make sure that your driveway, parking lot, sidewalk, and/or entrance is properly accessible to avoid cancellation/rescheduling fees. If you do not think your particular area is safe to enter during a period of inclement weather, please let us know in advance, and we will be happy to reschedule for you.

Electricity, Climate Control and Water Notice: We cannot work effectively in a property or home without electricity, functioning climate control (air condition/heat) or running water. Please ensure that your property - especially if it is empty and in the middle of being sold/bought/turned over - will have electricity, working climate control and running water on the day of service. Late Cancellation/Rescheduling fees may apply if we need to make last-minute schedule changes due to lack of electricity, climate control or water.

Getting Ready for the Cleaning – Please don’t “clean” before we arrive, but do “pick up” as much as possible; for example, clearing the floors of clothing or paper, clearing surfaces of small items such as pens, coins, important documents, etc. Please don't worry about countertop appliances and small pieces of furniture - we clean and move those as we go. This type of pick-up will allow us to focus more on detail and quality for you. Please set your A/C temperature to 68-72 degrees F, especially during the summer months. We are unable to clean properties/homes that are too hot and pose a safety risk to the cleaner.

The Setting – The ideal cleaning situation is when no one is on the property. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people on the property/at home. For businesses, we are happy to clean outside of regular business hours. Please note, if your schedule only permits us to clean your property during the business hours of your property, we will have to run louder equipment, i.e. vacuums, around office spaces, which may disrupt any ongoing phone calls or meetings. Please plan accordingly. For residential cleaning, please secure pets, and keep children in another area as we are working with equipment and products that may not be safe for children.

Trash Disposal: We require that we leave any collected trash in the garbage bin at the homeowner’s location, or in a specified garbage drop/disposal area onsite of the property. We cannot take trash with us, unless otherwise specified in the invoice/contract and agreed upon by both parties.

Pets – We love them! The last thing we want to do is upset your pets as we clean, and we'll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:  Let us know ahead of time if there are any arrangements you have in place for your pets while we clean. For sanitary purposes, we do not clean up after sick pets or pet accidents. Please secure any pet that may be overwhelmed by our presence and/or pose a threat. Please secure any pet that is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the customer. Fleur de Lis Cleaning cannot be held responsible for the escape or safety of pets. As a general rule we do not let pets outside for bathroom breaks during our cleans, to avoid accidentally letting pets loose; however, we can make exceptions on a case-by-case basis. We are not responsible for any unsecured pets who escape the premises during our clean.

Products: We attempt to use as many non-toxic products as possible. If any discoloration takes place on surfaces we have cleaned or other issues arise with the cleaning products we use, please contact us immediately.

Breakage – We hate it when breakage happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies: 1. Sometimes breakage occurs when there are “boobytraps”. These are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “boobytraps”. Please remove unstable breakables to a place we do not clean. 2. Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk. 3. We will cover the cost of repair or replacement of items when breakage value is verifiable. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.

Insurance – Fleur de Lis Cleaning LLC is covered covered by up to $1 Million in General Liability insurance. Fraudulent claims will be prosecuted to the full extent of the law.

Special Policies and Service Limitations 1. Our cleaning technicians do not climb higher than the company’s two-step ladder. 2. We are not a restoration company and cannot perform certain services due to insurance and safety concerns. In an effort to be transparent and informative as possible, some things that we don’t offer include, but aren’t limited to:

Disassembling light fixtures

Disassembling seals on shower doors

Disassembling furniture to clean it

Disassembling any appliance (besides oven racks and fridge shelves)

Lifting or moving heavy furniture over 15 lbs.

Lifting or moving large fragile items

Removing permanent stains from furniture, floors, cabinets, carpets, etc.

Carpet steam cleaning

Washing the walls (besides minor spot wiping)

Hand-scrubbing or steam cleaning floors

Exterior window cleaning

3. We are not an extermination or mold/biohazard remediation company and cannot provide services in residences that show evidence of hazardous situations. We reserve the right to refuse to clean (or immediately stop cleaning) if there are signs of the following problems, and we must charge our lock-out fee of 50% of the scheduled cleaning. This is not an exhaustive list:

Pest infestation – cockroach, bedbugs, fleas, etc.

Animal infestation – birds, mice, rats, bats, etc.

Excessive/Uncontrolled Mold Growth

Human waste, blood, and bodily fluids
Hoarding

Other hazardous situations

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Pricing

Based on the size of your property/home and any add-ons, your booking includes a maximum number of man-hours we’ll spend completing the work outlined in our service checklists (The definition of man-hours: a unit of one hour’s work by one person). Some important details regarding our pricing: • Please be as specific and honest as possible on your booking to ensure your cleaning is fit to your needs. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer. • In order to verify accurate house information, we will check the size and layout of your home against public records. • In order to book our services, we require a credit card for our records. • Because we do not perform a walk-through to verify the size and condition of the home before service, our pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to clean. • On the day of service, we will perform a walkthrough before starting work. They will take note of any items or areas that need special care or specific instructions from you and will assess if the package you purchased allows them adequate time to complete the job to a satisfactory level. We will notify you if we cannot complete the work in the estimated time frame and give you the option to either add more time to the job for an hourly charge, or have us focus on your top priorities within the allotted time frame. We add time to the service in 30-minute increments charged at $40/person/hour, up to an additional 6 man-hours. If you need more time than this, a second booking is highly recommended to complete the work. •

Small Requests - All small requests, add-ons, or swaps must be added to your appointment through the office to ensure that 1) we can provide the service you're requesting, and 2) we are prepared with enough time and the right supplies to perform the request.