Policies and Procedures 

Payment of deposit is an agreement to the policies of Carla's Cleaning Services LLC

Policies 

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Consultations 

All consultations have an arrival window of one hour. 

clients will receive a text the day before to confirm. 

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Please be ready when the estimator arrives.

We reserve the right to leave if you are over 15 minutes late for the consult.

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If you need to reschedule or client please advise at least 24 hours prior.

This is will give another potential client an opportunity for a consult. 

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Quotes 

Quotes will be emailed or viewed during the consultation. Please make sure all details are correct. The team will only clean what is described in the quote. All quotes are good for 30 days.

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Deposit

A 50% non-refundable deposit is required to approve the quote for your first service and any level of deep cleaning. 

The deposit must be collected in order to book or reserve a date.

Failure to provide the deposit in a timely manner may result in losing your date. 

A 100% non-refundable deposit is required for same-day services. 

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Pricing 

All prices are estimations. Although rare it is possible that the job may exceed

our estimation and we may ask for an extra fee. 

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Price Schedules 

Recurring cleanings will receive a price schedule for weekly, biweekly and every four weeks. If you cancel a service please refer to the price schedule for your pricing. If you need to add a service the same method applies. 

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Appointment Confirmations

An appointment reminder will be sent via email and text with a confirmation link.

Failure to confirm your appt may result in loss of your service. 

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Accessibility to all Areas

Clients may be present in the home during your scheduled time. 

However, all areas that will be cleaned must be accessible to the team during the appointment time. Please refrain from cooking, bathing, or other lengthy activities until that area has already been cleaned. This allows the team to stay on track and arrive at other homes in a timely fashion. Multiple occurrences of inaccessibility may require us to reschedule your time slot. 

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Add ons 

We offer various add-ons to your service.

We require at least 24 hours' notice to add a service.

This allows us time to shift time schedules if necessary.

All add ons require more time thus have a fee attached,

please do not ask to team members in order to receive a free service. 

We want to make sure our team is getting paid for the work they do.

Failure to comply may result in termination of service. 

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Certain add ons need to be scheduled on a separate day and may require a consult.

Examples are carpet cleaning, window cleaning, upgrading to a deep cleaning. 

Please call the office for more details.

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Post construction cleanings 

All renovations/ construction must be completed before cleaning. 

Please notify the office if everything is not finished or running behind schedule at least 24 hours prior to your scheduled service. We can have time to plan and ensure a new time slot for you.

Failure to notify may result in loss of time slot.

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If a recurring client has major renovation/ construction done in the home with resulting dust before their scheduled recurring cleaning, please notify the office. You will need to schedule and upgrade your cleaning to accommodate your needs. 

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Move In/ Move out Cleanings

The property must be vacant when the team arrives. We do not haul items. 

Please notify the office if everything is not finished or running behind at least 24 hours prior to your scheduled service.  We can have time to plan and ensure a new time slot for you.

Failure to notify may result in loss of time slot.

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Service Guarantee

Any unsatisfied service that is reported within 24 hours will have those areas redone at the discretion of the client. 

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Inclement weather

We generally follow the Howard County school system during inclement weather. We will send out a text or call in a result of delay or cancellations. we appreciate your patience as we prioritize our team's safety. 

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Damaged items

Any damaged item must be reported within 24 hours of cleaning in order to receive reimbursement. Please call the office to report and send an email or text of photos.

Please provide a quote for a replacement or similar item and a check will be mailed out in 3-5 business days. 

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Lost items 

Please report any lost items within 24 hours of cleaning. If the item cannot be found please call the office to report and provide a quote for a replacement or similar item, and check will be mailed out in 3-5 business days.

There are times where items can be misplaced or taken accidentally. However,if the item was stolen by a team member it will cause immediate termination of that member, and retrieval of that item.

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PROCEDURES 

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Once a booking is submitted you will be called by the office within that business day. 

We will create a profile for you and require details of your contact information as well as details of the type of cleaning and home. Please provide accurate and truthful answers to be the best of your ability. 

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During the consultation, the estimator will do a walkthrough and ask you various questions. The estimator will offer their recommendations. Depending on the condition of your home you may only be eligible for a specific level of cleaning. A level 1 cleaning cannot be offered to a home that needs a level 2 or level 3 service. 

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The quote will be emailed or viewed during the consultation. Please confirm all the details. If you would wish to move forward we require a 50% non-refundable deposit or a 100% non-refundable deposit for same-day services. All deposits must be made on a card or cash if paid during the consult. No checks are permitted as a deposit.

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Once the deposit is received and the quote is approved, then you will be contacted to confirm your date. 

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Please call the office if you need to reschedule or cancel. 

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The day of your service the team will arrive within an hour's time window unless otherwise noted. 

In order to focus on cleaning please declutter spaces and allow access to all areas. 

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If you have any questions during your visit or have any issues with language,

please call the office and we'll be more than happy to act as a liaison for you. 

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After your service, you will receive an invoice unless otherwise noted. as well as a feedback survey. 

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Thank you! 

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