Terms of Service
The Grand Finale Cleaning, Inc. focuses on commercial and house cleaning services in Louisville, KY, and Oldham County.
Terms of Service
Before we come to Clean
We love our customers and do not want you to feel uncomfortable with us in your home. The ideal situation for our technicians is to have no one home while we clean, however, if that is not possible, we ask that distractions be kept to a minimum. There is no need to “clean for the cleaner”- leave that to us! You are paying us to clean and sanitize your home.
It is our expectation that items will be picked up and put away before we arrive. Areas that are considerably cluttered will
be cleaned around as best as we can.
100% Satisfaction Guaranteed
If any areas are not cleaned to your satisfaction on the day of your cleaning, it is the customer’s responsibility to contact our office within 24 hours of their appointment and we will return and re-clean the specified area(s) at no cost. We do not offer refunds or adjust pricing.
Quality Control
We have quality control practices in place to ensure you receive high quality and consistent service. We perform quality checks on our cleaning technicians that may involve a supervisor stopping by your home prior to the completion of your scheduled service. A visual and written evaluation will be performed and any item(s) that need to be addressed will be completed before our staff leaves your home.
cancellation Policy
Cancelation policies will be upheld at the discretion of the company and will be handled on a case-by-case basis. We reserve the right to charge a 50% cancelation fee for all appointments cancelled with less than 12 hours’ notice. This fee is to compensate our staff for their lost wages since there will not be adequate time to fill that time slot. In the event the company needs to cancel your cleaning we will provide you with the option to skip that specific appointment or to reschedule as soon as possible.
Lock Out Policy
We require access to your property on your scheduled day and time. In the event we are locked out and/or unable to access your property, we will contact you immediately and request an alternative method of entry. If we are still unable to access the property within 30 minutes of your scheduled appointment this will be considered a cancellation, and our Cancellation Policy will apply (see above policy). The company will provide you with a free lockbox to always keep on site with a code provided by the company for our staff to have access to. (Client must notify the office if a lockbox is desired with at least 24 hrs. notice before cleaning.
Home Entry
We recommend all clients provide seamless entry into their homes to prevent last minute cancelations due to lock outs. Grand Finale Cleaning will provide all clients with a coded lockbox upon request. This lockbox will be set with a code provided by the company and the code will only be accessible by our staff members. If you would like us to provide a lockbox, let us know prior to your scheduled cleaning so we can deliver one to your home. If we will be using a door code to enter your home, then we will need that code prior to your scheduled cleaning. The office will add all access codes to your client profile notes which are only accessible to our employees.
gratuity
Tipping is not required but is always greatly appreciated by our staff. You are welcome to leave a gratuity in cash on the day of your cleaning or add it to your payment. If you choose to leave cash, please enclose it in an envelope or leave a note for your cleaning technician so there are no misunderstandings. 100% of all tips go directly to your cleaning technician(s) for that day.
Communication
Communication between you, our office, and staff is critical for us to have a harmonious partnership. Contact our office with any questions or concerns you have so we can address them right away. We cannot fix it if we do not know about it. Our preferred method of communication is via text message to our scheduling software. However, we can also receive calls to our office landline Monday-Friday 8 a.m.-5 p.m.
Change of Service Policy
For any Changes to your routine service please contact our office at least 24 hours before your next scheduled cleaning so that we may make any necessary adjustments to the timing of your service. We will do our best to accommodate your requests. Approval of the change(s) must be made by our office and your cleaning technician will be advised accordingly. Additional charges may apply. PLEASE NOTE: Any changes to the frequency in your cleaning schedule will result in a price change. (Example: If you are changing from biweekly to monthly cleanings then we will need to adjust the cost to reflect the fact there was an interruption in service and we will need to account for more time needed at the next visit.)
Pet policy
People-friendly pets can be unsecure while we are in your home. However, if your pet will experience anxiety during cleaning (stranger danger, loud noises, vacuums, etc.) make the necessary arrangements so that they are comfortable. All aggressive or non-people friendly pets are required to be secured or outside while our technicians are in your home. If we are ever greeted by an aggressive pet, we reserve the right to vacate your home and reschedule your service. This will be considered a cancellation, and our Cancellation Policy will apply.
Pet Hair
Although we do our best to eliminate pet hair with all of our services, we cannot guarantee that ALL pet hair will be removed. Pet hair can float in the air, fall from curtains, be woven into fabrics or be recreated by a pet entering a room that has already been cleaned. Pet hair that has settled after areas have been cleaned does not qualify as the basis for a re-clean.
Timing
The fees for our services are not based on an hourly rate. Our pricing is customized to your home, condition, usage, etc. We have invested in the #1 Cleaning Technician Training Program in the world and have taken a lot of time to help our staff perfect their craft. Expertise, experience, and efficiency are measured by the final product and not the time it takes to
achieve it.
Equipment & Supplies
We will provide supplies and equipment necessary to complete your service. Requests to use supplies or equipment provided by the customer must be approved by our office. We are not responsible financially or otherwise for damage caused because of using the customer’s requested supplies or equipment. We do suggest clients keep toilet brushes in each bathroom for the cleaners to use. This prevents any cross contamination from using toilet brushes that have been used in other people’s homes if we can just let our cleaners know that toilet brushes are already supplied in your bathrooms for them to use.achieve it.
Refer A Friend
If you refer a friend to our service and they set up a regular cleaning schedule with us then we will offer you a referral fee that will be removed from the next cleaning invoice. ** The person being referred must tell us who referred them in order to receive the referral fee.
Payment Method
We will accept the following methods of payments: Debit Card, Credit Card, or ACH transactions. Any other forms of payment will need to be approved by the owner prior to your service date. We try to steer away from physical payment transactions (checks/cash) due to the nature of the payment being easily misplaced or forgotten. Electronic payments streamline the transactions and ensure we are paid on time with no complications. You can add a card to your client profile for us to run automatically after each cleaning. You can also request our office to send you an invoice after each cleaning to pay via the link connected to the invoice.