What Is And Why Do We Have Terms Of Service?

In order for our company to operate smoothly and harmoniously with the office, scheduling, payments, technicians,
and client expectations, it is essential to establish rules and limitations. Our objective is to deliver efficient, top-quality,
pre-scheduled services with a high retention rate among our technicians, while maintaining a professional approach
throughout. These goals can only be achieved through the implementation of our terms of service. We do not believe
in binding contracts that impose uncomfortable schedules or commitments. Instead, we have developed a terms of
service document that serves as a written understanding of expectations between both parties during the provision of
our services.

Please note that these terms are intended to inform you and prevent any potential frustrations.
Remember, expectations play a crucial role in our business.

📆 How do I get on your schedule?

To reserve your spot on the schedule, it is mandatory for all jobs to provide a non-refundable deposit of 50%.
Additionally, we require a card on file to process future visits and remaining balances.
For each appointment, you will receive both an email and text reminder, sent 3 days and 1 day in advance. Please
review our Cancellation Policy for guidelines on rescheduling or canceling your visit.

📆 What if I need to skip?

We understand that unforeseen circumstances can arise, such as illness in the family, power outages, or other
uncontrollable situations, which may require you to skip your scheduled service. In such cases, we are
accommodating and will make a price adjustment for your next cleaning.
Please note the following adjustments based on your cleaning frequency:
For weekly services, your next visit will have an increased cost of $15.
For bi-weekly services, your next visit will have an increased cost of $20.
For monthly services, your next visit will have an increased cost of $30.
We value our customers and want to provide flexibility during unexpected situations while ensuring the quality of our
service.

♻️ Refund and Reclean Policy

Our company follows a 24-hour turnaround policy, which means that if any areas are not cleaned to your satisfaction
on the day of service, it is your responsibility to notify our office within 24 hours of your appointment. In such cases,
we will gladly return to re-clean the specific areas at no additional cost to you.
Please note that we do not provide refunds for our services. Payments are due upon completion of the job.
We strive to ensure your complete satisfaction and appreciate your prompt communication if any issues arise. Our
team is committed to addressing any concerns and delivering the quality service you expect.

♻️ Change of Service/Work Order Policy

During the consultation prior to initiating our services, we ensure that all details regarding your routine visits are
discussed, ensuring clear expectations. However, we understand that life can bring unexpected changes that may
require adjustments. For example, you may be painting certain rooms, fixing plumbing issues, or have out-of-town
guests. If any changes need to be made to your routine cleaning visits, please promptly notify our office.

💰How Do You Price Your Services?

Our services are priced at a flat-rate for each job, ensuring consistency and stability for your budget. Our goal is to
provide you with a predictable and reliable pricing structure, eliminating any chaos or uncertainty.
It’s important to note that our pricing is not based on the amount of time spent on the job. We are not here to abruptly
leave when a specified time limit is reached. Instead, our commitment is to fulfill the agreed-upon tasks outlined in the
estimate we have provided.
If you ever have any additional requests beyond your routine service, please contact our office. We will be more than
happy to accommodate your needs and make the necessary adjustments to the schedule, job instructions, and final
invoice accordingly. We value clear communication to ensure that our services meet your expectations and
requirements.

💰How do I tip my cleaner?

While tipping is not mandatory, it is always highly appreciated by our staff. A standard tipping range is between 10%
to 20% of the total cost of the service. It is entirely at your discretion to decide whether or not to tip.
This allows for a seamless and straightforward way to express your appreciation to our hardworking team.
We value the hard work and dedication of our staff members, and any gratuity you choose to provide is received with
sincere gratitude.

❓ Do I Need To Be Home?

You have the flexibility to decide whether or not you want to be present for our services. It is entirely dependent on
your comfort level. We want you to feel at ease and confident in our services, knowing that our technicians undergo
thorough background checks and vetting before entering your home.
We recognize that many of our clients work from home, and we are more than willing to accommodate your schedule.
Our technicians are trained professionals who will communicate their workflow with you upon arrival, if necessary. We
prioritize clear communication and ensuring that our services align with your needs and preferences.

❓ How Many People Will Be Cleaning?

We employ a team of two models for homes to ensure efficient and thorough service. Houses over 5000 sq or busy
days we may send 3 to guarantee faster and quality services.
Please note that for first-time cleans or deep cleaning appointments, we will assign two or more cleaning technicians
based on our scheduling arrangements. This allows us to provide the necessary manpower and attention to detail for
these initial or intensive cleaning tasks.
Our goal is to provide you with effective and reliable cleaning services, tailored to the specific requirements of your
home.

❓ Will I Have The Same Cleaner?

We prioritize route optimization to maximize fuel efficiency for our technicians. However, there may be occasions
where we need to assign a different technician to your scheduled cleaning due to scheduling conflicts or the
unavailability of your regular technician due to reasons such as illness.
We also implement a rotation system for our technicians’ schedules to maintain a fresh and possitive work
environment.
At Ellen Bright Cleaning, we reserve the right to make last-minute changes to the assigned cleaning technician if
necessary. This ensures that your home is not skipped or rescheduled due to unforeseen circumstances, such as
staff illness or no longer working with us.
Please be assured that all our technicians receive the same training, ensuring that they are equipped to provide you
with a consistent cleaning experience, regardless of the technician assigned to your home. We strive to maintain the
highest standards of service quality and ensure your satisfaction remains our top priority.

❓Do I Have To Provide Any Supplies?

Ellen Bright Cleaning will provide all the necessary tools and rugs to complete the cleaning and the homeowner will
receive a list of supplies. We are trained to work with different products as the customer preferences.

❌ What do you NOT clean?

Please note the following services that Ellen Bright Cleaning does not provide:
We do not handle dishes(more than fits in the sink)
We do not clean mini blinds.
We do not clean biohazardous materials or human/pet fecal matter.
We do not wash walls.
We do not clean windows unless specifically requested.
We want to ensure transparency regarding the limitations of our services. If you require assistance with any of the
above tasks, we recommend seeking specialized services that cater to those specific needs.

🚫Cancelation Policy Our cancellation policy is as follows:

Appointments canceled 48 hours prior to the scheduled day and time will not incur any charges.
Appointments canceled within 48 hours of the scheduled time will be considered a “Last Minute Cancellation” and will
be subject to a charge of 50% of the total cost of services. This is to compensate our staff for the loss of time and
work, as it creates a gap in our schedule.
Please note that if a cancellation is due to illness, it will be exempt from charges, and the fee will be waived.
In the unlikely event that Ellen Bright Cleaning Services Inc needs to cancel the cleaning, we will promptly provide the
client with 1-2 alternative dates and times as soon as possible. We strive to accommodate your needs and ensure
minimal disruption to your scheduled cleaning appointment.

🚫 Repeated Cancellation Policy:

Clients who exceed 4 cancellations within a 60-day period will be notified of the situation. As a result, their cleaning
frequency will be automatically adjusted to monthly visits, and they will be billed at the monthly quoted price. This
measure is implemented to ensure a consistent level of service and accommodate the scheduling needs of all clients
effectively.

🚫 Sickness/Covid Policy:

Any cancellations due to illness or COVID exposure will be exempt from charges, and the fee will be waived. We
understand that unexpected circumstances can arise, particularly in situations related to health and safety. Therefore,
we will accommodate these cancellations without any financial penalty. Our priority is to ensure the well-being of both
our clients and our staff during these challenging times.

🐕 Pet Policy

At Ellen Bright Cleaning Services Inc, we have a great fondness for all furry companions, and you are welcome to
leave your people-friendly pets in the house during the cleaning process. However, we kindly request that you
consider your pet’s well-being if you anticipate that they may experience anxiety or discomfort due to the cleaning
activities, such as loud noises or new smells.
To ensure your pet’s comfort and ease, we recommend making necessary arrangements to create a soothing
environment for them during the cleaning session. This may involve keeping them in a separate room, providing
familiar toys or bedding, or making use of other techniques that have proven effective in helping them feel at ease.
We understand the importance of a peaceful and stress-free experience for both you and your pets, and we
appreciate your cooperation in ensuring their well-being during our cleaning visits.

♻️ Trash Policy

As part of our process, we will gather all trash and place it in a large bag. However, we do not transport the trash in
our vehicles. Instead, we will either store the bag in an “animal safe” area, such as inside the garage, or if available
and accessible, we will place it in the designated trash can near the home.
This approach ensures that the trash is properly contained and handled in a manner that aligns with our cleaning
procedures.

💲Rate Increase

At Ellen Bright Cleaning Services Inc, we understand the importance of transparent communication with our clients
regarding pricing. While we strive to maintain consistent pricing, we reserve the right to adjust the client’s price if
necessary. However, we assure you that any rate increases will always be communicated to the client well in
advance, providing ample notice. Our commitment is to keep our clients informed and ensure a clear understanding
of any changes in pricing.

🔑 Entrance/Lock Out Policy

In order to provide our services efficiently, we require access to the client’s property at the scheduled appointment
day and time. It is essential that information regarding entrance to the property, such as door codes, keys, garage
codes, etc., be provided to us before the service on that day.
In the event that we are unable to access the property due to being locked out, we will immediately contact the client
to seek an alternative entrance solution. If entrance cannot be provided on the same day, a Lock Out Fee of 50% of
the cost of services will be charged to the client’s card on file. This fee is to compensate our staff for the loss of time
and work, as it creates a gap in our schedule.
We appreciate your cooperation in ensuring smooth access to the property, which enables us to provide our services
as scheduled.

🧹Vacuum Policy

For each visit, we prefer to use the client’s vacuum cleaner if it is available. This practice ensures sanitation and
prevents the transfer of pet hair or dander from other homes into yours. However, if the client does not have a safe
and reliable vacuum cleaner, our technician will use our vacuum as an alternative option. Our goal is to maintain a
high standard of cleanliness while also prioritizing the health and safety of our clients.

📸 Photo policy

At Ellen Bright Cleaning Services Inc, we do capture non-personal before and after photos for specific situations.
These include first-time cleans, vacant properties, and instances where accidents occur. The purpose of these photos
is to maintain the integrity of our work and provide a visual reference of the condition of the property before and after
our cleaning services.
Please note that these photos are securely stored within your job file and are used solely for reference and quality
assurance purposes. We prioritize the privacy and confidentiality of our clients and ensure that all photos are handled
in accordance with applicable privacy regulations.

🏠 Make Ready/Vacant Property Policy

For make-ready and vacant property cleanings, it is essential that all utilities are turned on to ensure proper and safe
cleaning procedures.
In order for us to proceed with the cleaning, the property must be completely vacant. We request that entrance and
exit details be discussed prior to the scheduled cleaning date to ensure a smooth process.
Moreover, we will only engage in communication with the client who is directly responsible for paying for the services.
We will not provide cleaning services for a property that is under a different name than the paying client’s name. In
cases where there is an ownership overlap, we reserve the right to terminate services, and the 50% non-refundable
deposit will be retained by Simplify Cleaning. This compensates our staff for the loss of time and work, as it creates a
gap in our schedule.
We appreciate your understanding and adherence to these policies as we strive to provide efficient and effective
cleaning services.

💳 Payment Processing Policy

In order to commence services, it is a requirement for all clients to have a Credit/Debit card on file. This ensures a
seamless payment process unless otherwise discussed beforehand.
Payments are processed on the day of service, utilizing the card on file, customers can also leave cash or check.
Clients are responsible for ensuring that their Credit/Debit card information is up to date so that payments can be
automatically processed after the completion of services. This helps maintain a convenient and efficient payment
workflow.
We appreciate your cooperation in keeping your payment information current to facilitate smooth transactions and
provide uninterrupted service.

🎄Holiday Schedules

Please note that we are closed for all services on major holidays, including 4th of July, Thanksgiving, Christmas Day,
and New Year’s Day. During these holidays, our operations will be temporarily suspended to allow our staff to spend
time with their families and celebrate the festivities. We appreciate your understanding and encourage you to plan
your cleaning appointments accordingly. We will resume our regular services on the next business day following the
holiday.

💥Breakage/Damage Policy

We understand that accidents can occur, and we want to assure you that we are covered by insurance. However, it is
important to note that every incident is unique and will be carefully investigated at the time it occurs.
If there are items in your home that hold sentimental value or are extra fragile, we will take special precautions to
avoid cleaning or moving them. During the consultation, we will discuss these items in advance, and a note will be
added to the job instructions specifying that these items should not be cleaned or moved.
Our goal is to provide a safe and professional cleaning service while respecting the importance of your belongings.
We prioritize open communication and attention to detail to ensure that your home is treated with the utmost care and
consideration.

🚫Right to terminate/refuse services

Both the client and our company have the freedom to terminate services at any time. Ellen Bright Cleaning Services
Inc,reserves the right to end services if it is determined that the client and us are no longer a good fit due to the
following situations:
The home has become an unsanitary situation.
The client has placed expectations that cannot be met within our company.
The client is seeking services that we are unable to provide.
The cleaning technician feels unsafe on the property.
The client continuously cancels appointments, resulting in inconsistency in scheduling.
The client attempts to poach our staff by offering them private cleaning services.
In such cases, terminating services ensures the best interests and well-being of both parties involved.

🚫 Unfair Solicitation of Employees

At EllenBright Cleaning Services Inc, we have a strict policy against clients attempting to solicit or “poach” our
employees for side jobs or direct hiring. We kindly request that you refrain from engaging in such practices.
Soliciting our employees creates an unfair and uncomfortable situation for them, and it also undermines the trust we
have built with our team. We invest significant time, effort, and resources into recruiting, hiring, training, and vetting
our employees to ensure that you receive the best cleaning service possible.
If it comes to our attention that a client has solicited one of our employees for private hire, it will result in the
immediate termination of all future services. We appreciate your understanding and cooperation in maintaining a
professional and respectful working relationship between our company, our employees, and our valued clients.
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