Service Policies

Luciana Cleaning Services guarantees 100% satisfaction. If the cleaning is not satisfactory, please contact us immediately. Make sure that you let us know with in 24hours and we will be more than happy to come fix the problem. Please do not fix the problem yourself. (There are No refunds available). So, please let us fix our mistake.

Feedback: Customer feedback and suggestions are greatly appreciated. Please feel free to contact us with any concerns or comments that you may have. In which areas can we improve our services, quality, and customer services? Please let us know. We would love to improve our services with the help of your feedback.

Cancellations: We understand that plans can change. Please let us know of cancellations 24 hours in advance to help us better secure spots for all of our clients. Swift cancellations may be subject to a cancellation fee of $50. New clients are required to provide a credit card number in case of swift cancellations. Clients are subject to the cancellation fee, which will be charged to their credit card.

Payment: Payment is due in full at or before each appointment (by check or cash). Please leave payments on the kitchen table or counter tops. We ask that cash payments be put in an envelope with the clients’ name and the date clearly marked on the front. Credit card payment is available when needed. We are not responsible for the additional credit card fee. (3.5% of the value of payment) If a payment is forgotten, you will be contacted by Luciana Cleaning services in order to make other arrangements.

Arrival Time: Scheduling is very important to us. We give clients a window of time as to when we will be arriving. We will let you know if we are more than 30 minutes late/early. We cannot control traffic delays or unexpected delays with other clients, so we ask our customers to be understandable about sudden delays that may affect your appointment. (Appointments start at 8:00 am)

Estimate variations: Though most estimate prices are frequently given over the phone, they are not final. If the establishment is not in the condition that was previously communicated by the client you may subject to additional fees. Oven and refrigerator cleaning can be included for an additional fee. (Oven: $20/ Fridge: $25).Others services that include extra fee charge: cleaning garages, folding laundry, cleaning windows on the outside, or any other item that a client might request that was not included in the initial cleaning request. We are not responsible for the results of small blinds. These frequently break and become very dirty. These types of blinds typically need to be replaced over time.

Cleaning prep: We do require some pick up prior to cleaning. This allows us the maximum amount of time to focus on cleaning. We expect toys picked up, clothing picked up , pet waste cleaned, no dishes in the sink, etc. Major organization is not included unless communicated prior to arrival. We do provide organizational services with additional pricing.

Key/entry: We encourage our ongoing clients to supply us with a key for the convenience of both parties. We keep our keys in a secure location in our office. If a key is unlikely lost, you will be notified immediately and a key replacement will be paid for. There is a $50 fee for being locked out of the establishment during a scheduled appointment. Providing a key helps avoid a lock out fee.

Pets: We love and welcome pets of all kinds. If your pet is known to be aggressive with strangers please restrain your pet before we arrive to your establishment. If we are not able to safely clean the house Safety/Health Precautions: As required by

federal law we will not be able to:

  • Move or lift heavy items over 30 lbs,
  • Clean human/animal waste, bodily fluids, or blood
  • Use ladders other than 2 steps house hold step ladders or climb on top of any furniture. We provide our own step ladder if necessary.

 

Tipping: Tipping is optional and welcomed. Tips may be given directly to the cleaners or added to your check. End of the year monetary gifts are common and greatly appreciated for our regularly scheduled clients. Please give the tips directly in maid’s hands.

Property Damage: All of our staff makes sure to take extra care with your property, but accidents do happen. Our staff is instructed to report any damage immediately. If you suspect that there has been damage to your property or missing property please lets us know within 24 hours of your appointment. If theft is suspected please let us know immediately and search your home carefully. We do not take responsibility for any damage that is not reported within that time frame. Our company is insured and bonded to better protect your belongings.
Please let us know of any extremely valuable items such as heirlooms or collectables, so we can instruct our staff not to touch them prior to your appointment. We cannot take responsibility for cleaning these items or damaging these items if it was not previously communicated to us.

Holiday’s: We do not provide service on the following days during the year. If your regular cleaning falls on one of these days, please call to reschedule and do any other arrange possible to fit you in.

*Black Friday (The day after Thanksgiving)

*Christmas Day (December 25) *New Year’s Day (January 1)

Non-Competition Agreement: Luciana Cleaning services works very hard and invest a great amount of time and energy training and making our employees great professionals to best serve each costumer. Furthermore, it’s very important that clients respect and understand that they should not be solicited by any clients to work for the client personally. As each of them, has signed the non-competition agreement with us. Client should understand and agree that a fee of $4,000 will be applied if client hire any of Luciana cleaning services team maid while still working with us and also within the period of 4 years following the employee’s last day working with Luciana cleaning services.

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