Service Agreement
Thank you for choosing Jubilee Cleaning Services. These guidelines provide a safe environment for our employees and set clear expectations with our clients, so we can keep your home sparkling for years to come. Please review before your first cleaning and let us know if you have any questions.
We are thrilled to clean for you and want to be able to leave your house sparkling. In order for us to be able to provide the highest quality cleaning possible, we ask for you to do a few things to prepare for our arrival.
Don't want to pre-tidy? No problem. We are happy to add on time to your appointment to accommodate pre-tidying so you don't have to worry about a thing. Please request this prior to your appointment so that we can add on additional time.
Jubilee Cleaning Services utilizes technology to its fullest to provide a smooth customer experience. You will receive an automated reminder email and text reminder prior to service. If you would like to respond to any of the texts you receive, you must text our number (412) 634-8546. Do not respond to the automated text message.
For standard and deep residential cleanings, we typically estimate the total service and the accompanying man hours required to complete the service. This means that if one cleaner were to be there for 8 hours, this would be charged at 8 man hours. If two cleaners are there for 4 hours, this would also be charged at 8 man hours, as the amount of labor time is the same. Typically, first time cleans will have 2 cleaners present unless the cleaning is for a home less than 1000 sq ft.
When you provide us with the requested information for your home, we provide an estimate based on homes that are similar in size and reported condition. If our cleaners arrive and the home will require more time than estimated due to condition or not being picked up, we will communicate this to you before we go over estimated hours for approval or denial. We will reach out by phone call and text message, if necessary, to ensure quick communication.
For example, if we are 75% of the way done with the agreed upon cleaning time and realize we will need more time to complete the job, we will ask permission to continue with the clean and you will be billed for the full hours required to clean. Alternatively, if you do not want us to continue with the clean and to stop at the agreed upon hours, we will do that. If we cannot get in touch with you, we will stop at the agreed upon service hours.
We invoice for the hours worked in the home for the first two (2) cleaning services. This will give Jubilee Cleaning Services a better understanding of the time your home requires, because every home is unique. After the second clean, if the second cleaning service is provided within 1 month, we will set a flat rate price for your home's cleaning service to avoid going back and forth on price every time we perform a service for you.
If you would like to add anything to your regularly scheduled cleaning service, just give us a call or email prior to your service and we can almost always accommodate your request. If we have another cleaning scheduled after yours and do not have the time available to accommodate, we can also swap some regularly scheduled items out of your service and add the requested new items.
Jubilee Cleaning Services understands that last minute scope changes may occasionally occur. If you need to make a change to your scope of service that will impact the work hours and number of cleaners required for the job, you must provide advance notice of at least two full business days to ensure we can make accommodations. Scope changes within 2 full business days may not be accommodated due to staffing. Also, any reduction in scope changes within 2 full business days will not reduce the price of the cleaning service.
The cleaning techs need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, Jubilee Cleaning Services reserves the right to charge for their extra time spent in the client's home.
If for any reason a cleaning tech of Jubilee Cleaning Services feels that their personal safety is in danger enough to leave the job site due to actions by the client, client's guests or animals, the client will be liable for the full cost of the service.
We do not specialize in cleaning homes that have previously been, or currently are being, smoked in. If your home is in need of smoke remediation, we will be unable to continue service until remediation occurs.
If your sinks or tubs have slow drains, or do not drain, Jubilee Cleaning Services will not be held responsible and will not be able to clean that area properly. We will take a picture and let you know that a drain is slow so you can address it properly with a plumber. We do not provide plumbing services.
Our cleaning technicians' safety and health is of the utmost importance to us, so we ask for you to let us know if there are any potential biohazard situations. These can include mold, rodent or bug infestations of any kind, or human or pet urination or feces. If a biohazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.
We cannot vacuum rodent feces at any time as this would be a biohazard inside of our equipment. If rodent droppings are present, please have a broom and dustpan available so that we can safely discard the droppings.
Our number one concern is for the safety of our clients and our cleaning technicians. Jubilee Cleaning Services is fully insured and cannot perform any cleaning higher than a three foot step stool. Cleaning technicians cannot use any stools or ladders provided by clients, nor are they able to stand or climb on top of anything to clean hard to reach surfaces. Any heavy or large furniture must be moved away from the walls in order to clean behind them.
Our cleaning techs will not move furniture in order to prevent damage and to remain safe. Cleaning under furniture and beds is not performed unless furniture is moved by the homeowner.
If you have booked a move in or move out clean, please be sure to have electricity, water and gas utilities turned on at the property. Our cleaning service requires utilities for hot water, lights to see, and water to use to clean your home properly. If our cleaning technicians arrive and utilities are not available, we will call you to attempt to have them turned on. If they cannot be turned on within the hour, we will have to reschedule the clean and you will be billed 50% of the service price.
Please keep in mind that we do not clean the inside of dishwashers or garages, and we do not move large appliances, due to the liability of scratching floors.
We do not move large appliances such as refrigerators and ovens to clean behind them, due to the liability of scratching floors in the process of moving these large appliances.
It is very difficult to commit to an exact arrival time, apart from first thing in the morning, because of our ever changing schedule and the fact that we don't finish cleaning each home at an exact time. We service homes between the hours of 8:30 AM and 5 PM and will strive to be at your home within a two hour window of the estimated time given to you. Afternoon clean arrival time is between 12 PM and 2 PM.
We offer 2 entry options to choose from.
In the event the client chooses to leave a door unlocked, or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Jubilee Cleaning Services will not be held liable for any damages or theft to the client's home.
Jubilee Cleaning Services will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.
Our liability is limited to the cost of the cleaning service performed.
In the event that you reschedule, skip, add or cancel your service, we need 2 business days to fill our cleaners' schedules. This is how we keep such amazing cleaners, by keeping their schedules nice and full so they can earn a living.
| Your appointment | Business days we need | Tell us by |
|---|---|---|
| Monday | Thursday and Friday | Wednesday, 8 AM to 5 PM |
| Tuesday | Friday and Monday | Thursday, 8 AM to 5 PM |
| Wednesday | Monday and Tuesday | Friday, 8 AM to 5 PM |
| Thursday | Tuesday and Wednesday | Monday, 8 AM to 5 PM |
| Friday | Wednesday and Thursday | Tuesday, 8 AM to 5 PM |
Any cancellation or reschedule requests outside of 2 business days will incur a 50% service charge to the card on file, which goes directly to pay our cleaners for the hours we blocked off on their schedule.
Trust me, this is our least favorite policy, but this is how we keep excellent employees who are reliable, show up on time, do an amazing job, and build their career with us. Thank you for your understanding and support of your cleaners.
All services will be charged to the card on file or due upon receiving your invoice. Due to safety reasons, clients may not pay the cleaners cash for the service. However, clients may choose to tip the cleaners in cash if they wish.
All appointments will require a credit card on file to confirm the appointment. Cards will be auto charged the day of the appointment. If you would like to pay with check, please alert the office at the time of booking so that we can notate to NOT auto charge.
You will be sent an optional tip link at the end of the clean for your convenience to tip your cleaners. If you would like to add a tip for your technician, we can also auto add a tip to the invoice so the service price and tip are auto charged at the end of your service.
We charge a $100 non refundable deposit at the time of booking. This will be credited toward your final invoice, showing as a $100 discount on the invoice.
If the appointment is canceled with less than 2 full business days notice, the day before or same day your service is scheduled, we will charge 50% of the total cleaning hours for your service.
The cleaning technicians do not handle any form of cash payment.
Clients are given advance notice of any price increases. Jubilee Cleaning Services reserves the right to raise prices at any time.
Jubilee Cleaning Services needs your feedback. Please expect random quality checks to happen on your home by a quality control manager to make sure you are receiving consistently fantastic service. All quality checks take place during the final phase of cleaning.
We love our clients' pets. But for their own safety and the safety of our cleaning techs, please put your large or skittish pets in a secure area of the home or garage. Our cleaning technicians cannot clean animal feces of any kind in order to prevent cross contamination.
We believe in shining a spotlight on an issue rather than sweeping it under the rug. If something gets broken or damaged, our staff are trained to photograph it and report it immediately, without reprimand. They are careful and considerate of each space they attend, but every now and then something can happen. Once reported to the office, we contact you to discuss a fair and quick resolution.
If something happens to break during our routine service, we will do our best to repair or replace the item. Our residential housekeepers are fully insured, so claims can be filed when appropriate. We do ask that any irreplaceable items be put away and anything you are concerned about is noted at the time of booking. Please note, we do not repair or replace existing damage or improperly installed items. Jubilee Cleaning Services can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, and similar.
Please point out any damage to surfaces or items before service begins. Our cleaning technicians are trained to survey a home when they arrive and note or record any damage prior to starting cleaning. Jubilee Cleaning Services is sometimes called in to correct damage that was already there, or that another cleaning company was responsible for. In this case we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter, Jubilee Cleaning Services reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs.
Natural stone surfaces, such as marble, granite, travertine or slate, require specialized care. Jubilee Cleaning Services will clean these surfaces only using non-acidic, stone-safe products. The Client agrees to disclose the location of any natural stone surfaces prior to cleaning. Jubilee Cleaning Services is not responsible for pre-existing etching, staining or damage, and assumes no liability for discoloration or dulling if the Client has not provided information regarding the stone type or finish.
Jubilee Cleaning Services uses non-toxic, eco-friendly products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand Jubilee Cleaning Services will not be held liable for any damage caused by your products.
Photographs may be taken in your home. Photographs can be used for employee learning purposes and for marketing or promotional purposes. Photographs that are taken for employee learning purposes will never be shared or released to the public. Photographs that would be taken and utilized for marketing or promotional purposes would be before and after pictures.
Jubilee Cleaning Services will never capture any identifying information within these pictures or indicate where these photos were taken. Confidentiality will be upheld in all marketing and promotional pictures. Jubilee Cleaning Services reserves the right to edit and use before and after pictures and utilize the photos on social media. Jubilee Cleaning Services will never give these photos to a third party for use. Jubilee Cleaning Services reserves the right to use photography unless the client specifically requests us not to.
When a client enters into an agreement for services with Jubilee Cleaning Services, the client understands that they will pay a $1,500 training fee to Jubilee Cleaning Services if they engage in a working relationship directly with any employee of Jubilee Cleaning Services during the course of service other than through Jubilee Cleaning Services.
We want you to be absolutely delighted with the cleaning service. Report any concerns to us at [email protected] within 24 hours after the service. We will return and re-clean the areas of concern at no cost to you.
We can't wait to take care of your home. Thank you so much for your support.
Ready when you are
All supplies included, a 68-point checklist every visit, and a 24-hour re-clean guarantee.