What is and why do we have terms of service?
We have expectations and guidelines for our company to flow and work in unison -from the office, scheduling, payments, and cleaning technicians to client expectations.
Our objective is to provide efficient cleanings, reliable service, a high retention rate with our technicians, and an unparallel experience for our clients.
We can only accomplish our goals through terms of service. We don’t believe in constructive contracts or commitments that are uncomfortable. Therefore, we have terms of service to act as an understanding of expectations in writing for both parties.
Upfront and clear terms will prevent frustration.
Expectations are EVERYTHING.
🚫Right to terminate/refuse services Both client and Right The 1st Time are at liberty to end services at any time. Right The 1st Time, LLC. reserves the right to end services at any time if they feel the client is 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 Right The 1st Time is unable to achieve *The cleaning technician feels unsafe on the property *The client continuously cancels creating inconsistency in the scheduling *Drugs or other illegal substances are found on the property *Poaching our staff (offering our staff to come and clean privately)
💥Breakage/Damage Policy We hate incidents and provide great care for your belongings. Techs are trained to report the damage on the day of the occurrence. In the event of breakage or damage the policies are: 🔵Each incident is reviewed separately. 🔵Please save the broken or damaged item for inspection. 🔵Report the breakage or damage immediately. Right The 1st Time, LLC. is licensed, Insured, and Bonded.
🎄Holiday Schedules We are closed for all services on major holidays including, Thanksgiving, Christmas Eve, Christmas Day, and New Year's Day.
💳 Payment Processing Policy All clients must have a Credit/Debit card on file PRIOR to services beginning unless previously discussed. All payments are processed on the day of service. All clients are required to ensure Credit/Debit cards are up to date so payments can be automatically processed after services are completed.
🏠 Make Ready/Vacant Property Policy All Make Ready and Vacant property cleanings must have all utilities on to ensure proper and safe cleaning. Properties must be COMPLETELY vacant. Entrance and exit details MUST be discussed prior to the scheduled cleaning date.
📸 Photo policy Right The 1st Time, LLC does take non-personal before and after photos of First time cleans, Vacant properties, and in the event of an accident. All photos are directly stored in your job file for reference to maintain the integrity of the work completed. *Non-personal photos might also be used for Right The 1st Time marketing only.
🧹Vacuum Policy We will use the client's vacuum for each visit unless it is not available. This is to ensure sanitation and not bring pet hair/dander from other homes into yours. In the event that the client does not have a safe and dependable vacuum, techs will use their backup Shark vacuum.
🔑 Entrance/Lock Out Policy We require access to the client's property on our scheduled appointment day/time. Information regarding entrance to the property (door code, key, garage code, etc.) must be discussed BEFORE service. If in the event, we are locked out of the property: we will contact the client immediately and ask for an alternative entrance. If entrance cannot be granted, during the scheduled time, a "Lock Out Fee" will be accessed. The lock-out fee is 50% of the cost of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
💲Rate Increase Right The 1st Time, LLC reserves the right to increase rates at any time. The client will ALWAYS be notified with ample time ahead of any rate increases.
♻️ Trash Policy We will put all trash in a large bag and place it in an "animal safe" area, for example: inside the garage or in the trash can if it is near the home and accessible. We DO NOT take the trash with us in our vehicles.
🐀Insect/Rodent Policy We expect our clients to maintain and monitor their homes for bugs/pests. We reserve the right to refuse service if the home has a visible infestation and may require professional pest control services. In such an event Right The 1st Time will consider this a cancelation and follow the standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work, leaving a gaping our schedule.
🐕 Pet Policy Right The 1st Time LOVES all fur babies, so please feel free to leave your people-friendly pets in the house, however…..we ask that if you know your pet will experience anxiety during your cleaning (loud noises, new smells, etc.) please make the necessary arrangements to make sure they are comfortable. ALL aggressive animals are required to be kenneled, in a separate room (which will not be cleaned), or outside during the cleaning. If we arrive at the property and are greeted by an aggressive animal, we reserve the right to not clean your home until the necessary arrangements are made. In such an event Right The 1st Time will consider this a cancelation and follow the standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work, leaving a gaping our schedule.
🚫Cancelation Policy All appointments canceled 48 hrs PRIOR to their day/time will not be charged. All appointments canceled WITHIN 48 hrs of their time will be considered a “Last Minute Cancellation” and charged 50% of the total cost of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule. Any cancelations due to illness or Covid exposure will be considered exempt from charges and fees will be waived. In the event that Right The 1st Time, LLC needs to cancel the cleaning, we will provide the client with 1-2 alternative dates/times ASAP. 🚫 Repeated Cancellation Policy: Any bi-weekly reoccurring client who exceeds 2 cancelations within a 60-day period will be notified and automatically moved to monthly visits with the monthly quoted price. Any monthly reoccurring client who exceeds 2 cancelations within a 60-day period will be notified and automatically moved to the initial quoted price. 🚫 Sickness/Covid Policy: Any cancelations due to illness or Covid exposure will be considered exempt from charges and fees will be waived.
❌ What we do NOT clean? 🔺WE DO NOT CLEAN BIOHAZARD OR HUMAN/PET FECAL MATTER🔺 🔺WE DO NOT CLEAN ELECTRONICS (TV screens, Keyboards, Smart Home Devices, etc.)🔺 🔺WE DO NOT CLEAN WINDOWS (unless by special request)🔺
💰How do I tip my cleaner? Tipping is not required, however, it is always greatly appreciated by our staff. The standard amount is 10%-20% of the cost of service. Often times our clients are not home, however, we know that you greatly appreciate all our techs' attention to detail. If you would like to send them a “Thank You” tip then contact our office and we will let you know how we process them.
⚙️Change of Service/Work Order Policy During your initial consultation, a detailed list of services and expectations will be discussed. However, we know that life happens, and sometimes changes need to be made...maybe certain rooms are being painted, plumbing fixed, out-of-town guests, etc. In the event of changes that impacts the tech’s ability to clean, please notify the office within 2 hours of your scheduled visit. This gives us the necessary time to update the work order and notify the cleaning technician of these changes.
✅Refund and Reclean Policy Our "MAKE IT RIGHT" guarantee. We have a 24-hour turnaround policy if any area is not cleaned to satisfactory. Simply, notify us within 24 hours of the scheduled cleaning and we'll reclean the area free of charge. *We do not offer refunds *All payments are due at the completion of the job.
📆 How do I get on your schedule? All jobs are required to have a 50% NON-REFUNDABLE deposit to secure your spot on the schedule. As well as a card on file to charge future visits/remaining balances.