Customer Guidelines

Darine’s Super Cleaning Co. strives to be the best we can be at providing exceptional house cleaning service, we have created a set of guidelines and procedures that allow us to offer each client fair and consistent service. To maintain our high standards and provide fair and consistent service for you and employment for our staff, we require all clients to be aware of and adhere to the following guidelines and procedures. *

How to Prepare for Your Cleaning

Don’t clean before we arrive. Leave it to us!

However, please do pick up and tidy as much as possible so we can focus on more detail and quality for you. Our estimated time is based on cleaning and doesn’t account for the time spent tidying.

The best setting

Kindly eliminate as many distractions so our cleaning technicians can work uninterrupted. Try to schedule your cleaning day when there will be fewer people at home and when all rooms are available during your scheduled time.

Special requests

Any special requests or additional service requests should be submitted prior to your cleaning appointment and not to the cleaning technicians as they arrive. Please Contact us in advance to schedule any additional services to communicate any requests.

Access to Your Home

The client can purchase a lockbox to place a key inside and provide Darine’s Super Cleaning Co. with the access code. This is the safest and our preferred method of entry. If you choose to give us a set of keys, they will be placed in a secure safe at our office when not in use. The keys will not be marked with any of your personal information.

The client may also choose to provide us with a garage code in order for us to gain access to the home. Lastly, the client may opt to be home to allow access to their home on the day of service. Although we do our best to provide each customer with a one-hour arrival window, Darine’s Super Cleaning Co. cannot guarantee the exact arrival times so the client must be home between 8:00 a.m. and 5:00 p.m. to let the cleaning technician into the home.

Unfortunately, the client will be billed for service at the full rate for failing to provide access to the home upon arrival if we are unable to get in to clean or are turned away at the door.

Rescheduling or skipping your recurring cleaning

When rescheduling a recurring cleaning for more than seven days from the original date, an additional fee will be added to cover the additional work on the next visit. To avoid an additional charge, please ensure that your requested rescheduled date is within seven days of your original cleaning date.

You are welcome to skip a scheduled cleaning. If you are a recurring customer, we understand things happen. We do ask for at least 24 hours’ notice. If you skip a regularly scheduled cleaning, an additional fee will be added to cover the additional work on the next visit.

If two or more cleanings are skipped, you will be charged the total, non-discounted price for the catch-up cleaning at the next visit.

If you’re scheduled for Weekly Cleanings: $15 additional will be charged on the next visit.

If you’re scheduled for Every other Week’s Cleaning: $25 additional will be charged on the next visit.

If you’re scheduled for Every Four Weeks Cleanings: You will be billed at our current hourly rate on the next visit.

All schedule changes and cancellations must be made through Contacting the office Monday through Friday 8 a.m. to 5 p.m.

Late cancellations and lockouts

We will assess a $50 fee if you cancel with less than 24 “business hours” notice. The client will be billed for service at the full rate for failing to provide Darine’s Super Cleaning Co. access to the home upon arrival or if we are turned away at the door.

All schedule changes and cancellations must be made through the following:

Contact the office at (insert #) Monday through Friday 8 a.m. to 5 p.m. with any questions.

Payment

Payment is due at the time of service.

Tips

Tips are greatly appreciated but not required. Leave whatever you feel comfortable with. Please note that 100% of the tips go directly to the cleaning technician at the job. Please make sure money left as a tip is marked as such. Call our office if you wish to add tipping to your service.

Recycle

Given the different recycling guidelines of each individual town we can’t promise the disposal of Recyclables will be done to your correct guidelines.

Dishes

We will take a couple of minutes to load the dishwasher to free up the sink for cleaning. Any dishes that are in the dishwasher are presumed to be dirty. If this is not the case, please empty the dishwasher before your scheduled cleaning. All dishes left in the sink are presumed dishwasher safe.

Pets

We love our clients’ pets, but for their safety and the safety of our staff, if possible, please put your pets in a secure area of the home during the cleaning. Pets left inside the home during your cleaning service will be protected to the best of our ability. Under no circumstances, pets will be allowed outdoors by our cleaning staff. We do not feed or clean up after sick pets or pet accidents.

Valuables

If you have any valuables including collectibles or expensive objects, please let the office know so we can make a note on your file. Curio cabinets, figurines, glassware, antiques, and items of extreme or sentimental value should be cleaned by the client.

Damages & Breakage

Our staff is trained and extremely careful, but accidents can happen when you least expect them. We will alert you to an at-fault breakage or damage, and work out a fair solution, which involves repairing or replacing the item within reason. Clients have 24 hours to report anything broken or damaged in the rare instance that we fail to alert you. Darine’s Super cleaning Co. can assume no liability for items that were broken or damaged because of unstable bases or because they were not properly attached or secured to the wall (for example wall-mounted TVs, picture frames, floating shelves, curtain rods, etc.).

Surfaces such as hardwood floors and natural stone should be kept in good and ready-to-clean condition without causing harm to the surfaces when using a neutral pH cleaner.

Darine’s Super cleaning Co. will not be responsible for scratches on the flooring due to unprotected furniture legs

Climate Control

The temperature inside of your home should be in a comfortable setting before we arrive to be physically comfortable for labor. This includes but is not limited to extreme heat or cold. Thank you.

Quality Control

Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so we may address issues that are important to you. We will correct or address any issue we are made aware of. Our cleaners take great pride in the work they do and want to be informed when you are disappointed with a service. Please use our feedback surveys each time your home is cleaned. These feedback surveys are key to ongoing communication with our office and our cleaning technicians. Constant client communication is the best way to ensure consistency of services.

Price Increases

We go beyond basic cleaning, restoring balance, freshness, and that light, polished feel you’d expect from a high-end resort. Every surface, every room, every visit is handled with precision and care.

Our Guarantee & Refunds

Although we are always meticulous and do our absolute best, we may occasionally miss something at your service or not have it done to your liking. We stand by our promise and we certainly take responsibility for our work. We will work with you until you are 100% satisfied with the services provided. If you are not satisfied with the services provided, we will return and re-clean the area that was missed as long as it is reported within 24 hours from the date and time of your cleaning. Report any concerns to our office via phone or email within 24 hours after the service. Please note, if an item or area has been damaged in the past, improperly cared for, stained, or has aged past the ability to be cleaned, these items and areas may not become completely clean after our visit and therefore a touch-up would not be offered. We do not offer refunds, but we will work with you until you are 100% satisfied with the services received.

Phone Estimates

We can’t always assess each space prior to cleaning, and therefore we rely upon our clients to provide us with accurate and honest information at the time of booking so that we can estimate the time it will take to clean. If inaccurate information is provided and/or the cleaning will require more time than anticipated, you will be notified.

If your home requires additional time, we will extend our time at our current hourly rate or prioritize your cleaning. Extra costs will only apply if the customer has been notified and additional charges have been approved. We ask that you be available by phone or email during your service in case we need to contact you.

Non-solicitation of Our Technicians

In order to provide our clients with the best possible service we spend a significant amount of time finding, screening, hiring, and training our staff. Darine’s Super Cleaning Co.is proud to have an extremely low employee turnover rate for our industry standards. Darine’s Super Cleaning Co. Employees are not allowed to engage in a working relationship directly with any customer for 24 months after employment termination. Please help us maintain our success by not soliciting our employees for hire directly. If breached, a fee of $2,500 finder’s fee will be assessed if any client chooses to hire a cleaning technician employed by Darine’s Super Cleaning Co. On an individual basis for private work.

Thank you for taking the time to review Darine’s Super Cleaning Co. customer guidelines.

Click below to complete the customer agreement form

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Thank you for your cooperation and your patronage.

Contact Us

Ready for a spotless home or office? Contact Darine’s Super Cleaning for the best cleaning services in Fairfield and discover the difference our team can make