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Service Hours:

Monday through Friday from 9:00 a.m. to 4:00 p.m.  We are available by phone during these hours.  We are also available via email and texting for quicker responses in case we are not available to answer the phone for any reason. 

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Reschedules/Cancellations:

If you need to reschedule or cancel your cleaning, we prefer at least 48 hours notice unless rescheduling due to illness. (excluding weekends).  If that is not possible due to an emergency then please let us know as quickly as possible and we will do our best to accommodate.  A fee may result for cancelling last minute regardless of the situation.  

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If you need to cancel for an extended period of time (2 or more consecutive cleanings) please understand that we will have to fill your spot with another client in order to meet our payroll needs unless otherwise agreed upon.  You may also choose to pay a fee in order to hold your spot if you would like. 

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Lockouts: 

If we arrive and are unable to access your home for any reason, you cancel your cleaning when we arrive, or we are unable to clean your home due to an extreme circumstance, a fee will be applied to the next cleaning bill.  This includes but is not limited to: excited pets that are not properly secured, unclear driveways and access points to your home due to snow or ice, water and/or electricity shutoff, and broken or unusable Heating & A/C.  Please give prompt notice if you anticipate any of these situations so that we may reschedule. 

 

Holidays:

We are closed on all major holidays (New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas) when they occur on a weekday.  If they occur on a weekend, there is the possibility that we will close the Friday before and/or the Monday after. We would ask in advance to reschedule your cleaning date if it falls on any of these holidays.

 

Snow:

In the event of snow in the forecast, we will notify you as quickly as possible if we plan to close.  We generally make the decision to close if there is an accumulation of at least 2 inches of snow or if more than 2 inches is expected throughout the day or if there are icy conditions.  We may also plan to close if the roads do not appear to be safe.  If you are unable to remove the snow or ice from your driveway or walkway in time for your cleaning, please contact us asap so that we may reschedule.  We will not be able to get to you if your driveway does not appear safe to drive on and if your walkways are not safe to walk on and may be subject to a cancellation fee if not promptly notified before we arrive.  We appreciate your understanding.

 

Quality Control: 

If you are unhappy with your service for any reason, please do not hesitate to contact us.  We will either resolve the issue over the phone/email/text or if that is not acceptable, we will gladly come back to your home and correct it during business hours on the next available day.  Please notify us of any issues within 48 hours.  If you have any questions about the details of how we clean your home, please feel free to ask.  We don’t want you left in the dark and feedback of all kinds helps us provide better service!

 

Supplies & Equipment:

We provide all supplies and equipment necessary to clean your home. Our supplies are eco-friendly and completely safe for pets and children as well as your furniture. If you would like us to use a product we do not carry, please provide that product so we may use it in your home. We cannot, however, guarantee the safety of products that you provide and assume no liability for any damage they incur.  We cannot use products with strong odors such as bleach that could cause our staff to feel ill while using them. Please notify us ahead of time if you pre-treat any areas with a bleach product.  If you choose to have us use your equipment such as a vacuum or mop, we do not guarantee the effectiveness or quality of our services.  Our equipment was carefully chosen based on a number of factors such as weight and ease of use.  Thank you for your understanding.

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Employee Safety:

We are happy to provide any service that we are properly trained to provide to you, however, it is important that we conduct those services safely for everyone.  We cannot provide any service where our employees would feel uncomfortable either by the products or equipment used in providing that service.  We do not use stepladders to perform any of our services for any reason. 

 

If a member of our staff feels unsafe within reason, they are trained to leave the home immediately without notice and you will be charged for the service regardless of whether it was completed and, depending on the situation, may result in termination of services.

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Harassment:  Harassment of any kind to the owners or a member of our staff will not be tolerated and could result in prompt termination of services and involvement of the authorities.  Please maintain a professional environment in your home at all times.  

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Covid-19 (Corona Virus and variants):  Due to the recent pandemic, updated policies are being implemented to protect all parties involved.  We must all do our part to minimize the spread of contagious infections. This will apply to any and all viruses to include but not limited to flu, stomach viruses, etc.  Therefore, we are asking the following of all of our customers:

• We ask that you take your temperature on the morning before we arrive to confirm no fever.  If you feel ill or feverish, please contact us immediately to reschedule your cleaning.  

• If you have been out of the state or country or plan to be out of the state or country, please notify us at your earliest convenience to reschedule and allow 2 weeks of self-quarantining before we return.  This will also apply to cruises regardless of if it has left the country.  

• According to CDC guidelines as well as state and federal recommendations, we will implement social distancing into our normal work routine.  Unfortunately, this means we can not make direct contact with you such as handshaking or hugs.  We also ask that all parties follow a minimum 6 ft distance rule going forward.  It is recommended that we minimize the amount of people in your home while we are cleaning.  It is recommended to either leave your home or designate a room that we do not clean while we are there.  If that is not possible, we understand but please make your best efforts as this will allow us to provide the best service.

• Our cleaning chemicals from Shaklee are rated by the EPA and CDC to kill Sar-Cov 2 Covid 19. Please see following website: https://images.shaklee.com/library/FAQ-BasicG.pdf

• Please know that we take germs and all contagious viruses very seriously and are thoroughly disinfecting our equipment and supplies in between homes. 

• We understand some may ask us to use their own supplies and equipment going forward. We must know PRIOR to your cleaning date if you have any special requests so that we can approve any supplies or equipment and prepare accordingly.  Please do NOT ask us once we arrive at your home.  If you would like us to use your equipment, it must be comparable to our own in weight and function.  For details on what is acceptable, please contact us.  We cannot use harsh chemicals such as Bleach or any others with strong odors.  If you choose to pre-treat with a Bleach product before we arrive, just let us know so we can follow our safety procedures.  We rely on a quality-focused training system which is why we want to avoid changing up our system too much.  Please understand that we can only guarantee our own equipment and supplies that we are trained on and cannot be liable for damages while using customer-supplied equipment and/or supplies or the quality of our service.  We also cannot be responsible for the maintenance and normal wear and tear on your equipment and supplies.  

• PPE supplies (masks, gloves, shoe coverings) are available to us if requested.  We cannot force the use of certain supplies if medical reasons prevent it.  We will have procedures in place as a "plan B" if that is the case.

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Illnesses:  We ask that you notify us if you or a family member have been ill within the last 48 hours to attempt to reschedule.  It is very important that we do not take the risk of spreading illnesses to other customers.  If you believe you or a family member are feverish and ill, please contact us to reschedule.  A fee may result for last minute cancellations regardless of the situation.  Thank you for your understanding.

 

Heating & A/C: 

If we arrive at your home to clean and outside temps are below 50 degrees or above 85 degrees, we may ask that we adjust the thermostat to a more comfortable temperature to allow our employees to breathe easier and perform more efficiently.  Please bear in mind that what may be a comfortable temperature to you may be too demanding on our employees while they are cleaning and working hard to clean your home.  If we adjust your thermostat, we will be sure to adjust it back to the original temperature that we found it in. If the home is not at a reasonable temperature when we arrive we may not be able to complete your cleaning and may result in a fee due to an unsafe work environment.  If for any reason we should not adjust your thermostat, please let us know prior to your cleaning.  Please be aware that a broken or unusable thermostat may result in the need to reschedule your cleaning.  Just like no water or no electricity, no air means we can't clean.  Thank you for your understanding.

  

Pets:

We are very comfortable around pets as long as they are friendly.  If you feel they might not be comfortable with us, please secure them prior to our arrival.  Our products are safe for your pets.  We cannot clean up animal messes of any kind due to the possibility of damage to our equipment and health reasons.  Unfortunately, if we come across a mess, we will have to work around it. 

 

First Time Cleans: 

For the first several cleanings we will be doing extra deep cleaning in your home to get it up to speed.  Unlike other local cleaning companies, we do not charge extra for the initial deep cleaning needed in your home as a thank you for signing up!  Due to this policy, we ask that you have patience while we take a few cleanings to show you our best work.  

 

Cleaning Schedule: 

We do our best to be prompt and meet the cleaning time window given, but traffic and other clients may affect our schedule. If we are going to be more than 30 minutes later than usual, we will contact you. If no arrival time is indicated, then the cleaning will be completed between the hours of 9:00 a.m. and 4:00 p.m. When possible, please allow for an open time frame rather than an exact arrival time.  Please email or text if you would like to know when we will be arriving. 

 

Payment Policy: 

Payment is due on the day of service by credit (credit card number will be on file at our office), check, or cash.    Please make checks out to Behnke Services, LLC.  If you forget to leave payment, we can make arrangements to charge by phone, or you can ask for mailing information.  If payment is not made within 7 days a late fee of $25.00 per 7 days thereafter will be applied to your next cleaning bill.

If no payment is received by the next scheduled cleaning date, we will be unable to continue cleaning until payment is made.  There will be a $35 charge for returned checks.  We do not charge a credit card processing fee for transactions under $300.  For any transactions over $300, there will be a 4% processing fee.  (Including any services that we offer)