Our cleaning technicians require timely access to your home to do their best job. The best and easiest way for us to serve you is to install a secure lockbox at your home and keep a key inside. We have key boxes available at wholesale pricing. Key boxes need to be installed somewhere they will not be in regular contact with water as corrosion makes the lock difficult to open. The code is kept secured and is only released to technicians who will be cleaning your home. We will change the code ourselves regularly and share the new code with you by email. Key boxes on your property allows us the ability to do quality assurance checks. It also means that you are always in control of your key and access to your home.
Lock Out Policy
If we are unable to gain access to your home, a $50 lock out fee will be charged. We recommend always ensuring a key is available in a secure lock box on your property to avoid unnecessary charges.
If your home alarm is going off and we are unable to disarm it, we will hang around for a maximum of 30 minutes or until the police arrive.
As a courtesy to our cleaning technicians who are committed to their work and are expecting a full days work, we require 24 hours’ notice if you wish to skip your regularly scheduled cleaning. If you are unable to give us 24 hours’ notice, a $50 cancellation fee will be charged.
If a sudden illness occurs in your home on the day of your clean, please call the office prior to 7:30am. We’ll do our best to reschedule your clean, and we will reevaluate the cancellation fee accordingly.
If you need to cancel your cleaning with less than 24 hours notice, it is necessary for you to call us! 503-933-1917. An email may not get to us in time. A voicemail is greatly appreciated!
Skipped Cleaning Policy
If you decide to skip a regularly scheduled cleaning and not reschedule, we will add 1 hour of extra time to your next cleaning appointment to allow us to return your home to standard cleanliness… or even better! The additional price for the extra time will be $45.
We take great care to carefully assign you and every client to a schedule that suits your needs keeping in balance the technicians schedules and other client schedules. We understand that things change and you may need to change your regularly scheduled cleaning. If that is the case, we only change the one cleaning, but otherwise all other cleanings will remain the same. For example: If you are biweekly, and you want to push your cleaning back a week, it will have been 3 weeks between cleanings and then only 1 week until your next cleaning.
Special Requests, Add-On Services, Upgrades
If you would like us to do anything special that is not regularly included in your cleaning, please let us know by calling 503-933-1917 or emailing firstname.lastname@example.org. We will clarify your expectations and let you know if there will be any additional charge.
You may also choose to leave a note for your cleaning technician. In that case, your cleaning tech will call you at the number we have on file to clarify your expectations. If we are unable to reach you, or do not hear back from you before the end of your cleaning, the technician will do the task, but will only go over your regularly scheduled time by 30 minutes.
We will only charge for time spent at a rate of $45/hr.
For your first cleaning, we will need payment in full before the scheduled day of cleaning. We will email you an invoice where you can pay by ACH transfer – it’s a direct transfer of funds from your bank to ours… kinda like writing a check, but with less hassle!
For recurring cleanings we accept ACH bank transfers for payment. An invoice will be emailed to you. Payment is expected within 5 days.
For commercial clients, we do offer twice monthly invoicing and payment is expected within 15 days.
There is NO CHARGE for paying by ACH transfer. They’re incredibly affordable for us on our end so we encourage it! If you would like to pay with debit or credit, let us know and we will reissue your invoice with a 4% fee. (Paying with plastic is expensive!)
If you are pleased with your cleaning technician’s efforts, please tell them! Use the feedback survey that is emailed to you after every cleaning. We will forward glowing praise directly to your technician.
Tips are greatly appreciated, but not required. Our technicians are paid a living wage so you do not need to worry about subsidizing their pay by tipping.
If you do wish to leave a monetary token of your appreciation, please make sure it is clearly indicated that it is the tip and not just some money you left on the counter after emptying your pockets. You may also write a check out to “Cash” for your cleaning technician. Checks made out to “Green Clean Queen” cannot be accepted, sorry!
Tidying and Clutter
We don’t offer an organizing service at this time. We will tidy items so they look nice, but we will not throw away or rearrange things. We will not put away laundry or dishes. If we move something, we can guarantee that it will be within 2 feet of where we originally found it.
Surfaces with many tchotchkes and precious little things may be deep dusted on a rotational basis as we see the need.
We respect your work space as an extension of your metal organization. As a result, any papers or anything even possibly important will not be touched or lifted, but we will do our best to clean around it. That said, a cluttered desk will not be cleaned as well as the rest of your home. We encourage you to clear your desk space on cleaning days if you want us to do our best job.
Your Privacy and Personal Space
It is our policy not to open drawers or cabinets except for those in the kitchen. For us to get your kitchen really clean, we feel we need to clean around cabinet hinges and the tops of drawers.
We will open all doors to vacuum the closet floors as much as possible.
Changing Bed Sheets
Removing and replacing sheets on the bed is not assumed with regular service and must be requested. It is our policy to make and tidy all beds and fluff pillows as long as the bed is clear.
If you choose to have the sheets changed on your bed, please leave folded sheets on each bed. If you don’t have time to fold them (we totally understand) please leave a note letting us know they are clean! (We don’t want to have to guess or sniff test them… I’m sure you can understand.)
If it would be convenient for you, we would like to not replace dirty bathmats to the clean bathroom floor. We are more than happy to put them in a laundry basket or on the washing machine. We can just shake them out really well (only the kind with the rubber back can be vacuumed well enough) and put them back down, it just hurts us a little to put a dirty bath mat down on a clean floor.
If you do not have a perfectly clear sink or counter, that’s OK! We will load an empty dishwasher or handwash as many dishes as will safely fit on a regular dish towel without having to precariously stack them. Excessively baked on food probably won’t be cleaned to perfection unless your technician is feeling particularly kind and has extra time, but ordinary breakfast dishes will definitely be cleaned for you and left out to air dry.
We do not put away dishes.
All our cleaning technicians are comfortable with your pets so long as your pets are comfortable with us! Please let us know how you would like your pets to be handled. If your pet is not going to appreciate a visitor while you are not home, your pet will need to be confined to a kennel or room and that area will not be cleaned by us.
Our technicians are bonded, insured, and paid handsomely for your peace of mind. We perform background checks and provide professional training for all employees. Whenever possible, we send the same technician to your home, but due to vacations, illness, or other unforeseen circumstances, we cannot guarantee the same technician every visit.
Much of our new business comes from referrals by happy clients! We are honored by your confidence and are pleased to offer you a $50 gift certificate for your personal use (no one else can use it, sorry). We will also give you a second $50 gift certificate to give away (you can’t use it for yourself, sorry) to make it easier to refer us to your friends and family.
Home cleaning is a personal and subjective service. We will always perform the cleaning as outlined before your first cleaning. Your feedback is invaluable to us and the more we hear from you, the better we can respond to your needs and enhance your experience with us.
Though we do our best to please you, there may be a time when an item is not cleaned to your satisfaction. If this occurs, it may simply be a case of miscommunication. In order for us to respond efficiently, concerns requiring inspection must be reported within 24 hours. Our Quality Assurance staff will be glad to assist in a timely fashion, redirect cleaning as necessary, and update your home’s work order to reflect any changes.
Please allow some dust to resettle after we leave. We try to limit the dust in the air by damp dusting and using HEPA filtered vacuums, but cannot prevent this entirely.
We will email a feedback survey to you after the clean. We appreciate you taking a moment to let us know if we missed anything or if your technician did a stellar clean for you. We utilize feedback for training and refinement opportunities and technicians get rewarded for achieving a 5 star clean.
Damage and Breakage
We make every effort to take the greatest care while in your home, but we understand that accidents sometimes happen. Identical replacement is always attempted, but cannot be guaranteed and we will let you make the decision if you would like a credit or a refund.
It is our policy for our technicians to report all damage or breakage to the office right away, but if you notice anything damaged or broken that we haven’t told you about already, please let us know within 48 hours of service.
We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our technicians.
Note: We are not responsible for damage due to faulty or improper installation of any item. All surfaces (e.g. marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm.
Alarms and Electronics
We do our best not to accidentally press any buttons or change any settings on your alarm or electronics. It is still recommended that you confirm everything is set on your alarm so you don’t miss your morning wake up call! We would feel bad… 🙁
They are very fragile and prone to dropping their leaves and petals. For that reason we will not touch or move flowers and will do our best to clean around them without touching them.
We will do our best to shoo crumbs away, but we will not shake out the tablecloth unless it is cleared or you have specifically requested we shake out the tablecloth.
Blinds and Shutters
It is assumed that we will clean them (excluding mini blinds) the best we can for Elite Cleans. It is not assumed that we will maintain them for Classic Cleans unless requested. You may request blind dusting from our Add-On Menu.
Mold and mildew
We do not carry bleach. If there is an area that you would like us to bleach, we ask that you provide the product and leave it out (not in a cabinet or cupboard somewhere that we have to hunt for) on cleaning day. We highly recommend using a foaming bleach cleaner. More information here: http://www.thegreencleanqueen.com/what-to-do-about-mildew/