Disclaimer
Please be advised that if our team arrives on the scheduled cleaning day and the condition of the property is found to be significantly different from what was initially communicated, we will notify you immediately. In such cases, the price of the service will be adjusted to reflect the additional labor costs required to complete the job to our standard of excellence. Your understanding and prompt attention to this matter are appreciated. We ask that you just be honest, we are not here to judge anyone. We have seen it all.
What Services Do You Offer?
We specialize in residential recurring services. We offer weekly, bi-weekly, tri-weekly and monthly pre-scheduled cleanings. Additionally we offer Commercial, Short term rental (Monday-Friday), Make Ready's/Move In/Outs.Your day and time is specifically reserved for your home, so you can have that peace of mind and priority, Additionally we offer deep cleans, one time cleanings, appliance cleaning, as well as small ad-on services. For all visits you will receive an email and text reminder 3 days and 1 day prior to your appointment. Please see our cancellation policy in regards to rescheduling/canceling your visit.
What Do You Not Clean?
We do not clean vinyl or metal mini blinds due to their often fragile nature and metal edges.
We do not clean bio hazard or human/pet fecal matter.
We do not clean electronics (TV screens, keyboards, smart home devices, etc).
We are not trained to handle hoarding situations.
We do not wash walls.
We do not clean windows (unless by special paid request).
We do not move any furniture (couches, dressers, beds, etc).
We will only move items that can be moved with one hand.
We do not clean any knick knacks, lego creations, models or figurines.
How Do I Get On The Schedule?
ALL JOBS ARE REQUIRED TO HAVE A 100% NON-REFUNDABLE DEPOSIT TO BEGIN SERVICES AND SECURE YOUR SPOT ON THE SCHEDULE.AS WELL AS A WE REQUIRE A CARD ON FILE TO CHARGE FUTURE VISITS/REMAINING BALANCES.For all visits you will receive an email and text reminder 3 days and 1 day prior to your appointment. Please see our Cancellation Policy in regards to rescheduling/canceling your visit.
What Is Your Arrival Window?
We allow a 1 hour arrival window for our first home beginning at 9am.Our second home in the afternoons will have a 2 hour arrival window due to traffic, lunch breaks, or in the event that the previous home had made pre-scheduled changes to their cleaning.Our scheduling hours are Mon-Fri 8:00am - 5:00pm. To respect our cleaning techs family time, we do not schedule a home to be completed past 5pm.If you are requiring a SPECIFIC time/window please notify the office so we can make the accommodations if possible.
Payment Processing Policy
All payments are processed by Credit Card on the day of service once service is completed. We do not accept cash, checks, or any Person to Person payment networks.
All Clients are required to have a Credit/Debit card on file PRIOR to services beginning, unless previously discussed.
All Clients are required to ensure CC’s are up to date so payments can be processed after services are completed.
Home Sweet Holmes Cleaning Service reserves the right to pause services 5 days after an invoice is past due. All past due services will have a $25 late fee attached to the final invoice.
Home Sweet Holmes Cleaning Service reserves the right to cancel services due to non-payment 5 days after Invoice Due Date until the account is in good standing.
Cancellation / Skipped Visits / Late Fees
We understand that schedules can change unexpectedly. To ensure we can accommodate all of our clients efficiently, we have established the following cancellation policy:
Cancellation with Advance Notice: Appointments canceled at least 48 business hours in advance (between 8 AM and 5 PM) will not incur any charges.
Last Minute Cancellations: Appointments canceled within 48 business hours of their scheduled time, or outside of our regular business hours (especially after 5 PM on Friday), will be considered a "Last Minute Cancellation". In such cases, a charge of 50% of the total cost of services will apply. This policy compensates our staff for the time and effort allocated, and helps mitigate the impact of schedule disruptions.
We appreciate your understanding and cooperation in adhering to these guidelines. Should you have any questions or need further clarification, please do not hesitate to contact us either via phone 830-719-4477 or via email [email protected].
Refund and Reclean Policy
We have a 24hrs guarantee on all cleans, so in the event that any areas are not cleaned to your satisfaction on the day of cleaning, then the client has the responsibility to contact the office within 24 hrs of their appointment and we will return to reclean the areas within 24 hours at no cost.
Your honest and quick feedback is KEY to our success in fixing any error made on our end. Like the saying goes….”You don’t know, what you don’t know”We do not offer refunds. All payments are due at completion of the job.
Change of Service / Work Order Policy
All details of what to expect for every routine visit will have been discussed during your consultation and can be emailed prior to beginning services, 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. Please notify the office if any changes need to be made to your routine cleaning visits. Changes must be made within 2 hours of your scheduled visit, or they may not be able to be completed. This gives us the necessary time to update the work order, as well as notify the cleaning technician of these changes. This does not include add on services. Those need to be scheduled prior to your clean so that we can make sure to provide the techs adequate time to complete the job.
How Do You Price Your Services?
All our services are priced at a Flat-Rate price for the job. Our goal is to keep your price as consistent as possible, as this eliminates chaos, as well consistency for your budget. We do not base your price on the amount of time. We are not here to punch the clock of a job when your “time is up”. We are here to complete the job we have agreed to do on our estimate. If you ever have any additional requests outside of your routine service please contact the office to schedule.
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. Oftentimes our clients are not home, however we know that you greatly appreciate all our techs attention to detail in your home to make sure it's a place of rest for you. 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.
Do I Need To Be Home or Prepare Anything Before Your Arrival
No, you don't need to be home for any of our services. It is 100% dependent on your comfort level. All of our techs are fully background checked and vetted before entering your home, so you can have peace of mind. If you do not intend to be home, entry plans need to be presented prior to your cleaning so we do not have to bother you and the process is as smooth as possible.
We understand that many of our clients work from home. Our technicians are trained professionals who will communicate their workflow with you upon arrival if needed. That being said we are unable to stop cleaning (i.e. for phone calls or meets) due to our schedule restraints to accommodate all of our clients.
We are here to do the heavier maintenance cleaning services your home needs, so we ask that prior to our arrival any toys, clothes, personal items be picked up/lightly tidy prior to our arrival so we can focus your scheduled time on the CLEANING rather than “picking up before cleaning”. In the event the staff has to "tidy", we do not assume we know where things go, so we will neatly stack items out of the way.
NOTE: Heavy cluttered areas, “much loved” playrooms, and piles of laundry will NOT be moved/cleaned and we will work around them. If at the time of service we find the home in this condition we will price the client for additional cleaning time to take care of the areas or client can decline and we skip the area.
How Many People Will Be Cleaning?
We use a solo-cleaning model. So we will only be sending 1 cleaning tech to your home for any home that is less than 3,500 sq ft. Any recurring cleaning over 3,500 sq ft we will send 2 technicians. Clients can request a team and we will try to accommodate the request to the best of our ability.
NOTE: All first time, or deep cleans we will assign 2 or more cleaning techs based on our scheduling arrangements.
Will I Have The Same Cleaner?
We create our schedules based on route optimization to ensure our techs are using their fuel consumption conservatively.
New Braunfels Location ex: (The last thing we want is for a tech to have to drive from San Antonio all the way to Canyon Lake and then back to downtown New Braunfels all in one day.)
Concan Location ex: (The last thing we want is for a tech to have to drive from Concan all the way to Uvalde and then back to Leakey.)
With that said, occasionally we will send a different tech due to scheduling conflicts, or if your regular tech is unavailable, sick, etc. We also rotate our techs schedules to keep their schedule fresh, as well as a healthy upbeat work environment. Home Sweet Holmes Cleaning Service does reserve the right to change cleaning techs last minute in order to ensure your home does not have to be rescheduled the day of service. Rest assured, all our techs go through the same rigorous training, so they know it's important that you have a CONSISTENT cleaning regardless of the tech.
Do I Have To Provide Any Supplies?
Home Sweet Holmes Cleaning Service will provide all the necessary Eco-Friendly cleaning products to keep your home at maintenance level.
Our staff is trained to use our products, in the event you want a particular chemical/product used this must be communicated prior to your clean so that it can be communicated with our techs day of, no exceptions. This is for our tech's safety as well as your home. Brand names and names of chemicals need to be provided to our office so that we can have an MSDS sheet on file for the technicians to stay in compliance.
Bleach products will not be used due to the damaging nature and health issues of the product in any circumstance even at client’s request.
We require all bathrooms to have a toilet brush for sanitation purposes. (nobody needs to see a yucky brush walking around the house with us)
Do You Offer Any Add On Services?
YES! With every appointment reminder you will have the option to click our Add-On link to add any service to your next visit! It’s that easy! You can view those a-la-carte services in your client portal.
Pet Policy
Our Team 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. We will house these details in our work order of any pets in the home and their locations. (i.e. Dogs will be kennels in master bedroom)
ALL aggressive animals are required to be kenneled, in separate room, or outside during the cleaning. If we arrive to the property and are greeted by an aggressive animal, we reserve the right to not clean your home until the necessary arrangements are made. Our cleaning techs safety is our number one priority.
Insect and 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 visible infestation and may require professional pest control services. In such an event Home Sweet Holmes Cleaning Service will consider this a cancellation and follow 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 gap in our schedule.
Rate Increase
Home Sweet Holmes Cleaning Services reserves the right to increase the clients price 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 (Example: Inside the garage) or the Trash can if it is near the home and accessible. We DO NOT take the trash with us in our vehicles.
Entrance and Lock Out Policy
We require access to the clients property on our scheduled appointment day/time. Information regarding entrance to the property (door code, key, garage code, etc) must be provided BEFORE service that day.
We DO NOT carry clients keys, so entrance access must be on the property (hidden key, lock box, garage or door code, etc and battery operated equipment maintained to keep in working order)
If in the event we are locked out of the property we will contact the client immediately and ask for an alternative entrance, or if entrance cannot be provided that same day then a Lock Out Fee of 50% of the cost of services will be charged to the client's card on file. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
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 and free of garbage, construction scraps or debris.
🔺We DO NOT clean out garage areas expect by request at an additional fee. 🔺
🔺We DO NOT haul away post construction/renovation/moving debris. 🔺
Entrance and exit details MUST be discussed prior to the scheduled cleaning date. If cannot gain access to the property due to code or key issues, Home Sweet Holmes has the right to enforce the Lockout policy. Home Sweet Holmes Cleaning Service will only conduct communications with the Client who is paying for the services. We WILL NOT clean a property that is under a different name than the paying clients name. If there is an overlap of ownership (due to closing date miscommunication) then we reserve the right to terminate services and the 50% non-refundable deposit will be kept by Home Sweet Holmes Cleaning Service. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
Home Sweet Holmes will NOT turn on any utilities not properly in working order to perform the clean. If the utilities cannot be turned on within 30 mins of arrival we reserve the right to charge our cancellation policy.
Holiday Schedules
Residential Clients:
We are closed for all services on major holidays including:
Easter
July 4th
Thanksgiving
Black Friday (Day after Thanksgiving)
Christmas Eve
Christmas Day
Day after Christmas
New Year's Day.
Vacation Rental Clients:
Easter-Closed
Thanksgiving-Closed
Black Friday (Day after Thanksgiving)-Closed
Christmas Eve-Close at 12:00 (noon) Any quick turns must be approved by HSHCS
Christmas-Closed
Day after Christmas-Closed
NY Eve (Close at 12:00 (noon) Any quick turns must be approved by HSHCS
New Years Day-Closed
Breakage Damage Policy
Accidents happen. We are covered by insurance, however every incident is different, and will be thoroughly investigated upon the time of the incident. If there are sentimental or extra fragile pieces in the home then they will be avoided and pre-discussed during your consultation. A note will be added to the job instructions pertaining to NOT clean or move the item.
Right To Terminate and Refuse Services
Both client and Home Sweet Holmes Cleaning Service are both at liberty to end services at any time.
Home Sweet Holmes Cleaning reserves the right to cancel services due to non-payment 5 days after Invoice Due Date until the account is in good standing.
Home Sweet Holmes Cleaning Service reserves the right to end services at any time if they feel the client and Home Sweet Holmes Cleaning are no longer a good fit due to the following situations:
*Home has become an unsanitary situation
*Client has placed expectations which cannot be met within our company
*Client is seeking services Home Sweet Holmes is unable to achieve
*Cleaning technician feels unsafe on the property
*Client continuously cancels creating inconsistency in scheduling
*Drugs, or other illegal substances are found on the property
*Poaching our staff (offering our staff to come and clean privately)
Unfair Solicitation of Employees
Home Sweet Holmes Cleaning Service does not permit our clients to “poach” our employees. We request that you not solicit our employees for side jobs or direct hire. Not only does this place our employee in an unfair and awkward situation, it creates a breakage of trust with our company when we have placed a tremendous amount of time and energy into recruiting, hiring, training, vetting, and ensuring you only have the BEST cleaning service our company can offer. If you decide to solicit an employee for private hire, all future services will be immediately terminated.