Terms & Conditions
Below are our service policies. These policies are intended to ensure quality, safety, and consistency in our work. On this page, you can learn about refund policies, scheduling policies, and other operational policies. By procuring residential cleaning services provided by "Cays Cleaners LLC", you agree to the policies and procedures listed below.
Privacy Policy
We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists or your personal information to third parties, third party individuals, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service(s) you hire us for.
Satisfaction Guarantee
If you are not content with your cleaning, notify us with photos within 48 hours. Upon receiving this complaint, we will conduct an internal investigation, and determine if we have grounds to conduct a free re-cleaning. Upon approval, we will schedule a recleaning within 7 days of complaint.
Quality Assurance
Our cleaners are required to take before and after photos at every clean for quality assurance. These photos are reviewed at the end of every day. To ensure quality, cleaners are required to turn in a 'Quality Checklist' form. This form is to be signed by the home owner at the end of every clean for liability purposes. By electing not to be home at the time of the clean, the homeowner will forfeit the right to a quality checklist, and quality standards will be set by cleaners perspective of "clean".
Security
We take security of your home very seriously. We work with each homeowner and lessee to establish a routine for entering and exiting your home. Current methods include, but are not limited to:
- Letting us in on the day of service(s) if you will be home when we arrive
- Providing us with an extra key
- Leaving us a key under a pot or door mat to use and return or leave in house when finished
​We will never use your means of entry to enter the property for any reason other than your scheduled
service. We will never duplicate your keys. We will never sell or provide non-employees access to your home to anyone for any reason.
Referrals
You receive discounts or bonuses when you refer us. We love referrals and deeply appreciate it when you tell neighbors, friends, and family about our services. Thank you for your confidence in us!
Payments
Payment is due at or before the time of service. Because we reserve a time especially for you, please make any schedule changes a minimum of 48 business hours before your service to avoid incurring a cancellation fee. If you wish to cancel or reschedule a cleaning in less than 48 business hours in advance or a cleaner is unable to access home within 15 minutes of arrival, a cancellation fee of 50% of the cleaning cost will be charged. We must adhere strictly to this policy in order to prevent lost wages for your cleaner. We appreciate your understanding.
Late scheduling charges due to unforseen circumstances outside of your control will be reviewed on a case by case basis and we may ask for documentation.
During the winter season, in the event of incliment weather conditions, 'Cays Cleaners LLC' will determine whether or not conditions are safe enough to travel. In the event that weather does not permit travel, your appointment will be rescheduled within 7 days.