Kathy Clean – Service Policies and Information

Keys and Alarm Systems
Many Kathy Clean customers leave a key to their home at our office, and we take extreme measures to protect each key. We do not return keys by mail. Customers must come in person to our office and present a picture ID before a key will be released. If you have an alarm system at your home you can give instructions on its operation to Kathy Clean. However, we prefer that your alarm be left off on the day of the cleaning.

Kathy Clean values its employees and their safety, so they are not authorized to use ladders with more than (2) steps and will not move anything heavier than 35 lbs. Such activities can put our staff members in danger of injury or could even damage your flooring or other items in your home. If you would like us to clean behind or under heavier items, please move them prior to the cleaning to allow access.

Cancellation Of Scheduled Service
If you must cancel or skip your regular scheduled cleaning, Kathy Clean requires a 2 business day notice. If Kathy Clean receives less than a 2 business day notice, or can’t access your home, you will be charged the full price of your cleaning. Your future regularly scheduled cleanings will remain unchanged. Please be sure to submit in writing via email any termination of regularly scheduled cleanings well in advance. Do not inform our cleaning staff of any changes to your schedule. This must be done directly with the Kathy Clean office. Please note that regular weekly, bi-weekly or monthly service is priced at a discounted rate. If you choose to cancel your regular service after only one cleaning, our regular One-Time Cleaning charges will apply and you will be billed for the difference.

Arrival Notice
If you wish to wait for our staff members to give them access into your home, please note that we have arrival windows of up to 2 hours, such as 9 am -11:00 am or 11am – 1:00 pm. Several things can affect our schedules, such as cancellations, lockouts or customers adding services. Leaving a key with Kathy Clean is the most efficient way for you to provide our cleaning staff access to your home.

Payments and Refunds
For your convenience, Kathy Clean accepts the following forms of payment: Check, cash, Visa/MasterCard. Customers must pay for their cleaning at the time of service. One-time cleanings require a credit card payment at the time of scheduling. A $35.00 fee is applied to all returned checks. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning.

Due to house cleanings very personalized and subjective nature, we DO NOT offer refunds to customers. However, your satisfaction is very important to Kathy Clean. Please review our 48-hour guarantee if you are dissatisfied with your cleaning service in any way.

Although not required, a gratuity is a wonderful way to say “I appreciate your great work.” While your service should always be excellent, tips can have a very favourable effect on your Kathy Clean staff member.

Staff Member Referral Fee
Please understand that Kathy Clean spends a great deal of time, effort and money to earn and keep your regular business. By entering into a service agreement with Kathy Clean, you agree not to hire a present or past Kathy Clean staff member introduced to you by Kathy Clean for any home-related cleaning service. If you do wish to employ such a staff member, our one-time referral fee is $3,000.

Damage and Loss Policy
Kathy Clean is bonded and insured. Our liability limits are set at a maximum of 10 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 48 hours of service.

Items excluded from liability are; cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics. Key replacement / locksmith fees are paid only if keys are lost or miscoded. There is a $50 per location liability limit.