Service Agreement

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OUR SATISFACTION GUARANTEE

Our happiness guarantee gives you the peace-of-mind you need to trust our service. We’ll make it every effort to make it right, or even re-clean your space! Please note that refunds are not offered. Re-cleans will only be offered if we’re notified in writing and with pictures included within 24 hours of the appointment, and a re-clean appointment is scheduled within seven days from your date of service. We welcome special projects. These must be scheduled in advance, to allow us to plan enough time for our teams to complete their cleaning checklist and then tackle your unique project. We will gladly quote that service upfront, so you know the extra fee required. We are excited to work with every client. It is our privilege to make your home or office environment a cleaner and better place to enjoy!

RATE

All services are priced in our online booking form or by a written quote. The flat rate price based on 1 living room, 1 kitchen, and the number of bedrooms, bathrooms, and half-bathrooms you indicate in the booking form. Any additional room or living spaces that are not bedroom will be charged as an Additional Room. Rooms not added will not be cleaned.

Since Lilac Cleaning Pro does not perform a walk-through to verify the size and condition of the home before service, our flat-rate prices are based on certain assumptions about the accuracy of the information provided on the booking form, as well as, the level of cleanliness and the amount of time/effort required to clean the home.

We recommend that you indicate “Deep Cleaning” if your home has not been professionally cleaned in the past 90 days. We reserve the right to add this fee upon arrival to cover additional time for extensive tidying/organizing, labor-intensive scrubbing, excessive pet hair, an excessive build-up in the bathroom, etc.

Any extra tasks such as inside oven, inside the refrigerator, freezer, cleaning of window blind by hand, extra sets of stairs, etc all require extra time and will be charged in addition to the standard cleaning service.

This will let us know to schedule the appropriate amount of time for the cleaning.

RATE INCREASE

Clients who book weekly, bi-weekly, or monthly cleaning qualify for a discount rate. The rate may change when the level of closeness of the home worsen. Lilac Cleaning Pro, LLC reserves the right to re-evaluate the rates at any time to allow for business-related costs. Lilac Cleaning Pro will notify 14-day in advance of any rate increase.

TIPS

Employees are paid by Lilac Cleaning Pro and offered incentives for improving our service. It is acceptable and much appreciated. If the Client’s wishes to leave a tip for the cleaning crew as a show of satisfaction with their service. Cash tips must be properly labeled TIPS FOR CLEANERS.

PAYMENTS

Unless other arrangements have been made in advance with Lilac Cleaning Pro, payment is due in full at the time of service by Visa, Master Card, Amex, cash or check. All new bookings require a credit card on file. The evening before your scheduled cleaning service, ou system automatically places a hold on your credit card in the amount of your total estimated charges. THIS HOLD IS NOT A CHARGE.

If the client wishes to pay in cash or check we request the payment inside a sealed envelope with Lilac Cleaning written on it. Please make checks payable to Lilac Cleaning Pro.

Lilac Cleaning Pro, LLC reserves the right to suspend, cancel or reschedule any cleaning services for clients who have outstanding balances. The performance of scheduled appointments will resume once payment in full has been received.

Failure to pay at the time of service will result in your credit card being charged after the work is completed the day of your appointment; you will receive an invoice via email once this occurs. If you pay by check, and your check is returned for any reason, or your credit card payment is not successfully processed, a $25 fee will be assessed.

Failure to fully remedy payment within 48 hours of notification of insufficient payment will result in a $50 late fee, in addition to any attorney fees, which may be required to collect on the outstanding balance.

PHOTOGRAPHY RELEASE

Clients grant permission to Lilac Cleaning Pro to take before and after photos, as well acknowledged that Lilac Cleaning Pro owns such photos and may use them for confirming a price estimate and marketing purposes. Lilac Cleaning Pro agrees to not use the client’s name in relation to public release photos without written consent.

CANCELLATION OF APPOINTMENTS

You may reschedule, add or cancel your cleaning services. We understand that unforeseen events may occur which creates a need to cancel your scheduled cleaning appointment. If you need to cancel an appointment, please help us to serve you and our other clients by giving us as much advance notice as possible. If for any reason, you need to change your scheduled appointment, we require at least a full 48 hours notice. For cancellations of service the day before it is scheduled, a cancellation fee of $60 will be charged. In the event of a cancellation on the day of scheduled service, full payment for the scheduled service will be applied to the credit card on file.

ACCESS TO HOME/LOCK-OUT

Most customers provide us with a key. Key in our possession are coded and returned to the office until the day of the cleaning appointment. The client’s address is never included with the key. If your home has an alarm system, please ensure that it is turned off before your appointment. You may also provide us with the code and steps for us to turn off the alarm. We will reset the alarm when we leave only if we have the code. However, Lilac Cleaning will not be responsible if the alarm is set off by our mistake.

In the winter for the safety of our crew, we request that the pathway to walk into your home (driveway, stair etc) is clear of snow or ice.

If our crew is unable to gain access to your home at the time of the appointment due to the Client’s actions or inactions, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the job site due to actions by the Client, guests, or pets on the premises, then the Client will remain liable for the full cost of the service.

SKIPPING REGULARLY SCHEDULED CLEANINGS

Clients who have regularly scheduled cleanings (i.e., weekly, bi-week, every 3-4 weeks) can get discounted rates. However, Clients with regularly scheduled service skip their service, will incur a skipping fee of 20% per period. If Clients with regularly scheduled service routinely skip cleanings, any discounts for being regular customers may be terminated at any time.

TEAM MEMBER ASSIGNMENT

All Lilac Cleaning Pro team members are properly trained to provide cleaning services. We will make every effort to assign the same team for every cleaning. However, the client agrees to our discretion to make changes in the team member assignment.

SERVICE SCHEDULES

Our teams generally clean between 8:00 am and 5:00 pm. When you book your cleaning appointment it will be based on a 2-hours arrival window. We strive to maintain consistency and to provide the best service to our clients, so we always try to arrive within the designated window. However, many variables can affect our arrival times, such as traffic, parking, appointments taking longer than expected. When necessary, our teams may also need to stay past 5:00 PM to complete a job. You will receive an email reminder the day before the appointment with a closer estimate time of arrival.

CLIENT RESPONSIBILITIES

We must be able to reach all the areas to be cleaned. To complete the scheduled cleaning, dishes, clothes, toys, leftover food, etc. need to be put away before we arrive. Clutter can increase the time it takes to clean your house at the rate we quoted. If extra time is required, the price of service will necessarily increase.
Additionally, it is Lilac Cleaning Pro policy not to put things away that are left out, as we are not aware of how each Client prefers their home organized. When in each Client’s home, we will be working as quickly and efficiently as possible. Please ensure that your house is well ventilated and/or air-conditioned. If the house is too hot or too cold, our cleaning crew’s health may be negatively impacted. For this reason, we must insist that you keep your home in the 70-72° range while we’re in the house.

OCCUPANT/PETS

Please limit the number of people in your home when we arrive. Also, please move your pets outside or have them restrained while we are in the home. Lilac Cleaning Pro staff cannot be held responsible for taking custody of any person or pets in the home. We ask your cooperation in correcting any problems that could affect our efficiency.

HEALTH HAZARDS

Please know that workers’ compensation insurance and OSHA guidelines do not allow us to request employees to remove human or pet discharge (including urine, feces, vomit, blood) without proper training and equipment. Our insurance does not cover us for any employees in the case that they get sick from being in touch with human or pet discharge while working for us; therefore we communicate to the cleaning teams that they are not allowed to touch/remove/ clean areas where it has been contaminated by human/pet discharge. We also cannot clean while pest control spray is fresh. We would appreciate your letting us know if there is someone home ill; we can take precautions or might re-schedule.

SAFETY

We ask you to inform trustworthy neighbors, relatives and anyone else that may be “keeping an eye on your home” for you that we will be at your home cleaning on the scheduled cleaning days. Doing so can save the police department, neighbors and the cleaning crew from an embarrassing situation. Please notify us in advance of any person or people who may be in your home during the time of a scheduled service. This includes family members, service contractors, repair personnel, and so forth. We reserve the right to reschedule visits that coincide with a visit by another service contractor or houseguest.

TRASH

All trash cans in the house will be emptied and re-lined as required. Lilac Cleaning will NOT dispose of any items not already in a trashcan or labeled as trash. We never know what might be important to you. This includes soda cans, empty bottles, leftover food, etc.

SUPPLIES

Lilac Cleaning Pro provides all appropriate cleaning supplies and equipment, which all employees are trained to use. If a Client requests that we use their products and/or equipment, then this will void our Satisfaction Guarantee. Additionally, when a Client insists that Lilac Cleaning Pro uses their personal cleaning equipment, they assume all risk for possible damages to said equipment and agree to hold Lilac Cleaning Pro harmless for any damages which may arise from such use.

THEFT

The best protection is a precaution. Lilac Cleaning Pro strives to provide the best possible cleaning experience, and carefully selects the cleaning crews, which we use. However, please DO NOT leave out any money or valuables, which could be lost or taken. When we find valuables left out, we will clean around them. If valuable items are found on the floor, they will be placed on furniture in the same room they were found. Lilac Cleaning Pro protects you from theft. If a theft is suspected, our bond requires that you file a police report with your local authorities.

BREAKAGE

Lilac Cleaning Pro crews have been trained in the proper and safe handling of items in homes. Unfortunately, accidents still occur occasionally. If this happens, you will be notified via a written notice left next to the broken item(s). Reimbursement will be made up to $250 with a copy of your replacement receipt, or a quote on a replacement for a similar item. Items, which cannot be replaced due to sentimental or antique value, should be reported to Lilac Cleaning Pro BEFORE service begins. We reserve the right not to touch an item. Our insurance company will handle reimbursement for items over $250.

TERMINATION

Either party may terminate this agreement at any time by giving to the other party at least three days’ written notice. Written notice may be in the form of a text message, email and/or letter when sent to the primary contact number for Lilac Cleaning Pro.

RIGHT TO REFUSE SERVICE

Lilac Cleaning Pro, LLC and its subsidiaries reserve the right to refuse service, terminate accounts, and/or cancel orders in its discretion, including, without limitation, if Lilac Cleaning Pro, LLC believes that customer conduct violates applicable law or is harmful to the interests of Lilac Cleaning Pro.

CONFIDENTIALITY

Lilac Cleaning Pro, LLC recognizes and acknowledges that this Agreement creates a confidential relationship between the company and the client and that information concerning the client’s business affairs, customers, vendors, finances, properties, methods of operation and other such information, whether written, oral, or otherwise, is Confidential Information. Lilac Cleaning Pro agrees, that it will not, at any time, during or after the term of this Agreement disclose any confidential information to any person whatsoever. Lilac Cleaning Pro further agrees to bind its employees to the terms and conditions of this Agreement. Clients may grant information to be listed as a reference or in a testimonial for Lilac Cleaning Pro to market its services.

NON-SOLICITATION OF LILAC CLEANING EMPLOYEES

Lilac Cleaning Pro, LLC strives to provide the best possible cleaning technicians for each and every job – and provides cleaning crews with special training and supplies to make sure each job is done according to the company’s exacting standards. Clients hereby acknowledge that the relationship between Lilac Cleaning Pro, LLC and all of its employees, whether independent contractors or payroll employees, is essential to the proper functioning of the business, and providing the high-quality cleaning that each client expects. Therefore, Clients hereby agree to not solicit any employee of Lilac Cleaning Pro, LLC at any time when a current Client of Lilac Cleaning Pro, and for a period of one (1) year after the completion of their final cleaning. If a Client desires to directly retain the cleaning services of one or more employee(s) of Lilac Cleaning Pro, LLC (whether an independent contractor working for Lilac Cleaning or a payroll employee), they hereby agree to pay Lilac Cleaning Pro a fee of $4000 per employee. Additionally, Clients hereby agree not to solicit any employee or independent contractor of Lilac Cleaning Pro on behalf of any other business enterprise, nor induce any employee or independent contractor associated with Lilac Cleaning Pro to terminate or breach an employment, contractual or other relationship with the Lilac Cleaning Pro. If such solicitation or inducement to terminate employment with Lilac Cleaning Pro, the Client hereby agrees to pay Lilac Cleaning Pro a fee of $4000 per employee solicited and/or induced to leave the employ of Lilac Cleaning Pro.