Policies & Procedures

Supplies

We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day.  

Ladders

Our Cleaning Technicians come with a 2-step ladder.  We are unable to use client ladders or climb higher than two steps. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.

Blinds

We do offer slat by slat blind cleaning. Blinds must be at least 2”, we do not service mini blinds. Blinds may need to be vacuumed before they are wiped; this will require additional time. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely.   We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly.

Moving Furniture

We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.

Fire Arms

For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.

Insects

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.

Alarm System

If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at EcoFreak Cleaning, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved before cleaning.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our technicians are trained on how to disarm and re-arm alarms.

Safety

The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.

Key Control Policy

Most of our clients provide us with keys to their home. Rest assured we take the utmost care in protecting both your key and your home. Keys are number coded and have no names or street addresses attached to them. All keys are immediately returned upon cessation of service.

If you decide not to issue a key to EcoFreak Cleaning and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the technicians to gain access to your home. In this case, you release EcoFreak Cleaning of any liability that may arise from damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.

Distractions

It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused.
Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).

Payment

We accept Square (visa, mc, amex, discover), Venmo and cash. 50% deposit is required at time of booking, payment balance is due the day of your cleaning. We require a credit card be on file for all appointment bookings. We will charge your credit card the day of service unless you pay cash before the Technician(s) leave your home. We do not invoice. If you pay by credit card and payment is not authorized, we will charge $10 per invoice. In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to our collection agency.

Fees

Hourly fees are billed by labor hour, e.g., one cleaner for one hour = one labor hour; two cleaners for one hour = two labor hours.
We reserve the right to adjust our rates and policies at any time.
Tips are always appreciated but not required. Feel free to add your tip to your payment or leave cash in marked envelope.

Scheduling

When we schedule your appointment we reserve a day and time for you and you alone. Our technicians depend on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:

Cancellation Fee

We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid charges.  We have held your spot and turned down business so as not to interrupt your service.  Cancellations communicated less than 48hrs (2 full working days) prior to appointment but more than 24 hours (1 full working day) will be charged $35 per scheduled cleaner.  Cancellations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning.

Lock Out/Turned Away Fee

If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.

Notify the Office
All cancellations must be made by phoning the office (864) 516-3407

Damages
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.

Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases EcoFreak Cleaning from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if EcoFreak Cleaning may have caused the need for repair or replacement.

Wear and Tear
The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.