Company Policies for Natural Shine Cleaning
First Time Deep Clean-
All new clients are required to have an initial, first time deep clean before beginning any routine cleaning service. This allows us to provide you with a thorough routine clean thereafter.
Cancellation Policy-
If you need to cancel or reschedule your scheduled cleaning, please provide at least 48 hours notice for all canceled appointments. We charge a fee of 50% of your cleaning cost for cancellations within 48 hours of your scheduled cleaning.
Lock out policy-
If the cleaning crew comes to clean on a regular scheduled cleaning date and the client isn’t home or the door is locked and we are unable to clean, there is a fee of 50% of your cleaning cost. The lead on the job will try contacting the client, and the crew will wait 15 minutes past the expected arrival time, before going on to the next job.
Tipping-
Tips are never required to any of our cleaning staff, but tipping is always appreciated by our cleaners. Remember, your appreciation need not be monetary. A personal note from you can mean a great deal! We appreciate our clients… and we always are thankful when we are appreciated for our hard work.
Limitations-
Our cleaners work very hard and we are very serious about keeping them safe. It is our policy that they do not move anything heavier than 35 lbs. These types of activities put our employees in danger of back injury or could damage your flooring. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. Additionally, we do not ask our employees to go higher than a 2-step ladder to clean any high areas.
For the health and well being of our staff- if anyone in your home is sick with a contagious illness, we ask that you notify us immediately so that we can take precautions or choose to reschedule your cleaning.
Pets-
Many of our residential clients have pets. Our staff have been chosen with friendliness to animals as a contributing factor. Although, please note: if your animal has a history of loud barking, growling or biting- we ask that you place the animal in a secured area of your home or yard that we will NOT be cleaning. We respect our employees and do not want anyone to feel scared while in your home. Thank you for your understanding.
Poop and pee: We do not clean litter boxes or any urinated area. We do not vacuum up litter with our vacuums around litter boxes. If you have Dust Buster (or type of handheld vacuum hung near the litter box area), we will gladly use that to clean around a litter box for you. Please do not ask or expect any of our Natural Shine Cleaning cleaners to clean up your pets #1’s, #2’s or other various pet “accidents”. Thank you for understanding.
Payments-
Payment are due on the day of service. If clients are a payment behind, accounts need to be brought current before we can continue to provide service . Natural Shine offers an easy quick pay option through the phone app Pocketsuite. After a one time credit card enrollment process, you can pay for your cleaning service, message, and schedule with the touch of a button. You also get friendly text reminders of your scheduled cleanings.
Cleaning Guarantee Disclaimer-
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied, that is why we offer a 24 hour guarantee. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning to discuss a remedy for the situation. We want all our cleanings to be fantastic!
Floors Disclaimer-
We clean floors using the following method for your home. First, we vacuum hard floors with our professional grade vacuum cleaners on the bare floor setting. Second, we either hand wash or mop all floors (going with the grain on hardwood). We do not dry the floor as our hand washing and mop techniques allow us to control any standing water left on the floor .
For any commercial cleaning, cleaners wash floors using a mop. All questions and methods of floor cleaning will be discussed at the time of the in-space estimate.
If you have any questions or concerns about our company policies, please feel free to contact us.
FAQ
How can I get my house or work space cleaned?
Simply give us a call to schedule an in home estimate. After a walk-through, you will receive a written estimate via email within 1-2 business days. Once you have reviewed the information, you are ready to go and may schedule your first cleaning.
What do I need to do to prepare before the cleaners come?
Please remove any unnecessary clutter from the floors and counters so that we may vacuum and clean. Dirty dishes should be cleaned before we arrive so we are able to clean the sinks. Excessive items on counters or floors will be cleaned around. Other than that, sit back and relax. Let our experienced team help restore the balance in your space.
Do I need to be home for the scheduled cleanings?
The answer is entirely up to you. Many clients are not home when we clean. If you decide to give us a key, it is safely stored and labeled (coded without a name or address for added security). We also can keep security door and garage door codes safely on file. If you are home when we arrive and stay while we clean, we quietly work around you.
What are your cleaning business hours?
Typically we offer cleaning services for home cleaning Monday through Friday, 8:30am to 4:30pm. We do offer Saturday cleanings but on a case by case basis. We typically do not clean residential cleanings on evenings or weekends.
Work space (commercial) cleaning is usually done outside normal business hours. We offer evening and weekend hours for our commercial cleaning on a case by case basis.
Will it be the same cleaning crew every time?
Most of the time we schedule the same team for the same houses but our schedules do change and sometimes that will reflect in the team we send to you. But we do try to keep the same cleaners on a more consistent basis.
How do I pay?
Natural Shine Cleaning offers a simple and secure phone app to pay, schedule, and message for all your service needs called Pocketsuite. Feel free to ask for more information.
About our Employees
All employees before hire are subject to a full background check. Once employees are hired, all employees are required to a full 2 week training program before working without supervision.
About our Company
Natural Shine Cleaning is fully insured and bonded for residential and commercial cleaning. We carry liability and worker’s compensation insurance and can provide certificates of insurance upon request.