Service Policy Agreement
Whether you are a new or long-time client, thank you for choosing to work with Collective Cleaners!
We are grateful to work with such wonderful clients in our beautiful River Valley. Please review our policies and let us know if you have any questions.
Scheduling & Rescheduling
When you need to reschedule a cleaning, please give us as much notice as possible (ideally at least 2 weeks). We understand that sometimes advanced notice is not possible and we will do our best to reschedule within the same week when things come up on short notice. Please keep in mind that we are committed to keeping our crews’ hours steady and we do our best to balance that with the needs of our clients.
To keep everything running smoothly, we only schedule recurring service on 1, 2, or 4 week rotations (rather than the same week of each month). This keeps everyone’s schedules coordinated and prevents double bookings.
If one of your cleanings is rescheduled, we will return to your regular day and time for the next one. Please keep in mind if you are biweekly and your reschedule is pushed out into the following week, you will only have one week between the reschedule and your following cleaning. In these situations, we recommend using any extra time for deep cleaning or special projects that aren’t always able to be prioritized.
Cancellation Policy
Cancellations with less than 48 hours notice incur a fee of $30 per scheduled hour of cleaning (i.e. if your cleaning was scheduled for 3 hours, your fee will be $90). This covers your cleaner’s wages and the company's overhead on those wages. Same day cancellations will be billed in full.
If you need to cancel last minute due to a COVID exposure or other communicable disease concerns, the fee will be optional. We never want anyone to feel pressure to keep a cleaning when they aren’t feeling well, especially if the fee would disrupt their budget. That said, if you are financially comfortable to do so, we always appreciate it when clients pay for cancellations. This saves the company from taking a loss and helps keep our budget steady.
Lockouts
If we are not able to access your home at your scheduled cleaning time we will attempt to contact you via phone call, text, & email, and we will wait to hear back from you for 20 minutes. If we are not able to reach you and arrange access, it is treated as a same day cancellation and will be billed in full.
Health & Safety
Please wear a mask whenever you are in the same room as us, unless your cleaner has specifically stated that they are comfortable without masks. Comfort levels change seasonally with COVID rates, so please err on the side of wearing a mask unless you are absolutely certain.
Please let us know if anyone in your household has tested positive for COVID or come into recent contact with anyone who has. Please also let us know anytime you are sick, even if it’s just with a cold or flu, so that your cleaner can make an informed decision about their health and choose whether or not to reschedule.
Likewise, we will communicate with you if we have had a COVID exposure and anytime we are a little under the weather but still feel up for working, so that you can make an informed decision about whether to reschedule.
Please note that we do not clean human or pet waste (beyond the standard cleaning of a toilet). We understand and empathize that many of us may have family members and/or pets who have accidents, but cleaning those up is beyond our scope.
Do your best to ensure your home is a comfortable temperature for physical work. On hot days, please turn on the A/C for your cleaner if you have it. If you do not have A/C, please set up fans and understand that we will be moving more slowly and will not get as much done as usual. On extremely hot days (90+), we may choose to reschedule.
We have a zero tolerance policy for any mistreatment of our team. Thankfully, this has been exceedingly rare in our years in business. We are grateful that the clients who seek to work with us also tend to be amazing human beings!