Terms of Service

Last Updated on January 2, 2024. These Terms of Service are effective immediately.

 
By scheduling a one time or recurring service with Clean Wave Cleaners, you are agreeing to the following terms and conditions:
 

Clean Wave Cleaners, LLC promises to provide quality cleanings by:

  • Providing a professional cleaning service that is licensed, bonded and insured.
  • 100% Satisfaction Guarantee  –  If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a crew will be sent back to your home to redo that area.  Our technicians must be allowed to come back within 48 business hours from the original cleaning.  We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a redo.

In Order to Provide You with the Best Possible Service; Please…

  • Make your home accessible by:
    • Providing a unique door code or lockbox code. A fee will be charged if we are unable to access your home. (see lockout policy below)
    • Turning off alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the alarm according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions.
      • Additionally, you agree to hold harmless and/or release from liability Clean Wave Cleaners from any and all liability relating to any failure of the alarm or not arming the alarm properly.
    • Allowing for full access to the home. Our technicians perform their work in a specific order to ensure efficiency and thoroughness. If you need to direct our technicians to clean certain areas first or to clean in a different order, this adds additional time to your cleaning. We are happy to offer this service if needed, but you must call ahead of your cleaning so we can schedule the additional time.
  • Have your home picked up and ready to be cleaned. Additional charges may be incurred if cleaning technicians require more time, if your home is not ready to be cleaned, or if a job is underestimated due to the condition of the home.
      • We are not equipped to clean bug infestations, bodily fluids, or extensive grease or fire damage.  If our staff does not feel safe in a home or environment they will leave or we will remove them.
      • PLEASE NOTE: If we are not able to clean the entire space due to the conditions, you will still be responsible for the full cost of the cleaning. 
  • Complete customer service evaluations
      • Customer feedback is crucial in helping us offer the highest quality of service to all of our clients. Customer service surveys are sent after each cleaning by email or text. Customers are always welcome to call our office at (619) 940-6181 with feedback about your service.

 

TEXT AND EMAIL CONSENT POLICY

By creating an appointment with our online booking tool, you consent to receiving notifications about your appointment via email or text message. If you would like to opt out of these services, please notify Clean Wave Cleaners at (619) 940-6181.

 

RESCHEDULING, CANCELLATION AND LOCKOUT POLICY

  • We require at least 48 hour notice for reschedules or cancellations.
      • If you cancel with less than 48 hours notice you will be charged 50% of the anticipated cost of your scheduled cleaning, without exceptions. Timely notice enables us to schedule another home in your place and ensure our employee’s full work schedules.
      • Exceptions may be made for emergencies and/or illnesses. Frequent cancellations, even for emergency or illness, may still be charged the cancellation fee. Clean Wave Cleaners reserves the right to make these determinations on a case by case basis.
  • If, for any circumstance, our staff is SENT AWAY or LOCKED OUT from your home during the arrival window, there will be a cancellation fee of 100% of your typical cleaning rate. We will make every effort to work within the time frame you requested, but ask not to be sent away during our working hours.
  • For all company-initiated schedule changes due to holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible. 

 

BREAKAGE AND DAMAGE POLICY

If asked  to dust/clean inside of china cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques or collections, or to use your equipment (e.g. vacuum), you agree to hold harmless and/or release from liability Clean Wave Cleaners and/or any of its employees responsible for any damage or breakage to any article or component.

  • We will make every effort not to break items, but accidents do happen. We have Limited Liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason that we avoid cleaning requests for irreplaceable or sentimental valuable items.
  • Damage must be reported to our office staff by phone or email within 2 business days of service or Clean Wave Cleaners may not be held liable.
  • Clean Wave Cleaners, LLC cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.

 

Other Information from Clean Wave Cleaners

  • To meet your needs and to ensure your satisfaction, Clean Wave Cleaners reserves the option to reevaluate rates at any time.
  • If you request changes to your service after receiving your original estimate, additional charges may be billed or a new estimate may be required.
  • Due to exposed liability, we cannot care for pets, plants, or children.

 

PAYMENT OPTIONS AND POLICIES

  • Clean Wave Cleaners allows payments via card or Paypal. Cash/check/Venmo are not accepted forms of payment.
      • All initial and one-time cleanings require pre-authorization based on the estimated time and currently hourly rates. The average hold on a card is $300-$750.  Some cleanings will have larger holds based on time booked.

    

PICTURES OF BEFORE AND AFTER WORK

We take before and after photos of our work. These pictures are used for training, proof of performance as well as promotion. See our website before and after for examples. If you do not want pictures taken of work areas in your home please notify us when you schedule your cleaning.

 

NON-SOLICITATION OF CLEAN AND SIMPLE EMPLOYEES

When entering into an agreement for services with Clean Wave Cleaners you agree not to solicit for hire any staff member introduced to you by Clean Wave Cleaners for any home‐related services.  We spend a lot of time, money and resources finding, interviewing, checking references and backgrounds, and training our cleaners. When hired, each cleaning technician signs an agreement barring them from performing any home‐related service for any of our past or present customers. However, if you do wish to employ a staff member directly please discuss this matter with the owner. If you are found to have solicited one of our staff please be advised that our referral/training fee is $3,500 per hired employee.  We consider our employees our most valuable asset and charge accordingly.