cleaning terms

ARRIVAL TIME

Please note that we arrive during an approximate window of time. This is due to variability with previous jobs and travel times during the day. By default, your team lead will text you when your team is 10 min - 1 hour away. Our first appointments of the day are the most predictable.  

WALK THROUGH

If you would like to do a walk through, we provide a free 15 minute consultation (only for initial cleanings), to go over the details of your job with your team leader while the rest of the team gets started on your job.

KEYS / HOME ENTRY

For your safety, we do not keep clients keys on hand. For entry, we find it the most convenient for both our cleaners and clients if you leave a hide a key in a discreet location. For a minimal cost, you can purchase a key lock box and attach this to the side of your home. Should you choose to keep a lock box around your home, there is an added benefit! You will never be locked out of your own home.

Entry Options

• Provide a key with a fixed, on-site discreet location
• Provide access to a coded / app based lock
• Provide access to a garage code (door to house leading into garage must be unlocked)
• Be home to let your team in
• Concierge in a secured entry building will provide key / entry access

For those clients that live in a secured access entry building with no concierge, we can store an entry key fob and key for a yearly storage charge.

PETS

We love animals! All animals are created differently, just as humans are. Please provide us with information on your pets, such as names, preferences and any medical conditions we need to be aware of.


Payment

HOURLY RATE

For all cleanings, we charge $50/hour per person. Any quote(s) that you receive will be based off of an average time that it takes us to clean any rooms / tasks that you’ve requested. Your final bill will be based off of the visit time. The actual price for a full cleaning may be above or below the price of your quote.


CANCELLATION POLICY

If you need to cancel for any reason, we ask that you provide a minimum of 2 business days / 48 hours before your scheduled appointment, to avoid a $100 cancellation fee.

In cases of lock outs preventing home entry, sending a team away upon arrival, building / home maintenance issues (water shut offs, electricity outages, etc.), this fee still applies. The fee may be waived if it’s a one-off occurrence that’s a last minute emergency.

In the rare event that The Tidy People cancels your cleaning less than 48 hours before service, we will provide you with a credit of $100 towards your next cleaning. This excludes inclement weather events.


DEPOSIT

For all new clients, a deposit is due at time of booking. Appointment will be cancelled if deposit remains unpaid 2 business days after booking.

If your estimate or budget is 12 or more person hours, we will collect a 50% deposit. For any appointment less than 12 person hours, we will collect a deposit of $100. In the event of a same day cancellation, this deposit will not be refunded. If cancellation occurs 1-2 business days prior, our cancellation policy will apply. Cancellation more than 2 business days prior, the deposit will be fully refunded. If service is cancelled due to inclement weather or other disaster, deposit will either be refunded or credited to a new appointment. Deposit amount will be deducted from your final bill.

TYPES OF PAYMENT

We accept Visa, Mastercard, American Express or check by mail. We require that we have a credit card on file to reserve your cleaning slot. Please call our office at 503-360-6432 to provide this information. Checks can be mailed to our PO Box. Upon fulfillment of your job, you will be sent an invoice within 1 business day..

LATE PAYMENTS

Invoices will be sent within one business day following each appointment. Full payment is due upon receipt of invoice. After 7 days the invoice will be considered past due. A late fee will apply to unpaid invoices after 30 days. The late fee will be 10% of the total each month that the invoice remains unpaid. If an invoice remains unpaid for 45 days, The Tidy People reserves the right to pursue other methods of collection. Customers shall also be responsible for all costs of collection (including reasonable attorneys’ fees) to collect overdue amounts.

If a recurring client has an unpaid balance for more than 14 days, their next scheduled appointment will be cancelled. If two subsequent appointments are cancelled due to non-payment, recurring service will be cancelled. The client may reschedule recurring service following payment of past due balance, but specific days/times may not be available. 

PARKING

If you live in an area with paid parking and we need to use meters, we will pay for parking up front and bill you. Our charges begin and end upon arrival and departure of your driveway and / or the time it takes to find parking.


TIPPING YOUR TEAM

Tipping is encouraged, but not required. Your team can accept a tip in cash or added to a credit card charge. Our team has accepted tips in various shapes and sizes! Over the years we’ve had clients give us tomatoes from the garden, coffee beans, chocolate, clothing donations, or simply a handwritten thank you note. We appreciate our clients and we love making lives beautiful. We graciously accept appreciation in return, in all forms.


Service Limitations

TEXTING AND CALLING STAFF

Our staff use their personal smartphones to contact you when in transit to your job or with any questions and concerns during your job. Please contact our office at 503-360-6432 or talk@thetidypeople.com with any communications beyond the the hours of when work is being done for you. Staff phones are their personal property and we respect their time off.

Please communicate any updates about your job, entry, customer profile specs, etc. with our office to ensure your details are properly communicated to the right staff and are added to your customer profile for future communications.

BIOHAZARD WASTE

Any bodily fluids, such as urine, blood, vomit, feces, etc. fall under the category of biohazard waste cleanup. Biohazard cleaning is not a service that we provide, beyond a toilet or litter box. We can refer you to a number of local services for this.

ENVIRONMENT & SAFETY CONDITIONS

For our safety and yours, we reserve the right to remove ourselves from any unsafe situation. We reserve the right to refuse or modify service.

There are also conditions that may compromise our ability to deliver the best service to you. In this case, we recommend your job be rescheduled for a later date until safe environmental conditions have been met. This includes, but is not limited to:

• Exposure to an aggressive animal, uncaged reptiles or rat / spider infestations
• Mold infestations
• Broken glass
• Unfinished surfaces that have exposed nails, fiberglass / insulation
• Sexual harassment
• Lack of running water or electricity
• Extreme temperatures

We give our staff full authority to advocate for their safety and use their best judgement.

DAMAGED OR BROKEN ITEMS

The Tidy People will replace or repair any damaged or broken items that we are responsible for breaking. Depending on cost of repair or replacement, there will be correspondence with our insurance company. The Tidy People must be notified within one week of occurrence.

INCLEMENT WEATHER

The safety of our team is of the utmost importance. In the rare event that Portland experiences inclement weather, we may have to modify, cancel or reschedule your job at a moments notice. In cases of ice / snow, we may require you to shovel, de-ice / salt all access points, driveways and walkways to and from your home so that our staff can safely walk and carry supplies without risk of injury. In this instance, the service credit for a last minute cancellation does not apply.

We ask that our clients maintain a temperature in their home between 60 degrees (approx.) - 80 degrees (max) during our cleaning visits, with the ideal temperature being 65 - 68 degrees. Cleaning work can vary between light, moderate, to even heavy exercise depending upon the task. The World Health Organization recommends a maximum temperature of 75 degrees for “comfortable” exercise. The average gym maintains a temperature between 65 - 68 degrees.

LIFTING LIMITS

For the safety of our staff, we will not lift over 50 lbs. We can move smaller and light items in order to clean under and around them. Our clients are welcome to move heavier furniture so that we can dust, wipe down, vacuum and mop an area. To prevent the risk of damage to your floors and furniture, we will not scoot furniture or appliances unless a client signs a waiver in which The Tidy People is released from responsibility of damage.

CLIENT CONFIDENTIALITY

Our staff abide to strict client non disclosure policies. Staff are prohibited from releasing any information or pictures of you or your property to third parties. We will ask your permission to allow photography of your home for social media and promotional purposes.