POLICY, TERMS AND CONDITONS

All of our services are guaranteed to be carried out with the maximum amount of professionalism and quality. Our flat rate pricing is designed to make your life easier but is unfortunately unable to take every factor into consideration. We must however note that the numbers quoted are all based on the information provided and that if there is a deviation from those numbers, we must inform you and charge accordingly. All prices produced by this system are subject to change; although, we will do our best to stick to our flat pricing. Factors such as heavy soiling, mineral deposits, previously damaged surfaces, or anything else that we are unable to factor in will have to be taken into account, if need be, prior to starting any work. Our mission is NOT to bait and switch.

We recommend all customers start with a Deep Clean. Deep Cleans will be followed by Basic Cleans - weekly, bi-weekly, monthly, etc. cleans. Our professional staff can discuss what maintenance is right for your property based upon your needs.

Some properties may require organizational services before an initial clean can take place. If this is the case, we will work out a plan together that works best for you and your family.

First-time cleans can take much longer depending on the size, number of bathrooms and how much work is involved to bring the property to our standards.

Due to insurance purposes, we are unable to move furniture, or climb anything higher than a 2-step ladder, we apologize for the inconvenience.

Although we are professionals, there are instances we are called in too late to correct damages that are already done to surfaces that were not taken care of in the past. Other items may take a couple of cleans to look their very best (even after a deep clean). We strive in making everything look as new as possible. In cases of extremely cluttered areas or surfaces we reserve the right to use our discretion to skip those areas to avoid damaging items or workplace injuries.

We need to be able to work freely and without distractions. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others while cleaning your property. This includes children and pets. Be advised that if we are subject to distractions that affect our ability to work in our normal fashion or speed, we reserve the right to charge for our extra time spent in the property.

We also ask that our staff not be exposed to uncomfortable working conditions and that proper heat and/or A/C is provided. Cleaners have the right to turn on heat or AC to and/or adjust to comfortable working conditions. We will adjust it back to your settings before we leave.

If ,for any reason, an employee of Blue Lake House Cleaning feels that their personal safety is in danger enough to leave the job site, due to actions by the client, guests of the customers or others at the job site, the client will remain liable for the full cost of the job.

PLEASE BE ADVISED THAT WE LIMIT OUR LIABILITY FOR DAMAGE TO THE COST OF YOUR CLEAN AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY OR THAT WERE DAMAGED PRIOR TO OUR CLEAN. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.). Collectibles or items of high value, (monetary or sentimental) should be stored in a case behind glass or dusted & cleaned by the owner. All surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be properly sealed and ready to clean without causing harm when common cleaning supplies are used. Blinds must be wide, wood, or faux wood for hand clean. Excessive buildup may require a professional blind cleaning service. Cleaning of aluminum and/or plastic blinds requires a professional blind cleaning service. We are not responsible for any broken blinds as a result of our clean. We will dust your blinds for free as part of our clean.

SPECIAL REQUESTS- We love them; however, we do ask that you call the office in advance to assure that your clean team, who is responsible for cleaning several properties each working day, will be able to accommodate your special requests without impacting our other clients’ needs and/or arrival times, etc.

COMMUNICATION- We love notes! Please let us know how we are doing by leaving a text or email. Notes are also great to give specific clean instructions, and to let us know an area that may have been overlooked. Do not hesitate to let us know of any concerns, we want you to be satisfied. We appreciate all comments regarding our service and will use them to improve all aspects of our cleans.

CANCELLATION POLICY-

If you have any additional requests or would like to change the type of service, please call/text us as soon as possible (775-447-7899). This allows us to plan and make any adjustments needed.

With respect to our time and other clients’ schedules and requests, we have a 48-hour cancellation policy. Last minute cancellations can cause havoc on our scheduling. You may reschedule, skip, add, or cancel any of your cleans; however we do ask for a 48-hour notice for these actions.
If a cancellation occurs whilst we are on-site or 15 minutes away from the property, you will be charged the entire service fee.
Lock outs are also considered cancellations, if we cannot gain access to your property, we will make every attempt to contact you, and wait no more than 15 minutes. Payment will have to be made in full prior to scheduling any further work.

Vacations and Holidays – Blue Lake Housecleaning is closed on most major holidays, but we adjust our schedule and availability every year based on the availability of our staff. If your regular clean lands on one of these holidays, we will reschedule you to another day. Weekly clients will have first choice of rescheduled dates, then bi-weekly, then monthly. If you will be out of town or on vacation during a holiday week, please let our office know as soon as possible to avoid a last-minute cancellation fee or lock out fee.

Please understand that unlike other industries such as retail service providers, we do not have the luxury of walk-in customers to supplement our schedule when a client cancels without notice. When we schedule your clean, we reserve that space and time for you and you alone. Cancellations cost us dearly and it is why we need policies in place. We thank you in advance for your understanding.

We strive to deliver your service in a timely manner. We service properties between the hours of 8:00 am and 4:30 pm. Scheduling can change at any given time, we will never bump you off the schedule for a day, but we reserve the right to change the appointment time depending on factors such as traffic and your geographical location.

FAILURE TO COMPLY WITH PART (A) OF OUR CANCELLATION POLICY, FOR ANY REASON HAPPENING WITH LESS THAN A 24-HOUR NOTICE, YOU WILL BE CHARGED A $100 CANCELLATION FEE. NO EXCEPTIONS.

PAYMENT-

A valid credit card must be provided; to be be put on file for the following purposes:
(I) Recurring Payments
(II) Cancellation Fees
(III) Declined Payment
Payment is due within 7 business days of issue date, if incomplete we will proceed to charge an extra $50 late fee every 21 days. This includes any kind of service we provide; be it a one time clean or a same day service or routine cleans.
Non-payment will result in invoices being sent to a collections agency. We reserve the right to assess any late payment or collections fees, which will also be sent to collections in the event of non-payment.
If we stop providing the service for more than 4 weeks, an additional fee of $75 will be added to the invoice. Thank you very much for your understanding

SAFETY- We ask that you notify us, ideally by 7:00 am, via call or text if you or anyone in your family is sick or has a contagious illness. So, we can take precautions or choose to reschedule your service. We will never send one of our team members to your property if we know that they are ill. Please note that due to health reasons we do not clean up after pets.

We provide all the appropriate equipment and supplies necessary to do our jobs. Any jobs requiring extra or unusual supplies and/ or equipment will be billed additionally.

Any additional service requests not included in the initial booking that you ask for on-site will also be billed for (Refrigerator, windows, etc.)

REFUND POLICY-

Your Satisfaction is guaranteed. While we do not offer refunds on services that have been provided, we will return & re-clean any areas of concern that are reported to us within 48 hours of your clean. When reported, we will schedule to return to the property within 7 days and fix any issues. If you do not accept the suggested solution, as a means to remediate the issue, you give up the right to challenge the policy.

When entering into an agreement for services with Blue Lake House Cleaning. you agree not to solicit for hire any staff member introduced to you by Housecleaning for any property-related services. If you are found to have solicited one of our staff, please be advised that our referral/training fee is $2,500 payable to Blue Lake Housecleaning immediately upon employing our staff for any services to your property/ business. The employee will be terminated immediately from our employment as they will also be in breach of their own non-solicitation agreement.

SOLICITATION-

No representation or warranty made by any other person working for Blue Lake House Cleaning, expressed or implied, shall be binding upon Blue Lake House Cleaning. Blue Lake House Cleaning reserves the right to reevaluate rates and/or change the Service Agreement and/or policies at any time.