Our biggest goal at Shiny Happy Cleaners is to make you happy, care for your home, and put on a big smile on your face. To best reach those goals we have instituted the following policies and procedures to make expectations as clear as possible for you and for our employees.
When we schedule your appointment we designate a day and time for you and you alone. Our technicians depend on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:
Payment is due the day of service. All of our billing is done electronically, you can either arrange for us to process your payment the day of the appointment, set up autopay with your bank, or receive email invoices where you can pay manually on-line. Credit cards are accepted with an additional $4 fee. Checks mailed to the office from your bank’s autopay system must be scheduled to arrive on or before your day of service. Checks returned for NSF will be assessed $35. We have a 2 day grace period for all payments, after 2 days there will be a $10 late fee.
We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid charges. However, a week (or more!) of advanced notice for a planned skipped appointment is really appreciated so we can schedule other work for our employees. Cancellations communicated less than 48hrs (2 full working days) prior to appointment but more than 24 hours (1 full working day) will be charged $35 per scheduled cleaner. Cancellations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning. We have held your spot and turned down business so as not to interrupt your service. Additionally, if an appointment is skipped with no attempt to reschedule, and it results in 1 to 2 months in between appointments, $25 will be added to the bill for the next appointment since we’ll be spending longer to clean and following deep cleaning protocols.
The only exception to our short-notice cancellation policy is if someone is at home sick with a bad cold or flu, in that case we ask that you contact us ASAP and we will attempt to reschedule your appointment. We respectfully request that if someone is home with a bad cold or flu that we reschedule the appointment– we want to protect the health of our employees and try and limit exposing our clients to cold and flu bugs from other houses. If you or someone in your family is recovering from a cold or flu but are no longer contagious we can still come to your home, we just ask that you stay in a bedroom while we are there cleaning. Also since we offer paid sick time to our employees we do not send sick employees to your home to clean.
Arrival Time and Working Hours
Our hours of operation are from 9 a.m. to 5:00 p.m, Monday-Friday. Our technicians arrive at our first house between 9:00 and 9:45, and the last house by 2:00 p.m. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time due the variability of our workday, traffic, etc. However, we can provide you with a 30mins to 1 hour window of our estimated arrival time if you contact the office prior your cleaning. Please allow us the flexibility of scheduling our arrival between 9:15 a.m. and 2:00 p.m and we will strive to meet your requested arrival time but we cannot guarantee it.
If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged.
Lock Out/Turned Away Fee
If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.
Skipped or Missed Cleaning Visits
Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings, and monthly rates are for monthly appointments. If you skip a cleaning without attempting to reschedule, and it results in 1 to 2 months in between appointments, you’ll have $25 added to your next appointment since the cleaner will be spending longer to catch up and following our deep cleaning protocols.
All schedule request changes and cancellations must be made by emailing, texting, or calling Renee Hagens.
Our Shiny Happy Guarantee
We strive to do all that we can to make you really happy. However, in the event that you are not fully satisfied with a cleaning we really want to know what is bugging you. We strive for open communication with clients. We rely on your feedback if things aren’t up to our usual standards. However, we can’t fix issues we aren’t aware of– so please don’t be shy and let us know!
We are a green non-toxic company and use plant-based solvent cleaners, natural recipes with things like vinegar, rubbing alcohol, baking soda, disinfectant essential oils, and old fashioned elbow grease. We bring our own Shiny Happy supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. **Clients must have their own toilet bowl brush**
Our Cleaning Technicians are able to come with a 2-step ladder. We are unable to use client ladders or climb higher than two steps in to be in compliance with our insurance. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.
We will move “light” furniture (dining chairs, small ottomans, etc.) but as per our insurance policy and for the safety of our employees and to avoid doing damage to floors we do not move sofas, night stands, tables, beds, refrigerators, stoves, washers, dryers, etc. You may move furniture ahead of our arrival, otherwise, we will try to reach all places behind and underneath furniture either by hand or with an extension duster.
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our technicians are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels.
For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present.
If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at Shiny Happy Cleaners, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by the office.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our technicians are trained on how to disarm and re-arm alarms.
The safety of you and our employees is extremely important. Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (tripping over cleaning supplies, caddies, vacuum cords, etc.).
To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up hazardous materials or bodily fluids. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.
Key Control Policy
Most of our clients provide us with keys to their home. Rest assured we take the utmost care in protecting both your key and your home. Keys are coded and have no names or street addresses attached to them. All keys are immediately returned upon cessation of service.
If you decide not to issue a key to Shiny Happy Cleaners, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the technicians to gain access to your home. In this case, you release Shiny Happy Cleaners of any liability that may arise from damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.
Injuries in Your Home
Our staff members are employees and not “independent contractors.” All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you.
We do not charge by the hour but by the job as clearly stated in your estimate.
We reserve the right to adjust our rates and policies at any time.
Tips are always appreciated but not required. Feel free to add your tip to your payment or leave cash in marked envelope on your kitchen counter.
Solicitation of Staff
By using our services, you agree not to solicit for hire any staff member introduced to you by Shiny Happy Cleaners for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $1000.
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Wear and Tear
The longer we live in our homes, the more wear and tear builds up in it and often times things need repainted, refinished or replaced over time. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, stoves/ovens and any surface that has months or years of neglect are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all. We will do the best we can given the condition we received things in and communicate when necessary about issues that come up that are beyond our capacity.
Holidays and Closings
Our office is closed and there will be no cleanings scheduled on the following holidays:
New Year’s Day
Thanksgiving Day and the day after