Metla House Company Policies:
By booking cleaning services with Metla House Cleaning, you agree to the following policies:
Flat-Rate Fee Policy:
We offer a simple flat rate pricing structure, based on the size and condition of the home described by you. The price is the price regardless of the amount of time it takes to clean or how many cleaning technician attend to the job.
Add-on Service Policy:
We charge a fee for specific add-on items such as interior fridge cleaning, interior oven clean, and interior window cleaning.
If you have pets in your home, we charge an additional $40 to factor in time and energy to clean the pet fur. This fee does not include the cleanup of the pet’s bodily fluids (urine, vomit, blood or feces).
Bio-Hazardous Clean Fee:
If there are animal or human bodily fluids to be cleaned, we will add an additional fee based on the amount needed to be cleaned. We may request pictures of the mess to determine.
Changes from Original Quote:
We offer an upfront price estimate before we even enter your home, based on what you tell us about the size of your home and the cleaning service selected. We reserve the right to change the quoted pricing, including any applicable discounts, if the actual size or circumstances of your home are not as described, or if the booking options selected are inappropriate.
24-48 hour Reschedule and Cancellation Policy:
All of our cleaning technician are scheduled for their jobs in advance, so if the job is canceled with short notice, we may not be able to fill that spot with a new clean, and the cleaner loses income. By booking with us, you acknowledge:
If the service is rescheduled or canceled less than 48 hours before the scheduled clean, you will owe a fee of $50.
If the service is rescheduled or canceled less than 24 hours before the scheduled clean, you will owe a fee of 50% of the quoted amount of your clean.
“No Show” Policy:
If our cleaning technician show up for the clean and are unable to get into your home because no one is there to let them in, or you forgot to leave the door unlocked or provide a code, you will owe 100% of the estimated cost of your clean to compensate for the cleaner’s lost time.
If our cleaning technician show up for the clean and there is no power for adequate lighting or our cleaning tools, or there is not hot water available in the house, the cleaning job will be terminated and you will owe 100% of the estimated cost of your clean to compensate for the cleaner’s lost time.
If we need to get a hold of you for any reason during the span of your cleaning job and are unable to reach you, we are not responsible for any missed items or discrepancies that we may have questions about.
We offer discounts of 10-30% off for clients who book recurring cleanings on a regular schedule. The more frequent your service is, the bigger the discount we will give!
If you change your service schedule or reschedule a cleaning so that it falls outside of your previously selected frequency, we reserve the right to change or eliminate the discount that we would have applied to that cleaning or future cleanings.
We reserve the right to raise our rates as needed to adjust for costs, however we will always give our clients advance notice of any price increase.
When you schedule our cleaning services, we will take a credit card number to be filed securely for payments. We must have a credit card on file 72 hours prior to your scheduled clean, so that we may schedule our cleaning technician for work. If we do not have your credit card number, your clean will be canceled 72 hours prior to the scheduled clean.
Payments are due the day of your clean, and your card will be charged shortly after your cleaning job is finished.
24 Hour Satisfaction Guarantee:
We want you to be completely satisfied with our services. That’s why we offer a satisfaction guarantee. If for any reason you’re not happy with the cleaning, please contact us within 24 hours and we’ll send someone to fix the missed areas for free. We do not offer discounts or refunds for any discrepancies.
While our cleaning technicians will do a wonderful job getting your home to tip top shape, we cannot guarantee our work if you are not present to do a walkthrough at the conclusion of the cleaning. Failure to do a walkthrough while the cleaning technician is onsite voids our 24-hour guarantee.
If you are not able to be onsite at the conclusion of your clean, please let us know before the cleaning technician begins, and we will kindly make an exception for the timing of the walkthrough, within 24 hours of the clean.
If you choose to leave your home during the clean, if requested, we can call you to give 20-minutes notice to return to do a walk-through. The cleaning technician(s) will wait a maximum of five minutes once the clean after the conclusion of the clean, and if you do not return you will forfeit the walkthrough guarantee.
Before and After Pictures
Our Cleaning Technicians will take pictures of areas in your home before they start their cleaning job, and they will take pictures once their clean is complete. These pictures help protect our cleaners and the integrity of the cleaning job, and will not be shared with anyone outside of our company.
Our team of professional cleaning technician is very important to us. If they feel unsafe for any reason, before or during your cleaning job, we have the right to terminate the job and charge a fee for time worked.
If, during the booking process, we feel that your cleaning job is not a good fit for us, we maintain the right to refuse any bookings.
For the safety of our team, we do not provide pictures or any personal information, other than their name, to our clients.
The security of your personal information is important to us. We will respect your privacy regarding any information we collect while booking your cleaning job, and while our team is in your home/on your property.
We understand that many clients have a preferred cleaning technician, and we strive to make sure the preferred cleaner is there for the job. However, due to scheduling changes and other unforeseen circumstances, we reserve the right to send another cleaning technician in their place to avoid disrupting services.
Accident Damage/Breakage Policy
Our team of Cleaning Technicians will strive to protect your home and possessions, but we know that sometimes things get broken despite precautions. Therefore, we have a clear and fair policy to cover accidental breakage.
Immediately after noticing any damage, please call us at (707) 414-8930 to make a report. Breakage must be reported within 3 (three) days of the incident. Please take pictures immediately, and save the broken item for us to inspect if needed. We will review every incident of breakage on a case-by-case basis.
Once we verify the value of the item, and agree that breakage is clearly due to negligence on the part of one of our Cleaning Technicians, we will reimburse the cost of any broken item up to $100.00 per item. Item values must be verified before replacement or reimbursement will be authorized.
We reserve the right to review 3 estimates before agreeing to any reimbursement amount.
We cannot accept responsibility for breakage due to objects that are unstable, delicate, or inappropriately placed, such as top-heavy items with inadequate bases, improperly hung pictures, or wobbly objects. Any of these situations is deemed an accident waiting to happen, and may occur no matter how carefully our cleaning technicians are working.
Please move fragile, unstable, or expensive items to a location we do not clean, or ask us to skip that area completely if you do not wish to accept the risk of accidental damage.