"Lewzander Cleaning Solutions"

LEWZANDER CLEANING SOLUTIONS COMPANY POLICY

Prepared by

[The Corporate Office]

CEO

Updated on

February 3, 2023,

Purpose

The purpose of this Cleaning Company Policy is to outline the terms and conditions of how the company will deliver its services to its clients. In addition to protecting the business from legal action, this policy serves to inform clients of any guidelines, limitations, and principles essential to how the company operates.

This policy applies to all existing and future clients of Lewzander Cleaning Solutions. It covers the rules that clients must know and comply with to ensure that the company can deliver its services effectively.

Policy Statement

Cancellation / Rescheduling 

• Lewzander Cleaning Solutions want to make sure that all client appointments are serviced efficiently and promptly by our best cleaning professionals. It takes us time to organize and fit all our clients into a functional schedule. If there is a need to reschedule or cancel, please perform this action through the booking portal at least, the day before you scheduled service between 8am and 12pm. Therefore, we ask for a 24-hour notice for all cancellations / rescheduling. Cancellations / Rescheduled appointments made the day of your appointment will incur a $75 charge. If the client cancels a one-time clean on the day of the appointment, the cancellation fee will be 50% of the scheduled clean. 

• The company reserves the right to cancel the appointment due to poor weather conditions in the area. The client may opt to reschedule the appointment without additional charge.

• The company encourages clients to leave special instructions whenever necessary if these requests cover the scope of the company's offered services.

Medical Appliances

• Any Medical Appliances or equipment that may pose any form of danger or health concerns to the company's cleaning crew must be disposed of securely or kept out of reach.

Monetary Settlement

• Any items deemed confidential, expensive, or sentimental in value must be secured before the cleaning crew arrives at the location. The company will not be responsible for any damages to improperly installed objects or items displayed in high-risk or fragile areas. If the client discovers any signs of breakage/damage or loss/theft of personal property upon inspection. In that case, the client must inform the company within 24 hours of the cleanup date for further investigation. The company reserves the option to repair or replace the item at current market value before a Monetary Settlement.

Reoccurring Services

• Reoccurring services are set up for clients who choose to have a service performed on a weekly, or bi-weekly service. If customers choose to schedule this service, it will include a 10% discount excluding the deluxe top- to- bottom cleaning service and premium services. The 10% discount does not apply for commercial or specialty premium services. The 10% discount will apply after the first clean.  The agreement will be in effect for 6 months minimum. If the agreement has not been cancelled after 6 months, the agreement will automatically renew for another 6 months.  If the agreement is cancelled before the 6 months term, there will be a cancellation fee applied.

Holding Funds

• Two (2) days before your service date, we will place a preauthorization hold on your method of payment to cover the services requested. 24 hours after the services has been rendered, we will process the payment. This is the same process that will transpire if you were to rent a car or book a hotel. 

Refunds

• Currently, we do not provide 100% refunds. However, our 100% Guarantee represents our commitment to our clients and our workmanship. Should you have a concern with the cleaning service you have received, we will work with you to make it right. Contact our customer service department within 24 hours of your service, and we will promptly rectify the issue. If in fact, the problem area is not rectified, there will be a fair partial refund. There will not be a full refund if services were rendered.

Insurance

• If you need proof of insurance, simply email us at Support@LewzanderCleaningSolutions.com, and we’ll gladly forward, all relevant documentation.

Drug & Background Test

• Before recruiting any technicians or sub-contracting providers, the company will conduct a drug and background test. Only employee’s and sub-contractor providers with a complete clearance are permitted to work in commercial and residential locations.

Task Not Performed & Items We Cannot Clean

• The types of tasks we will NOT perform are removal of animal, human waste, removal of blood or any other bodily fluids (Vomit, Urine...etc.), wet wiping of light bulbs, putting away dishes, large furniture moving, mold removal, ceiling cleaning and large-scale trash disposal (Hoarding) and ironing, or anything that will be considered a liability. Deceased animals of any kind.

• Mold removal is a specialty; we cannot be liable for any mold-related risks in clients’ homes or commercial facility.

• We cannot clean hoarding homes / commercial facilities, or areas containing any animals & humans' body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions. This requires a specialized hazmat team, which we do not provided at the moment.

Pets located at the service location.

• We’re a pet friendly cleaning company, and our technicians have training on how to treat dogs, cats, and other pets. However, we do ask if all pets are not in the areas that are to be serviced. At your request, and where possible, we will use ECO friendly (Green Products) as a source for an all-purpose cleaner. Pet animals that may be aggressive to strangers must be kept away or supervised for the duration of the cleaning time. The cleaning crew will not be responsible for cleaning up after the animal.

• We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Lewzander Cleaning Solutions reserves the right to remove its technicians from your home or facility, and you will be charged for 50% for services requested, or an inconvenience fee.

• Our technicians are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply. In addition, if pets are in the home, we will ask to use the clients vacuum due to other clients that may have allergies. This will prevent the spread of hair and dander to another client's residence.

Tipping

• Clients are allowed but not obliged to tip the cleaning crew.

Breaks

•  The company prohibits its technicians from smoking and eating on the job. However, the client must allocate break times for the cleaning crew when assigned to bigger projects with longer work hours.

Equipment and Supplies

• The company uses its own equipment and supplies to render the cleaning services but agrees to use specialty equipment and supplies as instructed and provided by the client. If the client prefers the company to use ECO (Green) cleaning products, this request will need to be made during scheduling of services. If you require to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made, we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.

Booking Confirmation

• When booking a service online this doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.

To reserve your cleaning date and time, the company will place a hold on your method of payment for the services requested. The hold will be released after the services have been rendered.

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Technicians

• Our technicians work independently or in a team of two, occasionally more cleaners may be needed due to the complexity of work or busy schedule At Lewzander Cleaning Solutions we do our best to limit the rotation of cleaners in your home or facility while still providing sufficient cross-training to our cleaning technicians. Please note, our technicians/ contractors have been rigorously background screened & drug tested prior to working with us, you can rest assured all our staff has integrity and is held accountable.

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Right to Refuse Service

• We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter& disconnected utilities. If we must terminate the service due to any of these concerns a convenience charge 50% of the scheduled services will be applied.

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• The technicians have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee. It is advisable for you to reach out to us before booking online or with a representative, and at that time, we will advise if were able to service your home or facility.

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Cleaning Day Preparation

• Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, countertops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.

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Specialty / Premium Services

These services are available for an additional fee. Some items are included in the packages we offer.

* Clean Interior Windows & Sills

*  Detail Blinds/Shutters

* Detail Baseboards

*  Detail Mouldings

* Lite Dishes

* Oven (inside)

* Refrigerator (Inside)

* Bed Turn Over

* Ceiling Fans / Vents

* Laundry Services

* Washer /Dryer (Wet Wipe)

 * Windows Inside

* Extra Office / Room

* Clean Inside Kitchen Cabinets

* Carpet Cleaning

*  Power Washing

* Electrostatic Disinfecting

* Pet Hair & Dander

Membership fees and usage

• The Perfect Solution Membership program is $39.99 a month and is designed for people that are on the go, busy moms, and dads, or you just simply need a break. The membership will allow you to schedule an initial cleaning at a valuable rate. By acquiring the membership, you will be able to book unlimited services up to 20% off the regular rate (depending on your services). For example: If you request a deep cleaning your services will be up to 20% off!! You can see the value, even if you were to book just one service a month. Members can add up to 5 guests (Friends and Family) to the membership, and they can receive the same discounted value. All terms and conditions, and policies will be applied to the guest as well. Please note premium services are not included in the membership. Friends and Family will not be able to utilize the coupons under the primary’s membership, only regular services at a discount.

Membership Cancellation 

• If you choose to cancel your membership this can be done on the booking page. Although, there is a minimum commitment term of six (6) months. If you choose to cancel prior to the paid six (6) months, your initial cleaning will be billed at full price of the services rendered; minus the initial payment that was processed.

Definition terms on Company Policy

1. Membership fees and Cancellation – This refers directly to the membership offered to customers for a discount for services. Please see the policy statement. 

More info on the company policy.

Coupon Usage and Process

• If you are a member of the "Perfect Solution Membership" you are eligible to purchase an initial discount coupon for your initial discount service. You can purchase a coupon for two (2) hours, three (3) hours, four (4) hours and six (6) hours. This coupon can be used towards your initial standards or deep cleaning service. Coupons cannot be utilized for the deluxe clean and move-in and move-out service. However, you are more than welcome to schedule a deluxe top-to-bottom cleaning for your next service. Unfortunately, the membership is exclusively for residential clients only.

Rate Increases

• Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc.
Customer rate shall be increased semiannual, by an amount not-to-exceed 10% of the client’s current rate.

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Lockouts

• The client shall make the service location accessible to Lewzander Cleaning Solutions technicians on the scheduled service day. If the team is locked out of the client’s home or clients facility, every effort will be made to establish contact with the client to arrange for entry into the home/facility; and if contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged $75 late cancellation fee, this fee is necessary to compensate the employees for unexpected loss of revenue & time travel. To avoid this fee, please provide us with a key by way of a lock box, safe location, or code to gain entry to your home, office, or facility. Upon request, we can provide lockboxes to our regular customers with a small fee charged that is fully refundable once our services are no longer required. Please advise in advance if this convenience is needed.

Alarm

• If your home, office, or facility is equipped with a security system, please ensure that it is in the off position or provide our office with the code (Assigned Specifically for Our Technicians) & proper directions for use. If the code should change, please let us know so you do not incur a lockout charge.

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Use of Homeowner’s Vacuum

• If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet.

Unreachable Areas & Heavy items

• For safety & liability reasons our technicians can’t climb higher than a step stool or work outside of your home for. Cleaners can’t move objects more than 20 pounds, if you would like cleaning behind heavy objects, please move prior to cleaning.

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Breakage/Damage & Loss Policy

• While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home, we carry insurance for damage or breakage caused by our cleaners.

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• We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following

• Artwork, Collectibles & Family Heirlooms: These items are expensive & impossible to replace, the client should point out such items to us before starting service, please advise us how you would like your fragile items handled & their care.

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**Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed. **

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Cleaners Arrival Window

• We schedule our cleanings in a two-hour window. This will cover the technician if there are any unexpected occurrences. If you require a specific time, we will make every effort to accommodate your request, however, no times are guaranteed. Due to the unpredictable nature of our business & unforeseen circumstances of traffic jams, weather, mechanical problems, allow us the flexibility of scheduling our cleaning between 8:00 am & 4:00 pm. (After closing hours is typical for our commercial clients) and being open to the window for our technicians to arrive.

We generally do not run more than 30 minutes earlier nor more than 45 minutes later than the scheduled appointment time, if we are running late, we will call you and/or text you. Lewzander Cleaning Solutions offers two-hour windows for arrival.

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Holidays

• Lewzander Cleaning Solutions Service will not perform any services that fall on a holiday. 

If your scheduled day falls on a holiday, we will contact you to reschedule, the following holidays will be observed:

· Independence Day

· Labor Day

· Memorial Day

· Thanksgiving

· Christmas Eve

· Christmas Day

· New Year Eve

· New Year

Inclement Weather

• We will be closed for business when inclement weather conditions prevent our technicians from reaching your facility or residence, (i.e., Flooding, Snow, etc.)

Key Release

• In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to enter the home or facility, Lewzander Cleaning Solutions will not be held liable for any damages or theft to the client home or commercial business. The use of a lock box is recommended, or a code to an alarm. We can supply a lockbox for a small fee. Upon termination/cancellation of services, Lewzander Cleaning Solutions shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.

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Non-Solicitation of Lewzander Cleaning Service Technicians or contracted Technicians 

• As our customer, we ask that you agree not to solicit for hire any of our cleaning employees to work directly for you. Our professional cleaners are background checked; their references verified & have completed comprehensive cleaning training. Significant time, resources & money are invested in each new employee before we allow them to enter our customer’s homes. Please see terms and conditions

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Governing Law

• Any claim relating to Lewzander Cleaning Solutions website shall be governed by the laws of the US without regard to its conflict of law provisions.

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• We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.

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Lewzander Cleaning Solutions reserves the right to change these terms & conditions at any time without prior notice to you.

© 2022 Lewzander Cleaning Solutions