Service Terms & Agreement

COMMUNICATION

It is extremely important and something we pride ourselves on. Please, if you have any questions or concerns, call our office. We take immense pride in our high standards of customer service. 

​​​

CLEANERS/TEAM MEMBERS

We will do our absolute best to have the same cleaner take care of your home at every visit. There are however times that due to illness, vacations, and other unknown circumstances, we may have to have another team member take care of your home at that time. We will always communicate this with you immediately.  

​​​

​OFFICE HOURS

We are open Monday-Friday, 8 am- 5 pm, and Saturdays by appointment only. We do check our messages in the evenings and weekends as well, so feel free to send a message. We’ll get back to you as soon as possible.

​​​

CLEANING SUPPLIES & PRODUCTS

All cleaning supplies are provided for your convenience. The expense of maintaining our cleaners, clean supplies,

mops, buckets, brooms, and vacuums is included in your cleaning price. Please let us know if you prefer a certain product for certain things, such as the shower, etc. If there are any products you do not want us to use, please let us know as we have had these requests before.​

​​​

TIME OF ARRIVAL​​

We travel from many different areas. We cannot always guarantee an exact arrival time, we do try to give an estimated arrival time within a 2-hour window. Sometimes we do have more than one house booked for the day. Appointments are scheduled between 8 am-4 pm for our residential clients. If you are uncomfortable giving us a key, you have the option of using a hide-a-key, door code, garage code, or loaner key. Please make sure your cleaner can get in. If your cleaner is locked out, we will allow 30 minutes to grant access or 50% of the service cost will be the lockout fee will be applied unless services are rescheduled within 7 days.​​​

​

LAUNDRY & LINEN SERVICES​​

You must separate your belongings and arrange them into different groups if your cleaning services include washing and drying clothes. Your cleaner won’t sort your clothing or choose which ones can be washed, dried, rinsed, or mixed. Laundry detergent, fabric softener, and dryer sheets must be provided. You must make sure that each bed has fresh linens on each bed if your cleaning services include linen service but not laundry service. It’s suggested to lay them out where your cleaner can see them.

 

SAFETY​​

For safety and insurance reasons, our team members are not allowed to lift heavy objects, move heavy objects, or stand on anything besides the step stool that they will have with them. 

​​

PREPARING FOR YOUR CLEANING​​

Please remove any clutter so that we can effectively clean all surfaces and floors. this includes- dishes in the

sink/counter, clothing, toys, and other miscellaneous clutter. Removing clutter can also protect your cleaner from

having an incident. Cluttered areas will be skipped or cleaned around if this is encountered. Please limit interruptions. When your cleaner is unable to focus on the job at hand and is unable to adhere to the specified time commitment, oversights are more likely to happen.​

​​

PETS​​

We love pets! However, you are in charge of ensuring that your pet(s) are secure throughout your visit. This is for the

protection of both your pet and the cleaner. Many animals find people or loud noises to be unsettling. If they are afraid of vacuums or territorial, we ask that you crate your pet(s). You are responsible for cleaning up all pet messes, including litter boxes, vomit, urine, and excrement.

​​

ADD-ON SERVICE/ROOM REMOVAL​​

We enjoy providing extra services to our clients. We can help you with anything- organizing, cleaning the oven, cleaning the interior windows, and doing the laundry. We have several add-on service options. One-time add-on services must be scheduled in advance via email, text, or phone call. We will be pleased to permanently include new services in your cleaning day sessions if you prefer. To start changing your service, get in touch with us anytime!

If you remove a room on your service day, due to personal reasons such as packing, room being occupied, etc. This does not change your pricing for your cleaning. You will be billed your original amount.​​

​

PAYMENT​​

Payments are due on the same day of service. Options for payment include Credit/Debit card, Venmo, Check or Cash. If paying with a Check or Cash, please try to inform us before your appointment, as team leads are only allowed to collect those payment types. Non-Sufficient Funds Charge: $40 per incident. This includes return check fees.

Tipping is never expected nor required for our services but encouraged! All tips provided are split between the cleaners who serviced your home on that visit.

​

CANCELLATION​

LESS THAN 48 HOURS

For cancellations less than 48 hours of service, a 50% service fee will be charged. This applies to business hours

including all major holidays.

​

CANCELING A SCHEDULED CLEANING

Late cancelations of appointments lead to inefficient scheduling and loss of hours for our crew. Our crew members

schedules are kept consistent by giving advance notice of cancelations, which helps us keep the best staff. The sooner we have a cancelation, we also have an opportunity to fill the open slot to avoid loss of income.

Please let us know in advance if you will be traveling, hosting visitors, having surgery, or having contract work

appointments on one of your cleaning days so that we can fill those appointment slots. The chosen rotating service plan determines your price. If a cleaning appointment is canceled, more time will be needed on the next visit. Depending on how long it has been since your last scheduled cleaning, will determine whether you are billed for your weekly, biweekly, or monthly rate. If it has been longer than 3 months since your last cleaning, a deep clean will be required again. We add the amount for your skipped cleaning visit. If you are sick we ask that you cancel your appointment. We do not want our team to get sick or pass it on to our clients. As long as there have not been excessive cancelations, you will not be billed a fee due to this instance. If we show up at your home and you are sick, we will cancel your cleaning for you, and you will be billed the cancelation fee. Your next service appointment will happen on your regular assigned day if you are scheduled for a different day due to your request, bad weather, or a holiday. Whether the change was made by you or our office, your cleaning day and week will remain the same as before.

​

CANCELATIONS DUE TO WEATHER/INOPERABLE CONDITIONS

If a power outage, a plumbing situation, or a natural disaster strikes while your cleaner is already on the job, we will not be held responsible for returning to finish the job or lowering our cleaning cost. If we feel that we are unable to service your home due to weather conditions we will cancel your appointment and try to get you in on our next availability. No additional charges will be charged on your behalf.

​

SERVICE CANCELATION/TERMINATING SERVICES

We require at least 48 hours' notice before your next scheduled visit if you will be canceling services. If we receive a

cancelation of services in less than 48 hours, you will be billed 50% of the service fee.

​

CLIENT PREFERENCES & DATABASE ​​

To provide our cleaners with clear instructions, we maintain a database of your preferences, special requests,

and special service locations. Pets, access, cleaning priorities, and things to avoid, are all mentioned in the notes.

The length of time it takes your cleaner to perform your cleaning services is directly impacted by both temporary and

long-term changes to your living environment. We hope you will inform us or let us know about any changes by email,

text, or phone call. Please refrain from speaking with your cleaner directly about adjustments or other issues, even though it would seem expedient to do so because your communication will be ineffective. Your cleaner does not have the power to accept cancelations, make changes, or assess time or fee adjustments. Please reach out to our office anytime for any issues, concerns, or needs via email, text, or phone call. We want to make sure we have no miscommunication to reflect the services we provide to you.

 

QUALITY SERVICE IS #1​

Our top priority is to satisfy our clients. If for any reason you are not satisfied, please inform management via email, text, or phone call within 24 hours. Include pictures and a description of the specific locations that require work. We will be glad to look into the reasons for your concerns. Contact us as soon as possible because after 24 hours it becomes

impossible to determine if the issue was caused by poor work or normal use. We are not responsible after 24 hours.

No discounts will be given without the change for correction. At our discretion, we might decide to send your cleaner

back to fix/correct any mistake-free of charge. Our cleaners must show that they comprehend how to completely meet client needs before being offered the chance to correct errors. This not only encourages accountability but also aids in streamlining subsequent cleanings to ensure satisfaction. A walkthrough will be offered if you are home, this allows us to make sure you are satisfied with services before we leave. If a walkthrough is declined, we are no longer responsible for any damages or missed work.

​

DISCLAIMER

You must let us know your preferences, special requests, and specific service location requirements. We will move light furniture. We do not move stoves, washers, dryers, refrigerators, etc. If it weighs more than 20 lbs we do not move it. Your Miracle Workers Cleaning Services will not be liable for damages caused by cleaning products/equipment the clients request us to use and provide for us to use.

 

EXCLUSIONS

We do not provide:

At heights requiring a ladder taller than our 2-step ladders.

In attics, or unfinished basements.

Inside fireplaces or wood-burning stoves.

In rooms under construction or remodel.

On permanent or stubborn stains (for example: those in wood, granite, red wine, blood, soot).

On uncommon spills (chemical cleaners, hazardous materials, wax, ashes, sawdust, glue, and glitter).

​

INFESTATIONS/RODENTS

Infestations can be a problem and may prevent us from cleaning your home. If you previously had an infestation, please let us know before scheduling services. If an infestation of termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. When we encounter an infestation we leave the clean and you are billed accordingly. Infestations can incur a hazard fee between $200-$1000+ to cover the loss of supplies/equipment, loss of income, time spent cleaning the remainder of supplies, and the risk of bringing it into our homes. Sometimes we do have to have our car detailed after these incidents. The fee amount will be based on the type of infestation, lost supplies/equipment, needed precautions, and the amount of time spent in your home. If an infestation occurs and you wish to continue services, we may request proof/documentation that the infestation has been taken care of before returning. If we clean after an infestation has occurred, and there are many dead bugs discovered during the clean, you may still be billed the Hazard Fee.

 

​DAMAGES

Your Miracle Workers Cleaning Services is insured with general liability insurance. If we notice that we have damaged

something we will report that to our client. Depending on the item it may be easy for us to replace on our own, if

requested when we offer. However, some items may require us to submit a claim through our insurance provider. Your

cooperation is appreciated throughout the process. If the walkthrough previously was declined, we are not liable for damages found. The client has 24 hours to report any damages to us after the time of service to try and resolve this issue. Investigations and pictures may be required.

​

​​PHOTOGRAPHY RELEASE

We often use client before and after photos for marketing and advertising purposes within social media platforms and our website. If you prefer photos from your home not to be posted, please inform us before starting services with us. We cannot be held fault if photos are used and we were not notified. You may always request a picture to be removed. When posting photos, we ensure that we block out family photos, names, or anything that can identify you as a client. Not all photos we take are posted to our page. We also take photos for other purposes such as liability purposes. If you do opt out of having photos posted, it does not mean we will not take pictures.

​

OUR TEAM

We are always growing! We make sure our crew is properly trained before going off to service homes on their own.

Each cleaner will eventually be introduced to your home and the needs of your home. We do this so that we always have a cleaner available to service your home when it’s on schedule. If there is a cleaner you prefer, you are welcome to request that cleaner, however, scheduling does vary on our bookings and what cleaner is available that says of your scheduled cleaning. We always love hearing feedback about our cleaners! We strive to provide top-quality services to all our clients!

​

CODE OF ETHICS, NON-SOLICITATION AGREEMENT

Employees of Miracle Workers are required to sign a non-solicitation agreement, which forbids them from contacting

current or past clients about business while they are employed at Miracle Workers Cleaning Services and for two years after they leave. The client is recommended to report such conduct right away if an employee approaches them intending to complete the same activities privately or through another business. Clients also agree not to solicit Miracle Workers employees to bypass the company.

​​

CONTACT INFORMATION/BUSINESS HOURS

Our business is open 8 am - 4 pm, Monday - Friday We are closed on Saturdays, Sundays, and all major holidays: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas Eve, Christmas Day, and New Year's Eve.

Regardless of the means of communication, if you contact us about service during business hours or on the weekend, we will respond to you the following business day. Contact us at ProfessionalMiracleWorkers@gmail.com to communicate any changes, or call/text our number at (253) 271-8513.