TERMS &
CONDITIONS
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Payments/Billing:
A valid credit or debit card must be kept on file for all bookings. Full payment is due upon completion of service. An invoice will be sent to the email on file once the service is complete. Payment must be made by 7:00 PM on the day of service to avoid late charges.
If payment is not received by 7PM on the same day service is rendered, the card on file will be automatically charged for the full amount, along with a $75 convenience fee. In the event of a declined payment, the client must provide an alternative payment method immediately to avoid additional fees or service disruptions.
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Storing Card on File Policy:
To streamline the payment process, we require clients to store a valid credit or debit card on file. By providing this information, clients authorize us to charge the card for services rendered, including any applicable fees or late charges, as outlined in our policies. In case of a disputed charge, Kay's Solutions reserves the right to provide necessary documentation to your bank or credit card company.
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• Security: All payment information is stored securely in compliance with industry standards to ensure confidentiality and safety.
• Authorization: By booking a service, clients grant permission for their card on file to be charged for the total service amount, including any late payment fees, if applicable.
• Card Updates: Clients are responsible for keeping their payment information up to date. If the card on file is declined or expired, the client must provide updated payment details immediately to avoid service disruptions.
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Late Payments:
Some jobs require additional charges. If the card is declined on file or payment is not received, we reserve the right to charge a $75 convenience fee. Additionally, we will charge 13% interest per 30 days on any unpaid balance, as permitted by Connecticut law. This means that every 30 days, 13% of the outstanding balance will be added to the amount owed. All late fees will be prorated based on the number of days the payment is overdue.
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Deposit Requirement:
For large or first-time booking, (a percentage or flat fee) deposit may be required to secure your appointment. All deposits are non-refundable. However, deposits may be applied to a rescheduled appointment if notice is given at least 7 days prior to originally scheduled service. Rescheduled appointments must be booked within 7 days of the original date to retain credit, unless otherwise discussed and agreed upon.
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​​Scheduling:
We strive to provide a predictable recurring schedule, but adjustments may be necessary to accommodate our growing clientele and efficient routing. Please keep us updated on your full availability to help us manage our schedule effectively.
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Cancellation/ No-Show Policy:
If you cancel a service with less than 48 hours notice, if we are unable to access your home/establishment, or if we are turned away at the door for any reason, a cancellation fee of 50% of the scheduled fee will be charged to the card on file.​
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Service Conditions:
If our team arrives at the cleaning site and the necessary conditions to perform our services are not met—such as adequate heating in the winter, cooling in the summer, or proper lighting—we reserve the right to leave the premises. In such cases, the client will be charged 50% of the total service fee to compensate for time and resources allocated to the appointment.​​
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​​Deep cleaning requirement for recurring clients:
Recurring clients who do not schedule services within a 30-day period will require a full deep clean before resuming regular services. The cost and scope will be determined based on the property's condition.
Supplies/Equipment:
Cleaning materials and equipment are provided by us. If a client or establishment requires the cleaner to use their own materials and equipment including vacuum cleaner they must be safe to use. Kay’s Solutions is not responsible for any liability should anything go wrong with either the equipment or outcome of using.
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​Furniture Movement Policy:
​For liability reasons, our team will not be moving furniture during cleaning services. We kindly ask that all necessary furniture be moved prior to our arrival to ensure access to areas that require cleaning. We appreciate your understanding and cooperation in maintaining a safe and efficient cleaning process.
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Chemical Allergies/Sensitivities:
Please inform us prior to your scheduled cleaning if you or anyone in your household has any chemical allergies or sensitivities.
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Breakage/Damage:
Our team takes great care when cleaning your home or establishment; however, accidents can happen. We are not responsible for pre-existing damage, normal wear and tear, or the fragility of items. If an item is damaged during the cleaning process, we will notify the client immediately.
• High-Value & Fragile Items: Clients are responsible for securing or removing delicate, valuable, or sentimental items before the cleaning appointment.
• Pre-Existing Damage: We are not liable for damage resulting from previous wear, improper installation, or aging of items (e.g., loose fixtures, weakened furniture, or unstable decor).
• Limited Liability: While we strive to handle everything with care, by booking a cleaning service, the client acknowledges that we cannot be held responsible for accidental breakage or damage.
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Refunds/ 24 hour Guarantee:
There will be no refunds. Please let us know if you’re dissatisfied with any areas in your home within 24 hours of your scheduled service and we will come back to ensure your satisfaction. There will be no recovery cleanings after 24 hours.
Pets:
Pets should be put away prior to our arrival to avoid liability issues. If no prior arrangements are made, our cleaners may not enter the home, and a service fee may apply.
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Add-ons/Extra work:
Additional services outside the agreed scope must be approved. Technicians are not authorized to deviate from the work order without management approval.
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Service Limitations:
We do not clean TVs, inside curio or china cabinets, or provide pet/children-related services. We do not maintain or water plants and are not an extermination or biohazard company.
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Floor Cleaning Limitations:
Please understand that it is impossible to achieve a 100% clean floor with any mop system. High traffic areas, cracks between flooring, unsealed grout, and threshold/transitions can trap dirt. Consequently, dirt may be moved around and settle in these areas, preventing the floor from being completely "white glove" clean.
If you prefer, we can clean the floors by hand or use a steam cleaner for an additional hourly charge. Please indicate if you would like this service, and we will be happy to accommodate your request.
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Handling of Bodily and Pet Fluids:
Please be advised we do not clean animal cages, litter boxes, animal droppings, human or pet feces, urine, vomit, soiled clothing or similar biohazards. Our services do not include biohazard cleanup and are not in compliance with OSHA standards.
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Effectiveness:
We are here to provide a service for you that fits your specific needs. Please be prepared for us before we arrive, we can do a more thorough job if the house is prepared before we get there. Have personal items such as toys, shoes, and clutter, cleared away and rooms ready to be cleaned. If personal items are in the way of our cleaning, we will use our best judgment when cleaning around or moving said items. Be aware, some times items will be moved to a centralized location in the area by our technicians to facilitate cleaning (i.e... Dirty cloths placed in hampers or in piles in the room if no hamper is available.)
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Priority List Cleaning:
For priority list custom cleans the client will set priorities for the technicians and your tech will work until job completion or time runs out ( whichever happens first.) Please understand that depending on your list of priorities and the time chosen, we may be unable to complete everything on your list in the allotted time. If you would like to include more time in your cleaning, we will do our best to accommodate. Please understand last minute additional time request will be based on tech availability.
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Weather and Holiday Cancelations:
Kay's Solutions will be closed on the following national holidays: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Christmas Eve and Christmas Day. If your cleaning falls on any of these days and you would like to reschedule around them, please do so as early as possible, as we fill up around holidays very quickly. If your cleaning falls on one of these days and there is no availability, we will see you at your next scheduled cleaning.
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Content:
We take before and after pictures of all cleanings for proof of performances. There are other instances where we use these photos and/or videos as examples to showcase for our business on social media platforms. We avoid personal photos etc. and never mention client’s name or location for confidentiality. If you prefer we do not take photos or videos of your home or establishment, with the exception of reporting damage, please let us know right away.
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Client Absense:
For the safety and efficiency of our cleaning staff, we kindly request that clients are not present in the home while services are being performed. This allows our team to work without interruptions and ensures that the job is completed to the highest standard.
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Changes:
Kay's Solutions reserves the right to reevaluate rates at any time based on the amount of time it takes to perform our services to meet the client's standards. Please note that the quoted price is based on an estimated completion time. Should the job require additional time due to unforeseen circumstances or the condition of the space, we will contact you for approval to proceed with the extra time needed to complete the job. If additional time is not approved, please understand that the job will be completed to the best of our ability within the original time frame, but some areas may be left incomplete.​​
SMS​:
By opting in to receive text messages, you will expect to receive conversational text messages regarding cleaning estimates and follow up messages after our service.
Message and data rates may apply. You will expect to receive 1-2 messages per week.
To opt-in, text START to 4752042466
To opt-out, text STOP or CANCEL.
For assistance, text HELP.
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