TERMS &
CONDITIONS
Payments and billing:
All clients will be required to have a credit card/debit card on file to secure your spot on our calendar. Upon completion of services, we will send an invoice to the client. Kay’s Solutions currently accepts automatic credit/debit card payments. Any appointment un-paid at the end of the business day will automatically be billed to the card on file.
Scheduling:
We at Kay's Solutions will do the best we can to provide a predictable reoccurring schedule. We always attempt to keep consistency with your day, time, and cleaner. However, as we grow, so does our clientele and areas of operation. We may, at times, need to shift scheduled cleans or technicians to facilitate efficient routes for our cleaners and reduce wait times for our clients. With this in mind, please provide us with your full availability and changes to it, in order to better allow us to work on our schedule.
Normal situational cancelation:
Please note that if service is canceled with less than 48 hours notice, we are unable to access the home or establishment upon arrival, or are turned away at the door, a cancellation/lockout of $75 fee or 50% of the scheduled fee (whichever is less) will be charged to the card on file.
Cancelation of discounted services:
Often times Kay’s Solutions runs promotional discounts to initial deep cleans if booking a reoccurring service. Reoccurring services are defined as no less than six (6) follow on services from the initial clean. If your follow on reoccurring is canceled at anytime prior to your sixth scheduled clean, your credit card on file will be charged the difference in the original price of the service to ensure the discount is recouped, as well as the appropriate cancelation fee.
Supplies and 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. Please indicate to us prior to your scheduled clean if you or anyone in your household has any chemical allergy or sensitivity. Please understand that with any mop system, it is impossible to get a 100% clean floor with simply mopping. High traffic areas, cracks between flooring, unsealed grout, and threshold/transitions trap dirt. It is not uncommon for dirt to be moved around and settle in areas such as this preventing a floor from being "white glove" clean. If it is your desire, please indicate you would like floors done by hand or with the use of a steam cleaner at an additional hourly charge and we will be more then happy to provide this service.
Breakage/damage:
Your home is in great hands when we clean, but occasionally accidents do happen. In the event of damage to anything in your home, it is our policy to inform you immediately. However, if you notice any breakage/damage that was not reported by a technician, please notify us immediately so that we may take appropriate action. We will attempt to replace or repair most items internally. If the repair or replacement of said item is not cost effective to take care of internally, we will file a claim with our insurance to ensure our clients are made whole. We are not responsible for hanging items and shelves that have not been properly secured. Additionally we ask each client point out items which are irreplaceable due to sentimental or monetary value, as we would prefer to avoid touching them.
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:
Although we love our furry friends, we ask that pets be put away prior to our arrival. This is not to discriminate against any pet owner, but to mitigate any liability issues for both Kay's Solutions and its clients. If no prior coordination has been made for how to handle pets, our cleaners will not enter (or in some situations leave) the home. If the situation can not be rectified in a timely manner, our technicians will leave and your appointment will be rescheduled. This will be treated as a lock out situation and a service fee will be charged.
Add-ons/extra work:
Anything outside of our agreed upon scope of work including the cleaning of rooms not originally included in the bid are considered add-ons and additional fees will apply. All add-ons must be approved through the office and not through field technicians. Techs are not authorized to deviate from the work order without prior approval from management. All add-ons must be scheduled ahead of time or requested through our office. We at Kay's Solutions do not believe in formal upselling; Periodically, we may ask if you would like to add on other services such as ovens or fridges, on an as needed basis only.
Bodily fluids:
We do not clean animal cages, litter boxes, animal droppings, human or pet feces, urine, vomit, soiled clothing or similar biohazards. We will clean around litter boxes, etc. but cannot by OSHA standards clean up actual bodily fluids.
Not included in services:
We will not clean tv’s, inside curio cabinets or china cabinets. We will also not provide any pet or children-related services. Due to the individual care plants require we are not able to maintain or water them. We are not an extermination or biohazard company and cannot provide services in residence that show evidence of hazardous situations.
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.)
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.
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.
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.
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. For estimates done unseen, the estimate is based on the condition described, if for any reason the home is not as described we arrive or would require extra time, you will be asked to approve the extra time needed to complete the job. You may request to stay within the estimated price, understanding it will be left incomplete. We also monitor the actual cleaning time for the initial 2-3 months of service and occasionally thereafter. We will contact the client to discuss possible price or service revisions if the cleaning time differs drastically from the estimate.