Terms & Conditions

POETIC POLISH LLC (referred to as “Company,” “we,” or “us”) reserves the right to modify these terms without prior notice. By requesting our services, you acknowledge and agree to these terms and conditions.

 

As a family-owned business committed to your wellbeing, we maintain strict health and safety protocols. Clients must disclose any health concerns or symptoms before service. We reserve the right to discontinue service if safety is compromised. All our cleaning products are eco-friendly and family-safe.

 

– We offer a 24-hour satisfaction guarantee

– While we don’t provide direct refunds, we offer complimentary re-cleaning within 24 hours

– Photo documentation required for any concerns

– Re-cleans scheduled within 48 hours

– Client must provide access for re-clean service

 

All receipts are automatically sent once payment is successful. If you don’t receive a receipt automatically, please contact us to have one manually generated. Receipts will only be sent to the email used during booking.

 

There is no term to this agreement between you and Poetic Polish. You may cancel your recurring or one-time cleaning service with 24 hours’ notice prior to the scheduled booking. We also reserve the right to cancel service at any time. A cancellation fee of $75 applies for cancellations with less than 24 hours’ notice.

 

Customers using our move-out cleaning service agree that their homes are empty and free of clutter. We do not remove pet odors from homes. We reserve the right to revert to a regular or deep cleaning price plan if the home is still occupied with items upon our arrival.

 

All hourly services are billed at the current rate set by Poetic Polish at the time of booking. Customers may not change their booking type after service has begun without proper notice. We do not offer custom price booking. Our 24-hour clean guarantee for hourly cleans is limited to the time needed to fix any missed areas.

 

Customers may confirm their cleaning service satisfaction by voice, phone, email reply, or text message. Once approval is received, we reserve the right to deny a re-clean request. It is the customer’s responsibility to ensure all non-voice communication is received and acknowledged within 24 hours of the initial clean.

 

Our cleaners work in teams of one, two, or more depending on the job size. We make every effort to maintain consistent team assignments, but cannot guarantee this due to factors including illness, promotions, scheduling, and other circumstances.

 

Our cleaners will be respectful in your home. They will not perform tasks outside their job scope such as smoking, eating, watching TV, or answering phones. We specialize in eco-friendly home cleaning and will not accept tasks outside our scope of work.

 

We are not responsible for pets that escape when our cleaners enter or exit your home. If your pet will be free during cleaning, please inform us in advance so our cleaners can be alert when opening doors. We do not clean litter boxes or pet waste.

 

We provide our own eco-friendly cleaning supplies and equipment. If you prefer specific products, please contact us prior to your service date. Depending on your home’s condition, we may request to use your vacuum cleaner to ensure the safety of other customers and our teams.

 

Your scheduled cleaning has an arrival window of +/- 1 hour, allowing our cleaners to navigate traffic and other delays. Any delays beyond this will be communicated prior to service.

 

Scheduling changes may affect pricing. Our service category prices are based on frequency:

– Weekly: Once a week

– Bi-Weekly: Every 2 weeks (no more than 3 weeks between cleanings)

– Monthly: Every 4 weeks (no more than 5 weeks between cleanings)

 

We may re-evaluate service rates based on the time required to meet your needs and our standards. Clients must disclose the true state of the home. We reserve the right to adjust prices if the home’s condition or size differs from what was disclosed.

 

For safety reasons, our cleaners do not work at heights over 2 ladder steps. Any cleaning requiring ladder use beyond this will not be performed.

 

Payment is due in full when booking online. We accept credit cards (Mastercard, Visa) and electronic transfers. Cash payments are not accepted without prior arrangement. No booking date will be held without payment details in our system.

 

A $75 late cancellation fee applies unless notification is made more than 24 hours before the service date and time. Notifications must be made by calling our office or emailing/texting.

 

You may reschedule a service with more than 24 hours’ notice. A rescheduled service can be cancelled anytime for a $75 fee or rescheduled to a later date at no cost.

 

We will make every effort to accommodate lockout situations where our cleaners cannot enter your home. Lockouts can be rescheduled. For cancellations during a lockout, a $75 fee applies for homes within city limits, plus travel fees for homes outside city limits.

 

If your home has a security system, please ensure it’s deactivated or provide us with access codes before your scheduled cleaning. Please notify us if codes change.

 

You are responsible for securing cash, jewelry, and valuables. If something is broken, our staff will notify our office immediately and leave a note. Report any damage within 24 hours of service. We cannot be responsible for wall hangings attached with anything other than proper picture hooks.

 

We observe New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. Regular cleaning is offered on all other holidays. If your regular cleaning falls on an observed holiday, we’ll contact you 1-2 weeks prior to reschedule.

 

Cleaning will be more effective with minimal clutter. Desks with extensive paperwork may not be cleaned. Our cleaners may organize cluttered workspaces to ensure satisfactory cleaning.

 

We reserve the right to refuse work on grounds of health and safety or any task outside the scope of our insurance policy.

 

Our quality control includes home inspections and client contact. A supervisor may visit after our cleaning team has completed their work. We believe inspections and client feedback help us exceed expectations and maintain high standards.

 

We strive to remove all stains during cleaning. However, long-term stains in ovens, on walls, or other areas may be difficult to remove in the allotted time. We’ll advise you in such cases to determine acceptable cleaning standards.

 

We take before and after photos of cleaning jobs. These may be used for marketing and as proof of work completed. Photos remain our property and will not reveal personal information. Please inform us if you’re uncomfortable with photos.

 

Customers who book wall washing or spot cleaning agree that we are not responsible for wall damage during cleaning. We reserve the right to refuse wall service for health, safety, or other reasons.

 

Please call in advance for special requests so we can schedule adequate time. We’ll provide an estimate, but reserve the right to adjust quotes after job completion. Additional work requests must be communicated prior to service.

 

Our staff is instructed not to clean items containing body fluids, pet accidents, or litter boxes. We do not clean inside curio cabinets. Our staff cannot climb higher than two ladder steps, work outside your home, move electronics or heavy furniture, prepare meals, or provide pet or childcare services.

 

Our team members have signed non-compete agreements. You agree not to hire past or present team members for at least 2 years from their last work date with us. If you wish to hire a team member, a placement fee equivalent to 20% of their annual take-home pay is due immediately.

 

Tips are appreciated but not required. A recommended tip is 10-15% of your total cleaning fee. Tips can be left as cash or added to your credit card payment. Our team members receive 100% of tips.

 

We cannot clean behind appliances unless they’re moved before our arrival. Behind-appliance cleaning is only included in move-out cleanings, not standard or deep cleans. We may not clean behind furniture if moving it poses risks.

 

Please ensure your home is accessible. Let us know how our cleaners can enter using a keycode, lockbox, etc. If we cannot access your home, we’ll reschedule at your convenience. No refunds are given for inaccessible homes.

 

Calls to or from us may be recorded for quality and training purposes. We never share your information with third parties without consent unless required by law.

 

Our office is open Monday through Friday, 8:00 AM to 5:00 PM CST. After-hours customer service is available through our website chat box. You may also leave voicemails on our business phone.

 

We carry comprehensive insurance for our services.

 

We make no representation or warranty regarding the reliability, timeliness, quality, or accuracy of our services. All services are provided “as is” without warranty of any kind.

 

Our aggregate liability shall not exceed amounts paid by you in the six months preceding any claim. We are not liable for indirect, punitive, special, incidental, or consequential damages of any kind.

 

These terms are governed by Illinois state law. Any disputes shall be resolved in IL courts.

 

By using our services, you agree to these terms and conditions.