Customer Policies and Guidelines
Dear customer,
We kindly ask you to read the customer guidelines, in this document you will find our terms and conditions to guarantee we are always on the same page and to ensure we have a healthy and fair partnership. Thank you for choosing Blive Cleaning, your premium service.
Blive Cleaning is a quality professional cleaning service that is fully insured and bonded. We provide all equipment and supplies to allow for a hassle-free experience. All employees arrive in uniform with ID for identification purposes and your protection. We normally work in teams consisting of two professionally trained cleaning technicians, we also work with solo cleaners. We guarantee a consistent level of quality. We employ reliable, hard-working, and trustworthy cleaning technicians that are driven by our employee incentives and their desire to give the best possible service to our clients. We guarantee to inspect our work before leaving your home. Our goal is always to ensure that your place is immaculate.
BOOKING
A card on file is required. At the time of the first booking, the client will be charged a $100 deposit. This fee is non-refundable in case of cancellation. The remaining balance will be due upon completion of the cleaning service. Service quoted over $600 will require a 50% deposit.
PRICING
Our cleaning rates are based on how often the service is performed, the package you choose, and time. Ex: If your service is weekly and you skip a week, the price for service is adjusted accordingly depending on how many days/weeks you are skipping.
GIFT CERTIFICATES CARDS
Gift certificates can be purchased at any value. Gift certificates are non-refundable.
RECURRING CLEANING SERVICES POLICY
Blive highly values our loyal and recurring clients and guarantees the best prices to all our loyal customers. Our weekly and bi-weekly prices are highly discounted compared to our monthly and/or one-time rates. Our recurring services allow us to maintain our clients’ homes as clean as possible and reduce our cleaning times. Multiple cancellations extend the time between cleanings and thus increase both the time and amount of work needed to get our client’s homes back to our recurring standards.
HOW TO PREPARE FOR YOUR UPCOMING HOUSECLEANING
Before our team arrives for your scheduled cleaning, please remove clutter so we can effectively clean all surfaces – this includes clothing, kids’ toys, and dishes in the kitchen sink. We do some tidying up, however, our focus is cleaning, not organizing.
DECLUTTER YOUR FLOORS AND COUNTERS: While a house cleaner may help tidy up toys, shoes, and stray items in general, their main job is to clean, not to organize personal items. If all surfaces are ready to clean, they’ll do a better job – and in less time. Find a good spot for your pets so they’re safe and secure while we clean. Put out clean sheets on each bed if we’ll be changing your linens.
PUT AWAY YOUR VALUABLES: This is one of the most important tips for how to prepare for a home cleaning service. House cleaners are utterly careful from the moment they set foot in your house. However, accidents happen. If there’s any item of value that could easily get broken, please put it somewhere safe. Additionally, if you have smaller valuables (jewelry, coins, etc.), it’s always best to ensure those are secure, avoiding getting sucked up by the vacuum.
MOVE OR SECURE FRAGILE ITEMS: In the same line as valuable objects, if there’s a delicate item, move it or store it somewhere safe. If you’d like your cleaner to take care of it, but needs to be cleaned in a specific way, let the company know in advance.
ARRIVAL POLICY
We will make every effort to arrive at your house in a timely manner, but we ask for flexibility on a need-to-need basis. We will always do our best to keep you informed of any delays we may be experiencing due to prior cleans running longer than expected, and/or other circumstances beyond our control such as traffic, weather, or team illness. Your flexibility and understanding in these situations is greatly appreciated.
ACCESSIBILITY
Most of our clients give us a key and their alarm code. Our employees are carefully screened and trained. Please be certain your home is accessible to our cleaning crews. If you will not be at home during the service, please deactivate your security alarm prior to each scheduled visit, or provide us with a code.
ALLERGIES
Please inform us of any allergies prior to your scheduled cleaning day.
REMINDERS
Reminders are sent via email and text message, but customers have the capability to opt out of one or the other. Please contact your office to do so.
Arrival times are estimated.
Reminders are sent 1 business day prior to cleaning with a 1-hour arrival window.
ARRIVAL TIMES
Please note that we do not give exact times. We will schedule your cleanings based on your arrival time preference on file. Please understand that we are cleaning homes prior to yours and times can fluctuate depending on the condition of the home or unforeseen circumstances out of our control. We use the 3-hour window as a scheduling parameter, however we cannot guarantee arrival between those exact hours.
Time preferences which you choose at your time of booking are listed below:
1st arrival – 8:00am to 11:00 am
2nd arrival -10:30am to 1:30pm
3rd arrival -11:30am to 2:30pm
4th arrival – 3:00pm to 5:00pm
Flex arrival – 8:30am to 2:30pm
PAYMENT POLICY
We require full payment upon completion of our service. We ask that outstanding balances must be paid prior to the next scheduled cleaning. Our prices are non-negotiable after the time of booking. Payment for our services are due upon receipt and no credit accounts are available.
Only Debit and Credit Cards are accepted forms of payment. The card on file will be charged for any cancellation/rescheduling fees that apply.
TIPPING
Tipping is never required, but it is a lovely way to tell your cleaners that you think they did a great job. If you would like to tip, we suggest a range of 10% to 20% of the price of the cleaning. You can add this amount to your credit card either as a one-time or a recurring charge. Blive Cleaning will provide customers with a convenient clickable link via email/text after each cleaning. If you would prefer to give cash, we ask that you put it in a labeled envelope or otherwise clearly label it to make sure the cleaning team knows it is for them.
100% SATISFACTION GUARANTEE
Blive Cleaning guarantees the quality of our work. Quality issues must be reported within 24 hours of the cleaning. If the job is not done according to what you were quoted, we will return and correct the problem at no additional charge. Please do not correct the issue before speaking with a Blive Cleaning management team member. We have to be given the opportunity to see the quality issues and reclean or remedy them. Discounts and credits are not given.
BREAKAGE/DAMAGES
We are Bonded and Insured and do take responsibility for any breakage or damages that are caused by direct negligence or fault of our employees. Our employees are rewarded for honesty and asked to report all breakage immediately which we then relay to the customer.
Our employees do their best to protect your home and possessions, but we know that sometimes things get broken despite precautions. Accordingly, we have worked hard to develop a clear and fair policy to cover accidental breakage.
Breakage must be reported within 3 days of the incident. Please save the broken item for our inspection. We will review every incident of breakage on a case-by-case basis.
When the value is verifiable and breakage is clearly due to negligence on the part of a Blive Cleaning employee, we will reimburse the cost of any broken item up to $100.00 per item. Item values over $25 must be verified before replacement or reimbursement will be authorized.
When appropriate, we will pay to have the broken item repaired by a professional company instead of reimbursing the cost of the item. Do not repair the item on your own with the expectation of being reimbursed without our approval prior. We must be given the opportunity to get our own estimate for repair.
We cannot accept responsibility for breakage due to objects that are inherently unstable or delicate, or inappropriately placed, such as top-heavy items with inadequate bases, improperly hung pictures, or wobbly objects. Such situations are regarded as accidents-in-waiting and may occur no matter how carefully our cleaning employees are working.
In addition, we have noticed that the materials used in many window blinds can become brittle over time and may break while cleaning, or even while opening or closing them. Therefore we cannot accept any responsibility for damages to older blinds. If this is a risk you cannot accept, please let our office know which areas we should avoid and we will add it to your file.
Please move fragile, unstable, or expensive items to a location we do not clean, or ask us to skip that area completely if you do not wish to accept the risk of accidental damage.
Blive is not responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require this type of attention.
If notification is made past the 72-hour period, Blive reserves the right to deny compensation.
Our teams are prohibited from moving furniture during our service. We will reach any visible spaces by hand or with extensions. In case the furniture needs to be moved we ask that the furniture be moved prior to the start of the service. We do offer an agreement that can be signed by you allowing our team to move furniture as needed. Please be advised that this agreement will shift liability away from Blive for any potential damages made when furniture is moved.
COMMUNICATIONS WITH THE OFFICE X CLEANERS
It is very important for customers to communicate with the office for any instructions on your home. We must document your notes and instructions in our software system so that we can ensure your request is fulfilled.
Direct communication from the customer to the cleaners leaves out important details that we may need to know for billing purposes, in case of routine maid absence, or to avoid miscommunication.
We do not discriminate, and we cannot guarantee that our employees will speak your native language. We ask that you communicate any requests to our office so that we can translate them to the cleaning team accordingly.
SUPPLIES AND EQUIPMENT
We provide all cleaning supplies and equipment, but if you would like for us to use yours, we can. However, we are not liable for any damages that your supplies may cause to areas applied or damages to actual equipment. Our supplies are proven and tested, and more importantly, our employees are trained on how to use the supplies that Blive Cleaning provides. If your equipment or supplies require additional time to use, we may have to adjust your pricing
CLEANING AREA RESTRICTIONS
Due to liability purposes, we are limited on the height at which we can clean. Our employees carry step stools and extendable dusters. Generally speaking, we can only clean up to what we can reach on our step stools. Normally no outside cleaning, and AC living space only unless approved during your booking. We do offer some add-on services that include porches, garages, etc.
TEAM POLICY
Our scheduling is done on a route-based system calculated by the geographic location of your home. We go to great efforts to keep the same teams with the same routes, however, we can not guarantee that you will always have the same team.
QUOTES FOR ONE-TIME AND INITIAL DEPP CLEANINGS
Our pricing for one-time cleanings is based solely on the square footage of the property. The rate you receive at the time of booking will be the final charge. However, while it is uncommon, there may be situations where certain homes require a significantly larger scope of work due to various reasons. In such cases, Blive Cleaning retains the right to contact the customer for an extra fee in order to complete the cleaning. Our services are customizable.
ITEMS LEFT AT A MOVE OUT CLEANING
Blive Cleaning is not responsible for any items left on the premises at a move in/move out cleaning. It is recommended that all items and personal property be removed from the premises before cleaning occurs. Blive Cleaning is not able to haul off or remove any items or trash from the premises. Trash will be discarded into the trashcan or dumpster on site.
CUSTOMER FEEDBACKS
To ensure we receive your feedback we will be sending out an email/text once your cleaning is complete. Please use this email/text as a tool to communicate any notes, issues, or compliments. This is just a tool, you may always call your manager right away. The email/text will also include a link to post an online review. A review is one of the best compliments you could give our company and is much appreciated.
DISHES
Again, dishes are tricky, our focus is cleaning. If the dishwasher is empty we will rinse and load the dishes. If the dishwasher has dishes inside, we will hand wash and air dry the remaining dishes next to the sink. This will prevent any misplaced dishes or mixing of clean and dirty dishes. If you have an excessive amount of dishes (over 10 minutes) extra time may occur to handle these items and fees will be adjusted on a case-by-case basis. Please consult our ADD ONS.
SKIP SERVICE POLICY
If you are a recurring customer and call to reschedule for any reason, your next cleaning will reflect the appropriate frequency quoted. For example, if you are bi-weekly but skip cleaning the next time we clean, your monthly rate will apply. This is necessary to allow the team sufficient time due to the extra dust and dirt build-up in the house.
Our routine service rates are discounted based on the fact that we are cleaning often and very little dirt has time to accumulate in your home. If for any reason your service is paused for longer than 6 weeks, we can no longer honor the discounted routine rate and you will be directed back to sales to schedule a one-time deep clean and then we may resume routine services. If you are a monthly customer we encourage you to not skip, but reschedule no later than two weeks out or you could be subject to another deep clean. (Note: if you cannot reschedule in time due to Blive Cleaning availability this will be handled on a case-by-case basis).
PET POLICY
We love them, and we’ll treat them like our own. Your special instructions are noted on our work orders so the cleaning tech will know your wishes with regard to your pets. Please secure all pets that are dangerous to our employees inside and outside of your house. For the safety of your pet and our employees, we ask that you contain your animals in a restricted area while we are cleaning. Although we are VERY careful, we cannot prevent or be held responsible for any disappearances of your pets. We have had pet attacks or bites in the past, and it is our duty to protect all Blive Cleaning employees from this happening. If the customer is not home and animals are loose, we cannot force our employees to enter if they do not feel safe. If you have a pet please let us know at the time of booking so we can be aware of their presence.
SOLICITATION OF BLIVE CLEANING EMPLOYEES
At Blive Cleaning, we are proud of our wonderful employees and we put a lot of time, money, and effort into recruiting, hiring, and training only the best people. Please note that our employment contract prohibits employees from accepting private work for Blive Cleaning clients. Please do not solicit our employees for side jobs or direct hire outside of this agreement. The client understands and agrees to a $2,500 fee if the client hires any of Blive employees while they are employed by the company or within three years following the employee’s last day as an employee of Blive Cleaning.
CHILDREN
For the safety of your children, we ask that they be supervised while our staff and equipment are present in your home.
SCHEDULING
We do our best to meet your expectations and we appreciate your flexibility. If you are a bi-weekly or monthly client. We can not promise the same day/time for every scheduled service. Please let us know your options (days and time frame). Our monthly cleaning is scheduled every 4 weeks, and bi-weekly cleaning is every 2 weeks after the first cleaning. The pricing is also based on the frequency of the service, skipping service allows us to readjust the amount previously discussed.
REFERRALS
Earn $50 for each referral you send to us that signs up for one of our services. You could get all of your cleanings for FREE if you just spread the word to everyone. We thrive on referrals and are generous when you refer!
COMPLAINTS
In the event of you having a complaint, please notify our office within 24 hours of your service with pictures and/or videos. We are happy to return and do any missed spots.
*All requests must meet the original quote requirements and services agreed upon. We will do our very best to make everything look as clean as possible and will notify you if there is an area of concern that cannot be cleaned due to age, wear and tear, or damage. Although we do not issue refunds, we do guarantee satisfaction of the service received.
INCREASING
Due to the increasing cost of doing business over time, we reserve the option to adjust our cleaning fees at any time. We will give sufficient notice if this happens. We understand how this affects our customers and do so only when there is no other option.
IMAGES
From time to time, Blive will use anonymous before & after photos and videos for social media purposes. Do we have your permission to use these pictures? If you do not authorize it, please inform us by text message: 774-498-0527 or email: contact@blivecleaning.com
CANCELLATION POLICY
Here is our cancellation policy to help mitigate unexpected last-minute cancellations. The company understands that several things can happen resulting in service cancellations and we are happy to work together to mitigate those occasions.
Submit cancellations/schedule changes at contact@blivecleaning.com or reply to your reminder email. Although a 7-day notice is appreciated, to avoid fees we require notice of at least 2 BUSINESS DAYS prior to the original service date.
If cancellations/schedule changes are made 1 BUSINESS DAY prior to cleaning a $50.00 fee will apply.
If cancellations/schedule changes are made the DAY OF the cleaning 50% of your cleaning fee will apply.
IMPORTANT NOTE: If you cancel on the same DAY, we will not have time to fill your spot, which directly affects our employees’ income/retention. For same-day cancellations, lockouts, or if we are not provided access within 15 minutes of the Team’s arrival, your 50% fee will be charged.
We are convinced that those policies will help us better serve you and to better retain great employees that are often harmed due to last-minute cancellations without the ability to work.
TRIPS AND LONG VACATIONS
If you are going away or on a long vacation, we ask you to NOT CANCEL your cleaning but to allow us to carry out our cleaning schedule as normal. We will use this time to do EXTRA service that is not done on a regular basis such as cleaning inside the oven, fridge/freezer, cleaning inside the kitchen cabinets, and any other extra task you may need. The house will be clean and cozy when you return.
If you decide to skip the service for over 4 weeks we will consider the next cleaning as one cleaning and half.
If we need to cancel your visit for any unexpected reason, we will follow the same policies as you. We will work hard to reschedule you to the sooner availability we have.
FRIDAY AFTERNOON AND WEEKEND CHANGES
Please note that if you submit cancellations/schedule changes on a Friday for a Monday the $50 fee will apply due to our offices being closed over the weekend. If you submit cancellations/schedule changes after hours on Friday or over the weekend for cleaning on Monday, the same-day 50% cancellation fee will apply.
ADD ONS
We understand that every place and family is different and with different needs, we are happy to be flexible and accommodate those needs. Please consult our extra services (ADD ONS).
Thank you for choosing Blive Cleaning!
