Service Agreement

Rosales Cleaning offers residential cleaning services at a rate of $45 per cleaner per hour. For post-renovation and certain commercial cleanings, the rate is $65 per hour. Payment, whether by cash, credit card, or check, is required at the time of service. If payment is made via credit card, the transaction will be processed by Rosales Cleaning on the day of service. Please note that a 1.5% monthly interest will be applied to any late invoices.

Rosales Cleaning reserves the right to modify any aspect of this service agreement without prior notice.

By requesting services from Rosales Cleaning via telephone, email, or our website, the client acknowledges and accepts the terms of this service agreement.

Guarantee

Your satisfaction is our priority. If you are not completely satisfied with any part of our service, we will return to your home to re-clean the area within 48 hours. Please contact our office as soon as possible during regular business hours.

Employees

All employees undergo comprehensive training to meet the rigorous standards of Rosales Cleaning. They are well-versed in the expectations for each cleaning visit. For your security and peace of mind, every employee is subjected to a nationwide background check, reference verification, and drug screening during the hiring process.

Payments

Full payment is due upon completion of service. For your convenience, we accept both cash and credit card payments. Customers opting for cash may leave their payment at their residence. Recurring customers using a credit card must maintain a valid credit card on file, which will be charged automatically on the scheduled day of service.

No Payment Upon Arrival:

If no one is present at the scheduled time and no payment has been left behind, we will charge the credit card on file. Should the credit card be declined, we will need to reschedule the appointment.

While tipping is at your discretion, we encourage you to consider tipping your professional house cleaner for exceptional service, as it is customary to tip service providers across various industries, including restaurants, hair salons, and hotels. A professional home cleaner provides a highly personalized service that warrants a gratuity.

Note: In our commitment to sustainability, all sales receipts are emailed to customers the following business day after services are rendered.

Refund Policy

Given the personalized and subjective nature of our cleaning services, we do not offer refunds to customers. However, we are committed to ensuring your complete satisfaction. We provide a guarantee for all our services; if any task is not completed to your satisfaction or is overlooked during our visit, please contact our office. We will promptly return to your home to address the area or task in question at no additional cost. Please note that gift certificate purchases are non-refundable.

Price Adjustments

We reserve the right to implement rate increases as necessary. Should this occur, you will be notified accordingly. As the needs or conditions of your home change, a price adjustment may be warranted. Prices for regular maintenance cleaning are guaranteed for six months. If a client discontinues service with Rosales Cleaning Service Inc. and later reinstates it after a three-month hiatus, the original price is not guaranteed, and a new rate may apply.

Keys and Alarm Systems

Many of our customers provide us with a copy of their home key, and we take extensive precautions to protect each key. All keys are securely stored in a locked key safe box. We do not return keys by mail; they must be hand-delivered to the customer, who must present a valid photo ID for verification. If you have an alarm system, you may provide us with instructions on its operation. However, we prefer that the alarm be deactivated on the day of cleaning.

Lockouts

A lockout fee of $50 will be charged if our cleaning associates arrive and are unable to access the premises for any reason.

Arrival Window

If you wish to be present during the cleaning visit, please note that we provide an arrival window. Our cleaning technicians will arrive within the scheduled timeframe. You are expected to be present or have made arrangements for us to access your home during this period. Failure to do so may result in the cancellation or rescheduling of your visit, incurring a cancellation fee of $150.

Cancellations/Rescheduling

We require at least one week's notice for the cancellation or rescheduling of any scheduled appointment. Cancellations or rescheduling made with less than one week's notice will incur a cancellation fee of $150. We are strict in enforcing our cancellation and rescheduling policy, and we appreciate your adherence to it.

Tardiness

Various factors, such as cancellations or lockouts, can affect our schedules. If we are running late for your appointment, we will contact you as soon as possible to provide a new estimated arrival time.

Pets

We are pet-friendly and appreciate your assistance in ensuring that pets are secured and safe during cleaning days. Please inform our office of any special requirements concerning your pet(s).

For health and safety reasons, our staff is instructed to avoid certain items and/or areas, such as pet homes/beds, litter boxes, vomit, and fecal matter. Our teams will clean around these areas, and it is your responsibility to address any accidents your pet may have.

Your Valuables

If you own valuables or heirlooms, including irreplaceable, collectible, or high-value items, we recommend securing and storing these items to prevent potential accidents. You are responsible for informing us of any valuables you wish us to avoid cleaning or handling. Additionally, please secure money, credit cards, and checkbooks, as we cannot be held responsible for missing currency.

Broken/Damaged Items

While we train our staff to handle your belongings with care, accidents may occasionally occur. If you believe an item has been damaged by our cleaning professionals, please report it to our company within 24 hours of service completion to facilitate a proper investigation. If damage occurs, we will notify you immediately. In the event of damage, we reserve the right to repair or replace the item. We cannot accept responsibility for items that were not securely attached or stored (e.g., a picture improperly hung on a wall or an item precariously placed).

Glass Shower Doors, Toilets, and Faucets

It is your responsibility to inform us if your glass shower doors, faucets, or toilets are not fully secure. If our team identifies any instability during inspection, you will be notified of the associated risks. At that point, you may choose to decline service for that item, or we can proceed at your discretion. If you choose to proceed, you agree not to hold Rosales Cleaning or its employees responsible for any resulting damage. Furthermore, Rosales Cleaning is not liable for any damage (including water damage) due to faulty or improper installation of any items. This includes, but is not limited to, damage caused by toilet overflows, loose or leaking faucets, and water dispensers on refrigerators.

Extra Services

If you require additional services or extra cleaning on your scheduled cleaning day, please contact us at least 48 hours in advance. This notice allows us to allocate the necessary time in your home and provide you with a quote for the requested services.

Lifting, Climbing, and Bending

The safety of our employees is paramount. Therefore, our staff will not climb higher than a 3-foot, 2-step ladder, lift or move items exceeding 20 pounds, or clean floors on their hands and knees, except when cleaning bathroom floors.

These activities pose risks of back injuries and potential damage to your home. If you require us to move furniture, such as tables or large chairs, please understand that we are not liable for any breakage resulting from age, wear, or faulty manufacturing, nor for any damage caused to your floors during the moving process. Our cleaning team will not move furniture containing electronics, nor will they pull out appliances (e.g., stoves, refrigerators, washers, or dryers). However, if these appliances are moved prior to our visit to allow access, we will be pleased to clean the exposed areas. We kindly ask that you return the appliances to their original positions.

In-Home Climate Control

To ensure a comfortable working environment, please maintain a comfortable temperature in your home prior to our service. We will not conduct cleaning services in conditions that are physically uncomfortable, such as extreme heat or cold. Should your appointment be canceled due to unsuitable indoor temperatures, a $50 cancellation fee will apply.

Our Cleaning Staff DOES NOT:

Privacy

Rosales Cleaning Service takes customer privacy very seriously. We will never share any customer information with any outside sources.