Policies & Procedures
Arrival Time/Hours
Our hours of operation are from 8:00 a.m. to 5:00 p.m. Monday thru Friday. We arrive at our first house between 8:00 and 8:15, and the last house by 3:00 p.m. (unless arranged otherwise). Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 1-hour window of our estimated arrival time if you call the office before your cleaning. Please allow us the flexibility of scheduling our arrival between 8:00 a.m. and 3:00 p.m. We will strive to meet your requested arrival time, but we cannot guarantee it.
If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged (see Cancellation Policy.)
Entry
We can work with whatever form of entry is more convenient for you, as long as we have a way to get in. It is your choice if you would like to be home during your home cleaning. Since The Sudsy Lilly usually cleans Monday through Fridays from 8am - 5pm, our clients are not usually home during those times and trust us with a key/code to their home or leave a key out somewhere for us. Arrangements for entry are usually made at the time of booking. Please be advised, if we are unable to enter your home to clean, you will be billed the full amount of your scheduled clean. More details below under our Locked Out/Turned away fee.
Scheduling
When we schedule your cleaning appointment, we reserve a day and time for you and you alone. This means we turn down any business requesting your space. We do not ask for a deposit but will not hesitate to enforce our cancellation and locked out/Turned away policy. We always try to be as flexible as possible with clients and value their time, but sometimes our time is not seen as valuable. we depend on your job being there in order for us to make our salary. A last-minute cancellation can have a very negative impact on our business. We now have a gap in our schedule, which means a gap in our salary. We understand things can happen; all we ask is that you contact us as soon as possible so we can get you off our schedule. Please value our time as we do yours.
Cancellation Fee
We require cancellations to be communicated to us 48hrs in advance to avoid charges. We have held your spot and turned down business so as not to interrupt your service. Cancelations communicated less than 48hrs prior to your appointment time but more than 24 hours will be billed $45. Cancelations communicated less than 24 hours will be billed the full amount of your scheduled cleaning. If cancelations become habitual we reserve the right to decline any future services.
Locked Out/Turned Away Fee
If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will wait a total of 15 minutes as a "grace" period to be let in by you. For safety and security, we cannot allow anyone who isn't a resident of your home to let our cleaners in. After 15 minutes we will leave and bill you the full amount of your scheduled clean. (See skipped or missed cleaning visits)
Skipped or Missed Cleaning Visits
You can always cancel or reschedule your cleanings; however, our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings. Monthly rates are for monthly cleanings. If you skip a cleaning, the next time we return you will be charged the rate for the next frequency of service.
Notify the Office
All questions, appointment requests, or concerns can be made by phoning or texting the office at 970-413-0542 or via email to sudsylilly970@gmail.com. We request a phone call or text for all cancelations as emails can be missed.
Supplies
We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) we are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. We offer method cleaning products (plant-based) that are good for us, your home/pets, and the environment. If you have a certain product, you would like us to use, simply let us know and leave it out for us the day of your cleaning.
Ladders
Our cleaners take a 2-step ladder to each cleaning. We are unable to climb higher than two steps due to safety reasons unless otherwise arranged. We will use taller client ladders at the cleaners' discretion. If they don’t feel safe doing it, they reserve the right to decline your request. Higher items will then be dusted with an extension duster to the best of our ability. We can reach up to two stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.
Blinds
We do offer slat-by-slat blind cleaning. Blinds must be at least 2” wide. We cannot guarantee the cleaning of mini blinds. Blinds may need to be vacuumed before they are wiped; this will require additional time. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage, damage by pets, and/or are not installed properly.
Moving Furniture
We will move “light” furniture during regular standard cleanings. We will move refrigerators, stoves, washers, dryers, couches, etc. when scheduled for additional time in advance and after both parties have signed a liability waiver. We will not be held responsible for any damage to flooring and/or appliances/furniture when requested to be moved. The client will not be held responsible for any injury to an employee when heavy items are requested to be moved.
Pets
We love pets and will be very careful around your fur babies. Your pets are members of your family, and we respect that. However, if your pet is afraid of vacuums, territorial, or overly friendly, and will not allow us to do our work, we do ask that they be placed in areas that we are not working in. We will never leave the pets outside unless instructed to do so by the customer. We can clean litter boxes, feces, or urine for an additional charge. We will not dispose of litter, feces, or urine. The customer must have a regular trash service to dispose of these hazardous materials.
Fire Arms
For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
Insects
Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem.
Alarm System
If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern here at the sudsy lilly and we are sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and will not answer doors or allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.
Please note that it is not necessary for you to have to disarm your alarm systems on the day of your cleaning. If you contact your alarm company, they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code.
Safety
Every effort is made to work safely and cautiously, and we cannot assume liability for injury to others. We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.). The safety of our employees is also extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, (see moving furniture) and we are unable to clean up vomit or blood.
Payment
We accept cash, checks, or online payments via our QuickBooks invoices. Tipping is always appreciated but never expected.
Solicitation of Staff
By using our services, you agree not to solicit for hire any staff member introduced to you by The Sudsy Lilly for any home-related services. If you are found to have solicited one of our staff, please be advised that our referral fee is $1500.00.
Damages
Accidents do happen, and we are insured. If we are responsible for damages to your home or items in your home, we will let you know as soon as possible the day of the cleaning. We make every attempt to repair, replace, or pay for any items that we have damaged.
We will do an initial walk -through before each clean and report any damages we see immediately before cleaning starts. The Sudsy Lilly will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumbtacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by the homeowner. If money is left out in a room, our cleaners reserve the right to skip that room.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used. The Sudsy Lilly is not liable for any damage to any improperly sealed surfaces.
Release of Liability
Should you decide, you would like us to clean items of monetary or sentimental value (>$100) e.g., items within China cabinets, trinkets, heirlooms, etc., the following will apply: Client hereby releases The Sudsy Lilly from any and all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if the sudsy lilly may have caused the need for repair or replacement at the request of cleaning by the client.