Company policy

Last updated: 19/09/2024

Cleaning crew

To ensure exceptional service, we typically assign one or two cleaners per job. The total cleaning time is based on the number of hours booked. For example, if you book 6 hours and we assign two cleaners, each cleaner will work 3 hours, for a combined total of 6 hours.

We strive to maintain consistency in the staff that cleans your home, and try to minimize rotation as much as possible. This approach not only creates familiarity and efficiency, but also allows for effective cross-training of our cleaning technicians.

Rest assured, all of our employees undergo rigorous background checks, screenings and drug testing prior to employment to ensure that our staff is not only competent, but also meets the highest standards of integrity and accountability.

Right to refuse service

We reserve the right to refuse or terminate service based on safety concerns, inappropriate or uncomfortable situations, weapons on site, excessive clutter, or disconnected utilities.

Our staff have the option to leave the property if the house is in an unhygienic state or if they feel unsafe or threatened. If you book a cleaning that is deemed unreasonable, our cleaners can refuse on the spot, and cancellation fees will be charged.

Preparing for cleaning day

The cleaning price is based on the assumption that our cleaners will spend their entire time cleaning. We therefore ask that you take a few minutes to tidy up in advance so that our cleaners have easy access to the areas and surfaces to be cleaned, such as floors, countertops and tables. If you would like our cleaners to perform these tidying tasks for you, please call our office in advance so that the cleaning fee can be adjusted for the additional time required.

Pets

We are happy to work in homes with pets, but we ask that you limit pet activity indoors for reasons of cleaning efficiency and safety. If your pet becomes anxious or poses a safety risk, Clean It Now reserves the right to remove its employees from your home.

Our staff is instructed not to enter a property if they believe a pet poses a threat; pets may behave differently when family members are not present. If our cleaning technician must leave the property due to aggressive pets, our cancellation policy will apply.

Service costs

Please note that we directly adjust our prices based on years of experience, but we reserve the right to adjust the price based on the actual condition of your home. To avoid surprises, we will call you when we arrive and notice that the job will take longer than originally estimated. If we cannot reach you, the team will leave and cancellation fees will be charged.

We reserve the right to revise rates at any time based on the time required to perform the service to the customer's standards. Clean It Now will contact you to discuss price or service changes if the cleaning time varies significantly from the original estimate.

Payments

Payments must be made before or on the day of cleaning via iDeal or Credit Card.

Issue Resolution / Refund Policy

In order to ensure the highest standards of service and to resolve any issues promptly, we kindly request that you submit any feedback or complaints regarding our cleaning services within 12 hours of completion of the service. Please note that requests or complaints submitted after this period will not be eligible for refunds or additional cleaning services.

Recurring service discount

Recurring discounts will be effective after the first cleaning service. If you skip cleanings, resulting in a lower cleaning frequency than agreed, your price will be adjusted to the rate for the lower cleaning frequency.

Tariff increase

The cleaning rates can be adjusted at any time of the year if there are changes in the frequency of the established cleaning schedule or in the home or living situation. Examples of this are renovations, changes of address, the number of people living in the home or a significant addition of furniture.

The customer rate will be increased annually by a maximum of 8% of the current rate.

Lockouts

Customers must ensure that the service location is accessible to Clean It Now staff on the scheduled service day. If the team is unable to access the customer’s home, every effort will be made to contact the customer to arrange access. If contact cannot be made within 20 minutes of the cleaning team’s arrival, the scheduled cleaning will be cancelled and a late cancellation fee of €70 will be charged. This fee is required to compensate staff for the unexpected loss of income and travel time. You can avoid this penalty by providing us with a key or access code in advance.

Rescheduling and cancellations

The reliability of our service is important because we reserve a specific time for you. We kindly request that you inform us at least 24 hours in advance if you wish to cancel or reschedule the appointment for any reason, to avoid a cancellation fee of €70,-.

Alarm

If your home is equipped with a security system, make sure it is disarmed or contact our office to provide the code and proper operating instructions. If the code changes, please notify us in a timely manner so that you do not incur lockout fees.

Using the Homeowner's Vacuum Cleaner

If you ask us to use your own vacuum cleaner, we will not accept any liability for any damage to the appliance. As we are not responsible for the maintenance of your vacuum cleaner, we cannot be held liable for any repairs. This is important because if the vacuum cleaner is not working properly upon our arrival, we will not be able to vacuum carpets or hard floor surfaces.

Cleaning supplies

We provide all the necessary equipment and cleaning products to thoroughly clean your home. If you want us to use only green cleaning products, please let us know before we start the service.

If you prefer us to use your own cleaning products, please note that we are not responsible for any damage caused by these products. In that case, we kindly request you to have the cleaning products and chemicals ready so that we can carry out our cleaning work efficiently.

Items we cannot clean

Mold removal is a specialized service. We cannot be held liable for mold related risks in our clients homes.

We cannot clean homes where animal or human bodily fluids are present, such as blood, feces, vomit, litter boxes, bird cages, urine or feces.

Unreachable areas and heavy items

For safety and liability reasons, our staff are not allowed to climb higher than a step stool or work outside your home. Cleaners are not allowed to move objects heavier than 20 kilograms. If you want us to clean behind heavy objects, we ask that you move them prior to cleaning time.

Breakage, Damage and Loss Policy

Although such situations are rare, there is a chance of breakage or damage during cleaning. Our cleaners work carefully, and we are insured against damage or breakage caused by our employees.

However, we are not liable for damage due to normal wear and tear, improper installation of an item in your home, or damage to artwork, collectibles, or heirlooms that were not reported to us in advance during the booking process. These items may include (but are not limited to) the following:

Artwork, collectibles and heirlooms: These items are often valuable and irreplaceable. The customer must inform us of such items before cleaning commences.

Let us know how you would like your fragile items to be treated and cared for.

Any breakage or loss of personal property must be reported within 24 hours of cleaning. We will always try to arrange an identical replacement, but this cannot be guaranteed.

Key release

Our customers' keys are encrypted and stored in a locked cabinet that only Clean It Now administrators have access to.

If a customer chooses to leave the door unlocked or leave a key under a mat or in another unsecured place for access by the cleaners, Clean It Now cannot be held liable for damage or theft from the customer's home.

Upon termination or cancellation of the services, Clean It Now will return the customer keys in its possession no later than 48 hours after termination of the service.

Break Policy for Extended Cleaning Sessions

To ensure the well-being and efficiency of our staff, we have a break policy for longer cleaning sessions. If a cleaning job lasts 4 hours or more, our employees are entitled to a 30-minute break. This break provides the necessary rest and helps us maintain the high quality service that our customers expect. We believe that this policy not only supports the health of our employees, but also improves their productivity and attention to detail during longer cleaning jobs.

Window and balcony cleaning policy

While our general cleaning services provide thorough care for your home, windows and balconies are not included as standard. These areas require special attention and can be included in your service upon request for an additional fee. Please let us know if you would like these areas to be included so we can tailor your cleaning plan to your exact needs.

Exclusion of garden and outdoor cleaning

Our cleaning services focus on the interior of your home and do not include garden or exterior cleaning, as these tasks require different expertise and equipment. If you require assistance with garden maintenance, yards or outdoor areas, we recommend that you hire a specialist service. This will ensure that every part of your property receives the right care.