Comprehensive Service Policies

Our policies are designed to minimize risks and clarify expectations. Please do not hesitate to contact us at ecocleanbay5@gmail.com if you have any questions. We appreciate your trust in allowing our locally and women-owned team to care for your space!

​

1. Preparation for Success

• Clean vs. Organize: Please pick up clothing, toys, and clutter. Our goal is to spend less time organizing and more time cleaning and detailing. It is harder to deep-clean and deliver the best detailed cleaning if surfaces are obstructed by clutter.

• Move-In/Out: Homes must be vacant of all furniture/items. Running water, electricity, and climate control are required. Someone must be present for a final walk-through.

• Entry & Alarms: Please ensure security systems are "OFF" or provide codes. If you leave a door unlocked or a key in an unsecured spot (like under a mat), EcoCleanBay is not liable for theft or damages.

2. Pricing, Billing & Discounts

• Flat-Rate Pricing: Based on square footage and service level. This ensures you know the cost upfront regardless of the time spent. We reserve the right to adjust pricing if the home's size or condition differs from the description.

• Rate Increases: We reserve the right to raise rates to adjust for costs (including the Bay Area cost of living). We will always provide advance notice.

• Discounts: Discounts are frequency-based. If you skip a recurring clean, a $50 Skip Fee applies to the catch-up visit. Skipping two in a row reverts the price to the non-discounted rate. If you receive a discount on an initial clean for signing up for recurring service, you must complete at least one follow-up visit, or the initial discount will be retroactively charged.

• Payments: A credit card is kept securely on file and charged the day of service. If declined, it must be remedied within 3 business days. After 3 days, a $10 per day late fee is assessed, and service is paused.

• Tipping: While not mandatory, a 10–20% tip is a kind gesture. You may add this to your credit card payment or leave cash in a labeled envelope.

3. Cancellations & Access

• Late Changes: Cancellations or reschedules made less than 48 hours before service incur a $100 late fee. Monday appointments must be changed by 9:00 AM the preceding Friday.

• Lock-Outs: If a technician arrives and cannot gain entry or is turned away, a Lock-Out Fee (Full Cost of Cleaning) will be charged.

• Entry Options: You may be home to provide access or provide an entry code. If you choose to leave a door unlocked or a key in an unsecured place (like under a mat), EcoCleanBay is not liable for theft or damages.

• Arrival Window: We have a 1-hour arrival window (e.g., a 10:00 AM booking means arrival between 10:00 AM–11:00 AM).

4. Safety & "Services We Do Not Offer"

Our employees’ safety is our priority. Our cleaners cannot:

• Climb above the second step of a stool, move items over 20 lbs, or clean floors on hands/knees (except bathrooms).

• Clean bodily fluids, blood, urine, feces (animal or human), diaper pails, or animal waste.

• Handle mold (Black Mold), insect infestations, or hoarding conditions.

• Clean chandeliers, remove paint, water plants, or clean exterior/unreachable windows.

• Refusal of Service: We reserve the right to refuse service if we encounter anything posing a threat to our technicians.

5. Happiness Guarantee & Refunds

• Guarantee: We do not offer refunds as cleaning is a subjective labor service. However, if you are unsatisfied, contact us before 11:00 AM the following business day (or 11:00 AM Monday for Friday cleans). We will return to re-clean the area at no additional cost.

6. Breakage & Valuables

• Policy: Breakage must be reported within 7 days. Verified negligence by our staff results in reimbursement or restoration up to $100.00 per item.

• Exclusions: We are not responsible for unstable or delicate objects (top-heavy items, improperly hung pictures, brittle window blinds).

• Valuables: Please secure money, credit cards, and checkbooks. We are not responsible for missing currency. Notify the office of any collectibles you wish for us to skip.

7. Technology & Quality Control

• Notifications: You will receive automated reminders 3 days prior and 1 day prior via text/email. You may also receive a follow-up survey.

• Inspections: A supervisor may enter the home after a team leaves to conduct a quality inspection.

8. Non-Solicitation of Employees

Our staff signs a Non-Compete agreement. You agree not to hire past or present EcoCleanBay staff for a period of 2 years following their last service date. Hiring a staff member privately results in a $2,500.00 placement fee due immediately.