OCCUPANCY For Move-In/-Out cleans we ask that home is vacant. For routine cleans/deep cleans, we kindly ask that homeowners and occupants are in a space separate from the area being serviced if they wish to remain home during the clean. DISHES/CLUTTER In order to avoid unnecessary labor costs it is recommended to conduct a walk-through of the home to declutter non-decorative/functional items. This will allow our team to work thoroughly and efficiently. We also kindly ask that sinks are empty of dishes. POTENTIAL COST ADJUSTMENTS Quotes are based on projected labor and consumable costs. The following conditions can affect budgeted labor hours and product costs. Neglected clean over extended periods Massive accumulation of pet hair Cleaning up after parties/events Contractor dust Adding additional scope of services not contained within the quote ROUTINE CLEANING ONLY - MONTH TO MONTH SERVICE AGREEMENT & PREFERRED CLIENT DISCOUNT Client may opt into services without contractual commitment to a month to month agreement. Client may opt into a month to month service agreement at a preferred discount of 10% in exchange for a 30 day notice to cancel services. 48 HOUR CANCELLATION POLICY Should client request to reschedule or cancel services for the day, Polished Housekeeping Services requests a 48 hour notice given to management to cancel or reschedule without penalty. Penalty for late cancellation is a $75 fee for routine services and $150 fee for Move In/Out Services or services valued over $300. A 72 hour appointment reminder will be sent to client as a courtesy to make any last minute schedule adjustments. LOCK OUTS If staff does not have access to client's home on the day and scheduled time of service, Polished Housekeeping Services will charge a $100 lock-out fee. Please ensure that lock/combo changes are communicated with management. It is recommended to leave a spare key in a hidden place in the event key-pads freeze or are rendered ineffective. LAST MINUTE SERVICE ADJUSTMENTS Please ensure any and all adjustments to scope of services are communicated with operations 24 hours prior to scheduled service date. This will ensure that the staff has adequate time to adjust staffing and invoicing if necessary. Last minute adjustments can not be guaranteed. MOVING FURNITURE Due to insurance regulations and in order to protect the home's floors, Polished Housekeeping Services does not lift or move couches, beds, dressers, end tables, dining tables, desks, consoles, or decorative items weighing more than 25 lbs. If client would like cleaning around and underneath furniture Polished will gladly crevice/microfiber mop around heavier objects. SAFETY PROTOCOL Pets: For the health and safety of pets and effectiveness of the clean pets - specifically dogs - are to remain separate from the service area. In the event of an animal bite/attack, the client/homeowner's insurance assumes full liability for any and all harm incurred to staff due to incident. Firearms/weapons: No weapons shall be left out in the open in the service area. If a fire-arm is not properly contained in a safe, drawer, rack, or mount, Polished Housekeeping Services will assume the weapon is hot and will cease service of the room containing the weapon. Due to client negligence no credit/reimbursement will be provided by Polished Housekeeping Services for the room containing the firearm if the situation is not immediately rectified upon notification. Under no circumstance is Polished Housekeeping Services responsible for dusting, cleaning, or moving weapons/fire-arms. In any event that a staff member becomes physically injured from a client's negligence, client assumes full responsibility for any damages incurred. Biohazards: *PLEASE READ CAREFULLY* Cleaning companies that are not classified as "restoration services" - including Polished Housekeeping Services - are not licensed or insured to clean biohazardous material. Such cleaning requires specific processes, chemicals, and personal protective equipment. Should Polished Housekeeping Services encounter a biohazard the staff will notify the client and conduct appropriate measure which may include vacating the area. Should staff be required to vacate, refund will not be guaranteed. The following are considered to be biohazardous according to OSHA regulations. 💩 Human excrement/urine uncontained in toilet bowl 🩸 Used feminine products that are not properly discarded in waste bin 🤮 Vomit - human or animal 🐕 Animal excrement, animal urine including rodent feces 🐁 Dead animal carcases (rats, mice, bats, chipmunks, birds, etc) 🩸 Blood - human or animal 💉 Discarded/used needles, syringes ⚫ Stachybotrysatra (Black mold) 🛏️ Bed bugs 🪳 Insect infestations 🦠 Airborne pathogens/diseases 😷 Any hazard defined by OSHA requiring special PPE to clean - PPE other than gloves/basic face mask *Full liability for neglect based injuries/serious medical conditions - All injuries incurred to staff due to homeowner/tenant neglect - icy walkways, bio-hazards, unsafe floor-boards, unsecured objects, viscous animals, firearms, or any other home neglect based injury are considered the fault of the home-owner/tenant. In the event that home-owner/tenant neglect causes injury/ medical condition to staff, homeowner/tenant assumes financial responsibility for any unused services for that day as well as medical bills damages. Polished Housekeeping Services and their insure-er(s) are not to be held liable in any way for homeowner neglect. INCLEMENT WEATHER In the event of a snow storm kindly ensure that the designated parking area and paths for cleaners to enter/exit are properly shoveled, sanded, and /or salted. If road conditions prohibit safe travel, Polished Housekeeping Services will reschedule services for a different day as close to the regularly scheduled appointment as possible and at the client’s convenience. PAYMENT All major forms of debit/credit preferred. Please do not hand checks/cash to staff. Checks to be made out to Polished Housekeeping Services and mailed to 25 Orchard View Drive, Londonderry, NH 03053. Check must arrive within late fee deadline to avoid incurring late fee(s). PAYMENT DEADLINE All payments are due on the day of service. Additional late fees in the amount of $20 for routine services and $50 for Move In/Out Services, or services exceeding $300 will be added for non-payment 5 business days after payment due date. Every 30 days there-after an additional $20 late fee will incur. To avoid late fees, simply provide form of payment upon proposal acceptance to be run on the day of service. REFUNDS To ensure client satisfaction Polished Housekeeping Services has a “Be-Back” policy. This means that if we somehow missed an item listed in our scope of services we will come back to fix our mistake at the client’s convenience and at no additional charge. We do not, however, provide full or partial refunds. TIPS Clients often like to leave a 15-20% gratuity for their cleaner(s). Tips can be added through Polished's invoicing software at the end of service. Tipping is never mandatory but always appreciated. 100% of tips go directly to the cleaning staff. INSURANCE Polished Housekeeping Services is fully insured for residential cleaning services and happy to provide homeowner with a copy of the COI upon request. Polished Housekeeping Services assumes liability for any cleaning-related non-homeowner neglect based harm to staff or homeowner property. Polished Housekeeping Services does not assume liability for home-owner requests that are not compliant with insurance. IMPORTANT: Acceptance of Proposal and use of Polished Housekeeping Service's cleaning services demonstrates agreement on behalf of the client to conduct business in accordance with aforementioned practices at the rate agreed upon in the proposal along with incurred labor costs for any requested additional scope of services.