CLIENT AGREEMENT & TERMS OF SERVICE

v9-2021

GUARANTEE OF SERVICE: If you are not completely satisfied with your cleaning, simply inform the us within 24 hours of your service and we will happily re-clean the area of concern at no charge to you. It is important that we observe the area of concern within the 24 hour time frame to pinpoint the problem accurately and correct it for you. We always welcome any comments that may help us improve our service to you. After every service, you will receive a text or email link to rate your cleaning. This process is quick and easy and is a critical ingredient of our partnership. Our Technicians depend on your honest rating and feedback to be able to deliver an “above-average” cleaning experience for you.

TEAM & TECHNICIAN ASSIGNMENT: We make every effort to send a consistent Technician(s) to your home each time. Occasionally there may be a change in Technicians due to illness, days off, vacation, or change of employment status. In the event of such an occurrence, we will find a suitable replacement Technician to assign to your home. Hand-I-Maids provides an extensive training program to each of our Technicians to ensure consistent cleaning techniques.

KEYS AND ALARM SYSTEMS: We recommend that if you can not be home for your cleaning, that you provide a key lock box outside of your home or alternate method of entry for your Technician. If an alarm system requires more than a numeric code to activate/deactivate, we prefer that the alarm be left off on the day of the cleaning. We cannot be responsible for activating alarm systems. We want to save you time, not make you waste it waiting for us to arrive.

CANCELLATION / LOCK-OUT POLICY: If it is necessary for a Client to cancel or “skip” any scheduled cleaning day, please notify the Hand-I-Maids office 48 hours (2 business days) prior to the scheduled day. That will allow us time to open up your reserved appointment slot to another appointment so your Technician is not without work. If Hand-I-Maids receive less than 2 business days’ notice, or can’t access your home, you will be charged the full price of your cleaning. To ensure that all your needs are addressed, please correspond all requests and changes directly to the Hand-I-Maids office by phone at 804-330-0270 or email: office@handimaidsinc.com. Recurring appointments may be rescheduled or skipped with the appropriate notice. Please note that when rescheduling or skipping recurring cleanings, additional cleaning time and a “Frequency Adjustment Fee” of $25 will be added to the next service visit. Skipping a monthly visit may require additional cleaning times and adjustments to catch the home up to your standard frequency level.

SCHEDULES & ARRIVAL TIMES: We strive to provide consistent, recurring schedule days for your convenience. Schedules are issued based on frequency, work load, & availability in your area and may be subject to change from time to time. On the day of your service, if you wish to wait for your Technician to arrive give them access to your home, please realize that we can only give an arrival window of about 4 hours, such as 9 am -1:00 pm or 11am – 3:00 pm, 1-business day prior to your appointment. We make every effort to honor clients’ requested time and days, however it is not always possible. Many things can affect our schedules, such as cancellations, staffing changes or illnesses. Scheduled cleanings that fall on major holidays will be rescheduled to a mutually convenient time.

PAYMENTS: For your convenience, Hand-I-Maids accepts all major credit card. All clients are required to provide a credit card on file to hold their scheduled cleanings. Payment is due at the time of service. On the date of your service, Hand-I-Maids will charge your card for that day’s service and any outstanding charges. A $15 late fee will be incurred if payment is not made on the scheduled service day, and a $35.00 fee is applied to all returned checks.

TIPPING: Your Cleaning Technician(s) do appreciate gratuity for excellent service, however it is not required. For your convenience, we offer recurring tip options or you may add a tip on the scorecard you receive after each service. Cash tips are also permissible, however paying cash or gratuity directly to a Technician in exchange for work not authorized by the Hand-I-Maids office is a violation of this client agreement as well as our Employee agreement.

PRICING: We strive to offer competitive rates for our cleaning times. Service pricing is a combination of size of the home, furnishings & lifestyle, location, cleaning duration and frequency. We rotate the cleaning tasks of some areas based on the frequency of your service to offer you a competitive rate. Thorough Spring Cleanings are recommended 1-2 times a year for some homes depending on frequency of service and conditions; however, they are usually not required. All client rates are routinely audited to ensure that we are providing services at our current average hourly rate. Customization of cleaning plan outside of our routine may be reflected in rates. It is presumed that the house will be picked up prior to service to allow the Technicians access to all areas to be cleaned. Increased straightening time, renovations, & other changes to your home may add to the
overall time of the cleaning, therefore may result in a pricing change. HandiMaids reserves the right to adjust pricing or terminate service at anytime.

PETS: You can feel safe knowing our Technicians will lovingly work around your pets during your visit. However, if you have an aggressive pet who may pose a problem, we ask that you make arrangements for the pet to be confined or kept outside so we may complete your home cleaning safely. It is also our policy to not clean up any pet feces or urine. Carpets with urine stains will damage our equipment and therefore will not be cleaned unless the client supplies their own vacuum.

REFERRAL FEE: We invest deeply to recruit & train exceptional individuals to provide your cleaning services. Your Technician has signed a non-compete agreement with our company. Should you wish to hire a present or past Hand-I-Maids Associate for any home-related service outside of your agreement with Hand-I-Maids, our referral fee is $2,500. This fee is due within 30 days of notification from Hand-I-Maids. If the fee is not paid, Hand-I-Maids reserves the right to pursue other methods of collection. For the benefit of our relationship, clients & cleaning Technicians are not allowed to have any business relationship outside of the Hand-I-Maids service; this includes offering cash payments for additional work not outlined on the work order. Doing so could lead to termination of the Technician and services.

BREAKAGE & LOSS POLICY: We will make every reasonable effort to repair or replace any damages that occur due to our negligence. However, we can not be responsible for items previously broken or damaged due to improper installation or negligence by the client to maintain household installations. We also ask that if you have any heirlooms, one of a kind or irreplaceable items; that you put them away or provide us with instructions not to touch these items.  Our liability insurance covers any breakages or loss that may occur during a scheduled service. Items excluded from liability are; cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics. Notification of damages must be made to the Hand-I-Maids office within 48 hours of service. We are a licensed, bonded, & insured professional service organization.

SPECIALIZED CHEMICALS AND EQUIPMENT: Our Technicians come prepared to service your home with all necessary tools and products. In the event you wish to use a specialized cleaning product or equipment to reduce the chance of cross contamination (such as toilet brushes), please notify the office and let us know where the product is stored and any special instructions for its use. By signing this agreement, you agree to hold Hand-I-Maids harmless from damages to your personal equipment (vacuums, etc.) and damages due to use of caustic chemicals such as bleach, etc. Specialized products and equipment will not be replenished or serviced by Hand-I-Maids and will remain the responsibility & property of the client.

SPECIAL REQUESTS: Our Technician s are happy to follow any instructions or requests that you may have on any particular cleaning day assuming they fall within the guidelines of your original agreement. However, any additional services outside of your original agreement (ex: cleaning of additional rooms, etc) must be communicated to the office prior to service and so that we can be sure the proper time is allotted and we have the necessary supplies. Cleaning Technicians may not add additional cleaning tasks or alter the work order without permission from our office.

SAFETY: The safety of our Technicians & Clients are a top priority for Hand-I-Maids. Items that may not be reached by climbing on a 2-step foot ladder will only be dusted with an extension duster. We can only move light pieces of furniture that are under 25 lbs. During your service visit, we ask that Clients keep their home at a reasonable temperature as well as notify the office of any potentially dangerous obstacles in the home such as broken or damaged items or toxic or dangerous fumes such as fresh paint or lacquer. If our Technicians are subjected to dangerous conditions or circumstances including rude or disruptive behavior and/or harassment of any kind, Hand-I-Maids reserves the right to discontinue service the client’s home without notice.

HANDIMAIDS COVID-19 SAFETY & SERVICE ENHANCEMENTS: We take a number of COVID-19 specific safety precautions including the use of additional PPE, additional sanitizing of high-touch surfaces in the home, sanitizing of equipment and modified operations practices to enable compliance with current CDC guidance. All HandiMaids employees have participated in an in-depth Covid19 training and are a––sked to stay home if they are not feeling well. However, your home is our jobsite and we ask for your help to create a safe work environment. We ask that all clients observe the following: 1. If you are sick, or may have been exposed to someone who has tested positive to COVID 19, we ask that you reschedule your visit. (Our employees undergo a similar screening every day). Also, please let us know if you are in a higher-risk category so we can recommend additional precautions. 2. We ask that you keep a distance of at least 6 feet between yourself and our cleaning staff when they are in your home. 3. Face Masks
may help prevent the spread of germs, but also do pose a health hazard to some individuals when performing labor-intensive work. On request or by personal choice, our staff will gladly wear facemasks when they enter your home and when in contact with you or your family. 4. Social distancing please. We ask that to the greatest extent possible you stay in a separate room or part of the house from our staff while they are working. 5. We do NOT provide scheduling based on the vaccination status of a client or employee as neither status guarantees safety from transmission of Covid 19 or other variants.