POLICIES

Cleaning Supplies: Customers are required to supply and maintain cleaning products. In the event that adequate supplies are not made available, The Castle Keepers will provide the necessary supplies to complete the scheduled cleaning and an additional charge for products will be assessed. The Castle Keepers will leave any empty/low supply products in an agreed upon designated location for replenishment by the customer prior to the next scheduled clean.

Payments: The Castle Keepers require payment in the form of a check, cash and/or money order upon arrival and/or completion of work. If payment is not made at the time of a scheduled clean, a $35.00 service charge will be added and/or The Castle Keepers reserve the right to refuse scheduled service. In the event of a returned check, a $50.00 service fee will be added. The Castle Keepers reserve the right to refuse future payments in the form of a personal check if a past payment is returned due to insufficient funds.

Cleaning fees are subject to an annual increase, and notice will be provided in advance.

Lock Outs / No Authorized Person 18+ Home: In the event that The Castle Keepers can not access your home, customers will be required to pay the full price of the scheduled clean. * The Castle Keepers reserve the right to refuse services if a minor under the age of 18 is left home without prior knowledge and/or arrangements.

*Cancellations / Schedule Change Requests: The Castle Keepers require as much advance notice as possible in order to make the necessary schedule adjustments for other customers who’s time slots for our arrival would be affected.

In the Event Of An ‘Advance Notice' Cancellation, The Castle Keepers will apply a ‘Missed Clean’ fee of 50% for the next clean. Example: If your clean is $100 per visit, your next clean would be $150 as the house would require additional time, and effort to get it back to where it was prior to the cancellation.

In the Event Of A ‘Same Day’ ( No Notice ) Cancellation the ‘Missed Clean’ fee is 100%. Example: If your clean is $100 per visit, your next clean is $200.

*Inclement Weather: ( Snow/Ice Storms / Excessive Heat )

In the event of inclement weather, and The Castle Keepers are working, we will make every reasonable attempt to accommodate our customers. All snow and/or ice on driveways and walkways must be cleared to ensure the safety of our employees. If driveways and walkways are not properly treated and/or cleared, The Castle Keepers reserve the right to charge the full price of the “missed clean” due to safety concerns. Also, please note, that if temperatures reach 90+ in homes that do not have air conditioning, or if a customer has air conditioning and has not provided a safe working environment ( i.e. does not have the air conditioning on ) The Castle Keepers reserve the same right to charge the full price of the “missed clean” due to an unhealthy work environment.

If The Castle Keepers Cancel the ‘Missed Clean’ fee does NOT apply

*Confirming Your Scheduled Clean: ‘Cleaning Reminder’ texts are sent out the day before a scheduled clean to remind & confirm that the client is ready, and their home is properly prepared to be cleaned. If a return confirmation text is not received by 5pm, that appointment will be cancelled, and the client is responsible to pay the full price of the scheduled clean.

* Scheduling: Due to additional customer requests, unforeseen circumstances, traffic and/or inclement weather conditions, The Castle Keepers cannot guarantee an exact arrival time to your home.

*Illness: Due to the nature of our industry and our interaction with customers, The Castle Keepers require notification of any contagious illnesses prior to arrival of a scheduled appointment. The Castle Keepers reserve the right to refuse service based on illness due to contracting and/or transferring illnesses to our customers. In addition, if The Castle Keepers are not properly informed of any contagious illnesses, fees, and or cancellation of services may result.

*Vacations: The Castle Keepers require 30 day notification. This will allow for scheduling adjustments and assist in accommodating our customers. In the event that proper notification is not given, the customer is responsible to compensate The Castle Keepers for the full price of a missed appointment.

*Holidays: In the event that your scheduled clean falls on one or more of the following holidays, The Castle Keepers will make every attempt to accommodate your cleaning needs for those holidays, which would require an adjustment to the set schedule.

New Years Day Thanksgiving/Day After

Memorial Day Christmas Eve

Independence Day Christmas Day/Day After

Labor Day

*Preparing Your Home: All customers are required to make all agreed upon surfaces available for cleaning. To include kitchen sink, counters, bath tub/shower & vanities.

We require that any items that are deemed priceless, very high valued, or irreplaceable/sentimental be put away PRIOR to our arrival. Also, please note that we DO NOT clean inside of any Curio/China cabinets.

Wall hangings, lights, shelves, etc. that are improperly hung or loose which could fall ARE NOT our responsibility.

Please ensure that plumbing is in good working condition. Clogs and drainage issues are expected to be maintained by the home owner as needed for our cleaning teams to perform their duties to the fullest.

We DO NOT exterminate bugs.

We DO NOT clean mouse/rat droppings

We DO NOT remediate mold

Surface cleans DO NOT include the inside of Refrigerator, Ovens, or the washing of walls and/or woodwork. These services require an additional fee.

The Castle Keepers DO NOT clean Large Screen TV’s, Computer Monitors, empty diaper pails, or recycling.

Due to liability, and the care of our cleaning equipment, Fireplaces are not the responsibility of The Castle Keepers. It is the sole responsibility of the home owner to maintain, and remove all fireplace ashes.

All Candles Must Be Extinguished Before We Arrive. This includes conventional candles as well as wax candle melts/plug-ins. The Castle Keepers are not responsible for, or the cleanup of any spilled wax on any/all surfaces.

The Castle Keepers Are NOT responsible for glass shower doors or enclosures. Tempered glass is always subject to shattering without notice, or provocation.

Additional service requests, and/or a change in the scope of agreed upon work MUST be discussed and approved prior to our arrival. Additional fees may apply.

In the event that a customer notices something was not to his/her satisfaction, they MUST notify The Castle Keepers within 24hours.

Furniture: The Castle keepers are not responsible for moving furniture over 35lbs.

Firearms: Must be in a locked secured location.

Ladders: Due to liability, The Castle Keepers will not work on ladders. Step stools and/or

extension dusters ( provided by customer ) will be used for ceilings, ceiling fans, book shelves, pictures, etc…

Pets: The Castle Keepers are pet friendly, however we are not responsible for the behavior or attitude of your pet(s). The client agrees to take full financial responsibility for any animal attacks sustained by any Castle Keeper employee while on the clients property. The customer is responsible for cleaning all litter boxes, water / food bowls, and clean any pet accidents in the home, to include dog drool on floors and walls. In addition: We ARE NOT responsible any pets who exit the home upon our cleaning teams entrance or exit.

Fees: The Castle Keepers reserve the right to adjust fees according for additional service requests and/or operational costs.

Emergency Number: In the event of an emergency, please use the following numbers

Victoria’s Cell Phone - 978-580-5908

David’s Cell Phone – 978-580-5907

Policies and Procedures: Are subject to change without prior notice

Cancellation of Service: The Castle Keepers require 30 Day written notice of cancellation of service.