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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.
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 payments in the form of a personal check if a payment is returned due to insufficient funds.
*In The Event A Customer Cancels A Scheduled Clean:
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 time would be effected. In that case, a 'Missed Clean' fee of 50% will be applied to the next clean. Example: If your clean is $100, your next clean will be $150 as the home 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' cancellation, the 'Missed Clean' fee is 100% as we determine staffing based on the number of cleans scheduled for that day.
*** This policy DOES NOT apply in the event The Castle Keepers cancel a scheduled clean ***
Lock Outs / No Authorized Person Home:
In the event that The Castle Keepers can not access your home, it will be necessary to charge the full price of your cleaning. 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. Finally The Castle Keepers will not clean, and will charge full price for the clean if a minor is left home unsupervised. Any person in the home must be 18 years of age or accompanied by an adult.
*Illness: ( In the event a clean is cancelled due to illness the 'Missed Clean' payment policy applies )
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.
* Cancellation of Service:
The Castle Keepers require 30 Day notice of cancellation of service.
In the event of inclement weather, The Castle Keepers will make every attempt to fulfill its scheduled day(s). If it is necessary to cancel an appointment, The Castle Keepers will make every reasonable effort to accommodate its customers.
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.
The Castle Keepers are also required to provide proper notification of our vacation schedules. The Castle Keepers schedule two weeks vacation per year. *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.
*The Castle Keepers are closed one week during the summer. Typically the first week of August
***The Castle Keepers are closed Christmas Eve thru New Years Day
*Below are the holidays The Castle Keepers observe. In the event your scheduled clean falls on one of these days, we will by-pass that clean, and return on your next scheduled cleaning date. ( example: if you are weekly, we'd return the following week. If you are on a bi-weekly schedule, we'd return in two weeks )
*New Years Day
*Thanksgiving / Day After Thanksgiving
***Christmas Eve Through New Years Day ( See vacation schedule above )
Preparing Your Home:
All customers are required to make all agreed upon surfaces available for cleaning. To include kitchen sink, bath tub/shower * Surface cleans do not include the inside of Refrigerator or Ovens. These services require an additional fee
*Due to liability, and the care and maintenance of our cleaning equipment, The Castle Keepers are not responsible to clean, nor maintain Fireplaces (ashes or contents)
The Castle keepers are not responsible for moving furniture over 35lbs.
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…
The Castle Keepers are not responsible for the behavior or attitude of your pet(s).
In addition, the customer is responsible for cleaning all litter boxes, water / food bowls and clean any pet accidents in the home.
The Castle Keepers reserve the right to adjust fees according to additional service requests and/or operational costs.
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: Updated Change
Are subject to change without prior notice, but will be communicated in a timely fashion.
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