Nooks & Crannies Policies
By hiring Nooks & Crannies, you agree to our policies and procedures, listed below. These policies are subject to change.
Our Guarantee to You
100% Satisfaction Guaranteed! If something does not meet your approval for any reason, please inform our office within 24 hours. We’ll make arrangements to have the problem corrected at no additional cost*. We guarantee to have your concerns addressed as soon as possible. All calls and appointments will be scheduled during business hours only. Nooks & Crannies will only guarantee work that was completed and paid for by the client.
*This is for NON-hourly cleaning service only. For per-hour cleaning service, you may elect to have us come back at an additional cost unless the problem was not time-related.
Most customers give us a key to their home or a code to the garage, but other entry methods can be agreed upon. All keys are marked for identification and secured when not issued to the cleaning supervisor. Your security is an important matter at Nooks & Crannies. Our policy is to lock the door while cleaning and not allow access to unknown people. For safety reasons, please don’t rely on our cleaning professionals to let in workmen when we are in your home.
Since we do not bill our clients, we appreciate full payment on the day service is performed. Payment by cash or check (made out to Nooks & Crannies Cleaning) should be left on the kitchen counter. You may also pay on our website (click “Make a Payment”) by credit card through PayPal. A $30.00 fee will be charged for any returned checks, in addition to any other fees charged by the banks. In the event of an overdue balance, the account will be transferred to a collection firm. You agree to pay any and all attorney fees, court costs, and interest accrued in efforts to collect the overdue amount. Any and all legal means will be utilized to collect past due balances. All prior balances must be cleared before the next service. If you do not leave payment on your cleaning day and do not let us know, we will invoice you. There will be a $2 late payment fee for each invoice after the first invoice.
JOB START/END TIMES
For hourly jobs, we charge from the time we arrive on the premises, which includes unloading of our supplies and equipment from our vehicle to the time we have finished cleaning, including the loading of supplies back into our vehicle. Please understand that if your contract is not for a specified hourly amount, our fees are per job, not per hour. Each job and each visit will vary in time depending on many factors, such as your home’s condition. Additionally, some of our team members are more efficient than average and are paid accordingly. Because of this, these team members will appear to have a higher hourly rate.
The only appointment time that we can absolutely guarantee is the first one of the day, either 8:45 or 9:00, depending on your location. After that, the teams may get off schedule if a customer before you needs a little extra time because they had a party or a little less time because perhaps they were out of town. If you have a later time, you can usually expect your team to arrive within a 15-minute window unless you are notified otherwise. Please note that your appointment may very likely change times if you choose to accept a later appointment. We always do our best to stay on schedule. If your team is running early or late, they’ll call you as soon as they know to make sure it’s okay. We can also reschedule for your convenience if necessary.
CLEANING FEE INCREASES
Nooks & Crannies reserves the right to reevaluate rates at any time based on the time, supplies, and effort required to perform our best service to meet your standards. We closely monitor the cleaning time for the first two months of service and perform spot assessments after that. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.
LATE CANCELLATIONS/LOCKOUT FEES
We understand schedules change. We ask that you give us at least 24 hours’ notice before your scheduled cleaning to cancel or reschedule. Cancellations with fewer than 24 hours’ notice are subject to a $30 cancellation fee. The same fee will be charged when we cannot access your home if you have chosen not to leave the company your key. For Monday appointments, please call our office by noon of the preceding Friday. If you wish to cancel or change your service by email, please do so at least three days in advance.
If someone in your home is sick (contagious), please contact our office to reschedule your cleaning. Please try to give 24 hours’ notice, if possible.
Please call us in advance for special requests (i.e., after construction, refrigerator cleaning, inside an oven, inside windows, basements, garages, or extra rooms). This way, we can schedule the appropriate time needed to complete these tasks. Extra tasks are often billed hourly at $40 per hour, per person. Certain tasks can be quoted a set fee over the phone.
CLUTTER/ HOUSE PREP
Although you do not need to clean for us, we appreciate it if items are picked up off the floor and dressers and counters are organized before we arrive. This allows the cleaning staff to clean more thoroughly and quickly. Also, please secure cash, jewelry, and other small valuables. In the summer months, we also ask that you set your air conditioner at an appropriate temperature. In the winter months, we would appreciate that sidewalks and driveways are cleared, so our cleaning professionals can safely gain access to your home. If you do not want a particular room cleaned for any reason, please notify us if possible and/or leave a note or close the door of that specific room. Also, please keep in mind, the neater more “picked-up” your house is, the deeper we can clean. If we must organize and move lots of toys, objects, or clutter, we will have less time to thoroughly clean.
Because of the nature of our business, our staff is required to touch virtually everything in your home. We are as careful as possible; however, accidents can happen. If something is damaged while our team is cleaning your home, our staff members are instructed to leave a note advising you of the incident. The office will also follow up with a phone call to determine the best course of action. In the event an item is damaged or broken, we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items destroyed must be demonstrated so that a settlement may be determined. Nooks & Crannies is not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home require this type of attention. Examples would be broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet, etc. All surfaces (marble, granite, etc.) are assumed to be sealed and ready to clean without causing harm.
Nooks & Crannies is not responsible for damage due to special requests made by the customer. For example, while we make a concerted effort to vacuum and dust under and around all objects in your home, we will not move large or heavy furniture (armoires, bookshelves, and in some cases, sofas, beds, and tables). If the customer requests that we move large furniture, the customer accepts responsibility for any and all damage that may result from their request. This may include, but is not limited to, scratches on the floor, broken items, etc.
The most tragic form of damage is something irreplaceable, either monetary or sentimentally valued. Rather than be sorry, the safest way to protect these items is to store them away on the cleaning day or instruct us not to clean such items.
Also, please be sure to secure small items which could be lost or sucked up into the vacuum. This may include rings or other jewelry, small toys, or other important items.
Pets are not a problem. However, we do need to know if you have them and any guidelines about them. Also, if any pet is aggressive or may get in the way of our cleaning team, we ask that you secure them while we are cleaning your home. We also ask that if you have a pet that may bolt outside when the door is open, you secure them in a safe area of your home. If they are friendly, we will be happy to clean around them. Our teams are instructed not to enter a house if they believe an animal may pose a threat. Please remember that pets may behave differently if a family member is not present.
ITEMS THAT WE WILL NOT CLEAN/CANNOT DO
We have instructed our staff to leave certain items untouched, such as items or areas containing any bodily fluids or excretions, and inside litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from thoroughly cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note or call you regarding the problem. We do not clean inside curio cabinets unless you specifically instruct us to. If you have other items that you prefer we not clean or handle, please call the office, and we will arrange to avoid those items. Our staff cannot climb higher than a step stool, work on the outside of your home, move furniture that contains electronics or lift any objects over 20 pounds. If you would like us to move large furniture, you accept responsibility for damage which may occur from this.
Although a gratuity is not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with a tip. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team (preferred method) or add the gratuity to your payment by specifying the amount on the check. Gratuities may also be accepted on credit card payments. If you leave a check for a greater amount than your contract states, we will assume that the extra amount is a tip. If you do not remember the amount on your contact, please contact our office.
In severe or inclement weather, we may determine it is not safe to travel and/or carry equipment and supplies to your home and may opt to reschedule your appointment for the safety of our employees. Please assist us with your understanding in rescheduling.
We do not provide service on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day. We will contact you ahead of time to arrange an alternate day for that week if your cleaning day falls on a day that we are closed. Our holiday schedule is generally very full; you may wish to contact our office 6-8 weeks ahead of time to reschedule your cleaning.