Terms Of Service
By using this website to book service, you agree to comply to be bound by these terms & conditions if you do not agree to these terms & conditions, do not book service with us.
Booking Confirmation
Booking service online doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.
In order to reserve your cleaning date and time, a deposit of 20% of total booking will be applied.
This fee is NON-REFUNDABLE but deductible from the total cleaning price.
WE REQUIRE AT LEAST 48 HOURS OF NOTICE (this is to secure jobs for our cleaners for the next day and will give us time to find a replacement job in case you cancel or reschedule)
The 20% of total booking confirmation fee will automatically convert into a cancellation fee in case you fail to notify us 48 hours before your scheduled appointment. The 20% is non-refundable which means you will have to pay another deposit when booking again.
The client can only reschedule their cleaning 24 hours prior to their scheduled appointment with a maximum of 5 counts. More than 5 will forfeit their 20% of total bill and will automatically convert it to a cancelation fee.
Card Hold
Upon completion of the cleaning, your card will be charged the full amount. Initially, a hold for the total cost will appear as ‘pending’ on your card. If you cancel less than 48 hours before the scheduled cleaning, a cancellation fee of 20% will be retained. The remaining 80% will be released back to your card a few days after.
To ensure seamless payment, we place a hold on the full amount, mirroring the practice of hotels during check-in. While you aren’t charged until the service is completed, this hold guarantees payment readiness, preventing any denial of payment.
Cleaning Crew
We always work with teams of two, occasionally more cleaners may be needed due to the complexity of work or busy schedule. We do our best to limit the rotation of cleaners in your home while still providing sufficient cross-training to our cleaning technicians.
Our employees have been rigorously background screened & drug tested prior to working with us, you can rest assured all our staff has integrity and is held accountable.
Right To Refuse Service
We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter & disconnected utilities.
Our employees have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee.
Cleaning Day Preparation
Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, countertops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.
Pets
We will gladly work around pets. We ask that indoor activity be limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Ivory Estate Cleaning reserves the right to remove its employees from your home.
Our employees are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.
Service Fees
Please remember we give these instant prices based on years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know if we are unable to reach you, the crew will have to leave & you will be charged the cancellation fee.
We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards, Ivory Estate Cleaning will contact the client to discuss price or service revisions if the cleaning time differs drastically from the original bid.
Payments
Payments must be made on the day of cleaning by check, cash, or credit card.
Refund Policy
We do not offer refunds, we have built our business providing our clients with the best possible service available, still, we realize that we are human, and things will from time to time, should this happen email or call us within 24 hours & we will rectify the error at no charge.
Recurring Service Discount
Recurring discounts start AFTER the first cleaning service, if you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency
Rate Increases
Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc.
Customer rate shall be increased annually, by an amount not to exceed 8% of the client’s current rate.
Lockouts
The client shall make the service location accessible to Ivory Estate Cleaning Service personnel on the scheduled service day. If the team is locked out of the Client’s home, every effort will be made to establish contact with the Client to arrange for entry into the home, If contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged 20%of total late cancellation fee, this fee is necessary to compensate the employees for unexpected lost revenue & time travel, to avoid the fee provide us with a key or code to gain entry to your home.
Rescheduling & Cancellations
Service reliability is extremely important because we reserve a time, especially for you. We request that you give us a minimum of 24 Hrs. advance notice if you need to cancel or reschedule for any reason to avoid incurring a $70 cancellation fee.
Alarm
If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change please let us know so you do not incur a lockout charge
Use Of Homeowner’s Vacuum or Washing/Drying Machine or Dishwasher
If you request to use your vacuum or washing products for dishes and lien, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces.
Cleaning Supplies
We provide the equipment & products needed to thoroughly clean your home, if you require us to use green cleaning products only, please let us know before we start the service.
If you require to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.
Items We Cannot Clean
Mold removal is a specialty, we cannot be liable for any mold-related risks in clients’ homes.
We cannot clean hoarding homes or areas containing any animals & humans’ body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions.
Unreachable Areas & Heavy Items
For safety & liability reasons our employees can’t climb higher than a step stool or work outside of your home. Cleaners can’t move objects more than 35 pounds, if you would like to clean behind heavy objects, please move them prior to cleaning.
Breakage/Damage & Loss Policy
While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home, we carry insurance for damage or breakage caused by our cleaners.
We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following
- Artwork, Collectibles & Family Heirlooms: These items are expensive & impossible to replace, The client should point out such items to us before starting service, Please advise us how you would like your fragile items handled & their care.
Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.
Cleaners Arrival Window
We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices & avoid trip fees, if you require a specific time we will make every effort to accommodate your request, however, no times are guaranteed.
Due to the unpredictable nature of our business & unforeseen circumstances traffic jams, weather, and mechanical problems, allow us the flexibility of scheduling our cleaning between the windows of 8:00 am to 11:00 am & from 11:00 am to 3:00 pm.
We generally do not run more than 30 minutes earlier nor more than 45 minutes later than the scheduled appointment time, if we are running late we will call you and/or text you.
Holidays
Ivory Estate Cleaning does not do holiday visits.
If your scheduled day falls on a holiday, we will contact you to reschedule, the following holidays will be observed:
- Independence Day
- Thanksgiving
- Black Friday
- Christmas Eve
- Christmas Day
- New Year Eve
- New Year Day
Inclement Weather
We will be closed for business when weather conditions prevent Haywood and Bumcombe County School Districts from opening.
Keys
At Ivory Estate Cleaning, we prioritize the security of our clients’ homes. Instead of us holding the keys, we kindly request that our customers provide a lockbox where you can store your house key securely inside the lockbox outside your residence.
Once we finish the cleaning service, we will return the key to the lockbox and lock it securely. By following this procedure, we aim to ensure the safety of our client’s homes while still providing convenient access for our cleaning team.
In the unfortunate event that a client chooses to leave a door unlocked or place a key in an unsecured location, Ivory Estate Cleaning Service cannot be held liable for any damages or theft that may occur.
Non-Solicitation Of Ivory Estate Cleaning Employees
As our customer, we ask that you agree not to solicit or hire any of our cleaning employees to work directly for you. Our professional cleaners are background checked, their references verified & have completed comprehensive cleaning training. Significant time, resources & money are invested in each new employee before we allow them to enter our customer’s homes.
Governing Law
Any claim relating to Ivory Estate Cleaning website shall be governed by the laws of the State of North Carolina without regard to its conflict of law provisions.
We have made every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.
Ivory Estate Cleaning LLC reserves the right to change these terms & conditions at any time without prior notice to you
© 2023 Ivory Estate Cleaning LLC
