Policies
Service Policies and Procedures |
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SATISFACTION GUARANTEE: MTO strives to provide the highest quality house cleaning service, however we are human and we do occasionally make mistakes. Please call us within 48 hours of your cleaning appointment if you are unhappy with the quality of our maids work. If necessary, we will happily return the next business day to correct those areas of your clean. COMMUNICATION: It is very important that you call our office if you have any questions or concerns about your maid services. We will make every reasonable effort to provide you with a highly professional cleaning experience. TEAM: We try to send the same maid(s) to your home each clean, however, we cannot guarantee it. Illness, vacation, etc. may result in a change of personnel. Our main priority is to clean your home or office on schedule and with consistently high quality. EQUIPMENT AND SUPPLIES: We provide our own equipment and cleaning supplies. Unfortunately, because we must have a MSDS on file for each cleaning product we use, we will not be able to use a product you provide. BLEACH: We will not bring bleach into a client home to use as a cleaning product and we will not use bleach supplied by a client. Bleach can cause damage to numerous surfaces, and we will not be responsible for any damage caused by bleach your provide or use prior to, or during, our cleaning appointment at your home. QUAILTY CONTROL: Our quality control managers inspect our maid(s) on a periodic basis. They may enter your home or office after a maid(s) leaves. MTO performs these random inspections to monitor quality standards. ARRIVAL TIME: Our maid(s) generally cleans between 8:00 AM and 5:00 PM. Occasionally, the individual(s) may need to stay past 5:00 PM to finish work. Our maids work Monday through Friday, except holidays. KEYS: Your home or office must be accessible to our maid(s) on scheduled cleaning days. Most clients provide us with a key or garage door opener code to allow access on the scheduled cleaning day. CLUTTER: MTO requests our clients to provide maids(s) with clutter free environment, If that environment does not exist, our maid(s) may not be able to perform the best cleaning possible. REFUNDS: Since cleaning is a very personalized and subjective service, we cannot offer refunds to clients. However, we want you to be satisfied with the service you receive. Please see our 48 hour guarantee if you are dissatisfied with your cleaning service. REFERRAL FEE: Please keep in mind that MTO Cleaning Services is not a domestic employment agency. Should you choose to hire a present or past MTO Clean staff member for any home-related service outside of your cleaning arrangement with MTO Clean, our referral fee is $2,500. This fee is due within 30 days of notification from MTO Clean. If the fee is not paid, MTO Clean reserves the option to pursue other methods of collecting this referral fee. SAFETY: Insurance and safety issues prohibit our maid(s) from moving heavy objects, using ladders with more than 2 steps, or standing on furniture. SECURITY ALARMS: If your home or office has a security system, please ensure that it is turned off on the day of your scheduled clean. You may also provide us with the code procedure to turn off the alarm. We will reset the alarm when we leave. However, MTO will not be responsible for any costs associated with alarm set off by mistake. PETS: If you have pets, please secure and pick up after them. For sanitary and safety reasons, our maid(s) is not permitted to clean flea infested locations or pick up animal excrement. We will also not clean if the maid(s) feels they are in danger from a dog or other animal. RESCHEDULING: There may be times when weather makes it unsafe for us to travel and carry equipment and supplies into your location. Driveways and sidewalks must be cleared and accessible. Holidays and manpower availability may also necessitate a schedule change. Your understanding and cooperation in rescheduling is greatly appreciated. PRIVACY AND SECURITY POLICY |