Service Conditions and General Information

Cleaning and Disinfecting

For over a decade, we have specialized in cleaning services. Throughout these years, we have always used gloves and shoe covers, and we continue to do so. Our protocols have been updated to include masks, as recommended by the CDC.

Sanitized rags and mop heads, brand-new Swiffers, and clean, well-maintained Miele HEPA-filtered vacuums are employed for each project.

While we specialize in green, eco-friendly, and organic cleaning products that inherently possess disinfecting properties, we also offer a hospital-grade disinfectant that can be added to our all-purpose bathroom and floor cleaners. The disinfectant we use is listed among the CDC-approved solutions that effectively kill the current strain of the COVID-19 virus.

Crystal Clean Green Cleaning is a Designated Sarasota Healthy County Worksite, primarily evaluated through a checklist developed by the CDC. The health and safety of our clients, teams, and community have been our priority for years, and this commitment is not merely a reaction to these uncertain times. We continue to monitor and stay ahead of the recommendations the CDC, WHO, and OSHA put forth.

Satisfaction Guarantee

We do our best to meet or exceed your expectations. If you are not satisfied with the job we did, please notify us within 24 hours of service completion, and we will return to touch up. If you are pretty happy, we ask that you share your experience with others by leaving us a review on Google, Facebook, Yelp, or your review site.

 

Good Communication

The best way to ensure that you receive excellent service is to let us know how you would like us to improve or what you would like to see completed differently. Feel free to call or e-mail us anytime, and we will ensure your concerns and requests are heard.

 

Preparation for your appointment

We do not require that you prepare for our visit by straightening beforehand. We’re glad to do some of the picking up for you. If you expect us to be doing much of it, please let us know before your scheduled service. Otherwise, it might reduce the time spent on other tasks and incur additional charges.

 

Contracts

Crystal Clean Green Cleaning does not require or offer contracts for residential service. Commercial accounts may vary.

 

Quote Appointments

Quotes are free, and there is no fee for canceling an appointment for a quote. We do ask that you provide us with as much notice as possible.

 

Payments

Payment is due in full at or before each service appointment. Please leave payment on the kitchen counter or table. If you forget one payment, please get in touch with our office. Late fees may be assessed as a 20% service charge. If you require an invoice, don't hesitate to contact our office.

 

Additional Charges

For reoccurring service, an additional fee may be added to the regular cost for cleaning your home (for example, your home may need extra cleaning after such events as parties, construction work, or as a result of extended intervals between cleanings). Additional costs will be communicated by the office or by the team lead. Additional services may need to be completed at a different time and date.

 

Estimated Arrival Time

We require a one to two-hour window of arrival. During the scheduling of your service, we will provide an estimated arrival window. Our staff will call you to let you know if they are significantly off schedule (more than 30 minutes early or late).  While we schedule for travel time, we cannot control traffic conditions, and earlier clients’ appointments may take more or less time than planned or be canceled.

 

Duration of regularly scheduled appointments

The amount of time spent cleaning may vary somewhat from appointment to appointment. Please contact our office before your appointment if you would like to add or remove cleaning tasks so we can adjust the time and materials accordingly. Additional services might be subject to time, extra costs, availability, scheduling, and other resources. For requests that time and resources do not allow, additional visits/scheduling might occur.

 

Entry to your home or office

We prefer to have a key to your home or office or to be able to obtain a key from your building’s reception desk. We keep keys in our office in a lockbox and give them out only on your cleaning day. Providing us with a key adds convenience and helps avoid unintended lockout fees. If you prefer to be present during the cleaning, please remember that we require an arrival window. We will arrange entry with you for all other cleaning services based on our arrival window. Please see our key holding option.

 

Same Team

We will assign you to a team leader who will come to know your specific needs and preferences. We will substitute for illness, vacation, turnover, etc. We may need to replace them during busy Holidays, although we try to avoid this. With all substitutions, we will do our best to send at least one person who already knows your home. Team assistants may change over time as we promote them to team leaders. We will contact you in advance if we need to change your schedule to a different team leader permanently.

 

Safety Precautions

Please do not ask our staff to:

  • Remove shoes or shoe covers. We are required by federal law to wear slip-resistant shoes/covers at all times.

  • Use ladders other than the one we provide, or climb up on any furniture. Our staff carries extension poles to reach high areas.

  • Lift or move heavy items.

  • Clean up human or pet waste, blood, or bodily fluids.

  • Restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain him/her before our team arrives. Otherwise, we may not be able to provide service, and you will be charged a cancellation fee.

 

Tipping

Tipping your cleaner(s) is optional and always welcome. Tips may be given directly to your cleaner(s) or added to your check.

Regularly scheduled clients might consider that any vacations or extended absences leave a gap in your cleaning team's schedule, and monetary gifts are common during this time or at the end of the year.

 

Cancellation - Rescheduling

Please note that by using our cleaning services, you accept the conditions of our cancellation/rescheduling policy.

If you must cancel or reschedule a cleaning appointment, a 48-hour notice is required. We must adhere strictly to this policy. When we reserve time for your cleaning, we turn other businesses away and plan resources and wages accordingly. You can cancel an appointment on our website or contact us via e-mail or phone (M- F, 9 am to 5 pm). There are no penalties for cancellations with a notice of 48 hours or more.

We are closed on the weekends, so Monday/Tuesday appointments must be canceled or rescheduled no later than Thursday/Friday (respectively) before the cleaning.

Failure to cancel/reschedule on time will result in a $80 cancellation fee billed and due before the next appointment.

No exceptions can be made to our cancellation policy.

Should you need to cancel your service completely, we ask for courtesy of a two-week notice. We do not bind our clients with contracts, thus you can cancel your service at any time and we do understand that circumstances do not always allow for notice. The cancellation/rescheduling policy of 48 hours would still be in effect for service termination.

 

Lock-outs / No shows

If the cleaning team is unable to start service because of:

Being locked out, the client failing to show up on time, or putting the team's safety at risk; if your pet is showing signs of aggressiveness towards them, downed power, unsafe walkways, etc. (the team lead determines the risk).

The appointment will be canceled and subject to our cancellation/rescheduling fee.

To avoid lock-outs / no-shows, take advantage of our free key-holding option.

 

Key Holding

We realize our clients have busy schedules. We make every effort to keep our appointments running on time; however, the cleaning teams or customers might occasionally experience delays. Our key holding option is a great alternative to eliminate the wait time for our arrival. This option ensures that our cleaning teams have proper access to your home without waiting for us. Your key is kept safe and secure in our key safe/lockbox without personal information labeled on it. Keys are only handled by team leads / management and only taken out on the day of your appointment. This option is free to all our clients, and the keys can be returned anytime.

If interested in our key holding options, you can leave a key on your next appointment or have it mailed to us at:

Crystal Clean Green Cleaning

2123 Porter Lake Dr, Suite H

Sarasota, Fl 34240

Please check the key to ensure it is operational, and allow seven business days before your appointment. We strongly recommend using a padded envelope when mailing keys.

 

Breakage or Damage

We train our staff to take extra care of your belongings; however, occasional accidents happen. Our staff is instructed to report breakage or damage immediately to the office and you if you’re available. If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. We do not take responsibility for damage not reported within this time frame.

Except for intentional damage, Crystal Clean Green Cleaning’s total liability for property damage is limited to a refund of the amount paid for the cleaning service rendered on the date the damage occurred. Crystal Clean Green Cleaning, at its sole discretion and without admitting liability, may offer to replace or repair the property instead of a refund. Crystal Clean Green Cleaning will choose the method, manner, and person or persons to perform or supply such repair or replacement.

You are responsible for letting us know if there are valuable or irreplaceable items, such as heirlooms, so we can instruct our staff not to touch them. We cannot take responsibility for cleaning or damaging these items if they have not been pointed out to us.

We cannot take responsibility for damage to broken items because they were not correctly attached or secured (for example, a hanging picture that was improperly attached to the wall) or items with prior damage.

 

Suspected Theft

We screen our staff carefully upon hiring. Theft by household workers is rare, and usually, items believed to be stolen are eventually found in the home. Most people are honest, however we can’t guarantee that theft will never happen, and we want to assure you that we will cooperate in any way we can in the even that you suspect that our staff has taken something from your home. If you suspect a theft has taken place:

Contact us immediately so that we can talk with our staff. They may have seen the item, or the conversation may give us additional helpful information. Search your home carefully. If you conclude that the item has been stolen, we urge you to contact the local Police and request an investigation. We are bonded, and our Janitorial Bond will cover stolen items if the person responsible is found and convicted.

 

Email Privacy Policy

We have created an e-mail privacy policy to demonstrate our firm commitment to your privacy and protecting your information. We will never share, sell, or rent personal information with anyone unless ordered by a court of law. Information submitted to us is only available to employees managing this information for purposes of contacting you or sending you emails based on your request for information and providing services relating to your communications with you.