First Time Cleans
In order to give you the absolute best service all first time visits require a deep clean, unless you’ve had a professional cleaning service visit within the last 30 days.
Tipping
A gratuity is not required but highly appreciated for 5-star service. The general rule of thumb is 10-15%. Gratuities can be left for your Residential Specialist at the end of their clean or added to your final bill.
Payments
All appointments are secured with a credit card. All charges are pre-authorized prior to your appointment for the estimated charge. After services are rendered additional hours if necessary will be calculated and adjusted to your invoice and charged to your card. We accept Mastercard, Visa and American Express. We do not take payments via check, cash or money order.
Cleaning teams do not take payments.
Access to your home or office
Our standard policy is to protect your home and valuables, therefore we do not store or retain keys. We highly suggest an outside lock box with a code. They are easily purchased at any hardware store. Access codes can be added to your online booking. If you have a “hidden” key or plan to leave a key please add it to your booking so your cleaning team knows where to find it.
Lock Outs
Upon arrival, if cleaning teams cannot gain access to your home, we will attempt to contact you by phone or text message. We will wait 15 minutes to hear back or your appointment will be cancelled and charged the appropriate cancellation fees.
Health & Safety
Please disclose any of the following conditions before we book your cleaning. Health and safety policies prohibit us from cleaning the following conditions.:
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Recent Covid Diagnosis
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Mold
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Pests (including but not limited to fleas, head lice, bed bugs, roaches and/or rodent infestations)
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Human or pet waste, and/or bodily fluids.
If team members come across a pest problem we will contact you immediately and halt the cleaning. Client will be charged for the following to include but not limited to:
1. The full price of the booked cleaning.
2. Any supply replacement costs which could include consumable supplies and/or equipment used on your premises. If extermination of company vehicles is needed (Bed Bugs, fleas etc.) the client will incur these costs as part of the cleaning fee.
If our Residential Specialists evaluation a situation and decide it beyond our scope of service we will refer you to an outside service provider.
High dusting is achieved by an extension pole. Insurance requirement forbids ladders any higher than a 2 step stool.
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Vacuums:
We request clients leave their vacuum out for your cleaner or note where your vacuum is located.
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Windows:
Cleaning teams do not clean inside and outside windows for normal residential services, including move-outs. If you need window cleaning, we will happily schedule you with our preferred provider at an additional service fee. Call the office for booking availability.
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Wall Cleaning:
We offer a light duty wall cleaning only in order to prevent damage to paint, wallpaper and/or drywall.
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Carpet Cleaning:
We do not provide carpet cleaning but will happily connect you with our preferred providers.
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Toilet Brushes:
Please make sure all bathrooms have toilet brushes available.
Cancellations
We understand that some cancellations are unexpected, life happens. We have established the following guidelines for all cancellations:
- 48 Hours notice for all cancellations/reschedules without penalty (client w/recurring service)
- $75.00 cancellation fee for less than 24 hours notice (client w/recurring service)
- 50% cancellation fee for the 2nd occurrence without notice (recurring). If your day and time is not convenient or causes issues with your schedule please let us know so we can rearrange the schedule to accommodate you better.
In the event of a cancellation, we can add you to the waitlist for the next available appointment or you can remain on your normal rotation of scheduled service.
Weekly or Biweekly clients that cancel will be charged the additional cleaning time needed on their next scheduled appointment or the next recurring service option. For example, a bi-weekly cancel will be charged the monthly cleaning price for their home on the next appointment.
In the event that White Lilac Cleaning needs to reschedule due to cleaning team illness, extreme weather or holidays we will contact you as soon as possible and attempt to reschedule you to the next available appointment.
72 hours notice for all Move-Out & One-Time Cleanings.
Move out and one-time cleanings take considerable time on our schedule. In order to alleviate lost income for our cleaners and last-minute empty spots on our calendar, all Move-outs and One-time cleanings will be charged 50% of the total booking with a minimum charge of $200.00. Please understand when a large cleaning is scheduled, then cancelled on short notice we most often can not fill your reserved time slot with another cleaning.
A 50% non-refundable deposit will be charged to your credit card upon booking.
Lock Outs
If your cleaning technician arrives at your appointment and is locked out, code doesn’t work or can’t find a hidden they will wait up to 15 minutes for the client to allow access. After that normal cancellation policies will apply.
Scheduled Appointments
Appointment reminders are automatically sent via hand text message and 1 day prior to your appointment giving you adequate time to reschedule if necessary. Your personal online account allows you access to the booking calendar if you need to reschedule.
Pets
We love pets! But for their safety please keep them in a secure area during the scheduled cleaning time. We can’t be responsible for “escapees.” If you have an indoor cat only, please tell your booking agent or add it to your booking notes so we know not to let them out.
How to prepare for our arrival
Please, don’t clean before our arrival, but a declutter is highly recommended. This will allow your cleaning teams to focus on detail and quality during their visit. It also gives you the opportunity to secure items that may be easily damaged or broken.
Dishes: Dishes are not calculated into our base price for recurring services. We will do our best to wash dishes or add them to the dishwasher. Additional costs will be incurred at our hourly rate.
We do not clean inside curio or china cabinets.
We work hard to provide you the best possible service and quality but sometimes something may get broken. In that case you will be notified by phone, and your cleaner will leave you a note. Your cleaning team will document the damage by pictures into your personal account. We will then work together with you to come to a solution.
We also offer organizing services with our professional organizer for an additional fee. We can schedule an organize and declutter appointment before your cleaning service to maximize your experience. Give us a call to set you up an appointment.