Customer Guidelines

Customer Guidelines

Thank you for choosing Dolly’s Maid Service, LLC! Below are the
guidelines we ask our clients to abide by. These guidelines have been
put in place in order to provide a safe environment for our employees
and set clear expectations with our clients. Please review these guidelines
before your first cleaning and let us know if you have any questions!

How to prepare for your cleaning:

We are thrilled to come clean for you and want to be able to leave your house
sparkling. In order for us to be able to provide the highest quality cleaning
possible, we would just ask for you to do a couple things to prepare for our arrival.
Please put away anything that would inhibit us from cleaning certain areas, such as
loose papers, dog toys, children’s toys, clutter, etc. Please make sure all dishes are put
away so that we are able to thoroughly clean your kitchen. In addition, anything of
a sensitive nature is put away.

Technology:

Dolly’s Maid Service, LLC utilizes technology to its fullest to provide an even
smoother customer experience! You will receive an automated reminder email or
text three days prior to service as well as a reminder email or text the day before.
You may respond to the email, however the automated text messages are only one
way. You do have the option to opt out of these. Please note that the Dolly’s Maid
Service, LLC phone number is a VOIP and is unable to accept images. You will also
receive a follow up survey after each cleaning via email or text and you can add photos to the survey.
No cash or checks are accepted and all services will be billed to the card on file.
Our cleaning techs clock in and out from our scheduling app on their tablets and
GPS coordinates are registered at time of input. This is to make sure they have
arrived and left safely.

Initial Cleaning Estimate:

We take many variables into account when we give an initial cleaning estimate but
due to it being given over the phone, online quote center, or email our cleaning
technicians will let us know if extra time is needed to perform our full scope of
service in your home. Dolly’s Maid Service, LLC will call you about an hour before
your initial clean is scheduled to be completed, and let you know if the home will
require extra time due to things like higher dirt level than anticipated, square footage larger than reported, high number
of knick knacks/trinkets, etc. You will have the option to approve the extra time, or
stay within your original estimate, understanding it will be left incomplete. Dolly’s
Maid Service, LLC will never charge your card for any extra time without consent.

Working in the home:

The cleaning techs need to be able to work without distractions. Every effort is
made for the cleaners to work safely, but we cannot assume liability for the safety
of others while cleaning your home. This includes children and pets. In the event
the cleaners are not able to work without distractions that affect their ability to
work in their normal speed, Dolly’s Maid Service, LLC reserves the right to charge
for their extra time spent in the client’s home.
If for any reason a cleaning tech of Dolly’s Maid Service, LLC feels that their
personal safety is in danger enough to leave the job site due to actions by the
client, client’s guests or animals, the client will be liable for the full cost of the
service.
If you smoke in your home, we would just ask that you refrain from smoking
around the cleaning technicians due to smoke allergies. Thank you so much for
your understanding!

BIO-HAZARD:

Our cleaning technicians’ safety and health is of the utmost importance to us, so
we ask for you to let us know if there are any potential bio-hazard situations. These
can include mold, rodent or bug infestations of any kind, or human or pet urination
or feces. If a bio-hazard situation is evident, our technicians will not be able to
service your home and you will be charged the full rate of cleaning. Follow-up
service cannot be performed until documentation is presented showing the
situation has been resolved.

Safety:

Our number one concern is for the safety of our clients and our cleaning
technicians. Dolly’s Maid Service, LLC is insured and bonded and cannot perform
any cleaning higher than a three-step ladder. Any heavy or large furniture must be
moved away from the walls in order to clean behind them. Our cleaning techs will
not move furniture, in order to prevent damage and remain safe. Also for safety
reason we can’t not make top bunk beds.

Time of service:

It is very difficult to commit to an exact arrival time (apart from first thing in the
morning) because of our ever changing schedule and the fact that we don’t finish
cleaning each home at an exact time. We service homes between the hours of 8:30
AM and 4:30 PM and will strive to be at your home within a one-hour window of
the estimated given to you.

Entry to your home:

We offer 2 entry options to choose from:
1. The client may opt to be home to allow access to their home the day of the
service.
Please prepare for your cleaner to arrive. If no one is home or our cleaners
are turned away for any reason you will be charged half the service price for
that day.
2. The client provides a, garage door opener, key, or code to gain access to the
home. In the event the code given is not correct and cleaners cannot gain
access to the home the client is responsible for the lock out and a
cancellation fee of half the price of that day’s service will be charged to your
credit card on file.

NOTE: In the event the client chooses to leave a door unlocked, or place a key
under a mat or any other unsecured place for the cleaners to gain entry into the
home, Dolly’s Maid Service, LLC will not be held liable for any damages or theft to
the client’s home.

Home alarm systems:

Dolly’s Maid Service, LLC will not be liable for any false alarm charges due to code
changes not brought to their attention before servicing the home.
Schedule changes, cancellation of service:
In the event that you reschedule, skip, add or cancel your service, we ask
that you give a (48) hour notice. Without a (48) hour notice you will be
charged $75.00. Cancellations on the same day of service for any reason
will be charged half the rate of service. All cancellations must be made
through our office. (330) 221-3416
NOTE: All cancellations will also cause the rate for your next cleaning to increase
if it requires more time than usual.

Payment:

Dolly’s Maid Service, LLC has a “no pay/no clean” policy. Payment is due in full the
day of the service. The cleaning technicians do not handle any form of payment.
Dolly’s Maid Service, LLC requires a credit or debit card on file at the time of
booking. Your card will be charged the morning of your cleaning before service. If
card is declined, payment information must be updated with our office before
service will be performed. In addition, a cancellation fee equal to half the service
cost will be added if information is not updated same day resulting in cancelled
service.
For first time cleaning, your card will be charged half the service price before
arrival, and the remainder after service is complete due to the fact that your first
time cleaning price is an estimate and cannot be confirmed until about halfway
through service.
Tipping the cleaning techs is never required but always appreciated. Thank you in
advance if you choose to do so.

Price increases:

Clients are given advance notice of any price increases. Dolly’s Maid Service, LLC
reserves the right to raise prices at anytime.

Quality Control:

Dolly’s Maid Service, LLC needs your feedback! You will receive a quick, one
question survey after each cleaning asking you to rate our service. These surveys
are very valuable to us and give us a way to address any training opportunities as
well as recognize our Rockstar employees based on client feedback. Please expect
random quality checks to happen on your home by a quality control manager to
make sure you are receiving consistently fantastic service! All quality checks take
place during the final phase of cleaning or shortly after.

Pets:

We love our clients’ pets! But for their own safety and the safety of our cleaning
techs, please put your large or skittish pets in a secure area of the home. Our
cleaning technicians cannot clean animal feces of any kind in order to prevent
cross contamination.

Breakage:

It can happen when you least expect it! Dolly’s Maid Service, LLC can assume no
liability for damage due to pictures not hung securely, items with unstable bases,
floating shelves, items not secured properly, etc.
Curio cabinets, figurines, glassware and items of extreme value or sentimental
value should be cleaned by the client. If an item is broken by one of our cleaning
techs, Dolly’s Maid Service, LLC will pay up to $100 per item or replacement cost
when value is verifiable. The client needs to save broken item for Dolly’s Maid
Service, LLC to inspect.

Damage:

Client should point out any damage to surfaces during walkthrough and before
service begins.
Dolly’s Maid Service, LLC is sometimes called in to correct damage that was
already there or that another cleaning company was responsible for. In this case
we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter Dolly’s Maid Service, LLC reserves the
right to skip those areas in order to avoid damaging items or injuring the cleaning
techs.
Surfaces such as hardwood floors and natural stone should be in good condition
and ready to clean without causing harm to the surfaces when using a neutral pH
cleaner.
Dolly’s Maid Service, LLC uses non-toxic, eco-friendly products that do not stain or
warp any surfaces. If you would like us to use your products instead, please
understand Dolly’s Maid Service, LLC will not be held liable for any damage caused
by your products.

Non-Solicitation of employees:

When a client enters into an agreement for services with Dolly’s Maid Service, LLC
the client understands that they will pay a [$2,500] training fee to Dolly’s Maid
Service, LLC if they engage in a working relationship directly with any employee of
Dolly’s Maid Service, LLC during the course of service other than through Dolly’s
Maid Service, LLC.

Our guarantee:
We want you to be absolutely delighted with the cleaning service! Report any
concerns to our office at (330) 221-3416 or to admin@dollysmaidservice.com
within 24 hours after the service. We will return and re-clean the area(s) of concern
at no cost to you.