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Common Service Questions:
Clutter
ClutterClutter – Don’t “clean” before we arrive, but do “pick up” as much as possible. If there is an area where 5 or more items are we will simply dust or clean around and they will not be moved.
Extreme Clutter – We have found when we figure the time it would take for us to clean major cluttered areas that it will not fit in most people’s budget to pay us. Since we cannot handle these kinds of tasks in an efficient manner, we have chosen not to offer this kind of cleaning as a service that we can perform.
Guarantee
Guarantee:
Our service is guaranteed. In the event that the client finds areas to be unsatisfactory, we appreciate the opportunity to re-clean the unsatisfactory areas. Please let us know within 24 hrs of the service performed if there are any unsatisfactory areas. A re-clean will only be completed within 2 business days from your date of service, otherwise, it will be denied. Please note that refunds (and partial refunds) are not offered.
Cancellations
Cancellation and Reschedule Policy:
If you need to cancel or reschedule your appointment, please let us know by phone, text, or email as soon as possible. Our hours of operation are Monday- Friday from 8:00- 4:00 pm (We are closed for the Holiday Closures). Any cancellation requests received outside of business hours will be treated as received the next business day at 8:00 am.
- Cancel/reschedule 48 hours before your appt: No charge
- Cancel/reschedule 25-47 hours before your appt: A fee of $35.00
- Cancel/reschedule 24 hours before your clean: Up to 50% of your service price
- Same-day cancellation/reschedule/lockout: Up to 100% of your service price
Breakage
Disclaimer:
Purple Fig is not responsible for breakage due to normal wear and tear; deterioration caused by age; or damage caused by improper assembly, construction or mounting of an item.
Hard Water
Hard WaterHard Water:
We do not have the proper chemicals or supplies needed to thoroughly remove some hard water issues. Although we will do our best, we cannot guarantee the removal of all hard water. Heavy build-up over time means layers upon layers of mineral deposits and possible damage to the underlying surfaces. Many times the chemicals needed to eat through the layers are caustic and beyond the scope of what we offer as a service.
Services We Do Not Offer
Services We Do Not Offer:
- Construction cleaning, steam cleaning, carpet cleaning, patios, garages
- Inside curios, inside china cabinets, inside stocked cabinets, inside drawers.
- Behind closed glass or solid doors on shelving units or furniture
- TV/Computer screens
- Musical Instruments
- Mini Blinds
- Laundry
- Dishes
- Heavily soiled areas
- Hard water/mineral removal
- Heavy Lifting over 25 lbs ( Insurance Requirements)
- Grout Restoration - Discolored grout often needs restoration, and a general cleaning will not restore its original condition. This can be a very labor, chemical, and tool-intensive task. We have great recommendations if you need this service.
- Work on Ladders - Cleaning above 6 feet. We do not offer using a step ladder higher than 2 steps (Insurance Requirements) We use extension poles to dust and clean high areas like fans and trim. But if you need heavy hand cleaning in high areas we are not able to accommodate those services.
- Cleaning of Bodily fluids, mold, toys, pet waste, or other bio-hazards (we do clean minor areas in bathrooms)
- Bugs/Mold/Etc: If your home has recently or is currently experiencing an infestation of any kind, we will not be able to provide services.
Thermostat
Thermostat:
To enhance the efficiency and comfort of our team, we kindly request that you set your thermostat to around 70 degrees while our technicians are on-site. This temperature range ensures an ideal environment for our team to deliver thorough and meticulous cleaning services, allowing them to work seamlessly to create a pristine living space for you. We appreciate your cooperation in helping us provide the best possible cleaning experience.
If the space is 80 or above or does not have working AC we will not be able to clean the area.
Pets
Pets:
We love them! But please secure any pet that may be a threat. Also, it is appreciated if any pets that may interfere or interrupt the cleaning process be put away as well. We are not equipped to clean up pet accidents (pet feces). We can recommend a bio-cleaning expert for this type of cleaning.
Billing
Billing:
Payment is due at the time of service and your credit card will be charged the day of each cleaning visit. If your credit card is declined, we ask for this to be remedied within 3 business days. After this, the service will be paused until payment is made. If your service is paused, your place in the schedule may not be held. A late payment fee of $15 may be assessed after 5 business days overdue unless our office was contacted and prior arrangements were made. No exceptions after the first incident.
Skipping
Skipping:
You are welcome to skip service if you are a recurring customer, we understand things happen! If you skip service there will be an additional charge for the next visit as the home will have gone a longer period of time since your last cleaning.
If you cancel your visit, there will be a 20% fee added to your next service This will allow us to provide you with a complete and thorough cleaning on that visit.
This does not apply to visits that are rescheduled within 5 business days of the original visit.
Communicating
Communicating:
If there is something about your home or cleaning that is a specific request or unusual, please contact our office directly. This way we can add to your account notes so that anyone cleaning your home will have access to this information. If you tell your cleaning tech, it may or may not be communicated to our office, and the next tech to clean your home may not have this new information about your home.
Pricing
Pricing – We reserve the right to change the pricing or discounts if we see that your home’s circumstances are not typical, or if the incorrect booking options had been selected for your home. A 2500 square foot home is a 2500 square foot home regardless of what areas we are cleaning in the home.
Flat Rate Pricing – We chose flat-rate pricing by selecting square footage to simplify the process for you, and to make it simple to schedule by phone or online. By pricing upfront like this, we have nothing to hide and do not guarantee how long or how many cleaners will arrive, the price is simply the price and not based on an amount of time. If you have specific tasks that you would like to be completed and are not based on our cleaning checklist, please contact our office.
Rate Increases – We reserve the right to raise our rates to adjust for costs at any time. You will be given advance notice of a price increase.
Discounts – If you change your service frequency ie: weekly, every 2 weeks, or every 4 weeks from its original booking or if your cleaning has been rescheduled so it falls out of line with your selected frequency, we reserve the right to charge you for that discount that we previously provided and/or change the current discount for further cleanings.
Tipping
Tipping:
We encourage tipping your cleaner if you feel they did a great job, and believe me they appreciate it too! It is never required, but if you do choose to tip your cleaner, you can give cash or add it to your credit card. You may add to your credit card one time or on a recurring basis. The suggested tipping range is 10 to 20% of the cleaning price (smaller amounts are always appreciated!)
Vendors
Vendors:
We will do our best to maneuver our way around vendors in your home; however, our work is not guaranteed if other service providers are present. Too many interruptions in our cleaning procedure may prevent us from completing the job during the allocated appointment. More time may be available for purchase, or we may need to adjust what tasks we can accomplish to compensate for a lack of time. We cannot guarantee the quality of our work if other service providers are present, and we will not re-clean when a service provider comes in after us to do work.