OUR CANCELLATION POLICY
We are flexible with cancellations because we understand that life happens. However, if a cancellation occurs within a twenty-four (24) time frame of a scheduled appointment we reserve the right to charge a $50.00 fee. All of our customers are given three (3) to six (6) hours for their services to be completed and cancellations can become problematic when we have cleaning teams at locations that have cancelled at the last minute. To the application of a “cancellation” fee we ask that if at all possible the appointment is “rescheduled”
OUR REFUND POLICY
We have a “NO REFUND” policy. This is because our service is labor intensive. Once the service has started the fee is considered “earned”. Additionally, if a service is purchased within thirty-six (36) hours of the appointment, there is a no refund provision.
We will however, in certain instances, attempt to correct any “inadequacies” the customer references to attempt to get the project completed to our client’s satisfaction (if possible). This is a circumstance that almost never happens; however, we understand there are circumstances that will require flexibility and our customers satisfaction is our main and primary goal!
Although we have a no refund policy, it is our policy however, to schedule or reschedule to a date and time that will accommodate a customer. The only exclusion to our refund policy is a customer experiencing a health or familial issue that involves death or requires that they travel to another destination that would not make it possible to keep the scheduled appointment. In such instances the customer is entitled to a refund of 80% of the fee paid.
OUR MINOR “CORRECTIONS” POLICY
We will return any customer’s residence to correct “minor corrections” within 48 hours of the completion of the project. The area that is of concern must have been in a part of the work that was assigned. Specifically, when the worker(s) do the walk-through with the customer the area that is of concern must have been a part of the residence that was designated to be cleaned. If the customer forgot to point out the area a minimal fee will likely be assessed to clean the area. However, if the area was pointed out and there is a blemish/discrepancy with the work product we will re-clean the area the satisfaction of the customer and will not leave until they are satisfied.
In the rare instance that the area can not be “corrected” to wear and tear, aging or damage we will assert that at the time of the arrival to make the correction. However, we will make out best effort to improve the area (if it is at all possible).
If a customer locates an area of concern after the 48 period Spectacular Clean is not obligated to return to attempt to remedy the concern.
OUR TIME-FRAME POLICY
We allocate specfic amounts of time complete each type of service. Below are the times allotted:
TOUCH-UP CLEANING SERVICE: 90 MINUTES
STANDARD CLEANING SERVICE: 180 MINUTES
DEEP CLEANING SERVICE: 240 MINUTES (CAN BE EXTENDED TO 360 MINUTES)
MOVE-IN/MOVE-OUT SERVICE: UP TO 420 MINUTES (STANDARD IS 240 MINUTES)
CARPET CLEANING: 180 MINUTES (FOR LARGER RESIDENCES UPTO 360 MINUTES)
ADD-ON SERVICES: UP TO 90 MINUTES
SPECIALTY SERVICES: 120 MINUTES (CAN BE EXTENDED 240 MINUTES)
OUR CREDIT CARD ORDER POLICY
We do not allow our employees to take payments from customers while at their residence or over the telephone. All payments are to be made with a designated supervisor or over the internet at www.spectacularclean.net. This policy is to protect our customers’ personal information from mishandling of their personal or credit information and our cleaners from accusations relating to improper conduct or theft.
OUR CUSTOMER SATISFACTION POLICY
It is a requirement that NO cleaning services will be performed at a residence and the ordering customer, or their designee, are not present. This means that if the customer who ordered a service has to leave the residence, then a designated person (of their choosing) must remain at the residence. This requirement ensures that if questions or circumstances arise and the cleaner(s) need guidance from the customer there is someone at the residence that can approve or provide direction. Additionally, at the conclusion of the service, the cleaner(s) will ask the client or their designee to walk through the residence and review the quality of the work performed. If there is an issue with the quality the cleaner in most instances will remain on-site and make the corrections as long as they are minor and will not change the service purchased or the original request of the customer when the cleaner(s) arrived and reviewed the work to be done.
If the customer or their designee approves the quality/workmanship of the cleaner(s) and later contacts the HQ to complain, the supervisor on duty can reschedule for the following day (or later that day) for the cleaner or another available cleaner to make the minor revision(s). If the complaint is significant regarding the workmanship of the cleaner(s) and they performed the walk-through and signed the “Work Approval” form no additional work may be performed at the discretion of the branch manager.
It is a REQUIREMENT that all customers or their designee participate in the walk-through before and after the service(s) are provided. Moreover, it is a further requirement that the customer or their designee sign the WORK APPROVAL form. This alleviates future possible disputes.
OUR LIABILITY POLICY
When cleaning upholstery or carpeting and there are stains, discoloration, or other imperfections that the customer believes cleaning will resolve, SPECTACULAR CLEAN, the cleaner and the affiliates of the SPECTACULAR CLEAN are not liable once the customer is explained that there are risks of damage to the furniture item or carpeting. If the customer insists that the cleaning should occur, after being informed by the cleaner, then the customer accepts all responsibility for the outcome (if negative) and releases SPECTACULAR CLEAN, the cleaner and any affiliates of SPECTACULAR CLEAN.
When cleaning a residential property the customer is responsible for removing all items from cabinets to be cleaned, food items from the refrigerator, food items from the stove top or oven interior, clothing and valuable items from closets (if they are to wiped down or deep cleaned), medicines and personal cosmetics from bathroom counter or medicine chests when deep cleaning being performed. A customer’s unwillingness or refusal to remove the items is tantamount to the customer accepting all liability for damage or contamination by the cleaner’s chemical. When and/if damage results SPECTACULAR CLEAN, the cleaner, and any affiliates of SPECTACULAR CLEAN are released from any liability.
When a service is purchased and there are disclaimers the customer is considered to have accepted the attached liability. In instances where there is no disclaimer for the service purchased, this policy shall prevail. Moreover, in any instance this policy shall prevail.
OUR EMPLOYEE TIPPING POLICY
We encourage our customers to tip employees that they feel have done outstanding work. Customers may directly tip the employee. Customers can also tip in advance of service being completed at the time they schedule a cleaning service at the website. In either instance, all tips are 100% given or left in the possession of the employee that received the gratitude. Additionally, customers can return to our site and leave a tip for their favorite cleaner by clicking on the “CLEANING” tab and then the “Tip A Cleaner”.
OUR CLEANER SCHEDULING POLICY
We do not allow ANY cleaner to schedule a service for a client. This means that a cleaner may not assist a customer with a scheduling request while they are at their residence or over the phone. The cleaner is required to direct the customer to our website (www.spectacularclean.net) or to our customer care department where one of our dedicated representatives will aid the customer with the endeavor of scheduling an additional service appointment. There is no exception to this policy.
OUR CASH ACCEPTANCE POLICY
We do not accept cash payments to pay for any of our services. Cash may be given to a cleaner or cleaners at the conclusion of a project as a “tip”. Payments must be made at this website or through one of our electronic invoices.
The only time that we accept a cash payment is if an additional service is being added after our cleaner(s) have arrived on site and additional services are requested.
OUR “PLATINUM” MEMBERSHIP POLICY
The Platinum Membership is offered for the cost of a $4.99 per month subscription which can be cancelled at any time by the customer. This membership entitles the customer to a selection of services which we offer to all other customers with deep discounted prices.
Platinum Members may use the service as many times as they wish during each month of their membership. There is no limitation to the number of services they can receive during a month.
The Platinum Membership is “non-transferrable”. This means that a customer may not purchase the membership and use for another friend or family member that is not a resident of the address where the membership is registered. Specifically, this means that a customer that resides in Mineola, New York can not purchase their membership and extend the benefits to a family member that lives in another residence.
Once a customer pays the $4.99 fee they will immediately be given access to the reduced pricing. Once a service is purchased the customer will be contacted to schedule the service they have purchased. The ability to schedule utilizing the calendar is not available at this time to Platinum Members.
OUR DISCOUNT/COUPON POLICY
We do not offer discounts or coupon codes for reduction in the price of ADD-ONs or PROMOTIONAL SERVICES. In such instances the price of the item(s) or promotional services are final. Our cleaners and management will not have the ability to further reduce the price of the item or promotional service.
OUR PRIVACY POLICY
We do not share, sell or otherwise disseminate any information provided by customers, prospective customers or visitors to any company or entity for any reason. All information provided to SPECTACULAR CLEAN is used with the sole purpose of working with the visitor (in the future) or maintaining a customer relationship in accordance with State and Federal laws.
OUR “LOCK-OUT” / “NO-SHOW” POLICY
IF A CUSTOMER DOES NOT ALLOW OUR CLEANER(S) ENTRY TO THEIR RESIDENCE AFTER SCHEDULING AN APPOINTMENT FOR ONE OF OUR SERVICES THERE WILL BE A FEE OF 50% (FIFTY PERCENT) OF THE COST OF THE SERVICE ASSESSED FOR THE LAST MINUTE CANCELLATION. A CUSTOMER MAY REQUEST A REFUND OR THE BALANCE CAN BE APPLIED TO A FUTURE CLEANING SERVICE. UNDER EXCEPTIONAL CIRCUMSTANCES NO FEE WILL BE ASSESSED. THIS IS A CASE-BY-CASE BASIS AND AT THE SOLE DISCRETION OF MANAGEMENT WHEN A LAST MINUTE CANCELLATION OCCURS.
CUSTOMERS ARE URGED TO CANCEL AT LEAST 12 HOURS IN ADVANCE OF A SCHEDULED APPOINTMENT. THIS POLICY IS IMPLEMENTED TO ENSURE OTHER CUSTOMERS WHO MAY NEED A SERVICE AT AN EARLIER TIME WILL BE ABLE TO SCHEDULE. ADDITIONALLY, IT ALSO SPARES OUR CLEANER(S) FROM UNNECESSARILY TRAVELING TO A LOCATION WHERE NO SERVICE WILL BE PROVIDED AND AS A RESULT WASTING TIME AND RESOURCES.
A “LOCK-OUT” OR “NO-SHOW” IS WHEN THE CUSTOMER DOES NOT ALLOW DESIGNATED CLEANER(S) INTO THEIR RESIDENCE TO PROVIDE SERVICE AFTER SCHEDULING AN APPOINTMENT AND FAILING TO TIMELY CANCEL OR RESCHEDULE.
OUR ADD-ON SERVICE POLICY
WHEN THE CLEANER ARRIVES ON-SITE AT A CUSTOMER’S RESIDENCE A WALK-THROUGH WILL OCCUR. THE WALK-THROUGH WILL BE THE TIME THE CUSTOMER EXPLAINS/SHOWS THE CLEANER WHAT NEEDS TO BE CLEANED. AS LONG AS WHAT IS REQUESTED IS WITHIN THE PACKAGE OR SERVICE LEVEL THAT WAS PURCHASED THE CLEANING WILL BEGIN. IF IT NOT WITHIN THE PACKAGE OR SERVICE LEVEL, THE CLEANER WILL EXPLAIN THIS TO THE CUSTOMER AND AN ADDITIONAL ADD-ON MAY BE PURCHASED ON THE STEP UP MAY BE PAID AS REQUIRED.
AFTER THE WALK-THROUGH OCCURS THE CUSTOMER WILL SIGN THE REQUIRED FORM AND THE CLEANING WILL BEGIN. AT THE CONCLUSION OF THE CLEANING THE CUSTOMER WILL AGAIN PERFORM A SECOND AND FINAL WALK-THROUGH TO REVIEW THE CLEANING THAT WAS PERFORMED. IF EVERYTHING MEETS WITH THE EXPECTATION OF THE CUSTOMER THE FORM WILL BE SIGNED FOR A SECOND TIME AND THE CLEANER WILL LEAVE THE RESIDENCE.
A CUSTOMER MAY NOT ADD ANY ADDITIONAL REQUESTS FOR SERVICE ONCE THE FIRST WALK-THROUGH IS COMPLETED AND THE FORM IS SIGNED. IF THE ADDITIONAL REQUEST IS MADE THE CUSTOMER WILL BE REQUIRED TO PAY STEP-UP FEE FOR THE ADDITIONAL TIME NEEDED TO COMPLETE THE ADD-ON. IF THE CLEANER’S SCHEDULE WILL NOT PERMIT THE ADD-ON THIS WILL BE EXPLAINED AND THE CUSTOMER MAY OPT TO HAVE THE CLEANER RETURN ANOTHER DAY TO COMPLETE THE ADD-ON SERVICE. A CUSTOMER’S MISTAKE TO REMEMBER THE SERVICE REQUESTED SHALL NOT REQUIRE THE CLEANER TO ACCEPT THE REQUEST AND PERFORM THE ADDITIONAL SERVICE. THIS MEANS THE CLEANER MAY REJECT THE CUSTOMER’S REQUEST AFTER COMPLETING THE SERVICE THAT WAS INITIALLY PAID FOR BY THE CUSTOMER.
OUR CLEANING OF “BODILY” FLUIDS POLICY
WHEN THE CLEANER ARRIVES ON-SITE AT A CUSTOMER’S RESIDENCE A WALK-THROUGH WILL OCCUR. DURING THE WALK-THROUGH IF THE CLEANER DISCOVERS THAT THERE ARE BODILY FLUIDS ON ANY FLOOR OR WALL THERE ARE TWO (2) OPTIONS. FIRST THE CLEANER WILL REQUIRE A RESCHEDULING OF AT LEAST ONE (1) BUSINESS DAY, UNLESS THE NEXT DAY IS A WEEKEND OR LEGAL HOLIDAY, THEN THE NEXT BUSINESS DAY SHALL FOLLOW THE EXCLUDED DAY. SECOND, THE CUSTOMER WILL BE REQUIRED TO PAY A HAZARDOUS CLEAN FEE IN ADDITION TO THE PAID SERVICE. THE HAZARDOUS CLEAN-UP FEE IS AN ADDITIONAL $85.00 PER AREA.
FOR INSTANCE, IF THERE IS BLOOD FOUND ON A BATHROOM FLOOR AND AN ADDITIONAL AREA IS FOUND TO BE CONTAINING BLOOD IS FOUND IN ANOTHER ROOM ASIDE FROM THE BATHROOM, THE FEE OF $85.00 WILL BE MULTIPLIED BY 2 BECAUSE THERE ARE TWO (2) INVOLVED AREAS. IF THERE ARE MORE THAN TWO (2) AREAS THEN THAT WILL BE NUMBER MULTIPLIED BY $85.00.
BODILY FLUIDS PRESENTS ARE HEALTH RISK AND SPECIAL CHEMICALS MUST BE UTILIZED TO THOROUGHLY CLEAN THE AREA. IF THE PROPER CLEANING AGENTS ARE NOT UTILIZED THERE IS A RISK OF THE SPREAD OF INFECTION AND OTHER BLOOD BOURNE DISEASES.
OUR CLEANERS ARE NOT ALLOWED TO CLEAN AN AREA CONTAINING BODILY FLUIDS WITHOUT PROPER PROTOCOLS LISTED IN THIS POLICY. ADDITIONALLY, THE CUSTOMER MUST ALSO SIGN AN ACKNOWLEDGEMENT THAT BODILY FLUIDS WERE FOUND IN THEIR RESIDENCE AND CLEANED PER THEIR REQUEST.
OUR CLEANING OF “EXCESSIVE” MOLD OR MILDEW POLICY
WHEN THE CLEANER ARRIVES ON-SITE AT A CUSTOMER’S RESIDENCE A WALK-THROUGH WILL OCCUR. DURING THE WALK-THROUGH IF THE CLEANER DISCOVERS THAT THERE EXCESSIVE MOLD AND/OR MILDEW THE CUSTOMER WILL BE ALERTED IMMEDIATELY TO THE CONDITION. THE CUSTOMER WILL BE REQUIRED TO PAY A HAZARDOUS CLEANING FEE IN ADDITION TO THE PAID SERVICE. THE HAZARDOUS CLEAN-UP FEE FOR MOLD AND/OR MILDEW IS AN ADDITIONAL $60.00 PER TWO (2) ROOMS THAT ARE CLEANED TO REMOVE AND/OR TREAT THE MOLD AND/OR MILDEW.
FOR INSTANCE, IF THE MOLD AND/OR MILDEW IS FOUND IN A BATHROOM AND AN ADDITIONAL AREA IS FOUND TO BE CONTAINING MOLD AND/OR MILDEW ASIDE FROM THE BATHROOM, THE FEE OF $60.00 FOR BOTH ROOMS. THE THIRD AND SUBSEQUENT AREA WILL INCUR AN ADDITIONAL FEE OF $60 PER TWO (2) ADDITIONAL ROOMS/AREAS. IN SUCH AN INSTANCE THE TOTAL FEE INCURRED WOULD BE $120.00 TO COMPLETE THE MOLD AND/OR MILDEW TREATMENT.
MOLD AND MILDEW PRESENT A HEALTH RISK AND SPECIAL CHEMICALS MUST BE UTILIZED TO THOROUGHLY CLEAN THE AREA. IF THE PROPER CLEANING AGENTS ARE NOT UTILIZED THERE IS A RISK OF THE SPREAD OF INFECTION AND OTHER BLOOD BOURNE DISEASES.
OUR CLEANERS ARE NOT ALLOWED TO CLEAN AN AREA CONTAINING MOLD AND/OR MILDEW WITHOUT PROPER PROTOCOLS LISTED IN THIS POLICY.
OUR PAYMENT FOR SERVICE POLICY
WE REQUIRE ALL CUSTOMERS TO PAY FOR ANY SERVICE REQUESTED ONLINE AT THE TIME THAT THE APPOINTMENT IS SCHEDULED. THERE ARE INSTANCES WHERE WE WILL ACCEPT PAYMENT OF THE INVOICE UPON ARRIVAL AT THE CUSTOMER’S RESIDENCE. HOWEVER, UNDER NO CIRCUMSTANCES ARE SERVICES PERFORMED PRIOR TO PAYMENT BEING RECEIVED BY THE CUSTOMER.
PAYMENT FOR SERVICE(S) ARE TO BE PAID VIA CREDIT, DEBIT OR PRE-PAID DEBIT CARDS. WE DO NOT ACCEPT CHECKS FOR ANY SERVICES RENDERED UNDER ANY CIRCUMSTANCES.