Policies & Procedures
Our biggest goal at Dama Clean is to make you happy and care for your home, and put on a big smile on your face. To best reach those goals we have instituted the following policies and procedures to make expectations as clear as possible for you and for our employees.
When we schedule your appointment we reserve a day and time for you and you alone.
Payment is due at the time of service. Our accepted payment methods are the following: 1) arrange for us to be paid directly from your bank via e-transfer , 3) debit card transaction. We do not accept credit cards.
We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid charges. However, a week (or more!) of advanced notice for a planned skipped appointment is really appreciated so we can schedule other work for our employees. Cancellations communicated less than 48hrs (2 full working days) prior to appointment but more than 24 hours (1 full working day) will be charged $50 per scheduled cleaner. Cancellations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning. We have held your spot and turned down business so as not to interrupt your service.
Arrival Time and Working Hours
Our hours of operation are from 8:00a.m. to 5:00 p.m, Monday-Friday. Our cleaners arrive at our first house between 8:30 and 9:00 and the last house by 3:30 p.m. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time due the variability of our workday, traffic, etc. However, we can provide you with a 1-2 hour window of our estimated arrival time if you contact the prior your cleaning.
If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged.
Lock Out/Turned Away Fee
If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.
All schedule request changes and cancellations must be made by emailing, texting, or calling Charity Machold 48 prior to your appointment
firstname.lastname@example.org / 705-931-2017
We strive to do all that we can to make you happy. However, in the event that you are not fully satisfied with a cleaning we want to know. If there are things that we aren’t doing or that you’d like us to do differently please let us know! We will do all that we can to address any issues or concerns. our clients have found that we are extremely responsive to any critiques and complaints. However, we can’t fix issues we aren’t aware of so please don’t be shy and let us know!
We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. If you would like us to use your own cleaning product we ask that you email us prior to your appointment.
Our Cleaning Technicians come with a 2-step ladder. We are unable to use client ladders or climb higher than two steps in to be in compliance with our insurance. Higher items will be dusted with an extension duster to the best of our ability.
We will move “light” furniture (dining chairs, ottomans, etc.) but for the safety of our employees and to avoid doing damage to floors we do not move sofas, beds, refrigerators, stoves, washers, dryers, etc. We will try to reach all places behind and underneath furniture either by hand or with an extension duster.
Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our cleaners are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels.
If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at Drama Clean, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home.
The safety of you and our employees is extremely important. Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (tripping over cleaning supplies, caddies, vacuum cords, etc.).
To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up hazardous materials or bodily fluids. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.
We reserve the right to adjust our rates and policies at any time.
Tips are always appreciated but not required. Feel free to add your tip to your payment or leave cash in marked envelope on your kitchen counter.
Solicitation of Staff
By using our services, you agree not to solicit for hire any staff member introduced to you by Drama Clean for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $1000.
Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by home owner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Wear and Tear
The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.
Holidays and Closings
Drama Clean is closed and there will be no cleanings scheduled on the following holidays:
New Year’s Day