Our Commitment to You!
Your delight in our service is our goal. At Tidy Touch, we are dedicated to transparency in our customer relationships. We place customer satisfaction above all else when conducting business in our community. We also understand that some cleanings can have unexpected things happen and that everyone is human. Instead of being vague about expectations or hiding from our customers, we created a Terms of Service. These rights are intended to keep the highest level of safety and security for our customers
Accidents, traffic, and jobs which require overtime happen on rare occasions. We, Tidy Touch, pledge to notify customers of any delays, cancelations, or irregularities that occur. If we need to notify a customer, we use the following forms of communication: phone (direct, voicemail, SMS) or email.
Cancellations and Reschedules
In an effort to avoid financial hardship for your cleaning technicians, advance notice of a job cancellation or reschedule is requested. This provides an opportunity to schedule other work for the cleaners for your reserved time slot. A job cancellation or reschedule with less than a 48-hour advance notice (in business days) by the customer to the Tidy Touch office is subject to a $50 charge.
Irregularities happen on occasion but we will work with you when a cleaning must be rescheduled due to uncontrollable irregularities. Customer service is our top priority and we will ensure the cleaning is completed at the most appropriate time available for you. We will notify you about an uncontrollable irregularity, rescheduling via phone or email.
We DO want to clean your home and know you would like us to clean it. Please be sure we can enter your home, either by providing us with a key, a code, or leaving a door open. If we arrive for a scheduled service to find we are unable to access your home, a lock out fee of $35 will be charged.
Since we do not bill for services provided, payment is expected at time of cleaning. We accept cash, check, and credit card payments. Checks can be made payable to Tidy Touch. We do not accept post-dated checks. There is a $35 fee for all returned checks. In the event we arrive to clean your home and there is no check left and we do not have a credit card on file we would not be able to render services at that time.
Due to the nature of our business, our staff is required to touch virtually everything in your home. We are as careful as possible; however, if something does get damaged while cleaning your home, the cleaning team will leave you a note or inform you if you are home. The office will also follow up with a phone call to determine the best course of action to take. We do our best to repair or replace anything that is damaged during your cleaning. The most tragic form of damage is that of something irreplaceable either monetary or sentimentally valued. Rather than be sorry, the safest way to protect those items is to store them away on your cleaning day, or instruct us not to clean such items. Tidy Touch is not responsible for damage due to faulty or improper installation of items. Please inform us immediately if any items in your home require this type of attention. Examples would include the following: broken or improperly installed blinds, tiles, curtain rods, loose carpet, etc.
Termination of Services
There is no term to this agreement. This is NOT a contract. Services may be terminated at any time by either party for any reason. Please kindly give 24 hour notice for all cancelled appointments.
During the course of this agreement, the client shall not solicit employment of any of Tidy Touch employees; or in the event of the termination of this agreement, for a period of twelve months following that termination.
Tidy Touch will provide all cleaning supplies and equipment
We will arrive on the day scheduled as requested and agreed upon; however, Tidy Touch reserves the right to close our office at any time, due to inclement weather. Those pesky unpredictable Minnesota winters!
Tidy Touch will be closed on the following holidays:
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Friday after Thanksgiving
• Christmas Day
• New Year’s Day
If a routine cleaning falls on one of these holidays, we will contact you in advance to arrange for a more convenient time.
Within reason, we offer flat-rate pricing that appropriately estimates the time of the cleaning. Specifically, prices are based on a size estimation using the number of bedrooms and bathrooms. If you do not disclose the true size of your home to Tidy Touch we reserve to either cancel the cleaning or charge you the full amount based on the correct size of the home.
We monitor the actual cleaning time for the initial 2-3 months of service and occasionally thereafter. Tidy Touch will contact the client to discuss possible price or service revisions if the cleaning time differs drastically from the original estimation. Tidy Touch reserves the right to reevaluate rates at any time based on the amount of time it is taking to perform our services in order to meet our client’s standards. In the instance that cancellations become a pattern this will also cause the rate to increase to the next level (Ex. if you are serviced weekly and you skip a service, you will have to pay the bi-weekly rate for your next cleaning, if you are serviced bi-weekly and you skip a service you will pay the monthly rate for you next cleaning) The extra charge is due to the fact that the cleaners will need to stay longer to clean your home properly. We understand things happen. This increase in rate affects clients who often cancel their regular service.
Scope of Work
The teams are instructed to follow the work requirements as outlined on the work order they have. If you have any extra needs, please contact the office at least 2 business days before your scheduled cleaning so we can be sure to schedule extra time in your home. Anything outside of our agreed upon scope of work, including the cleaning of rooms not originally included in the booking, are considered add–ons and additional fees apply. All add-ons must be processed through the office, and not through the employees of Tidy Touch. Employees are not authorized to deviate from the work order without prior approval from management.
Your pets are important to you, which makes them important to us! If your pet is completely comfortable around strangers, we have no issues with them being unsecured. However if they are not, we ask that they please be placed in an area not being cleaned. Please let us know if there is any important information regarding your pets that would be helpful for us to know to protect both them and the cleaning team.
Full Service Guarantee
Here at Tidy Touch, the satisfaction of our clients is our primary objective. If we should ever miss an area, just contact us within 24 hours and we will return to your home to re-clean the area you are dissatisfied with. We want you to be absolutely delighted with every cleaning service we provide you!