Your Satisfaction Is Our Priority
Terms and Conditions
Deluxe Housekeeping collects the minimum amount of personally identifiable information necessary to improve our site and the service we provide. Data we collect includes any or all of the information you provide while using our website and/or services.
Use of Information
Deluxe Housekeeping may use the personal information collected through our site specifically for the purposes detailed in this policy. Personal information that we process for any reasons won’t be kept longer than is necessary for those purposes. We will take reasonable measures to prevent the loss or misuse of your personal information (e.g. encryption).
Duration of Appointment
The amount of time spent with our service may vary from appointment to appointment. Sometimes we have additional team members, and that will reduce the service time. And sometimes other factors increase or decrease the time spent in your home.
It is important to remember that the time spent in your home will never be indicative of the quality of the services performed. Every trip to your home will always result in the highest quality services.
Cancellation Fees and Rescheduling of Appointments
Last minute cancellations are a serious issue in our industry. Our Clients are the reason for our business. But our employees are the lifeblood of our business and are essential to providing high quality services to our Clients. We want to keep employees long term and to do that we need to ensure they have enough hours in the day to cover their expected work time. This becomes impossible when Clients cancel at the last minute. When Clients cancel our employees do not work and do not get paid. We do not have walk-ins or new Clients calling to fill the schedule after a last minute cancellation.
We encourage you to keep your schedule appointment because it is important for ours employees and others clients however if you must cancel or reschedule any appointment then you have to send us an e-mail with a minimum of forty eight (48) hours. In the event less than forty eight hours notice is given, a full charge of cleaning, this fee will be charged to the credit card number on file. Cash and check paying customers will be billed for the fee. We cannot perform any additional services until this fee is paid. The 48 hours is not calculated on our business hours. Its 48 real time clock hours.
Our cancellation policy also applies if we arrive to maintain your home on your scheduled day and we are unable to get in your home due to a situation such as a locked door, changed alarm codes, a hostile pet or any other situation which endangers our employee.
Without a consistently applied cancellation policy we are in danger of losing our trusted and valued employees to other services that maintain and enforce such a policy. We don’t want to have a continual revolving door of new hires. We are hopeful then that our Clients will understand the need for this policy. Thus, respecting our procedure for reschedules helps ensure you will get the best service possible.
If you wish to cancel or reschedule more than 48 hours ahead of your scheduled service you are welcome to call us at 281.710.5550 or send us an email at firstname.lastname@example.org.
Holidays, Vacations and Other Closings
We are closed on 4 major holidays. If your service falls on a holiday we will reschedule for another day. If our schedule permits, we will do so the same week of your original service day. If not, then your service will be scheduled in the following week. ▪ Christmas Day ▪ New Years Day ▪ Independence Day ▪ Thanksgiving Day
Weather Related Emergencies
Living in Houston means unexpected weather occurs, in the event of rain, flooding, extreme heat or other emergencies we try to continue our usual schedule. However, in severe weather it is often difficult for our employees to make it from outlying areas. So for the protection of our employees we may decide to cancel our schedule for the day. If possible, and subject to availability, we try to anticipate closures and reschedule for an earlier day. If we cannot complete our schedule because of a weather related closing we will contact you to reschedule your service.
Serious Client Illnesses
If you or any member of your family will be home sick on your scheduled service day with any serious contagious illness, we ask you that you please cancel your appointment. If it is less than 24 hours’ notice you will be subject to the cancellation fee. We will do our best to reschedule your appointment as soon as possible.
The ideal housekeeping situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so our team can work uninterrupted. However, there are a few things that you can do to make the housekeeping day the most efficient and productive for the team assigned.
Please “pick up” as much as possible so we can focus on the quality and details of the job. We appreciate it.
We are happy to provide you with additional services. Extra services needs to be requested in advance so Deluxe Housekeeping can provide you with an estimate of the additional costs involved and schedule the employee time and supplies needed.
Individual employees are not allowed to authorize extra services without prior consent.
The safety of our Clients and Employees during the performance of our services is paramount. During the time when we are in your home your home becomes our employees’ workplace. We are required to ensure the safety of all employees in the work environment.
Please ensure that your house is well ventilated or air conditioned. We ask that you keep your home in the 65-74° range while we’re in the house.
Please advise our employees of anything in the home that is not working properly (glass shower door falls off hinges when opened, hot water faucet is reversed with cold water, exposed wiring, picture frame is already broken and should not be moved, etc.).
We take pride in being a pet-friendly housekeeping service and we take special care to make your pet feel comfortable during our service. However, we do need to make sure that our employees’ safety is addressed. If you have aggressive pets, please secure them during our service.
Keys and Alarm System
We strongly encourage our ongoing clients to supply us with a key for entry. We keep keys in our office in a lock box, and give them out only on your service day. Most of our customers provide us with a key to their home. If you have an alarm system, you can leave your alarm system off the day of your scheduled service or provide us a guest code to use. The Client may also choose to purchase a real estate lock box to place a spare key in, and then provide Deluxe Housekeeping with the pass code.
If a client chooses to leave their door unlocked, leave their alarm off, or leave their house key in an unsecured place for the Employees to gain entry, the client releases Deluxe Housekeeping from all liability that arises from damage made before or after the housekeepers leave the premises. The client understands that they will be responsible for any damages that are caused before or after their scheduled housekeeping team.
Supplies and Equipment
Deluxe Housekeeping brings all of its own equipment and supplies. We do this so that our employees are trained in the use of each supplies and equipment. Having solid knowledge and training in the supplies and equipment ensures safe, consistent and high quality housekeeping. It also eliminates the Client from having to keep track of supplies and maintain equipment.
Breakage or Damages
We train our staff to take extra care with your belongings, however on rare occasions accidents do happen. Our staff is instructed to report breakage or damage immediately to our office and to you if you’re available. If you believe that something has been damaged or broken by us, we need to hear about it within 24 hours after your appointment. We will investigate the issue immediately and take the steps necessary to resolve the situation. We cannot be responsible for items that have not been damaged by our team members.
We also cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had prior damage. If you have valuables or heirlooms, that are irreplaceable, collectable or expensive objects, it’s preferred that these items be secured prior to the service and put away to avoid potential accidents. The Client is responsible for letting us know of any valuables that you prefer we not clean or handle.
Our Business Hours are Monday through Friday from 9:00 a.m. to 5:00 p.m.
The quickest and the preferred way to reach us at all times is by using email at email@example.com. Our practice during business hours is to respond and reply to all emails within two hours. Emails that are sent outside of business hours will be responded to no later than two hours after the start of the next business day.
Phone calls are also welcome during business hours at 281.710.5550. As with the emails, if we do not immediately answer we will return your call within two hours. Calls outside of business hours will be returned no later than two hours after the start of the next business day.
Since housekeeping is a very personalized service we are always asking for Client feedback. Please send an email and let us know if there are any concerns or positive comments either good or bad. This feedback is essential to serve you better, to correct any problems and to pass on these comments to our housekeepers. We at Deluxe Housekeeping also regularly use our Checklist to ensure that nothing is missed. We want to be sure that you are consistently happy with our service, but sometimes a mistake may occur. Please notify us within 24 hours of your service if you are displeased with the quality of it, so that we can return to correct the situation in a timely manner without any additional charges.
The privacy of our clients is paramount at Deluxe Housekeeping. We maintain a strict policy regarding the confidential information of our clientele. We guarantee discretion and do not share any information outside of our company.
We do not allow anyone into the residence while we are housekeeping other than our team of employees without explicit direction from our client. We ask that you inform us of any expected service or delivery persons expected during our time in your home.
If you provide us with a key we take that security very seriously. We do not duplicate your key. If we are provided with an alarm code we maintain the confidentially of alarm codes. Keys and codes are only provided to the employees who need to use them on the day of cleaning.
Deluxe Housekeeping occasionally takes photos of areas in your home for training and evaluation of our employees. We will never use the pictures outside of this limited purpose and the pictures will be deleted/destroyed once their purposes have been served.
Payment for Services
Deluxe Housekeeping accepts cash and check. Payment is due in full at the time of service. When paying by cash or check, the payment should be left on the kitchen table or counter top, or some other location identified to the team. If you forget to leave the payment, we will bill you for the service. There is a $35 fee for any returned check. If the missed payment is not current at the next scheduled appointment your home will not be cleaned until your account is paid in full. If you require an invoice, please let us know and we will provide one.
Anytime one of our clients recommends our housekeeping services to their friends or family, we are deeply honored. For you to take the time to tell your friends or neighbors that they should use our service is a great compliment that we truly appreciate. We believe there is no better advertisement than a satisfied customer. If you have already received services from us, in addition to our thanks, we want to extend a gesture of appreciation to you, our loyal customer, when you refer your friends and family to us. If someone you refer to us uses our services ones, you will earn a 15% credit on your next service for the one time referral.
Insurance and Bonding
Deluxe Housekeeping is fully licensed, insured and bonded. We are more than happy to provide you with the specifics if that is necessary to you for any reason. We believe that it is imperative for a housekeeping service to be bonded and insured. Many housekeeping, cleaning services and independent providers do not carry this liability insurance. We believe that this is very as accidents do occasionally occur.
We are committed to providing you with the best service possible. If you are not completely satisfied with our service, simply call within 24 hours and your concerns will be resolved quickly.
Termination of Housekeeping Services
Either party may end this business relationship at any time for any reason. If you choose to end our services, we would appreciate if you would give us as much written notice as possible, preferably 30 days if possible. If you wish to end our services, any feedback you can provide us on why you’re leaving is always greatly appreciated.