Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.
HOW OUR RATES ARECALCULATED
Our quotes arecalculated based on the information provided to us by the client, such as sqft,areas that need to be cleaned, etc. We charge hourly rates, therefore based onthe condition of the property, the clean could take more or less time than theinitial quote. You will only be billed for the number of hours the cleaner/sare at the clean working efficiently. Our hourly rates are non-negotiable.
We are aProfessional and Legal Cleaning Service that complies with all Minnesota LaborLaws and Legal Business Operations. This includes Worker’s Compensation,Payroll Taxes, Liability Insurance, Bonded, and OSHA Compliant. We also runnational background checks on all of our employees.
Gratuity is notrequired but always appreciated for a job well done. It is a powerful way tosay thank you to your cleaner/s. Even a personal note from you expressing yourappreciation for their service means a lot!
If you are happywith your cleaning and choose to leave gratuity, please leave tip at your homeon cleaning day or let us know so we can add gratuity to the invoice prior tocharging your card.
HEALTH AND SAFETY
Due to health andsafety reasons, we are unable to clean up mold, human, pest (flea and rodentinfestations, etc.) or pet waste and bodily fluids. We can recommend a companythat is equipped to handle these situations. If we come into a home thatrequires this type of cleaning we will skip the affected rooms and discount theclient accordingly, if needed. We do ask to be informed beforehand if this maybe an issue.
We do not climbhigher than a 3-step ladder. We do use extension poles for higher items thatneed dusting and cobwebbing (limitations apply).
We understand thatlife happens. Things come up that you may not be able to plan for. For thisreason, we have established a policy that allows for some wiggle room.
We require 2 business day (48 hour) notice tocancel an appointment without penalty. If you must cancel/reschedule within 48hours of your scheduled clean there will be a $40 cancelation fee. If canceledwithin 24 hours the cancelation fee is $60.
There will be a 50%cancelation fee for the second occurrence.
If this happens athird time, you will be charged for the full price of your scheduled cleaning.
This also appliesto LOCKOUTS, meaning that if we are not able to access your home on thescheduled day.
We stronglyrecommend that you provide a garage code or lockbox on the property to avoidlock outs from happening. That way, there will be no incident of missing hidekeys, forgetting to leave the door unlocked, etc.
Schedules are alwaysconfirmed via email or push notification (through the Jobber app) 3 days priorto your scheduled clean.
There will generallybe one or two Cleaning Techs assigned to your home. Please note that, when morethan one cleaner is assigned, the quoted time required to complete the job,which was given in labor hours, is reduced. For example, if you were scheduledfor a five labor-hour service and two cleaners are assigned, the total in-homecleaning time is two and one-half hours. We strive to have the same staffmembers clean your home or office on a regular basis, however, this is notguaranteed. Due to vacation, illness or departure from the company, TurnoverCleaning may occasionally provide a replacement cleaning tech.
If, due to theunique nature of your home, your service providers are unable to complete yourcleaning within the amount of time requested, we may call you to ask forauthorization to spend more time cleaning your home. We will inform you ofadditional costs accordingly before proceeding with the work.
ACCESS TO YOUR HOME
We will discussarrangements of how to access your home before your first service. Clientsgenerally provide a code for a lock box or garage code located at the propertywhich alleviates the need to remember to leave out a key or having to waitaround to let us in each visit (this also avoids lock out charges). We are notable to keep a copy of the key as we cannot guarantee the same Tech each visitand do not want the possibility of a key being lost or misplaced.
To ensure qualityservice for all of our valued clients, Turnover Cleaning cannot specify exactarrival times. Arrival windows allow our cleaning techs to handle all thevariables of each day and each home without affecting the promise of qualityservice we make to you.
Service providers(s)will arrive within the following timeframes:
- When we have access to yourhome, our arrival window will be between 8am and 6pm on the scheduled day.
- When we are meeting someone atthe home, we will set a 3 hour arrival window between the hours of 8am and 6pm.
We acceptMasterCard, Visa, Discover, American Express credit/debit cards throughelectronic invoicing. When scheduling an appointment, we require a credit/debitcard on file. For ongoing service we offer the convenience of Auto-Pay throughour invoicing services. After you pay your first invoice your credit card/debitcard will automatically save. Your card will be charged after the service iscompleted. If your card declines for any reason and you do not make payment infull by the 10th day, there will be a late fee applied to yourinvoice.
Payments are dueupon receipt. If payment is not paid in full by the 10th day, there will be a5% late fee added to the original invoice. This 5% will also be added for every10 additional days the invoice is outstanding.
GETTING READY FORTHE CLEANING
Don't"clean" before we arrive, but do "pick up/declutter" asmuch as possible in areas you would like us to clean. This will allow us tofocus more on detail and quality for you. To avoid possible breakage we willnot clean heavily cluttered areas (shelving, countertops, etc).
We suggest that thehome be unoccupied during the time of cleaning. This way we can be the mostefficient and give the best rate possible. We understand this may not always bepossible, but it is our recommendation due to our experiences in the industry.
We love them! Butplease secure any pet that may be a threat. Also, we do not clean up after sickpets or pet accidents.
It's bound to happenevery once in a while. We do our best to prevent it and in the case that anaccident happens, effective communication will be made between the cleaner andmanagement and then management with the client.
We will pay up to$100 per broken item, when value is verifiable. If the damage is valued at morethan $100, a Liability Insurance Claim and Investigation will need to be openedthrough our insurance carrier.
As the owners ofTurnover Cleaning, we take responsibility for our employees and their actions.Our policies are designed to help minimize risks. We will personally review anyunresolved incident to insure we come to a fair resolution. You are our valuedcustomer and we wish to resolve each incident to your satisfaction.
To ensure the bestquality of service, Turnover Cleaning prefers to use Company supplies andequipment. However, if you own special products that you would like to haveused on particular surfaces, we are happy to accommodate your request. Pleasecontact us prior to your scheduled clean to provide instructions so we cancommunicate these requests to your cleaner/s.
Since cleaning is avery personal and human service, we realize that occasionally an area may notbe cleaned to your satisfaction. We are unable to offer a refund, but TurnoverCleaning will happily re-clean any area that is listed on either our standard,deep, or move in/out cleaning checklist (whichever clean you were scheduledfor). Please let us know of any issues or concerns within 24 hours of yourcleaning service and we will do our best to make it right.
Turnover Cleaningreserves the right to adjust client rates at any time. You will be notified 30days prior to any price increases.
Should you wish tohire a present or past Turnover Cleaning staff member for any home and/orbusiness related service outside of your agreement with Turnover Cleaning, our referral fee is $2,500. This fee is due within 30 days of notification fromTurnover Cleaning. If the fee is not paid, Turnover Cleaning reserves the rightto pursue other methods of collection. Also the cleaning tech/s will be immediately terminated from Turnover Cleaning.
Occasionally we liketo take before and after pictures of cleaning jobs. Interior pictures will befor our office reference and/or training. If there are great transformation pictures we sometimes put up on our Facebook page or on our website. These photos will never be linked to your name or address. At NO point will any imageinclude photos of any person living in the home. The photos we take will NEVER be focused on personal property unless it is your personal property that wasdamaged and the photos are required by our insurance to process a claim. Wealways respect your right to privacy.
Please do not hesitate to give us a call if you need further clarification on any of our policies. We clean all homes with asmuch care and respect as possible. When we fail, we seek your communication onthe matter. We never want an issue to go unresolved. Thank you for your business and for allowing us in your home!