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Service Policy

Service Policy

Good Communication:  The best way to assure that you receive excellent service is to let us know how you'd like us to improve or what you'd like done differently. Feel free to call or email us at any time, and we'll make sure that your concerns and requests are taken care of.

Keys and alarm systems

Most E & I House Cleaning customers leave a key to their home at our office, and we take extreme measures to protect each key. We assign every customer key a security code and store it in a key safe. No identifying information is ever put on any key. We keep keys in our office in a lockbox, and give them out only on your cleaning day.  In the unlikely event that a key is lost, we'll notify you immediately and pay for key replacement, and changing your locks if you request it. Also for your safety, we do not return keys by mail. 
If you have an alarm system at your home and it is simple to operate, you can give instructions on its operation to your E & I House Cleaning office. However, if your alarm system is complicated, we prefer that your alarm be left off on the day of the cleaning. 

Safety Precautions  


  1. Remove our shoes or use shoe covers while cleaning the bathrooms or mopping. We are required by federal law to wear slip-resistant shoes at all times.

  2. Use ladders other than the small step ladder we provide, or climb up on any furniture. Our staff carries extension poles to reach high areas.

  3. Lift or move heavy items.

  4. Clean up human or pet waste, blood or bodily fluids.

  5. Restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrive. Otherwise we may not be able to provide service, and you may be charged a late cancellation fee.


Our employees are very important to us, and we are very serious about keeping them safe, so they do not use ladders or move anything heavier than 35 lbs. These types of activities put our employees in danger of back injury or could even damage your flooring. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. 

Cancellation and rescheduling

You're welcome to cancel or reschedule with at least 48 hours notice. We plan our schedule ahead of time, and our staff depends on the regular income of a full schedule. When you cancel on short notice, we still need to compensate our staff fairly. When we schedule your cleaning job we reserve that time for you and you alone, and turn other business away.  

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.


Do we use 'cookies'?

To ensure that all your needs are addressed, please correspond all requests and changes directly to your E & I House Cleaning office manager. Please do not communicate these important details with service providers. If for some reason you wish to terminate your Cleaning services, please be sure to submit this request by emai to our office no later than 3 days prior to your schedule cleaning.

Arrival notice

If you wish to wait for your provider to give them access into your home, please realize that we can give arrival windows of about 1 hour. Many things can affect our schedules, such as cancellations, lockouts or customers adding services. We want to save you time, not make you waste it waiting for us to arrive. Providing a key is the most efficient way for you to provide your service provider access to your home.

Duration of Regularly Scheduled Appointments: The amount of time spent cleaning may vary somewhat from appointment to appointment. If we find that we're spending less time on average than we had estimated, we'll reduce your fee. If we find that we're spending more time than anticipated, we may need to increase your fee.  In either case, we'll contact you and come to a mutual agreement. Please contact our office if you'd like to add or remove cleaning tasks, so that we can adjust the time and fee accordingly. You're always welcome to prioritize tasks for your cleaner(s).


For your convenience, E & I House Cleaning gladly accepts the following forms of payment: cash, check or credit card is due in full at or before each service appointment. Please leave payment on the kitchen counter or table, or send through the mail. If you forget one payment, please contact our office. If you have an ongoing schedule with us, we encourage you to set up automatic payment through your bank, for your convenience. If you require an invoice, please contact our office.


Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. 
Please make sure all items requested are performed to your satisfaction the day of your cleaning. There are no refunds for gift certificate purchases.

Service quality guarantee

We strive to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address and correct the problem.


If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge and additionally provide half hour of cleaning services at no extra charge to compensate for your inconvenience.


If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.


Please keep in mind that, if you have purchased hourly cleaning, we can only guarantee that a team will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.

Breakage and Loss Policy

Notification must be made within 48 hours of service, by email or phone. Once the office receives the notification a form will be sent to you to be filled out. Please note the form needs to be received within 30 days after the incident occurs.

We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the 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 do not take responsibility for damage not reported within this time frame.

Except for cases of intentional damage, E & I House Cleaning total liability for other property damage is limited to a refund of the amount paid for the cleaning service rendered on the date that the damage occurred. E & I House Cleaning, at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. E & I House Cleaning will choose the method, manner, and person or persons to perform or supply such repair or replacement.

Items excluded from liability are; cash, jewelry, one-of-a-kind items or hard to get items; items of sentimental value, art, antiques and electronics.

You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning these items or for damage to them if they have not been pointed out to us.

We 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.


E & I House Cleaning never requires tipping, but it is a powerful way to say thank you! 
Tips may be given directly to your cleaner(s)


Extra tips for end of year monetary gifts are common. (Please don't include with payment for service.)

Skip Service

Should you wish to skip service for personal reasons, there is a $20 (weekly), $30 (bi-weekly), $50(monthly) fee for the following cleaning, since we would need more time than our typical appointment. If we end up not needing extra time this fee will be void.


We don't provide service on the following holidays. If you have a cleaning appointment scheduled on these days, we will give you a call to reschedule.



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