Terms and Conditions

By scheduling a one time or recurring service with Genn Services LLC, you are agreeing to the following terms and conditions and providing authorization to charge your credit/debit card:

 

Satisfaction Guarantee

 If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a crew will be sent back to your home to redo that area.  Our cleaners must be allowed to come back within 48 business hours from the original cleaning.  We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a redo.

 

Make Your Home And  Office Accessible 

We require access to your home or office at the time of your service. You can do this by providing  a unique door code or lockbox code. If a door code is not available, we will need access to a key or a designated person to allow entry. You will still be responsible for the full service fee if we are unable to access your home or office. (see lockout policy below)

 

We recommend that you turn off alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the alarm according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions.

 

Additionally, you agree to hold harmless and/or release from liability Genn Services from any and all liability relating to any failure of the alarm or not arming the alarm properly.

  • Allow for full access to the home or office. Our cleaners perform their work in a specific order to ensure efficiency and thoroughness. If you need to direct our cleaners to clean certain areas first or to clean in a different order, this adds additional time to your cleaning. We are happy to offer this service if needed, but you must call ahead of your cleaning so we can schedule the additional time.

  • Have your home picked up and ready to be cleaned. Additional charges may be incurred if cleaners require more time if your home is not ready to be cleaned or if a job is underestimated due to the condition of the home.

  • We are not equipped to clean bug infestations, bodily fluids, or extensive grease or fire damage.  If our staff does not feel safe in a home or environment they will leave or we will remove them.

    • PLEASE NOTE: If we are not able to clean the entire space due to the conditions, you will still be responsible for the full cost of the cleaning. 

Customer Service Evaluations 

Customer feedback is crucial in helping us offer the highest quality of service to all of our clients. Customer service surveys are sent after each cleaning by email or text.  We also offer coupons for every positive Google or Yelp review that is left on our business page. You are welcome to call or email our office with feedback about your service.
 

Cancellation And Lockouts

We understand that sometimes schedules changes, or emergencies happen. We ask that you give us a minimum of 48 hours’ notice prior to your scheduled appointment. 

 

Please be advised that if your appointment is canceled in less than 48 hours of the cleaning, a fee of $50 will be charged. If the cleaning appointment is canceled the same day or the cleaning crew is unable to enter the home/ office, we will charge the full amount of the cleaning. 

Timely notice enables us to schedule another home in your place and ensure our employee’s full work schedules.

For all company initiated schedule changes due to holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible. 

Breakage And Damage Policy

If asked to dust/clean inside of china cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques or collections, or to use your equipment (e.g vacuum), you agree to hold harmless and/or release from liability Genn Services LLC and/or any of its employees responsible for any damage or breakage to any article or component. 

  • We will make every effort not to break items, but accidents do happen. We have Limited Liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason that we avoid cleaning requests for irreplaceable or sentimental valuable items.

  • Damage must be reported to our office staff by phone or email within 24 hours of service or Genn Services, LLC may not be held liable.

  • Genn Services, LLC. cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.

Payment Policy

Full payment is drafted on the day of service. Please be advised that a credit/debit card must be on file to complete your booking process. A $50 security deposit is required for all bookings to guarantee your services. Security deposit is applied towards your final invoice.

Payment Methods

VISA, MASTERCARD and BANK TRANSFERS are all acceptable forms of payment.

  • A  $50 service charge will be added to all NSF Checks. If a check is not received on the day of the cleaning your credit card will be charged. NO EXCEPTIONS

  • Declined cards and unpaid balances will incur a service charge of $50 or 15% interest whichever is greater.

 

Tips

Tips are not required but are always appreciated. We kindly remind you that tips are not included in the final invoice we provide you. If you wish to tip our cleaning team, you may do so by giving cash directly to the cleaners or you can let us know and we’ll be happy to add it when processing your payment.  Please do leave a note stating it’s a tip.

 

Late Fees

Overdue payments are subject to a late fee of $50.00 per month. This will continue every month until payment has been received by our collections department.

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Refunds

We do not offer refunds on services that have been provided. We will, however, return, and re-clean any problems that have been reported within 24 hours of the cleaning.

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Recurring Programs/ Contracts 

We have different cleaning schedules that will accommodate your needs. Please let us know which recurring schedule suits you best and we will set you up accordingly. We offer Weekly, Biweekly, and Monthly.

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Referral Program 

When you refer a friend or family member, we give them 15% off their first cleaning and you get 15% off your next cleaning! They must let us know that they were referred by you prior to their first cleaning. This discount is only subject to a standard or deep cleaning. If any of our additional services are added to the cleaning. They will not be included in the discount.


Pictures Of Before And After Work

We take before and after photos of our work. These pictures are used for training, proof of performance as well as promotion. See our website before and after for examples. If you do not want pictures taken of work areas in your home please notify us when you schedule your cleaning.

 

Non-solicitation Of Genn Services LLC Employees

When entering into an agreement for services with Genn Services, LLC you agree not to solicit for hire any staff member introduced to you by Genn Services LLC for any home‐related or commercial related services.  We spend a lot of time, money and resources finding, interviewing, checking references and backgrounds, and training our cleaners. When hired, each cleaner signs an agreement barring them from performing any home‐related or commercial related service for any of our past or present customers. 

 

If you do wish to employ a staff member directly please discuss this matter with the owner. If you are found to have solicited one of our staff please be advised that our referral/ training fee is $5,500 per hired employee.  We consider our employees our most valuable asset and charge accordingly.

 

Other Information From Genn Services LLC

  • To meet your needs and to ensure your satisfaction, Genn Services LLC reserves the option to reevaluate rates at any time.

  • If you request changes to your service after receiving your original estimate, additional charges may be billed or a new estimate may be required.

  • Due to exposed liability, we cannot care for pets, plants, or children.