Phone #: (916) 360-1510 or Email Us: vacaycleaners916@gmail.com
As a company, we here at Vacay Cleaners want to ensure that you as the customer are provided the best service possible and therefore have established the following cleaning policies. Through our policies, we aim to clearly communicate a standard level of professional service.
Through the booking of a cleaning service by telephone, e-mail, or website our customers and Vacay Cleaners (service provider) mutually agree to the following terms:
All employees go through rigorous training with Vacay Cleaners. For your protection and peace of mind, all employees undergo a nationwide background check during the hiring process. All employees are covered under our worker’s compensation policy, liability insurance and bond. A team leader is assigned to your home. While we make every effort to keep the same team leader assigned to your home, we cannot guarantee it. Illness, promotions, vacations, etc. can all result in a change of team leader or change of cleaners on a team.
Our employees will be respectful while in your home. They will not smoke or eat while in your home, nor do they watch TV. For their own safety, we do allow them to bring their own water with them, as well as step out for breaks during longer cleans. They do not answer the telephone or doorbell for their safety. Their only purpose while in your home is to clean.
Vacay Cleaners provides whole home and STR cleaning services at a flat rate. This rate guarantees the completion of our Standard Checklist for our Standard Clean service or our Deep Clean Checklist for our Deep Clean services. We do not charge hourly rates and do not guarantee a set number of labor hours.
Our flat-rate pricing assumes that your home is of average size for the number of beds and baths you have selected and meets a reasonable level of cleanliness. If the rooms are larger than average or dirtier than average, our staff may require more time to complete the service requested or may have to reduce their scope of work. If the home is not found to be in “average” condition or size and takes more than an extra 1 hour to clean, we reserve the right to adjust our fee if the client wishes us to continue.
The longer we live in our homes, the more wear and tear they show. Baseboards, showers & tubs, mold/mildew, excessive water spots & soap scum, worn flooring, grout, window tracks, etc. are all areas that wear and tear will impact cleaning results. Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that is already done. These areas may take more than one cleaning to improve in appearance or may not come clean at all.
If you require extra services or additional cleaning on your scheduled cleaning day, please contact us at least 48 hours in advance so we may schedule in the extra time needed at your home and we can give you a quote for the additional services. Please note, that if extra services are requested after the original booking Vacay Cleaners cannot guarantee we can complete them on the originally selected service date and may need to reschedule the clean.
Extra Services provided by Vacay Cleaners include:
Our cleaners take pride in cleaning your home. Since we wet-dust finished surfaces, our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort.
Please note the following limits:
We provide our professional house cleaners with all the necessary tools, equipment and cleaning supplies needed for a thorough cleaning. If you would like to request the use of your own cleaning products, you must notify us at least one week before your appointment to allow us to review the product. We may deny the request for safety or liability concerns. Since we have not tested your products for effectiveness, we will not be responsible for any damage associated with that product or solvent. Any effect on our ability to complete your clean as expected due to the use of your products may result in additional costs. If you the customer, request our professional house cleaners to use your vacuum or other equipment and/or tools, we will not assume or accept any liability for damage to the home itself, or any of its contents. Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it. Additional time and effort will be required to use only the customer’s vacuum (which usually doesn’t have the ease and accessibility of our vacuum attachments), resulting in an additional cost to clean your home. Vacay Cleaners reserves the right to refuse the use of the customer’s equipment.
Our professional cleaners exercise the most reasonable care when cleaning your home. We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item in your home, artwork, collectibles or family heirlooms valued over $100 that were not disclosed during the scheduling of your cleaning.
We are also not liable for any damages caused by the following:
In the event an item is damaged or broken in your home, our personnel are instructed to call our office at once in addition to completing a damage report. Cleaners will also photograph the damage for our records. You will be notified as soon as possible via email after our office receives the completed damage report.
You are responsible for informing Vacay Cleaners of potential hazards in the home. Should Vacay Cleaners deem hazards a risk to health and safety, services may be subject to cancellation. If no notice is given by the customer, any cancellation may be subject to Vacay Cleaners late cancellation fee.
Hazards include but are not limited to:
Our flat-rate services fee guarantees the completion of all tasks included in our cleaning checklists. Services not included in our cleans are listed below.
Upon booking you will be provided an estimated cleaning time based on the average number of labor hours it takes a professional house cleaner to clean a home the size provided on our booking form. The total cleaning time may vary depending on condition, the accuracy of the booking information and other factors. Our "estimated cleaning time" is to give our customers a general idea of how long their service will last and plan around it if need be. Our estimates are usually quite accurate when all areas of the home are accounted for in the scheduling of your cleaning. First time cleans typically take longer than our recurring services. Estimated cleaning times may be adjusted after several cleans as our staff becomes more familiar with your home.
When booking your service, we provide an hour-long arrival window for our cleaners. The actual arrival time may vary due to unforeseen circumstances (traffic jams, weather, your cleaner needed extra time to finish previous home, etc.). Cancellations, lockouts, and efficiency may also affect our schedules. If we happen to be early or late for your appointment, we will contact you as soon as possible to provide you with the most accurate expected arrival information possible.
You are responsible for providing Vacay Cleaners access to the location of service on the scheduled service date. Please inform Vacay Cleaners of the preferred method of entry before the service date.
The customer may opt to be home in order to allow access into their home the day of the service. Vacay Cleaners cannot guarantee the exact arrival time, so the customer must be home between the time scheduled to let the cleaner into the home. The customer may provide a key, garage door opener or code to gain access to the home. Keys will be placed in a secure lockbox at Vacay Cleaners office or a lockbox you may have located on your property.
Should the customer reside in a condo or apartment building, the customer may leave a key at the front desk or management for Vacay Cleaners to access. If your home has a security system, please ensure that it is turned OFF prior to our cleaner’s arrival or inform our office of the correct codes and code entry method before your scheduled clean. Vacay Cleaners is not responsible for any charges from local police departments or security groups which may be called as a result of a security alarm in which we cannot deactivate.
Due to liability, safety, and security reasons, Vacay Cleaners staff will not enter any home without express permission and clear access instructions prior to a scheduled clean. If no one is home or our cleaners are turned away for any reason the service will not be performed and cancellation fees will apply.
Our customers have peace of mind knowing we will be at our scheduled appointments. We request the same courtesy from our customers. Since we schedule weeks and often months in advance, when an appointment is canceled at the last minute we usually aren’t able to fill that spot. Our cancellation/rescheduling policy protects our cleaners who depend on the hours we have scheduled for them. Because we reserve time especially for you, please make any schedule changes at least 48hrs before your scheduled cleaning to avoid incurring the cancellation fee. Cancellation fees will be 50% of the fee you were quoted at the time of your scheduling. We appreciate your understanding. Changes to the service can affect the cost and length of the service and may require the service to need rescheduling. Vacay Cleaners will provide notification in the case of such needs. In the case that a service needs to be rescheduled, Vacay Cleaners will do our best to accommodate the customer's schedule but cannot guarantee availability to complete the service. Confirmation of the new service date will be provided if Vacay Cleaners can accommodate the updated service request.
Schedule or service changes may not be made through your cleaner. Please contact our office directly. Services may be discontinued by Vacay Cleaners in the event of multiple consecutive cancellations. Changes to the service can affect the cost and length of the service and may require the service to need rescheduling.
Vacay Cleaners closes on the following holidays New Year’s Eve, New Year’s Day, Independence Day, Thanksgiving, and Christmas Day. Regular cleaning services will be offered for all other holidays. Should your regular cleaning fall on one of these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning.
During summer months, many of our customers turn their air conditioning off or set them to higher temperatures while they are out of the house. On your scheduled cleaning day, we ask that you set the thermostat to 72 degrees so your cleaner can work in a safe environment without overheating. For safety reasons, if our cleaners arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaners have the right to refuse service if work conditions are deemed unsafe.
During the winter, we request that the home is between 60 and 72 degrees.
Cleaners will NOT remove their shoes. For safety and liability reasons, we do not allow cleaners to remove their shoes during cleaning services. Since we clean our way out of every room, we do our best to avoid leaving anything nasty behind.
We are a people and pet-friendly company, within reason. If any persons or pets will be in the home while we clean, we ask that indoor activity be limited for cleaning efficiency and safety reasons. We will not clean up vomit, urine, or feces as these present a health hazard to our staff. Likewise, we will not clean cat litter boxes, bird cages, fish tanks, etc.
Each crew is thoroughly trained on all Vacay Cleaners standards and guidelines. After each clean, team leaders will conduct walkthroughs of your home to ensure cleaners are completing all designated tasks. Team leaders will also complete physical checklists.
All first-time customers are offered a walk through with our cleaners after the completion of their clean to ensure expectations are met.
Our mission is to provide the best quality service in town. If there is anything you aren’t 100% satisfied with, let us know within 24 hours after the service completion and we will resend a cleaner to reclean the area.
Our guarantee does not apply under the following conditions:
Cash or check payments must be made at the time of the booked service. Credit card payments will be charged by Vacay Cleaners the day of the service at the end of business hours. Vacay Cleaners will not retain any credit card information within our system. If the customer fails to pay any invoice within 15 days of the due date Vacay Cleaners will suspend any future service until payment has been received.
Our office is open Monday - Saturday 8:00am to 5:00pm. After hours and Sundays, a voicemail can be left and we will return it as soon as possible.
Both you, the customer, as well as Vacay Cleaners have the ability to terminate the cleaning agreement at any point in time, provided that the party wishing to terminate provides notice. Any outstanding payment for services owed will be due at the time of termination.