Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work. By using the services of E&L Cleaning Solutions, you agree to abide by the following policies and procedures:
We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for.
If you’re not content with your cleaning, notify us within 24 hours. We will come out and re-clean (within a 7-day window) for free. We ask that you allow us to write our wrong. If the client does
not allow us to return, there will be no return of a refund. If you still don’t think we did a good enough job to recommend us to your friends, we’ll refund your money.
We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include, but are not limited to:
Receive Bonuses and Discounts when you refer us! We love referrals and appreciate it when you tell friends and neighbors about our service. Thank you for your confidence in us!
Payment is due on the day of service by cash or card. We do need you to give us a credit card prior to the day of your cleaning.
Because we reserve a time especially for you, please make any schedule changes 48 business hours before service to avoid incurring a cancellation fee. If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours’ notice (excluding weekends and public holidays) is required. If a cleaning appointment is cancelled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of 50% of that cleaning’s cost will be charged. If an open ended (hourly) cleaning is cancelled less than 48 hours in advance, a cancellation fee of $75.00 will be charged. We must adhere strictly to this policy in order to prevent lost wages for your cleaner. We appreciate your understanding.
Late schedule changes due to unexpected circumstances not under your control will be reviewed on a case-by-case basis, and we may ask for documentation. During the winter season, in the event of inclement weather, E&L Cleaning Solutions will follow the closing and delay decisions of Essex County Public Schools. Please make sure that your driveway, parking lot, sidewalk, and/or entrance is properly accessible to avoid cancellation/rescheduling fees.
We cannot work effectively in a house without electricity or running water. Please ensure that your home – especially if it is empty and in the middle of being sold/bought/turned over – will have electricity and running water on the day of service. Late Cancellation/Rescheduling fees may apply if we need to make last-minute schedule changes due to lack of electricity or water.
Please don’t “clean” before we arrive, but do “pick up” as much as possible; for example, clearing the floors of clothing and toys, clearing surfaces of small items such as pens, coins, important documents, etc. Please don’t worry about countertop appliances and small pieces of furniture – we clean and move those as we go. This type of pick up will allow us to focus more on detail and quality for you. Please set your A/C temperature to 68-72 degrees F, especially during the summer months. We won’t be able to clean in houses that are too hot and pose a safety risk to our employees.
The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home. Please secure pets and keep children in another area as we are working with equipment and products that may not be safe for children.
We require that we leave any collected trash in the garbage bin at the homeowner’s location. We cannot take trash with us.
Our quality control system consists of email requests for feedback after each visit. It is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. We will correct or address any issues we are made aware of.
We love them! The last thing we want to do is upset your pets as we clean, and we’ll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:
Our products are plant based and biodegradable for the safety of the homeowner and the cleaning technicians. We will occasionally use stronger products as needed and if permitted by the homeowner.
We hate it when breakage happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies:
E&L Cleaning Solutions and all employees are covered by up to $1 Million in General liability insurance. Fraudulent claims will be prosecuted to the full extent of the law.
Upon request, we can provide recurring customers of E & L with a supply kit containing reusable supplies. This kit is yours to keep for the duration of our service with you and is free of charge. Here are important details regarding the supply kit:
Based on the size of your home and any add-ons, your booking includes a maximum number of man-hours we’ll spend completing the work outlined in our service checklists (The definition of man-hours: a unit of one hour’s work by one person). Some important details regarding our pricing:
Prices are fixed rates for recurring visits. We assume similar levels of organization and build-up during each visit. If there are changes to the amount of work involved or clutter to handle, we will contact you and reassess our prices as needed.
All small requests, add-ons, or swaps must be added to your appointment through the office to ensure that 1) we can provide the service you’re requesting, and 2) our techs are prepared with enough time and the right supplies to perform the request.
We value our employees and pour an enormous amount of time, energy and, expense into our screening, hiring, and training process. E&L Cleaning Solutions strives to have one of the lowest employee turnover rates in the nation. This agreement helps safeguard our success at providing only the best staff to our deserving customers. Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. It is for this reason that our customers and employees must agree to our non-solicitation agreement. If breached, a fee of $2500 (for damages) will be assessed. This helps to minimize the risk of unfair solicitation that undermines the good experience all our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for hire directly. By booking ourservices, you are agreeing to the following terms: