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Clean places, create happy faces!

Service Agreement

590 Herndon Parkway, Suite 365. Herndon,VA 20170
P. 703-378-4330
Email: info@occclean.com

Office Hours:

Monday through Friday from 9:00 a.m. to 5:00 p.m. If we are very busy, you may get our voice mail. We return our calls promptly. If you reach us after hours, your call will be returned by our next business day.

Holidays:

Our office is closed on all major holidays. Many of our cleaning staff still work on major holidays, excluding Independence Day, Thanksgiving Day and Christmas Day. If no one is available to perform your cleaning on a holiday, we will email or call you to reschedule at least one week prior.

Newsletters:

Occasional newsletter emails are sent to our customers. Our newsletters contain important updates on holiday closures, snow days, interesting home management tidbits, and information on additional services.

Customer Feedback:

Each of our clients has different needs. Please keep us informed of any comments or suggestions you may have. The more specific your feedback, the better job our staff can do for you. In the event that you are not satisfied with the cleaning, please let management know of your concerns within 48 hours of the service.

OUR SERVICES

Products:

OCC, Corp. provides the products and equipment necessary to clean your home. Our products are earth-friendly and completely safe for your surfaces. If you would like us to use a product we do not carry, then please provide that product and we will be happy to use it in your home. We cannot, however, guarantee the safety of products that you provide. For heavy build-up or stains, we may request your permission to use a stronger cleaning agent, which may contain toxins. Please ask our office if you would like more specific information on our products.

We are happy to customize cleanings to fit individual needs. Please communicate these needs to our management staff and we will be happy to accommodate, so long as the requests are for tasks in which our cleaner has been professionally trained. We offer several different types of cleanings tailored to your needs. Below is a list of the tasks performed on each type of cleaning, and how the time is used:

No Risk booking policy for hourly cleanings:

On a first time cleaning, or if it has been over a month since the last cleaning with us, the cleaning will be charged by the hour. For hourly cleanings, the cleaners work from a written list of priorities provided by the client and get as much done as possible. Priority lists are typically completed via email. We encourage our clients to over-book rather than under-book the number of hours for a first time or occasional cleaning. There is no risk in over-booking, because we only charge for the amount of time it takes to do the cleaning. We only have a 2 hour minimum. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer. Please be as specific as possible on your priority list to ensure your cleaning is fit to your needs.

Move-In/Move-Out/Post Construction Cleanings:

These are deep cleanings in a house or apartment where there is little or no furniture, or in a home that has had recent construction. These cleanings are done hourly from a list of priorities, typically completed via email.

Ongoing House Cleanings:

After the initial hourly cleaning, we charge a fixed rate for regular service (weekly, bi-weekly or monthly). We may not be able to accommodate tri-weekly schedules. This rate includes the basic tasks listed below:

Living Spaces

Dust knick knacks, furniture, cobwebs and window sills; dust moldings and baseboards as needed; tidy the overall room appearance; vacuum floors and carpeting; and spot clean wood floors.Remove trash and recycling, and replace bags

Bathrooms

Scour all visible interior and exterior parts of toilets; clean sink, counter, cabinet face and mirror; scour shower/tub walls, floor and fixtures; dust shelving, knick knacks, mirrors and picture frames; and clean flooring including back behind the toilet.

Kitchen

Clean exterior of large appliances; clean inside and outside of microwave; clean underneath and behind small appliances; clean counter tops and cabinet faces; clean sink area; and clean flooring.

Optional Cleaning Services:

Our automated system allows us to give an estimate on basic cleaning services which cover the tasks the largest majority of our clients expect, as listed above. Additional cleaning services are provided upon request, for an additional charge. Popular optional cleaning services include, but are not limited to:

  • Change bed/bath linens
  • Clean small countertop appliances
  • Detail clean kitchen items such as burner knobs and dish washer screws
  • Polish the dish drain rack
  • Clean fingerprints on doorway trim, doors and light switch covers
  • Dust blinds (we are only equipped to do a superficial blinds dusting. Scrubbing or thorough cleaning requires a blinds specialist.)

Specialized Services:

We partner with specialists for house cleaning needs that go beyond the regular maintenance of your home. Please contact our office to schedule an appointment if you desire any of the following services:

  • Carpet cleaning
  • Area rug cleaning
  • Blinds cleaning
  • Grout cleaning

OUR AGREEMENT

Cleaning Times: We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. If your scheduled cleaner is going to be more than 15 minutes late, we will contact you. If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 4:00 p.m. Our cleaners appreciate your flexibility. When possible, please allow for an open time frame rather than an exact arrival time.

Payment Policy: Payment is due on the day of service by credit, debit card, check or cash. For credit cards we will provide an authorization form for it must be completed and signed, for ongoing services use.

Late Fee: Overdue payments are subject to a late fee of $25.00. In addition, interest will be charged at the rate of twelve percent (12%) per annum on all overdue amounts. OCC, Corp. reserves all rights available under Virginia law to collect any amounts due and owing pursuant to this agreement.

Late Cancellation/No Show Fees: If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours’ notice (excluding weekends) is required. We must adhere strictly to this policy in order to prevent lost wages for your cleaner.

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.
If a cleaning is rescheduled by the client less than 48 hours in advance, rather than cancelled, a fee of $25.00 will be charged.

On the rare occasion that OCC, Corp. must cancel a scheduled cleaning appointment with less than a 48 hour notice, and has no available openings for another cleaning appointment within the next five business days, the next cleaning will be provided at half price.

On the rare occasion that OCC, Corp. must reschedule an appointment with less than 48 hours in advance notice, a $25.00 credit will be offered on the next cleaning. If our offer to reschedule is refused by the client for any reason, no credit will be granted.

Returned Check Fee: Returned checks are subject to a $25.00 processing fee, and may incur late payment fees if the issue is not immediately remedied.

Assigned Cleaner: Your assigned cleaner will be your default cleaner with the exception of illness, vacation, personal emergency, or an ongoing schedule change. In the event that your default cleaner has an ongoing schedule change or no longer works here, she will be replaced with another trained cleaner who will have your home’s customized Work Order. You are welcome to audition multiple cleaners until you find your ideal match.

Loss or Breakage: OCC, Corp. is licensed, bonded and insured well beyond the minimum amounts purchased by many house cleaning companies. Ask our office for details on insurance limits. All your claims must be filed on the occurrency.

SERVICE QUALITY GUARANTEE

OCC, Corp. strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 48 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 one half hour of cleaning services at no extra charge to compensate for your inconvenience.

If we do not receive notice of a problem within 48 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.

If you have purchased hourly cleaning, we can only guarantee that a cleaner will stay for that 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.

Services Overview

HOME CLEANING SERVICES:

OCC, Corp. provides standard cleaning service for regularly scheduled Weekly, Bi-Weekly or Monthly house cleanings. We’re also experts in Move-Out/In, and Post-Construction cleanings. Please check out our optional cleaning service, which are available to help customize your service. To ease your other household chores, we offer specialized service such as carpet, blinds and grout cleaning. We always work with you to customize your cleaning to meet your specific needs!

Recurring Service

Most of our clients are looking for either Weekly, Bi-Weekly or Monthly cleanings. To get started, we do a one-time, bigger hourly cleaning called our Initial Service. During this appointment, we’ll get all included areas up to our professional maintenance standards. Initial cleanings are done by the hour, so you only pay for the actual time needed. We work top to bottom from a priority list template which we provide, and you customize. Once that’s out of the way, we offer discounted flat rate cleanings, on a regular schedule with a default cleaner. Both our initial and recurring quotes include our standard cleaning task by default, but can be fully customized. Optional cleaning task can further customize your home cleaning.

Occasional Cleanings

For less frequent or one-off services, we work by the hour, from a list of your priorities.

Move-In & Move-Out Cleanings

Moving is hard. We’ll take the cleaning and scrubbing off your plate! These are, by far, the biggest jobs we do in residential cleaning. The home is empty, making dusting easier, however we’re also getting into the nooks and crannies that haven’t been cleaned. We include the fridge, oven, cupboards/drawers, closets, and other reachable square footage, since the home is empty. Move-In/Out cleanings are done by the hour, so you only pay for the actual time needed. We work top to bottom from a special Move-Out priority list template which we provide, and you customize.

Post-Construction Cleanings

Our goal is to remove all that ultra-fine construction dust from every nook and cranny, ceiling to floor, everywhere reachable! This service is performed hourly, so you only pay for the time needed.

Specialized Services

We offer one-stop shopping with trusted professionals. For these Specialized Services, all scheduling and payment is still done through our office, for your convenience:

  • Inside window washing
  • Steam carpet cleaning
  • Area rug cleaning
  • Blinds cleaning
  • Grout/tile steam cleaning
  • Other Home Projects

Need a different home service not listed above? Just ask! We have been in business for two decades, and likely have an outstanding referral whose contact info we can send your way! Service areas include: Fairfax County, Loudoun County and Prince William County.

The Cleaning Services

House Cleaning the Way You Want it Done

Standard Cleaning Tasks

These are our clients’ most popularly requested cleaning tasks, making them our default tasks:

Kitchen:

  • Clean exterior of large appliances
  • Clean cabinet fronts
  • Clean counter tops
  • Clean underneath and behind counter top items
  • Clean inside and outside of microwave
  • Scrub sink area
  • Remove cobwebs
  • Dust shelving, knick knacks, mirrors and picture frames
  • Dust window sills, moldings and baseboards
  • Vacuum & mop flooring

Bathrooms:

  • Clean sink, counter, cabinet face and mirror
  • Scour shower/tub walls, floor and fixtures
  • Scour all visible interior and exterior parts of toilets
  • Remove cobwebs
  • Dust shelving, knick knacks, mirrors and picture frames
  • Dust window sills, moldings and baseboards
  • Vacuum & mop flooring including behind toilet

Living Areas/Bedrooms:

  • Remove cobwebs
  • Dust shelving, knick knacks, mirrors and picture frames
  • Dust furniture
  • Dust window sills, moldings and baseboards
  • Vacuum floors and carpeting
  • Mop hard floors
  • Tidy overall room appearance
  • Inside glass window and door fingerprint clean.

Optional Cleaning Tasks

Don’t see everything you want done? No problem! Every home is different, and we’re here to customize your service as much as you like. Any of the following optional tasks may be added by request:

  • Vacuum furniture
  • Feather dust blinds
  • Dust closet shelves
  • Clean dish drying rack
  • Spot clean telephones
  • Clean inside oven
  • Make beds (without changing linens)
  • Change bed linens & make beds
  • Change towel linens
  • Wash & dry bed linens
  • Wash & dry towel linens
  • Wash & dry clothes
  • Dust ceiling fan (if reachable)
  • Fold and hang clean clothes (per your instructions)
  • Take trash/recycling bins outside on collection day or inside afterwards (per your instructions)
  • Clean trash bins inside & out
  • Clean refrigerator & freezer inside & out
  • Clean kitchen cabinets & drawers inside
  • Clean bathroom cabinets & drawers inside
  • Detail clean stove & dishwasher knobs
  • Spot clean fingerprints on walls
  • Clean outsides of reachable light fixtures
  • Vacuum/wipe out insides of reachable light fixtures
  • Clean stove drip pans & pull-out drawer underneath (if removable)
  • Spot clean fingerprints on door trim, doors & light switches
  • Clean counter top appliances outside only
  • Clean counter top appliances inside & outside

Specialized Services

We offer one-stop shopping with trusted professionals. For these Specialized Services, all scheduling and payment is still done through our office, for your convenience:

  • Steam carpet cleaning
  • Rug cleaning
  • Upholstery cleaning
  • Blinds cleaning
  • Inside window washing
  • Grout steam cleaning

Move-Out/Move-In Services

These are deep cleanings for homes that are empty between tenants/owners:

Kitchen:

  • Cabinets & drawers in & out: A) wipe down only, or B) scrub down as needed (takes 2-4 times longer)
  • Microwave inside & out, if present
  • Outside of hood above the stove
  • Range/stove top: A) stove top & burners only, or B) stove top, burners & drip pans, or C) stove top, burners, drip pans & pull-out drawer beneath drip pans (removables)
  • Oven inside & out (must be prepared by client the night before via either Self Clean feature or sprayed down to soak in generic oven cleaner) instructions will be given by OCC, Corp.: A) wipe out with damp cloth, or B) scrub/scrape all stuck on build up
  • Refrigerator top, inside, outside, grill & freezer (must not be icy to properly clean inside): A) include freezer, or B) do not include freezer
  • Sink & fixtures
  • Counter tops
  • Dishwasher outside, & remove any obvious spills from inside- disinfected
  • Washer and dryer clean and disinfected
  • Vacuum & mop flooring (appliances not moved, only cleaned around and within reachable)

Bathrooms:

  • Shower walls & doors
  • Tub & chrome fixtures
  • Sink & counters
  • Cabinets & drawers in & out: A) wipe down only, or B) scrub down as needed (takes 2-4 times longer)
  • Towel bar & fixtures shined
  • Mirrors
  • Toilet inside & out
  • Vacuum & mop flooring

All Rooms:

  • Dust ceiling fan, if reachable
  • Remove cobwebs
  • Dust light fixtures: A) wipe down only, or B) scrub down as needed (takes 2-4 times longer)
  • Dust closet shelves: A) wipe down only, or B) scrub down as needed (takes 2-4 times longer)
  • Dust window sills: A) wipe down only, or B) scrub down as needed (takes 2-4 times longer)
  • Dust moldings: A) wipe down only, or B) scrub down as needed (takes 2-4 times longer)
  • Dust baseboards: A) wipe down only, or B) scrub down as needed (takes 2-4 times longer)
  • Spot clean fingerprints on doors, doorway trim & light switch covers
  • Wipe down outside of washer/dryer (where reachable), empty lint trap
  • Blinds: A) Light feather dust/quick vacuum of blinds (excludes upholstery/cloth blinds), or B) Wet cloth clean (takes 2-4 times longer)
  • Vacuum off outsides of reachable vents in ceilings/walls/floor
  • Vacuum & mop flooring

Is there anything we can’t do?

  • Weight – We have a 20 lb. weight limit for safety reasons. We are accustomed to moving smaller items like dining table chairs, small ottomans, etc. to clean under. If you would like any heavier furniture cleaned under, you’re welcome to move it and we’ll be happy to clean under it upon request.
  • Heights – We are limited to a 2 foot or shorter step stool and 4 foot maximum ladder. Safety is of the utmost importance to us. The great news is that our cobwebbing tools extend, so we’ll still be able to get most of those pesky cobwebs, except for on very high/vaulted ceilings.
  • Clutter – We will work around any higher-clutter areas to the best of our ability. Same with areas being used for storage, like underneath beds and on top of cabinets. We are always happy to customize your cleaning service, so please let our office know if you’d like these types of things removed to clean under and behind.
  • Outdoor Areas – Our equipment isn’t designed for cleaning outside surfaces such as patios, decks, rough concrete floors, unfinished basements, garages, exterior windows, etc. If you can provide a broom, we’ll be happy to sweep out any of those areas upon request, only cleaning provided outdoors is blow clean.
  • Heavy Hanging Objects – Large artwork, or heavy hanging mirrors that aren’t secured to the wall, are a couple of examples of heavy hanging objects. There is a high risk of both injury to the cleaner and breakage to the object. We’ll be happy to dust the tops of typical picture frames, etc. as usual.
  • Fine Artwork – For example, statues or paintings. The first rule of house cleaning is Do No Harm. Please check Yelp for professionals who specialize in cleaning artwork to keep your special treasures pristine. If you have any irreplaceable or very delicate items that you don’t want touched, just let our office know and we’ll update your account.
  • Pet Messes/Body Fluids – This includes, but is not limited to: litter boxes, pet messes, bird guano, blood, feces, urine, and overflowed toilets. Cleaning body fluids (including that of our furry friends) requires special BBP certification, which we don’t currently carry.
  • Hand Scrubbing Floors – This is a special add-on that we’re happy to do occasionally upon request. Contact our office before your cleaning day to arrange it. Our customers are very happy with their clean floors after we thoroughly vacuum and damp mop them each time or steam mop y preferrable. That said, if it’s important that your floors pass a “wet paper towel test”, you’ll want to add-on a hand scrub. Our only restriction is that we can’t hand scrub all floors every time, for health and safety reasons.
  • Mold – Some amount of pink/orange mildew, or even darker mold, is common in most homes in our region. Large amounts of mold in shower areas, on walls, etc. can affect air quality and pose a safety issue. We aren’t able to clean rooms that are heavily affected by mold, or homes with heavy mold infestations indoor only. We highly recommend for all your mold remediation needs to contact a specialist.
  • Bugs – We apologize that we aren’t able to offer post-fumigation cleanings. We ask that any bug infestations or fumigation clean-ups are completed in their entirety before we enter a home.
  • Fireplaces – The soot/ash from a fireplace will damage our equipment, especially our vacuums. Simply provide a broom and dust pan, and we’ll be happy to sweep out the fireplace upon request.
  • Chandeliers – Chandeliers require special training and tools to clean thoroughly and without risk of breaking. While we don’t clean them ourselves, there are some great specialty companies in the area that would be happy to do it for you.

FAQ’s

Why choose OCC?

Not all cleaning companies are created equal. How do you make the right choice? Just ask the right questions! How long have they been around? Are they influenced by big investors, or by real people running a family business? Do they have the lowest rates? If so, chances are their cleaner wages are low, too. Sustainability isn’t just about earth friendly products. It’s about sustainable wages and lifestyles for all. So, what really sets us apart from the competition? Our Staff!

Do you provide earth friendly products?

Yes! We have tested a wide range of products and have found the ones that are the safest and most effective. We use only earth friendly products by default. For tougher grime, we ask our clients for permission to pull out the heavy-duty cleaners, on a one-time or as-needed basis. By providing our own quality supplies, we eliminate this burden for our clients and are certain to have the right products for the job. Have allergies? They’re no match for our vacuum’s HEPA filtration system

Are you licensed, bonded and insured?

Yes! We have been a licensed business since 2000. We are bonded for up to $10,000.00 upon conviction and carry general insurance for up to $2,000,000.00. Please feel free to ask our office for the most current copy of our Certificate of Liability Insurance, or any other info you wish to review

What kind of background checks and training do you do?

In a word: thorough! We hire slowly and carefully to select only the best applicants whose work history shows strong customer service and longevity. They must wow us at every stage of the hiring process: in-depth application and interview, nationwide criminal background check, and multiple reference checks. That’s just the beginning! Each team member passes tests on products, techniques and safety before entering the field. Now they’re finally ready for our roughly 80 hour training program!

I want ongoing service. How does it work?

We start by performing a one-time deeper Initial Cleaning, after which you have the option to schedule a discounted Recurring Service on a regular day/time with a default cleaner. To get started, please submit a quote request via our website, or contact us by phone or email. Upon receiving your quote, please let us know which of the offered pricing options you prefer, and which days work to schedule the Initial Cleaning. We’ll take it from there!

Do I have to be home when the cleaner comes?

Nope! Only if you want. Most clients prefer to “stay out of the way,” so they can do more fun things before returning home to a sparkling clean house. It’s customary to provide us with a spare key to either keep in a secured lockbox, to bring with us each time, also create a garage code for your crew to use. If you live in an apartment, condo or gated community we will need parking instructions and access stickers or allowance forms. If you prefer, you’re more than welcome to be home, and we’ll be happy to work around you.

How is my key kept secure?

Upon receiving your key, we stamp it with a randomly generated key code which makes it identifiable only to those within our company. No name, no address, no nothing. If someone outside of our company came across the key, they would have no way of knowing to whom it belonged. Even more popular is our free lockbox option, which stores your spare key inside. It always stays at the job location, and can also serve as an emergency entry method for your family.

Can I have the same cleaner every time?

Yes and no. You’ll be assigned a default cleaner for recurring service. In the rare event of vacation/sick days, we’ll let you know who’s coming instead. Ongoing schedule changes do happen occasionally, in which case we’ll provide advanced notice. Most clients love every cleaner they get. If you’re not absolutely thrilled, rest assured that we are certain to have another cleaner who is right for you. We won’t be satisfied until we’ve found the perfect match.

What about my pets?

One of your cleaner’s favorite things about their job is getting to meet the furry members of your family! When you sign up for service, we’ll ask about your pets, so we can be prepared for the escape-artist kitty or unfriendly dog. Our non-toxic products are safe for all types of families and their pets.

What if I’m not completely happy with the cleaning?

Your happiness is our happiness, and we stand by our Quality Guarantee. If the job isn’t done to your satisfaction, just leave it as it is, and call us within 48 hours. We’ll come back and make it perfect at no charge. We’ll also take $25 off that service for the inconvenience. If the work was done well, but more time was needed to finish all that you would have liked, we can arrange to schedule more time.

What if I have to cancel a cleaning?

Should you need to reschedule or cancel, please make sure to provide a full 2 business days’ notice, excluding evenings/weekends when our office is closed. For instance, if your cleaning falls on a Monday, our office must know by the prior Thursday during business hours (9:00am-5:00pm). If less notice is given, the late fee is $25 if you reschedule to another day. If the appointment is skipped altogether, the late cancellation fee is 50% of the entire cleaning cost. This helps reimburse your cleaner for lost work. Thank you in advance for your understanding!

What is the minimum number of hours I can schedule cleaning?

We have a 2 hour minimum with one cleaner, which is typically the lowest you’ll find in our industry. Most companies our size only work in teams, so they must require a 4+ hour minimum charge to offset drive-time pay for their cleaners. Since our cleaners are trained to work independently, we only require a 2 hour minimum, which can save our clients money

What is appropriate client etiquette?

Feedback is #1. Everyone wants a clean home, but you might be surprised by how widely that vision varies between customers. Please communicate often. You are always encouraged to double check our work – meticulously, even! Please kindly wait until we’ve finished and double checked it first. Tipping is never expected, but always appropriate and appreciated. Typical gratuity ranges anywhere from $5-$30 per cleaner, and can be added via cash or card.

How do I prepare for my cleaning?

It’s customary to please pick things up off the floor and declutter counters and surfaces, within reason. This allows your cleaner to focus on the nitty gritty dirt and grime. Dishes are considered a daily chore, so please clear your sink and counters of any dirty dishes to the best of your ability. Your cleaner will be happy to move a few dirty dishes out of the way to clean underneath. If picking up and doing dishes are part of why you’ve hired us, we’ll be happy to do those by request!