Our Service Agreement
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 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.
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.
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 occurrence.
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.
Service Quality Guaranteed
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.