THINGS YOU NEED TO KNOW!!
If you wish to wait for your provider to give them access into your home, please realize that we only give arrival windows of about 2 – 4 hours, such as 8-11am, 10am-12pm, 11am-1:00 pm, 12pm-3pm or 1pm-4pm. We never give an exact time due to many factors affecting our schedules, such as last minute cancellations, weather, traffic, lockouts or customers adding services. We want to save you time and not make you waste it waiting for us to arrive. Providing a key, garage code, or door code for property access also works just by informing EMJ Cleaning at our office at (678) 966 9469.
If it is necessary to cancel/skip any scheduled cleaning day, please notify EMJ Cleaning at least 24 hours before the scheduled day. We have a page on the website called Contact Us where you can use a form. You may also send an email to firstname.lastname@example.org or call (678) 966-9469, which will allow us to reassign the service provider or team to another appointment. If we receive less than 24 hours business days’ notice, or can’t access your home, it will be necessary for us to charge $50 cancelation fee to reimburse the team for travel expenses.
Our estimates are based on regular service schedules. If your travel plans are going to interrupt your service schedule, please let us know in advance so that we can compensate you by providing extra service prior to your trip or after you get home.
In the event that a member of your household is sick, please inform us as soon as possible and allow us to reschedule your service. We prefer that you wait 24 to 48 hours after the disappearance of symptoms before asking us to return.
Spontaneous Cancelations: All cancellations require at least 24 hours notice. If you fail to provide at least 24 hour notice, you will be charged a $50 cancelation fee.
Unintentional Cancelations: If we arrive to clean your home on your scheduled day and we are unable to clean your home due to a situation such as a locked door or a hostile pet, you will be charged a $50 cancelation fee. Prior to leaving, we will attempt to contact you over a period of fifteen (15) minutes using the phone number(s) you provided.
If we are unable to reach you, we will leave and will incur a charge of $50 for the cancelation fee. We are bonded and insured and we are willing to hold your house key and/or alarm codes to prevent accidental lockouts.
To ensure that all your needs are addressed, please correspond all requests and changes directly to your EMJ Cleaning office staff at (678) 966-9469. Please do not communicate these important details with service providers. Examples: Adding Basement Cleaning, Skipping Next Upcoming Appointments, etc.
Damages and Complaints
All complaints and damages must be communicated in writing to our email: email@example.com no more than 36 hours after your cleaning has been performed. The email must contain details and photographs of what and where something was broken or not cleaned correctly.
Note: Failure to report any incident or dissatisfied service within 36 hours, EMJ Cleaning will not honor any type of claim.
Our employees are very important to us, and we are very serious about keeping them safe, so they do not use ladders more than 2 steps high or move anything heavier than 35 lbs. These types of activities put our employees in danger of back injury. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. For all special requests, simply give us a call to properly arrange for your need to be handled properly.
We are happy to set up regular service, but we reserve the right to suspend or reschedule a service appointment:
* If your cleaning falls on Federal Holidays (New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day). We will reschedule your cleaning for another day. If permitting, that same week of your original cleaning day, if not, then your cleaning will be scheduled for the following week.
For your convenience, The Cleaning Service gladly accepts the following forms of payment: Cash, American Express, Discover, MasterCard/Visa. Customers will be expected to pay for their cleaning at or before the time of service. Customers may leave a credit card number in a secured file with EMJ Cleaning to use in the event you forget to leave your payment on the scheduled cleaning day.
A $10.00 non-payment fee will be incurred if payment is not made on the scheduled service day. We do not accept checks. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning. Paid invoices are available upon request.
They are cute! But please secure any pet that may be a threat. Also EMJ Cleaning services providers do not clean up after sick pets or pet accidents.
If for some reason you wish to terminate your Cleaning services, please be sure to submit this in writing by e-mail EMJ Cleaning, which can be located on the website. Service agreements may be canceled at any time and for any reason. If we are in possession for your key, it will be returned within seven (7) days. Any records containing your alarm codes will be destroyed within 24 hours.
EMJ Cleaning does not require tipping, but it is a powerful way to say thank you to your service provider. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal, or gift cards, which are easy to obtain.