Service Agreement

We do not have a contract that commits you to a minimum number of cleanings. You may cancel your  scheduled service(s) by providing an advance notice of 7 days or more to 25th Hour Cleaning.

This Service Agreement defines the responsibilities and liabilities of 25th Hour Cleaning and our customers.  

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General Limits, Conditions, and Liability 

Insurance, General Liability, Property Damage, & Tax Reporting: We carry a $1,000,000 liability insurance policy and a $2,000,000 Property Damage policy. In addition, we hereby attest to our customers that we collect and report all employer-required taxes for the cleaner's services to local, state, and federal agencies…protecting you from IRS  tax-liability with respect to income the cleaners receive. All cleaners are covered by State worker’s compensation insurance for any injuries occurring inside or outside of your home.  

Take precautions when you have any service workers in your home.  It is your responsibility to keep jewelry, valuables, firearms & loose money put away and secure. We hire honest people, conduct background checks on all employees, and train our team to work with care. However, the only way to guarantee these items are not lost, stolen, or damaged is to keep them put away and secured. 

 

Security Alarms 

25th Hour Cleaning is not responsible for any charges from a local police department that is called out due to an activated alarm that we are not able to turn off based on the instructions provided or omitted  during your set up process.  

 

Pets:

Our cleaners are trained to close doors as soon as they enter and exit your home  and to not leave doors open for long periods. Even though we are careful, we cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home, though we’re sure our cleaners will do their best to call your pets back in. You will be notified as soon as an escapee is spotted if this does occur. 

 

Pet feces and urine:

Our cleaners are trained not to pick up pet feces, including emptying litter boxes - however some do out of kindness, but please don’t expect this service. Urine stains on  hardwood floors will be mopped by our cleaners, but please understand that if urine has soaked into the wood, the discoloration (stain) may not come out. A flooring specialist should be contacted.  

 

Visitors and Contractors:

If you will have guests, house/pet sitters or contractors in your home while we are scheduled to clean, please communicate this with us prior to your appointment. For the safety of our cleaners, if a homeowner is not present and an unknown person is in the home on arrival, your cleaning may be rescheduled. If an unknown person arrives during your cleaning, our cleaners are trained to keep doors locked during cleaning and not answer the door unless they’ve been asked to do so. 

At times, contractors have asked for a door to be left unlocked when we leave a cleaning. We will not do this without homeowner permission.

 

Cleaning-Day Home Preparation:

We ask that you take a few minutes the night before your scheduled service to tidy your space and allow your cleaners access for thorough cleaning. This will include floors, countertops, sinks, table  tops, nightstands, dressers, bookshelves, desks, and any other areas that may accumulate excessive items throughout the week. Please remove dirty dishes from the kitchen sink unless you have pre-arranged for dish care more than 48 hours in advance. Due to time constraints, overly cluttered surfaces or areas may or may not be cleaned.

If you would like tidying spaces included in your future cleanings, please contact our office at info@25thhourcleaning.com so we can make this addition to your service.   

 

Use of Homeowner’s vacuum, cleaning equipment, cleaning supplies, chemicals, or solvents:

If you require or request us to use your vacuum(s), cleaning equipment, supplies, chemicals, solvents, or any personally purchased products, then we are not liable for damage caused to your home or to the items you supply the cleaners. We are not liable for any damage caused by your vacuum. We gladly supply all equipment and supplies necessary to complete your cleanings to 25th Hour Cleaning standards. The property owner understands and assumes all risk or problems including damage directly and indirectly caused by using anything including but not limited to equipment,  cleaning supplies, vacuums, solvents, solutions, chemicals, or any other product provided by the customer.  

 

Dusting:

Our techniques capture and remove dust from surfaces. If your home has not been professionally dusted recently, has not had air ducts cleaned for a long period of time, or has undergone recent renovations, you may encounter dust settling back onto surfaces even within a few hours. This is more common in first-time cleanings, and it may take a few visits before settling dust becomes minimized.  

 Dusting height limits. Due to safety considerations, we are not able to dust items on shelves or hung on a wall higher than a cleaner can reach standing on a 2-step stepladder. We do use extension poles to high dust rooms but we will not high dust items that may tip over or fall off the wall if we are not able to hold it with one hand to secure it while we dust. 

 

Showers and Tubs: 

Showers and Tubs can accumulate lime, calcium, and soap scum. Our cleaning solutions  work very well on cutting through these deposits, however, sometimes it may take two or three visits before showers and tubs become free of these deposits. Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains may be removed by our cleaning products, but eliminating them completely may require the homeowner to have their shower re-grouted or re-caulked.  

 

Repairs and Replacement of damaged items: 

Accidents are rare but if they happen, we take care of the problem immediately. Our primary remedy for a damage claim is to repair it. All repairs are completed to industry standards. If items cannot be repaired, the office will coordinate replacing the item.  

 

Damage or Breakage disclaimer: 

Our cleaners exercise reasonable care when cleaning your home however, we do carry insurance for damage or breakage caused by our cleaners negligence. We are not liable for damage that is caused by “normal wear and tear” or improper installation of an item. These items include but are not limited to  the following examples:  

 Carpet & Rug Snags | Carpet snags are the result of “exposed loops” caused by normal wear and tear,  moving furniture, etc. which are snagged by a vacuum’s roller brush. 

 Broken Blinds | Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks. If this occurs, we will gladly help you purchase and install new blinds for an additional appointment fee. 

 Improperly hung items | If items are securely/properly attached to the  wall, they should not fall when the item is dusted/wiped. 

 Artwork, Collectibles, Family Heirlooms, and valuables over $500 | During our new client set up, we ask customers if there are any items in the home that we should not clean or touch. While we have insurance, irreplaceable items cannot be compensated for. It is the customer’s responsibility to inform us of any new items brought into the home, after our initial setup that falls into this category. This notification must be sent in writing and receive confirmation. admin@25thhourcleaning.com 

 Floors that are not sealed | Our standard floor care is safe and effective on all sealed floors including marble and hardwood floors. If floors are not fully sealed they are subject to water damage. According  to the National Wood Flooring Association, hardwood floors need a maintenance coat every 3-5 years. We are not responsible for any hardwood floor damage on floors that have not had a maintenance coat outside of the recommended time frames.

 

Payment for Services:

Payment is due prior to delivery of services. Our recurring customers are scheduled for automatic payments processed on Monday the week of their appointment. You will receive an invoice prior to your first appointment to enter card information or you may contact our office to communicate your card details by phone.

If you have made arrangements with our office to pay manually, we require payment to be submitted 5 days prior to your appointment to guarantee your spot on our schedule. If payment is not received, services for that day will be cancelled and your spot will be offered to customers on our waitlist. 

 Credit Cards | We do not currently charge a fee for credit card processing as we request payment in this format. 

 Refunds | Because cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re-clean any areas free of charge according to our 100% Satisfaction Guarantee. 

 Service fee for returned checks |Checks returned for non-payment, (insufficient funds, closed account, etc) will be charged a $50 returned check fee in addition to making good on the payment for services. 

 

Pricing:

We do not price jobs as hourly work. All jobs are priced according to the value of service delivered with a maximum amount of time spent in homes. 

 

Advance Payment:

Customers may choose to pay ahead for cleaning services for a period of 3 months or more. We now offer 3 month, 6 month, and 1 year one time payment discounts as follows:

when you pay for 3 months of visits in one payment, you will receive a 5% discount off the total amount paid. For 6 months, you will receive a 10% discount and for 1 year you will receive a 15% discount. This will serve as a binding agreement to use 25th Hour Cleaning services for the agreed amount of time and to lock in customers’ cleaning rates at the time of advance payment.  

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Fee for Reschedules, Cancellations and Lock-Outs with less 7 days notice:

We are happy to work with customers to reschedule and cancel services throughout the year to work around their schedules and life circumstances; however, to effectively do so without bringing harm to your cleaning team, we require sufficient notice to fill this gap in their schedule. Our tailored scheduling method provides customers with the same cleaner at each visit and also provides cleaning technicians with schedule and income stability. They are paid according to the cleanings completed and last minute cancellations affect this through no fault of their own. 

With that in mind, this policy addresses reschedules, cancellations with less than 7 days notice as well as lock-outs when a cleaner arrives at the scheduled time and is unable to gain access to the home.

 

Any cancellation of service with less than 7 days notice will result in a fee equal to 50% of the service.

 

When circumstances arise, we will always attempt to reschedule your appointment to our next available time. If we are able to reschedule your appointment within 7 days of the scheduled appointment, the following cancellation fee will be waived. If you do choose not to reschedule, your next appointment will be equal to 1.5 times your usual rate and extra time will be scheduled to bring your space back to our maintenance standards. 

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Please note, it's not always possible to replace a job in less than a week, which results in your cleaning technicians earning less and creates higher turnover rates in this industry. We have worked hard to form a solid team of people for our customers to depend on and we’d like to keep them around! We all know how hard it is to find and keep good employees. 

When you are charged this fee, it is delegated to your cleaning technician.   

 

We do understand emergencies can arise, so recurring customers are allowed 2 late cancellations with requested grace; for all other circumstances, a 50% charge will be processed to the card on file if a cancellation is made with less than 7 days notice. If you do not request the cancellation fee be waived at the time of your cancellation, we will apply this fee and pay it to your assigned cleaner. 

 

If you have already assessed a fee for your appointment upon cancellation, we will apply the remaining charge to your next scheduled appointment and schedule for additional time or staff to bring your space back to its regular maintained level.

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Most cancellations can be avoided by giving us access to the home and most customers choose to provide a door or garage code so cleaning technicians are able to access the home. We are insured against any problems associated with giving us access to your home. 

 

Cancellations Due to Inclement Weather

In cases of inclement weather, we will reschedule appointments and encourage your cleaning technicians to act like a kid and enjoy a snow day. If local schools are closed or MoDOT is requesting people stay off roads, we will begin rescheduling. We do offer our cleaning technicians the option to deliver service if customers are willing and their vehicle + road conditions en route offer safe conditions. 

If we are unable to reschedule for any reason, a 50% credit of paid for service will be applied to the next appointment and additional time added to take care of the extra time between care. 

 

Cancellations due to illness:

If you or someone in your home is ill with a verified contagious infection, we ask that the affected parties quarantine themselves to a room or level of the home that your cleaning technician will skip over while offering cleaning and sanitation to all other areas of the home wearing gloves and face masks for their own protection. 

If your cleaning technician would like to reschedule depending on the type of illness borne, they will forfeit the cancellation fee payment.

 

Reschedules:

We are happy to work with customers on rescheduling. Please note that rescheduling your cleaning can result in the following:  

• PRICE CHANGES – The price and time for recurring service is based on Time Between Cleanings. 

  • Example 1: Bi-Weekly customer “skips” a cleaning, creates a four-week interval between visits and the applicable (higher) Monthly rate will apply to the next cleaning. 

  • Example 2: Monthly customer who requests an additional cleaning in-between scheduled visits would be charged the applicable (lower) “Bi-Weekly” rate for the next 2 cleanings

• DIFFERENT cleaning team – We may need to send a different team to clean your home for this off schedule visit, as your regular cleaning team typically has a full schedule. 

• NO AVAILABILITY – It is our goal to meet every cleaning request, however, cleaning dates do sell out. The best way to reserve an alternative date is to call us as soon as possible.

 

Fee for Additional Time:

When purchasing cleaning services, there is a maximum amount of time allowed per service to maintain profitability. There may be an occasion when our cleaners need more time to complete a cleaning to the agreed standards you purchased. A few examples include:  

• The condition of your home is different from what was represented when we priced and set up your service. 

• Excessive dirt/dust/stains resulting from remodeling/construction, post-party cleanup, etc. 

• Requiring us to use your equipment or supplies. 

If a particular cleaning requires more time than the allotted time to finish due to the situations above, we will attempt to contact the customer by phone before we start the job or as soon as we notice a difference in time expectancy. If we are unable to reach the customer by phone we will either work up to the maximum time allowed or not clean the home if we know we will not be able to meet your expectations. We will never charge you more for your cleaning without your permission. If additional time is repeatedly needed, we will discuss a change in your regular fee.  

 

Scheduled “Arrival Time”:

When booking your service, we provide an estimated arrival time when your cleaner(s) plan to arrive at your home. The actual arrival time may vary due to unforeseen circumstances  (traffic jams, weather, the cleaners needing extra time to finish cleaning a previous home, etc.) If your cleaner(s) are expected to be late by 30 minutes or more, we will call and/or text you. You will receive a text notification when your cleaner(s) are on their way as well.

 

Quality Control and Inspections:

 

Audits and Inspections: We randomly inspect and audit cleanings. A company leader may inspect your home after a cleaning is completed and when the cleaners have left, during the final phase of the cleaning, or during the entire cleaning.  

 

Your Feedback: Getting customer feedback is an important ingredient to a successful cleaning service  relationship. Please provide feedback on your cleaning experience. This feedback helps us monitor the  performance of your cleaners and deliver the highest quality cleaning experience in the industry.  

 

Pictures of before and after work: From time to time our Quality Inspection will include taking before and after  photos of our cleaner's work. These pictures are used for training, proof of our work performance, and promotion  of our high-quality standards. If you do not want pictures taken of work areas in your home, please notify us. 

 

Safety and Work Conditions:

  

Temperature Settings: We ask that the temperature in your home be somewhere between 68 and 74 degrees before the cleaners arrive.  

For safety reasons, if the home temperature is not set to a safe temperature when the cleaners arrive your cleaning will have to be rescheduled.  

Dogs and other Pets: We love pets and our cleaners are comfortable working around pets. During the set-up process of your cleaning, we discuss and document the best way to work around your pets. Please don’t let your dog jump up on the staff members or “nuzzle” them as it can be intimidating. In the event of a dog bite, it must be reported to the authorities, and it is the responsibility of the homeowner for all medical treatment. We care about your pets and we care about our employees. We want an environment that is pleasant and safe for both

 

Items or Areas We Don’t Clean:

We provide the most comprehensive list of cleaning in the industry, but we don't clean everything. It is better to review what we do clean than tell you the nearly limitless number of items we don't clean. Please review our Quality Checklist for the items we do clean and how we clean them.

Here is a partial list of items that we do not clean:

• Paint on floors

• Marks or messes on dry wall

• Pet feces

• Anything unreachable with a step ladder (We cannot use large ladder if provided by the customer)

• Rodent droppings

• We will not use customer products if they are unsafe such as acids or other harsh chemicals

• Mold behind caulking

• Badly stained grout

• Stains that are permanent or require harsh chemicals for removal

• Soot in fireplaces

• Large quantities of trash

• Anything outside of the home, with the exception of some windows on patios or ground floor doors

• Lifting glass from glass tables

• Blood or biological contaminants such as urine, feces or vomit

• Any item or area that could be potentially dangerous

• We do not clean in hostile work environment

 

Window Cleaning:  

Our cleaners are trained not to take shortcuts or get into a habit of ‘spot cleaning’; however this method is used for interior windows as window cleaning is a job in itself and we would not be able to schedule adequate time to clean all the windows in your home. Our team will look for smudges and residue apparent on interior windows and clean these areas. 

 

Non-solicitation of our cleaners and employees: 

When entering into an agreement for services with 25th Hour Cleaning, you agree not to solicit for hire any staff member introduced to you by us for any cleaning services. We spend a lot of time, money, and resources  finding, interviewing, checking references and backgrounds, and training our cleaners. If you are found to have solicited one of our staff please be advised that our referral/ training fee is $3,500 per hired employee. Payment is due within 30 days from the date on the invoice. We consider our employees our most valuable asset and charge accordingly.  

 

Privacy Statement:  

We are committed to protecting the privacy of customers. We will not sell, exchange, or otherwise distribute  your personally identifiable information to outside parties.  

This Agreement is Subject to Change  Changes may occur to this agreement from time to time, with notice.