Policies & Procedures

Quality Control

For your convenience, and quality control, we will leave you with a 75 POINT – HOME CHECK LIST indicating the various services we provide each time we clean your home. This form is completed by the team’s supervisor after they have personally inspected your home. Occasionally you will receive a “report card” to rate us. Our management also personally conducts random on site and telephone quality checks. These steps are all made to insure that our quality of service remains first rate.

24-Hour Guarantee

We have built our business and reputation by providing our customers with the best possible cleaning service available anywhere. Still, we realize that because our employees are human beings, they sometimes make mistakes. For this reason, we offer you a “Satisfaction Guarantee”, which is:

If you are not 100% satisfied with your cleaning, simply inform your local Heavenly Touch office within 24 hours of your service and we will re-clean the area with which you are dissatisfied.

Policies & Procedures

SAFETY

Keys

Most customers leave a key to their home at our office and we take extreme measures to protect each key. We assign each key a security code and store it in a secure location. Supervisors will access your key the day of your scheduled cleaning and then return it to the office by the end of the day. No identifying information is ever put on the key other than our special code.

Employees

Our employees are very important to us and we are very serious about keeping them safe so they do not use ladders or move anything heavier than 35 lbs. These types of activities could put our employees at risk of injury or could damage your flooring. If you would like us to clean behind appliances like a refrigerator, oven, sofa, etc. please move it prior to the cleaning to allow access to the desired area. Also, for safety reasons, our employees are not able to provide services without footwear, however, if necessary will bring with them a pair of non-street shoes to wear in your home.

Bleach

We will not bring bleach into your home to use as a cleaning product. If you request us to use bleach supplied in your home, please be aware that we will not be responsible for any damage caused by your bleach.

Firearms

Please have any / all firearms in a stored and locked location.

 

SERVICE

Arrival Notice

If you wish to wait for your service provider to give them access into your home, please realize that unless you are the first job of the day (usually 8 am), we can only give estimated arrival times of about 3 hours, such as 10 am – 1 pm or 1 pm – 4 pm. Many things affect our schedules, such as cancellations, lockouts, weather conditions or customers requesting additional services. We want to save you time, not make you waste it waiting for us to arrive. Leaving a key with the Heavenly Touch office or providing us with instructions on how to enter your home is the most efficient way for you to provide your service provider access to your home.

Changes in Normal Procedure

We are more than willing to provide “extras” for our customers. However, please notify our office in advance so we can allow extra cleaning time needed. Please keep in mind that additional services may require an additional charge.

Schedule Changes

We realize that sometimes our customers may find it necessary to add, change, or skip a cleaning. We make our schedules one week in advance and are finalized the Friday prior to the work week. It helps us tremendously to have as much advance notice as you can give us to allow us time to make the necessary scheduling arrangements. Changing your cleaning regularity may also require an adjustment to your regular price.

Cancellation

If it is necessary to cancel / skip any scheduled cleaning day, please notify Heavenly Touch at least 24 hours before the scheduled day. That will allow us to reassign the service provider or team to another appointment. If Heavenly Touch receives less than 24 hours notice, or can’t gain access to your home, it may be necessary for us to charge the full price of your cleaning.

Personal Items

Please have clothes, toys, and dishes stored prior to your scheduled appointment, as we do not know where to put them. Also, our work will be more efficient if these things are out of the way.

Although each one of our employees are thoroughly screened and backgrounds verified and are licensed, insured and bonded, we recommend that you put cash and jewels or anything of value put away in a separate place such as a safe or personal drawer. The employees themselves feel more comfortable working without having to worry about valuable items getting lost or damaged.

 

PAYMENTS & REFUNDS

Payments

For your convenience, we accept the following forms of payment, MasterCard, Visa, PayPal, cash or check. Customers are required to pay for services at the time the service is provided, or to pre-pay. A $25 fee will be applied to all returned checks. Customers may leave a credit card number in a secured file with Heavenly Touch to use in the event you forget to leave your payment on the scheduled cleaning day. If you use a credit card, your account will be charged the balance due after each cleaning.

Refunds

Since cleaning is a very personalized and subjective service, we cannot offer refunds or partial refunds to customers. However, we want you to be 100% satisfied with Heavenly Touch. Please see our 24-Hour Guarantee is you are dissatisfied with your cleaning. There are no refunds for gift certificate purchases.

Tipping

Heavenly Touch never requires tipping and is something that is left to your own discretion. Your appreciation is always valued and does not necessarily need to be monetary. A personal note from you expressing your appreciation for good service can be very rewarding to the service provider.