Terms & conditions
By approving a Service Quote, Clients are bound to the following HIGHLY RATED CLEANERS LLC. (“HIGHLY RATED CLEANERS”) Terms and Conditions:
SERVICES
1. ONE TIME and AUTOMATED SHORT TERM RENTAL CLEANINGS (also known in the hospitality industry as TURNOVERS)
1.1: The Client agrees to sign and return the online Quote to HIGHLY RATED CLEANERS within 7 days of placing the order. Prices of services and fees are subject to change after 7 days of Quote being sent.
1.2: HIGHLY RATED CLEANERS requires a Quote deposit for any approved and scheduled work. Deposit is non-refundable once Quote is approved and deposit paid, but is used towards the invoice balance once services are rendered.
1.3: HIGHLY RATED CLEANERS reserves the right to suspend cleaning services if there are any outstanding unpaid invoices.
1.4: The online Quote that HIGHLY RATED CLEANERS provides is accurate, as long as the description of the property is accurate. Please note that the cleaner may discuss a variation of the original Quote if determined necessary (example – more bedrooms or bathrooms need to be cleaned compared to what was discussed, Client wants to add additional spaces to be cleaned, soil level was misrepresented, cleanup after party, etc)
1.5: HIGHLY RATED CLEANERS agrees to provide a cleaning checklist and all cleaning detergents and equipment (vacuum cleaner, mop, bucket and portable ladder) required to carry out the service, unless other arrangements have been made with HIGHLY RATED CLEANERS. Cleaning equipment is not required to be provided by Client, and there are no discounts given for doing so.
1.6: Client to provide cleaner access to enter home, via digital code or physical key.
1.7: HIGHLY RATED CLEANERS will not be held responsible for any alarm systems. Client should give any special instructions for deactivation/activation of any household alarm systems.
1.8: There are no minimum service periods required for either 1 Time Cleaning Services or Recurring Turnover Services.
1.9: HIGHLY RATED CLEANERS cleaners are either employees of our company or self-employed contractors. All the cleaners employed with us and working on our behalf have been fully screened through a personal interview and checking of references and employment history. These employees are covered under HIGHLY RATED CLEANERS’ Workers Comp policy. Self-employed cleaners and the payment of Tax as an independent contractor is their own responsibility.
1.10: The Client must allow the cleaner access to air conditioning, hot water and electricity.
1.11: By entering under this Terms and Conditions with HIGHLY RATED CLEANERS, after the termination of the cleaning service providing by HIGHLY RATED CLEANERS, the Client must not hire or use any home-related services provided by a present or past cleaner introduced to the Client by HIGHLY RATED CLEANERS. If the Client does wish to hire or use home-related services provided by such a cleaner our referral fee is $250.
1.12: In case of a complaint, HIGHLY RATED CLEANERS requires to be notified within 24 hours after completion of the cleaning work.
1.13: All fragile and highly breakable items must be secured or removed prior to arrival of Cleaner. Items excluded from liability are: cash, items of sentimental value, art and antiques.
1.14: Our general liability insurance policy is subject to a number of further terms and conditions available from HIGHLY RATED CLEANERS. Any damage caused by bleach is not covered. HIGHLY RATED CLEANERS will not submit claim to company insurance if the HIGHLY RATED CLEANERS invoice has not been paid by the Client in accordance with terms and conditions of this agreement. An insurance claim taken out by the Client may void the insurance policy referred to in this clause, in which event a loss will only be recoverable under the policy of the Client.
2. PAYMENT FOR SERVICE
2.1: Payment for remainder of invoice (less original deposit) is payable by the Client immediately after services are rendered, same day. Cards on file will be automatically charged at the close of business the day of services rendered for both one time and automated or recurring turnovers.
2.2: Forms of payment accepted include credit card, debit card and bank payment. Cash, checks and digital app payments (i.e. Cashapp, Venmo, etc) are never accepted as form of payment, unless previously discussed with HIGHLY RATED CLEANERS owner. Client is advised never to make manual payment cleaner via cash, as there is no way of tracking said payment.
2.3: Payments to be made online via Jobber Client Hub (payment button found on invoice), for tracking and tax filing purposes.
2.4: HIGHLY RATED CLEANERS will not share the Client's card details with a third party.
2.5: All invoices, if payment not made within 7 days of services rendered, will be passed to our collections agency, after which a charge of 15% on top of the initial invoice due, and will be added to the debt. Client agrees as part of these terms and conditions to pay this sum which represents our reasonable costs in collecting the unpaid amounts.
3. COMPLAINTS & CLAIMS
3.1: The Client accepts and understands that poor service, breakage/damage or suspected theft must be reported within 24 hours from the service date. Failure to do so will entitle Client to no refunds or recovery cleanings.
3.2: HIGHLY RATED CLEANERS may require the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session as an inspection can be carried out and if any corrections, should be made on the same day.
3.3: Complaints are accepted verbally over the phone and in writing via email. Complaints must be reported at service completion or in the following 24 hours
3.4: All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, jewelry, items of sentimental value (the Client will be credited with the items present cash value), art and antiques.
3.5: Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a $30 per household liability limit.
3.6: HIGHLY RATED CLEANERS agrees to keep all Clients' information confidential.
3.7: In case of damage HIGHLY RATED CLEANERS will repair the item at its cost. If the item cannot be repaired HIGHLY RATED CLEANERS will rectify the problem by crediting the Client with the item's present actual cash value toward a like replacement from a HIGHLY RATED CLEANERS’s source, upon payment of cleaning services rendered.
4. INSURANCE
4.1: HIGHLY RATED CLEANERS carries General Liability insurance. The policy will cover any accidental damages caused by an operator working on behalf of HIGHLY RATED CLEANERS, reported within 24 hours of service date.
4.2: HIGHLY RATED CLEANERS reserves the right to refuse to share any of the confidential company's or employee’s legal documents.
5. CLIENT DISSATISFACTION
5.1: Client understands that he/she is not entitled to any refunds.
5.2: If the Client is not completely satisfied with a cleaning job, and brings to owners attention within 24 hours, HIGHLY RATED CLEANERS will re-clean any areas and items to Client's satisfaction. Therefore Client must allow the cleaner to be returned.
5.3: Client may be present at all times during the recovery-clean. HIGHLY RATED CLEANERS reserves the right not to return a cleaner more than once.
6. LIABILITY
6.1: HIGHLY RATED CLEANERS reserves the right not to be liable for:
6.2: Completing tasks which are not specifically outlined in the approved work Quote or invoice or those not stated on our cleaning checklist;
6.3: Cleaning jobs not complete due to the lack of air conditioning, hot water or electricity;
6.4: Third party entering or present at the Client's premises during the cleaning process, including children, pets and other adults;
6.5: Wear or discoloring of fabric becoming more visible once dirt has been removed;
6.6: Failing to remove old/permanent stains that cannot be removed using standard carpet cleaning methods;
6.7: Existing damage or spillage that cannot be cleaned/removed completely using standard cleaning equipment;
6.8: Any damages caused by a faulty or not in full working order detergents/equipment supplied by the Client.
6.9: If the Client has got items which need special cleaning methods and special cleaning detergents, HIGHLY RATED CLEANERS reserves the right to refuse the provision of the cleaning detergents.
7. CANCELLATIONS
7.1: ONE TIME SHORT TERM RENTAL CLEANINGS (also known in the industry as TURNOVERS)
7.2: Client may adjust the time (not date) of a scheduled cleaning visit by giving at least 24 hours advanced notice at no additional charge.
7:3: Client may cancel scheduled cleaning visit by giving at least 72 hours notice. Client will not be refunded original deposit but will not be charged for full price of cleaning.
7.4: Client agrees to pay the full price of the cleaning visit if cancellation request is not received with 72 hours advanced notice.
7.5: Client agrees to pay the full price of the cleaning visit in the event of a lock-out causing our cleaners being turned away; no one home to let them in or problem with Client's keys or digital code.
7.6: AUTOMATED OR RECURRING TIME SHORT TERM RENTAL CLEANINGS (also known in the industry as TURNOVERS)
7.7: Turnovers are scheduled via TurnoverBNB app, with permission to view Client's Airbnb and VRBO reservation details. Highly Rated Cleaners agrees to $0 Cancellation Charge for any turnovers that are canceled due to Airbnb or VRBO booking cancelation. These cancellations will happen automatically once onboard.
7.8 For Turnover cancelations outside of the sold exception above, Client may adjust the time (not date) of a scheduled cleaning visit by giving at least 24 hours advanced notice at no additional charge.
7:9: Client may cancel scheduled cleaning visit by giving at least 72 hours notice. Client will not be refunded original deposit but will not be charged for full price of cleaning.
7.10: Client agrees to pay the full price of the cleaning visit if cancellation request is not received with 72 hours advanced notice.
7.11: Client agrees to pay the full price of the cleaning visit in the event of a lock-out causing our cleaners being turned away; no one home to let them in or problem with Client's keys or digital code.
8. AFTER CANCELLATION OF THE CLEANING SERVICE
8.1: By entering into a service agreement with HIGHLY RATED CLEANERS, the Client agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the Client by HIGHLY RATED CLEANERS. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay HIGHLY RATED CLEANERS a referral fee of $250.
9. DISCOUNTS AND COUPONS
8.1: By entering into a service agreement with HIGHLY RATED CLEANERS, the Client agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the Client by HIGHLY RATED CLEANERS. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay HIGHLY RATED CLEANERS a referral fee of $250.
These terms and conditions shall be governed by the relevant United States law, and by agreeing to be bound by them the Client agrees to submit to the exclusive jurisdiction of the relevant courts of the United States. HIGHLY RATED CLEANERS reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change, all existing Clients will be notified. Please refer to HIGHLY RATED CLEANERS’ website for updates.
Last update: September 21, 2021