- Do I have to commit to re-occurring service?
No, there are no complicated contracts or paperwork for you to sign therefore there is no obligation on your part to keep using us as a cleaning service if we haven’t impressed you – this puts the pressure on us to provide you with an excellent service. The only thing we ask is, if you must postpone a regularly scheduled appointment, that you do it at least 48 hours in advance. Our house cleaners are paid for each home they clean – a postponement without enough notice to reschedule another appointment directly affects the housekeeper’s income.
- Am I obligated to accept your terms and conditions, and policies as disclosed on this website?
Yes you are – we believe in structure and also transparency. Such terms and conditions, and policies are industry standards and guidelines that set forth what our relationship is, the service we provide, and legal definitions. All companies have them but not everyone makes them so visible and they are often overlooked or else referred to as “small print”. You should familiarize yourself with them, not only with us but other companies you may be considering, they are there to protect all our interests.
- What is a labor-hour?
Generally, our service providers work in teams of one or two, and sometimes three or four. Our pricing is based on how long each job is estimated to take with just one person. When more than one person is assigned the amount of time is reduced. For example, if you were scheduled for a six labor-hour service and two service providers are assigned, the total in-home cleaning time is three hours. If three service providers are assigned, then the cleaning time is two hours.
- Do you guarantee my satisfaction?
We guarantee to provide you with experienced cleaning professionals who are responsible, professional, courteous, and know what they are doing. They will do a walk-through with you either on a room-by-room basis as completed, or at the end of the cleaning assignment, to be sure their cleaning meets with your satisfaction.
It is important for you to spend the time to look over their work before they leave to be sure you are satisfied with the results. Should there be anything the cleaning professional may have missed, or not to your satisfaction, then please ask the cleaning professional to go over it again AND BEFORE THEY LEAVE!
The cleaning professional is always polite and willing to accommodate your request in accordance to your order and to the services provided as detailed in our Services link located in our website header.
If your home is very dirty, or old, or hasn’t been professionally cleaned in a while or not at all, then the end result may not meet with your expectations. Although significantly improved upon than before, it may be that your home will need one or more subsequent cleanings in order to get the home to the level you should like it to be.
- What is your cancellation policy?
Please be aware that all orders are non-cancellable and non-refundable. Since our website calendar is not with live scheduling there are days and times that we may be unable to provide service to you, especially on orders that are placed the night before with Same Day Service. Under such circumstances, we will do our best to accommodate you with another day and time that works for both you and us. Should you absolutely need to have cleaning service on a specific day then we advise you to contact us prior to placing your order. If you ever need to reschedule your cleaning appointment then please refer to the below policy:
Appointments may be rescheduled once free of charge, (subsequent rescheduling with $50 fee), except for the following:
– Any time beyond 72 hours of date of service – no charge
– Within 72 hours of scheduled service – $50 reschedule fee
– Within 48 hours of scheduled service – $100 reschedule fee
– Within 24 hours of scheduled service – 50% of order
– Same day of scheduled service – 100% of order
Please note only one rescheduling per order is permitted. Any deviation to the above will be at WHITE GLOVE’s sole discretion whose decision is final.
If we are unable to provide service to you on the day of your choosing then the amount paid can be applied towards future orders or the value gifted to someone of your choosing. Similarly should our service providers be unable to provide service including but not limited to unexpected illness, weather related, death in the family, emergency, force majeure then you agree to reschedule the service to another date and time that works for all parties.
- Can I trust the people you send to clean?
Yes, all of our’s cleaning professionals have been screened, reference checked, and have gone through a rigorous selection process before joining our team. We pride ourselves on attracting the best cleaning professionals available. Between our pay structure and added incentives we offer some of the best compensation in the industry – to ensure we have the finest team members. We screen our staff carefully, we train meticulously, we inspect relentlessly and we insure adequately. We do all this so that you can have the highest confidence to trust our cleaning professionals with the care of your home.
- Are you insured and bonded?
Yes, all of our staff is insured and bonded so you can put your full trust and confidence in our services and for your peace of mind. Your privacy and security are of the utmost importance to us.
- Are my valuables safe with White Glove?
If you have any special valuables, heirlooms or irreplaceable items, please put them away or instruct us not to touch them. A closed door or drawer is your signal to us that you do not want our service professionals to clean that area. White Glove carries all the necessary insurances in the event that any damage occurs.
- What if something in my home gets broken?
We know that cleaning your home requires our cleaning professionals to dust, polish or scrub virtually everything in order to get the clean we’re known for. We also know that sometimes accidents happen. So if any damage or loss does occur, just notify us within 24 hours of the cleaning date, and we’ll do our best to make it right. You can also take a look at our Policy page for more information.