CCU Cleaning: Client Guidelines
Thank you for choosing CCU Cleaning Services! Below are the guidelines we kindly request our clients to follow. These guidelines are designed to create a safe environment for our cleaning technicians and to ensure a smooth and outstanding cleaning experience. Please take a moment to review the following guidelines and sign. If you have any questions, feel free to reach out to us. Contact us if you have any questions.
Cleaning Crew
Typically, we operate in teams of two or threes, depending on the amount of cleaning required and the size of the area. It’s not common for us to have four or more cleaning technicians assigned to a job, as this typically occurs when the workload is heavier and the cleaning task is more complex.
Our cleaners are easily identifiable in their CCU Cleaning uniforms, which prominently display our logo.
Right to Refuse Service
CCU Cleaning reserves the right to refuse and (or) terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter, and disconnected utilities. Our employees have the choice to leave if the home is in an extremely unsanitary condition or they feel unsafe or threatened.
If you schedule a cleaning that is deemed unreasonable, the cleaners may decline to provide service immediately.
Preparing for Cleaning Day
Our main goal is to leave your home sparkling clean and uplift your spirits! Our cleaning efficiency will depend largely on how much time we focus on cleaning rather than decluttering.
To help us focus on cleaning, please store away personal items, valuables, and fragile items. Also, secure any loose rugs, curtains, and clear off kitchen surfaces so we can do a thorough job. If you’d like our cleaning technicians to declutter your residence, please include it during booking or call us to adjust your cleaning fee.
Pets
For the sake of our cleaning efficiency and the safety of both our cleaning technicians and your pets, we kindly request that you place your pets in a secure area away from the cleaning zone.
CCU Cleaning retains the right to remove its employees from your residence if they feel that an animal poses a threat to their safety. If the removal of our cleaning technician is necessitated by aggressive pets, our cancellation policy will be enforced.
We do not clean animal feces of any kind to avoid cross-contamination across different homes.
Service Fee
CCU Cleaning offers immediate pricing based on our extensive experience, though we may modify the price depending on the actual condition of your home. To avoid any unexpected surprises, we will contact you if we discover that a job
requires additional time. If we cannot reach you, the crew will need to leave, and
your deposit will be forfeited.
Payment
Full payment is required on the day of the cleaning service. Payments can be made via check, Zelle, cash, or credit card. While tipping the cleaning technicians is not mandatory, it is greatly appreciated. Thank you in advance if you decide to leave a tip.
Refund Policy
Please be aware that we do not offer any refunds. Our services are delivered with
the highest level of care and precision, prioritizing your satisfaction. If you notice any missed areas after your cleaning, please contact us within 24 hours, and we will
return to address the issue at no additional cost.
Service Deposit
Unlike many other service providers, CCU Cleaning sets itself apart by not requiring a deposit at the time of booking. This allows you to arrange your cleaning services without the need for an upfront payment, offering you convenience and peace of mind. Our customer-centric approach ensures flexibility in scheduling, making it easier for you to manage your cleaning needs.
Recurring Service Discounts
Recurring cleaning discounts begin with your second cleaning service. If you miss cleanings and your frequency falls below what was originally established, your cleaning fees will be adjusted to match the reduced frequency.
Rate Increases
CCU Cleaning retains the right to reassess and adjust the cleaning rate at any point throughout the year. This may occur due to changes in the frequency of the client’s established service schedule, their home or living situation, or the time required to deliver our services according to the client’s needs. Clients will receive prior notification of any price adjustments.
Lockouts
Please make sure that our cleaning team can access your property at the scheduled time. If needed, provide keys or a security code for entry into your home. Should the cleaning team find themselves locked out, CCU Cleaning will do everything possible to reconnect with the client to facilitate access. However, if the team remains locked out for more than 20 minutes after their arrival, the cleaning will be canceled, and the client will forfeit their deposit.
Rescheduling and Cancellations
If you find yourself needing to cancel or reschedule your appointment, we kindly ask
that you provide us with a minimum of 24 hours’ notice. This advance notice allows us to manage our schedule efficiently and accommodate other clients who may be waiting for an appointment. It is important to understand that cancellations made within 24 hours of your scheduled service can significantly disrupt our business
operations. Such short notice leaves us little opportunity to fill the appointment slot
and can result in financial implications for the business. Therefore, we deeply appreciate your cooperation and understanding in this matter, which helps us maintain a smooth and efficient service for all our clients.
Alarm
If your home has a security system, please make sure it is turned off, or contact our
office with the code and instructions for use. If the code has changed since our last cleaning service, kindly provide us with the updated code to prevent our cleaning
technicians from being locked out.
Equipment and Supplies
CCU Cleaning supplies all the essential equipment and materials for our clients.
These tools are customized to address each client’s unique cleaning requirements. If
a client needs a specific product, they should let us know, and we will strive to
incorporate it into the cleaning of their home.
Use of Client’s Equipment
If you choose to use your own equipment for cleaning instead of ours, we cannot be held responsible for any damage that may occur to the unit. Additionally, we will not take responsibility for any necessary repairs, as we do not maintain it. Should you decide to have us utilise your personal cleaning tools, please ensure that they are in good working condition when we arrive. This is crucial, as we will be limited in our
cleaning effectiveness with malfunctioning equipment.
Use of Client’s Supplies
If you request that we use your personal cleaning supplies, please be aware that we cannot take responsibility for any damage that may occur from these products. Kindly ensure that these items are easily accessible to the cleaning staff upon their arrival.
What We Cannot Clean
We do not have expertise in mold removal and cannot assume responsibility for any mold-related risks in our clients’ homes. Cleaning hoarding homes is beyond our area of specialty. We do not clean areas containing contaminants or any animal and human body fluids, blood, feces, vomit, cat litter boxes, bird cages and urine or excretions. We do not provide treatment or restoration for damaged materials and surfaces. However, we can certainly recommend a specialist for you.
Unreachable Areas and Heavy Items
For safety and liability considerations, our staff is not allowed to climb higher than a two-step stool or work outside your home. Additionally, cleaners are unable to lift objects exceeding 35 pounds. If you would like us to clean behind heavy items, we
kindly ask that you move them prior to the start of our cleaning service.
Breakage
Our cleaning technicians perform their tasks with the highest level of care, and CCU Cleaning provides insurance coverage for any damage caused by our cleaners. Clients are encouraged to identify any pre-existing damage during the walkthrough before services commence. To protect both the staff and the property, areas of the home that are excessively cluttered will be bypassed.
We cannot be held accountable for damages resulting from normal wear and tear, improper installation of items in your home, or any artwork, collectibles, or family heirlooms that were not disclosed during the booking process. This includes, but is not limited to, expensive and irreplaceable items such as artwork, collectibles, and family heirlooms. We kindly ask that you store fragile items safely or inform us of
your preferred handling instructions.
In the unlikely event that you observe any breakage or damage, please inform us within 24 hours so we can take the necessary steps. For items priced at $100 or
less, CCU Cleaning will make an effort to provide an identical replacement. Clients must present the original receipt or verify the replacement cost and retain the damaged item for inspection. Items of higher value will be protected by insurance.
Key Release
Client keys are securely coded and stored in a locked cabinet, with access granted only to the managers of CCU Cleaning. If a client opts to leave the door unlocked or places a key in an unsecured location, CCU Cleaning will not be liable for any damages or theft that may occur in the client’s home. Additionally, CCU Cleaning will return any client key in its possession within 24 hours following the service.
Security Code
Whenever our cleaning technicians come to your location for a service, they will give you a unique one-time code that is known solely to you and them. This measure enhances the safety of both our clients and our cleaners.
Quality Control
We encourage our clients to assess the cleaned areas within 24 hours of service. Occasionally, our cleaning supervisors will conduct inspections to ensure we are providing the highest level of service.
At CCU Cleaning, we truly value your feedback. You will receive a brief two-question survey asking you to rate our service and share a short note about your experience. These surveys are crucial for us, as they offer an opportunity to enhance our service quality.
Questions or Requests
Feel free to share any specific requests or concerns with our team while they are cleaning. CCU Cleaning technicians will take note of your requests and will accommodate them as long as they fall within our area of expertise.
Access to Utilities
Please ensure that water, electricity, and gas are accessible for cleaning purposes.
Our Service Guarantee
Our mission is to ensure your home sparkles! Should you experience any cleaning concerns after our service, don’t hesitate to contact us at +1 (346) 876-9460 or email us at support@ccucleaning.com within 24 hours, and we will arrange a complimentary reclean.