Policies

In an effort to provide you with the best possible quality at the most competitive price, Trustworthy Housekeeping, cleaning services (TH) is instituting a set of comprehensive policies and procedures to better define the terms and conditions for our service to you.

 

 

Scheduled Time and Time of Completion 

The home is expected to be in the same or better condition as on the day of the in-home bid. If charged by the hour, customer agrees to pay for hours exceeding the estimate. The regular service is a flat fee quote and the hours are an estimate of the time needed to complete the regular service tasks. . TH guarantee service on the same day as scheduled. However, we request that you allow us awindow of 1 - 2 hours before and after the scheduled time to account for potential unforeseen circumstances. We will make every effort to arrive at your residence promptly, client realizes factors such as added services, traffic delays and lockouts affect arrival times.

 

Payments 

Payment should be made either prior to your cleaning service (72 hours in advance minimum), unless otherwise agreed with Trustworthy Housekeeper . 

a) For regular bookings we accept payments through Paypal( credit/debit Card online) . You don't need a PayPal account you can pay with your credit card.

b)  For First time cleanings we accept cash payment .

c) Please note that for once-only services, such as One time cleaning, Seasonal cleaning  payment must be made either in advance through Paypal , or in cash directly to the cleaners on the day of the service. 

 

Cancelations 

We ask for a 48-hour notice if you need to change an appointment. This includes adding, rescheduling, skipping or canceling an appointment. If you do not notify us 48-hours prior to the appointment, you will be charged 50% of you usual cleaning fee. If you do not call until the day of the appointment, you will be charged 100% of the fee. You will be required to make this payment before any more cleanings will be done.  Be sure to contact us through contact@trustworthyhousekeeper.com as telling the cleaner does not count.

  

Pets 
TH cleaning services reserves the right to refuse service on the scheduled date if an animal in the home is considered dangerous. Pets left inside the home on the scheduled service date will be protected to the best of our ability. TH will not be held responsible for the behavior of the pet(s) while the service is being performed. We don't clean after pets "accidents" in the house. We do not change litter boxes. If you have an indoor animal only, please let us know.

 

Occupants On Service Date 

Individuals in the home while service is performed must not occupy the rooms while the cleaning is being done. It is requested that you move to other rooms and be mindful of our equipment for your protection and protection of our staff. We're not responsible for any injuries/accidents to you while we service your home.

 

Keys, Lock-Out or No Show 

Pre arranged access to your home – provide us with a key, security code, or garage door opener or make sure that someone is home when we arrive. If we are unable to get inside to clean, you will still be charged for the visit.

TH Clean will safeguard the customer key(s) at all time. The key(s) provided by customer will be coded.. Lost key(s) will be reported to customer immediately with replacement cost paid by TH Clean.

 

Damages or Breakage                                         
TH Clean guarantees the work for 24 hours. Any deficiencies and damages must be reported within this time period. Otherwise, the necessary correction will be made on the next scheduled appointment. We don't take responsibility for "traps" such as, pictures/mirrors/shelves/blinds not secured properly. These are just accidents waiting to happen. We request that you tell us and remove any decorative items valued over 25,000 JPY. We will pay maximum of 25,000 JPY  toward replacement or repair per incident. We must be notified within 24 hr of any damage and must have the opportunity to inspect and verify the value of any damaged item.

*If you have any fixtures, pictures, or wall hangings that are improperly secured, please place a yellow ‘Post-It Note’ on these items. This serves as a red flag for our crew that the item is not secured and will be damaged if touched.

 

Chemicals and Equipment 
TH Clean will use products that are authorized by the customer only. We are trained and authorized to use the products and equipment of TH Clean (deep cleaning services) . Customer is required to have all cleaning supplies/tools needed and working vacuum with extra bags for each scheduled visit. List of needed cleaners will be provided to you.

 

Air Conditioning 
When required, TH staff will need to use the air conditioning by lowering the thermostat to a comfortable setting to prevent heat exhaustion, fainting and possible interior damage to customer home.

 

Discounts 
Referral and coupon discounts will be validated by TH Clean. The referral discount will be applied to your service after your referral has been serviced . You will be notified when discount is in effect and applied to your invoice/check.

 

 Price stability 

 We reserve the right to issue rate increase at any time. You will be notified in writing. You can expect a rate adjustment every 12 - 24 months.

 

Guarantee 
Our work is 100% guaranteed. This means that if you are not satisfied with your cleaning, notify us within 24 hours and we will return to fix the problem. If you are still not happy for any reason, you don't pay!

 

If there are any concerns please let us know immediately. Please put valuable jewelry and cash away. We do not go into your drawers. 

 

We spend a lot of time and money to hire and train our employees so it is important that our clients do not try to solicit them away from us.

 

Thank you