Client Terms & Policies

This page outlines the complete Terms & Policies for Enovana Green Cleaning and is intended for reference by current clients.

For a high-level overview of how our service works and what to expect, please refer to our New Client Guide.

Arrival Times

Flex arrival means that we will arrive anytime from 8:00am onward (with no advanced notice) on your cleaning day.  You will receive a SMS text notification approximately 15 – 30 minutes prior to our arrival.

Regardless of when we arrive, the goal is to finish before 5:00pm.  Most of the time we are successful at this although there may be some rare occurrences when we are not finished by 5:00.

Please keep in mind that many variables outside of our control (weather, traffic, etc) can affect our arrival time.

Cancellation Policy

Enovana Green Cleaning requires a 48-hour OR 96-hour notice for all cancellations or reschedules.  If your appointment is on a Monday 96-hours is required.  If your appointment is on a Tuesday, Wednesday, Thursday or Friday then a 48-hour notice is required.

If a 48-hour OR 96-hour notice is not given then Enovana Green Cleaning reserves the right to charge full retail price for that cleaning.  Emergency cancellations will be treated on a case-by-case basis.

Cleaning Agreement (No Contracts)

Enovana Green Cleaning does not require any type of contractual obligation.   You can cancel at any point for any reason as long as 48-hour OR 96-hour notice is given (see “Cancellation Policy” section).

Cleaning Crews

Employee quality and retention are 2 of the main contributing factors to the success of Enovana Green Cleaning.  We believe in providing a quality workplace environment.  Thus, we allow our employees to take days off work. 

Since all of our employees undergo the same extensive training and criminal background checks we are confident you will receive a quality cleaning no matter who cleans your home. 

In other words, we make every effort to send you the same crew each time but we cannot guarantee you will have the same cleaning team each visit.

Cleaning Preparation

Enovana Green Cleaning encourages clients to organize and de-clutter their homes as much as possible prior to a cleaning.  This enables the maids to focus solely on cleaning instead having to devote time and energy picking-up and/or cleaning around items. 

Our teams will only pick-up and organize at a very minimal level.  If they cannot access areas of your home because of clutter (toys on the floors, clothes on the dresser, mail on the table, etc) they will be unable to clean those areas adequately.

Keys & Home Access

Most customers give us a house key to keep on file to allow access into their homes.  Enovana Green Cleaning goes to great lengths to protect and safeguard all house keys.  If you choose not to give us a key, you must coordinate with our office a way to enter your home if no one will be home. 

Please note that if we are unable to access your home on your scheduled cleaning day you may be subject to our Cancellation Policy and subsequent charges.

Pets

Customers with pets can relay specific instructions to us (don’t let the dog outside, keep the cat outside of a bedroom, etc). We will do everything possible to follow those instructions with the safety and well-being of the pets, your home and our employees the utmost importance. 

However, mistakes happen and while it would not be our intention, there may be a mix-up and a door gets shut or an animal bolts outside the front door. In the event that were to happen, we cannot be held responsible even though we will make every attempt to rectify the situation.

Dangerous Items & Safety

Please remove any potentially dangerous items from the areas that we will be cleaning.  Please make sure that any confidential, illegal and/or dangerous items are put away before the cleaning team arrives.

Payment

Payment is due at the time services are rendered.  Enovana Green Cleaning accepts the following types of payment:  cash, check, Visa, Master Card, Discover & American Express. 

A debit or credit card is required to secure all cleanings.  We mandate that a debit or credit card be stored in our encrypted accounting software.  We process charges the following business day unless alternative payment arrangements are made.  This card is also how we will charge for any last minute cancellations (see “Cancellation Policy” section).

Please note that Enovana Green Cleaning will turn over an account to third party debt collection companies if needed.

Pricing

Below are examples of variables that can change the price of regularly scheduled cleanings:

  • Size of your home
    • Should you move into a larger home the per cleaning price will increase
    • Should you move into a smaller home the per cleaning price will likely decrease
  • Frequency of your cleanings
    • Should you decrease the frequency of cleanings the per cleaning cost will increase
    • Should you increase the frequency of cleanings the per cleaning cost will likely decrease
  • Duration between cleanings
    • If the duration between your cleanings is over 45 days apart then you may pay a higher price for that cleaning
  • Arrival latitude
    • The “flex” arrival means we can come at any time from 8:00am onward.  If our arrival time is restricted in any way the per cleaning price will increase
  • Special Requests
    • Should you add in any extra requests the per cleaning cost will increase

Parking

If Enovana Green Cleaning incurs any parking expenses associated with a cleaning then those fees will be passed along to the customer.  They will be in addition to any cleaning prices agreed upon.

Guarantee

Enovana Green Cleaning offers a 100% guarantee.  In most circumstances, a crew will be sent back to your home to re-clean the specific areas that did not meet your expectations. This is in lieu of any monetary refunds and/or discounts. 

Should you require a re-clean of any specific areas notification must be given within 24 hours of the original cleaning.   Regardless of how long it has been since your cleaning we still welcome feedback. The 24-hour notification applies specifically to the 100% guarantee.

Damages

Unfortunately, property damage does occasionally occur in our industry no matter how cautious the cleaners are. The decision to repair, replace or compensate for property damage will be made by Enovana Green Cleaning.  Most occurrences of property damage are addressed in the form of a credit that will be applied as a discount towards a future cleaning.

Damage Waiver

Enovana Green Cleaning cannot be held liable for the following:

  • Damage caused by using cleaning equipment provided by the homeowner
  • Damage caused by using cleaning supplies provided by the homeowner
  • Damage caused by improper installation of items (i.e. shelves that fall down because they are not anchored into the wall)
  • Damage caused by excessively old items (i.e. a 20 year-old fan blade that breaks while cleaning it)
  • Damage caused by vacuuming upholstery

Services Provided

  • Bathrooms:
    • Showers have been scrubbed and rinsed
    • Shower doors have been cleaned
    • Sink basins have been cleaned and wiped
    • Sink counters have been cleaned and wiped
    • Mirrors have been cleaned
    • Floors have been vacuumed and damp mopped/wiped
    • Toilets have been cleaned and scrubbed
    • Bathroom cabinets have been wiped (exterior only)
    • Bathroom light fixtures have been dusted (where possible)
    • Trash has been collected (any trash cans kept inside cabinets should be left out before the cleaning)
    • Baseboards, shelves, window sills, doors and door frames have been dusted (where possible)
    • Floors have been vacuumed and damp mopped/wiped
  • Kitchen:
    • Sink basin has been cleaned and wiped
    • Counters have been cleaned and wiped
    • Stovetop has been cleaned
    • Inside of microwave has been cleaned
    • Exterior of refrigerator has been wiped
    • Exterior of dishwasher has been wiped
    • Kitchen cabinets have been wiped (exterior only)
    • Kitchen light fixtures have been dusted (where possible)
    • Trash has been collected (any trash cans kept inside cabinets should be left out before the cleaning)
    • Baseboards, shelves, window sills, doors and door frames have been dusted (where possible)
    • Floor has been vacuumed and mopped
  • Common Areas:
    • Furniture has been dusted
    • Baseboards, shelves, window sills, window frames, doors and door frames have been dusted (where possible)
    • Accessible ceiling fans have been dusted
    • Cobwebs have been removed as much as possible
    • Light bulbs and light fixtures have been dusted where possible
    • Trash has been collected (any trash cans kept inside cabinets should be left out before the cleaning)
    • Floors have been vacuumed and damp mopped
    • Hanging lights have been dusted where possible
  • Misc:
    • Change the linens or make-up one (1) bed (charges apply to additional beds)

Additional Services Available

Extra fees apply:

  • Laundry Folding
  • Clean inside the refrigerator
  • Clean inside the freezer
  • Clean inside of the oven
  • Clean inside kitchen cabinets
    • Ground level cabinets are cleaned by hand.  Higher cabinets are cleaned with an extendable duster (NOT by hand).  We are unable to use ladders or climb
  • Clean inside of bathroom cabinets
  • Clean interior windows (interior glass only; no window opening or track cleaning).
  • Damp wipe cleaning (baseboards, window sills, window frames, door panels, door frames, furniture, etc)
  • Vacuum the upholstered furniture (damage waiver in effect)
  • Change the linens or make-up extra beds (over the included 1 bed)

Services Not Performed

  • Ladders and high areas
    • For safety and liability reasons, Enovana Green Cleaning does not use ladders. Areas that cannot be safely reached from the ground will not be cleaned by hand. We use extendable tools for high surfaces, but anything above 12-13 feet is typically out of reach and may remain untouched
  • Employees will not remove their shoes while cleaning (for safety and liability reasons), although disposable shoe covers are available by request.
  • Washing dishes
  • Filling or emptying a dishwasher
  • Washing and/or drying of laundry
  • Cleaning walls
  • Scrubbing floors on hands and knees
  • Hardwood floor refinishing
  • Carpet cleaning
  • Moving furniture
  • Moving boxes or anything similarly sized
  • Removing the burners on stoves
  • Cleaning the underside of the cooktop on the stove
  • Cleaning anything on the outside of the home (windows, porches, etc)
  • Cleaning electronic equipment (televisions, computers, tablets, etc)
  • Cleaning musical equipment (guitars, drums, horns, etc)
  • Change the linens on bunk beds or make-up bunk beds
  • Cleaning anything above 15 feet
  • Cleaning of animal or human waste (blood, urine, feces, litter, etc)
    • If human waste or any other environmental danger is discovered Enovana Green Cleaning reserves the right to immediately stop the cleaning and vacate the premises.  In these circumstances, the full price of the house cleaning will be charged to the client even if the cleaning is not fully completed

Trash Removal

Enovana Green Cleaning will remove standard household trash from your home (but not your property).  Standard household trash is defined as trash contained within a trash bag or bin.  It excludes large pieces of trash and debris that do not fit within a standard sized trash bag.

We will remove the trash from your home and place it in your outdoor receptacles. We will not remove the trash if you do not have outdoor receptacles.  Please inform the office of the specific color of the containers used for trash (municipalities have different rules related to this).

If you have trash containers that are not readily visible inside your home (i.e. under sinks, behind furniture, etc) please place them in a visible spot prior to the cleaning.  This will ensure the maids do not miss any of these containers.

Tips & Gratuity

Enovana Green Cleaning does not require tipping/gratuity although it is certainly appreciated by the maids.  Should you elect to provide a gratuity you can give a tip directly to the cleaning staff or include it with your payment.  If included in your payment we will ensure that the correct employees receive the tip.

Returned Checks

Any returned check may result in a $35 service charge.

When Charges May Occur Without a Cleaning

Listed below are situations that affect our ability to work in a safe environment and/or complete the job adequately.  If we cannot work in a safe environment and/or complete the job adequately we will charge you full price for the cleaning (even if the cleaning was not completed or even started). 

This list is not meant to be fully inclusive.  In fact, there are many things outside of our control that could result in you getting charged without completing the job.  Rather, it outlines the most common circumstances when we may charge full price without actually cleaning your home:

  • If one or more utilities are not working
  • If the air condition is not working in the Summer (or other periods of heat)
  • If the heat is not working in the Winter (or other periods of cold)
  • If we do not have safe walking access to your home (i.e. snow/ice on your steps)
  • If we do not have safe driving access to your home (i.e. snow/ice on your street)
  • If there are environmental hazards present (including human waste)
  • If you do not provide the required notice for a cancellation or reschedule
  • If our cleaners feel unsafe due to animals inside the home (i.e. snakes, dogs, etc)
  • If our cleaners feel unsafe due to dangerous items inside the home (i.e. guns)