Please be clear about your needs. We recommend providing a checklist for us to follow on larger or more involved jobs.
We guarantee your satisfaction on any custom bids we do. If anything is not up to your standards, you have 24 hours from the start of your appointment time to report it. The full balance is still due and there are no discounts or money back, however, we will send the same technician out at no additional charge to correct the mistake. If you wish to have a different technician, one may be sent at-cost ($25/hr). Any reports made after the 24 hour window are no longer covered under our guarantee. Please let us know prior to your appointment if you wish to add any additional services. Adding additional services after your technician arrives will affect your rate and possibly void our guarantee.
Any damage must be reported within 24 hours of 7pm of the day of your appointment. We (management and technicians) cannot be held responsible for any damage not reported within this window. We are unable to make exceptions for any reason. If you are going to be away during your cleaning, we recommend scheduling for a time when you’ll return home within that window. Any damage resulting from your cleaning is the liability of the cleaning technician who caused the damage (per our contract with them), but please still report it to management of Koality Home Kleaning so we can assist you in taking the appropriate actions. Koality Home Kleaning is also insured for everyone’s protection.
Payment, and cancellation policy:
We have a 48 hour cancellation policy. Any cancellations made within 48 hours of the morning of your scheduled appointment will result in the full balance of your appointment still being due. This is to ensure our workers do not have any shortages in hours. If we are able to fill the appointment with another client, we will not charge the full amount and only the deposit will be lost.
We are available from 9am to 6pm to make any requests or changes.
Should one of our workers become ill or weather/road conditions prevent us from keeping our scheduled appointment, we will offer our next soonest availability or you may choose to cancel that appointment.
We cannot cleanup any hazardous wastes or materials, including (but not limited to): blood, pet waste, urine, feces, needles, drug paraphernalia, black mold, etc.. We will alert you of these conditions immediately if we encounter them. If you wish to have the technician clean despite these risks, and the technician is comfortable doing so, a hazard rate of $120/man hour will apply.
Please have working conditions that are appropriate. We require running water, electricity, and a temperature between 65 and 75 degrees. Please alert us ahead of time if any of these conditions will not be met so we can prepare. Failure to alert us may result in our inability to complete the duties, but the full balance will be due.
Treatment of cleaning technicians:
Gratuities are appreciated and can be handed right to the cleaner(s) or added to your final payment.
We have zero tolerance for any mistreatment of our technicians, including physical, verbal, or otherwise. Any mistreatment will result in us being unable to conduct any further business with you and the full balance of your appointment still being due.
You have the right to request a technician to leave your home if they make you uncomfortable. Please alert management right away and we will pull them from the job site and send a replacement at our earliest availability to complete the job. Please note that the full balance will be due at the time of the original appointment.