Service Agreement & Terms and Conditions
o We stand by our service! If you’d like to cancel for any reason whatsoever, just call anytime to end service. La Catrina contract does not lock you in.
o If recurring service (Weekly, Bi-weekly, or Monthly cleaning) is booked and then cancelled after the first cleaning, the One-Time cleaning rate will be charged.
o We offer a 24-hour, 100% Satisfaction Guarantee for all Customers. If you are not satisfied with any area of your home, just call us within 24 hours and we’ll return immediately to clean those areas for free. Please provide pictures to bookings@lacatrinahousecleaning.com.
o Due to our flexible and changing schedule, it is difficult to commit to exact arrival times. We service homes Monday through Friday between the hours of 8:00 am and 5:30 pm and on Saturday 8:00am to 3:00pm. We will make every effort to meet your needs.
o Provide 24-hour notice to cancel service. You may reschedule, skip, or cancel any of your cleanings. We do ask for 24-hour notice for any of these actions. Without 24-hour notice you will be liable for a $70.00 cancellation fee. If we are unable to reach you at the time of service, and are made to wait more than 30 minutes, you will be liable for the full price of service.
o Payment is expected in full the day of the cleaning. For your convenience we accept all credit cards where all services are charged at the time of cleaning. Furthermore, cancellations will be charged on credit card on file.
o Please be advised that a “charge hold” will take place prior to your service, if at all for any reason the hold declines, we will attempt to reach you, in the case that we are unsuccessful the service will be cancelled.
o Any NSF check returned from your bank will be assessed an additional fee of $30 as allowed by law.
o The cost of services includes the provision of reasonable supplies and equipment being provided by our company. Any jobs requiring extra supplies or equipment will be billed additionally for these services.
o Our teams are instructed to follow the requirements for the cleaning they are conducting. If you would like additional services, please contact our office in advance so we can schedule the additional work. Charges may vary.
o Be advised that if the professional house cleaners are subject to distractions that affect our ability to work, we reserve the right to charge for our extra time spent in the home. Distractions include pets or people interfering with the professional house cleaners’ duties.
o If for any reason an employee of La Catrina feels that their personal safety is in danger enough to leave the job site, due to actions by the Customer, or others at the job site as well as unsecured pets. The Customer will remain liable for the full cost of the job.
o Jobs that are considered bio-hazard (fecal matter/urination) and/or live pests will be cancelled upon arrival and customer will be liable for a $70 cancellation fee.
o We assume no liability for damage or loss of items that are not secured in a proper manner, or previously damaged before cleaning. (Example: heavy pictures hanging from thumbtacks, or dings in furniture that were there before we cleaned). Further, we will assume no liability for damage or loss caused by the negligence of the Customer.
o Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that is already done, or items may take a couple of cleanings to look their best. We will work with you in the most cost-effective way to try to remedy these spots in your home.
o Professional house cleaners working for La Catrina have agreed, in writing, that they or their family and friends will not accept direct employment from any Customer of La Catrina except for payment of the exit fee (see next bullet point). This agreement is in full force and effective during the time that professional house cleaners are employed with La Catrina and for a period of one year after termination of their agreement with La Catrina. Given this, we respectfully ask that you not directly solicit or engage the service of any professional house cleaner, except through La Catrina.
o If you prefer hiring a current or former employee, a $1740.00 referral fee will be charged. Once the referral fee is paid, La Catrina will no longer be responsible for managing the professional house cleaner, including, but not limited to liability protection, information security, scheduling, government taxes, quality of services, and any other act pertaining to the daily work duties of the cleaning technician.
o La Catrina agrees to keep all clients details confidential and secure all keys in its care. If a key is given to La Catrina, please make sure your home is accessible to us. If your home is equipped with a security system, please ensure that you advise us of the entry code or have it disarmed.
o Plans are based on the average time to clean. If the home is not found in an “average” condition and it takes more than the time allotted to clean, La Catrina reserves the right to bill for the extra time spent.
o Our purpose is to ensure you have a clean home. Therefore, payment is for the service provided and not based on the amount of time your cleaning team spends at your home. We want our team to focus on ensuring your home is clean and not how many hours they work. Some home cleaners may take less time than average. Either way, your home will sparkle.
Thank you for giving us a chance to serve you.