Policies
JEM Cleaning Solutions reserves the right to make any changes to any part of this service agreement without giving any prior notice.
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By requesting JEM Cleaning Solutions, services by telephone, e-mail, or its website the client accepts and agrees to the JEM Cleaning Solutions service agreement.
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Office Hours of Operation
8 am - 5 pm Monday through Friday. Services are not provided on all major holidays including Christmas Eve.
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Happiness Guarantee
Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service we will return to your home/business to re-clean the area. Please contact the office as soon as possible during our normal business hours 8 am - 5 pm.
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Employees
All employees go through rigorous training to learn every aspect of the detailed JEM Cleaning Solutions standard. They know what is required and what is expected on every cleaning visit. For your protection and peace of mind, all employees undergo a nationwide background check and reference check during the hiring process. All employees are covered under our worker’s compensation policy, liability insurance, and bond.
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Commercial Payments
Services will be invoiced bi-weekly or monthly. Payments will be due within Net 30 days of the invoice date.
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Tipping
JEM Cleaning Solutions never requires tipping, but you can tip if you would like. Just leave your tip with your payment and management will make sure that the money is distributed properly. That is just a special thank-you for our hard work. Also, leaving us a note of appreciation means so much to us. We sincerely appreciate your business.
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Refunds
Since cleaning is a very personalized and subjective service, we do not offer refunds to customers. However, we want you to be 100% satisfied with our services! We offer a guarantee on all our services, if a task was not completed to your satisfaction or was missed during our visit, simply contact the office and we will return to your home and re-clean the area or task with which you were dissatisfied at no additional cost to you. There are no refunds for gift certificate purchases.
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Price Adjustments
We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. As the needs or conditions of your home/business change, you may receive a price increase. Prices for your regular maintenance cleaning are guaranteed for the duration of 6 months. If a client discontinues and reinstates service with JEM Cleaning Solutions after a period of 3 months the original price is not guaranteed, and a new rate may be given.
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Parking
If there is no free public parking within 1 block radius of your business, our customers are responsible for providing our cleaning associates with any one of the following (which must be within a 1 block radius); a permitted parking space (personal or public), a valid parking permit, or cover all parking fees incurred while cleaning your home/business a parking spot cannot be found within a 1 block radius by the cleaning associate nor provided by the customer within a 15-minute window, your appointment will be canceled/and or rescheduled. If this occurs, you will be charged a $25 cancellation fee.
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Keys and Alarm Systems
Many JEM Cleaning Solutions customers provide us with a copy of the key to their home. We take extreme measures to protect each key. Each key is locked in our key-safe box. We do not return keys by mail. Keys must be hand-delivered in person to the customer, customer must present a picture ID before a key will be released. If you have an alarm system at your home/office you can give instructions on its operation to JEM Cleaning Solutions. However, we prefer that your alarm be left off on the day of the cleaning.
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Arrival Window
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows. Your Cleaner will arrive anytime within your scheduled arrival window. You are expected to be present or have made arrangements for us to gain access to your business within your scheduled arrival window. Failure to do so may result in having to cancel or reschedule your visit, a cancellation fee of $25 will be charged.
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Cancellations/Rescheduling
We require at least 24 hours for any scheduled appointment's cancellation and/or rescheduling. In the event of cancellation or rescheduling with less than 24 hours' notice, a cancellation fee of $25 will be assessed. We are very strict on our cancellation and rescheduling policy, please honor it.
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Tardy
Many things can affect our schedules, such as cancellations, lockouts, etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.
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Pets
We are pet friendly but appreciate your help in making sure pets are secured and safe on cleaning days. Our office should be made aware of any special requirements in safeguarding your pet(s).
For health reasons we have instructed our staff to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas. If your pet has an accident, it will be your responsibility to clean it up.
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Your Valuables
If you have valuables or heirlooms, including but not limited to any irreplaceable, collectible, or expensive objects, it’s preferred that these items are secured and put away to avoid potential accidents. You are responsible for letting us know of any valuables that you prefer we not clean or handle. Please secure money, credit cards, and checkbooks as well. We are not responsible for missing currency.
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Broken/Damaged Items
We train our staff to take extra care with your belongings, however regrettably and although not common from time to time something may be broken or damaged If there is an item that is believed to be damaged by one of our cleaning professionals, it must be reported to the company within 24 hours from the completion of the service. If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item. We cannot take responsibility for items that were damaged because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall, an item that is propped against a surface, or water damage due to a broken pipe).
Glass Shower Door(s), Toilet(s), Faucet(s)
You are responsible for notifying us if your glass shower door(s), faucets, or toilet is NOT 100% secure. If upon inspection the team recognizes that your shower door(s), toilet, or faucet is not fully secure you will be notified of the risks immediately.
At that time you have the option to decline the service of that item or we can proceed with the service. If the client decides to proceed with service client agrees not to hold JEM Cleaning Solutions nor its employees responsible if this results in the shower door, toilet, or faucet being damaged. JEM Cleaning Solutions is not responsible for any damage (water damage included) due to faulty and/or improper installation of any item. This includes but is not limited to any water damage caused by: toilet overflowing, loose or leaky faucets, and water dispensers on refrigerators.
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Extra Services
If you require extra services or additional cleaning on your scheduled cleaning day, please contact us 48 hours in advance so we may allow the extra time needed at your home and we can give you a quote for the additional services.
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Climate Control
Temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme heat or extreme cold. If your appointment is canceled due to uncomfortable temperatures within your facility/home, you will be charged a $25 cancellation fee.
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Privacy
JEM Cleaning Solutions takes privacy very seriously. We at no time will share any customer information with ANY outside source.