Policy #0001

Juanita’s House CleaningPolicy #0001

Effective Date: January 1, 2017Revised: January 1, 2017

Company Policy

Purpose:

The purpose of this policy is to establish an understanding to our customers of what Juanita’s House Cleaning (Company) is responsible for; the tasks that the company is NOT responsible for; the company’s “last-minute cancellation or switching days” fee; the company’s rules on switching frequency and the according rate change; and, an explanation of our customer-referral program.

Scope:

Current and prospective customers – who the policy applies to.

Responsible Party:

Danny Partida, co-owner and manager, phone number 818-825-3662

Juana Hernandez, co-owner and founder, phone number 818-378-9583

POLICY

I.Cleaning Tasks The Company is Responsible to Complete

These are the cleaning areas that the company is responsible to clean: bedrooms, bathrooms, kitchen, living room, dining room, family room.

II.Procedure

These are the specific tasks included within each of the above areas.

A.Bedrooms

1.We will go through every room that is included in the cleaning agreement with an extendable feather duster checking each corner and baseboard for cobwebs, spiderwebs, or hard-to-reach specs of dust (“dust bunnies”)

a)This includes dusting fan blades from fans that might be in the room

2.In the bedroom we will make beds, if the clean sheets are left on top of the bed.

a)We will strip the bed and place the “dirty sheets” on top of the laundry machine. We will NOT do laundry (please see our Tasks We Are Not Responsible For policy)

3.Wash or clean mirrors

a)We will wash or clean any mirror that is within reach - either standing up or with a step ladder in every room

(1)We do not carry step ladders in our cars; customer is responsible to provide us with medium-sized step ladder to reach high mirrors

(2)We will NOT do any window washing (please see our Tasks We Are Not Responsible For policy)

4.Dust furniture.

a)We will dust furniture with either Endust or Pledge, unless the customer SPECIFICALLY asks us to use a specific type of cleaner or brand

(1)Customer must provide their cleaner of choice if they want us to use a specific type of cleaner or brand

b)If customer does not want us to use any cleaner, we will clean with a damp cleaning towel

c)On the event that we run out of Endust or Pledge we will dust with a damp cleaning towel.

5.Vacuum carpet or mop floor

a)Depending on the room, we will either vacuum the carpet or mop the floor

(1)We will vacuum or mop around any item that is too big or too heavy for the cleaning team to move

(2)We will mop with the appropriate cleaner for the floor, depending on the floor type

(a)For wood floors, we will use Murphy’s Oil Soap

(b)For hard tile floors, we will use Pine-Sol

B.Bathrooms

1.We will wash and clean the shower and shower door in the bathroom

2.We will wash and clean the bathtub in the bathroom

3.We will wash and clean the toilet(s) in the bathroom

4.We will wash and clean the mirrors in the bathroom

5.We will wash and clean the countertops in the bathroom

6.We will wash and clean the sink(s) in the bathroom

7.We will vacuum carpet or mop floor

a)Depending on the bathroom, we will either vacuum the carpet or mop the floor

(1)We will vacuum or mop around any item that is too big or too heavy for the cleaning team to move

(2)We will mop with the appropriate cleaner for the floor, depending on the floor type

C.Kitchen

1.We will clean inside and outside the refrigerator

2.We will clean inside and outside the oven

3.We will clean inside and outside the microwave

4.We will wash the stove grills and stove top

5.We will wash and clean the countertops

6.We will wash and clean the sink

7.We will ONLY wash the window that is behind the sink, if there is one

a)We will NOT wash any other windows, besides this window

b)We will wash this window on the inside ONLY

c)Reason we will wash this window is because of its proximity to sink; which means that it will get wet when we wash and clean the sink

8.We will vacuum carpet or mop floor

a)Depending on the kitchen, we will either vacuum the carpet or mop the floor

(1)We will vacuum or mop around any item that is too big or too heavy for the cleaning team to move

(2)We will mop with the appropriate cleaner for the floor, depending on the floor type

D.Living Room

1.We will vacuum underneath the couch pillows in the living room

2.We will vacuum and “mark” the couches

a)Marking is a cleaning term that makes reference to the vacuum markings on top of the couch. It is done so when vacuuming but it’s effect also provides a sense and assurement that the couch did in fact get vacuumed

3.Wash or clean mirrors

a)We will wash or clean any mirror that is within reach - either standing up or with a step ladder in every room

b)We do not carry step ladders in our cars; customer is responsible to provide us with medium-sized step ladder to reach high mirrors

c)We will NOT do any window washing (please see our Tasks We Are Not Responsible For policy)

4.Dust Furniture

a)We will dust the furniture in the living room with either Endust or Pledge, unless the customer SPECIFICALLY asks us to use a specific type of cleaner or brand

(1)Customer must provide their cleaner of choice if they want us to use a specific type of cleaner or brand

b)If customer does not want us to use any cleaner, we will clean with a damp cleaning towel

c)On the event that we run out of Endust or Pledge we will dust with a damp cleaning towel.

5.Vacuum carpet or mop floor

a)Depending on the living room, we will either vacuum the carpet or mop the floor

(1)We will vacuum or mop around any item that is too big or too heavy for the cleaning team to move

(2)We will mop with the appropriate cleaner for the floor, depending on the floor type

E.Dining Room

1.Dust Furniture

a)We will dust the furniture in the dining room with either Endust or Pledge, unless the customer SPECIFICALLY asks us to use a specific type of cleaner or brand

(1)Customer must provide their cleaner of choice if they want us to use a specific type of cleaner or brand

b)If customer does not want us to use any cleaner, we will clean with a damp cleaning towel

c)On the event that we run out of Endust or Pledge we will dust with a damp cleaning towel.

2.Vacuum carpet or mop floor

a)Depending on the dining room, we will either vacuum the carpet or mop the floor

(1)We will vacuum or mop around any item that is too big or too heavy for the cleaning team to move

(2)We will mop with the appropriate cleaner for the floor, depending on the floor type

F.Family Room

1.We will vacuum underneath the couch pillows in the living room

2.We will vacuum and “mark” the couches

a)Marking is a cleaning term that makes reference to the vacuum markings on top of the couch. It is done so when vacuuming but it’s effect also provides a sense and assurement that the couch did in fact get vacuumed

3.Wash or clean mirrors

a)We will wash or clean any mirror that is within reach - either standing up or with a step ladder in every room

b)We do not carry step ladders in our cars; customer is responsible to provide us with medium-sized step ladder to reach high mirrors

c)We will NOT do any window washing (please see our Tasks We Are Not Responsible For policy)

4.Dust Furniture

a)We will dust the furniture in the living room with either Endust or Pledge, unless the customer SPECIFICALLY asks us to use a specific type of cleaner or brand

(1)Customer must provide their cleaner of choice if they want us to use a specific type of cleaner or brand

b)If customer does not want us to use any cleaner, we will clean with a damp cleaning towel

c)On the event that we run out of Endust or Pledge we will dust with a damp cleaning towel.

5.Vacuum carpet or mop floor

a)Depending on the family room, we will either vacuum the carpet or mop the floor

(1)We will vacuum or mop around any item that is too big or too heavy for the cleaning team to move

(2)We will mop with the appropriate cleaner for the floor, depending on the floor type

III.Cleaning Tasks the Company is NOT Responsible For

These are the cleaning tasks the company is NOT responsible for.

A.Windows

1.Effective January 1, 2017 we will NOT wash or clean any window

2.We will focus our efforts on cleaning the interior of each home

3.We will offer window washing for premium rate

a)One window = $10 (inside and outside)

b)One screen = $5

B.Laundry

1.We do not offer laundry service. No exception.

a)We will continue to make beds if clean sheets are left on top of the bed (Please see The Cleaning Tasks the Company is Responsible to Complete policy)

b)We will strip bed and place sheets on top of laundry machine

C.Leather

1.We do not clean any leather items

a)We will not clean any leather items in any home, beit couches, furniture, or any other item even if customer provides cleaner, for liability reasons

D.Dishwasher

1.We will not operate any dishwasher in the home for liability reasons

E.Dishes

1.We will ONLY wash a reasonable amount of dishes

a)Company reminds its customers that our main focus in their home is to deep-clean surfaces

b)Dish-washing takes time away from focusing on cleaning kitchen essentials

c)If home counts with a dishwasher, company will put dishes inside dishwasher

(1)Company will NOT operate dishwasher

IV. Last Minute Cancellation Fee

Here is an explanation of the fee the company charges for last-minute cancellations

  1. The company asks all its customers to notify it of any cancellation, postponement, or reschedule AT LEAST three days before their next cleaning appointment, preferable a week before
  2. In the event that the customer does not notify the customer of it’s cancellation, postponement, or reschedule the customer is responsible for that appointment fee
  3. The company will collect the “forgotten-cancelled day” payment on their next visit to the customer
  4. In the event that the customer does not pay the “forgotten cancelled day” payment, company will stop all services provided until payment is received

V.Postponement of Service Fee

Here is an explanation of the fee the company charges if the customer “skips” a service appointment

  1. The company, before starting services with any customer provides the customer with three quotes
  2. Initial Cleaning rate
  3. Weekly Cleaning rate
  4. Bi-Weekly Cleaning rate
  5. Monthly Cleaning rate
  6. In the event that the customer skips, or postpones, one of it’s cleaning appointments, the company will charge the customer the next frequency rate; for example,
  7. A weekly customer who skips one service, temporarily becomes a bi-weekly customer, therefore on the appointment the company is due back to that customer’s home, the customer must pay the bi-weekly rate
  8. A bi-weekly customer who skips one service, temporarily becomes a monthly customer, therefore on the appointment the company is due back to that customer’s home, the customer must pay the monthly rate
  9. A monthly customer who skips one service, must pay the initial rate once the company goes back to the customer’s home
  10. The temporary rate can be applied to all customers depending on how long their postponement will be
  11. Reason
  12. The reason the company has implemented this policy is for two reasons
  13. Paying the next-frequency rate saves the customer it’s day and time
  14. Customer will be assured that their day and time will remain the same when they resume the service
  15. Upon resuming the service the company will encounter a dustier and dirtier home than if the service had not been postponed
  1. Avoiding Postponement of Service Fee
  2. The ONLY way in which a customer can avoid the “postponement of service fee” is by scheduling an alternate day of service and therefore not having to “skip” their original day of service and waiting one full cycle for the company to go out to their home
  3. For example, a customer who is on a bi-weekly routine and cannot have the company go out and clean on their “regular day” has two options
  4. “Skip” their scheduled cleaning appointment and have the postpone fee applied on the company’s next visit; or
  5. Have the company schedule a different cleaning day than their original, scheduled cleaning day, for that week
  6. If the customer wants to reschedule, the company asks all of its customer to make any changes at least THREE days in advance, preferably a week
  7. Customer must understand that their first choice for an alternate cleaning day and time might not be available because of the company’s other regularly scheduled customers
  8. Customer must be very clear that the request is temporary
  9. If customer is looking to permanently change their regularly scheduled cleaning day, company asks that they submit their request AT LEAST ONE WEEK in advance

VI.Payment of Service

Here is the policy for payment of service to company

A. Payment is due upon completion of service, THE SAME DAY

B.Payment type accepted

a.Cash

b.Check

i. To be made out to: Juanita’s House Cleaning

VII.100% Guarantee Policy

The company guarantees all of its customers a 100% satisfaction. Here is a detailed explanation of that guarantee

A.3-Day Revision

i. The company allows all of its customers up to three days to make any revision of the cleaning service and submission of complaint if dissatisfied with the quality of the cleaning

  1. Reasonable complaint must be made
  2. Complaint will be taken into consideration if the “missed” area is obvious to have been overlooked by the cleaning staff
  3. For example, if within those three days a customer submits a complaint that there is still dust on her nightstand, that would qualify as a reasonable complaint
  4. A spilled juice by customers’ kids on the wood floor making the floor sticky after the service was provided will NOT be considered a reasonable complaint

VII.Referral Incentive Program

The company offers a referral incentive to current customers who refer a new customer to the company. Here is a detailed explanation of that program

A.For every two customers that the current customer refers to the company,

the company will provide its cleaning service to the referrer at a 50% discount on its next cleaning appointment

  1. The two referred customers MUST have used the company’s service before the company can deliver the 50% discount
  2. Company cannot, and will NOT, deliver service at a 50% discount just for referred customers who do not hire the company’s services
  3. The same referred customer cannot be referred more than once
  4. This incentive program cannot be used with any other discount or offer
  5. If the customer would like to add up it’s discount it can do so, with the applicable rule from number 1 of this section
  6. For example, if after its two referrals the current customer would like to postpone its 50% discount he/she can do that
  7. What would happen in this case, is that after its next two qualified referrals the customer would be offered its next cleaning appointment at 100% discount

4.This referral incentive program MUST be utilized by the current customer at four referrals

5. Referral incentive program can be used multiple times as long as the discount is utilized at four referrals, or 100% discount

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