Client Welcome Packet | L2L Cleaning

WELCOME PACKET

L2L Cleaning wishes to express our appreciation for this opportunity to work with you and look forward to serving you. Our company takes pride in our commitment to cultivating long term relationships with our customers. The guidelines in this packet will ensure a top quality and mutually respectful working relationship.

CLEANING SUPPLIES & MATERIALS

For your convenience, we provide all cleaning supplies. Your cleaning fee includes the maintenance cost for our cleaners, cleaning cloths, mops, buckets, brooms, and vacuums.
In the event you would like us to use your vacuum or cleaning supplies you provide, please let us know. Your vacuum, cleaning supplies, and cleaning products must be clean and in good working condition. We will not clean or repair customer vacuums. We will not pay for the cost of your cleaning supplies and products.

YOUR CLEANING DAY RESPONSIBILITIES

Dirty Fee: General pickup is needed before your cleaning time to ensure our service are completed within the allotted time. General pickup includes: removing clutter, toys, items of value, minimal dishes in the sink. If general pickup is needed during our service, a fee of $25.00 for every 30 minutes will apply. This fee will apply if general pickup is needed and cleaners go over the allotted time that is needed for the square footage of your residential cleaning space.

ACCESS TO YOUR SERVICE LOCATION

If you issue us a key, it is kept secure and distributed to your cleaner for service appointments only.
A hide-a-key, door code, garage code or loaner key are available options if you are not comfortable issuing us a key.
If your cleaner is unable to gain access to the service address on the day of your scheduled cleaning appointment, a full cleaning fee will be charged so please be certain the method of entry is a no fail one.

CLIENT PREFERENCES AND DATABASE

To serve you better, we keep a database of your preferences, special requests, and unique service location to provide clear communication to our cleaners in HouseCall Pro app.
HouseCall Pro allows for easy scheduling and receiving reminders and notifications about upcoming services or changes. HouseCall Pro allows for direct communication with their service providers and enables special requests and preferences if you are not present during the clean. It allows for real time updates for the status of your appointment including when the cleaner is en-route, when the job is completed and any follow up tasks that may be needed. Overall, clients benefit from our software database ensuring a positive and seamless experience.
Each customer has a profile for information of customized plans such as: pets needs, access, cleaning priorities, what to avoid, and cleaning products required.
Temporary and permanent changes to your living conditions have a direct effect on the amount of time it takes your cleaner to provide your cleaning services. It is your responsibility to notify us of changes by emailing us at lauren@l2lcleaning.com. Changes that may result in additional fees included but are not limited to long-term guests, upcoming construction projects, or a new pet.
Although it may seem convenient to discuss changes or other issues directly with your cleaner, please do not do so, as your communication will not be effective. Your cleaner has no authority to bind changes, modify your engagement agreement, accept cancellations, or evaluate time/cost adjustments. Our office, however, is well equipped to address those concerns.

PAYMENTS AND ADDITIONAL FEES

When your cleaning is compete, you will receive an invoice. This will allow customers to add a credit card on file.
We accept Venmo, cash and checks as an alternative payment method.
All clients are expected to have an operable and updated credit card on file before services begin.
If there is a valid reason for lack of payment, this should be communicated directly to Lauren@l2lcleaning.com
Payments are expected at the conclusion of your service.
Late Fee Charge / Insufficient fund: $30 per incident will apply after (7) days grace period and $10 every day after grace period.

LAUNDRY AND LINEN SERVICE

If opt in our complimentary bed linen service, but not laundry service, you must place clean linens on each bed. Your cleaner will not sort through closets or laundry piles to locate the clean linens.

PETS

You are responsible for making sure your pet(s) are in a safe spot during your appointment. This is both for your pet’s and your cleaner’s safety. Many pets are not comfortable with visitors or loud noises. Cleaning pet messes of any kind including litter boxes, vomit, urine, and feces, are your responsibility. Under no circumstances will we use our cleaning supplies to clean up pet messes. If a client has a pet that has accidents, we will require the use of their vacuum.

À LA CARTE SERVICES

We love helping our clients with extra services. Whether it is changing beds, organization, oven cleaning, interior window tracks, or doing laundry, we are here for you. For pricing of our add on services, please contact Lauren@l2lcleaning.com
If you would like to add new services permanently to cleaning day appointments, we will be happy to do so. Contact our office to initiate a change to your service.

QUALITY SERVICE IS # 1

Customer satisfaction is out #1 Priority. If for any reason you are not happy, within 24 hours contact our office at Lauren@l2lcleaning.com. Include pictures and or an itemized list of areas that still need attention. We will be happy to investigate the reasons for your concern.
After 24 hours, it is difficult to assess whether the problem was due to poor workmanship, or daily living, so contact us right away.
No discounts for services will be offered without the opportunity to make all necessary corrections. We may, at our election, agree to send your cleaner back to correct any oversights free of charge.
The assisted cleaner needs to demonstrate that they understand how to meet client needs fully and are given the opportunity to fix oversight. This not only promotes accountability but helps refine future cleanings to ensure satisfaction.

CANCELLATION POLICIES

We understand that unforeseen circumstances may require you to cancel or reschedule your cleaning appointment. Our cancellation policy is implemented to ensure our scheduling runs smoothly and to minimize any inconveniences for our team.
In the event is someone is sick in the household on the day of your clean, please communicate before 8:00AM. Fees are subject to apply.
If you need to cancel or reschedule your appointment, please contact us as soon as possible to notify us of the change.
Cancellations made less than 48 hours before the scheduled appointment is subject to a cancellation fee a minimum of $50. The fee amount will depend on the circumstances and will be communicated to you at the time of cancellation.
If appointments are cancelled within 24 hours, you are responsible for 50% of your cleaning fee and will be charged accordingly.
In the event our team arrives at your property for a scheduled cleaning appointment, 50% of your cleaning fee will be charged. Additionally, if our team is unable to gain access at the arrival time, or waiting time will not exceed (15) fifteen minutes and you will be charged your cleaning fee.

CHANGING CLEANING SCHEDULE

Pausing services: please communicate two weeks in advance of the needed change with reasoning. We are happy to accommodate your household needs, however, there is no guarantee of current prices upon return.
Change of recurring services: We offer weekly, bi-weekly and monthly cleans. If changes are needed, a new estimate will be sent based on new pricing rate. Rates vary according to your recurring plan.

CANCELLATIONS DUE TO WEATHER/INOPERABLE CONDITIONS

If cancellations are needed, communication will be sent if weather impacts your cleaning service. If your cleaner is already on site and a power failure occurs, emergency plumbing issue arises, or an act of nature occurs, we will not be held liable to return to complete the work.

DISCLAIMER

Refer to your Engagement Agreement for complete details.

It is your responsibility to advise us on your preferences, special requests, and unique service location conditions on the client intake form, or, if not known at intake, as soon as reasonably known.
We will not be liable for faulty or poorly installed furniture/fixtures, picture hangings, appliance parts, aged or brittle wood blinds, etc. that break or fall while cleaning.
All cleaning products supplied by you that may cause damage to any surface will not be the responsibility of L2L Cleaning .

EXCLUSIONS

We do not provide cleaning services:

At heights requiring a ladder taller than 6 feet
In garages, attics, or unfinished basements
Inside fireplaces or wood burning stoves
In rooms under construction or remodel

CODE OF ETHICS, NON-SOLICITATION AGREEMENT

Employees of L2L Cleaning are required to sign a Non-Solicitation Agreement, prohibiting them from soliciting, or accepting business from current or former clients while employed at L2L Cleaning and for a period of two years after termination.
If an employee approaches any client with the intent to perform the same tasks privately, or through another company, the client is urged to report such activity immediately.

NON-EXCLUSIVE APPOINTMENTS

If you consider scheduling other service personnel in your home during your cleaning appointment, please ensure that it does not impact our time in your home. If you do need to reschedule, please keep in mind our cancellations policy and do so within the grace period. We are not responsible for securing your home when other service personnel have access to the service location at the same time as our appointment. We shall have no responsibility or liability for damage or theft during nonexclusive appointments.

CONTACT INFORMATION AND BUSINESS HOURS

Our offices are open 9am-5pm, Monday–Friday.
We are closed on Saturdays, Sundays, and all major holidays; New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, Black Friday, Christmas Eve and Christmas Day.
If you contact us regarding your service after hours or on the weekend, no matter the method of communication, we will be available to you the next business day.
Contact us at Lauren@l2lcleaning.com to communicate changes or call our office at 215-680-4548.
We always respond to inquiries promptly during business hours.