Please read through the policies to help us ensure that we deliver exceptional service to all of our clients during every visit.
Service Schedule Our office business hours are 9AM - 5PM, Monday - Friday and Saturday 9AM- 12PM. Our team members clean during the day from 9AM - 5PM - each home is assigned a time during the day for cleaning. Our last clean of the day is scheduled no later than 2:00PM. We do offer cleanings before and after parties any day of the week with an added fee, but these need to be scheduled in advance for availability. Due to things such as traffic and needing to spend a little longer at a customer's home to handle a special request, we operate on 2 hour windows. If you require a definite starting time for our team members, our office would be more than happy to talk about possible solutions such as making your scheduled cleaning the first appointment of the day. Holidays - We observe Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, And Christmas Day.
When is payment due? How should I pay?
All payments are due the day of your scheduled cleaning. We accept Debit/Credit Cards, Apple Pay, Cash App and Zelle, but, however, we do require a card on file as a backup payment method. If for any reason payment is not received, and the card on file is declined, a $15 late payment fee will be assessed for payments not made within 3 days after service.
Team Members
Our team members are trained to always be professionals - for example, our members will never smoke or use any of your electrical appliances such as radio or tv while in your home. We always try to clean your home using the same cleaning associates each time, unless due to sickness or other emergencies, we are unable to do so. We want you to feel confident in our team members and they are eager to deliver a custom cleaning for your home. Important Notes: Personnel supplied by Mandi's Cleaning Crew are deemed employees of Mandi's Cleaning Crew and will not, for any purpose, be considered employees or agents of the customer.
When is payment due? How should I pay?
All payments are due the day of your scheduled cleaning. We accept Debit/Credit Cards, Apple Pay, Cash App and Zelle, but, however, we do require a card on file as a backup payment method. If for any reason payment is not received, and the card on file is declined, a $15 late payment fee will be assessed for payments not made within 3 days after service.
Team Members
Our team members are trained to always be professionals - for example, our members will never smoke or use any of your electrical appliances such as radio or tv while in your home. We always try to clean your home using the same cleaning associates each time, unless due to sickness or other emergencies, we are unable to do so. We want you to feel confident in our team members and they are eager to deliver a custom cleaning for your home. Important Notes: Personnel supplied by Mandi's Cleaning Crew are deemed employees of Mandi's Cleaning Crew and will not, for any purpose, be considered employees or agents of the customer.
Safety Hazards
Should any member of your household require the use of syringes, please ensure that they are disposed of safely. Any secure container like a coffee can, can be used to store used syringes and/or needles prior to final disposal. Any unexpected stab by an insecure needle can pose serious health concerns to our staff. Please dispose of bodily fluid hygiene products appropriately. Please wrap up in paper/tissues and toss in a lined canister for easy disposal. If firearms are in your household, please ensure they are safely put away. Due to insurance policies, we are not permitted to step higher than our 2-step stool or lift heavy objects or furniture. To protect our cleaners and your privacy, please be sure that any confidential or potentially illegal documents or substances are put away before your scheduled cleaning. In the event of a hurricane and other poor weather conditions we may need to skip your clean in order to keep our teams safe. We'll do our best to reschedule to the earliest available appointment.
Supplies
We bring everything we need to professionally clean your home including necessary supplies, chemicals and equipment. In this way, we can make sure we have everything we need.
Is there anything I should do before you arrive to clean?
Nice of you to ask - yes, it can help our team members if you pick up or put away any clothes, children's toys or other items before we arrive. It is also appreciated if you could make sure your pet is safe and secure before our cleaning associates come to clean. Thanks!
What if I can't be home when your team members arrive to clean?
No problem, this is very common. We will make every effort to arrive at your house in a timely manner. We offer a 2 hour window for our arrival. We will always do our best to keep you informed of any delays we may be experiencing. If we arrive at your home and you forgot to leave the door open, we will contact you and wait for 30 minutes to allow time for you to make arrangements to give us access before leaving. If the team needs to leave without cleaning for this reason, you could be charged 50% of your regular cleaning cost as a lock out fee. Our employees are paid by the hour and this fee is necessary to cover their cost. Most of our customers do entrust us with a key to their home, a responsibility we take very seriously.
Insurance
We make every effort to take the greatest care while in your home, but we understand accidents happen. While our team members are trained on proper cleaning procedures and pride themselves in being careful, if anything were to get broken as the result of something one of our team members did while cleaning - we want to step up to make it right! That means trying as quickly as possible to either repair or replace it. Identical replacement is always attempted but cannot be guaranteed. Because all of our team members are insured, we would file a claim whenever necessary to help resolve the situation. We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our team. Damaged or broken items must be reported to Mandi's Cleaning Crew office within 24 hours of service Note: Mandi's Cleaning Crew LLC is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (e.g., marble. granite, etc.) are assumed sealed and ready to be cleaned without causing harm.
Guarantee
Our #1 job is getting and keeping you - delighted! Mandi's Cleaning Crew is committed to delivering a maid service program of the highest quality and reliability. We offer responsive customer service and a number of additional cleaning services to be your one-stop source for your home-cleaning needs. We bring together the most effective methods, highest quality supplies and latest equipment to deliver on this commitment. Your satisfaction is our #1 priority; therefore, we guarantee all of our cleaning services. Any necessary adjustments must be reported to our office within 24 hours of the cleaning date for resolution by one of our cleaning staff members.
***Service reliability is extremely important. Once you've made an appointment with Mandi's Cleaning Crew, we will block off that slot exclusively and respectively for you. We will turn down business to not disrupt your regularly scheduled cleaning. Please show the same respect. We kindly ask for a 24 hour notice of cancellation or preferably the most notice you can provide once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment however that will be subject to availability. We request that you give us a minimum of 24 hour advance notice IF YOU NEED TO CANCEL OR RESCHEDULE YOUR APPOINTMENT FOR ANY REASON. Our business number is 910-584-4158. If you cancel or reschedule less than twenty-four (24) hours from your appointment time you will be charged $40 for the cancelled or rescheduled appointment. We understand that circumstances arise that require a cancellation, but if a client has excessive cancellations we reserve the right to cancel all future cleanings.
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