At Zen Home we believe in being detailed and transparent with our clients so that your cleaning appointments are set up for success. Please see below some important details about our services, policies and conditions. We look forward to cleaning for you soon!

GOOD TO KNOW!

PAYMENT TERMS

Zen Home only accepts payment via credit card. By accepting any Zen Home cleaning appointment, you authorize us to bill your credit card on file for services. We gladly accept American Express, Visa, MasterCard and Discover. Zen Home processes all credit card payments 1 day prior to your cleaning appointment. Should Zen Home not be able to process a credit card payment one day prior to the day of the cleaning, your account will be subject to a $15.00 late payment fee.

CANCELLATION, RESCHEDULING & NON-ENTRY POLICY

We understand that there are times when you might need to cancel, reschedule or change your cleaning appointment. We ask that you give us 48 business hours advance notice to cancel, reschedule or change your appointment. Due to the high demand for our services, if you cancel, reschedule or change your appointment within less than 48 business hours of your scheduled appointment, you will incur the following fee:

Less than 48 hours notice – $50.00 fee (per scheduled cleaning consultant)
Less than 24 hours notice – 100% charge of the cleaning
No Entry Fee – 100% charge of the cleaning

CLEANING EQUIPMENT

Zen Home cleaning consultants arrive equipped with Non-Toxic cleaning products, sponges and microfiber cloths. To prevent cross contamination, we require that you have basic cleaning equipment in your home such as a broom and dustpan and our vacuum cleaner, a sponge mop and bucket, a toilet bowl brush, a step stool, garbage bags. Please keep in mind that quality equipment will always facilitate a top-quality cleaning job. Zen Home can supply the above equipment for an additional fee of $120.00 (plus tax). When booking your appointment if you would like us to provide the above cleaning equipment, please check the tool rental box on our booking form.

INSPECTION VISIT

At Zen Home we want to hit the mark 100% of the time. We have a team of Quality Control Inspection Supervisors which visit job sites to ensure our high standards and 5-star level of cleaning are being met. These Quality Control visits are short and usually occur toward the end of the job. These supervisors perform a white glove treatment of your home to make sure every detail is handled. Our supervisors are our most experienced professionals and are committed to providing the Zen standard, namely a 5-star cleaning every time. They are happy to discuss any aspect of your cleaning with you.

SATISFACTION POLICY

We proudly stand behind our work. On the very rare occasions we miss areas, we will proudly make things right! Should you have any feedback regarding your cleaning, please call us within 24 hours after the end of your cleaning appointment. If there are areas that you feel we have overlooked, we ask that you do not clean those areas yourself, as we will have someone report to your home within 24 hours to re-clean any areas of concern. While we are unable to issue refunds, our reclean process has always been able to resolve any quality issues.

ESTIMATED CLEANING TIMES

Every home is unique and our cleanings are customized including the cleaning times. As we do not perform in home estimates for our general cleanings and/or first-time cleanings, our phone estimates are based on the information each client provides. Often upon arrival to the home and after a walk-through of the space, it can be determined that the appointment will require additional time to clean the entire space. If additional time is needed, Zen Home will always call the you before the end of the appointment. If you authorize additional time requested by Zen Home, you understand that additional charges will be incurred. If you do not authorize the additional time requested, you understand that Zen Home will complete the job to the best of their ability. Additionally, you understand that if you do not approve the additional time, your entire home may not be cleaned. Of course, Zen Home will clean priority areas you suggest.

Note : If your appointment requires additional time and Zen Home cannot contact you during the duration of your cleaning appointment, Zen Home will presume up to one hour of additional time per cleaner is acceptable and charge accordingly. If more than one hour per cleaner is needed and we cannot contact you, we will complete the job to the best of the cleaning consultant’s ability.

Note : All initial cleanings generally take longer than the estimated cleaning time as it is the first time we are cleaning your home.

GENERAL

OFFICE HOURS

Our standard office hours are Monday through Friday 9:00 a.m. – 5:00 p.m. and Saturday 9:00 a.m. – 4:00 p.m. We welcome your calls.

FOUL WEATHER POLICY

In the event a Zen Home employee cannot clean your home due to extreme weather conditions, we will gladly reschedule your appointment to the next available cleaning day. We do not issue refunds. In most cases, your appointment will be rescheduled within 1-2 days after the original appointment date.

SAFETY POLICY

Employee safety is important to us. We require our employees to wear shoes at all times, refrain from climbing ladders higher than 30″, or lift objects weighting more than 20 pounds. We do not clean bodily fluids, pet accidents or any other substances that may pose a health or safety hazard to our employees. Zen Home reserves the right to remove an employee from a job site at any time if safety is of concern, or if integrity is in question.

OPEN DOOR POLICY

At Zen Home we encourage our clients who do not live in doorman buildings to leave a set of keys on file with our office. In the event that you leave the door to your home unlocked to allow our cleaning consultants to gain entry or give our cleaning consultants permission to leave your door unlocked when leaving your home, Zen Home will not assume liability for any items stolen from your home.

NO BLEACH POLICY

Though Zen Home only uses non-toxic cleaning products when performing services, on occasion we have been asked by our clients to use chlorine bleach. Due to health concerns for our cleaning consultants, and to adhere to our green philosophy, Zen Home will not use any chlorine bleach when performing cleaning or laundry services. We will gladly use a nontoxic chlorine free bleach if provided by the client.

FIREPLACES

Due to the health risks associated with the inhalation of soot, Zen Home does not clean soot from fireplaces. We will gladly clean around the fireplace. Should you require fireplace cleaning, Zen Home can suggest a reputable company to assist you.

LAUNDRY (NO LIABILITY CLAUSE)

There may be times in which you may require Zen Home to perform laundry services. We are happy to assist with this service however please be aware that due to the delicate nature of this service Zen Home does not assume responsibility for any laundry damages. As a precaution we advise that you presort your laundry and that you do not include delicate or dry clean only items in your laundry bags. By providing only sheets and towels for this service this drastically reduces the possibility for laundry damages. Additionally, you understand that laundry services will add an additional hour or more to the appointment time. We require that you provide all laundry detergent and necessary monies for operating laundry machines. Please leave all laundry supplies in a clearly visible area.

EMPLOYEE NON-SOLICITATION AGREEMENT

Zen Home clients may not solicit our employees or former employees to be contracted or employed by you or your affiliates for services of any kind. If you would like to hire/contract one of our workers to work independently for you or your affiliates, you may submit your request by informing our office in writing. If Zen Home approves your request, you will be required to pay a $4,000 referral fee before our employee is released to work independently for you.

Please be advised that should there be a breach of this agreement this will result in litigation being initiated to recover damages suffered by Zen Home and the you will be responsible for all legal costs and expenses, including Zen Home attorney fees.

**We reserve the right to take photos on a job site. These photos are used internally only and are used for job assessment and job estimating**

SERVICES

GENERAL CLEANING SERVICES

Unless indicated otherwise, we will clean every area in your home according to the following list, to the best of our ability in the cleaning time that you have requested. Exceptions and special instructions are indicated below the service list. Unless otherwise requested, the following areas will not be serviced in general cleanings: Inside of the refrigerator, inside of the stove, outside of windows and laundry services. Per your request, we will gladly provide the above services. Please be aware that the above services add additional time to your cleaning appointments which will result in additional charges.

Living Spaces, Bedrooms & General Areas

Dust furniture, furnishings & window sills
Clean floors
Empty wastebaskets
Wipe down doors, frames, window frames, light fixtures, vents, fans, & baseboards as needed
Spot clean walls as needed

Kitchen

Clean counters, sinks/stovetops, tables & small appliances
Clean Floors
Wipe down face of dishwasher, refrigerator, oven doors
Wipe down cabinets (outside only)
Wipe down doors, frames, window frames, light fixtures, vents, fans, & baseboards as needed
Spot clean walls as needed

Bathrooms

Thoroughly clean counters, toilets, sinks & bathtub/shower
Clean floors
Wipe down cabinets (outside only)
Wipe down doors, frames, window frames, light fixtures (with step stool provided), vents, fans, & baseboards as needed
Spot clean walls as needed

POWER CLEANING SERVICES

Our Power Cleaning Services is our most detailed cleaning. This service includes all task listed in our General Cleaning Services in addition to the below services:

Inside and out of all kitchen cabinets
Inside and out of the refrigerator and stove
Inside and out of all bathroom cabinets
Inside (only) of all windows if windows are standard size
All bookshelves and built in cabinets

MOVE IN AND OUT CLEANING SERVICES

Our Move In and Out Cleaning Services are empty homes in which the following additional services are provided in addition to our General Cleaning Services.

Inside and out of all kitchen cabinets
Inside and out of the refrigerator and stove
Inside and out of all bathroom cabinets
Inside (only) of all windows if windows are standard size
Inside and out of all closets
All bookshelves and built in cabinets

AREAS WE DO NOT SERVICE

Due to the safety of our cleaning consultants and the utmost concern for your delicate items, we cannot provide the following services:

Moving of any furniture
Cleaning homes that have been infested with bed bugs
Cleaning large areas of floors by hand
Use of ladders higher than 3 feet
Cleaning of cat litter boxes
Handling of pet feces
Cleaning of fireplaces
Hand washing clothes
Providing laundry services when the laundry facilities are not located inside your home or building
Cleaning outside of windows
Cleaning inside of larger than standard size windows. Standard size windows are 40″W x 60″H
Stepping on kitchen counters to clean the top of cabinets
Lifting or moving of heavy items
Cleaning inside of toilets without a proper toilet brush