CLEANING POLICIES OF MVA CLEANING AND MAINTENANCE LLC

These policies are in place to help us deliver exceptional service to ALL of our clients every visit. Please read through them.

• Phone/Office hours – We are available by phone

Monday – Friday 8:00– 5:00; if we do not answer leave a message and we will call you back as soon as possible. In the case of an emergency or you need to cancel a service you may call/text at any time. Please reserve inquires during office hours.

• Cleaning Hours – We are available for cleaning Monday – Friday between 8:00 – 5:00, with our last clean of the day scheduled no later than 3:00pm depending on the size of the job.
• Holidays: closed, to be agreed on these dates according to the schedule
• Service reliability is extremely important. We will turn down business to not disrupt your regularly scheduled cleaning.

Please show the same respect. We request that you give us a minimum of 24 hours advance notice (Monday clients must call before noon on the previous Friday), IF YOU NEED TO CANCEL OR RESCHEDULE YOUR APPOINTMENT FOR ANY REASON. Our business number, +1 (954)856-7872 Call o text or email info@mvacleaningandmaintenance.com

is available to you at all times. Failure to provide adequate notice could result in a $50 late cancellation fee. We understand that circumstances arise that require a cancellation, but if a client has excessive cancellations, we reservethe right to canceling all future cleanings and giving their saved spot to the next client in our waiting list. Nevertheless, we might also review and change your fee if the regularly of the service is not kept as it was established by previous agreement. As if we have an emergency or day off request from our workers, we will call you in advance to arrange the delivery of our service with the minimum inconvenient as possible.

• Access to your home – We will make every effort to arrive to your house in a timely manner. Because of posible cancellations or prior cleans running longer than expected, we cannot guarantee a specific time. Our teams require timely access to your home to perform their job. We believe the best way to serve you is for you to issue us a house key. If you do choose to meet the team for access to your home, we offer you one of two time slots (between 8:00am – 12:00 pm

or 11:00 am – 3:00 pm). Circumstances beyond our control such as traffic, weather, or team/ cleaner illness or emergency may affect our arrival time. Your flexibility and understanding in these situations is greatly appreciated. We will always do our best to keep you informed of any delays we may be experiencing.

• Lock Outs – If we arrive to your home and you forgot to leave the door open, leave a key or the team needs to leave without cleaning for any reason, you could be charged 50% of your regular cleaning cost. Our workers are paid for their time and this fee is necessary to cover their cost. Cleaning Solution Group Inc. Changing Lives, one home at the Time! Most of our customers do entrust us with a key or code to their home, a responsibility we take very seriously.
• Making payments – All payments must be made the day of or before your scheduled cleaning. We accept Cash, Checks, ZELLE and Venmo (although, we appreciate cash if you tip the ladies directly).
• Safety – Should any member of your household requires the use of syringes, please insure 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.

“A clean and well-maintained environment and a healthy environment are not only prerequisites for a functional workplace, but they also form the basis of employee well-being and productivity.”

• Hygiene – Please dispose of bodily fluid hygiene products appropriately. Please wrap up in paper/tissues and toss in a lined canister for easy disposal. We wear gloves to protect ourselves, but we will not be picking up any that maybe lying on the floor. (It’s happened!)
• House Temperature – So we don’t melt like the Wicked Witch of the West ☺, please set your AC to 72 prior to our arrival.

We’re happy to readjust the temperature per your written instructions when we leave.

• Weather – In 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.
• 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.
• Damage or Breakage – We make every effort to take the greatest care while in your home, but we understand accidents happen. Identical replacement is always attempted but cannot be guaranteed. 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 owner within 48 hours of service. Note: CSG Inc 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.
• On the Day of Cleaning – Please leave us ample room to be able to clean countertops, furniture, and floors by picking up excessive items (i.e., clothing, toys, personal care, trash, dirty dishes etc.). We ask this to ensure that your home is thoroughly cleaned in the time that is allotted. Make sure you save, put away any important items that don’t want to be misplaced or loss. Please have all the supplies of your preference and vacuum (clean and working properly) available at the time of our arrival. VERY IMPORTANT: We really recommend putting away in MVA Cleaning and Maintenance Llc a safe place all the important things as small items and jewelry that could be vacuum or throw away by mistake.
• In the effort of satisfying your cleaning needs, we will not hand wash more than 6 dirty items in the sink and we won’t unload items from dishwasher to put away in cabinets since we don’t know their original place and this will take long time which will reduce time from the real cleaning. We apologize for any inconvenience this might cause but again we put all our effort to ensure that your home is thoroughly cleaned in the time that is allotted.
• After the Day of Cleaning – Your satisfaction is our #1 Priority, therefore we guarantee on 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. You can also send us a picture but please do not clean it yourself. Your feedback is very important to us and giving us the opportunity to redeem any mistake is the best way for us to improve our staff’s performance. We understand we aren’t perfect but we want to make our clients happy, therefore, communication with management is key! Refunds are not available.
• Skipped cleanings – For weekly customers, you will be charge our bi-weekly rate for 1 skipped cleaning. For bi-weekly customers, you will be charged our monthly rate for 1 skipped cleaning. For 2 or more consecutive skipped cleanings you will be charged our one-time cleaning rate. For monthly customers, you will be charged our one-time cleaning rate for 1 or more skipped cleanings. This is to account for the additional time it will take to clean your home. There will No

exceptions.

“A clean and well-maintained environment and a healthy environment are not only prerequisites for a functional workplace, but they also form the basis of employee well-being and productivity.”

• Other – Please be advised we don’t dust the fronts of flat screen tv’s in order to avoid scratching. If we see a potential breakage happening, we will avoid cleaning areas or things that could potentially break. (ex. china, knick knacks on a shelf, etc.) We will only microfiber wet wipe flat surfaces furniture with 6 or fewer items. We will still microfiber dust flat surfaces but with surfaces with 6 or more items it adds a lot more time to the cleaning and it’s hard to estimate the extra time/cost when giving the original estimate. Areas with excessive knickknacks/items or wall picture frames will not be moved or dusted in order to stay within the allotted time and save you additional money. We use the cleaning supplies you provide due to each client preferences. We bring standard equipment that will ensure your home is cleaned to your satisfaction and our labor comfort.
• In the event of any RENOVATION in your house, additional after renovation cleaning needs to be scheduled. This is not included in your regular cleaning and will incur additional cost. Please inform the office when you planning on this evento to arrange accordingly.
• Extra services are available to previous request and extra charge, at least 48 hours in advance: Laundry, Ironing, Windows Cleaning, Sweep garage/patio/balcony, Refrigerator, Oven, Extra care for floors, etc. The highest compliment we can receive is the referral of your friends, family, and business associates.

Thank you for your trust.