customer guidelines

Please read the customer guidelines below. This is not a contract. THESE GUIDELINES ARE EFFECTIVE AS OF SEPTEMBER 1,2024

For a graceful experience, here is what you need to know before our arrival:

The day prior to service you will receive a text message with an estimated time. We can arrive ONE HOUR EARLY OR ONE HOUR LATER than the estimated start time. No arrival time is implied or ever guaranteed due to the nature of our business changing schedule.
The day of the service you will receive a text 20 to 30 minutes before the arrival of cleaners.

How to prepare for your cleaning?

For us to provide you the best cleaning possible, we ask that you pick up any clothing, household items or toys before cleaner(s) arrive. It’s best if you also declutter all surfaces before the cleaner(s) arrive. This will help you to get the best possible result, as your cleaner(s) may not be able to fully clean a cluttered area, or know where you place your personal items.

What could change my service price?

How to
and furniture. Our Move-in/out cleanings are very detailed and require us to have access to every inch of the home. There must be running water and electricity for us to clean. We also require the home to be at a comfortable temperature.

If the condition of your home is worse than predicted, we have the right to either adjust the price or to refuse the service, however you will be charged a trip fee of $60. We will never adjust the price without speaking to you first. In the event that we cannot get a hold of you, we have the right to discontinue cleaning and charge a trip fee.

An additional fee will be added if workers have to tidy before beginning the cleaning service
Additional charges will be added for removal of hard water, rust, calcium and mold (mold embedded in caulk not guaranteed to be removed.) (Additional $50 charge or additional charge per restroom)

Ovens, Refrigerators and other appliances are upon request and require an additional fee. (Ovens are $30 and refrigerators are $50).
Customers on a recurring schedule who need to change or skip their regularly scheduled appointment will be subject to a price change. For example: If a biweekly customer changes their appointment to the following week, they will now pay the price for a three week service $50 up from the regular amount.

If is scheduled for the next following appointment they will be charged for a monthly cleaning $100 more than the regular amount

prepare for your Move-in/out cleaning? Your home should be free of all personal items

*there will be an additional charge for homes without running water and/or electricity or if we need to bag up trash.
Parking: Our customers are responsible to provide free parking for our cleaners. Parking must be within a 2-minute walk to the home. If parking is not available to the cleaners, and we are unable to reach you, your appointment will be canceled/and or rescheduled. In the event that this happens, you will be charged our standard cancellation fee.

Keys and Alarm Systems: FullyTidy LLC does not accept keys. If you will not be home for your cleaning, you need to provide a way for your cleaner(s) to gain entry into your home. You can either: Leave a key at the home, provide us with a garage door code or a front door code. If your home has an alarm, please provide the office with our own code to disarm it.

Safety: For the safety of our customers and cleaners please do not follow closely behind workers. Please inspect the area after our workers have finished the room. Cleaners must wear shoes in the home for their safety.
Cleaning Supplies: We provide all of the cleaning products and equipment needed to clean your home.FullyTidy LLC provides all cleaning products and all equipment required for cleaning your home. If you would like us to use specialty products or equipment, please leave it out and let us know about your request by either contacting the office or your cleaner. We are not responsible for ANY damage caused by cleaning products or equipment provided by the customer. We also cannot honor the 24-hour clean guarantee if we use the client’s cleaning products or equipment.

● It is required that your home has running water and working electrical outlets. We reserve the right to charge our standard cancellation fee if we are not provided with running water and or electricity

Cleaners: All clients are insured
Service Time: The first cleaning is quoted based on a normal home condition. If your home requires special attention we will either need to extend our time at an hourly rate to prioritize your cleaning. The price may change depending on the condition of the house

Things our cleaners do not do:

• ●  Clean bodily fluids: blood, urine or feces. These are biohazards and we are not trained or certified to handle these.

• ●  Handle any home with insect infestations. If an infestation is identified, the cleaners assigned to your home will leave. You will be contacted immediately and our standard cancellation fee will be charged.

• ●  We don’t do clean windows

• ●  dishes

• ●  Wash clothes

• ●  Chandeliers

• ●  Wall washing

• ●  Paint Removal

• ●  Clean up after pets or other animals.

• ●  Move or lift items weighing over 20lbs

• ●  Empty diaper pails

• ●  We do not clean any bathtub, sink or toilet that the water is stack you may call a

  professional to fixed

Payment:
Credit card on file: We require all new clients to put a credit card on file. This card will only be charged for the following reasons:

1. If you choose to make your payment with the card on file.

2. Lock-Outs or Late Cancellation fees

3. If the client requests for additional tasks from our cleaners, we need to charge a service

   fee.

*Late fees accrue at $35 per month.

ONLINE PAYMENTS
We store your card on our secure systems and charge for the service as soon as the job is complete. We charge the deposit of $60 for One-Time Cleaning the day of the booking.

● Tipping: FullyTidy LLC never requires tipping, but you can tip cash if you would like to. Lock-Out & Late Cancellations:

● Cancellation Fees
● FullyTidy reserves the right to assess a cancellation for any cleaning that is

canceled with less than 48 business hours notice. The cancellation fee is equal to half the cost of your cleaning for recurring services as well as one-time cleans. This fee will be charged to the credit card on file or we send your invoice and pay by zelle. We reserve a time specifically for you and are often unable to fill the vacant time slot at the last minute. The cleaners only get paid for the homes that they clean. Please be sure to provide entry instructions if you will not be home. We reserve the right to charge our standard cancellation fee for all lock-outs.

• ●  For all one-time cleanings, a fee equal to half the cost of your cleaning will be charged if our cleaners are unable to access the home or if you cancel your cleaning with less than 48 hours notice.

• ●  We reserve the right to refuse cleaning of your home if we encounter anything that could pose a threat to our cleaners. This could include but is not limited to: mold, hoarding, abnormal buildup, etc. We reserve the right to charge the service fee of $120

  24 Hour clean Guarantee:
  We offer all clients a 24-hour clean guarantee, if you find anything that is included with your clean that was not completed, we will come out and correct it. You must report any problems within 24 hours from the date & time of your cleaning.

Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds. Although, we want you to be 100% satisfied with our services! This is why we offer a 24 hour clean guarantee, if a task was not completed to your satisfaction or was missed during our visit simply contact the office (940)304-4137 and we will return to your home and re-clean that area. Price Adjustments:

We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. A price adjustment might also happen if the conditions or needs of your home have changed. We guarantee our prices for 12 months. If you discontinue service, then later reinstate services with FullyTidy after a period of 3 months, you may receive a new rate.

Pets:
We are a pet-friendly company, but we would appreciate your help in making sure that your pets are secured and safe on cleaning days. Please let the office know of any special requirements to keep your pets safe.

*For health reasons our staff will not clean pet beds, litter boxes, vomit, urine or fecal matter.
Your Valuables: If you have any valuables including collectibles or expensive objects, please let the office know so that we can make note of it on your account. You are responsible for letting us know if you would like for us not to clean or handle these items. Please secure any money, credit cards, and checkbooks before you clean, as we are not responsible for missing currency. Broken/Damaged Items: Cleaners try to clean while minimizing the risk of breaking or damaging items in your home. It is not common, however, it does happen. If there is an item that is believed to be damaged by one of our cleaners, it must be reported within 24 hours. If we were to break or damage anything while in the home, your cleaner will contact the office immediately. You will be notified of the damaged or broken item, and we reserve the right to replace or repair the item. We can not take responsibility for items that were broken or damaged because they were not properly attached or secured (for example, a tv or picture that was not properly attached to the wall) Lifting, Climbing and bending: The safety and wellbeing of the cleaners are very important to us, and we are determined to keep them safe. In an effort to prevent injuries, the cleaners are not allowed to: Climb above the second step on a step stool or ladder, move items that weigh more than 20lbs, clean floors on their hands and knees (exceptions would be bathrooms floors) or use something that is not a step stool or ladder to climb on top of. These types of activities put the cleaners in danger of hurting themselves or damaging your property. If you would like us to clean behind a large piece of furniture or a large appliance, we can absolutely accommodate the request if said items are pulled away from the wall when we arrive.
Climate Control: The temperature inside of your home should be at a comfortable setting before we arrive. We will not provide services in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme heat or cold. In the event that your appointment is canceled due to climate, our standard cancellation fee will be assessed.

Online Booking:

Booking a service online doesn’t guarantee you a spot for that date/time. Your booking is not confirmed until you have completed a confirmation phone call and received a confirmation email. When and how to pay? Payment is required at the time of service. You can pay by credit card or Zelle whichever is easiest for you.

Cancellation & Rescheduling Policy Cancellation & Rescheduling Policy

FullyTidy LLC requires 48-hour advanced notice of any Service cancellations and reschedules. Cancellation and rescheduling fees are non-refundable. We understand that there are times when you must miss a Service due to emergencies or obligations for work or family. However, when you do not cancel in time, you may be preventing another customer from getting the Service. FullyTidy LLC reserves the right to process payments for cancellation and rescheduling fees:

• ●  Any appointment not canceled at least 48 business hours in advance, will result in 100% full payment of the agreed service rate. Including appointments that were skipped, missed, no-show, and/or locked out.

• ●  Any appointments not rescheduled at least 48 hours in advance will be subject to a $60.00 rescheduling fee.

• ●  Any appointments rescheduled late without 48-hour advance notice, and then canceled will be subjected to a 100% cancellation fee of the agreed service rate, in addition to the $60.00 rescheduling fee.

• ●  Any Post-Construction, Post-Renovations, or other speciality service appointments not canceled at least 48 hours in advance, will result in 50% payment of the agreed service rate (quote).

• ●  Any Move in Move out or Deep Cleaning or other Cleaning Service appointments not rescheduled at least 48-hours in advance, will result in 25% rescheduling fee of the agreed service rate (quote).

  You may cancel your scheduled service in several ways: Call/text our office number at (940)304-4137

  Emailing us at: info@fullytidy.com

  Refund Policy
  All services are final and non-refundable but we will be more than happy to schedule a correcting

  service free of charge (“Re-Clean”).

  You recognize and agree that you shall not be entitled to a refund for any purchase of services rendered under any circumstances. FullyTidy LLC does not offer nor provide refunds or partial refunds for any of our services including but not limited to: Standard Cleaning, Recurring Services, Move-Out/Move-In Cleans, Deep Cleans, Post-Construction Cleans, Office Cleaning and/or any extra and el a carte services. Including late-cancellations and late-rescheduling fees.

  Re-Clean

The service must be a mistake from the Service Provider and not something caused by the Customer and/or another party that visited the premises. Customers must report any requests and/or complaints within twenty-four (24) hours of their Service. Suppose a customer is not fully satisfied with a Service performed. The customer must submit photographic evidence with a brief description of any missed areas, rooms, or items to info@fullytidy.com and/or send an SMS to (940)3044147. The customer must report all such requests and complaints within twenty-four (24) hours of the customer’s scheduled Service.

Customer requests or complaints
A Re-Clean. Our cleaning Checklist. Only if you request a re-clean of work of the scheduled service’s cleaning Checklist www.fullytidy.com checklist. FullyTidy LLC offers a complimentary Re-Clean.

FullyTidy LLC is not liable to offer a complimentary Re-Clean or future credits if the complaint and/or requests fall outside of the service’s checklist of work as per our cleaning service. Recurring cleaning service like Weekly, Bi-weekly Monthly, Deed Cleaning Move In Move Out and Office Cleaning. FullyTidy LLC is not liable to offer a complimentary re-clean or future credit if the complaint and/or requests fall outside of the Average Condition of a residential or commercial space.

In addition, the following types of Services or items are not eligible for our Re-Clean guarantee:

• ●  items and tasks not in our cleaning Checklist;

• ●  residential or commercial properties not in Average Condition;

• ●  residential or commercial properties without electricity or water;

• ●  residential or commercial properties incorrectly described or booked. (incorrect number of

  bedrooms, and/or bathrooms, and/or square footage, Etc.)

  If the customer fails to contact FullyTidy LLC within twenty-four (24) hours of their services as mentioned above, FullyTidy LLC will not offer complimentary re-clean or future credits.

  Customers can only schedule a complimentary re-clean within forty-eight (48) hours since FullyTidy LLC received a customer’s complaint. FullyTidy LLC will only return for a Re-Clean within this timeframe. FullyTidy LLC is not liable to schedule complimentary Re-Clean past the forty-eight (48) hour timeframe of the customer’s initial request.

  24 hours Guarantee
  We guarantee all our work. If there is anything that does not meet your expectations, please let us know the same day so that we can send someone out the next day to ensure that we re-clean the missed areas. Refunds are not available and if an offer to re-clean is turned down, it will be taken as a complaint that has been taken care of. One thing that really helps us provide you with a better cleaning service is your ongoing feedback. Please fill out your survey after every visit to help us continually improve the quality of the service you receive.

CUSTOMER GUIDELINES

RECURRING CLEANING SERVICE

Regular Cleaning Service. Great for busy families who are always on the run.

*For your recurring services, your maintenance cleanings include the following:

Kitchen, Bathrooms, Living Areas, Dining Room and Office.

Includes list items (shown below) cleaned by hand with a detailed emphasis and focus on build up, plus the following:

Ceiling fans & light fixtures (dusted) Cobwebs removed
Blinds (dusted)
Spot cabinets (wiped)

Baseboards (dusted)

Lamps & lampshades (dusted)

Pictures & knick-knacks (dusted)

Furniture (dusted & polished) Furniture DINING TABLE (polished)MUST BE EMPTY OR LESS THAN 10 ITEMS

Microwave (scrubbed and disinfected) Outside of appliances (cleaned) Stovetop (scrubbed)
Counter tops & backsplashes (washed) All sinks (scrubbed/disinfected) Mirrors (Windexed)

Tub/shower & tiles (scrubbed & sanitized)IF YOU ASK FOR A DEEP CLEANING MUST PAY $60 EXTRA DEPENDING OF THE SHOWER

All bathroom counters & fixtures (scrubbed & sanitized) Wastebaskets (emptied/relined)
Bed made, 1 set of sheets changed
(CHANGE BED SHEETS $5 PER ADDITIONAL BED)

All beds just made

All Rooms (dusted and cleaned )

Stairs (vacuumed, wood dusted)

Floors (vacuumed &/or mopped)

Under furniture (vacuum &/or mopped)

It is presumed that the home will be in order and somewhat picked up to facilitate cleaning the areas describe above.

*ADD ON*
*CLEAN OVEN INTERIOR (EXTRA) $50 EACH *CLEAN REFRIGERATOR (EXTRA) $50

* We do not climb higher than a 2-step ladder. Higher items will only be dusted w/ an extension duster we cannot move furniture, but we will try to reach any visible places either by hand or with an extension duster. Most homes have at least one chandelier or vaulted ceiling fan that we cannot reach by hand.

* Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely.

Always Included

• Professionally trained cleaners

• All supplies and tools (Vacuums, Mops, etc.)

• Pet Friendly

• 100% Satisfaction Guarantee• Each cleaning is unique. The lists below are a guide of what we do during the specified cleaning.

DEEP CLEANING LIST

Top-To-Bottom Deep Cleaning of areas to be cleaned Kitchen, Bathrooms, Living Areas, Dining Room and Office.

Includes list items (shown below) cleaned by hand with a detailed emphasis and focus on build up, plus the following:

Ceiling fan
Cobwebs removed
Blinds (wiped )
window ledges (wiped)
Baseboards (hand washed or wiped, reachable w/out moving furniture) Pictures & knick-knacks (hand wiped)
Uncluttered shelves (hand wiped)
Furniture (polished, fronts, sides, legs)
Top of refrigerator (hand washed or wiped)
Outside of appliances cleaned / inside microwave
Stovetop, grates or drip pans scrubbed
All Cabinet fronts (hand washed or wiped)
cabinets (hand washed or wiped)

All Doors and door frames (hand washed or wiped) Light switch plates (hand washed)
Counter tops & backsplashes (hand washed)
All sinks (scrubbed/disinfected)

Mirrors (cleaned)
Tub/shower & tiles (double scrubbed for build up) All bathroom counters & fixtures (sanitized) Wastebaskets (emptied/relined)
Beds made, 1 set of sheets changed
Stairs (vacuumed)
Floors (vacuumed &/or mopped)

* We do not climb higher than a 2-step ladder. Higher items will only be dusted w/ an extension duster we cannot move furniture, but we will try to reach any visible places either by hand or with an extension duster. Most homes have at least one chandelier or vaulted ceiling fan that we cannot reach by hand.

* Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely.

*MOVING OUT CLEANING

IMPORTANT
*PROPERTY MUST BE EMPTY

MOVING IN/OUT

Includes list items (shown below) cleaned by hand with a detailed emphasis and focus on build up, plus the following:

Ceiling fan

Cobwebs removed
Blinds (wiped )
window ledges (wiped) Baseboards (hand wiped) Top of refrigerator ( wiped) Inside microwave

Clean appliance exterior
Stovetop, grates or drip pans scrubbed
All Cabinet fronts (hand washed or wiped)
All cabinets inside (hand washed or wiped)
All Doors and door frames (hand washed or wiped) Light switch plates (hand washed)
Counter tops & backsplashes (hand washed)
All sinks (scrubbed/disinfected)
Mirrors (cleaned)
Tub/shower & tiles
All bathroom counters & fixtures (sanitized)
Stairs (vacuumed)
Floors (vacuumed &/or mopped)
Sweep out garage

*ADD ON*
*CLEAN OVEN INTERIOR (EXTRA)

*CLEAN REFRIGERATOR INTERIOR (EXTRA)

Always Included

• Professionally trained cleaners

• All supplies and tools (Vacuums, Mops, etc.)

• Pet Friendly

• 100% Satisfaction Guarantee

• Each cleaning is unique. The lists below are a guide of what we do during the specified cleaning.

Cleaning Services Explained

*Deep Cleaning: For those who want their home cleaned top to bottom. Best for first time customers!

*Regular Cleaning: For those who have used our service and need professional cleaning service!

Great for busy families with kids who are always on the run.

*MOVING IN/OUT CLEANING
For those who are moving in or out **property must to be empty EXCLUSIONS

Is there anything that we won’t clean? Because it requires specialized equipment, licensing, training, or all of the above we do not provide window cleaning, carpet cleaning, biohazards including body fluids or animal waste, and the top tier of a bunk bed. We also do not clean anything that cannot be reached with our 2-step stool and a 6-foot extension duster. Undermount sinks will be cleaned but will not be guaranteed if they collapse. Dishes and laundry fall.