Cleaning Terms

HOW OUR RATES ARE CALCULATED

Welmar Cleaning rates are calculated based on the information we provided during our visit for the estimate and the customer’s needs. We consider the household and client’s preferences more than the size of the house.

TIPPING:

Gratuity is not required but always appreciated for a well-done job. If you are happy with your cleaning and choose to leave a tip, please leave it at your home on cleaning day (separately from cleaning payments). We also offer the convenience of doing this through credit card or our Zelle and ApplePay accounts. Email us if you would like more information at contact@welmarcleaning.com. Or text to (407)227-1883.

HEALTH AND SAFETY:

Due to health and safety reasons, we cannot clean up mold, human pests (flea and rodent infestations, etc.), or pet waste and bodily fluids. If we come into a home that requires this type of cleaning, we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue.

If there is excessive mold or stains in tile grout, we suggest having the grout professionally re-grouted and sealed. 

We do not climb ladders of any size. We use extension poles for higher items that need dusting and cob webbing.

Cleaning Techs are required to wear closed-toed, non-skid shoes while cleaning. We are not able to provide service for “shoes off” households.

To ensure the best quality of service, best rates, and safety of our staff, Welmar Commercial Services, LLC. Uses only Company supplies and equipment unless you have something particular; in this case, let us know upfront and leave the products where we can see them.

3 STRIKE POLICY

We understand that life happens. Things come up that you may not be able to plan for. For this reason, we have established a policy that allows for some wiggle room.

We require two business days’ notice to cancel an appointment without penalty. Otherwise, there will be a 30% cancelation fee. We are very open communicators, so please, if any last-minute situation occurs, call us so we can rearrange your day/time without penalty. 

If you do not give us this notification three times, the service will be suspended.

This also applies to LOCKOUTS, meaning we cannot access your home on the scheduled day.

Schedules are always confirmed via email/text before the initial service is started. Please add the cleaning schedule to your calendar, as we cannot give courtesy reminder calls each time, even though we try to.

ARRIVAL TIME

Cleaning service occurs between 8 am- 5 pm on your regularly scheduled day. We usually give a window time for ETA and text the client when we are on our way.

CLEANING TECHS

There will generally be 2 – 4 Cleaning Techs assigned to the homes, depending on their size or the schedule we have on the day. Our main goal is to keep the same Cleaning Techs each visit; AT LEAST THE TEAM LEADER WILL REMAIN THE SAME. However, you must understand that keeping the same crew is not always possible. Although we will never put someone to work in your house that you are not comfortable with,

ARRIVAL DAY

Welmar Cleaning makes every effort to consistently schedule a predetermined set day that we arrive for each cleaning. If, for any reason, we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.

ACCESS TO YOUR HOME

We will discuss arrangements to access your home before your first service. Clients generally provide a copy of the house key or the garage/door code for the company, which alleviates the need for the clients to remember to leave out a hide-a-key or wait around to let us in each visit (which also avoids lockout charges).

PAYMENT

WE OFFER A CASH-FREE PAYMENT- Pay securely online only when the cleaning is complete.

 Once the service is complete, you can make payments through CREDIT CARD, our Zelle, or ApplePay accounts. If needed, please ask us how.

GETTING READY FOR THE CLEANING

Don’t “clean” before we arrive, but do “pick up” as much as possible in areas you want us to clean. This will allow us to focus more on detail and quality for you. We will not clean heavily cluttered areas (shelving, countertops, etc.) to avoid possible breakage. Also, we always keep our techs away from the Legos and collectible items on shelves/areas. Those objects are out of the limit.

THE SETTING

IF IT IS POSSIBLE, we request that the house be unoccupied during cleaning. This way, we can be efficient and give the best rate possible. Though we understand this may not always be possible, especially now that we have so many home office clients, we would kindly ask, in that case, that at least you leave the rooms open so the girls have access or let them know when they can clean it.

For example, if a client has a home office and is on conference calls, we would need to arrange our cleaning visits around that since we wouldn’t be able to run the vacuum cleaner during that time.

Or if there is a little one at home, we would want to arrange cleaning time around nap times, etc. However, you must consider that we have a schedule to follow and a cleaning system that we follow. 

PETS

We love them! But please secure any pet that may be a threat. Also, we DO NOT clean up after sick pets or pet accidents.

BREAKAGE

It’s bound to happen sometimes. We do our best to prevent it, and effective communication is essential.

1. Sometimes, breakage occurs when there are “boobytraps.” Those are accidents waiting to happen. We often handle things that aren’t usually touched (pictures not hung securely (e.g., thumbtacks), top-heavy items with unstable bases, and unsafe, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “booby traps.” Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves).
2. We will pay up to $100 per breakage item when the value is verifiable. If the damage is over $100, a Liability Insurance Claim and Investigation must be opened through our insurance carrier.
3. Sometimes, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. WE ALWAYS REPORT TO THE CLIENTS OF ANY BROKEN ITEM IN THEIR HOUSE. WE NEVER HIDE ANY PROBLEM CONCERN TO BREAKAGE.

As the owners of Welmar Commercial Services, LLC, we take responsibility for our employees and their actions. Our policies are designed to help minimize risks. We will personally review any unresolved incident to ensure the fairest resolution possible. You are our valued customer, and we wish to resolve each incident to your satisfaction.

To ensure the best quality of service and rates, Welmar Commercial Services, LLC uses only the company’s supplies and equipment unless you need something very specific/unique for your home. 

Please do not hesitate to call us for further clarification on our policies. We clean all homes with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved. I appreciate your confidence in allowing us to handle life’s most expensive possession – your home.