Terms Of Service

The Basics

• Office Hours: Our office hours are Monday through Friday from 9 am to 5 pm. You can reach us by phone, text, email, and Facebook message during this time. Contacting us repeatedly outside of office hours may make you ineligible for future services, see Professionalism for details.

• Professionalism: We promise to speak to our clients with compassion, kindness, and an inside voice; we promise to use your pronouns and name correctly; to respect your time at work and with family; and to resolve any issues you may have with civility and within the confines of this Service Agreement. We only work with clients who are dedicated to doing the same. There is a difference between feedback and abuse: if a client abuses our team members, the team member is allowed to hang up the phone or to pack up and leave. Abusive behavior towards a team member will result in immediate termination of our business relationship, a full charge for the scheduled work, and blacklist of the client.

• Scope of Work: The Scope of Work for your clean is listed in your signed quote and on your invoice, which you may review at any time through your client portal. We only guarantee work we have completed: areas and tasks not listed are not covered in our satisfaction or security deposit guarantees.

• Equipment and Supplies: We provide all necessary equipment and supplies. OSHA requirements prevent us from using your chemicals. We only use company-provided and maintained vacuums: OSHA requires electrical equipment to be properly repaired and maintained at all times. Thanks for protecting our workforce, OSHA!

• Chemical Safety: We promise to use chemicals that are safe for your family and appropriate for each surface. If you pretreat a surface with any chemical, we will stop cleaning immediately and send the team home. You will be charged full price for the visit. You will also be blacklisted from the company: this can cause life-threatening injuries to our team members and we do not take it lightly.

• Change Orders: We are happy to provide additional services to meet your changing needs. Requests need to be made in writing to goodwitchcleaning@gmail.com at least 72 hours in advance. Additional fees may apply. Only the office may approve change orders: team members will not be able to honor special requests on the day of service.

• Safety: Safety is a top priority. We will not work on a job site that poses a threat to our team members' safety. If we notice something unsafe, we will notify you right away. Unsafe work environments may be subject to a loss of deposit, rescheduling, or cancellation. Unsafe conditions include: pest infestation, the presence of mouse droppings, the presence of biological contaminants (feces, urine, sewage backup, blood, other bodily fluids), electrical hazards, trip and fall hazards, and others per OSHA standards. We can address and mitigate any known risks during your consultation. If you fail to disclose a known safety risk, we will stop cleaning immediately and send the team home. You will be charged full price for the visit. You will also be blacklisted from the company: this can cause life-threatening injuries to our team members and we do not take it lightly.

• Utilities: All utilities must be turned on for all cleans. This means electricity, running water, climate control, and a running water heater. If we arrive and do not have access to one or more of those utilities, we will not proceed with the clean and you will forfeit your deposit.

Scheduling Policies

• Arrival Time: We promise to arrive at your scheduled time. If a crew is running late or early, we will call or text. If you are planning to let us in and your arrival time needs to change, please do the same.

• Entry: We cannot clean your home without having access to it. You can arrange entry multiple ways.

  1. You can issue a key to our office.

  2. You can issue a garage door code or door code to our office.

  3. You can meet the crew there.

  4. You can leave the front door unlocked.

  If we arrive and the house is inaccessible, we will wait 15 minutes for entry and no longer. Lockout after 15 minutes is governed under our Lockout policy.

• Cancellation Policy: We understand that you may have to cancel due to family emergencies, vacations, and other household needs. No fee will be levied against a cancellation received in writing 24 hours in advance. Report cancellations to goodwitchcleaning@gmail.com. For day-of cancellations, see our Lockout policy.

• Inclement Weather: We promise to honor appointments as often as it is safe to do so. In extreme weather conditions, the company or the client are welcome to cancel without penalty.

• Lockout: If we arrive at your home and are unable to gain entry, we will call you right away. Our teams are instructed to spend 15 minutes trying to resolve the lockout. If the lockout cannot be resolved within 15 minutes, you will be charged a lockout fee of 50% of the total job.

• Rescheduling: If you need to cancel an appointment and would like to see us later in the week, please let us know 24 hours in advance. We will do everything we can to accommodate your schedule, but we cannot promise to honor the reschedule: we are trying to balance the needs of many clients and employees.

• Holidays: We are closed on Thanksgiving Day and Christmas Day. If your cleaning lands on one of these days, we will coordinate with you ahead of time and do our best to move you to earlier in the week. If we are unable to accommodate you with a mutually beneficial appointment, we will cancel your appointment without a fee.

• Weekend Work: Good Witch Cleaning Services, LLC is closed on weekends. Crews may volunteer for work on weekends if that is the only time that you are able to arrange for your visit. A fee of $25 per employee will apply to weekend jobs as a guaranteed gratuity to each team member who volunteers to give up their family time to help you. Only the General Manager may determine how many team members to assign to your jobsite.

People Policies

• Staffing: We work as bonded and insured solo Technicians. Some big jobs may require additional personnel: the Company reserves the right to add or subtract employees at their discretion.

• Subcontracting: We do not subcontract, but we do recommend! If you are looking for specialty services like carpet cleaning, upholstery cleaning, HVAC cleaning, or other services, please don’t hesitate to ask. We will be happy to assist you.

• Same Day, Same Time, Same Tech: We promise to schedule you for the same day and time, with the same crew for recurring cleans. Exceptions occur when a team member is out sick, on vacation, or otherwise being an actual human with a family: if a team member is absent, a substitute will be sent. Exceptions may also occur if either you or we need to reschedule an appointment, as your regular team may not be available for the requested day.

Financial Policies

• Transparency in Pricing: Your service agreement clearly describes your customized scope of work and pricing. Your signed estimate and signed quote will remain available in your unique and secured customer portal. We will only schedule work you have approved in writing: we will not schedule or complete additional work without your approval.

• Failure to Pay: Payment is due at the time of service. By signing the quote, you acknowledge that you will pay for services provided at the time that they are provided and at the rate that we have quoted. You further agree to have the card on file charged at the end of the clean for any balance remaining after the deposit. Unpaid debts will accrue a $15 a day late fee for each day it is overdue. We are entitled to reasonable collection fees, attorney fees, and other expenses incurred to collect all charges on your account.

• Payment Terms (move out & one-time cleans): We require a non-refundable 50% deposit to hold your appointment. We will not hold an appointment for a client who has not paid the deposit. Payment is due at the time of service. By signing the quote, you acknowledge that you will pay for services provided at the time that they are provided and at the rate that we have quoted, and you agree to have the card on file charged at the end of the clean for any balance remaining after the deposit.

• Payment Terms (recurring): Your first appointment will charged twice: the first charge is your 50% deposit, which comes before your cleaning appointment and guarantees your spot on our schedule. The second charge comes after your cleaning appointment for the remaining balance. Payment is due at the time of service. By signing the quote, you acknowledge that you will pay for services provided at the time that they are provided and at the rate that we have quoted, and you agree to have the card on file charged at the end of the clean for any balance due.

• Acceptable Payments: We accept credit/debit transactions and ACH only. We will not accept cash, checks, or peer-to-peer payment apps (Venmo, Cashapp, etc).

• Tips: Our team members have access to a living wage. Tipping is not required but it is always appreciated. You can leave a cash tip or add a tip to your credit card transaction for each clean. We also appreciate nontraditional tips, for example, gardeners have tipped us in vegetables and bakers have tipped us in cookies.

Before The Clean

• Alarms: On the day of service, please remember to disarm your security system. We are not responsible for false alarm fines or fees if a system is left armed.

• Utilities: Please ensure that all utilities are on. We need hot water, climate control, and electricity in order to be successful. If we arrive and do not have access to full utilities, you will be charged a lockout fee. See Lockout under "Scheduling” for details.

• Climate Control: We are not landscapers and did not sign up to work in the elements. Please keep indoor temperatures between 65 and 75 degrees. If we arrive and find conditions outside of this range, we will not complete work in those areas.

• Trash Removal (move outs): Except when trash removal was already quoted during the consultation, we expect the home to be empty, including being free of trash and personal property. Trash removal can be provided for a fee. When you notify us with 72 hours’ notice or during the consultation: it is $200 per van load for off-site trash removal and $65 per billable hour for on-site trash removal with a two hour minimum. With less than 72 hours’ notice, prices double as resources and manpower become more limited and therefore more costly.

• Maid Traps: Maid Traps are defined as items left out to test the quality of a professional house cleaner's work. Coins, pencils, and other items are left around the home to test and see if the technician is cleaning hard-to-reach areas. We do not tolerate maid traps, as they can damage our equipment, resulting in costly repairs, and because they create a hostile work environment for our valued team members. Please do not leave maid traps. If we find maid traps in a home, we will discontinue services and blacklist the client responsible.

• Prohibited Items: Please do not subject our vacuums to bb’s, Legos, paperclips, hair elastics, glitter, thumb tacks, jewelry, puzzle pieces, or beads. Customer will be liable for damage to our equipment from these items and your Technician may decide to skip cleaning an area where these items are present.

  During The Clean

• Clutter: In areas that are lightly decorated, we will move items to dust. We will not move items that you have listed as being very fragile, or having particular monetary or sentimental value during your free, in-home consultation. In heavily cluttered areas, we will dust around your items. The Technician assigned to you is the only one permitted to determine which areas are lightly decorated vs. heavily cluttered. Your Technician can counsel you on making an area more accessible. We also have a professional organizer in our network who can assist you for a fee, so please don’t hesitate to ask for help.

• Accessibility: The Technician assigned to you is the only one permitted to determine if an object or area is accessible. Commonly inaccessible items include: a light fixture in a stairwell that cannot be safely reached, a small window above a king-sized bed that would require standing on your bed, a bay window full of indoor plants, or the top panes of a Palladian arched window.

• Pets: We love your pets as long as your pets love us: friendly animals may be unconfined while we clean, while reactive animals should be put away during our cleaning appointment. We will secure friendly pets in an area of your choice at the end of our clean to mop without leaving pawprints and to vacate the property without a pet trying to go on a solo adventure. Clients are responsible for providing a safe place to secure pets who are present. We are not responsible for any damages your pet causes to your home. We do not clean litter boxes, pet vomit, or feces. See Safety for more details.

• Plants: We understand that you have your own care routine and we will not water your plants. We will move them carefully to dust around them, unless we make other arrangements during the first-visit meeting. Seriously, though: none of us have green thumbs.

• Children / Elderly/ Feral Husbands: We are not licensed caretakers. We will not take care of humans while we are present in your home. If family members make a mess in an area that we have just cleaned, we will not reclean the same area for free.

• Moving Items: During your clean, we may move items to access the surface we need to clean. We will only move items smaller in size and weight than the average kitchen trash can (no more than 20 lbs and/or no more than 4 cubic feet). We will place personal items on the nearest bed or sofa. We will move small appliances in the kitchen and personal items in the bathroom to clean behind and then place them where they were. We will not move or stand on furniture to access surfaces: surfaces that require this will be skipped for inaccessibility. We will not move items that seem very fragile, or have excessive monetary or sentimental value, at the Technician’s discretion. We do not move gas appliances. If you’d like us to get behind furniture, you may move items yourself before the clean, but not while we are there: this would increase the risk of injury and interrupts our workflow.

• Client Presence: We prefer to clean alone. It's not you, it's us- and flu season. And the fact that cleaning while your family is home is like trying to brush your teeth while eating red velvet cupcakes. Our preference is that you are not home while we clean. We also understand that you might not be able to make other arrangements on where to go. If you are home when we are home, please be in another area at least 6 feet away while we are cleaning and please don't judge our singing voices. If a member of your household make a mess in an area that we have just cleaned, we will not reclean that area for free. Looking at you, husbands.

• Walkthrough: If you are home, your Technician will conduct a walkthrough with you at the end of your service. If there are any deficiencies in our work, please let us know at that time. We will be happy to fix anything that doesn't spark joy. In fact, the best time to fix a mistake is while we and our equipment are already there! This walkthrough does not affect your Satisfaction or Security Deposit Guarantee, but can be an important tool for us to learn about your preferences and needs.

After The Clean

• Theft Policy: If an allegation of theft should occur, we will take this matter seriously. We will immediately report the allegation to the County Sheriff’s Department in your area. We will cooperate in every way with law enforcement. We will take no further steps to resolve the issue until their official investigation is completed.

• Breakage Policy: We make every effort not to break or damage personal items. During the first-visit meeting, we ask if there are items of particular sentimental or monetary value that you would like us not to handle: any items listed will not be touched. Unfortunately, mistakes still happen. If we damage one of your items, we will let you know as soon as the breakage occurs. We will replace items to a status of “like kind and quality." We incentivize our team members to notify the office of breakage: we will not entertain breakage complaints after the clean.

• 24 Hour Satisfaction Guarantee: Our 24 Hour Satisfaction Guarantee covers recurring cleanings and one-time cleanings conducted for the owner or lessee of a property: if you are a tenant moving out, please see Security Deposit Guarantee. If any part of your clean is deficient, please let us know within 24 hours of the appointment time. A deficiency is defined as an area cleaned in the original scope of work. Please review our Scope of Work policy for details.

  • Activating the Guarantee: To activate your guarantee, contact the office in writing at goodwithcleaning@gmail.com. A complaint made in this timeframe and this manner will be resolved by a sending a crew back out to remedy only those areas mentioned at no cost. We do not process complaints made outside of the 24-hour window. We do not offer discounted or free services.

• Security Deposit Guarantee: Move Out Cleaning Services performed for tenants come with our exclusive Security Deposit Guarantee. This Guarantee covers re-cleaning charges listed on an itemized invoice, provided by your landlord. We must receive a copy of your itemized invoice showing a charge for re-cleaning. If you need help extracting this from your landlord, please reach out to us for assistance. This Guarantee does not cover charges for maintenance, painting, lost keys, or other damages for which we are not responsible. We do not provide the Security Deposit Guarantee for properties managed by the following agencies: Mathis Leuker, HRC Apartments and Townhomes, I-70 Rentals, or Junghan’s Agency. Security Deposit Guarantee is voided if you continue to stay in the home until turnover to the property manager or buyer.

  • Activating the Guarantee: To activate your guarantee, contact the office in writing at goodwithcleaning@gmail.com with a copy of the invoice that shows a line item for re-cleaning and provide us with your updated address so we can mail you a check.