CANCELLATION AND RESCHEDULING
Any questions, concerns or adjustments regarding your account and/or cleaning must be directed to the office.
If our cleaning technicians are unable to immediately access the property, we will notify you via phone call, text and/or email. If we do not receive a response from you within 30 minutes, your appointment is considered cancelled (with no notice) and the cancellation fee will be exercised.
If you need to cancel or reschedule your appointment, please send a text 424.426.2112 and/or email , 24 hours prior to the booked date and time during our business hours Monday - Friday 9:00 AM - 5:00 PM and Saturday 9:00 AM - 2:00 PM PST to avoid our $98.00 cancellation fee.
If you contact us outside of our normal business hours (5:01 PM - 8:59 AM PST and Sunday), we will do our best to respond to you, however, in the event we do not, voicemail, text messages and emails will be addressed during our usual office hours of 9:00 AM - 5:00 PM Monday thru Friday and 9:00 AM - 2:00 PM Saturday (PST). A cancellation/rescheduling fee will be applied if you cancel after office hours and it is less than 24 hours prior to your scheduled cleaning.
CANCELLING RECURRING APPOINTMENTS
If an appointment is canceled or skipped with little [less than 24 hours of your appointment] or no notice, the cancellation fee will be applied and your next rate may adjust to the next frequency rate. If you have not been serviced by us after a month’s time, the initial/intermittent cleaning rate will be applied.
RESCHEDULING RECURRING APPOINTMENTS
Appointments must be rescheduled within the same week of your designated cleaning day to maintain the rate.
We currently do not require a deposit to book your appointment, but we request you to input your credit card information through a secured platform in order to hold your appointment.
We accept the following methods of payment:
Check (checks made payable to Citrus Fresh Housekeeping)
Credit and Debit Cards; processed with a 5% transaction fee
Venmo (requests will be made from @citrus-fresh)
Parking costs may be included in your cleaning total.
Gratuity is not included. If you would like to provide a tip to your cleaning technicians, please let us know so that we can separate it from your charge.
When a cleaning service is completed the payment is due within 24 hours of service completion or payment request.
Unpaid cleanings are considered a violation of our payment policy. If cleanings are not paid after 24 hours of the completed service or payment request, Citrus Fresh Housekeeping will charge the credit card on file or begin adding a 1% interest fee for each day after the 24 hour time frame. All outstanding payments (past 24 hours of payment request or service completion) may be recorded on your account.
Receipts are automatically sent once an invoice is paid and are also available upon request.
If you would like a copy of your statement, please email
ESTIMATES AND SCHEDULING
We are based on an hourly rate instead of a flat rate because every location is different.
We do our best to provide you with an accurate estimate to complete your cleaning based off of the information given to us. The size and condition of the property affects the amount of time needed to complete the service. We may request photos of the areas if we are unable to schedule an assessment.
During your visit, if additional time is required, we will contact you via text, call and/or email to request for your approval to continue. Time will only be added in increments of 30 minutes (at the same rate).
FOR RECURRING SERVICES
You will usually have the same cleaning technicians, however, if you reschedule your appointment or your technicians are unavailable (due to illness, vacation, emergencies, etc) a different cleaning team may be assigned.
Upon scheduling, we allow ample time for our cleaning technicians to commute between locations, however, they may not arrive at the exact scheduled time due to circumstances such as heavy traffic and parking or vehicle issues.
We do our best to accommodate varying needs between each client to ensure the quality of our services so the start time may also be affected if the previous client needs additional time to complete the cleaning.
If we receive a cancellation for a project prior to your appointment, we may contact you to begin your cleaning sooner.
We kindly ask that you please allow a 30-60 minute gap for your cleaning technicians to arrive.
We adhere to high standards of the quality and type of service we provide and we understand that each client’s expectations differ from one another. We recommend having an individual present for the initial and final walk-through to ensure 100% satisfaction.
If in the event that you are unable to be present at the end of the cleaning and find an area to be unsatisfactory, please notify us within 24 hours of your cleaning and allow us to reclean the area free of charge.
We may not be able to completely recover areas affected by (but not limited to) rust, heavy smudges, and paint stains.
LIMITATION OF LIABILITY
Citrus Fresh Housekeeping is mindful to take the best of care while cleaning your home and/or office. Please be aware that we are not liable for any damages or loss during the cleaning process.
All items of sentimental value that are irreplaceable such as (but are not limited to) collectors items, trophies, discontinued patterns, family heirlooms, unique/rare items and high cost crystal/china/ceramic, must be disclosed to Citrus Fresh Housekeeping via email. Citrus Fresh Housekeeping will not be liable for items not listed and disclosed to us.
Citrus Fresh Housekeeping will not be held liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that have not been properly secured such as wall decor, mirrors, window treatments, wall coverings, lack of furniture glides (for wood floors) and scratch covers to the feet of furniture decor, cabinet mounted appliances, and any household accessories.
We will not accept liability for damages directly or indirectly caused by non standard company products and equipment that you or your proxy request to be used. Citrus Fresh Housekeeping will not be liable for damage that is not reported within 24 hours of your last cleaning.
Citrus Fresh Housekeeping will only consider liability for the repair or replacement cost of replaceable damaged or broken items. If an item is part of a set, only the cost of the individual item will be considered.
Citrus Fresh Housekeeping offers electronic gift certificates. Our certificates cannot be reloaded, resold, or transferred, are non-refundable and hold no cash value.
The minimum amount to purchase is the hourly rate for 2 cleaners. The recommended amount for purchase is three hours.
Our gift certificates can not be combined with promotional offers and other restrictions may apply.
Citrus Fresh Housekeeping gift certificates do not expire and may be redeemed at any time for a scheduled appointment for residential and commercial cleaning only. Our certificates can not be used to purchase other gift certificates. Utilizing our gift certificate guarantees the amount that is not to be charged. If additional time is requested or required to complete your cleaning, you as the recipient, are responsible for paying the difference with the method of payment indicated in your signed e-agreement.