Customer Guidelines

BA House Cleaning Customer Guidelines

For a great experience here is what you need to know

How to prepare for your cleaning?  For us to provide you the best clean possible, we ask that you pick up any clothing, household items or toys. 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 keep your personal items.

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

*there will be an additional charge for homes without running water and/or electricity. 

Someone must be present at the end of the cleaning to do a final walk through and finalize payment. All move out cleanings are to be paid in cash upon completion. 

Technology:

BA House Cleaning  utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email three days prior to service as well as a reminder text and email the day before. You do have the option to opt-out of these. Please note that the BA House Cleaning  phone number is an office landline and unable to accept texts. You will also receive a follow-up survey via email after cleaning.

Entry to Home, Keys and Alarm Systems: 

We offer two entry options to choose from:

  1. The client may opt to be home to allow access to their home the day of the service.
    The client will please prepare for the cleaner to arrive. If no one is home or our cleaners are turned away for any reason, the client will be charged half the service price for that day.

  2. The client provides a code to gain access to the home. In the event the code given is incorrect and cleaners cannot gain access to the home, the client is responsible for the lockout, and a cancellation fee of half the price of that day’s service will be charged to the client’s credit card on file.

NOTE: In the event the client chooses to leave a door unlocked or to place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, BA House Cleaning  will not be held liable for any theft or damages to the client’s home.

Security Alarms: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.

Cleaning Supplies: We provide  all of the cleaning products and equipment needed to clean your home. 

  • Cleaning supplies and Equipment: BA House Cleaning  provides all cleaning products and all equipment required for cleaning your home. We do highly recommend clients to provide their own vacuum cleaner, but its not required.  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. Our cleaning technicians are not allowed to climb past the second step of a step stool. If you would like us to use specialty products or equipment, please email us at cs@bahousecleaning.com with product details for MSDS review and approval.  We are not responsible for ANY damage caused by cleaning products or equipment provided by the customer. We also cannot honor the clean guarantee if we use the client’s cleaning products or equipment. 

Employees: All of our employees go through our training program so that they can learn BA House Cleaning cleaning standards. For your protection, all of our employees undergo a background check, drug screening, and reference check prior to their training. All employees are covered under our worker’s compensation policy, liability insurance and bond.

Arrival Window: If you would like to be present for your cleaner, please understand that we have a 1-hour window of arrival. For example; if you are booked at 10:00 am, your cleaning crew will arrive between 10:00 am-11:00 am. Many things can affect our schedules, such as cancellations, lockouts, a cleaning taking longer than expected, etc. If we are running behind or ahead of schedule, our office will call or text you with an updated time of arrival.

Cleaning 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 or prioritize your cleaning. 

Things our cleaners do not clean: 

  • Bodily fluids, blood, urine or feces. We are not trained or certified to clean these types of materials. 

  • 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. 

  • Chandeliers

  • Remove paint

  • Clean animal waste

  • Move or lift items weighing over 20lbs

  • Empty diaper pails 

  • Maintain or water plants

Rescheduling: All reschedule requests must be made using our online Reschedule Request Form. For Recurring Cleanings, please note that Dirt Busters offers discounted pricing for cleanings scheduled on a regular basis. While we understand that it may be necessary to reschedule an appointment, the longer we go between cleanings, the more work our technicians will have to do to restore your home to the appropriate condition. If you reschedule a Recurring Cleaning for more than 7 days from the original date, there will be a $50 fee to cover the additional work. If two cleanings are more than 6 weeks apart, you will be charged the full, non-discounted price for the catch-up cleaning.

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. If a check bounces, we will run the credit card on file for the amount on the check plus a $40 return check fee. 

  3. Payment is not left for cleaners at the time of our arrival

  4. Lock-Outs or Late Cancellation fees

When and how to pay? Payment is required at the time of service. You can pay by check, debit card, credit card, or cash, whichever is easiest for you. 

NOTE: All move out cleans require cash payment upon walkthrough and job completion with Credit Card on file as backup. 

Tipping: Tipping is never required, but it is a lovely way to tell your cleaner that you think they did a great job. If you would like to tip your cleaner, we suggest a range of 10 to 20% of the price of the cleaning. You can add this amount to your credit card either as a one-time or a recurring charge. Add a Tip Form. If you would prefer to give cash, we ask that you put it in a labeled envelope or otherwise clearly label it to make sure that our cleaning technicians know it is for them!

Late Changes & Cancellations: Because our cleaning technicians are scheduled in advance, late changes and cancellations are very disruptive. If you cancel or reschedule a service less than 48 hours before your originally scheduled date, we will charge a $100 late cancellation fee to help compensate the cleaning technicians for the loss of income. If your cleaning is scheduled for a Monday, we request notice of cancellation by 9 a.m. on the preceding Friday to avoid the fee.

Lock-Out Lockouts deprive our cleaning technicians of their income. If you do not contact us to cancel a cleaning and the technician arrives at your home at the scheduled time and cannot gain entry or is denied access, we will charge you a lockout fee of the full cost of the cleaning to compensate the cleaning technician for their lost time.

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

Clean Guarantee: We guarantee our work. Contact our office before 11am the day following your cleanings (11am Monday for Friday cleanings) and we will make every effort to correct the problem. I understand that BA House Cleaning does not refund any portion of a cleaning fee.

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 clean guarantee if a task was not completed to your satisfaction or was missed during our visit simply contact the office 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. If you discontinue service, then later reinstate services with BA House Cleaning, you may receive a new rate. 

  • When you are given a quote it is an estimated price to clean your home. If the condition of your home is worse than predicted, we have the right to either adjust the price or to refuse the service. 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.  

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. We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors.

*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 your clean, as we are not responsible for missing currency. 

Broken/Damaged Items: We train our staff to clean while minimizing the risk of breaking or damaging items in your home. However, these things do happen although it’s not common. 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: Our employees’ safety and wellbeing are very important to us, and we are determined to keep them safe. In an effort to prevent injuries, our 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 our 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.

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. 


Non-Solicitation of Employees:

All of our staff have signed a Non-Compete agreement with BA House Cleaning. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with BA House Cleaning or for 2 years following termination of contract, without written approval from BA House Cleaning and a possible placement fee of $2,500.00. You agree not to hire past or present staff of BA House Cleaning for a period of not less than 2 years from the date the staff member last worked for BA House Cleaning. A great deal of time and resources are put into hiring our staff and training them. In the event you feel you must hire a staff member of BA House Cleaning in spite of this agreement, then a $2,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis.


Quality Control: Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team leaves. They may call you at home or work. We believe that inspections and client contact is the best way to help in exceeding your expectations and improve our high standards. You may also benefit from a satisfaction survey. We appreciate your feedback.


Office Hours: Our office is open Monday through Friday 9:00am to 6:00pm. After hours and weekends, a voicemail can be left and we will return it on the next business day. If your cleaning is scheduled on a Saturday, our on call supervisor will be available to the team lead of the cleaning crew.


Our Guarantee: We want all of our clients to be absolutely delighted with the cleaning service! Report any concerns to our office at 510-788-0048 or to cs@bahousecleaning.com by 11am next business day. We will return and reclean the area(s) of concern at no charge. 

 

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