Client Agreement

White Sheep Cleaning client policies and rules

Access to your home: We must assess a 100% fee when you fail to leave access to your home on the day of service. We will always do our best to accommodate our clients using our abilities and if possible rearrange the schedule making it feasible to access your home.

The Setting: The ideal cleaning situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so our Team can work uninterrupted. Please try to schedule your cleaning day when there will be fewer people at home.

Pets: We love them! But please secure any pet that may be a threat. It’s preferable to keep the fluffies inside a room or a cage so as not to cause any inconvenience. Also, we do not clean up after sick pets or pet accidents (for example, potty and pee).

Getting ready for the cleaning:

1. We can take care of a couple of dishes. More dishes are considered as an extra service.
2. Don’t clean before we arrive, but please “pick up” as much as possible (toys, clothes, etc). This will allow us to focus more on detail and quality for you.
3. If sheets need to be changed please put the new set on the bed (1 bed is included in the price).

Cancellation policy. We block out time slots on the cleaner’s schedule for your cleaning, so please give us at least 24 hours notice for any changes. If 24 hours notice or less has been given, or we cannot access your home due to a lockout, it will be necessary for us to charge the cancellation fee $50.

Payment. Payment is due at the time of service. Tipping is greatly appreciated but not required. We accept cash, check, Venmo, and Zelle. Also, we accept credit cards with a 3% card processing fee.

Changes from Original Quote. We offer an upfront price estimate before we even enter your home, based on what you tell us about the size of your home and the cleaning service selected. We reserve the right to change the quoted pricing, including any applicable discounts if the actual size or circumstances of your home are not as described, or if the booking options selected are inappropriate.

About Our Flat Rate Services. Any quotes without hourly rates are flat rates, meaning that there are no restrictions or additional fees based on time.

Satisfaction guarantee. If you are not satisfied with the cleaning you can let us know within 24 hours of your cleaning and we’ll reclean the missed areas for free.

Quality Control. Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. Human nature sometimes prevails if not confronted, and that’s our job. We will correct or address any issue we are made aware of. Our employees take great pride in the work they do and also want to be informed when you are disappointed with a service.

To ensure quality control by the lead manager and resolve any potential disputes regarding the cleaning service, the cleaner may take technical photos of specific areas of your home.

Please note: we do not photograph areas with personal photos, documents, computers, or other personal belongings that should not be captured. We also avoid photographing any distinctive interior features that could allow third parties to recognize your home.

Employee safety. Our cleaning technicians are the heart of our business and their safety is extremely important to us. The areas to be cleaned must be accessible without excess clutter or hazardous conditions. Indoor temperatures must also be appropriate for them to work safely. For this reason, be aware that in warm weather, our technicians may set the air conditioning down to 75 degrees Fahrenheit while working in your home; they will reset it to your preferred setting before they leave.

Referrals. Receive bonuses and discounts when you refer us! We love referrals and appreciate it when you tell friends and neighbors about our service. You and your referral will receive $25 off one cleaning (for every referral you send us that becomes a client). Thank you for your confidence in us!

Skipping a cleaning. If you are a Recurring Cleaning customer and you need to completely skip a cleaning, please let us know as soon as possible.

Please note that White Sheep Cleaning offers discounted pricing for Recurring Cleanings so that we can keep your home consistently clean and provide our cleaning technicians with a predictable work schedule and stable income. 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 skip a Recurring Cleaning without notifying us at least 24 hours in advance, you will be charged a $50 Skip Fee on the catch-up cleaning. If you skip two cleanings in a row without notifying us at least 24 hours in advance, you will be charged the full, non-discounted price for the catch-up cleaning.

Please note skipping your cleaning will increase the fee to the next pricing tier due to the time between appointments. (Ex: A biweekly skip will be assessed the next cleaning at the monthly rate since the time between cleanings is 4 weeks rather than 2 weeks).

Breakage:

We hate it when it does and do our best to prevent it! The following are critical communication regarding our breakage policies:

• Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen (pictures not hung securely, top-heavy items with unstable bases, wobbly, 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).
• Please move expensive figurines or glassware to a location we do not clean, or have us skip that area completely if you do not wish to accept the risk.
• In some cases 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. Please save the broken item for our inspection. Breakage must be reported within 24 hours of discovery.

Services We Do Not Offer:

We specialize in cleaning your home effectively and efficiently and we offer a wide array of cleaning services to suit many different needs. However, we do not offer:

• Shopping or errands outside the home.
• Cleaning behind glass or solid doors on shelving units or furniture.
• Washing exterior windows or washing any interior windows that cannot easily be reached with a two-step ladder.
• Cleaning anything more than six feet above the ground. Due to insurance restrictions, our cleaning technicians may not use any ladder higher than a two-step ladder. Ceiling fans will be cleaned with a duster or brush if technicians can reach the blades by using a two-step ladder.
• Heavy lifting. Due to insurance restrictions, our cleaning technicians may not lift anything weighing more than 30 pounds.
• Cleaning in areas that are difficult or unsafe to access.
• Cleaning of bodily fluids, pet waste, or other bio-hazards except for an ordinary level of bathroom cleaning.
• Cleaning heavily soiled areas or areas of disrepair, including rooms or homes with extreme dirt build-up, mold, mildew, peeling paint, or other unsafe conditions.
• Cleaning extremely cluttered rooms or homes. Our cleaning technicians must be able to move freely and safely through your home with their tools and supplies.
• Cleaning inside dishwashers, washing machines, and dryers.

Our policies are designed to help minimize risks and clarify expectations. Please do not hesitate to contact us at (312)-680-2245, if you have any questions about our policies.