Policies and Guidelines

Thank you for selecting Virginia Housekeepers for your cleaning service. Please read over our policies and guidelines. We like to give all of our customer’s expectations up front and keep guidelines in place in order to deliver professional and dependable service. Please read over them and let us know if you have any questions or conflicts.

Late Payment Fee

If payment is not made on the day of service, an administrative fee of $25 will be added to the balance for each appointment that is not paid in full if we have to spend the time attempting to collect the balance due.  To clarify, the fee applies to anyone that we have to contact for missing a payment.  In the event you are unsure of how much to pay or feel as though there needs to be an adjustment, please do not hesitate to contact us to avoid the penalty of non-payment in a timely manner.

Cancellation Policy

Use this link to submit any changes to your appointment time or any changes to the appointment or notes/instructions to be added for the cleaners

https://virginiahousekeepers.com/appointment-change

Do you need to CANCEL your move-in/out cleaning, initial deep cleaning or first-time regular cleaning?

  • At least 48 business hours’ notice (excluding weekends) is required to avoid the cancellation fee. We must strictly adhere to this policy to prevent lost wages for ours cleaner and lost revenue for the company.  Without the proper notice, we will not be able to resell the open block of time which will result in lower wages and loss of revenue (billable time). 
  • If a cleaning appointment is canceled with less than 48 hours’ notice, a 50% fee will be charged/assessed based on the rate of your scheduled service.
  • Cancellation examples (which will still result in the 50% fee): 
    • Unable to gain access to enter home
    • No running water and/or electricity
    • Poor communication (did not read our policies or read our estimate in full) which includes ignoring email confirmations, email reminders and text messages
    • Movers were delayed or previous tenants did not vacate the property completely

For existing recurring clients: Do you need to SKIP a cleaning?

  • If you need to skip an appointment and your service is biweekly (every other week), then the next cleaning will revert to the monthly rate.  This policy is in place to compensate for any additional time that may be required as a result of skipping a scheduled cleaning.
  • If you need to skip an appointment and your service is every four weeks (monthly), the next appointment will revert to an hourly rate of $125/hour for a team of two cleaners.  This policy is in place to compensate for any additional time that may be required as a result.   In the event the cleaners are able to finish in the same time as your regular monthly average time to clean, we can waive the additional cost or reduce the cost accordingly (subject to review by management)

For existing recurring clients: Do you need to RESCHEDULE your cleaning?

  • Any schedule change that is within 48 hours from the time of your scheduled appointment will incur a $25 fee.  The $25 fee will be added to the total amount due for your cleaning.  This fee is in place as a result of a history/pattern of numerous schedule changes per customer.  If you have never requested a schedule change in the past, we can waive the fee for one instance per calendar year. 
  • Rescheduling your cleaning appointment does not change your recurring schedule (future appointments unless discussed otherwise). If one week, you reschedule your regularly scheduled Monday appointment to Friday, your next cleaning will still fall on your regularly scheduled Monday.
  • Some thoughts/ideas on how to avoid rescheduling an appointment:
    • You do not need to be home for us to clean.  We simply need a way to access the home which can be a hidden key, garage/door code, remote alarm/entry release or unlocked door.
    • If you are in a cash crunch, which does happen for some people, simply let us know versus forcing the change in the scheduled appointment.  We are more than happy to work with you and provide an option to pay later (without a fee) as long as there is open communication. 
    • In the event, someone in the home is not feeling well and is not contagious, simply have them stay in their room during the cleaning versus forcing the issue of rescheduling the cleaning when we could simply skip the room that is occupied.  As with any scenario, open communication is key to avoiding conflicts and fees.

Lock Out/Turned Away Fee

If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge 50% of the rate for your scheduled cleaning. However, we will make an attempt to contact you via your cell phone to offer you the opportunity to remedy the situation (up to 30 minutes).

Arrival Times

Customer, please note that we DO NOT give EXACT TIMES. The housekeepers will arrive as soon as they possibly can and will text you (or call you) if they are delayed for traffic or a run-over from another cleaning (by more than 30 minutes).  Please understand that we are cleaning homes prior to yours (cleaning times can fluctuate depending on the condition of the home) or unforeseen circumstances out of our control. We also have to consider travel time. Virginia Housekeepers will do our best to arrive by the specified time, but want to make the expectation is clear that we cannot be there at an EXACT time.

Payment policy

Our prices are non-negotiable after the time of quote. If there is a quality issue with the cleaning, the team can come back out to re-clean within 24 to 72 hours, but a discount off the cleaning is not an option unless given the opportunity to re-clean. Check or electronic payments are our preferred forms of payment. Credit cards can be used but will be assessed an administrative fee per charge of 3%. Electronic payments will be processed after the cleaning is complete with-in 24 hours. If you are paying with check or a credit card is still required to be on file to reserve your spot on the schedule and cover any cancellation or missed payments. If we receive the payment via check, then your card will not be processed. However, if payment is forgotten, the credit card on file will be charged. The credit card is also charged if any cancellation fees apply to your account. Our services are due upon receipt and no credit accounts are available.

100% Satisfaction Guarantee Policy

Virginia Housekeepers guarantees our work. If the job is not done according to what you were quoted, we will come out and correct the problem within 24 to 72 hours, at no extra charge. Please do not correct the issue without a Virginia Housekeepers staff member seeing it. Also, any issues notified later than 24 hours after the cleaning will be handled on the next scheduled cleaning and noted in the file.

Breakage/Damages

We are Bonded and Insured and do take responsibility for any breakage or damages that are caused by our housekeepers. Our housekeepers are honest and all breakage is reported immediately, and then relayed to the customer. Please note that normal wear and tear on your home is not considered breakage nor is it our responsibility (example: loose door knobs, crumbling grout or caulking, etc). Virginia Housekeepers also ask that items on the wall or other surfaces are secured properly and can handle the light pressure applied while dusting (example: poorly hung pictures, mirrors, etc). It is always best to take picture with your cell phone and submit it to us for review.

Communication with the Housekeeper directly versus the Office

It is very important for our customers to communicate with the office for any specific instructions on your home. We must know what is going on in the field and document it in our software system so that we can INSURE your request is fulfilled. Direct communication from customer to the housekeepers leaves out important details that we may need to know for billing purposes, in case of routine housekeeper absence, or to avoid miscommunication.

No Unfair Solicitation of Employees

At Virginia Housekeepers, we are proud of our wonderful employees and we put a lot of time, money, and effort into recruiting, hiring, and training only the best people. Sadly, some past clients have tried to take advantage of our hard work by trying to “poach” our employees. Please note that our employment contract prohibits employees from accepting private work for Virginia Housekeepers clients unless Virginia Housekeepers is compensated with a finder fee of $2,500. Please do not solicit our employees for side jobs or direct hire outside of this contract. Not only does this place our employee in an awkward situation, it is unfair to our small business. If you attempt to solicit an employee for private hire without paying the required finder fee, all future services will be immediately terminated.

Supplies and Equipment

We provide all cleaning supplies and equipment, but if you would like for us to use yours, we can. However, we are not liable for any damages that your supplies may cause to areas applied or damages to actual equipment. Our supplies are proven and tested, and more importantly, the housekeepers are trained on how to use the supplies that Virginia Housekeepers provides. If your equipment or supplies requires additional time to clean we may have to adjust your pricing.

Cleaning Area Restrictions

Unfortunately, our team leads drive small cars and do not carry ladders. If there is something on the list that we cannot reach with our equipment (we do carry small step stools), we will not be able to clean it. Generally speaking, we can clean up to 8 feet. No outside cleaning. We are not equipped or trained to clean outside areas. This includes porches, exterior window glass/screens, garages/sheds, etc. There are some exceptions but will need to be handled on a case-by-case basis.

Same Team Pledge

For our regular recurring customers (weekdays), Virginia Housekeepers will try to send the same team or at the very least one member of the team that has cleaned your home before.  However, there may be times in which there is an illness, vacation and a possible staffing change.  In such cases, we may have to send a different team and will attempt to contact you in advance to let you know (assuming it is not a last minute emergency/scenario).  

Quotes for One-time Services and Initial Deep Cleans

Set rate pricing on one-time cleanings is based on square footage and numerous other factors. The price you receive at the quote will be what you are charged. There are some cases in which homes that are EXTREME DIRTY (double the amount of time of a normal house its size). In these cases, Virginia Housekeepers reserves the right to call the customer (generally within the first hour) and adjust the quote accordingly. At that time, the customer and Virginia Housekeepers reserve the right to decline or accept the new price/rate.

Blinds

As with any residential cleaning service, blinds can break from time to time especially if they are more than a couple of years old as the strings tend to become brittle/weak from sun exposure.  As a result, we will do our best to identify these scenarios and use extra caution not to break or damage the blinds.  However, with all blinds, there is a higher chance of breakage.  All of our teams are trained to take a picture of a damaged blind before attempting to clean it.  In the event the blinds were damaged during the course of our cleaning process, please take picture and notify the office via our feedback form under Customer Resources on our website.  We will review the situation with the team and propose a plan to resolve, repair and/or replace.

Dishes

If the dishwasher is empty, we will rinse and load the dishes. If the dishwasher has dishes inside, we will hand wash and air dry the remaining dishes next to sink. This will prevent any misplaced dishes or mixing of clean and dirty dishes. If you have an excessive number of dishes (over 5 minutes’ worth of time) extra time may occur to handle these items and fees will be adjusted on a case-by-case basis. Rate is $25 for each additional 15 minutes over the grace period.

Pet Policy

For the safety of your pet and our employees, we ask that you contain your animals in a restricted area while we are cleaning. Although we are VERY careful, this will help us prevent any disappearance of your pets. We have had pet attacks or bites in the past, and it is our duty to protect all Virginia Housekeepers employees from this happening. If the customer is not home and animals are loose, we cannot force the cleaners to enter if they do not feel safe. Also, if you have pets, please let us know at the time of booking so we can be aware and courteous to their requirements. We do not clean up any sort of excrement or puddles of urine.  The cleaners find it disrespectful to leave it for them to clean.

Entry instructions

If you have any specific entry instructions to access your home or building, please let us know in advance to avoid any confusion or delays.  If you decide to change your access codes or alarm codes, please keep us updated on any changes that may impact our ability to access your home.

Parking

If you have a specific place that you need our cleaners to park (or not to park), please let us know in advance.  If you know of a designated area in which parking is permitted for your home, please let us know in advance.  If garage or on-street parking requires a fee and no other nearby parking is available, these fees may eventually impact your regular cleaning rate.

Prices & Customer Evaluation

Virginia Housekeepers review accounts on a periodic basis. We reserve the right to re-assess the estimated price in order to complete your cleaning routine. Our estimates are only valid for three months. However, all customers will receive an annual review of their account for potential adjustments – either to the routine, the schedule or the price/rate

Inclement Weather Policy (Snow Days)

In the event of inclement weather, our office will contact you if we need to reschedule the appointment.

Moving Furniture

We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.

Fire Arms

For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.

Insects

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem (turn away fees may apply if we are unable to clean as a result)

Safety

The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.

Injuries in Your Home

All employees are covered by our Workers’ Compensation Insurance and General Liability Insurance. This covers the employee’s injuries and protects you.

Distractions

It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused.

Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).

Release of Liability

Should you decide, you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Virginia Housekeepers. LLC from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Virginia Housekeepers may have caused the need for repair or replacement.

Wear and Tear

The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.

Holidays

Our office observes the following holidays, but in many cases, we have teams interested in working. We will contact you in advance if we need to reschedule your appointment.

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Black Friday
  • Christmas Day

Quality control

Virginia Housekeepers needs your input on the overall experience and quality you are receiving so that we may address concerns that are important to you and understand how to improve our services going forward. Our housekeepers are compensated based upon the quality of our service. We appreciate all feedback as it allows us to be held accountable.  Do not hesitate to use our feedback form.

Pet peeves

In order to provide you with the best possible experience, please do not hesitate to provide detailed feedback on any particular pet peeves or dislikes prior or subsequent to our cleaning.  This level of detail allows us to improve and provide a better experience during each our visits.

Equipment and Supplies

We will bring all of the cleaning equipment and supplies. Our preference is to use our equipment and supplies since we are familiar with them. If you have any special requests, please do not ask the cleaners while they are at your home. Please contact us in advance to discuss the specifics. Eco-friendly (green) products are only provided upon request and are not recommended for initial deep cleanings, move in or move out cleanings. Additional time may be required if we are required to use eco-friendly products.

No unfair solicitation of employees.

At Virginia Housekeepers, we are proud of our wonderful employees and we put a lot of time, money, and effort into recruiting, hiring, and training only the best people. Sadly, some past clients have tried to take advantage of our hard work by trying to “poach” our employees. Please note that our employment contract prohibits employees from accepting private work for Virginia Housekeepers clients unless Virginia Housekeepers is compensated with a finder fee of $2,500. Please do not solicit our employees for side jobs or direct hire outside of this contract. Not only does this place our employee in an awkward situation, it is unfair to our small business. If you attempt to solicit an employee for private hire without paying the required finder fee, all future services will be immediately terminated.

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