Terms & Conditions
Thank you for choosing CMA Cleaning Services! Below are the guidelines we ask our clients to abide by. These guidelines have been put in place in order to provide a safe environment for our employees and set clear expectations with our clients so that we can continue to make your home sparkle for years to come! Please review and send it back with acceptance before your first cleaning and let us know if you have any questions!
By scheduling a one-time or recurring service with CMA Cleaning Services, you are agreeing to the following terms and conditions and providing authorization to charge your credit card:
CMA Cleaning Services Promises to Provide Quality Service by:
Providing a professional cleaning service that is licensed, bonded and insured.
100% Satisfaction Guarantee – If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a technician will be sent back to your home to reclean that area. Our technicians must be allowed to come back within 48 business hours from the original cleaning. We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a reclean.
Customer Guidelines
✅ How to prepare for your cleaning:
We are thrilled to come clean for you and want to be able to leave your house sparkling✨
In order for us to be able to provide the highest quality cleaning possible, we would just ask for you to do a couple of to prepare for our arrival.
We are here to do the heavier maintenance cleaning services your home needs, so we ask that prior to our arrival any toys, clothes, personal items be picked up/lightly tidy prior to our arrival so we can focus your scheduled time on the CLEANING rather than “picking up before cleaning”. (Picking and tidying up can be included for an additional cost)
NOTE: Heavy cluttered areas, “much loved” playrooms, and piles of laundry will NOT be moved/cleaned and we will work around them.
In addition, make sure technicians have access to a functional vacuum cleaner and anything of a sensitive nature is put away (please refer to damage and breakage section).
🛋️Have your home picked up and ready to be cleaned:
Hourly charges may be incurred if cleaning technicians require more time if your home is not ready to be cleaned or if a job is underestimated due to the condition of the home.
We are not equipped to clean bug infestations, bodily fluids, or extensive grease or fire damage. If our staff does not feel safe in a home or environment, they will leave or we will remove them.
PLEASE NOTE: If we are not able to clean the entire space due to the conditions, you will still be responsible for the full cost of the cleaning.
❓ Do I Need to Be Home? /Prepare Anything Before Your Arrival?
No, you do you need to be home for any of our services. It is 100% dependent on your comfort level. All of our techs are fully background checked and vetted before entering your home, so you can have peace of mind.
We understand that many of our clients work from home, so rest assured we can work around you’re schedule. Our technicians are training professionals who will communicate their workflow with you upon arrival if needed.
📝 Initial Cleaning Estimate:
We take many variables into account when we give an initial cleaning estimate, but it may be subject to change. If extra time is needed to perform our full scope of service in your home CMA Cleaning Services will let you know before the initial clean is completed if the home will require extra time due to things like higher dirt level than anticipated, high number of knick-knacks/trinkets, etc. You will have the option to approve the extra time, or stay within your original estimate, understanding it will be left incomplete.
⚠️ Working in the home:
The cleaning techs need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, CMA cleaning services reserves the right to charge for their extra time spent in the client’s home.
If for any reason a cleaning tech of CMA Cleaning Services feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests, or animals, the client will be liable for the full cost of the service.
If you smoke in your home, we will just ask that you refrain from smoking around the cleaning techs due to smoke allergies. Thank you so much for your understanding!
🧹Vacuum Policy:
We do require that you provide an upright, corded vacuum. We want to protect your health and do not want to cross contaminate germs, odors, or allergies from one house to the next. Rest assured we will be emptying and keeping your vacuum at peak performance. All we ask is that you provide the necessary annual tune-ups, extra bags/belts if needed.
We LOVE Central Vacs and making sure you have the correct tools is essential. Simply make sure your CentralVac has the proper attachements for carpets/rugs to ensure best results (and those BEAUTIFUL vacuum lines)
We DO NOT USE:
-Kirby Vacuums (due to their weight, we do not wish to risk any damage to furniture, or our cleaning techs safety)
-Cordless Vaccums of any kind (while great for in-between cleanings, they are not intended for entire home cleanings. And we have experienced them to be “top-heavy” and can risk falling over causing damage.
-Rainbow Vacuums
☣️ Biohazard:
Our cleaning technicians’ safety and health are of the utmost importance to us, so we ask you to let us know if there are any potential biohazard situations. These can include mold, rodent, or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our technicians will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.
🛋️ Heavy furniture:
Our number one concern is for the safety of our clients and our cleaning technicians. CMA Cleaning Services cannot perform any cleaning higher than a two-step ladder. Any heavy or large furniture must be moved away from the walls in order to clean behind them. Our cleaning techs will not move furniture, in order to prevent damage and remain safe.
⏳Time of service:
It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:00 a.m. and 5:00 p.m. and will strive to be at your home within a one-hour window of the estimate given to you.
🚪Access to your home:
We offer 3 entry options to choose from:
1. The client may opt to be home to allow access to their home the day of the service. Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason you 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 not correct and cleaners cannot gain access to the home, the client is responsible for the lockout and a cancellation fee will be charged.
3. The client can purchase a lockbox to place a key inside and provide CMA Cleaning Services with the passcode. In the event if for any reason the key is not in the lockbox, or the code does not work when the cleaners arrive to clean the home, the client is responsible for the lockout and a cancellation fee will be charged.
4. Unlocked doors must have instructions provided to us entering and exiting your home. We prefer to leave your home secure.
NOTE: In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, instructions must be provided to leave the home secure. CMA Cleaning Services will not be held liable for any damage or theft to the client’s home.
🔔 Home alarm systems:
CMA cleaning Services will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.
🗓️ Schedule changes, cancellation of service:
In the event that you reschedule, skip, add or cancel your service, we ask that you give a (48) hour notice (business days). Cancellations made in less than 24 hours will result in a charge of 50% of cleaning service. All cancellations must be made through our office by calling or texting 608-668-2878.
💳 Payment Processing Policy
CMA Cleaning Services has a “no pay/no-clean” policy. Payment is due in full on the day of the service. We accept cards payments. We do not take any cash payments.
All Clients are required to have a Credit/Debit card on file PRIOR to services begin.
If a payment is not received on the day of the cleaning your credit card will be charged. NO EXCEPTIONS.
Declined cards and unpaid balances will incur a service charge of $25 or 15% interest whichever is greater.
All Clients are required to ensure CC are up to date so payments can be processed after services are completed.
CMA Cleaning reserves the right to pause services 5 days after an invoice is past due. All past due services will have a $25 late fee attached to the final invoice.
CMA Cleaning reserves the right to cancel services due to non-payment 21 days after Invoice Due Date until account is in good standing.
📆 Arrival window:
We allow a 1-hour arrival window for our first home beginning at 9am.
Our second home in the afternoons will have a 2-hour arrival window due to traffic, lunch breaks, or in the event that the previous home had made pre-scheduled changes to their cleaning.
Our scheduling hours are Mon-Fri 9-5pm. To respect our cleaning techs family time, we do not schedule a home to be completed past 5pm.
If you require a SPECIFIC time/window please notify the office so we can make the accommodations if possible.
💲 Rate Increase:
CMA Cleaning Services, LLC reserves the right to increase the client’s price at any time. The client will ALWAYS be notified with ample time ahead of any rate increases.
♻️ Trash Policy:
We will put all trash in a large bag and place it in an “animal safe” area (Example: Inside the garage) or the Trash can if it is near the home and accessible. We DO NOT take the trash with us in our vehicles.
✅ Quality Control:
CMA Cleaning Services needs your feedback! You will receive a quick, one question survey after each cleaning asking you to rate our service. These surveys are very valuable to us and give us a way to address any training opportunities as well as recognize our rockstar cleaners based on client feedback. We may also request to perform quality checks by a quality control manager to make sure you are consistently receiving fantastic service! All quality checks take place during the final phase of cleaning and are subject to customer approval.
🐕 Pet Policy:
Our CMA Team LOVES all fur babies, so please feel free to leave your people friendly pets in the house, however, we ask that if you know your pet will experience anxiety during your cleaning (loud noises, new smells, etc.) please make the necessary arrangements to make sure they are comfortable. We will house these details in our work order of any pets in the home and their locations. (i.e. Dogs will be kennels in master bedroom)
ALL aggressive animals are required to be kenneled, in a separate room (which will not be cleaned), or outside during the cleaning. If we arrive to the property and are greeted by an aggressive animal, we reserve the right to not clean your home until the necessary arrangements are made. Our cleaning techs safety is our number one priority.
Our cleaning techs cannot clean animal urine or feces or of any kind in order to prevent cross-contamination.
🐜 Insect/Rodent Policy:
We expect our clients to maintain and monitor their homes for bugs/pests. We reserve the right to refuse service if the home have visible infestation and may require professional pest control services. In such event Anchored Cleaning Services will consider this a cancelation and follow standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work, leaving a gaping our schedule.
Accidents happen. We are covered by insurance, however every incident is different, and will be thoroughly investigated upon the time of the incident. If there is sentimental or extra fragile pieces in the home then they will be avoided and pre-discussed during your consultation. A note will be added to the job instructions pertaining to NOT clean or move the item.
CMA Cleaning Service can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, or damage that is caused by “normal wear and tear”.
Curio cabinets, figurines, glassware, and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning techs, CMA Cleaning Services will pay up to $100 per item or replacement cost when value is verifiable. Items of greater value will be submitted to insurance for processing. The client needs to save a broken item for CMA Cleaning Services to inspect and provide original receipt and/or verify replacement cost.
Other examples to note, outside of CMA Cleaning Service liability:
§ Carpet & Rug Snags – Carpet snags are the result of exposed loops caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller brush. In order to limit snags or fraying, we will try our best not to go near the bad areas of carpeting/rugs.
§ Broken Blinds – Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks.
§ Improperly hung pictures/decorations/mirrors – If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
§ Artwork, Collectibles or Family Heirlooms valued over $200 – These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.
§ Woodwork, Vintage/Antique Wood Furniture, Un-finished & Furniture with Special Instructions – Please let us know during your booking if your woodwork, wooden furniture or vintage wooden furniture is not sealed or is made of another material other than actual wood. Please discuss your furniture care needs with specifications as per item if they need special attention in any way. If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us via email of the preferred product(s) you will provide us with, however understand that CMA Cleaning Service will not be held liable for any damage caused by your products.
👇 Communication Policy:
For efficient and secure communication, all client requests, changes, and inquiries must go through our office. Clients must use office phone numbers, email, or online portals for all communication. Submit all service requests and changes through the office to ensure accurate processing. Do not share personal information with technicians.
👁️ Cleaning Is Not Restoration:
We strive for consistency and attention to detail, not perfection because it’s unrealistic. For example, your faucet area has been subject to years of hard water and has turned the metal green. We cannot reverse chemical reactions. The same is true for mold that has built up behind your bathroom caulking. We are more than happy, however, to refer you to a service professional who has this niche focus.
💯 Your Feedback:
Your satisfaction is our top priority. We need your feedback and input on your overall experience and the quality you are receiving so that we may address issues that are important to you. We take great pride in our work and will address and/or correct any issue we are made aware of.
💥 Existing damage:
Clients should point out any damage to surfaces during the walkthrough and before service begins.
CMA Cleaning Services is sometimes called in to correct the damage that was already there or that another cleaning company was responsible for. In this case, we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter, CMA Cleaning Services reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs.
Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.
CMA Cleaning Service uses non-toxic, eco-friendly products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand that CMA Cleaning Service will not be held liable for any damage caused by your products.
📝 Waiver of expertise:
We are not tile, grout, carpet, stone, flooring, caulking, sealing, paint, plumbing, metal, electrical, or upholstery experts. Our professionals are trained to clean and sanitize. While our professionals are trained in methods of cleaning a variety of common household surfaces, our professionals do not treat or restore damaged materials and surfaces. If you need a specialist, we are always happy to recommend one.
If you would like us to use your products instead, please understand CMA Cleaning Services will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning techs bleach will not be used even if requested.
🚫 Cancellation/Skip Visits/Late Fee:
All appointments canceled 48 hrs. PRIOR to their day/time will not be charged.
All appointments cancelled WITHIN 48 hrs. of their time will be considered a “Last Minute Cancellation” and charged 50% of the total cost of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
In the event that CMA Cleaning Services, LLC needs to cancel the cleaning, due to extreme weather, or circumstances beyond our control, we will provide the client with 1-2 alternative dates/times ASAP.
🚫 Repeated Cancellation Policy:
Any clients who exceed 4 cancelations within a 60 day period will be notified and automatically moved to monthly visits with the monthly quoted price.
🔑 Entrance/Lock Out Policy:
We require access to the clients property on our scheduled appointment day/time. Information regarding entrance to the property (door code, key, garage code, etc.) must be provided BEFORE service that day.
We DO NOT carry client’s keys, so entrance access must be on the property (hidden key, lockbox, garage or door code, etc.)
If in the event we are locked out of the property we will contact the client immediately and ask for an alternative entrance, or if entrance cannot be provided that same day then a Lock Out Fee of 50% of the cost of services will be charged to the client’s card on file. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
🤒 Sickness/Covid Policy:
We highly appreciate advance notice if someone is home sick (and contagious) while we are cleaning. If anyone in the home has Covid and is quarantined, the cleaning will need to be rescheduled.
Any cancelations due to illness or Covid exposure will be considered exempt from charges and fee will be waived.
🚫 Skip Fee:
We know life happens, and sometimes your service will need to be skipped. Whether your family is sick, loss of power, pre-planned family vacations OR circumstances beyond anyones control……we understand. However, if you are requesting us to skip please know we will make a price adjustment for your next cleaning.
If you are WEEKLY your next visit will increase by $10
If you are BI-WEEKLY your next visit will be increased by $15
If you are MONTHLY your next visit will increase by $25
🚫 Late Fee:
CMA Cleaning reserves the right to pause services 5 days after invoice is past due. All past due services will have a $25 late fee attached to the final invoice.
⛈️ Weather:
When inclement weather strikes, the safety of our employees is important. We will inform you of any delay or rescheduling as early as possible.
🎄 Holiday Schedules:
CMA Cleaning Services does not provide holiday visits. If your scheduled day falls on the following holiday Christmas, New Year’s Day, Memorial Day, July 4th, Labor Day or Thanksgiving CMA Cleaning Services will call to reschedule.
🚫 Non-Solicitation of Employees:
When entering into an agreement for services with CMA Cleaning Service you agree not to solicit for hire any staff member introduced to you by CMA Cleaning Service for any home‐related services. It’s sad some people want quality without paying for it and attempt to undercut our company efforts by trying to “poach” our team members. Please do not solicit our employees for side jobs or direct hire. Not only does this place our employee in an awkward situation, but it is also unfair to our company which has put in all the time, effort, and money for recruiting, hiring, and training this individual.
When hired, each cleaning technician signs an agreement barring them from performing any home‐related service for any of our past or present customers. If you are found to have solicited one of our staff please be advised that our training fee is $2,500 per hired employee. We consider our employees our most valuable asset and charge accordingly. If you decide to solicit an employee for private hire, all future services will be immediately terminated and handled by our attorney.
📸 Photo policy:
CMA Cleaning does take non-personal before and after photos of First time cleans, Vacant properties, and in the event of an accident. All photos are directly stored in your job file for reference to maintain integrity of the work completed.
♻️ Refund and Reclean Policy:
We offer a 100% Satisfaction guarantee. We want you to be absolutely delighted with the cleaning service! We have a 24-hr. turnaround policy so in the event that any areas are not cleaned to satisfactory on the day of cleaning then the client has the responsibility to contact the office within 24 hrs. of their appointment and we will return to reclean the areas within 24 hours at no cost.
Your honest and quick feedback is KEY to our success in fixing any error made on our end. Like the saying goes….”You don’t know, what you don’t know”
We do not offer refunds. All payments are due at completion of the job.
♻️ Change of Service/Work Order Policy:
All details of what to expect for every routine visit will have been discussed during your consultation prior to beginning services, however we know that life happens and sometimes changes need to be made. Maybe certain rooms are being painted, plumbing fixed, out of town guests, etc. Please notify the office if any changes need to be made to your routine cleaning visits. Changes must be made within 2 hours of your scheduled visit, or they may not be able to be completed. This gives us the necessary time to update the work order, as well as notify the cleaning technician of these changes.
💰 Pricing:
All our Recurring services are priced a Flat-Rate price for the job. Our goal is to keep your price as consistent as possible, as this eliminates chaos, as well consistency for your budget.
We do not base your price on the amount of time. We are not here to punch the clock of a job when your “time is up”. We are here to complete the job we have agreed to do on our estimate.
If you ever have any additional requests outside of your routine service, please contact the office so the schedule, job instructions, and final invoice can be adjusted if necessary.
🏠 Make Ready/Vacant Property Policy:
All Make Ready and Vacant property cleanings must have all utilities on to ensure proper and safe cleaning.
Properties must be COMPLETELY vacant and free of garbage, construction scraps or debris.
🔺We DO NOT clean out garage areas except by request at an additional fee. 🔺
🔺We DO NOT haul away post construction/renovation/moving debris. 🔺
Entrance and exit details MUST be discussed prior to scheduled cleaning date. CMA Cleaning Services will only conduct communications with the Client who is paying for the services. We WILL NOT clean a property that is under a different name than the paying clients name. If there is an overlap of ownership (due to closing date miscommunication) then we reserve the right to terminate services and the 50% non-refundable deposit will be kept by CMA Cleaning Services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.
👷♂️Other Contractors:
For the safety of our team and to ensure the quality of our service, we require that there are no other service workers in the home at the time of the cleaning. This includes, but is not limited to Painters, Movers, etc….). If there are service workers in the home, Hudson Property Services will not be able to perform the cleaning and the deposit will not be returned.
🔫Firearm/Weapons Policy:
If we are cleaning and come across a firearm or weapon, we will not clean that particular area nor will we move the firearm to clean as a safety precaution to our employees.
🚫 We Do Not Clean:
Bodily fluids, blood, urine, or feces as we are not trained nor certified to clean these types of materials.
Insect infestations
Washing walls.
Move or lift items weighing over 20 lbs.
Cat litter – We will not move or vacuum and mop if there is cat litter everywhere.
Dishes, Grout, and Laundry are by request only.
📝 Our policies are designed to help minimize risk and abuse and are not intended to avoid responsibility.
CMA Cleaning Services will never require a contract with customers, but we do require all new customers to read and acknowledge the above Customer Guidelines in an email back to us (contact@cma-cleaning.com)
Please do not hesitate to reach out to us directly if you would like further clarification on any of our policies. Caring for your home is personal to us. We do it every day with as much heart and respect as possible. If we fail in any way, let us know and we will bend over backward to improve or make things right. We never want an issue to go unresolved.
Thank you for your confidence in allowing us to handle life’s most expensive possession – your home!
If you have any questions, please reach out to our office at 608-668-2878.
