Act Personal Services – Policies and Fees Agreement
Class Act Personal Services (“CAPS”) looks forward to providing our clients with great services.
We work well with our clients, and we want to have a great working relationship. We are listing our policies, in order to make a smoother and safer experience for both parties. CAPS believes in the value of conducting business in a fair manner for all parties.
We look forward to serving you.
Thank you, Virginia
We will happily combine the services of house cleaning and personal assistance - please call to discuss.
The following are contingencies to CAPS being able to perform services.
PAYMENT & CANCELLATION
Payments are due,
BEFORE we start our scheduled cleaning. This guarantees our employees, that they will be compensated for their hard work and time. A cash payment can be made to Virginia Culp. Personal checks may be accepted on occasion at Class Act Personal Service's discretion. Make checks payable to Class Act Personal Services.
NOTE: For a returned, invalid/Non-Sufficient Funds (“NSF”) check, there will be a $25.00 fee. (Per incident/NSF check) (Plus any late fees incurred, if issue is not immediately remedied.) For “initial” (CAPS first time cleanings), “deep” cleanings, “move-in/move-out” cleanings, CAPS may require a 50% non-refundable reservation fee, 48-72 hours before a scheduled cleaning visit, with the balance due, in full, the day of the cleaning visit and before the cleaning service is rendered. There may be other circumstances that may require CAPS to charge a 50% non-refundable reservation fee.
CREDIT & DEBIT
Class Act Personal Services will accept credit and debit card payments. CAPS will accept payments for the following: Visa, Master Card, Discover, and American Express. CAPS will waive the credit card or debit card processing fee. CAPS will accept only credit cards for “new” clients. For our regular clients who have worked with CAPS for a year or more, we will accept both credit and debit cards, at CAPS discretion. CAPS will run client’s credit or debit card 48-72 hours before a scheduled cleaning visit. Payment is due
before CAPS begins the cleaning. (See more information under: Cancellation, Rescheduling, Policies heading.) Payments by check, are due in full,
before CAPS begins the cleaning. Checks may be accepted, at CAPS discretion. CAPS cannot have employees waiting for a payment, on CAPS time.
Class Act Personal Services requires payment in full, before our cleaners begin any service. Late payments are subject to a fee of $50.00. In addition, interest will be charged at the rate of 10% per year, or the highest allowed under the law, on overdue amounts. Class Act Personal Services reserves all rights available under CA law to collect any amounts due and owing, including any and all attorneys' fees incurred by Class Act Personal Services in collecting late payments.
CANCELLATION/RE-SCHEDULING/LOCK-OUT/NO SHOW/TURN AWAY - POLICIES & FEES FOR
To cancel an appointment, a client must give us a
phone call and an e-mail or text notification:
Our phone number is 949-350-6916.
Our email address is
CAPS REQUIRED NOTICES AND FEES –
The CAPS policy for appointment cancellation, re-scheduling, and lock-out/no show fees, and turn-away fees, is at the discretion of CAPS, is as
If a client gives CAPS
more than a 48-hour notice of cancellation and re-scheduling, prior to a scheduled cleaning appointment – There is no fee.
If a client gives CAPS a
24 to 48-hour notice of cancellation and re-scheduling, prior to a scheduled cleaning appointment
– CAPS will charge a non-refundable reservation fee, equivalent to 25% of the appointment fee. The client forfeits this reservation fee.
If a client gives CAPS
less than a 24-hour notice of cancellation and re-scheduling, prior to a scheduled cleaning appointment – CAPS will charge a non-refundable reservation fee, equivalent to
75% of appointment fee. The client forfeits this reservation fee.
If a client’s premises are not accessible to the CAPS cleaning team
at the time of the scheduled cleaning appointment
– CAPS will charge a non-refundable reservation fee, equivalent to 100% of the appointment fee.
The client forfeits this reservation fee. CAPS may not be able to book another client that day. CAPS will still need to pay the cleaning technician/s for their travel expenses and for their wages.
To avoid this fee, CAPS advises clients to leave a key with CAPS or place a key in a lock box, etc. CAPS would need to be given the lock box code.
EMPLOYEES ARE NOT AVAILABLE FOR INDEPENDENT
Client shall not contract CAPS employees directly, for provision of same or similar services as provided by CAPS. Class Act Personal Services employees are bound by contract with us. We spend a lot of time and money training them. Employees become privy to Class Act Personal Services proprietary cleaning methods. Therefore, employees have agreed by contract with Class Act Personal Services, that they will not work independently for our clients, and that they will not work with our clients through other competing businesses.
If you have an illness or you are contagious, please call us to reschedule a cleaning appointment. Our cleaners have very busy work schedules, and we try to limit absenteeism, as well as spreading germs to other clients. Absenteeism is very costly to our company. We appreciate your understanding.
SCHEDULED CLEANINGS & CLIENTS BEING IN THE
We understand that a client may want to be at their house during our first cleaning appointment. However, we request that clients not be at the house for cleanings following our first cleaning, this is safer for you as well as our cleaners, and it enables our cleaners to be more efficient in their pattern of cleaning and timing. If you decide that you must stay at the house, during the day or evening that our CAPS cleaners will be cleaning, you will assume the full responsibility, risk, liability, in the case of any injury that you may incur during any cleaning appointment. On a case-by-case basis, CAPS will work with you on those occasions when you may need to be at your house. If your circumstances don't allow you to leave your house, we will work around your needs. Again, CAPS will not be held responsible or liable in any way. CAPS is careful to avoid accidents, but we cannot control an occupant’s decisions as they may roam throughout the house. We request that if you stay in the property during a cleaning, that you stay away from the areas being cleaned, and not walk on damp or wet mopped floors. By signing this policy agreement, you the client, agree to assume all risk and all liability in case of injury to you and to all other occupants who come and go, or who remain in the property, while CAPS cleaners are cleaning.
CONSTRUCTION WORK -
For CAPS cleaner’s safety concerns, cleaning quality and time efficiency purposes, etc. We will not clean while current construction projects are being done. We can’t work while construction crews are present and/or when construction is still being done in a property. CAPS will clean “POST” Construction projects.
We do our best to be prompt and meet the cleaning time indicated or stated. Traffic and other clients may affect our schedule. If the scheduled cleaner is going to be more that 30 minutes late, we will make our best effort to contact you. If no arrival time is indicated, then the cleaning will be done between the hours of 9:00 AM and 5:00 PM, Mon. – Fri. We do accept Saturday appointments on occasion. Our cleaners appreciate your flexibility regarding their arrival time.
IF ONE SPOUSE CANCELS SERVICE & THE OTHER SPOUSE OR KIDS - LET US IN TO
1If one spouse cancels service and the other spouse and/or kids let our cleaners in to clean, this implies to our cleaners that it is OK for us to be there and payment will be expected.
PRICING CHANGES - WHEN THERE IS MORE THAN A MONTH'S BREAK IN THE CLEANING
Prices are based on continuous monthly cleaning services; the first cleaning following a break for a month or longer, might be priced as an "initial" cleaning. Initial cleanings cost more, due to the house requiring more time and effort to clean. We will avoid charging for an initial cleaning fee, when it is possible. It depends on the condition of the house.
CAPS reserves the right to change prices, based on cost inflation, competitive conditions, and other factors.
HOLIDAYS – CAPS
New Year’s Day, Good Friday, Easter, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day. If a client requests a cleaning on a holiday, and CAPS is available to service a client on a holiday, the fee to perform services will be triple CAPS usual one-time services fee.
Many CAPS clients provide us with a spare key/s for access to their house. CAPS would prefer to get (2) sets of house keys. This allows CAPS to retain an extra key, in the event that an employee with a key gets ill while working. Also, this would allow CAPS access to your home, during the cleaning service. CAPS management team would be able to perform unannounced quality control inspections on occasion, while CAPS cleaning staff is cleaning your home.
If a client leaves an access door(s) unlocked, and the key/s is left on the inside or the outside of the house, this can pose a risk to the client’s house, as well as to the CAPS cleaning staff. Therefore, we don’t recommend that you do this. We would prefer that our clients give us a “spare” key/s, since we are a bonded and insured company. In the event that a client does leave a key/s on the inside or the outside of a locked or unlocked house, then: 1) the client releases CAPS from all responsibility, liability that might arise from any damages or theft to the client’s house. 2) CAPS will not be held responsible or liable if third parties enter the client’s house, before and/or after the CAPS cleaning appointment.
During CAPS cleaning appointments, CAPS will only admit CAPS employees to the client’s house. CAPS will not assume responsibility for granting access to third parties into the client’s house during a CAPS cleaning appointment.
At the end of a CAPS cleaning appointment, CAPS will not leave a client’s house access door unlocked.
NOTE: Clients need to make sure that the key/s that is given to CAPS, fits the door lock properly. If the key/s does not fit the key/s lock mechanism properly, the cleaning staff may think that they locked the door, when it actually didn’t lock properly. If the key/s gets stuck inside of the lock, CAPS will attempt to reach the client. If the cleaning staff needs to wait for some assistance in order to try and resolve this, then CAPS will bill for that “waiting” time period at our normal hourly rate. If the cleaning staff is locked out, and they cannot do the cleaning, then CAPS will charge a full cleaning fee for that missed appointment.
Please make sure your house alarm, is not set to come on when we enter to clean on our scheduled cleaning day. Or, you may want to have your alarm company program a code that is unique to our company. We can access your property with our own code that you give to us.
NOTE: Our cleaners are instructed to lock the doors, and to not allow any unknown person/s inside. This protects you, as well as our cleaner’s safety, while they are cleaning in all areas of your house.
If you can set your house thermostat between 70-75 degrees or 77 degrees maximum, on our cleaning day, that would be appreciated. If you are not able to do that, then please consider leaving ceiling fans on. When our cleaners are cleaning, it gets very warm, especially
CAPS hours of operation is 9:00 AM – 5:00 PM. We try to schedule our cleaning appointments in a way that allows for the least amount of travel time. This benefits CAPS as well as our clients. No specific cleaning appointment times/hours are guaranteed on the day of client’s scheduled service. CAPS will do our best to give you an approximate time range for our arrival.
All equipment, including electrical, to be used by Class Act Personal Services, must be in good working order. Please remove any clutter, or objects that are in pathways, etc. that could be a safety hazard for our cleaners. We need a safe working environment, in order to do our job well.
NOTE: Any household items/fixtures that are broken in the areas we need to clean, that could pose a safety concern for our cleaner’s, those items or areas may not get cleaned.
Example: If a shower curtain rod is broken, coming apart from the wall, etc. in the shower or tub area, that rod could fall on a cleaner’s head while she is bending over and scrubbing that area. In this case, if it is deemed to be a problem, the cleaner may avoid cleaning that shower/tub until it is repaired. CAPS will not touch black mold or any hazardous matter.
Class Act Personal Services uses our own cleaning products and tools. However, we do recommend that you supply your own toilet bowl cleaning brushes in each bathroom, to avoid the cleaners having to carry one brush to different bathrooms. Also, if you supply your own bucket, mop, and vacuum that is the best choice for you. We do use quality cleaning tools, and we are careful in our cleaning methods but we are giving you the optimum suggestions for sanitary purposes.
Sanitizing or disinfecting surfaces in your
Class Act Personal Services will use both (green and eco-friendlier products, along with using more traditional types of cleaning products for those tougher cleaning tasks.) We use highly rated cleaning products that we feel will clean most effectively and safely as much as possible. We do use sanitizers, and we may use disinfectants in some cases. Class Act Personal Services will not make any claims or guarantees that these products will do what they state that they will do. However, we have done a lot of product research and we choose great products. We take into consideration how long these products need to sit on a surface in order to be effective.
We will not handle human waste material of any kind, and in any location in which we are cleaning. Have any such waste cleaned up before we arrive. It could be a biohazard, and place our cleaner’s health at risk. In extreme cases, you may need to call a company that specializes in removing the waste.
Your pets are members of your family and we do respect that. We love our pets too. However, there is a risk in injuries due to pets who are afraid of vacuums, or they are territorial or overly excited. This is a problem for your pet and it interferes with our productivity, appointment schedules, and our cleaner’s safety. We are entering their territory, your house, and they can become protective and aggressive with outsiders, when they may not normally be aggressive. Also, pets can chew on our supplies, or ingest a product. Therefore, we request that they be placed securely in a cage/kennel and away from cleaning areas. Please do this
“BEFORE” we enter your house. Pets can dart out the front door as we enter, if they are not placed in a secure area. We are very careful, and we have not had a problem with this, but this is very important as we have several tools and caddies to carry into the house. This policy protects you, as well as our cleaners.
NOTE: For health purposes, we do not pick up pet droppings. This includes cleaning litter boxes and dog kennels.
If you have fire arms, we request that you have them stored and locked away before our scheduled cleaning. We will not clean any room/s where fire arms are visibly present. Sometimes, we change bedding. Don't leave them under pillows or mattresses, as this could pose a danger to our
If an infestation of ants, termites, roaches, fleas, bed bugs, rodents etc., are found in your house, we will not be able to clean until the problem has been taken care
All items of value that are non-replaceable, one-of-a-kind, of sentimental value, collector’s items, trophies, discontinued patterns, family heirlooms, and high cost crystal-china-ceramic items must be disclosed to Class Act Personal Services. These items cannot be cleaned due to insurance regulations. Class Act Personal Services will not be liable for items not disclosed and listed on our Services Check List, or our Client Worksheet. Class Act Personal Services will not be liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that are not properly secured such as pictures, mirrors, window treatments, wall coverings, lack of furniture glides for wood floors, lack of scratch covers on the bottom of furniture décor, cabinet mounted appliances, and household accessories.
Class Act Personal Services will not be liable for damage that is not reported within 24 hours from your last cleaning.
CAPS will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used by a client.
If we do not receive prompt notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you, nor will you be compensated for your inconvenience.
MOVING FURNITURE &
Class Act Personal Services will not move furniture in order to clean, unless the legs of the furniture have
sliders underneath them to protect the floors. CAPS will limit moving furniture, to only two or three smaller pieces of furniture. This will be at CAPS discretion, as to whether or not we can move the furniture that a client requests us to move. Class Act Personal Services maximum lifting weight is 30 pounds.
Class Act Personal Services, due to liability issues, will not use ladders. CAPS will only use a one or two-step stool.
PICKING UP A CLIENT’S PERSONAL BELONGINGS DURING CLEANINGS -
CAPS will charge a client by the hour, if the CAPS cleaning techs are not able to clean areas that we were asked to clean. CAPS cleaning techs can pick up a few items, but we can’t spend our time cleaning up a lot of items, that obstruct our ability to clean. If the amount of personal items appears to be too much, CAPS may decide to not clean some areas and thus avoid charging a client. CAPS will attempt to contact a client regarding this issue before services are performed. If CAPS is unable to reach a client, CAPS will use their sole discretion in making a decision to proceed with that scheduled service or not. However, if CAPS does proceed with services when a client can’t be reached, the client will be charged by the hour for this task.
Class Act Personal Services is careful in how we care for special flooring such as, hard wood and laminate floors, etc. We will not use steam mops. On the occasion that we may use a “standard” steam mop, we will only use it on some types of flooring, such as tile floors for example. Standard steam mops can damage wood, and laminate floors especially, so CAPS will not use a steam mop on these floors. We use a “barely” damp microfiber style mop, for floors that are susceptible to warping. We will not be held liable for water damaged floors. CAPS clients and/or other cleaning companies may have cleaned those floors also, and either “you or they” may have used sopping wet mops on the floors. The water damage can appear rather quickly, or take a couple of years to show up. If you request that our cleaner’s use more water on any type of special flooring, we will still avoid using “wet” mops. We may add a little more water to the mop head, but we will not be held liable if the floors are damaged. We do use a soft microfiber mop. String and sponge mops hold too much water in them, so we avoid using these types of mops.
IF A CLIENT REQUESTS THAT WE USE THEIR CLEANING PRODUCTS AND
If a client requests that Class Act Personal Services uses the client’s cleaning products and/or cleaning tools, we will use your cleaning products. Client will be asked to sign a “free-standing” release from liability form, if the client wants CAPS to use the client’s own cleaning products and/or cleaning tools. Client will need to notify us
BEFORE the client’s appointment. We would need to know if a client has special situations/considerations that we must be aware and careful of, such as: special floor cleaning requirements, the type of finish on walls, sinks, cabinets, counter tops, etc.
If client requests that our cleaners use any bleach based products in the property, it is at the client’s own risk. Class Act Personal Services will not be held liable for any damage. CAPS reserves the right to not use any
bleach. For our cleaning techs safety purposes, our cleaning techs will only use client’s cleaning tools, if they are in good working condition. If an employee is allergic to a client’s cleaning products, then CAPS will use CAPS own cleaning products.
In the event that any Party institutes any legal suit, action or proceeding against any other Party arising out of or relating to this Agreement, the prevailing Party in the suit, action or proceeding shall be entitled to receive in addition to all other damages to which it may be entitled, the costs incurred by such Party in conducting the suit, action or proceeding, including reasonable attorneys’ fees and expenses and court costs.
PARKING FEES AND STREET SWEEPING
CAPS will not be held responsible for paying parking fees and/or street sweeping fees. If CAPS receives a charge for these situations, we will pass the charge on to the client. Please notify CAPS, regarding any parking fees and any street sweeping schedule, so we can try to avoid this inconvenience or charge.
CAPS makes every effort to perform a high standard of service. However, if we missed an area by mistake or there is an area that didn’t meet realistic expectations, you are required to notify us within 24 hours of service in order for us to address and correct the problem. CAPS will rectify the problem to the best of our ability, at your next cleaning visit, or sooner, if you are a recurring client. If you are an occasional or one-time client, we will schedule an appointment as soon as possible. There will be no charge for this.
CAPS reserves the right to decline services at any time and for any reason.
If a problem arises, all parties agree to arbitration to settle the case: "All disputes arising out of this agreement shall be submitted to final and binding arbitration. The arbitrator shall be selected in accordance with the rules of Arts Arbitration and Mediation Services, a program of California Lawyers for the Arts. If such services are not available, the dispute shall be submitted to arbitration in accordance with the laws of the State of California. The arbitrator's award shall be final, and judgment may be entered upon it by any court having jurisdiction thereof."
(Policies, Prices and
Terms are subject to change.)