Terms of Service
Terms & Conditions of Service - Effective 8/1/2011
Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service we will return to your home or commercial location to re-do the area/task within 24 hours. Please contact the office as soon as possible during our normal business hours. PACIFICA Cleaning Group reserves the right to use its discretion when correcting or re-doing any part of the service.
Many of our services are offered on a monthly, bi-weekly, weekly, daily, one-time, or as-needed basis. Please choose from one of these plans. We offer discounts for using our services on a recurring basis.
Payments & Refunds
Payments are due in full upon arrival to the job. One-time services require a credit card payment. For your convenience, we gladly accept the following forms of payment: MasterCard/Visa/Discover/American Express, check, or money order. For your first house cleaning service, unless otherwise noted, you will be charged an hourly rate of $25 per hour (2 hour minimum charge). Subsequent cleanings you will be charged a flat rate. Note: Do not make your payment to the workers. We will bill you once the service is completed. Note: partial hours are counted as whole hours. The Client agrees to and authorizes the Company to charge his/her debit/credit card with any outstanding amounts owed to the Company.
Refunds Since many of our services are very personalized and their satisfactory results are subjective, we cannot offer refunds to customers. However, we want you to be 100% satisfied with PACIFICA Cleaning Group Although possible but not likely, for that reason we offer a Guarantee on our services in case a task was not completed to your satisfaction or was simply missed during our visit. You can simply contact the office and we will return to your home and re-do the area or task. There are no refunds for gift certificate purchases. Customer agrees to notify PACIFICA Cleaning Group within 24 hours of completion of service for all complaints and requests for correcting or re-doing of service. Failure to do so will entitle the client to nothing. The Client waives his/her right to stop payment on his/her check or protest a credit/debit card charge unless the Company fails to make good on the guarantee as mentioned above. All complaints must be received in writing to be considered.
Appointment Arrival Time Windows
If you wish to be present during the service visit please be advised that we provide arrival windows of about 90 minutes, such as between 9am – 10:30am or 10am – 11:30am. Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival. We can have the same workers come to your home each time or at any time you can select new workers from our staff of experienced and professional service providers. The choice is yours!
Lifting & Moving
Our workers are very important to us, and we are determined to keep them safe, so they do not use ladders or move anything heavier than 35 lbs. These types of activities put our workers in danger of back injury or could even damage something in your home. If you would like us to clean behind appliances like a refrigerator, oven or furniture such as a sofa, please move it prior to the cleaning visit to allow access to the area. If our workers have to spend time picking up items and putting them in their place prior to cleaning, you will be billed for the extra time needed to do so. You are welcome to have us work around the said area(s) by leaving a note for the workers. If there is not a note left, the workers will assume that you want the area cleaned and you will be billed accordingly.
First time appointments carry a 15% service/gratuity charge for all packages. Although it's not necessary to tip our workers for recurrence cleaning, it is encouraged, and of course the best way to say job well done! You may include your tips with your payment and we will pass them along to the workers.
A $40 fee will be assessed in the event that our workers arrive and are unable to access the premises. This fee is in place to cover expenses we incur for lost travel time and fuel.
Cancellations & Rescheduling
Any appointment cancelled less than 48 hours prior to the scheduled appointment time will be charged for 40% of the service. Hourly minimums (as noted above) apply. Customer is required to contact PACIFICA Cleaning Group to reschedule the service, and cancellation charge will be credited to account once rescheduled service is completed. In addition, the cancellation of any ongoing or recurring service plan will result in a cancellation fee equal to one month of service or $150, whichever is greater. All rescheduled appointments subject to $35 rescheduling fee. If it becomes necessary for PACIFICA Cleaning Group or our workers to reschedule an appointment, customer is obligated to reschedule within 14 days. Failure to reschedule appointment within14 days will result in the previously mentioned cancellation and rescheduling policies and fees being applied.
Returned Check Fee
A $25 fee will be assessed for all cancelled or returned checks. In addition, a $25 fee will apply for any credit/debit declines.
Description of Cleaning Services
A standard house cleaning includes wiping and vacuuming all visible surfaces, minor organization, touch up and taking out the trash. Bathrooms include: shower / tub, sinks, toilets, mirrors, counters, decorations, floors. Kitchen includes: counters, items on counters, decorations, sink, stove top, microwave, and floors. Bedrooms, Halls, Stairs, Dining Room and Living Room include: dusting, clean glass surfaces as needed, vacuum carpeted surfaces and upholstery, and folding blankets. Extra add-ons include (but are not limited to): Inside of fridge/freezer ($15), inside of oven ($15), dust mini-blinds ($20), change litter box ($10), feed animal ($10), laundry ($10 per load), ironing ($25), light window cleaning ($7.50 per window) cleaning inside of cupboards or drawers ($15), scrubbing tile grout ($15), doing dishes ($10), cleaning garage ($25), ceiling fans ($10 each), fireplace ($15) patio/yard light cleaning ($30), home organizing ($35 per hour), making bed or changing sheets ($10 per bed). Any other extra service subject to standard hourly rate of $35 per hour (minimums apply). Other professional services such as Window Washing, Carpet Cleaning, Gardening, Air Duct Cleaning, Gutter Cleaning, Hauling, etc. require their own service appointment. Exterior services that require extra work beyond the initial estimate will be charged at a rate of $40 per hour. If the customer wishes to put a limit or cap on the number of hours, then they must notify PACIFICA Cleaning Group prior to the start of any job.
Although not a current policy, PACIFICA Cleaning Group reserves the right to charge customer 3% of the purchase price for using their credit/debit card.
Limitations of Liability
If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the workers to gain entry, the client releases PACIFICA Cleaning Group from all liability that arises from damage made before, during, or after the workers leave the premises. The client understands that they will be responsible for any damages that are caused before/during/after their scheduled service time. Client understands and agrees that PACIFICA Cleaning Group is a referral/placement service only and is not liable for any damage caused to property, items, or people. Client agrees to lock their valuables away in a safe place and agrees to release PACIFICA Cleaning Group from all liability for any valuables in the house, including repair or replacement.
When engaging PACIFICA Cleaning Group for service, you agree not to solicit for hire any staff member, employee, or service contractor introduced to you by PACIFICA Cleaning Group for any home related service. If you are found to have solicited one of our workers, please be advised that our referral/training fee is $2,500 payable to PACIFICA Cleaning Group immediately upon solicitation of our worker for any service to your home/business. Your worker(s) will also be immediately terminated. If you wish to hire one of our workers, they must be hired through PACIFICA Cleaning Group and not contacted directly.
Effective Terms & Conditions
These terms & conditions are effective immediately once client engages in business with PACIFICA Cleaning Group, L.L.C. The Client agrees that any use of the Company's services, including placing an order for services by telephone, fax, email, or website forms shall constitute the Client's acceptance of these Terms and Conditions.