Policies & Terms

HOW OUR RATES ARE CALCULATED 

Your rates are calculated based on the information given to us in the Online Rates Request. We charge an hourly rates. We are a Professional and Legal Cleaning Service that complies with all Louisana Labor Laws and Legal Business Operations. This includes Worker’s Compensation, Payroll Taxes, Liability Insurance, and Paid Sick Leave. We also offer competitive Industry Wages and Benefits to our Staff of Paid Holidays, Paid Time Off and Bonuses. Rates are non-negotiable.

TIPPING 

Gratuity is not required but always appreciated for a job well done. 10 - 15% is the general rule of thumb. If you are happy with your cleaning and choose to leave gratuity, please leave tip at your home on cleaning day (separately from cleaning payments). We also offer the convenience of doing this through your invoice. Email us if you would like more information at therootcleaningservice@gmail.com

HEALTH AND SAFETY

Due to health and safety reasons, we are unable to clean up human, pest (flea and rodent infestations, etc.) or pet waste. We can recommend a company that is equipped to handle these situations. If we come into a home that requires this type of cleaning, we will skip the affected rooms and discount the client accordingly. We do ask to be informed beforehand if this may be an issue. 

Syringes: Should any member of your household require the use of syringes, please ensure that they are disposed of safely.  Any secure container like a coffee can, can be used to store used syringes and/or needles prior to final disposal.  Any unexpected stab by an insecure needle can pose serious health concerns to our staff. Please dispose of bodily fluid hygiene products appropriately. Please wrap up in paper/tissues and toss in a lined canister for easy disposal. We wear gloves to protect ourselves, but we will not be picking up any that maybe lying on the floor. (It’s happened!)

We do not climb higher than a 2-step ladder. We do use extension poles for higher items that need dusting and cobwebbing. Cleaning Techs are required to wear closed toed, non-skid shoes while cleaning. We are not able to provide service for "shoes off" households. To ensure the best quality of service, best rates, and safety of our staff, The Root Cleaning Service uses only Company supplies and equipment.

3 STRIKE POLICY 

Cancellations: Service reliability is extremely important. We will turn down business to not disrupt your regularly scheduled cleaning. Please show the same respect. We request that you give us a minimum of 24 hours advance notice (Monday clients must call before noon on the previous Friday), IF YOU NEED TO CANCEL OR RESCHEDULE YOUR APPOINTMENT FOR ANY REASON.  Our business number(504) 800-6888, is available to you at all times.  Failure to provide adequate notice could result in a $40 late cancellation fee. We understand that circumstances arise that require a cancellation, but if a client has excessive cancellations, we reserve the right to cancel all future cleanings. All sales are final. NO Refunds, No Exceptions. You can't apply the payment to another scheduled cleaning. 

If you do not give us this notification three times, service will be suspended. This also applies to LOCKOUTS, meaning that we are not able to access your home on the scheduled day. We strongly recommend and provide free of cost a coded company lockbox that can be installed in a discreet location on the exterior of the home. That way, there will be no incident of missing keys, forgetting to leave the door unlocked, etc. Schedules are always confirmed via email before initial service is started. Please note that Monthly cleanings run on an every 4 week rotation and depending on how the schedule falls, there will occasionally be 2 cleanings in one month. Please add the cleaning schedule to your calendar as we are not able to give courtesy reminder calls each time.

  Lock Outs: If we arrive to your home and you forgot to leave the door open, leave a key or the team needs to leave without cleaning for any reason, you could be charged 50% of your regular cleaning cost.  Our employees are paid by the hour and this fee is necessary to cover their cost.  Most of our customers do entrust us with a key to their home, a responsibility we take very seriously.

ARRIVAL TIME

Cleaning service occurs between 8 am- 3pm on your regularly scheduled day. Given that each home that we clean varies in the amount of time it takes to clean, we cannot guarantee an exact arrival/ departure time.

Access to your home: We will make every effort to arrive to your house in a timely manner.  Because of possible cancellations or prior cleans running longer than expected, we cannot guarantee a specific time.  Our teams require timely access to your home to perform their job. We believe the best way to serve you is for you to issue us a house key. Your key is coded with a number, it is never associated with your street address, and is kept in a locked secure key box. If you do choose to meet the team for access to your home, we offer you one of two time slots (between 8:00am – 12:00 pm or 11:00 am – 3:00 pm). Circumstances beyond our control such as traffic, weather, or team illness may affect our arrival time. Your flexibility and understanding in these situations is greatly appreciated.  We will always do our best to keep you informed of any delays we may be experiencing.

CLEANING TECHS

There will generally be 1 – 2 Cleaning Techs assigned to your home after the First Time Clean. Given how scheduling works, we are unable to guarantee the same Cleaning Tech each visit.

ARRIVAL DAY

The Root Cleaning Service makes every effort to consistently schedule a predetermined set day that we arrive for each cleaning. If for any reason we need to reschedule due to staff illness or other unforeseen circumstances, we will give you as much notice as possible.

ACCESS TO YOUR HOME

We will discuss arrangements of how to access your home before your first service. Clients generally provide a copy of the house key for the company which alleviates the need for the clients to remember to leave out a hide-a-key or having to wait around to let us in each visit (which also avoids lock out charges). We will install a small, coded company lockbox in a discreet location on the exterior of the home for the key. We are not able to keep a copy of the key as we cannot guarantee the same Tech each visit.

PAYMENT

Making payments: All payments must be made the day of or before your scheduled cleaning. We accept Cash, Checks, or Credit Cards.  Any returned check will result in a $30 service charge.

 For ongoing service, we offer the convenience of Autopay through Square, PayPal or Credit/ Debit Card. If you

Unpaid Invoice: 

If the invoice is unpaid after the services are rendered, we reserve the right to seek legal action to collect all funds. THE ROOT CLEANING SERVICE LLC has the right to file court documentation to obtain any fees associated with the services provided. 

Deposit is non-refundable. If you need to change your booking date, please notify us at least 48 hours in advance before your scheduled appointment.  

All payments must be paid once the invoice is viewed by the client to secure your cleaning time slot or your booking date will be canceled. By paying the deposit, you agree to the policies above.

GETTING READY FOR THE CLEANING

Don't "clean" before we arrive but do "pick up" as much as possible in areas you would like us to clean. This will allow us to focus more on detail and quality for you. To avoid possible breakage, we will not clean heavily cluttered areas (shelving, countertops, etc.).

THE SETTING

We request that the house be unoccupied during the time of cleaning. This way we can be the most efficient and give the best rate possible. We understand this may not always be possible and it would just need to be something to be discussed before setting up service. For example, if a client has a home office and is on conference calls, we will need to arrange our cleaning visits around that since we wouldn't be able to run the vacuum cleaner during that time. Or if there  is a little one at home, we would want to arrange cleaning time around nap times, etc.

PETS

We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents.

 House Temperature: So that we don’t melt like the Wicked Witch of the West , please set your AC to 76 prior to our arrival. We’re happy to readjust the temperature per your written instructions when we leave. 

  Inclement Weather: In event of a Hurricane and other poor weather conditions we may need to skip your clean in order to keep our teams safe.  We’ll do our best to reschedule to the earliest available appointment.

Due to insurance policies, we are not permitted to step higher than our 2-step stool or lift heavy objects or furniture. 

 To protect our cleaners and your privacy, please be sure that any confidential or potentially illegal documents or substances are put away before your scheduled cleaning.

Damage or Breakage: We make every effort to take the greatest care while in your home, but we understand accidents happen.  Identical replacement is always attempted but cannot be guaranteed. We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our team. Damaged or broken items must be reported to the THE ROOT CLEANING SERVICE, LLC office within 48 hours of service.  Note: THE ROOT CLEANING SERVICE, LLC is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (e.g., marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm.

 Phone/Office hours - We are available by phone Monday – Saturday 7:30 – 7:30; if we do not answer, leave a message and we will call you back as soon as possible.  In the case of an emergency or you need to cancel a service you may call at any time.  Please reserve inquires during office hours. 

Cleaning Hours: We are available for cleaning Monday – Friday between 8:00 – 4:30, with our last clean of the day scheduled no later than 3:00pm.  We do offer cleanings before and after parties any day of the week, but these need to be scheduled in advance for availability.  

 Holidays: We observe New Year’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day.  When December 24th and 31st fall on a weekday (M-F), we will close at 12:00pm.  

Your satisfaction is our #1 Priority:

Therefore, we guarantee on all of our cleaning services.  Any necessary adjustments must be reported to our office within 24 hours of the cleaning date for resolution by one of our cleaning staff members.

 With our continued commitment to our clients, in providing a unique detailed cleaning service, we are excited to offer FREE rotational periodic tasks at each visit. Please look for the enclosed Customer Information Sheet and be sure to fill out the section on Periodic Tasks and return it to us. This free offer is for our weekly and bi-weekly clients only.  These tasks are available for a small additional charge to those customers on a less frequency.