Policies

Terms of Use and Policies

When accessing and using this website, you accept and agree to be bound by the terms and provision of this agreement. Plus when using this website’s particular services, you shall be subject to any posted guidelines or rules applicable to such services, which may be posted and modified from time to time. IF YOU DO NOT AGREE with OUR TERMS OF USE ABOVE, PLEASE DO NOT USE THIS SITE.

Disclaimer

This site and its content have informational purposes only; this site is not responsible for the accuracy, usefulness or availability of any information transmitted or made available through the site, and shall not be responsible or liable for any error or omissions in that information.

All Content on this website may not be copied, distributed, republished, uploaded, posted, or transmitted in any way without the prior written consent of our Company, or unless authorized in writing elsewhere on our site, except that you may print out a copy of the Content solely for your personal use. You are prohibited from using any of the marks or logos appearing throughout the site without the express written permission of our Company.

Service Policies:

Cancellations and Lock Outs for our regular customers and maintenance services

OC Cleaning LLC has no first time cancellation or lock Out fee for our regular customers. However if you are not on our regular schedule we charge first time cancellation fee $48.  We pay our team for the first cancellations from our pocket. Therefore we might charge fee our regular customers for a second and more cancellations or lock outs.  We want to make sure that cleaners have enough work to feed their families and also we protecting their time so they don’t have to wait between jobs hours and hours because of the last minute cancellation. That is why we require a minimum of 48-hours cancellation notice.  Longer notice is always better. Late cancellation fee is $48

If our teams cannot access your property because you’re not there, or their access key has not been left out for them, or you forgot to give workers on the gate permission let our team in then we classify this as a locked out. We reserve the right to charge a lock out fee of $48 per incident.

We charge this fee because it means we have to alter our cleaning schedule for the entire day, and also because we may have to inconvenience other clients as a result of the cancellation or lock out. We are also paying our team to sit idle when they should be actively cleaning your property.

Before we implemented our cancellation/lock-out fee we would routinely have clients cancel their appointment at the last minute, resulting in a loss of revenue for our business. This isn’t fair to anyone.

Please let us know in advance of any holidays you plan taking, just to ensure that you are not accidentally charged a lock-out fee which could have been avoided.

On the rare occasion IF OC Cleaning LLC must cancel a scheduled cleaning appointment with less than a 24 hour notice, and has no available openings for another cleaning appointment within the next 5 business days, the next cleaning will be provided at half price.

Cancellations and Lock Outs for our first time customers or returning customers

OC Cleaning LLC has a cancellation or lock Out fee for our first time customers. We require a minimum of 48 hours notice if you want to cancel your appointment with us, however longer notice is always better. Otherwise we charge a $48 late cancellation fee 

If our teams cannot access your property because you’re not there, or their access key has not been left out for them, or you forgot to give workers on the gate permission let our team in, or the house we are going to clean has no electricity or water on  then we classify this as a locked out. We reserve the right to charge a lock out fee of $48 per incident.

Cleaning standards and confusing with total cleaning.

Communication is the key. Our teams are professionals with more than 1 month special training and more than 6 months experience in cleaning. Also we have very high standards in cleaning and focus on details (to prove it please read our yelp reviews). We understand that from time to time we serve customers that have even higher standards than our deep cleaning offer. However, if customer is looking for a more comprehensive cleaning service that will remove all of the dirt, dust, and grime from your space visible only if you get closer to surface, then total cleaning is the better option. To go behind our standards of our deep cleaning is called Total cleaning. That means that stains or dirty spots are so small that you don’t see them from the distance of 20 inch and have to get closer to see it. Total cleaning takes extra hours and nobody is able to predict how much longer such a cleaning can take because expectation is not based on any standards, but customer feelings.

We charge extra for the total cleaning without any limits in hours or price until the customer will be satisfied. We emphasize that only customers with no limitation in budget can afford total cleaning. We provide total cleaning only with no limitation in hours for cleaning. We will clean that long until the customer will say stop.  We are not responsible to provide total cleaning estimates over the phone. Customer has to articulate very clearly what he/she wants from us.

How to prevent misunderstandings with a total cleaning?

Expectations of our customers might vary. We know it. And we understand that and because we do estimates and quotes over the phone or email, we encourage our first time customers to be present to meet our cleaners and discuss with our team what and how you like us clean your home. We give you an estimate of how many hours is needed to reach our standards based on your information you gave us over the phone or online.  If your information you give us over the phone, email, yelp or by text messages are not correct for any reason you are not eligible for re-cleaning or refunds. Please read the section below how to be eligible for re-cleaning. However each house is in a different condition so some houses will need more and some houses less hours than we estimated over the phone. That is why we charge hourly and based on your situation in your house.

Refund or Re-cleans:

Customers always have to pay for the service right after service whether he or she is able to check the cleaners work or not. In some cases OC cleaning can give you the option to pay for service in the next 3 days after receiving invoice without late payment fee. If the payment for the service was not done in the next 3 days we charge an extra late payment fee $100 every week. Please read our Fee Payments section below. We understand that some customers might be not satisfied with our standard quality of service. Even if the customer is not happy with cleaning results customer has still chance to ask cleaners to re-clean before they leave. Please make sure you check cleaners work. Customer is not eligible for refund after cleaners are gone and you find something after couple of hours. That is why cleaners always will ask you to check their work. Your responsibility is to make sure you check their work properly.   Also Even if you will re-clean your place by yourself you are not eligible for any refunds. Customers must check the house before cleaners leave property so they can fix whatever customer is not satisfied with. Not checking property properly is not a reason for refunds or re-clean.  If we agree with the customer that it is all right to check property later , the customer is eligible for re-cleaning for free in the next 3 day but he is not eligible for any refunds. We don’t offer any discount or refund for custom cleanings.

When you are eligible for RE-Cleaning .

We know that customers are not always able to be there at the same time as cleaners finish. We offer free re-cleaning in 4 cases. 

1. Customer paid for service
2. Customer gave us correct information about the house.
3. When customer find dust or cobwebs right after service
4. when customers find stains that are visible from more than 20 inches.

1. To be considered for re-cleaning for free you must first pay for the service. Not paying for the service on time first will not make you eligible for the re-cleaning.

2. If a customer gave us wrong information about when was the last time professionally cleaned or measurements or correct information about how many rooms and bathrooms are in the house. Such mistakes will not make him/her eligible for free re-clean. Such a house needs more work that we estimated and we will charge customers for the re-cleaning.

3. Dust and Cobwebs can accumulate in a very short time. Spiders can create cobwebs in 1 hour and dust can accumulate in the house in a couple of hours after cleaning. That is why customers are eligible for re-cleaning only if the customer sends us a complaint notice in 2 hours after service was done. Longer notices don’t make situation eligible for re-cleaning.

4. Stains or dirt visible from more than 20 inches the cleaners missed will be re-clean on company expenses. Again, the customer is not eligible for refund.

Parking policy

We have the right to cancel cleaning if cleaners can’t find any parking spot in 15 minutes in the perimeter longer than 5 minutes walking distance from the place where we go clean. Oc cleaning is not responsible for finding parking spots. Customer is responsible for it. We don’t know your area where you live.

Payments and late payments fees:

We offer many payments options to our customers. Online Payments (credit or debit cards) and PayPal payments where we might charge your 3% processing fee. Customers who want to avoid paying processing fees can choose to pay via cash, check or Venmo and bank transfer (Zelle, Quick Pay). Payments have to be done in full right after cleaning is done. Or in some cases in the next 3 days. After 3 days not paying for service we charge extra fees $100 every week. Please make payments asap so you don’t have to pay a late fee much bigger than cleaning itself.

When customers are eligible for refunds?

Only reason when customers become  eligible for refunds is for accidents if cleaners broke something or made damage to property.

We  have right to refuse to clean scheduled house:

1. When house is subject of bio-hazard.
2. When we can not find place for parking.
3. House has flees, rats etc.
4. When condition of the house we clean can put cleaners health in danger.

Our products versus customer products.

We are green company and you can find this information on our website or Ads. It is not our responsibility to remind that to our customer. Even with green products however we are able to have same and many time even better cleaning results than with harm chemicals. Again we have enough reviews to prove that.

Cleaners can refuse to use customer products, and equipment. If cleaners agree to use your chemicals to make customer happy, we are not responsible for any damage caused by customer chemicals. Also just using customer vacuum cleaner can slow down whole cleaning process and customer can expect delay in cleaning and raising estimated price.

Calking around shower and using bleach.

Caulking around shower, bath tub or sink usually last about 2 years. Mold is one of the most common problem that is attacking caulking. We highly recommend replace caulking when its turn black. However bleach is one of the chemical that we don’t use and might be helpful to make white caulking white again. It helps only for white caulking not for clear caulking, because contain white substance compering to paint. If landlord need to sell house or attract new tenants for renting, the bleach might be temporary solution. Again many times black mold will show up again withing a week, because bleach not gonna kill mold inside of the caulking. If customer want to use bleach. He has to provide for cleaners this chemicals and after cleaning is done cleaners can spray on effected areas and leave house.  Usually it takes 20 minutes white caulking to turn white.