WELLNEST, LLC TERMS OF SERVICE
Last Modified: December 12, 2017
THESE TERMS OF SERVICE CONTAIN VERY IMPORTANT INFORMATION REGARDING THE TERMS AND CONDITIONS OF YOUR PURCHASE OF AND OUR PROVISIONS OF SERVICES TO YOU. PLEASE REVIEW THEM CAREFULLY. BY USING OUR SERVICES OR BY ACCEPTING THESE TERMS OF SERVICE WHEN THE OPTION IS MADE AVAILABLE TO YOU IN THE WEBSITE INTERFACE, YOU ARE AGREEING TO BE BOUND BY THESE TERMS AND CONDITIONS.
We value our customers and want them to be satisfied with our services. We developed these Terms of Service so that you understand how we will provide our cleaning services to you and our relationship will go as smoothly as possible. These Terms of Service apply to all of our services. If you do not agree with these Terms of Services, do not order or accept our services.
Scheduling and Payment
Our services are scheduled through our Website scheduling system. By ordering services through the Website, you are agreeing to pay in full for those services within 24 hours of your service. We accept credit cards only. By ordering services and submitting your credit card information, you agree to allow us to charge your credit card for the price of the services. If you sign up for a subscription service, you authorize us to bill those charges to your credit card account until you revoke that authorization by cancelling your service and notifying us to discontinue charging your credit card.
Cancellation and Rescheduling
You may terminate the service or cancel an appointment for any reason. We require cancellations or modifications to occur by 3 pm on the day prior to the appointment to avoid a cancellation fee of $50. We do our best to accommodate requests to reschedule an appointment. Please notify us by 3 pm on the day prior to the appointment to avoid a cancellation fee of $50. A cancellation fee of $50 applies if we arrive for a scheduled cleaning but are unable to gain access to your home.
In the event we cannot clean your home due to extreme weather conditions, we will reschedule your appointment for the next available cleaning day and time. In most cases your appointment will be rescheduled within 1 to 2 days after the original appointment date weather permitting.
We do not provide service on legal holidays. We will contact you ahead of time to reschedule your appointment if your regularly scheduled cleaning day falls on a holiday.
Keys and Security Systems
Our customers typically leave a key to their home with their doorman or front desk staff. If you need to make other arrangements for our access to your home, please contact us. If your home is equipped with a security system, please insure that it is turned off or inform us of the codes and other access procedures before your appointment.
Our cleaning services are provided Monday through Friday from 8:00 a.m. to 3:00 p.m. Arrival times for our staff must be flexible to accommodate the time it takes to complete a prior cleaning. We will give you an arrival window of about two hours, one hour before the appointment and one hour after the appointment. Many circumstances can affect our staff’s arrival time. We will try to accommodate requests for smaller windows, but cannot promise staff will arrive at any specific time.
We want you to be completely satisfied with our services. Because cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee. Please call us at 1-800-791-2878 within 24 hours of the cleaning and we will gladly return to clean the entire home again. You must contact us within 24 calendar hours to take advantage of this guarantee.
We always try and use cleaning products that are safe and effective for all types of surfaces and are environmentally safe. Our crews are trained in the use of chemicals for areas that require special treatment. We reserve the right to use such chemicals on an as needed basis and are not responsible for damage that may occur as a result.
We want your pets to be comfortable when our staff is cleaning your home. If your pet is aggressive, we ask that you secure the pet while our staff is cleaning your home. Our staff will not enter the home if they feel an animal is a threat. We will clean around pet dishes and litter boxes, but will not handle them. We are not responsible for pets that escape the home when our staff are cleaning your home.
Our staff appreciates when items are picked up off the floor and dressers and counters are not piled with too much clutter before we arrive. This allows the cleaning staff to clean more thoroughly. Also, make sure any children’s toys are also put away as well as anything else that may be obstructing the floor or we may not be able to clean those areas to our standard. Please secure cash, jewelry and other small valuables. We do not wash dishes; however, if the dishwasher is unloaded we would be happy to place any dirty dishes in the dishwasher. If for some reason you do not want a particular room cleaned, please just leave a note for the staff and we will honor that request.
Items We Do Not Clean
We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up, our staff are advised to clean around these areas. If you have other items you prefer not cleaned or handled, please call the office and we will arrange to avoid those items. Our employees can not climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, or provide any pet or child-related services, or empty diaper pails.
Accidents and Damage
While we make every effort not to break or damage items, accidents do happen. Identical replacement is always attempted but not guaranteed. For this reason, we request all irreplaceable items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our staff. You must notify us within 48 hours of service if damage is discovered. Our staff are instructed to call our office if anything is damaged and to leave a note to you advising you of the incident. We reserve the option to repair or replace the damaged item in our discretion. We are not responsible for damage due to faulty or improper installation of items. Please inform us if any items in your home are broken or improperly installed, such as blinds, tiles, curtain rods, loose carpet, etc. All surfaces (marble, granite, etc.) are assumed sealed and ready to clean without causing harm. We take responsibility for breakage or damage caused by our staff, not to exceed $500.00.
Hiring Our Staff
Our staff are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with us or for two years after termination of their relationship with us. You agree not to hire our past or present staff that cleaned your home for a period of not less than two years from the date the staff member last worked at your home. A great deal of time and resources are put into hiring our staff and training them. In the event you feel you must hire a staff member, then a $2,500.00 placement fee is due immediately upon employment of the staff member, regardless of whether the employment is regular or on a contract basis.
Gift cards are nonrefundable. Gift cards are not eligible for work outside of our service area. Gift cards expire 1 year from the date of delivery. All other Terms of Service apply.
Limitation of Liability
OUR LIABILITY WILL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR OUR SERVICES DURING THE PRIOR TWELVE MONTH PERIOD, NOR WILL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY COSTS OF REPLACEMENT GOODS OR SERVICES, OR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.
SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
Changes to these Terms of Service
From time to time, we may change or amend these Terms of Service. An updated version of these Terms of Service will be posted on our Website and we may notify you through our online scheduling process or in an email notification to you. Your continued use of our services after the date the change or amendment becomes effective signifies your agreement to the changed or amended terms.