Terms of Service
Table of Contents
100% Satisfaction Guarantee
If you are not satisfied with the quality of any cleaning session, please communicate your feedback to us via email at firstname.lastname@example.org within 24 hours of the service appointment in question. We will return to resolve unsatisfactory cleanings at no additional charge. We do not offer refunds or discounts.
While our team is highly experienced at delivering hospitality-grade housekeeping services, we strongly recommend you be present during your first cleaning session with us - it'll go a long way towards: 1) identifying unique considerations about your property, 2) setting expectations, and 3) getting us off to a good start in terms of building trust.
We aim to develop long-term relationships with our clients, and encourage on-going communication and feedback for long-term trust-building.
Booking Service and Receiving Confirmation
You may book our service via:
1) Email at email@example.com
2) Send us a request via our online form and we'll call/email you back.
At the time of booking, we would appreciate if you include details on any hazards, slippery surfaces, risks or dangers, or any other premises access issues arising from nearby construction activity, special events...etc. This will greatly help us with timely arrival and quality service.
Once you're booking is confirmed, we will send you a confirmation via email.
Dharma Green will perform the service using our own cleaning supplies and equipment. If you have allergies to certain cleaning products, do let us know at the time of booking.
Pricing, Payments, and Gratuity
You will receive an estimate of the time and price of your cleaning beforehand. A total amount will be billed at the end of your cleaning. A time tracking tool will be used to accurately measure the time we work for you.
We accept payments via most major credit cards and PayPal.
If our cleaners take more than 1 hour we bill the extra time in 15 minute increments depending on the service.
- “SpruceClean” service - $17.50 every additional 15 minutes
Please refer to our SERVICES page for information on "SpruceClean", "FreshClean", and "MintClean".
Gratuity is not required but highly appreciated for quality service. Standard gratuity is 15%, and may be paid in the form of cash directly to the housekeeper.
Dharma Green is open for business Monday through Saturday, 8:30 a.m. to 5:30 p.m.
When making an appointment, you may specify a preference for either "Morning" 8:30 am to 12:30 pm, or "Afternoon" 12:30 pm to 5:30 pm session.
We will do our best to arrive during your preferred session, but cannot guarantee a time other than the day scheduled.
Any information you can provide us about local traffic conditions during the appointment day, as well as any premises access issues such as nearby construction activity, will help us arrive on time at your preferred session, and is much appreciated.
If free parking is not readily available within 500 feet of your property's entrance if a home, or in an attached parking structure if an apartment complex, we reserve the right to bill you for the cost of commercial parking options.
If the nearest available parking is more than 500 feet and up to 1,500 feet away from your property's entrance, we will bill you an additional hour, even if the cleaning did not take up the minimum 3 hours, to account for the associated time, effort, and complexity.
Our staff will always give their best effort to find parking, but If the nearest available parking that our housekeepers can find is more than 1,500 feet away from your property's entrance, our housekeepers reserve the right to refuse the appointment without refund. This applies even if technically free and/or commercial parking within 1,500 is available, just not found by our staff.
If you know parking may be an issue, please coordinate with our booking professional when setting up an appointment.
Access to Your Home
Providing us with a key prevents time-wasting and costly lock-outs. To ensure access, please select one of the following three options when making your appointment:
A) Key: We encourage regular clients to provide us with house keys. We are very vigilant about safeguarding your keys. Keys are coded (no personal information are written on keys), stored in a lockbox and dispensed only on the day of your cleaning. We do not return keys by mail or courier – we will only release keys to clients who come inpersonally to our office and show current government-issued photo ID. In the unlikely event that a key is misplaced, we will notify you immediately and pay for replacement and lock change if required.
B) Concierge: For clients that live in properties with building security, and official Permission to Enter (PTE), granting our staff the right to enter your apartment, must be on file and a key left with the front desk. For your peace of mind, as well as the safety and security of our housekeepers, we will not enter your apartment unit without one.
C) Meet In-Person: We will call or send you text message about 1 hour before arrival, so that you can meet us in-person and provide access.
If you have a home alarm system, we prefer it to be turned off if you are not there to meet us upon arrival. If you elect to do so, you may show our service team how to de-activate/activate your alarm system - we do not recommend this and reserve the right to not take responsibility for operating your alarm system.
Canceling & Rescheduling & Lock Outs:
You are welcome to alter time or date of service with at least 24 hours notice via phone or email. Your appointment change will be confirmed via email reply.
Cancellations for a full refund must be made at least 24 hours in advance of your appointment. Cancellations less than 24 hours from the appointment time will not receive a refund.
If your appointment is "Morning" (8:30 am to 12:30 pm) on any given day, the appointment change request must arrive by email at firstname.lastname@example.org by 8:30 am the day prior business day (Monday through Saturday, we close on Sundays) to be considered "24 hours in advance".
If your appointment is "Afternoon" (12:30 pm to 5:30 pm) on any given day, the appointment change request must arrive by email at email@example.com by 12:30 pm the day prior business day (Monday through Saturday, we close on Sundays) to be considered "24 hours in advance".
Upon arrival, if we are locked out of your home for 15 minutes or more, we reserve the right to move on to our next appointment without refund or return visit.
We love animals but even the friendliest pets can become nervous when the vacuum cleaner starts running.
For our safety, as well as the safety and comfort of your pets, we ask that you keep your pets off-premises during cleaning, or are personally there to supervise your animal. It's possible that after a few sessions, your pet and our staff become sufficiently accustomed to one another so that our staff may perform its duties without interference from your pet, but even then we do not recommend leaving your pet alone with our staff during cleanings.
If your pet hinders our housekeepers' ability to perform their duties, they reserve the right to terminate the session and bill for work hours incurred. We cannot be held responsible for unsecured pets during the time of the appointment, and do not clean up after sick pets and pet accidents.
Client’s Representations and Warranties
You represent and warrant that:
You will provide a safe working environment at your premises for our housekeepers to perform the cleaning service.
Our cleaners will have unencumbered and unobstructed access to those areas of the premises requiring the cleaning service.
You will provide our cleaners with access to all utilities (including hot and cold water, electricity, and rubbish bins) as normally required by cleaners to provide you with the cleaning service.
You will provide our cleaners with a secure parking spot or pay for parking either at the time of the service or when we billed for it. The terms associated with parking in the Arrival Time section of this Terms of Service apply.
You will advise Dharma Green prior to the commencement of the service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at your premises,
Should you require our cleaners to clean behind or under any heavy items (e.g. a fridge, bookshelves or other pieces of furniture), you will move any such items prior to the commencement of the service,
You will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the service,
After the completion of the cleaning service you will not hire or use cleaning services of a cleaner introduced to you by Dharma Green for a period of 2 years following the completion of the service. If you wish to hire or use cleaning services of our current cleaner, you must pay us a referral fee of $2,000.
We train our team to take extra care with your belongings, however, accidents can happen. If it appears that we mishandled an item, we must be contacted within 24 hours of your appointment. We cannot be responsible for damage reported beyond this time frame.
Our staff is instructed to report incidents immediately to our office. Therefore, you grant our cleaners the right to take photos in your home to communicate any damage. Photos will be limited to the item/issue involved and is for the sole purpose of communication to management and to you.
Items of extreme or sentimental value are best cleaned by the homeowner. You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning or damage done to these items if they have not been pointed out to us.
We will pay up to $100 per breakage item, when value is verifiable. if the damage is valued at more than $100, a liability insurance claim and investigation will need to be opened through our insurance carrier.
We cannot take responsibility for damage to items that are loosened, inadequately secured or mounted, negligently placed, excessively worn or in poor condition.
We conduct background checks and screen our staff prior to hiring. We closely monitor their attitude, behaviorand performance. We want to assure you that we will cooperate fully if you suspect that something is missing from your home. In such an event:
a. Search your home carefully. Most of us misplace things from time to time, so please give a second look around.
b. Contact us immediately so that we can talk to our staff. They may have noticed the item in an unusual place, mistakenly moved it or relocated it for safekeeping as they worked.
c. If you conclude that an item has been removed, contact your local police department, file a report and request an investigation.
Dharma Green is bonded. Our coverage will compensate a homeowner for theft if the individual responsible is convicted.
We know that the police frequently do not follow up on this sort of report so we strongly urge, as a precaution, that you keep valuables out of sight and in a safe location.
We do not provide service on the following holidays:
New Years Day - January 1
Memorial Day - last Monday of May
Independence Day - July 4
Labor Day - first Monday of September
Thanksgiving Day - fourth Thursday of November
Christmas Day - December 25
Dharma Green reserves the right not to be liable for:
Completing tasks which are not stated on our task list.
Incomplete jobs due to the lack of lack of access to hot and cold water, electricity, and rubbish bins.
Wear or discoloring of fabric becoming more visible once dirt has been removed.
Failing to remove old/permanent stains that cannot be removed using standard cleaning methods.
Providing any special cleaning detergents if any of your items require the use of such.