At XcleanPro, we guarantee that 110% of the efforts are made to meet each appointment. That said, we plan to make every appointment ("unforeseen beyond reasonable control", such as acts of nature and others, however) and expect reciprocity from our clients. We understand that "life" happens, so we ask that you make an effort to notify us promptly of any changes in your schedule, and we will let you know if there are any changes to your appointment.
1.1 PAYMENTS - Payment must be online via PayPal (no PayPal account required). Once the appointment is confirmed, you will receive an invoice by email that can be paid online through Paypal. We do not accept checks or cash for security reasons and company policies.
IMPORTANT - KEEP IN MIND ALL PAYMENTS OR INVOICES MADE HAVE A 3.5% COMMISSION CHARGE BY THE PAYPAL PAYMENT SERVICE PROVIDER, WHICH IS REFLECTED IN YOUR TOTAL INVOICE. BY THIS WE MEAN THAT ALL PROPOSALS OR ESTIMATES YOU RECEIVE FROM XCLEANPRO DO NOT REFLECT THAT 3.5%, YOU WILL ONLY SEE IT WHEN YOU RECEIVE THE INVOICE.
1.2.- NEW AND FREQUENT CLIENT - The invoice will be cancelled no later than 24 hours prior to the day of service, otherwise we may automatically cancel your appointment for non-payment. Frequent clients who do not pay for service by the day of service will be charged a 3.5% late fee for each day this invoice is past its due date.
1.3- FREQUENT CLIENT - After 5 days of non-payment we will send all the information of your case (records of calls, emails and messages received and sent, and all the information that we could attach to your case) to the BILL COLLECTION Department. All charges incurred will be paid by you. WE RECOMMEND THAT YOU CANCEL YOUR BILL NO LATER THAN THE DAY YOU RECEIVE THE REQUIRED SERVICE TO AVOID ADDITIONAL CHARGES.
2.- CANCELLATION POLICY
2.1.- Cancellations must be made before the 2 business day grace period prior to your appointment. That is, a Wednesday noon appointment must be cancelled before Monday noon (48 hours before). If it is necessary to cancel/skip any scheduled cleaning day, please notify XCLEANPRO 2 business days prior to the scheduled day. This will allow us to reassign the service provider for another appointment. If XLCEANPRO receives less than 2 business days notice, or cannot access your home, we will need to charge you the full price of your cleaning. To ensure that all your needs are met, please submit all requests and changes directly on our website "www.xcleanpro.com/contact". If for any reason you wish to terminate your services with XCLEANPRO, please be sure to submit this in writing directly to our website "www.xcleanpro.com/contact".
Schedule or service changes cannot be made through the cleaners. Please contact us through our website "www.xcleanpro.com/contact" for schedule changes.
2.2.- If the appointment is cancelled by XCLEANPRO, we will return all money received for the service contracted by you within 2 business days.
3.- SERVICE POLICY
3.1.- NEW AND FREQUENT CUSTOMER - It is not necessary to be home when we clean, but if we decide to stay home on the day of service, it is okay for us. If you decide to be at home please see the information about our virus response. Learn More...
3.2.- NEW AND FREQUENT CLIENT - It is important that you provide us with any type of code or keys that will allow us to access your home if you are not going to be present at the time of your service.
3.3.- NEW AND FREQUENT CLIENT - All pets must be locked up in a safe place, in a kennel or in the yard. Our employees are not responsible for doing this for you. Cleaners are not authorized by a part of Xcleanpro and do not have to clean your pet. Remember that pets can cause physical damage to our personal environment. Any damage that is caused by your pet to our cleaners or their work supplies will be at your expense. We appreciate your understanding.
3.4.- NEW AND FREQUENT CUSTOMER - The previously agreed terms must be fulfilled regarding pets and the delivery of the keys, otherwise this affects the start and development of the contracted service.
3.5.- NEW AND FREQUENT CLIENT - XcleanPro is an equal opportunities company. We do not discriminate by race, color, religion, creed, sex, age, nationality, marital status, sexual orientation or political affinity in any of its activities or operations. That said, XcleanPro has the right to refuse service, is inconsistent with the legal and/or ethical pursuit of personal freedoms that do not comply with local, state and federal laws or that life choices. Making any contractor or employee of XcleanPro feel unsafe or in danger.
3.6.- NEW AND FREQUENT CLIENT - We are committed to providing all our contractors and employees with a work environment free from harassment, including, but not limited to, verbal, physical or sexual harassment. Both parties, XcleanPro and the client, must comply with and enforce these standards as a prerequisite to the services being provided. Any such harassment shall constitute immediate termination of the contract at the discretion of XcleanPro and may result in possible legal action against the offender.
3.7- Hours (for cleaning hours) are for one cleaner, if more cleaners are sent, the time will be divided by the number of cleaners. For example, a four-hour cleaning done by two cleaners would be done in two hours. There could be 2 to 4 cleaners depending on availability.
3.8.- NEW AND FREQUENT CLIENT - We remind you that our cleaning contractor will try to cover all the areas requested in the best way possible within the time contracted by you. Always keep in mind that our services are on an hourly basis.
3.9.- NEW AND FREQUENT CLIENT - We inform you that the cleaner could find stains difficult to remove (incrustations, stains from the bathtub, bathroom doors, etc.) and that due to the time contracted it is possible that they will not be able to remove 100% of the difficult stains, they could spend more time, but this would shorten the time to use them in other areas that you have requested. We are not responsible if you decide to spend more time on this type of contingency and not on other areas that are your priority.
3.10.- NEW AND FREQUENT CLIENT - Our cleaning services are tailored to your requirements and needs and that is why XcleanPro offers a 100% satisfaction guarantee. If you are not satisfied, please do not hesitate to contact us again within 24 hours after your service has been completed.
How can I make a claim? You should notify us through our website "www.xcleanpro.com/contact" and fill out the form. Keep in mind, you must attach images that prove the reason for your claim. Once we receive all the information we will proceed to make a quick investigation with the data provided by the cleaner at the time of completion of your service and the data provided by you at the time of requesting the service and the data provided in the claim. We will contact you once our investigation has been completed to indicate the conclusions and actions to be taken with the claim.
Keep in mind, if the claim is made the cleaner will only re-clean the areas that were indicated on the claim received.