ACCESS
There are few options for providing us access to your home:
- Most people leave us with a key to their residence. Your key is kept secure in our key safe. Keys will never have your name or address attached to them. It will be coded.
We cannot mail out your key. If contract with The Moppers ends, somebody from The Moppers team will bring your keys to you. Please refer to the Cancellation Policy should The Moppers be unable to access your home during the preset arrival window. - If your home can be access through a code, please provide access code to the office.
- If neither of the above is possible, please make alternate arrangements with The Moppers office.
SCHEDULING
Recurring cleanings will be scheduled based on our schedule. One time cleanings are scheduled as standard blocks of time. We will do our best to complete your cleaning within the time allocated. Most at times people forego a deep clean at the start of their service, please note that it will take a few cleanings to confirm your ongoing maintenance needs. We ask for your patience while we learn how to best clean your home and assure you that our maintenance cleanings will address the areas in need of additional attention as quickly as possible. Some homes may be subject to a first-time cleaning fee.
We strive to have the same staff members clean your home or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, The Moppers may occasionally provide a replacement professional house cleaner.
If your home was not appraised by a The Moppers representative, we reserve the right to charge additional fees to the final price of cleanings considered as heavy or inappropriate to the description of the home submitted at booking.
ARRIVAL WINDOWS
To ensure quality service for all valued clients, The Moppers cannot specify exact arrival times. Arrival windows allow our professional house cleaners to handle all the variables of each day and each home without affecting the promises we make to you. However, we will inform you if were are running late or coming in earlier than expected.
24-HOUR GUARANTEE
Since cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. We are unable to offer a refund, but The Moppers will happily re-clean any area that you are not satisfied with. Just let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make it right.
GRATUITY
The Moppers never requires you to tip, but it is a powerful way to say thanks to your professional cleaners. Even posting an online review expressing your appreciation for their service can mean a great deal.
CANCELLATION
We understand it may be necessary to reschedule on occasion. If it is necessary to cancel or skip your scheduled service, The Moppers requires notice of three business days. If we receive less than three business days’ notice, or if we cannot access your home, it will be necessary to charge you up to the full price of your cleaning. All future cleanings will remain unchanged. We also understand if somebody falls sick and needs to cancel immediately.
If you package is biweekly or monthly and you skip one of your cleanings, you will be charge monthly or bimonthly respectively. Please contact us directly to make schedule changes. Schedule or service changes may not be made through your professional house cleaner.
BREAKAGE/LOSS
The Moppers is Licensed and insured. If breakage/loss occurs, the notification must be made within 48 hours of service. Accidents do occur, and our professional cleaners will also report to the office if they break anything.
SUPPLIES
The Moppers uses safe and reliable professional-grade cleaning supplies to clean your home. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please contact us to discuss prior to your cleaning so we might provide instructions to your professional house cleaner.
PETS
Please secure all pets in their travel crates or kennels. The Moppers will treat all pets with love and respect; however, we cannot be responsible for their escape.
SERVICE LIMITATIONS
For safety and insurance purposes, we do not climb higher than a two-step ladder.
We will attempt to reach all visible areas with either an extension duster or vacuum extension.
We cannot move items weighing more than 25 pounds.
We cannot touch or move firearms in order to clean an area. Clients who own firearms should move them to an area we do not clean.
We do not clean animal/human feces, urine, vomit, blood or other similar bio-hazard materials.
We do not use bleach, except for at the client’s request. Please note, we will not be responsible for damage it may cause.
We clean “living space” only, which is the area in a home or facility that has air conditioning.
CONTACT US
If you have any questions, you can contact us at:
The Moppers
490 Wildwood Cir N, Suite 140
Homewood, AL 35209
Tel: (205) 566-7520
