Customer GUIDELINES
Our goal at Masetti’s Cleaning is to provide exceptional cleaning services that offer great value for our clients investment by delivering a high level of cleanliness with attention to details, professionalism and punctuality. To maintain our high standards and provide fair and consistent service for you and our employees, we require all clients to be aware of and adhere to the following policies and procedures.
We at Masetti’s Cleaning relies on the client to provide accurate and honest information to estimate the cleaning time. The client will be notified if the
cleaning requires more time than anticipated, and additional costs will only apply if approved by the client.
How to Prepare for Your Cleaning: The estimated time for cleaning does not account for tidying, so clients should not clean before the cleaning technicians arrive, but should pick up and tidy as much as possible. Distractions should be eliminated, and the cleaning day scheduled when there will be fewer people at home.
Special Requests: must be submitted to the office and not directly to the cleaning technicians. You should contact the office previous to your appointment date to request any additional service.
If you have had any work or renovations done in your home that may cause extra dust, please notify our office in advance so that we can adjust the time needed for our cleaning technicians and discuss any possible extra charges. Please do not wait until the day of your cleaning to inform us.
Arrival Window: We typically schedule cleanings between 8 a.m to 5 p.m on Monday though Friday. We provide you an estimate arrival time but we work with 1-hour arrival window ( 30 minutes before or after your appointment ) except for the first appointment of the day which is 8/8:30 a.m We will do our
best to be on time however traffic conditions, late cancellations, inclement weather, and other unforeseen circumstances may affect the schedule time.
Access to Your Home: The client can place a lockbox with a key inside and provide Masetti’s Cleaning the code. Also the client can share the front door code or garage code in oder for us to gain access to the house. The client can also be at home to let us in and clean but please be aware of our
1 hour arrival window.
In case the client chooses to leave a door unlocked or place a key under the mat or any other insecured place for us to gain entry into the home Masetti’s Cleaning will not be held liable for any demages or theft to the client’s place.
Unfortunately the client will be billed for a service in full rate for failing to provide access to the place upon arrival if we’re not able to get in to clean or are turned way at the door. There will be no exceptions.
Rescheduling and Skipping: If you reschedule a recurring cleaning for more than seven days from the original date, an additional fee will be added to cover the additional work on the next visit. To avoid an additional charge, please ensure that your requested rescheduled date is within seven days of your original cleaning date. If you skip a regularly scheduled cleaning, an additional fee will be
added to cover the additional work on the next visit. If two or more cleanings are skipped, you will be charged the total, non-discounted price for the catch-up cleaning at the next visit.
Cancelations: We at Masetti’s Cleaning will assess a 50% fee if the client cancels with less than 24 “business hours” notice. Payment is due at the time of service, and the request will be send on the day of cleaning. Tips are greatly appreciated but not required, and 100% of the tips go directly to the cleaning group that serves you. All cancellations, changes to the cleaning schedule, and requests
must be made through the office from 8 a.m. to 5 p.m., Monday through Friday.
Price Increase: Masetti’s Cleaning reserves the right to adjust our rates at any time, and we will provide you with advance notice of any changes. Additionally, if there are changes or new needs in your home that require extra time or attention, a price adjustment may be necessary. If you discontinue services and later resume them, you may receive a new rate.
Payments: We’re offer easy ways to you to make the payments. We have our Zelle, Venmo and we also take credit cards (we add a 4% fee) so please communicate with the office which option is better for you and we can provide the information and directions to you.
The Payment must be send within 24 hours after the service otherwise you will
receive a bill with 5% fee.
Non-Solicitation: Masetti’s Cleaning invests a considerable amount of time in hiring and training its staff, so soliciting our employees is prohibited for 24 months after employment termination.
Quality Control: Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so we may address issues that are important to you. We will correct or address any issue we are made aware of. Our employees take great pride in the work they do and want to be informed when you are disappointed with a service. Please respond to our surveys and messages we often send. These feedback surveys are key to ongoing communication with our office and your cleaning technician. Constant client communication is the best way to ensure consistency of services.
Climate Control: The temperature inside of your home should be in a comfortable setting before we arrive. We will not provide services in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme heat or cold. If your appointment is canceled due to the temperature in your home, our cancellation fee will apply.
Dishes: We will not do the dishes; however, we will take a minute to put in the dishwasher if has space or hand-wash 2 or 3 small items. Any more than that we will wash the sink and leave the dishes in there. Also please be aware that we don’t unload the dishwasher and we can turn it on when is requested.
Pets: We are a Pet-friendly company but customers are expected to put their pets in a safe place during the cleaning process, while we takes no responsibility for feeding or cleaning up after sick pets or pet accidents.
Valuables and Breakage: We recommends that clients inform us about valuables, expensive objects, or items with sentimental value in advance so that special care can be taken. If any damage or breakage occurs, clients should report it within 24 hours. However, the company is not responsible for damage caused by unstable bases or improperly secured items.
Employee Safety: Cleaning technicians have limitations for their safety, such as not climbing above a 4-step ladder, not moving items that weigh more than 20 lbs, and not using something other than a step stool or ladder to climb on.
Our Guarantee and Refunds: We strive to provide the best service possible, but if we miss something or if the service provided does not meet your expectations, we will work with you until you are 100% satisfied. If you report any concerns within 24 hours of your cleaning, we will return to re-clean the
missed area. Please note that we cannot guarantee the complete removal of stains or damage caused by previous improper care or aging. While we do not offer refunds, we are committed to working with you to ensure your satisfaction.
Thank you for taking your time to review our customer guidelines.
We are honored to have you as our valuable customer and hope this experience
is a memorable one.
Thank you.
Michelle Pires & Nicolli Barros
Masetti’s Cleaning LLC