Customer Service Policy

Thank you for choosing Green Apple Cleaning to assist with your residential cleaning needs, where “Quality is our commitment!” In order to ensure above satisfactory quality, we have several policies that we ask you to review. This is not a contract. GAC™ reserves the right to adjust our rates and policies at any time.

 

Payment Policy                                                                      

A credit/debit card is required to remain in our secured file at all times. You may  update your card information via the client portal or call in for our staff to add that information to your account. New clients are required to pay for the service in full at time of booking appointment. This amount will be refunded in full if client cancels with more than 48 hours notice before scheduled appointment. If the appointment is canceled with less than 48 hours notice a $49 cancelation fee will be deducted from the refund of the initial payment. Existing clients are welcome to pay via check or cash at the time of their service or pay online via the client portal found on our website. If payment is not left at the time of service, the card on file will automatically be billed the following business day for services rendered. If the credit transaction is declined, the client will be notified via email. If the client chooses to be notified by other means of communication, they must notify GAC™. If client pays with a check, and the check is returned, there is a $25 fee. If the client exceeds 2 services without payment, the clients account will be suspended and they will receive a termination/collections notice. All invoices 30 days past due will have a $15 late fee applied. If payment still has not been rendered, the account will then be sent to collections and a collection fee of 30% will be added to the amount due.

 

Confirmation Policy                                                                          

All cleaning appointment times will be confirmed 48 hours prior to the scheduled cleaning date, unless under excused circumstances i.e. same day cleaning, holidays, inclement weather, etc. For all re-occurring cleanings, upcoming cleaning dates will be confirmed several weeks in advance, in order to, allow time to make necessary changes to the schedule. Confirmation will be sent through your preferred method of contact. All clients requesting regular cleaning services will automatically be placed into the reoccurring schedule.

 

Entry Policy                                                                                        

Client may provide entry to their home whichever way they feel most comfortable. It is the responsibility of the client to ensure that the cleaners gain access to the home if a key has not been left in the drop box or for the office to keep on file. There will be a $49 cancellation fee for all scheduled cleanings cancelled due to lack of proper entry.

 

Cancellation Policy                                                                            

There will be a $49 cancellation fee for all confirmed cleanings that are cancelled with less than 2 business days’ notice. We ask that you please understand that your appointment impacts the schedule and with lack of proper notice, we are not capable of making the changes that are necessary in enough time. This not only impacts the employees of GAC™, but fellow clients as well. Weekly, bi-weekly, and monthly clients will not be charged for the first two cancellations each year.

 

Recall/Damage Policy                                                                                   

Client satisfaction is our primary goal. If you are not 100% Satisfied with your cleaning service, please do not hesitate to call us IMMEDIATELY! If we are contacted no more than 48 hours after services have been rendered, and satisfaction has not been met, we will send the crew back to address the complaint until the client is 100% satisfied with their service, for FREE. Discounts and refunds are not applicable for recall purposes. Please also note that GAC™ is not responsible for damages to items that are not properly displayed. For example, a picture frame that is not properly hung on a wall using not only a nail/screw, but a dry wall anchor as well. We are also not responsible for damage occurring in places susceptible to wear and tear that are necessary for us to handle to perform the cleaning. For example, handles used to open appliances, knobs on the faucets etc. The lifespan of such items is indeterminable and we cannot be accountable for damage following what is considered to be a necessary function to perform our job. Refunds for damages will be contingent on the depreciation of the item. If the item is less than 1 year old, a refund for replacement of equal value will be issued.

 

Refunds                                                                                  

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with GAC™. Please see our 48-hour guarantee if you are dissatisfied with your cleaning. There are no refunds for gift certificate purchases.

 

Special Requests

Our employees are very important to us, and we are very serious about keeping them safe. Therefore, they do not use ladders more than 2 steps high or move anything heavier than 35 lbs. These types of activities put our employees in danger of injury. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. For all special requests, simply give us a call to arrange for your request to be handled properly. Please be aware that the cleaners are not responsible for washing and folding laundry, or washing dishes.

 

Tipping

GAC™ does not require tipping, but it is a powerful way to say thank you to your service provider. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal.

Privacy Policy

What information do we collect on our site, and how do we use it?

We collect only the consumer's information volunteered by the consumer - such as survey information and/or site registrations, name and address, telephone number and the email addresses of those who fill out the free estimate form.

The information we collect is used to improve the content of our website, customize the content and/or layout of our page for each individual visitor, and used to create service estimates.

Opt-in: Submitting an estimate request and/or calling Green Apple Cleaning, Inc. to request an estimate are treated as an opt-in to receive service related follow up and information.

In our drive to provide excellent service, any requests for service estimates and information are treated with great care and great attention. It is our desire to answer your questions and make sure you receive what you were looking for when you contacted us.

If you supply us with your email address you will only receive communications related to Green Apple Cleaning related service and product offerings.

If you supply us with your postal address you will only receive periodic mailings from us with information on promotions, services or upcoming events.

Opt-Out: How do you opt-out of receiving future communications?

If you do not want to receive e-mail from us in the future, please let us know by sending us an e-mail at info@greenapplecleaningmd.com. You may also unsubscribe to future emails by clicking on the unsubscribe link contained within e-mails you receive.