CUSTOMER GUIDELINES

Thank you for choosing Matos Cleaning! Below are the guidelines we ask our clients to abide by. These guidelines have been put in place in order to provide a safe environment for our cleaning teams and set clear expectations with our clients so that we can continue to make your home sparkle for years to come! Please review and sign before your first cleaning and let us know if you have any questions!

How to Prepare for Your Cleaning:

We are thrilled to come clean for you and want to be able to leave your house sparkling. In order for us to be able to provide the highest quality cleaning possible, we would just ask for you to do a couple things to prepare for our arrival. Please put away anything that would inhibit us from cleaning certain areas, such as loose papers, dog toys, children’s toys, etc. Please make sure all dishes are put away so that we are able to thoroughly clean your kitchen. In addition, make sure anything of a sensitive nature, valuables, or breakable items are put away (please refer to damage and breakage section below).

Initial Cleaning Estimate:

We take many variables into account when we give an initial cleaning estimate but due to it being given over the phone or online, it may be subject to change. Our cleaning teammates will let us know if extra time is needed to perform our full scope of service in your home. Matos Cleaning will call you about an hour before your initial clean is scheduled to be completed and let you know if the home will require extra time due to things like higher dirt level than anticipated, high number of knick-knacks/trinkets, etc. You will have the option to approve the extra time or stay within your original estimate, understanding it will be left incomplete.

Working in Your Home:

Our cleaning teammates need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. In the event the cleaners are not able to work without distractions that affect their ability to work at their normal speed, Matos Cleaning reserves the right to charge for their extra time spent in the client’s home.

If for any reason a cleaning teammate of Matos Cleaning feels that their personal safety is in danger enough to leave the job site due to actions by the client, client’s guests, or animals, the client will be liable for the full cost of the service.

If you smoke in your home, we will just ask that you refrain from smoking around the cleaning teammates due to smoke allergies. Thank you so much for your understanding!

Biohazard:

Our cleaning teams’ safety and health are of the utmost importance to us, so we ask for you to let us know if there are any potential bio-hazard situations. These can include mold, rodent or bug infestations of any kind, or human or pet urination or feces. If a bio-hazard situation is evident, our teammates will not be able to service your home and you will be charged the full rate of cleaning. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved.

Safety:

Our number one concern is for the safety of our clients and our cleaning teams. Matos Cleaning is insured and bonded and cannot perform any cleaning higher than a three-step ladder. Any heavy or large furniture must be moved away from the walls in order to clean behind them. Our cleaning teams will not move furniture, in order to prevent damage and remain safe.

Time of Service:

It is very difficult to commit to an exact arrival time (apart from first thing in the morning) because of our ever-changing schedule, uncontrollable traffic conditions, and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:00 a.m. and 5:00 p.m. and will strive to be at your home within a two-hour window of the estimated time given to you (estimated arrival time +/- 60 minutes).

Entry to Your Home:

We have 3 entry options we can work with:

The client may opt to be home to allow access to their home the day of the service. Please prepare for your cleaner to arrive. If no one is home or our cleaners are turned away for any reason, you will be charged half the service price for that day.
The client provides a garage door opener or code to gain access to the home. In the event the code given is not correct and cleaners cannot gain access to the home, the client is responsible for the lockout, and a cancellation fee of half the price of that day’s service will be charged.
The client can purchase a lockbox to place a key inside and provide Matos Cleaning with the passcode. In the event the key is not in the lockbox or the code does not work when the cleaners arrive to clean the home, the client is responsible for the lockout, and a cancellation fee of half the price of that day’s service will be charged.

NOTE: In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Matos Cleaning will not be held liable for any damages or theft to the client’s home.

Home Alarm Systems:

Matos Cleaning will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home.

Schedule Changes or Cancellation of Service:

In the event that you reschedule, skip, add, or cancel your service, we ask that you give a (48) hour notice. Without a (48) hour notice, you will be charged $50 for your cleaning reservation as this is a time slot that could have been provided to others. Cancellations on the same day of service for any reason will be charged 50% of the rate of service. All cancellations must be made through our office by phone/text at +1 (845) 665-3410.

NOTE: All cancellations will also cause the rate for your next cleaning to increase to the next level [example – if you are serviced weekly and you skip a service, you will have to pay the bi-weekly rate for your next cleaning; if you are serviced bi-weekly and you skip a service, you will pay the monthly rate for your next cleaning]. This consideration is made for the additional time spent at each service frequency.

Payment:

Payment will be discussed to the manager.

Price Changes:

Matos Cleaning reserves the right to reevaluate rates at any time based on the amount of time it takes to perform our services and meet each client’s expectations. Clients will be given advance notice of any price increases or changes.

Quality Control:

Matos Cleaning needs your feedback! You will receive a quick, one-question survey after each cleaning asking you to rate our service. These surveys are very valuable to us and give us a way to address any training opportunities as well as recognize our rockstar cleaners based on client feedback. We may also request to perform quality checks by a quality control manager to make sure you are receiving consistently fantastic service! All quality checks take place during the final phase of cleaning and are subject to customer approval.

Pets:

We love our clients’ pets! But for their own safety and the safety of our cleaning teams, please put your large or skittish pets in a secure area of the home or garage. Our cleaning teams cannot clean animal feces of any kind in order to prevent cross-contamination between homes.

Breakage:

It can happen when you least expect it! Our team takes great care when cleaning your home, but occasionally accidents do occur. If you notice any breakage/damage, please notify us immediately so that we may take appropriate action. Matos Cleaning can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, or damage that is caused by “normal wear and tear.”

Curio cabinets, figurines, glassware, and items of extreme value or sentimental value should be cleaned by the client. If any damage or perceived damage is noticed after the cleaner has left, the customer must notify Matos Cleaning within 24 hours. If the item is $100 or less, Matos Cleaning will cover the replacement

Other examples to note, outside of Matos Cleaning Services liability:

•Carpet & Rug Snags – Carpet snags are the result of exposed loops caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller brush. We use Panasonic and Shark vacuums that are set to industry standards (which cannot be adjusted). In order to limit snags or fraying, we will try our best not to go near the bad areas of carpeting/rugs.

•Broken Blinds – Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks.

•Improperly hung pictures/decorations/mirrors – If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.

•Artwork, Collectibles or Family Heirlooms valued over $200 – These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.

•Woodwork, Vintage/Antique Wood Furniture, Un-finished & Furniture with Special Instructions – Please let us know during your booking if your woodwork, wooden furniture or vintage wooden furniture is not sealed or is made of another material other than actual wood. Please discuss your furniture care needs with specifications as per item if they need special attention in anyway. If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us via email of the preferred product(s) you will provide us with.

Damage:

Client should point out any existing damage during walkthrough and before service begins.

Matos Cleaning Services is sometimes called in to correct damage that was already there or that another cleaning company was responsible for. In this case we may require that the client sign off on a pre-existing damage waiver. In areas of the home with extreme clutter Matos Cleaning Services reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning teammates.

Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.

To ensure a smooth cleaning service, please make sure to have all necessary cleaning products, paper towels, and trash bags readily available at your home before the cleaners arrive.
If you are unsure about what supplies are needed, always confirm with Matos cleaning services.

Waiver of expertise: We are not tile, grout, carpet, stone, flooring, caulking, sealing, paint, plumbing, metal, electrical, or upholstery experts. Our professionals are trained to clean and sanitize. While our professionals are trained in methods of cleaning a variety of common household surfaces, our professionals do not treat or restore damaged materials and surfaces. If you need a specialist, we are always happy to recommend one.

Our Service Guarantee:

We want you to be absolutely delighted with the cleaning service! We take pride in our work and offer a 100% satisfaction guarantee. Report any concerns to our office at 845-665-3410 or to matoscleaningservices@yahoo.com within 24 hours after the service. We will return and re-clean the area(s) of concern at no cost to you.

Please note this is not a binding contract, services may be terminated by either party at any time. These guidelines have been put in place in order to provide a safe environment for our cleaning teams and set clear expectations with our clients so that we can continue to make your home sparkle for years to come!

CUSTOMER GUIDELINES

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