Ensuring that Platinum Residential Services provides the best service means that we work with you to customize service plans and work for you to make your property look dazzling. To ensure optimal success, we have some policies in place.
Please read through our policies to familiarize yourself with how we work and what we can offer to you. Our guidelines offer a more in-depth look to your experience with Platinum Residential Services.
Traffic, rain, changing schedules, assignments that take longer or shorter than expected are all reasons why are unable to commit to specific start times. Not holding us to specific times goes a long way in alleviating stress for you and our house cleaning crews. Estimated arrival times will not be provided so we can focus on quality.
Breakage & Damages
We will be happy to clean any items you desire, including fragile items that are held within curio cabinets. Any item that holds monetary or sentimental value will be given extra care, but we will proceed with the cleaning of such items by having the following release of liability in effect: Client hereby releases Platinum Residential Services from all liability arising out of cleaning these items. Client understands that he/she is completely responsible for repairing or replacing any damaged item or items even if Platinum Residential Services may have caused the need for repair or replacement.
Sometimes life throws you curve balls that cannot be avoided. We understand that life sometimes puts extenuating circumstances in your path that can make current appointments a hassle to keep. This is why the staff at Platinum Residential Services encourages all of our clients to make the effort to contact us if the need arises to reschedule or cancel any appointment. We can be contacted via telephone or email.
Cancellations must be made forty-eight (48) hours prior to our scheduled appointment. If the advanced notice is not possible, please continue to make the effort to call and let us know the circumstances. Any cancellation that is made within the standard 48 hour window of time will accrue a $50.00 fee to your account. For any cancellation that is made within 24 hours of our scheduled arrival, a $100.00 fee will be applied to your account.
Home Access Policy
At Platinum Residential Services, there are three different options available for clients to choose that gives your team access to your home.
- Clients may opt to keep the key to their home in their own possession and be available in the home at the scheduled cleaning time. Appointment times are set in a time range, not an exact time, so if no one is home when the cleaners arrive, a cancelation fee will be charged to your account.
- The client may provide Platinum Residential Services a key to the home. Keys are kept in a secure location at all times. The key will be given to your cleaning team on the day of the appointment, and it will be returned directly after the cleaning is finished. Keys will not be linked to any personal information for the protection of our clients, and each key will be cross referenced in case a situation arises and the key is lost. If the cleaning agreement is terminated, your key will be returned to you within 48 hours or the last cleaning.
- Clients may choose to purchase a real estate lock box from a local hardware store. Applying this box to your home will allow access to the key to your home if you know the code. Make sure to supply Platinum Residential Services with the correct access code.
Any client that has a security system will be asked to devise a separate security code for the cleaning staff that will track the entry and exit activity. You will not have to deactivate the security system on the days the cleaning crew is scheduled to arrive at your home, simply contact your alarm company and ask them to issue a code for the team coming to clean your home.
If the client decides to leave the home unlocked or place a key in an unsecured location for the cleaners to gain access, the client releases Platinum Residential Services from all liability on the premises that may arise. The client will be fully responsible for any damage that occur before or after the cleaning crew leaves the property.
Extreme Weather Conditions
We are always eager to please and to set up regular appointments. However, we do follow the local school districts in snowy or icy conditions. If the schools are closed are delayed, then we are as well. We strive to be preventative and see delays before they arise. As a result, we can reschedule earlier. When the weather isn’t enough to stop Platinum Residential Services, we effusively appreciate a shoveled and salted walkway to the door.
We want all of our clients to be happy with the services provided by Platinum Residential Services. We fully stand behind our services and offer a 24 hour guarantee that if any spots are missed or you are unhappy with the services rendered by Platinum Residential Services we will return to clean the unsatisfactory work free of charge.
All clients are required to have a credit card on file at Platinum Residential Services. We accept credit card payments in the form of Visa, MasterCard, or Discover. If you prefer to make a payment in the form of a check, we do accept personal or corporate checks. All payments in the form of checks should be made out to Platinum Residential Services. Payments are expected prior to the arrival of your team at the home, unless other arrangements have previously been made.
Any client that signs on with Platinum Residential Services agrees not to solicit any staff members that are introduced to you by Platinum Residential Services for any home related services. If it is discovered that you have solicited one of our domestic personnel, Platinum Residential Services will charge you a referral/training fee of $2,500.00. In addition, your service, and the maid will also be immediately terminated from our workforce.
The staff at Platinum Residential Services love pets. We honor and respect that any animal in your home is a part of your family, regardless of whether they have fur, feathers, or scales. If your beloved pet is accustomed to going outside, we ask that you place them outdoors if the weather permits before your team’s arrival. If you have pets that cannot go outdoors, we ask that they either be isolated in an area of the home where our staff will not be entering or place them in a pet friendly cage or carrier. Taking this step protects your pet from the possibility of being stepped on by mistake or accidentally let outside while your team is doing their work.
Quoted Price Policy
Quoted prices are not set in stone. These quotes are meant to be an estimate of what the job will cost, not an exact dollar amount.
Platinum Residential Services reserves the right to incur price increases at any time, but as a courtesy to our current clients, annual rate increases are the only increases you can expect to receive.
Rescheduled, Skipped, or Missed Service Policy
Life happens, and sometimes circumstances occur that force us to reschedule an appointment. Do everything possible to contact us as soon as you are aware that you cannot keep the appointment. Platinum Residential Services can be contacted by telephone or by email anytime a cancellation is required or an appointment needs to be rescheduled.
We do ask that any changes made are done at least forty-eight (48) hours prior to the time we are to arrive at your home. If a change does occur within that 48 hour time frame, a fee of $50.00 will be added to your account for the inconvenience. If the service change is requested with less than 24 hours until the scheduled appointment time, a fee of $100.00 will be added to your account.
It is to your advantage to straighten up the area you wish to be cleaned as much as possible so that we can optimize our time cleaning. Platinum Residential Services does provide a light straightening of the area, but any space that is extremely cluttered will hinder our ability to clean those areas. If necessary, your team will clean around the overly cluttered areas and notify you as to why the area could not be completed.
In addition to this small limitation, there are other precautions we must take when cleaning your home:
- We do not climb on anything higher than a four step ladder.
- We cannot lift any furniture that weights over 50 pounds. If furniture cannot be moved, we will try to clean any visible area with an extension duster.
- Any area of the home that can be considered a potential bio-hazard will not be cleaned. This includes things such as emptying or cleaning litter boxes and cleaning any type of animal or human feces.
The same team will come to your home for each scheduled appointment, unless a team member is out due to a sickness or a vacation. This allows the team members to become familiar with you and your family members or pets. Your team will be accustomed to your home and your personal needs, while also being able to locate items within the home that may make the job easier to complete.