Customer Policy
OWNER & SERVICE AGREEMENT

Customer Policies

It is our goal to provide the highest level of professional cleaning. Our technicians are fully insured, background checked, and thoroughly trained in the proper use of all products and equipment.

Your house cleaning team will show up with all the equipment and cleaning products needed to make your home shine.

Our cleaners are trained to arrive at properties on time. However, it is Estes Park where there can be Elk Jams, and inclement weather and tourist-driven traffic that can impede arrival time. Please allow for a 30-minute window of grace for your cleaners to arrive. We reserve the right to close our office at any time, due to inclement weather.

SCHEDULE WITH NO RISK FOR HOURLY CLEANINGS

In the case of a first-time cleaning, or if it has been over a month since the last time we cleaned, we may schedule the cleaning hourly. Cleanings that are performed hourly are based on the priorities provided by the client, and the cleaners work to complete as much work as possible within the scheduled time. For a first-time or occasional cleaning, we recommend that our clients overbook rather than under book the time needed for their cleaning. Overbooking is risk-free since we only charge you for the time it takes to complete the cleaning. If you book a 6-hour cleaning and the cleaner is finished in less time, provided it is at least 2 hours minimum, you will only pay for the time in which the work was done. The risk of under booking is that the cleaning may not be completed. To ensure your cleaning is customized to your needs, please be as specific as possible when listing your priorities.

PAYMENT

Invoices are sent electronically: 

1. Private home cleans are invoiced weekly

2. Rental property cleans are billed monthly

We accept checks, credit cards, and ACH. Transaction fees for ACH and Credit cards are covered by Way Finder Cleaning without raising your rates. Of the two we do prefer ACH as that fee is a much lower cost for the company.  

A $35.00 fee will be charged for any returned checks, in addition to any other fees charged by the banks. In the event there remains an overdue balance, the account will be transferred to a collection firm and you agree to pay any and all attorney fees, court costs, and interest accrued in efforts to collect the overdue amount. Any and all legal means will be utilized to collect past due balances. All prior balances must be cleared, before the next service.

STARTING/ENDING TIMES

Charges begin once we arrive on the premises, which includes unloading the supplies and equipment from our vehicle and continuing as long as it takes to complete cleaning, including reloading the equipment and supplies.

FEE INCREASES

Way Finder Cleaning Services reserves the right to raise our cleaning fees at any time. In the first two months and occasionally thereafter, we monitor the cleaning time. If the cleaning time differs substantially from the original bid, we will contact you to discuss possible revisions in price or service.

LOCKOUT/CANCELLATION FEES

We understand schedules change. We ask that you contact us no later than 24 hours before your scheduled cleaning to cancel or reschedule. Cancellations later than 24 hours before are subject to a $50 cancellation fee. A 100% cancellation fee will be charged if we cannot gain access to your property on the day of service.  

Illness

If you suspect you or someone in your household is sick, has been exposed to or tested positive for COVID-19, please let us know as many of our cleaners provide services for high-risk clients in the Estes Valley community. Your safety and our team’s safety are of our highest priority.

EXTRA REQUESTS

We require prior notice for any special requests (i.e. deep refrigerator cleaning, post-construction, inside of the oven, inside the windows, the basement, garage, additional rooms) so we can plan ahead for the time required to complete them. 

DISHES

If there are only a few dishes in the sink, we will put them in the dishwasher or wash them. If you would like us to wash your dishes, please make sure you have scheduled this service in advance. This service is charged at the standard per-hour rate.

ACCIDENTS/DAMAGE

Due to the nature of our business, our staff is required to touch virtually everything in your home. Although we strive to be as careful as possible, if something gets damaged while cleaning your home, the staff is instructed to notify our office immediately. In the event an item is damaged or broken, we reserve the option of reimbursing the item’s present value, repairing it, or replacing it. Way Finder Cleaning will not be held responsible for damages caused by faulty or improperly installed items. If special care is needed for any items in your home, please let us know. Examples would be broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet, etc. All surfaces (marble, granite, wood, etc.) are assumed to be sealed so they can be cleaned easily without causing damage.

Something irreplaceable is the most tragic form of damage, whether it is monetary or sentimental in value. In order to protect these items, it is best to store them away on the cleaning day or to instruct us not to clean them.

There is a maximum limit of liability of five times the cost of service on the day when the loss/breakage occurred. Any damage needs to be reported within 24 hours of the service. In order to process a claim for damage or breakage, payment for the cleaning service is required.

Please secure cash, jewelry, and other small valuables.

Items excluded from liability include, but are not limited to Jewelry, cash/gift cards, one-of-a-kind items, items with sentimental value, art, and antiques.

PRE-HOUSE CLEANING PREPARATION

Before we arrive, it would be helpful if items were picked up from the floor and dressers, and counters. That way, the cleaning staff can do a more thorough job. During the winter months, it is appreciated if your sidewalk and driveway could be cleared so our cleaning professionals could gain access to your house safely. If for some reason you do not want a particular room cleaned, please let us know or just close the door of that particular room.

PETS AND PLANTS

We love Pets. If you have pets, please let us know about them. We ask that you secure any aggressive pets while we clean your home. If they are friendly, we will be happy to clean around them. Our cleaning professionals are instructed not to enter houses if they believe an animal is a threat.. Due to the individual care that plants require, we are not liable if we are asked to water them.

Aggressive or Disruptive Dog Policy:

At Way Finder Cleaning, our top priority is to provide you with a safe and efficient cleaning experience. To ensure the safety of both our team members and your beloved pets, we kindly request that you follow our policy regarding the containment of aggressive or disruptive dogs during our cleaning appointments. This policy is designed to maintain a secure and focused environment for our team members while also ensuring the comfort of your pets.

Policy Guidelines

Preparation Prior to the Cleaning Appointment:

If you have a dog that is known to be aggressive, anxious, or disruptive in the presence of strangers, please take appropriate measures to ensure the safety of our team members.

We recommend securing your dog in a separate room, a secure outdoor area, or using a proper pet containment system (e.g., crate or kennel) before our team arrives.

Informing Us in Advance:

When scheduling your cleaning appointment, please inform us if you have a dog on the premises, especially if the dog is known to exhibit aggressive or disruptive behavior.

Sharing any relevant information about your dog’s behavior will allow us to plan our cleaning strategy accordingly.

Team Member Safety:

Our team members are dedicated to providing the highest quality cleaning service in a safe environment.

An aggressive or disruptive dog can pose a risk to our team members’ safety, and we want to avoid any incidents that could potentially harm anyone involved.

Efficiency and Focus:

To ensure that we can complete your cleaning service efficiently and with the highest level of quality, it’s important for our team members to be able to focus on their tasks without distraction or concern for their safety.

Contingency Plan:

If a team member arrives at your home and encounters an aggressive or disruptive dog that has not been contained as per this policy, they may need to reassess the situation for their safety.

In cases where the dog’s behavior poses a risk, the team member may consult with management to determine the best course of action, which may include rescheduling the cleaning appointment and a cancelation charge.

How You Can Help:

We kindly request your cooperation in following these guidelines to ensure a safe and productive cleaning experience for everyone involved:

Secure your dog in a separate area, a secure outdoor space, or use a proper pet containment system before our team arrives.
Inform us about your dog’s behavior during the scheduling process.
If you anticipate any changes in your dog’s behavior or if you have any concerns, please let us know in advance.

By adhering to this policy, you’re helping us provide you with the best cleaning service possible while maintaining a safe and focused environment for our team members. We appreciate your understanding and cooperation. If you have any questions or concerns, please feel free to contact us.

ITEMS THAT WE DO NOT CLEAN OR TASKS NOT PERFORMED

We have instructed our staff to leave certain items untouched, such as litter boxes and items that contain body fluids. If your pet has an accident or vomits, it will be your responsibility to clean it up. We advise our teams to clean around these areas. Team members cannot climb higher than a step stool, work outside, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, and provide any children-related services.

GRATUITY

Although a gratuity is not expected or required, the team members certainly welcome it! A great way to show the team your appreciation is with a gratuity. The amount of gratuity is split equally among the members of your cleaning team. You may leave a cash gratuity for the team or add the gratuity to your payment.

INCLIMATE WEATHER

We reserve the right to close our office at any time, due to inclement weather. In case of severe weather, we may need to cancel your cleaning service for that day if we deem it unsafe to travel. When this occurs, we will do our best to reschedule. We ask for your understanding in rescheduling.

WE GUARANTEE THE QUALITY Of SERVICE

Providing outstanding cleaning services is our goal at Way Finder Cleaning. If you are unhappy with the cleaning service we provide, you must notify us within 48 hours in order for us to address and correct the issue. We promise to leave your home delightfully clean and fresh, every time. Our “Missed a Spot Guarantee”. If we miss anything, we will come back at no charge. We are proud to be able to work our magic in Estes Park and your satisfaction is our top priority.

If we do not receive notice of a problem within 48 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience.

When purchasing hourly cleaning, you should be aware that we can only guarantee a cleaner for a specified period of time. If time runs short, we may not be able to complete all tasks. If the issue is the amount of time needed to complete the cleaning service rather than the quality of the service itself, we can only resolve the issue if you purchase additional cleaning time.

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Our "Missed A Spot" Guarantee

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Way Finder Cleaning is happy to offer our “Missed a Spot Guarantee”. If we miss anything, we will come back at no charge. We are proud to be able to work our magic in the Estes Valley and your satisfaction is our top priority.

With our touch, your space is guaranteed a feeling of renewal and a new level of freshness! Take back your time with any one of our services. Relax and let us do your dirty work because your home, office, or rental deserves the best touch.