Crystal Moon Cleaning Services - Customer Policy

At Crystal Moon Cleaning Services, we strive to provide our customers with excellent and reliable cleaning services. To ensure a smooth experience for both our clients and cleaning team, we’ve created this comprehensive customer policy. It covers everything you need to know when accepting our services, including your rights, responsibilities, and what to expect during the cleaning process. By reviewing and adhering to this policy, we can minimize misunderstandings and ensure a high-quality service. Below, we have outlined the most important points, followed by more detailed information.

 

1. Service Confirmation and Scheduling

• Advance Booking: All cleaning services must be scheduled in advance. We recommend booking your cleaning at least 24 hours before the desired service date to guarantee availability.
   

• Service Confirmation: After booking, you will receive a confirmation email or text with your appointment details. Please review it to ensure everything is correct.
   

• Cancellations and Rescheduling: If you need to cancel or reschedule your cleaning appointment, please notify us at least 24 hours before the scheduled time to avoid cancellation fees. Cancellations made less than 24 hours before the scheduled appointment may incur a fee.
   

 

2. Payment for Services

• Payment Timing: Payment for cleaning services can be made either after booking or upon completion of the service, unless otherwise agreed upon with our team. Payment must be received within 24 hours of service completion.
   

• Accepted Payment Methods: We accept various payment methods, including credit/debit cards, checks, and digital payment systems (e.g., PayPal, Zelle). Our team will inform you of the available payment options during the booking process.
   

• Additional Fees: In some cases, there may be extra fees for specialty cleaning tasks or areas requiring additional time or equipment. We will inform you of any additional fees before we begin the cleaning process.
   

 

3. Expectations and Scope of Service

• Clear Scope of Work: When booking your cleaning service, please clearly define the areas of your home or office you want cleaned. This helps avoid any confusion on the day of service and ensures that all tasks are completed as expected.
   

• Standard Service: Our basic cleaning services typically include dusting, vacuuming, sweeping, mopping, and cleaning of kitchen and bathroom surfaces. Please let us know if you require additional services like deep cleaning, or window washing of a certain hight. windows that are too high won't be accepted.
   

• Additional Requests: If you have specific requests or areas that need special attention (such as handling delicate items or cleaning specific surfaces), please inform us in advance. We will do our best to accommodate your needs.
   

 

4. Access to Property

• Customer Responsibility: In order to perform a thorough cleaning, our cleaning team needs full access to the areas to be cleaned. Please make sure that these areas are accessible and free of obstructions.
   

• Entry to Home/Office: If the cleaning appointment requires our team to enter your property without you being present, please make arrangements for access. This could be through a key drop-off, a lockbox, or providing entry codes for gates or security systems.
   

• Pets: If you have pets, please make sure they are safely contained or not in the cleaning area. This is for the safety of both your pets and our cleaning staff.
   

 

5. Property and Personal Belongings

• Valuable Items: We advise that all valuable items, fragile goods, and important documents are securely stored before the cleaning team arrives. While our team takes great care to handle your property, Crystal Moon Cleaning Services is not liable for any damage to items that are left in the cleaning area.
   

• Moving Items: Our cleaning staff will generally not move heavy furniture or items that are difficult to lift. If you would like certain furniture or items moved for cleaning purposes, please inform us in advance, and we can discuss whether this can be done within the scope of your service.
   

 

6. Special Instructions

• Communication of Special Requests: If you have any special instructions for our cleaning team (such as allergy concerns, specific products to avoid, or areas requiring extra care), please provide them when booking the service or well before the cleaning appointment.
   

• Specific Products or Cleaning Preferences: If you prefer that we use eco-friendly cleaning products, avoid certain chemicals, or follow a particular cleaning method, let us know ahead of time. We aim to meet your expectations.
   

 

7. Health and Safety

• Safety Concerns: The safety of our clients and staff is our top priority. If there are any hazardous materials, dangerous conditions, or potential risks on the property, please inform us ahead of time. This will help us take necessary precautions to avoid accidents.
   

• Cleaning Chemicals: If anyone in the household has sensitivities or allergies to certain cleaning products, please let us know in advance so we can choose appropriate cleaning agents. We are happy to accommodate requests for non-toxic or eco-friendly products.
   

 

8. Pets and Cleaning Areas

• Pets: If you have pets at home, it is your responsibility to ensure they are either secured in a separate room or kept out of the cleaning areas. While we will do our best to accommodate pets, it is safer and more effective for our team to clean without interruptions from animals.
   

• Pet Damage: Crystal Moon Cleaning Services is not responsible for any pet damage or behavior issues that may arise during the cleaning process.
   

 

9. Complaints and Issues

• Reporting Concerns: If you are not satisfied with any aspect of the cleaning service, please contact us within 24 hours. We aim to address any concerns or issues promptly to ensure your satisfaction.
   

• Resolution Process: If the service does not meet your expectations, we will arrange a re-clean of the affected areas at no additional charge, or we may offer a partial refund, depending on the nature of the issue. We are committed to ensuring that you are happy with our work.
   

 

10. Cancellations and Rescheduling

• Cancellation Policy: We understand that life can be unpredictable. If you need to cancel or reschedule your cleaning appointment, please notify us at least 24 hours before your scheduled cleaning. This helps us avoid disruptions to our schedule and allows us to offer the time slot to other clients.
   

• Late Cancellations: If a cancellation is made less than 24 hours before the scheduled service, a cancellation fee may apply. This fee helps cover the costs of rescheduling and lost time for our cleaning team.
   

• Failure to Cancel: If a customer fails to cancel or reschedule and our team arrives without being able to perform the cleaning, a "no-show" fee will be applied.
   

 

11. Services We Offer

Crystal Moon Cleaning Services offers a wide range of cleaning solutions. Some of our key services include:

• Residential Cleaning: Regular or deep cleaning of homes, apartments, and condos.
   

• Office Cleaning: Professional cleaning services for businesses, including daily, weekly, or monthly options.
   

• Move-In/Move-Out Cleaning: A deep cleaning service designed for new tenants or those moving out.
   

• Specialty Cleaning: This includes services like carpet cleaning, window washing, and post-construction cleaning.

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• Specialized Cleaning Services – From offices and commercial spaces to fridges and more, we handle the tasks that go beyond standard home cleaning.

 

12. Property and Liability Disclaimer

• Responsibility for Items: Crystal Moon Cleaning Services is not responsible for any loss, damage, or theft of property during the cleaning process. Please ensure that all valuable or fragile items are stored securely before our team arrives.
   

• Damage During Cleaning: While our team exercises the utmost care, we cannot guarantee that no damage will occur in the cleaning process, especially in high-risk areas (e.g., delicate furniture, appliances, or high surfaces). If damage occurs, please inform us immediately so we can resolve the issue.
   

 

13. Expectations for Service Quality

• Timeliness: Our cleaning teams are expected to arrive within the scheduled time frame. If there are any delays, we will notify you as soon as possible.
   

• Attention to Detail: We aim to deliver a thorough and professional cleaning experience. If you believe any areas were missed, please contact us immediately so we can address the issue.
   

 

14. Customer Rights

• Right to Cancel: You have the right to cancel the service at any time before the cleaning begins, provided you notify us in advance as per our cancellation policy.
   

• Right to Expect Quality Service: You are entitled to receive high-quality cleaning as per the scope of work agreed upon during the booking process. If the service does not meet your expectations, we are committed to resolving the issue.
   

 

15. Customer Responsibilities

• Provide Access: Ensure that our team can access all areas to be cleaned and that the spaces are free of obstructions.
   

• Inform Us of Special Needs: Let us know in advance if there are any special needs, allergies, or requests related to the cleaning process.
   

• Secure Your Property: Protect your valuable or fragile items before the cleaning service begins.
   

 

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By accepting our cleaning services, you agree to abide by the terms outlined in this policy. Our goal is to make your experience as smooth and hassle-free as possible. We are committed to providing top-quality cleaning services, and we believe that clear communication and mutual understanding will ensure a great experience for both parties.

For any questions, concerns, or clarifications, please don’t hesitate to contact us. We look forward to serving you and providing the best cleaning experience possible!