CUSTOMER GUIDELINES
Customer Guidelines Thank you for choosing Red Services and Solutions! 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 employees 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!
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How to Prepare for a First time Cleaning and Standard 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 of 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 the vacuum is accessible and anything of a sensitive nature is put away.
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How to prepare for your Move-in/out cleaning:
Your home should be free of all personal items and furniture. Our Move-in/out cleanings are very detailed and require us to have access to every inch of the home. There must be running water and electricity for us to clean. We also require the home to be at a comfortable temperature. *there will be an additional charge for homes without running water and/or electricity.
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Technology:
Red Services utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder via email or SMS two days prior to service as well as a reminder text the day before. Please make sure to confirm to the SMS and please note you have the option to opt-out of these. You will also receive a follow-up survey via email after each cleaning. No cash or checks are accepted, and all services will be billed to the card on file. Our cleaning techs clock in and out from our scheduling app on their phones, and GPS coordinates are registered at the time of input. This is to make sure they have arrived and left safely.
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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, our cleaning technicians will let us know if extra time is needed to perform our full scope of service in your home. Red Services will call or message you about an hour before your initial cleaning is scheduled to be completed. They will also let you know if the home will require extra time due to things like a higher dirt level than anticipated, a high number of knick-knacks/trinkets, etc. You will have the option to approve the extra time or to stay within your original estimate, understanding it will be left incomplete. Red Services will never charge your card for any extra time without your consent.
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Working in the Home:
The cleaning techs 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, Red Services reserves the right to charge for their extra time spent in the client’s home. If for any reason a cleaning tech of Red Services feels that their personal safety is in danger enough to leave the job site due to actions by the client or the client’s guests or animals, the client will be liable for the full cost of the service. If you smoke in your home, we would just ask that you refrain from smoking around the cleaning technicians due to smoke allergies. Thank you so much for your understanding!
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Things our cleaners do not clean:
1. Bodily fluids, blood, urine, or feces. We are not trained or certified to clean these types of materials.
2. Any home with insect infestations. If an infestation is identified, the cleaners assigned to your home will leave. You will be contacted immediately, and our standard cancellation fee will be charged.
3. Chandeliers
4. Washing walls
5. Remove paint
6. Clean animal waste
7. Move or lift items weighing over 20lbs
8. Empty diaper pails Biohazard:
Our cleaning technicians’ safety and health are of the utmost importance to us, so we ask for you to let us know if there are any potential biohazard situations. These can include mold, rodent, or bug infestations of any kind, or human or pet urination or feces. If a biohazard situation is evident, our technicians 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.
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Safety:
Our number-one concern is for the safety of our clients and our cleaning technicians. Red Services is insured and bonded and cannot perform any cleaning from anything higher than a three-step ladder. Any heavy or large furniture must be moved away from the walls in order to clean behind them. In order to prevent damage and remain safe, our cleaning techs will not move furniture, appliances, or other heavy objects.
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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 and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:30 a.m. and 6:00 p.m. and will strive to be at your home within a one-hour window of the estimated time given to you.
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Entry to the Home:
We offer three entry options to choose from:
1. The client may opt to be home to allow access to their home on the day of the service. The client will please prepare for the cleaner to arrive. If no one is home or our cleaners are turned away for any reason, the client will be charged half the service price for that day.
2. The client provides a garage door opener or code to gain access to the home. In the event the code given is incorrect 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 to the client’s credit card on file.
3. The client can purchase a lock box to place a key inside and provide Red Services with the passcode. If for any reason the key is not in the lock box 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 to the client’s credit card on file.
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Parking:
Our customers are responsible for providing free parking for our cleaners. Parking must be within a 2-minute walk to the home. If parking is not available to the cleaners, and we are unable to reach you, your appointment will be canceled/and or rescheduled. In the event that this happens, you will be charged our standard cancellation fee.
NOTE: In the event the client chooses to leave a door unlocked or to place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Red Services will not be held liable for any theft or damages to the client’s home.
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Home Alarm Systems:
Red Services will not be liable for any false-alarm charges due to code changes not brought to their attention before servicing the home. Schedule Changes.
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Cancellation of Service:
In the event that you reschedule, skip, add to, or cancel your service, we ask that clients give a 48-hour notice. Without a 48-hour notice, the client will be charged 25% of the cleaning. Cancellations on the same day of service for any reason will be charged half the rate of service. All cancellations must be made through our office.
NOTE: All cancellations will also cause the rate for your next cleaning to increase to the next level. (Example: if a client is serviced weekly and skips a cleaning, the client will need to pay the biweekly rate for the next weekly cleaning. If a client is serviced biweekly and skips a cleaning, the client will pay the monthly rate for their next cleaning.)
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Payment:
Red Services has a “no pay/no-clean” policy. Payment is due in full on the day of the service. The cleaning technicians do not handle any form of payment. Red Services requires a credit or debit card on file at the time of booking. Your card will be charged the morning of your cleaning before service. If the card is declined, payment information must be updated with our office before the service will be performed. In addition, a cancellation fee equal to half the service cost will be added if the information is not updated the same day, which results in canceled service. For a first-time cleaning, the client’s card will be charged half the service price before arrival, and the remainder after service is complete due to the fact that a first-time cleaning price is an estimate and cannot be confirmed until about halfway through the service. Tipping the cleaning techs is never required but always appreciated. Thank you in advance if you choose to do so.
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Price Increases:
Clients are given advance notice of any price increases. Red Services reserves the right to raise prices at any time.
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Quality Control:
Red Services 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 employees based on client feedback. Please expect random quality checks to happen on your home 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.
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Pets:
We love our clients’ pets! But for their own safety and the safety of our cleaning techs, please put your large or skittish pets in a secure area of the home or garage. Our cleaning technicians cannot clean animal feces of any kind in order to prevent cross-contamination.
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Breakage:
It can happen when least expected! Red Services can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc. Curio cabinets, figurines, glassware, and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaning techs, Red Services will pay up to $100 per item or replacement cost when the value is verifiable. The client needs to save the broken item for Red Services to inspect.
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Damage:
The client should point out any damage to surfaces during the walkthrough and before the service begins. Red Services is sometimes called in to correct the 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 surface damage waiver. In areas of the home with extreme clutter, Red Services reserves the right to skip those areas in order to avoid damaging items or injuring the cleaning techs. 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. Red Services uses nontoxic, eco-friendly products that do not stain or warp any surfaces. If you would like us to use your products instead, please understand Red Services will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning techs, bleach will not be used even if requested.
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Non-Solicitation of Employees:
When a client enters into an agreement for services with Red Services, the client understands that they will pay a $3,000 training fee to Red Services if they engage in a working relationship directly with any employee of Red Services during the course of service or withing one year of the services ,other than through Red Services.
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Our Guarantee:
We want all of our clients to be absolutely delighted with the cleaning service! Report any concerns to our office at 772-277-0019 or to ellen.m@redservices4you.com within 24 hours after the service. We will return and reclean the area(s) of concern at no charge. Vacuum Use Liability Waiver In order to prevent cross-contamination and avoid transferring pet dander into a home with allergies, Red Services prefers to use the client’s vacuum. If the client does not own a suitable vacuum, our cleaning techs can bring one if necessary. We train our employees to use care when using our customer’s vacuum cleaner. But we also understand that belts and cords break, bags don’t get emptied, and sometimes they just stop working for no apparent reason. We will perform a four-point check on a client’s vacuum cleaner before each use:
1. We will check the bag for replacement.
2. We will check the cord for cuts.
3. We will check the filter for replacement.
4. We will check the condition of the shell of the vacuum.
This is important because if the vacuum cleaner is not in working order when we arrive to clean the client’s home, we will not be able to perform any vacuuming of carpet or hard floor surfaces. Red Services will not be held liable for any repairs to the vacuum cleaner. However, if Red Services damages the customer’s vacuum while using it due to misuse (not including items that will wear out or are in need of ongoing maintenance), we will repair or replace the customer’s vacuum cleaner.
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Red Services Company details
Red Services and Solutions Corp FEI/EIN 88-2199989 15155 95TH Street Fellsmere, FL 32948
Main Phone Number: (772) 277-0019
Notification SMS number: (855) 933-3313
Office Number: (727) 977-8817