Policies

Payment is due before or at the time of service. Please make your check out to: 

Eastern Shore Green Clean,  or our DBA name, ESGC.  

A $10 per day late fee will be accessed for late payments; returned checks are subject to a $35 additional penalty. Accidentally forget to leave out a check? You may pay by PayPal or Venmo (ask us for the link) if paid before or at the time of your clean. Please keep in mind we do charge an additional 3% fee to use this service. Payment must be made before we begin working on your home. If the Crew has arrived but cannot begin work, a $75 cancellation fee will apply.

*Move In/Move Out Cleans for current ESGC Clients - payment is due on day of service, before service begins. For NON-ESGC Clients: a $100 non-refundable deposit is required to hold your spot. Balance is due on day of service, before service begins.

As we get closer to your scheduled appointment, we will send out a reminder. This is a courtesy text or email that shows that we intend to come at the scheduled date and time. If you do not reply, we will still come unless told otherwise. Your reply to confirm is appreciated.

We know people get sick and emergencies happen, and we will do our best to work with you when they do. However whenever possible, if you need to change your appointment with us please give us at least 48 hours advanced notice. First time cancellations for Regular Cleans made later than 24 hours of our scheduled cleaning appointment will be subject to a $75 cancellation fee. Cancellations for Deep Cleans made later than 24 hours of our cleaning appointment will be subject to a $150 cancellation fee. Cancellations for Move In/Move Out Cleans made later than 24 hours of our cleaning appointment will be subject to a $175 cancellation fee. Subsequent cancellations or lock-outs made later than 24 hours of our scheduled cleaning appointment will be subject to the full cleaning fee. 

If the Crew is en route or has arrived at your home but cannot enter (you have forgotten and are not ready, or there is no way to enter the home), a $75 lock-out fee will apply. Subsequent lock-outs will result in the cancellation of future services.

We are fully protected and we want you to feel the same. Our license and liability insurance protects us for only the services that we offer. Please keep in mind that we are unable to do the following:

• Climb on ladders or step stools higher than two steps.
• Move heavy furniture like dressers, heavy couches, and the like. (Additionally, we would not want to damage your flooring in the process.)
• Move heavy appliances like refrigerators, ovens, washers, dryers, etc. (If we are doing a Move In or Move Out Clean for you and you would like the floors cleaned underneath these appliances, we are happy to do that if you or someone else pulls those appliances out for us.)
• Clean the fronts of televisions and/or computer screens. (We can dry dust them, but we will not use cleaning products as this may void warranties that you may have.)
• Clean up biohazardous waste such as blood, vomit, or pet urine or feces. We are also unable to clean up human urine/feces that is beyond the scope of regular housecleaning (ie. significant amounts outside of a toilet). 
• Remove mold or clean damage as a result of fire.
• On Regular Cleans: Dust surfaces above an arm's reach that cannot be dusted with a long duster
• Use equipment/products that we are not licensed or trained in using.
• Clean the exterior of your home (including exterior windows).

Our Clients love before and after photos, and we do, too!  Occasionally we take photos to showcase our work, to protect us for liability, and to use for training. The photos are taken in close range as to not identify any individual's home. As always, our Clients' privacy is very important to us.

 We are a professional housecleaning service company. From time to time, we will be asked to do things that are outside of our scope of knowledge, ability or license. A prime example of this is flooring. While we we will thoroughly clean your floor, there are cases where an expert flooring specialist may be needed that has the equipment, training and expertise to refinish, deep clean, restore, and/or seal hardwood or tile floors and grout. The same is true for showers or baths where re-grouting or tile work is needed, We will point out any of those that we see during the quote and/or cleaning process, but feel free to ask us as well. We are focused on doing the best cleaning job we can do. For restorative work, other professionals may need to be contacted. We have great referrals in the industry and we are happy to pass them along to you. 

ESGC will never sell nor share your information with outside companies or third parties.

All private information (name, address, phone number, key pad codes, keys, and credit card information) is held in the strictest confidence. Protecting our Clients' personal information is of utmost importance. 

We love a schedule, and we know our Clients do, too! If you have scheduled with us, you can plan on that day/time slot going forward. Presently we offer weekly, biweekly and monthly (every 4 weeks) appointments. 

We know trust is important to our Clients, and we aim to add to that by having the same Team come each time. That being said, if a Team Member goes on vacation, is sick, or is no longer working with us, we will notify you of those changes and send a trained substitute to take that Member's place.

Every Team Member we employ must successfully pass a Background Check, and complete our 30-Day Training Program. 

We like to arrive on time. If you have a morning slot (8:30 AM, for example), then you should expect the Team to arrive at that time to begin working. If you have an afternoon slot, then the Team will arrive as soon as they wrap up their morning client's home (usually between 12-1 PM.) The Team can text you if you prefer to let you know that they are on their way. We know that problems can arise (flat tire, traffic, snow, etc.), and we will communicate those with you as we learn of them.

We understand if things come up and you need to pause your housecleaning schedule with us. We are happy to hold your spot for as long as we can. If for any reason you need to skip more than two regularly scheduled cleanings, it may take us more time to get your home "back" to the cleaning level we had reached with regular cleaning. If this is the case, we will notify you if we anticipate your next cleaning to take a little longer to catch back up. Typically, a $20-$65 fee will apply (depending on the size of the home) to cover extra labor time costs.

We value your feedback. If we have made an error or if something was cleaned incorrectly, please communicate within 24 hours of your clean so that we may offer a resolution and make it right.

We are excited to earn your business and will work hard to do so! If you are happy with the service you received from us, would you kindly leave us a 5 Star review on our Facebook page and on Google?  We appreciate your business!

Join in on our Referral Program! For every friend or family member that you refer that receives a cleaning from us, you will receive a $10 Referral Credit!