TICE POLICIES & PROCEDURES
Things You Need To Know!
TICE has placed our policies on this page just in case you may have some questions. Our main goal is to make sure we keep your home or business totally clean and hassle free. Policies and procedures helps us communicate to you the things we believe are important to our business.
Keys and Alarm Systems
TICE customers leave a key to their home at our office, and we take extreme measures to protect each key. We assign every customer key a security code and store it in a key safe. No identifying information is ever put on any key. Also for your safety, we do not return keys by mail.
If you have an alarm system at your home and it is simple to operate, you can give instructions on its operation to us in writing at our first visit. However, if your alarm system is complicated, we prefer that your alarm be left off on the day of the cleaning. Please refer to our breakage and loss policy for additional information.
Employees
Our employees are very important to us, and we are very serious about keeping them safe, so they do not use ladders more than 2 steps high or move anything heavier than 35 lbs. These types of activities put our employees in danger of back injury. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. For all special requests, simply give us a call to properly arrange for your need to be handled properly.
Cancellations
If it is necessary to cancel/skip any scheduled cleaning day, please notify TICE at least 2 business days before the scheduled day. We have a page on the website called Contact Us where you can use a form. You may also send the Office Manager an email at the address provided in your contract. That will allow us to reassign the service provider or team to another appointment. If we receives less than 2 business days' notice, or can't access your home, it will be necessary for us to charge the full price of your cleaning.
To ensure that all your needs are addressed, please correspond all requests and changes directly to your TICE office manager. Please do not communicate these important details with service providers. If for some reason you wish to terminate your Cleaning Service services, please be sure to submit this in writing to your TICE office or email on the website.
Arrival Notice
If you wish to wait for your provider to give them access into your home, please realize that we can give arrival windows of about 4 hours, such as 9 am -1:00 pm or 11am - 3:00 pm. Many things can affect our schedules, such as cancellations, lockouts or customers adding services. We want to save you time and not make you waste it waiting for us to arrive. Leaving a key at the TICE office is the most efficient way for you to provide your service provider access to your home.
Payments and Refunds
Payments
For your convenience, The Cleaning Service gladly accepts the following forms of payment: Cash, check, or Discover, MasterCard/Visa. Customers will be expected to pay for their cleaning at the time of service.
Refunds
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with TICE. Please let us know within 24 hours if you are dissatisfied with your cleaning and we will make sure it is corrected during your next service. If it is an important task then we will take care of it asap. There are no refunds for gift certificate purchases.
Tipping
TICE does not require tipping, but it is a powerful way to say thank you to your service provider. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal, or gift cards which are easy to obtain.
Pets
Tice believes. “safety is first, work is second”. Please make sure that your pets are secured either in a closed environment or under your control at all times. We never want one of our staff members to be bitten/scratched by a pet. We do not hire anyone who is afraid of animals, but Please don’t let your pet jump up on the staff members or “nuzzle” them. It can be an intimidating and uncomfortable feeling. Please keep in mind that In the event of a dog bite, it must be reported to the authorities and also the responsibility of the owner for all medical treatments. We care about your pets and our employees. We want an environment which is pleasant and safe for both.
Shoes
Footwear must be worn by the employees at all times. In the past, we have had some clients ask the staff members to remove their shoes. The staff is never allowed to remove their footwear. However, since we already carry an all-purpose cleaner & sanitizer, the staff can clean the bottom of their shoes before they walk through the house, if you wish. Shoe covers are not allowed either, as they are very slippery and may cause a fall.
Stepstools & Ladders, etc.
Since falling is the leading cause of accidents and injuries in the home, the staff members are not allowed to stand on anything which will raise them above floor level. That includes, stools, stepladders, chairs, counter tops and the like. We don’t want them falling and breaking anything on themselves, nor breaking anything of the client’s. Therefore, they are not going to be able to reach some high areas.
AC & Heating
During the extreme temperatures of Summer & Winter seasons particularly, it is very much appreciated by the staff members if the home’s temperature is more conducive to physical activity. If it is during the Would you please set the thermostat to a reasonable level for that day so that they are not too hot to perform their work properly – less than 78 degrees or cooler In the winter months, the recommended setting for comfort and efficiency is 68 degrees, or warmer.
Valuables, Money, & Firearms
Even though we hire honest people and conduct background searches on all Impeccable cleaners, we would love for you to put away all valuables. also,for the saftey of the Impeccable cleaner. If there are guns or ammunition in the home please have them put away.
Clear All Surfaces
Disenfecting and a cleaned surface is very important to Tice. In order for the Impeccable cleaner to clean the surface effectively please clear all bathroom counter tops, dressers, floors etc.
Thank you for your cooperation!