Client Policies - Cobalt Clean

 Cobalt Clean Client Policies

Cobalt Clean Las Vegas has policies we adhere to in order to maximize the effectiveness and safety of our team. We have listed them below for your convenience as well as for communication as to what is expected when service is rendered. Keep in mind these policies are binding to our service agreement and you choose to accept and adhere to them upon agreement of service.  

 

Cancellation Policy

 

We understand that schedules change and we do our best to comply with your schedule. However, we do reserve our availabilities for our customers once bookings are confirmed and we do not overbook slots. In order to pay our awesome staff, we must have a cancellation policy in place as we do pay them for their time as well as compensation for travel. 

Confirmed bookings are final and the assumption is that we will arrive on the scheduled arrival window at the address on file. Bookings can be modified, rescheduled, or cancelled by the customer up to 24 hours in advance of the booking window. This is free of charge and can be done in the client portal.

However, any confirmed booking that is modified, rescheduled, or cancelled within 24 hours of the scheduled booking time will be charged a $50 late cancellation fee. This is to ensure we can pay our staff for travel, time, and losing that reserved availability for the day. 

 

Same-day Bookings

 

The majority of our bookings are scheduled in advance. However, in some scenarios we do accept same-day appointments if and when the schedule allows. We will not cancel existing bookings in favor of new ones. Clients that already have a confirmed appointment with us should feel peace of mind that they are priority over new ones. Should a new appointment slot become available, we do accept same-day bookings and charge a $50 fee on top of the appointment cost for sending out our cleaner(s) on short notice.

 

When will I be charged?

 

It is our policy to charge cards on file only after service is complete. However, for our protection and to send our staff out on jobs, we must keep a card on file and we do place a hold on it prior to sending our cleaners out. This is typically the night before or the morning of the appointment. The hold is not an actual charge, but just a means that our payment provider Stripe uses to ensure funds are available. The card is then charged after service is complete.

 

Additional work/time needed

 

On some occassions, a job may take longer than expected for the size of the home. We use our professional estimation and experience from cleaning hundreds of homes in varying sizes to provide a proper and accurate time estimate for the job. If our staff arrive and the home is in significantly worse shape or otherwise may take much longer than what is estimated, we give two options:

 

1) Continue the work and be billed at our hourly rate past the time estimate

2) Stop work at the suggested time estimate

 

Both options are intended to provide the client with the best experience possible. The client is able to decide whether they would like to be billed additionally for the extra work or instruct our staff where the main focus of the house cleaning should be.

 

Accessibility of home, apartment, condo, or office

 

Please be absolutely certain your home is accessible to our cleaning crews. We operate under the assumption that we will arrive within our time window, the address is full and complete, and the house is accessible once we get there.

 

If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit and/or provide us with a code to access the property.

 

If our cleaning crews are unable to access your home within 30 minutes of arrival, or if our crew is turned away when they arrive (for any reason), a cancellation fee of $50 and up to 50% of the bill due for the service that would have been applied will be applied. 

 

Client readiness

 

While homes may vary in organization and cleanliness, we expect our clients provide a safe and navigable environment in order to maximize the productivity of our technicians. 

 

Please remove all items, clothing, toys, etc away from areas that you would like our cleaning technicians to service.  Any items that may delay the efficient cleaning of your home will need to be put away. If you prefer that our cleaning technicians remove these items for you, we will be happy to do so but keep in mind our time estimate policy. If we spend more time moving things out of the way for you, this may take time away from cleaning other areas of your home. You may also incur additional billing time.

 

We also do not lift objects that weigh greater than 50 pounds off the ground. 

 

If you have any irreplaceable, collectable or expensive objects, we ask that these items be secured or put away in order to avoid painful accidents.

 

Safety of children and pets

 

For the safety of your children, we ask that they be supervised while our staff and equipment are present in your home.

 

Please secure all pets that are dangerous to our employees inside and outside of your house. Cobalt Clean cannot be responsible for cleaning up after pets.

 

Damage

Cobalt Clean is not responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require this type of attention. The cleaning crew will immediately notify the client of any accidental damage that occurs during each job. In the event that the client finds any damage in the home as a result of our cleaning service, we ask that you notify Cobalt Clean within 48 hours after service. If notification is made past the 48 hour time period, Cobalt Clean reserves the right to deny compensation. 

 

Out-of-range service requests

 

We strictly and solely provide house cleaning services. We believe we are the best team in Las Vegas for house cleaning. However, we are not magical workers and some service requests are out of scope due to safety, injury, hazardous, or other reason. These out-of-range requests will be politely declined in order to ensure the top safety and compliance of our staff.

 

We do not clean outdoor areas. This includes exterior windows, non-shaded porches, balconies, driveways, exterior walls, exterior ground surfaces, or roofs. On some occassions we may organize your garage or other shaded areas. 

 

We do not clean animal or human waste/feces. This poses a significant hazardous risk to our staff. This is out of service and if this is present in your property when we arrive, we reserve the right to cancel the appointment. Please ensure that any animal or human waste is disposed of prior to our arrival. If we do not cancel the appointment, we will clean around the area surrounding the waste but our cleaning technicians are prohibited from touching or cleaning waste.

 

We do not carry or transport client trash. If your trash bins are not immediately accessible by our staff, your trash bags will be placed near the front door or gate after service is complete.

 

We do not carry or lift objects greater than 50 pounds. This poses a significant injury risk regardless of which cleaning technician we send. To comply with safety regulations, we prohibit our technicians from lifting any object greater than 50 pounds.

 

We do not clean or remove permanent stains. Our cleaning technicians have been instructed to do the best they can in scrubbing, treating, and removing stains present in the home. However, if we cannot reasonably remove a stain, that stain is considered permanent and un-removable and we will move on to different areas of the home. 

 

Service guarantee

 

It is our sole mission to provide the best house cleaning experience in Las Vegas. All cleaning technicians are thoroughly trained around this mission. Occassionally and without intention, our crews may miss something. If after inspection, you find our technicians made a mistake, please contact us within 48 hours of service completion to allow us to correct the issue as soon as possible. To prevent abuse of our service guarantee, we correct the mistakes within a certain amount of time after service is completed. We will then schedule our correction at our next available time.

 

We feel 48 hours after service completion is a generous amount of time to report errors or requests. Requests received by our office past 48 hours of service completion will be incorporated into your next scheduled cleaning.

 

Please keep in mind our out-of-range service requests, listed above. We will not comply with requests that do not meet the policies above. 

 

Federal OSHA regulations

 

For the safety of our techs as well as to comply with Federal OSHA regulations, our staff are prohibited from using ladders or any other surface to reach areas otherwise not accessible from the ground level. Please do not ask our technicians to use ladders or climb onto any surface.

 

Arrival Windows

 

Cobalt Clean operates on arrival windows, not exact arrival times. This is to ensure we maintain the highest standards on jobs that we are already at for our clients. We understand certain appointments can take longer or shorter than expected so we give our team room to operate with arrival windows. We typically arrive as early as possible in the time window; however please be patient as our team may currently be servicing another happy client.

 

Price increases

 

Because the cost of doing business rises annually, we reserve the option to adjust our cleaning fees on an annual basis. We give as much notice as possible whenever this happens. Please understand we take very seriously how any increases affect our customers and do so only when there is no other option. 

 

However, we will never increase our price without your knowledge and any appointments already confirmed with a concrete price will continue as scheduled.