General Cleaning Policy and Service Agreement
Preparing for Your Cleaning Appointment
For us to provide you the best clean possible, we ask that you pick up any clothing, household items or toys. It’s best if you also declutter all surfaces before the cleaner(s) arrive. This will help you to get the best possible result, as your cleaner(s) may not be able to fully clean a cluttered area, or know where you keep your personal items.
Building Entry and Admin/Engineering Permits
For buildings especially condominiums, please coordinate with your internal building administrator or engineering department to get the necessary permits or pass for our cleaners to enter your home or office. Please let us know what information you need such as cleaner names, equipment and tools, and the like. If we are turned away for any reason because of the lack of building permit or entry pass and our cleaners have already arrived on-location, a cancellation fee will be charged (see Cancellation Policy.)
Understanding Your Service Booking
Please make sure you understand what is covered by your booking. Standard cleaning does not cover deep cleaning unless it is the service that you require us to do. For any changes and or additions to your standard cleaning service booking, please contact us so we can make these changes during our planning meeting.
Example, standard cleaning covers overall cleaning by using our regular equipment and products. General cleaning includes steam sterilization which is on top of your standard cleaning fee. Deep cleaning is on a per item basis (i.e. upholstery, sofa, or mattress extraction). Itemized cleaning which can include grease trap cleaning or refrigerator cleaning are also on top of our standard cleaning fee.
Subject to On-site Verification
The customer-provided area is subject to final measurement by our cleaners before they start to clean. Your total amount may change according to the final verified dimensions of the property.
We bring our own supplies and tools because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. We offer regular and non-toxic products. If you would like us to use specialty products or equipment, please let us know and tell us the product details for our review. We are not responsible for any damage caused by cleaning products or equipment provided by the customer.
Electricity and Water
It is required that your home has running water and working electrical outlets. We reserve the right to charge our standard cancellation fee if we are not provided with running water and or electricity.
Number of Cleaning Personnel
We deploy the right number of staff to you based on the service requirement as it relates to the size of your property, the type of cleaning that you require, and the completion of the cleaning service based on the agreed maximum time. We reserve the right to send the number of staff as we deem appropriate on the service situation and availability of our people.
Total Cleaning Time
All of our services have a defined maximum duration. Our cleaners only stay up to this time. We inform you during your booking what it is and any expectation to stay beyond agreed hours will be charged PHP 300.00 per cleaner per hour.
Our hours of operation are from 8:00 a.m. to 9:00 p.m. We are unable to guarantee an exact arrival time. Please allow us the flexibility of scheduling our arrival within 2 hours and 30 minutes. We will strive to meet your requested arrival time but we cannot guarantee it and should not be held accountable for any delay or late arrival. If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged (see Cancellation Policy.)
When we schedule your cleaning appointment we reserve time for you. This means we turn down any business requesting your slot. We ask for a deposit, minimum of PHP 500.00. We always try to be as flexible as possible with clients and value their time but our cleaners depend on your job being there in order for them to make their salary. A last-minute cancellation can have a very negative impact on our business. We understand things can happen, all we ask is that you contact us as soon as possible so we can get you off our schedule. Please value our time as we do yours.
We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid charges. We have held your spot and turned down business so as not to interrupt your service. Cancellations communicated less than 48hrs (2 full working days) prior to appointment but more than 24 hours (1 full working day) will be charged your full deposit of PHP 500.00. Cancellations communicated less than 24 hours (1 full working day) will be charged your full deposit plus 50% of your service fee or your full service fee, whichever is lower.
You may reschedule your cleaning if communicated to us 48 hours in advance without any fee or penalty to you. Any rescheduling request done less than 48 hours shall deem your deposit of PHP 500.00 forfeited.
What We Don't Handle
- Bodily fluids, blood, urine or feces. We are not trained or certified to clean these types of materials.
- 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.
- Delicate chandeliers
- Remove paint
- Clean animal waste
- Move or lift items weighing over 20lbs
- Empty diaper pails
We are a pet-friendly company, but we would appreciate your help in making sure that your pets are secured and safe on cleaning days. We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial, or overly friendly, and will not allow us to do our work, we do ask that they be placed in areas that we are not working in. We will never leave the pets outside unless instructed to do so by the customer. We do not clean litter boxes, feces, or urine.
For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
If you have any valuables including collectibles or expensive objects, please let the office know so that we can make note of it on your account. You are responsible for letting us know if you would like for us not to clean or handle these items. Please secure any money, credit cards, and checkbooks before your clean, as we are not responsible for any missing items.
Broken or Damaged Items
We train our staff to clean while minimizing the risk of breaking or damaging items in your home. However, these things do happen although it’s not common. If there is an item that is believed to be damaged by one of our cleaners, it must be reported within 24 hours. If we were to break or damage anything while in the home, your cleaner will contact the office immediately. You will be notified of the damaged or broken item, and we reserve the right to replace or repair the item. We can not take responsibility for items that were broken or damaged because they were not properly attached or secured (for example, a tv or picture that was not properly attached to the wall).
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumbtacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by the homeowner.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.). The safety of our customers and employees is extremely important. We are unable to clean up vomit, blood, urine or excrement.
Lifting, Climbing, and Bending
Our employees’ safety and wellbeing are very important to us, and we are determined to keep them safe. In an effort to prevent injuries, our cleaners are not allowed to: Climb above the second step on a step stool or ladder, move items that weigh more than 20lbs, clean floors on their hands and knees (exceptions would be bathrooms floors) or use something that is not a step stool or ladder to climb on top of. These types of activities put our cleaners in danger of hurting themselves or damaging your property. If you would like us to clean behind a large piece of furniture or a large appliance, we can absolutely accommodate the request if said items are pulled away from the wall when we arrive.
Booking a service online doesn’t guarantee you a spot for that date/time. Your booking is not confirmed until you have completed a confirmation phone call or received a confirmation email or chat/text message.
Non-Solicitation of Employees
All of our staff have signed a Non-Compete agreement with Citi Helpers. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Citi Helpers or for 1 year following termination of contract, without written approval from Citi Helpers and a possible placement fee of PHP 5,000.00. You agree not to hire past or present staff of Citi Helpers for a period of not less than 1 year from the date the staff member last worked for Citi Helpers. A great deal of time and resources are put into hiring our staff and training them. In the event you feel you must hire a staff member of Citi Helpers in spite of this agreement, then a PHP 5,000.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis.
Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team leaves. They may call you at home or work. We believe that inspections and client contact is the best way to help in exceeding your expectations and improve our high standards. You may also benefit from a satisfaction survey. We appreciate your feedback.
Any information or knowledge obtained during the term of the cleaning service about you is considered confidential.Citi Helpers agrees to keep all information not openly known to the public confidential and private.
Citi Helpers never requires you to tip, but it is a powerful way to say thanks to your cleaners. Even a personal note from you expressing your appreciation for their service can mean a great deal.
Our office is open Monday through Sunday 9:00am to 9:00pm. After hours r on holidays, a message can be left and we will return it on the next business day.