Last Updated on 08/05/2022

Our Mint Clean Promise to Provide Quality Service by:

• Providing a professional cleaning service with trained cleaning person(s) on specified date(s).

• Providing thorough estimates with specific notes and/or pictures to accurately prepare for estimate and in efforts to provide a quality cleaning experience.

• Providing all cleaning supplies and equipment, including vacuums.

• Providing appointment reminders within 48 hours prior to scheduled cleaning date.

• Providing balance between time efficiency and thoroughness in our cleaning.

• Providing a contract to secure expectations of services.

Preparing for your Mint Clean service:

• Make your home accessible.

• Method of entry: Key, code, customer on site to let staff in at time of service, door/sliding glass door is already left unlocked. The best method of entry is typically providing Mint Clean with a key or code, but it is not a requirement. A fee will be charged if we are unable to access your home. (See lockout policy below.)

• Turn off alarm systems. If you choose to leave the alarm armed, we will not be held responsible for false alarms or misuse of the alarm system. No exceptions.

• Have your home picked up and ready to be cleaned. Hourly charges may be incurred if cleaning technicians require more time if your home is not ready to be cleaned. (I.e. A cleaning estimate is done prior to scheduling cleaning service. If home is messier than when estimate was completed, and customer is expecting additional things to be done/requested, we will have to account for that.)

• We ask that customers who have extra requests (dishes, windows, laundry, cabinets, etc.) please let us know in advance, at least a day prior or at a minimum text or call prior to scheduled time so we can make sure that we have the supplies and time necessary to successfully fulfill your requests for you, and so that we can properly assess the length of time needed, as well as potential fees.

• We want to set you up for success, so if you have any questions or additional requests, that’s fine, just kindly communicate with us so we can better prepare for you.

Special Requests:

If we are requested to dust/clean inside of china cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques or collections, or to use customer’s equipment (i.e. vacuum), customer agrees not to hold Mint Clean or any of its employees/independent contractors responsible for any damage or breakage to any article or component.

We will make every effort not to break items, but accidents do happen. Identical replacement will be attempted but not guaranteed. It is for this reason, we avoid cleaning requests for irreplaceable or sentimentally valued items. Damage must be reported within 48 hours of service and after 30 days customer assumes liability.

If liability claims are filed, before and after photos and video proof is required.

Mint Clean cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.

Hours of Operation:

Monday through Friday from 7:00am to 4:00pm.

Saturday, Sunday, weekends and holidays by appointment request and availability only.

We will make every effort to work within time frames requested but ask not to be sent away during our working hours. (Reasonable exceptions can be made such as medical necessity (i.e., when customer or household member is ill and must remain in the home and/or similar emergencies.) Refer to cancellation fees.

We will make every attempt to reschedule Mint Clean initiated schedule changes due to holidays or extreme weather conditions as close as possible to the regularly scheduled cleaning date.

Please note that staff may arrive approximately 1 hour prior to or after scheduled time. This is due to the length of time taken to complete the previous job and/or traffic delays enroute to your appointment. Typically, we do provide a courtesy call or text to keep customers informed.

Rescheduling, Cancellation and Lockout Policy

We require 24-hour notice for reschedules or cancellations. There will be a cancellation fee of $20 for cancellations within 24 hours of scheduled cleaning.

Should there be a lockout, customer must provide entry within 20 minutes of scheduled service start time. No exceptions, otherwise, a $40 “delayed start” fee will be assessed.

Staff will wait up to 30 minutes max for customer to provide entry method, otherwise an additional fee of $40 “failed appointment” fee will be assessed. (Total of $80 for waiting followed by customer ultimately canceling due to not being able to show within 30 minutes to unlock door.) OR (Total of $40 when customer arrives to let staff in within 30 minutes max.)

If for any circumstance our staff is sent away or locked out from your home at time of appointment, there will be a cancellation fee of $40 “failed appointment” fee. In addition to a typical $20 cancellation fee. (Total of $60 due for staff showing up, customer answering within 15 minutes and then canceling service.)

Refer to Payment Policy for additional fee information.

Other Information from Mint Clean

To meet customer needs and their satisfaction, Mint Clean reserves the option to reevaluate rates at any time. If customer requests changes to service that differs from original estimate, additional charges will be billed or a new estimate may be required. Due to exposed liability, we cannot care for pets, plants, or children.

Pet Policy

All pets are required to be caged, outside, in an enclosed room, or not in the house while staff are present to provide service.

If customer should get a new pet after intake form is filled out, it is customers responsibility to notify Mint Clean of changes in home with having pets.

In some cases, staff may be comfortable with certain pets. Approval to have pets present during cleanings is required to be documented in writing.

Please note that we do love animals, however, these rules are in place for multiple reasons such as liability, mindfulness of some staff potentially having severe allergies to certain animals and most commonly, some animals/dogs feeling threatened by the use of a vacuum and some pets interfering with cleaning solutions or staff focusing their undivided attention on completing cleaning tasks. We want our staff AND your pets to be safe and paid attention to at the appropriate time. Thank you!

Payment Options and Policies

Payment is due prior to or at time of service. If check or cash payments aren’t left out and ready for collection at time of service, a $35 fee will be assessed, and service will be canceled. NO EXCEPTIONS.

Cash and Check payments are to be in a sealed envelope written to Mint Clean Attn: Mariah Auriemma. Please make your check payable to Mint Clean. Envelopes will be provided, if needed. Cash is preferred.

Please note, if staff show up, and we’re able to enter the home but cash or check payment was not left out for collection, and customer wasn’t able to provide payment within 30 minutes of scheduled start time, staff will leave resulting in a “failed appointment” fee being assessed ($40) in addition to the “failed payment” policy fee of $35. Total of $75.

Pictures of Before and After Work

We may take before and after photos of our work. These pictures are used for training, proof of performance as well as promotion. If you do not want pictures taken in your home, please notify us in writing prior to your scheduled cleaning appointment.

Professionalism and Customer Expectations

• Staff members have the right to stop service and leave at any given time if they feel threatened, uncomfortable or customer makes any sort of sexual suggestions.

• Please note this is especially important for potential minors being hired on jobs. Use of pet names are strictly prohibited. (I.e., Hunnie, Hun, baby, sweetheart, kid, or any other pet/nicknames.)

• Customers are required to address staff by their first name only.

• Asking personal questions about a staff members life or marital/dating status is prohibited. Unless a staff member chooses to initiate and volunteer personal information on their own, customers are not to initiate or ask these personal questions.

• Requesting specific staff members is not acceptable. We do understand that some customers prefer predictability or have a preference with certain staff members cleaning styles, however, we can’t always guarantee that the same staff member will be present during each clean. All our staff members are equally trained and are held to the same Mint Clean standards for producing quality work.

• Door knocking before entering: If a door is shut, a staff member will knock up to three times before entering. If customer does not hear or doesn’t want staff to enter any given room with a door including bathrooms, lock the door.

• Although tips are not required or expected, we do accept cash tips, however, we do not accept gifts of any kind, including food and drinks.

• Inquiring on a staff members Age, Race or Sexual orientation is unacceptable.

• Inquiring on where a staff member lives/have lived, what school or other jobs they may have or have had, is strictly prohibited.

Customer Service Feedback

We are in business to make YOU happy and your life a bit easier by allowing you to worry less about cleaning!

Communicate with us. We want to hear from you. You can email or call us to provide feedback. The best way for us to accurately receive customer feedback is completing a brief customer service evaluations online. Customer feedback helps us continue to offer the highest quality service to all our clients.

Short on time? No problem! Shooting us a quick email, text, or phone call to provide feedback or for any questions, modifications, etc. is fine, too.

Communicating with us and providing your thoughts, comments, feedback is our Number 1 way of continuing to provide quality service to our customers. YOU are our main priority.

Customers may be offered a discount for providing feedback. Ask how!