Policies & Procedures

Scheduling

When we schedule your appointment we reserve a day and time for you and you alone. Our technicians depend on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:

Cancellation Fee

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 $35 per scheduled cleaner.  Cancellations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning.

Clients on site policy

Of course we love speaking to, and being around all of our clients. However, to make our services as cost effective as possible, as well as for us to not interfere with your business or your families daily routines, we prefer to clean sites when they are vacated to help expedite our services and to make sure our cleaning technicians remain focused on the task at hand.  Generally, our clients will schedule us to arrive when they are at work or on errand running days.  If you would like to meet the cleaning technician that will be assigned to you prior to your cleaning, please do mention that in your initial phone consultation and they can be scheduled to accompany the owner of the company the day of your in person consultation. Also, you can view photos of, and read about all of our cleaning technicians on our website under the "meet the team" tab.  Lastly, all of our cleaning technicians are criminally back ground screened, drug tested and come fully insured. 

 

To enter the premises we are more than happy to do whatever works best for you whether it be informing us that there is a spot you choose to keep a key on the property, issuing our company a key that would be accompanied alongside a formal contract stating that is our arrangement, issuing us a private key code if your home or business has that option or simply meeting us there the day of your service appointment. 

 

If for some reason you have to be home or on site at your previously scheduled time, we ask that you reschedule to a time thats more suitable. If vacating the space is impossible, due to working from home or transportation issues, we ask that you remain in another room on the property and please keep interactions to a minimum so that our cleaning technicians can remain focused. Please inform us of having to be on site prior to your cleaning, if that need arises.

If excessive visitation and distractions occur, which prolongs our cleaning technicians from completing the task in the previous assigned time, a charge of $20 per half hour will be accrued and added onto your invoice. This is up to the discretion of the cleaning technician, so please do keep all interactions to a an absolute minimum by ideally not being present when we are fulfilling your service request.

This policy allows for busy working families to have their cleaning sessions done whilst they are at work, or on errands, so that we are not interrupting your families daily routines.  Simply come home, or return to work, to a fresh, clean home or business. This policy is intended to assist in best time management of our cleaning technicians for cost effectiveness and so that they remain focused to complete the service they were scheduled for in the time they have been given.

Solicitation of Staff


By using our services, you agree not to solicit for hire any staff member introduced to you by Looks Like New Cleaning & Janitorial Services LLC for any home-related service. If you are found to have solicited one of our staff, please be advised that our referral fee is $3,500 and we will file appropriate court documents in Taos County to pursue compensation for this breach of contract. 

Same Day Service Requests

Unfortunately our cleaning technicians are not able to approve any additional same day service requests or service add ons. They can only fulfill the pre-approved service that is on their work order. If you wish to add any additional services other than what you’ve been previously scheduled for, please call 575-224-2053 at least 72 hours prior to your appointment to discuss those services and associated costs and we would be happy to try to accommodate all your needs. If we cannot add on services that day, we surely can get you scheduled shortly thereafter

Supplies

We bring our own ALL Green Eco- Friendly 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.   If you would like us to use your cleaning product we ask that you call the office for pre-approval. Due to OSHA regulations we are required to have Safety Data Sheets for all Green "chemicals" our technicians use.

Ladders

Our Cleaning Technicians come with a 2-step ladder.  We are unable to use client ladders or climb higher than two steps. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.

Blinds

We do offer slat by slat blind cleaning. Blinds must be at least 2”, we do not service mini blinds. Blinds may need to be vacuumed before they are wiped; this will require additional time. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely.   We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly. Additional charges apply.

Moving Furniture

We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.

Pets... Specifically Dogs & Reptiles

We also love all pets at Looks Like New! However, some folks have anxiety & fears around some types of animals. Unfortunately, we do not know your dog (or snake), yet we understand they are a member of your family. So, for the safety, and respect, of our cleaning technicians, we ask that all pets, specifically dog and reptiles, are put up in a room we will not be entering for the length of your cleaning session. This policy also applies to outdoor, off leash dogs.  Our cleaning technicians will not be able to enter a property that has off leash animals in the yard for safety reasons.  Please leash or kennel your animals prior to your scheduled cleaning session.

Fire Arms

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 that service is requested. Additional charges apply for all add ons.

Insects

Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note if you are not present or call you regarding the problem.

Alarm System

If your business, home or rental has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern for Looks Like New cleaning technicians, and our staff is sensitive to security and access procedures. Our policy is lock all doors while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by the office.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our technicians are not trained on how to disarm and rearm alarms.

Safety

The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are currently unable to clean up vomit, blood, urine or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.

Key Control Policy

Most of our clients provide us with keys to their business or home. Rest assured we take the utmost care in protecting both your key and your home. Keys are number coded and have no names or street addresses attached to them. All keys are immediately returned upon cessation of service and are stored in a safe at our office.

If you decide not to issue a key to Looks Like New, and no one will be around during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the technicians to gain access to your space. In this case, you release Looks Like New of any liability that may arise from damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.

Distractions

It is important for us to have access to every area of your space that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused. We prefer to complete services when clients are not present for this purpose. 
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 space that we are cleaning in order to prevent safety hazards (contact with products, tools, tripping over buckets, caddies, vacuum cords, etc.).

Payment

We accept all forms of payment via Paypal, the internets # 1 trusted online payment system, checks and cash. Utilizing PayPal acquires an additional 5% admin fee. If requesting PayPal please let us know prior to invoicing.For one time cleanings, payment is due the day of your cleaning. We do not invoice one time residential clients, only commercial and industrial clients. In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to our collection agency.

Fees

Hourly fees are billed by labor hour, e.g., one cleaner for one hour = one labor hour; two cleaners for one hour = two labor hours. Miles and travel fees assessed by total mileage and time. Please see the areas served page for more details on travel costs.


We reserve the right to adjust our rates and policies at any time.
State law requires us to collect sales tax and this is in addition to our fees.


Tips

Gratuities are always appreciated but not required. Feel free to add your tip to your payment or leave cash in marked envelope.

Lock Out/Turned Away Fee

If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.

Skipped or Missed Cleaning Visits


Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings. If you skip a cleaning, you will be charged the rate for the next frequency of service if it takes additional time to complete your cleaning IF you are on an ongoing cleaning schedule.

Notify the Office


All cancellations must be made by phoning the office at 575-224-2053.

Damages


Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We carry very good liability insurance and we make every attempt to repair, replace or pay for any items that we have damaged.


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 thumb tacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by 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.  All spaces will be thoroughly inventoried and assessed for damages prior to our technicians cleaning by management.

Release of Liability


Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Looks Like New Cleaning & Janitorial Services LLC from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Elite Home Cleaners may have caused the need for repair or replacement.

Wear and Tear


The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all.

Holidays and Closings


Our office is closed and there will be no cleanings scheduled on the following holidays:


New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day


We do not work on days when the snow emergency level exceeds 4 inches.

Arrival Time/Hours


Our hours of operation are from 10 a.m. to 5:00 p.m. Our technicians arrive at our first space of the day between 10 a.m.-10:45 a.m., and the last space by 3:00 p.m. if they are not performing late night, after closing commercial services. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 2 hour window of our estimated arrival time if you call the office the day before your cleaning. Please allow us the flexibility of scheduling our arrival between 10: 45 a.m. and 3:00 p.m. We will strive to meet your requested arrival time but we cannot guarantee it.

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.)

Looks Like New Cleaning & Janitorial Services LLC

575.224.2053

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