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Our Policies

Our Policies and Procedures

Our policies are created to reduce risks and define expectations.

If you have any questions about our policies, don’t hesitate to call us at 630-530-1324 or email us at info@helpinghandsmaidservices.com.

We value your confidence in us to look after your home and make it sparkling clean!

Policies on Prices and Payment

1. Flat-Rate Prices

We provide a straightforward flat-rate pricing structure that enables you to receive an accurate quote only based on the size of your property and the services you choose.

The cost is the same, regardless of how long it takes or how many cleaners are required.

This gives you a fixed upfront payment and makes scheduling by phone or online easier. You can tailor our services to your needs by choosing from a variety of cleaning levels and add-on choices.

Don’t hesitate to contact our office if there is a specific service you require that is not listed on our cleaning menu. We will do our best to meet your needs.

2. Modifications to the Original Quote

We provide an upfront price estimate before entering your home, based on the size of your property and the cleaning service you have chosen.

If the size or specifics of your property differ from what was stated or if the chosen booking choices are inappropriate, we retain the right to modify the advertised rate, including any applicable discounts.

3. Non-Refundable Deposit

Each initial cleaning is subject to a $200 non-refundable deposit. When your first appointment is scheduled, this fee will be charged and applied to your cleaning. We will keep the entire deposit if you cancel the service after it has been arranged.

4. Rate Increases

We reserve the right to increase our prices as necessary to cover costs, however we’ll always let our customers know in advance.

5. Discounts

Customers who regularly book Recurring Cleanings are eligible for discounts, the size of which depends on the frequency of service.

If you change your service schedule or reschedule a cleaning so that it occurs outside of the previously chosen frequency, we have the right to alter or remove the discount we would have given to that cleaning or subsequent cleanings.

Please be aware that if you schedule recurring service in exchange for a discount on your first cleaning, you must also receive and pay for at least one follow-up service following the agreement, or you will be charged retroactively for the first discount.

6. Rescheduling

When you use Helping Hands, you can be sure that you’ll get the greatest clean possible every time, as we work with the best cleaning professionals in the Chicagoland region. While we can’t always confirm the availability of a specific cleaning professional or a specific arrival window in advance, we will always let you know when we expect to arrive. We will follow up the day before with another communication.

For customers who sign up for our recurring services, we provide the convenience of the same day of the week for each cleaning, whether you choose every week, every two weeks, or every four weeks.

Please be aware that if you change the cleaning date, we cannot guarantee that the same technician or day of the week will be used. For further information, see our Reschedule Policy below.

7. Rescheduling Policy

All requests for rescheduling must be submitted through our online Schedule Change Form.
Any rescheduling request will only be valid for the day you provide on the form; it will not impact your normal cleaning schedule.

If you want to reschedule more than one cleaning, please fill out a separate form for each date. Kindly get in touch with our office if you need to modify your complete recurring cleaning schedule.
Customers who subscribe to recurring cleanings have the option to reschedule a cleaning at no extra cost for any day before the next scheduled cleaning. Though, there is an exception for any applicable late fees.

8. Skipping a Cleaning Schedule

If you are a Recurring Cleaning client and need to skip a cleaning, you must fill out our Schedule Change Form.

Please be aware that Helping Hands offers discounted rates for recurring cleanings so that we can constantly maintain the cleanliness of your house and give our cleaning specialists a regular schedule of work and a reliable income. The more work it takes for our professionals to return your home to its proper state, the longer we go between cleanings.

If you skip a recurring cleaning, a $50 skip fee will be applied to the catch-up cleaning. You will be charged the full, non-discounted price for the catch-up cleaning.

9. Cancellation Policy

Once a service has been booked, all cancellations must be submitted via our online Service Cancellation Form.

10. Late Modifications and Cancellations

Due to the advanced scheduling of our cleaning professionals, late cancellations and alterations result in a loss of income.

We will impose a $100 late cancellation fee if you postpone or cancel service with less than 48 hours’ notice to cover the cost of the cleaning technicians’ lost wages. If your cleaning is scheduled for a Monday, we ask that you provide us notice of cancellation no later than 9 a.m. on the preceding Thursday to avoid being charged.

10. Late Modifications and Cancellations

Due to the advanced scheduling of our cleaning professionals, late cancellations and alterations result in a loss of income.

We will impose a $100 late cancellation fee if you postpone or cancel service with less than 48 hours’ notice to cover the cost of the cleaning technicians’ lost wages. If your cleaning is scheduled for a Monday, we ask that you provide us notice of cancellation no later than 9 a.m. on the preceding Thursday to avoid being charged.

11. Lockouts

Our cleaning technicians lose their pay when there are lockouts. We will charge you a lockout fee equal to the entire cost of the cleaning if you don’t notify us to cancel a cleaning and the technician shows up at your house at the appointed time but is unable to enter or is refused entrance.
This fee is to make up for the cleaning professional’s lost time.

12. Billings and Tips

When you book your first appointment with us, we’ll ask for a credit card, which will be safely stored for payments. Payment is expected at the time of service, and your credit card will be charged on the day of cleaning.

If your credit card is rejected for whatever reason, we will get in touch with you and request a resolution within three (3) business days. We will charge a late payment fee of $10 per day if payment is not received within three (3) business days after the cleaning. All planned services will also be suspended until payment is received. You may risk losing your place in the schedule if your service is interrupted.

While tips aren’t necessary, leaving them for your cleaner is a nice way to express your appreciation for their work.

If you want to give your cleaner a tip, we advise giving between 10% and 20% of the cost of the cleaning. You can charge this amount to your credit card as a one-time or recurring charge.
If you would prefer to donate cash, we kindly ask that you place it in a labeled envelope or otherwise clearly label it so that our cleaning technicians are aware that it is for them!

Customer Satisfaction is Our Top Priority

We want you to be fully satisfied with our service, so we make sure we don’t leave any stone unturned in this regard!

Please get in touch with us immediately if you are unhappy with any of our cleaning services so we can make it right. Initially, we will examine the scenario to ensure we comprehend the issue, after which we will re-clean the problem area at no additional expense to you.

Within two business days after your initial date of service, the re-clean will be finished. If Helping Hands is at fault and you’re still not pleased, we’ll give you a full or partial refund, depending on the situation.

Please be aware that a re-clean must be accepted and finished within two business days of the original date of purchase for us to provide a refund.

Guaranteed Dependability

We want you to know you can rely on us. Unless there is unusually high traffic or another circumstance, our cleaning experts rarely come later than expected. We schedule our clients in the AM or PM time slot with a 3 hour arrival time.

In such cases, we will let you know as soon as possible. Please phone us at 630-530-1324 if the arrival window has passed and you have not heard from the cleaning technician or our office staff so we can look into it.

If we cannot clean your house on the day of your appointment, a new appointment will be made as soon as possible at no additional cost to you. That is the dependability we guarantee!

Breakage Policy

Our expert cleaning technicians try their best to preserve your home and belongings, but we understand that accidents happen even when precautions are taken. Therefore, we have made an effort to create a transparent and equitable policy to address accidental damage.
Here are some main points of the policy.

· We will reimburse the cost of any broken item up to $100.00 per item when the value can be verified, and breakage is obviously the result of negligence on the part of a Helping Hands employee. Before replacement or reimbursement is approved, items with values greater than $25 must first be validated.

· When necessary, we will pay for the item to be fixed by a reputable restoration company rather than reimbursing the cost of the items.

· We cannot assume responsibility for breakage caused by products that are intrinsically unstable or sensitive or that are placed incorrectly, such as top-heavy items with inadequate bases, improperly hung photos, or unsteady objects. Such incidents are known as “accidents in the making.” They can happen no matter how attentively our cleaning technicians work.

· Additionally, we’ve seen that the components of many window coverings can brittle with time and break when being cleaned or even when being opened or closed. Therefore, we cannot assume any responsibility for harm to older blinds. Please let our office know which places we should avoid if this is a danger you cannot take, and we will add it to your home’s information.

· If you do not want to accept the chance of accidental damage, please move delicate, unstable, or expensive things to a spot we do not clean or request that we avoid that area.

· Please contact us at 630-530-1324 as soon as you find any instances of breakage so we can fix them. Breakage must be notified within 2 (two) days of the incidence. Save the damaged item so we may examine it. Every breakage will be examined individually.

Other Cleaning Policies

Employee Safety

Our cleaning experts are the lifeblood of our company, and we take their safety very seriously. You should make sure the areas that need to be cleaned must be easily accessible and free of clutter or dangerous situations. Indoor temperatures must also be suitable for them to work safely.

This is why we ask that you lower the temperature of your air conditioner to 73 degrees Fahrenheit when we are working in your home during warm weather.

Employee Solicitation

We at Helping Hands take great pride in our fantastic staff, and we spend a lot of time, money, and effort finding, hiring, and educating only the greatest individuals.

Sadly, some former clients have attempted to exploit our diligent work by attempting to “poach” our personnel.

Please be aware that according to our employment contract, our staff is not permitted to accept private work from Helping Hands clients unless Helping Hands receives a finder’s fee of $2,500. Do not approach our staff members about direct hire or side jobs that are not covered by this agreement. This is unjust to our little business and puts our employees in an awkward situation.

Additional Services at Advance Notice

We provide various Add-On services in addition to our normal cleaning menus, which can be scheduled in conjunction with your primary cleaning. Any cleaning can have these services added on either a one-time or ongoing basis. For pricing and scheduling, please call 630-530-1324 or send an email to info@helpinghandsmaidservices.com.

Add-on services must be requested at least one working day before your scheduled cleaning and will not be available on the day of the cleaning.

Clients Products And Equipment.

All of our employees go through extensive training on the proper use of cleaning supplies and equipment that Helping Hands provides. Technicians will not clean with products or equipment provided by the client. If a client does request our technician to use their cleaning products, cleaning tools or equipment, Helping Hands does not take the responsibility for the quality of the cleaning or any damages done to the surfaces or equipment such as vacuum cleaners, ect.

  • Dishwashing. If there are dishes in the sink, we will clean the sink while avoiding them. We won’t be able to clean the sink if there are too many dishes in it.
  • Doing laundry or folding laundry.
  • Cleaning interior of laundry appliances
  • Doing household shopping or running errands.
  • Cleaning the interior of drawers, china cabinets, stocked closets, and cabinets.
  • Dusting off shelving systems, furniture, or other structures with solid or glass doors.
  • Sorting through stuff or clearing clutter, which can be defined as five or more items in any one space, including mail, papers, books, dishes, boxes, clothes, and trash not disposed of in a trash can.
  • Washing inside windows that are difficult to access with a two-step ladder and any outside windows.
  • Cleaning sliding glass door tracks and window tracks
  • Cleaning everything that is higher than six feet. Due to insurance constraints, our cleaning professionals are only permitted to utilize two-step ladders. If technicians can access the blades using a two-step ladder, they will dust or brush the ceiling fans.
  • Heavy lifting. Our cleaning specialists are not permitted to lift anything weighing more than
  • 25 pounds due to insurance constraints.
  • We do not empty diaper genie.
  • Cleaning in locations that are hard to reach or dangerous.
  • We don’t switch out the bunk beds. Due to insurance limits, our technicians are not permitted to climb to the top bunk to change the linens.
  • Specialty cleaning services for carpets, patios, garages, screens for televisions or computers, or steam cleaning.
  • Cleaning extremely soiled or neglected areas, such as rooms or residences, with extreme dirt buildup, mold, mildew, peeling paint, or other harmful circumstances. Aside from a basic degree of bathroom cleaning, cleaning bodily fluids, mold, toys, pet waste, or other bio-hazards. If your house is in this shape, we can refer you to another business that can offer the appropriate services.
  • Removing excessive mineral or hard water deposits or stains. Suppose you have hard water or mineral buildup in sections of your home that are beyond what we can clean with regular cleaning materials and techniques. In that case, we can recommend you to another business that can provide appropriate services.
  • Any cleaning that would necessitate the use of cleaning products or tools beyond those provided by Helping Hands.
  • Cleaning the interiors of washers, dryers, and dishwashers thoroughly.

COVID-19 Procedures

Helping Hands prioritizes your health and safety while we are recovering from the pandemic. In light of the current public health emergency, we have put into place a number of new policies to help protect our clients and staff:
  • Our cleaning experts will bring a face mask, which they will don whenever a client demands it.
  • Every time we use cleaning towels, we wash them completely before using them again in your home.
  • Supplies and items are cleaned between households.
  • No employee with cold or flu-like symptoms is permitted to work.
  • Please know that we do not keep track of our staff’ or clients’ vaccination records.