Trusting someone to come into your home and clean is a big decision and one we expect you don’t take lightly. Trust and customer satisfaction are extremely important at Fresh Start Cleaning & Maintenance, so we take every step possible to ensure you are always completely satisfied with our services. That said, we are sure you have some questions and concerns, and we are prepared with the answers.
Below are the most frequently asked questions about our services, pricing, office management, and more.
Still have some questions or concerns? Don’t hesitate to give us a call at 064 650 0826 and we’ll be sure to help you!
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.
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.
Most of our clients provide us with keys to their homes. 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. If you decide not to issue a key to Fresh Start Cleaning, please ensure there will be someone home to open for the housekeeper. If no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the housekeeper to gain access to your home, however, we cannot guarantee that we are the only ones who will have access to your home in such instances.
Payment is due prior to your service via EFT or cash can be collected on the day of the service. Please do not make any payments directly to the housekeeper. A monthly payment agreement can be arranged. Please contact the office for the application.
Tips are always appreciated but not required. Feel free to add your tip to your payment or leave cash in a marked envelope.
By using our services, you agree not to solicit for hire or referral any staff member introduced to you by Fresh Start Cleaning for any home-related service. If you are found to have solicited one of our staff, please be advised that our placement fee is R 3000.00.
Monday – Friday between 07:30 – 16:30, with our last clean of the day scheduled no later than 12:30pm.
Saturdays between 08:00 – 12:00.
We do offer cleanings before and after parties any day of the week, however these need to be scheduled in advance for availability.
Sunday and Public Holiday cleanings are available; however, these need to be scheduled in advance for availability.
To protect our housekeepers and your privacy, please be sure that any confidential or potentially illegal documents or substances are put away before your scheduled cleaning.
If for any reason you are unsatisfied with an area we have cleaned, let us know within 24-hours and we will re-clean the area free of charge, unless the unsatisfactory service was as a result of the housekeeper being prevented from performing specific services for any caused by the Client.
The Client is expected to treat the housekeeper with respect, politeness, and dignity.
The Client may not physically harm the housekeeper or speak to the housekeeper in a way that is demeaning, aggressive, racially offensive, or abusive in nature – the right to Human Rights as ensconced in the Constitution Act of South Africa must at all times be adhered to.
Failure to comply will result in immediate cancellation of the service agreement. Severe circumstances will be reported to the relevant authorities.
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 may suggest that they be placed in areas that we are not working in. Our technicians are not trained to clean pet excrement, this includes cleaning litter boxes and dog kennels.
For our protection and yours, if you have firearms, we ask that all they are 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.
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 unable to clean up vomit, blood, urine, or excrement.
All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you. 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.).
When we schedule your appointment, we reserve a day and time for you and you alone. Our housekeepers depend on your booking being there in order for them to make their salary. Cancellations cost them dearly. 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. Cancelations communicated less than 48hrs (2 full working days) prior to appointment but more than 24 hours (1 full working day) will be charged at 50% per scheduled cleaner. Cancellations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning.
- 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.
- Notify the Office All cancellations must be made by email or WhatsApp message to the office
Our office will be closed and there will be no cleanings scheduled on any South African public holidays unless these are scheduled in advance for availability.
We will make every effort to arrive to your house in a timely manner. Circumstances beyond our control such as traffic, weather, or team illness may affect our arrival time. Your flexibility and understanding in these situations is greatly appreciated. We will always do our best to keep you informed of any delays we may be experiencing.
Fresh Start Cleaning and Maintenance cannot be held liable for any loss or damage
Disclosure: Although we endeavor to take care of your property whilst in our
care to the best of our ability, we will not be held liable for any items lost, stolen or damaged
during the process.
By using or receiving any services supplied to you by Fresh Start Cleaning and Maintenance, you hereby expressly acknowledge and agree to be bound by the terms and conditions of this agreement, and any future amendments and additions to this agreement as published from time to time at freshstartcleaning.co.za.