B2B Green Clean Customer Guidelines
For a great experience here is what you need to know
How to prepare for your home or office cleaning? 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.
How to prepare for your Move-in/out cleaning? Your home should be free of all personal items and furniture. Our Move-in/out cleanings are very detailed and require us to have access to every inch of the home. There must be running water and electricity for us to clean. We also require the home to be at a comfortable temperature.
*there will be an additional charge for homes without running water and/or electricity.
Parking: Our customers are responsible to provide free parking for our cleaners. If parking is not available to the cleaners, and we are unable to reach you, your appointment will be canceled/and or rescheduled. In the event that this happens, you will be charged our standard cancellation fee.
***Please be sure to have all driveways, walkways and entry clear of snow and ice.
Keys and Alarm Systems: B2B Green Clean does accept keys. They are stored in a coded lockbox, in a locked office. If you will not be home for your cleaning, you need to provide a way for your cleaner(s) to gain entry into your home. You can either: Leave a key at the home, provide us with a key, garage door code or a front door code. If your home has an alarm, please provide the office with our own code to disarm it.
Cleaning Supplies: We provide all of the cleaning products and equipment needed to clean your home.
Arrival Window: If you would like to be present for your cleaner, please understand that we have a 1-hour window of arrival before or after your scheduled time. For example; if you are booked at 10:00 am, your cleaning crew will arrive between 09:00 am-11:00 am. Many things can affect our schedules, such as cancellations, lockouts, a cleaning taking longer than expected, etc. If we are running behind or ahead of schedule, the office will call or text you with an updated time of arrival.
Cleaning Time: The first cleaning is quoted based on a normal home condition. If your home requires special attention we will either need to extend our time at an hourly rate or prioritize your cleaning.
Things our cleaners do not clean:
Payment Types: B2B Green Clean accepts:
24 Hour clean Guarantee: We offer all clients a 24-hour clean guarantee, if you find anything that is included with your clean that was not completed, we will come out and correct it. You must report any problems within 24 hours from the date & time of your cleaning.
Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds. Although, we want you to be 100% satisfied with our services! This is why we offer a 24 hour clean guarantee, if a task was not completed to your satisfaction or was missed during our visit simply contact the office and we will return to your home and re-clean that area.
Price Adjustments:
*For health reasons our staff will not clean pet beds, litter boxes, vomit, urine or fecal matter.
Your Valuables: 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 missing currency.
Broken/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)
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.
Climate Control: The temperature inside of your home should be at a comfortable setting before we arrive. We will not provide services in an environment that isn't physically comfortable for labor. This includes but is not limited to extreme heat or cold. In the event that your appointment is canceled due to climate, our standard cancellation fee will be assessed.
Cleaning during Covid:
While COVID is still surging, our teams will still continue to use PPE (personal protective equipment) such as masks, gloves, and booties. Equipment will continue to be sanitized. And all high touch areas will receive extra attention. We do ask that if you are in your home when the team arrives and cleans, that you and your family are wearing masks as well and try to remain apart from the cleaning team. If masking and distancing isn’t possible, we request that the team is able to clean your house when no one is home. This will ensure the safety of everyone and contribute to everyone continuing to get through this trying time as safe and healthy as possible.
For a great experience here is what you need to know
How to prepare for your home or office cleaning? 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.
How to prepare for your Move-in/out cleaning? Your home should be free of all personal items and furniture. Our Move-in/out cleanings are very detailed and require us to have access to every inch of the home. There must be running water and electricity for us to clean. We also require the home to be at a comfortable temperature.
*there will be an additional charge for homes without running water and/or electricity.
Parking: Our customers are responsible to provide free parking for our cleaners. If parking is not available to the cleaners, and we are unable to reach you, your appointment will be canceled/and or rescheduled. In the event that this happens, you will be charged our standard cancellation fee.
***Please be sure to have all driveways, walkways and entry clear of snow and ice.
Keys and Alarm Systems: B2B Green Clean does accept keys. They are stored in a coded lockbox, in a locked office. If you will not be home for your cleaning, you need to provide a way for your cleaner(s) to gain entry into your home. You can either: Leave a key at the home, provide us with a key, garage door code or a front door code. If your home has an alarm, please provide the office with our own code to disarm it.
Cleaning Supplies: We provide all of the cleaning products and equipment needed to clean your home.
- Cleaning supplies and Equipment: B2B Green Clean provides all cleaning products and all equipment required for cleaning your home. 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. Our cleaning technicians are not allowed to climb past the second step of a step stool. If you would like us to use specialty products or equipment, please leave it out and let us know about your request by either contacting the office. We are not responsible for ANY damage caused by cleaning products or equipment provided by the customer. We also cannot honor the 24-hour clean guarantee if we use the client's cleaning products or equipment.
Arrival Window: If you would like to be present for your cleaner, please understand that we have a 1-hour window of arrival before or after your scheduled time. For example; if you are booked at 10:00 am, your cleaning crew will arrive between 09:00 am-11:00 am. Many things can affect our schedules, such as cancellations, lockouts, a cleaning taking longer than expected, etc. If we are running behind or ahead of schedule, the office will call or text you with an updated time of arrival.
Cleaning Time: The first cleaning is quoted based on a normal home condition. If your home requires special attention we will either need to extend our time at an hourly rate or prioritize your cleaning.
Things our cleaners do not clean:
- 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.
- Chandeliers
- Clean animal waste
- Move or lift items weighing over 20lbs
- Empty diaper pails
Payment Types: B2B Green Clean accepts:
- Cash & checks–due at time of clean. Please leave for the team cleaning.
- There is a $40 fee for returned checks.
- There is a $40 fee for returned checks.
- Credit cards-card on file will be charged the same night as the scheduled cleaning.
- Electronic payment-this is through ACH QuickBooks. We will send you an invoice after your scheduled cleaning. Payment is expected within 24 hours of the invoice being sent.
- Late fees accrue at $35 a month. No further cleans will be scheduled until the outstanding balance is paid in full.
- If you choose to make your payment with the card on file (service fee will be added).
- If a check bounces, we will run the credit card on file for the amount on the check plus a $40 NSF fee.
- Lock-Outs or Late Cancellation fee
- Tipping: B2B Green Clean never requires tipping, but you can tip if you would like to. Just leave your tip with your payment and management will make sure that your cleaners receive 100% of their tips. If you pay by credit card, you can add your tip to the charge, just reach out to us in the office and we can be sure to add it to your credit card charge.
- Please text or call the office at 215-218-8977 to cancel or change appointments. Please give 48 hours or more notice for cancellations. All canceled appointments are not guaranteed to be rescheduled. If you would like to reschedule, let us know and we will try to accommodate your appointment as soon as possible.
- Regardless of rescheduling, your next scheduled appointment is still scheduled on your original cycle. We can not guarantee your day and time if you want to change week cycles. (ie. your biweekly clean is scheduled for Thursday. You rescheduled for the following week and we come on Tuesday. Your following appointment is still scheduled for the following Thursday.
- Regardless of rescheduling, your next scheduled appointment is still scheduled on your original cycle. We can not guarantee your day and time if you want to change week cycles. (ie. your biweekly clean is scheduled for Thursday. You rescheduled for the following week and we come on Tuesday. Your following appointment is still scheduled for the following Thursday.
- Standard cancellation fee
- If you cancel your cleaning with less than 48 hours notice, you will be charged a cancelation fee. This fee is equal to half the cost of your cleaning. This applies to recurring services as well as one-time cleans. This fee will be charged to the credit card on file.
- If you cancel your cleaning with less than 48 hours notice, you will be charged a cancelation fee. This fee is equal to half the cost of your cleaning. This applies to recurring services as well as one-time cleans. This fee will be charged to the credit card on file.
- Lock-outs
- Please provide entry instructions if you will not be home. This includes a key, door code, etc.
- If the team arrives to find they are locked out of the home, you will be charged one half of your cleaning fee. This applies to recurring services as well as one-time cleans. This fee will be charged to the credit card on file.
- Please provide entry instructions if you will not be home. This includes a key, door code, etc.
- We reserve the right to refuse cleaning of your home if we encounter anything that could pose a threat to our technicians. This could include but is not limited to: aggressive animals, mold, hoarding, abnormal buildup, etc. If such a situation arises you will be charged one half of your cleaning fee. This applies to recurring services as well as one-time cleans. This fee will be charged to the credit card on file.
24 Hour clean Guarantee: We offer all clients a 24-hour clean guarantee, if you find anything that is included with your clean that was not completed, we will come out and correct it. You must report any problems within 24 hours from the date & time of your cleaning.
Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds. Although, we want you to be 100% satisfied with our services! This is why we offer a 24 hour clean guarantee, if a task was not completed to your satisfaction or was missed during our visit simply contact the office and we will return to your home and re-clean that area.
Price Adjustments:
- We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. A price adjustment might also happen if the conditions or needs of your home have changed. We guarantee our prices for 12 months. If you discontinue service, then later reinstate services with B2B Green Clean after a period of 3 months, you may receive a new rate.
- When you are given a quote it is an estimated price to clean your home. If the condition of your home is worse than predicted, we have the right to either adjust the price or to refuse the service. We will never adjust the price without speaking to you first. In the event that we cannot get a hold of you, we have the right to discontinue cleaning.
*For health reasons our staff will not clean pet beds, litter boxes, vomit, urine or fecal matter.
Your Valuables: 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 missing currency.
Broken/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)
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.
Climate Control: The temperature inside of your home should be at a comfortable setting before we arrive. We will not provide services in an environment that isn't physically comfortable for labor. This includes but is not limited to extreme heat or cold. In the event that your appointment is canceled due to climate, our standard cancellation fee will be assessed.
Cleaning during Covid:
While COVID is still surging, our teams will still continue to use PPE (personal protective equipment) such as masks, gloves, and booties. Equipment will continue to be sanitized. And all high touch areas will receive extra attention. We do ask that if you are in your home when the team arrives and cleans, that you and your family are wearing masks as well and try to remain apart from the cleaning team. If masking and distancing isn’t possible, we request that the team is able to clean your house when no one is home. This will ensure the safety of everyone and contribute to everyone continuing to get through this trying time as safe and healthy as possible.