Thank you for preferring MCM Cleaning to help with your residential cleaning needs, where “Customer satisfaction is our commitment!” In order to ensure customer satisfaction, we have several policies that we ask you to review. This is not a contract. MCM reserves the right to adjust our rates and policies at any time.
Our clients are welcome to pay via check or cash at the time of their service or pay with Zelle trough their bank account using email@example.com or 443-243-9525. Payment is due at the time of service. If a client pays with a check, and the check is returned, there is a $25 fee.
All cleaning appointment times will be confirmed 48 hours prior to the scheduled cleaning date, unless under excused circumstances. Same day cleaning, holidays, inclement weather, sickness. For all re-occurring cleanings, upcoming cleaning dates will be confirmed several weeks in advance, in order to, allow time to make necessary changes to the schedule. Confirmation will be sent to your preferred method of contact. All customers requesting regular cleaning services will automatically be placed on the reoccurring schedule.
Property Access Policy
Customer may provide access to their home whichever way they are most convenient. It is the responsibility of the client to ensure that our team members gain access to the home if a key has not been left in the drop box or for the office to keep on file. There will be a $50 cancellation fee for all scheduled cleanings canceled due to lack of proper access.
There will be a $50 cancellation fee for all confirmed cleanings that are canceled with less than 2 business days’ notice. We ask that you please understand that your appointment impacts the schedule and with lack of proper notice, we are not capable of making the changes that are necessary for enough time. This not only impacts our team members of MCM, but our other customer’s as well. Weekly, bi-weekly, and monthly clients will not be charged for the first tree cancellations each year.
Recall / Damage Policy
You are the most important part of our business. Our success depends on you if you are not 100% Satisfied with your cleaning service, please do not hesitate to call us IMMEDIATELY! If we are contacted no more than 48 hours after services have been rendered, and satisfaction has not been met, we will send our team members back to address the complaint until the client is 100% satisfied with their service, for FREE. Discounts and refunds are not applicable for recall purposes. Please also note that MCM is not responsible for damages to items that are not properly displayed. For example, a picture frame that is not properly hung on a wall using not only a nail/screw but a drywall anchor as well. We are also not responsible for damage occurring in places susceptible to wear and tear that is necessary for us to handle to perform the cleaning. For example, handles used to open appliances, knobs on the faucets etc. The lifespan of such items is indeterminable and we cannot be accountable for damage following what is considered to be a necessary function to perform our job. Refunds for damages will be contingent on the depreciation of the item. If the item is less than 1 year old, a refund for replacement of equal value will be issued.
Cleaning services are very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with MCM. Please see our 48-hour guarantee if you are dissatisfied with your cleaning.
Our team members are very important to us, and our priority number one is safety for them. Therefore, they do not use ladders more than 2 steps high or move anything heavier than 35 lbs. These types of activities put our team members at risk of injuries. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. For all special requests, simply give us a call to arrange for your request to be handled properly. Please be aware that our team members are not responsible for washing and folding laundry, or washing dishes.
MCM does not require tipping, but it is a powerful way to say thank you to your team members provider. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal.