Please Read the Customer Guidelines! 

At Eagle Cleaning, we are committed to providing you with an exceptional cleaning experience. To achieve this, we have established a set of policies and procedures that ensure fair and consistent service for every client. By adhering to these policies, we can maintain our high standards and provide stable employment for our staff. As a valued client, we kindly ask that you familiarize yourself with and abide by the following policies and procedures.

Office phone number: (850)812-9600 Office email: contact@eaglecleaningfl.com Office Hours:  08:00Am-5:00Pm. Communication with our office: For any communication such as special requests, cancellations, rescheduling, etc, please call or email our office Monday to Friday during our office hours. Messages must be received by our office during our business hours.

Holidays and Weather

Eagle Cleaning Services will be closed on the following holidays: New Years Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day. If weather conditions prevent us from traveling, we may reschedule a cleaning.

Technology

Eagle’s Cleaning Services utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email three days prior to service as well as a reminder text the day before. You may respond to the email, however the automated text messages are only one way. You do have the option to opt out of these. You may also receive a follow up survey for the cleanings in your email.

Phone Estimates 

We value your time and strive to provide the most accurate estimate possible. To achieve this, we ask that you provide us with honest and accurate information about your home at the time of booking. As we do not assess each space before cleaning, the information provided must be as accurate as possible.

If we determine that your home requires more time than originally estimated, we will notify you immediately. At that time, we will extend our time at our current hourly rate or prioritize your cleaning. In the event we find the condition is not consistent with your description, and it is a apparent a different service level is required (for example: you booked a regular cleaning and upon arrival, our team observes excess dust and would need much thorough cleaning, the service you’d need is a deep-cleaning.), our cleaning team will report back to the office we may call you, and you will be notified immediately for a price adjustment. We will contact you with two options: 

The first option will be our team, cleaning for the time of the original estimate, and simply scheduling a second visit for another time to finish. If you DO NOT wish to split the cleaning into two visits, you will be charged 25% of the original estimate and we can schedule a longer visit for another day. 

If you choose to accept the estimate for the rescheduled visit, 25% can be put toward your total. If you choose to reject the new estimate for the rescheduled visit, the 25% you were charged is non-refundable. We allocated resources to your job and appreciate your understanding. Applicable fees are billed automatically to the card on file.

Additional charges will only apply if the customer has been notified and approved them. To ensure a smooth cleaning experience, please make sure you are available by phone or email during your service in case we need to contact you.

If we cannot reach you, and you have not pre-approved additional price, we will note it and only stay the amount of time paid for the service and the quality will be compromised.

Preparing for Your Cleaning

To ensure that we can focus on providing detailed and high-quality cleaning, we kindly ask that you pick up and tidy your home as much as possible before our arrival. While we appreciate your desire to help, please refrain from doing any cleaning before we arrive. Our estimated cleaning time is based on actual cleaning and does not include time for tidying. In spaces characterized by excessive clutter, Eagle Cleaning reserves the right to bypass those areas to prevent potential damage to items or harm to our cleaning technicians.

Creating the Optimal Environment for Your Cleaning Appointment

Please eliminate as many distractions as possible to enable our cleaning technicians to work uninterrupted. We recommend scheduling your cleaning day when there will be fewer people at home, and all rooms are available during your scheduled time. 

Special project, Add-ons, and trades

Anything outside of agreed basic job order will be considered special project or add-on, and trade (such as skipping an area and doing another one), or an unusual circumstance (construction, etc.), due to extra dirtiness will incur additional charge and will be added to your flat rate.  Any “special requests”, add-on and trades must be processed within 24-Hours in advance through the office, as there may be a price adjustment. Our Techs are not authorized to deviate from the work order without prior approval from management. They will not be responsible for making beds, pick ups before cleaning, unless it is pre-established. In addition, if the beds are included in the estimate, the clean sheet set needs to be on or next the bed on the cleaning day, and please provide instructions on where to put the dirty ones. The technicians are not authorized to make beds, wash and dry, and use the same bed set unless it is pre-established.

Appointment Arrival

We strive to provide excellent service to all our customers, but we are unable to provide specific appointment times. Our technicians are guaranteed to arrive between 8:00 am and 9:00 am for the first appointment of the day and between 11:00 am and 2:00 pm for afternoon appointments. Please note that our estimated arrival window is subject to change due to various factors, including frequency options, schedule changes, and traffic.

We understand the importance of timely service, and we appreciate your understanding in this matter. Our technicians will arrive as soon as possible within the specified arrival window to provide you with the quality service you expect from Eagle Cleaning. If you have any questions or concerns regarding our appointment arrival policy, please do not hesitate to contact us.

Payment

For One-Time cleanings, your card will be charged 25% of the low estimated price on the booking day and the remaining amount on the scheduled day of the job. To secure your booking, we ask for a valid credit or debit card on file at the time of reservation. Please note, the number of man-hours will reflect the total time of the job that will be accomplished in less or more time according to the number of crew members. Example: A three-person team will fulfill the 9 labor hours in 3 hours, while a team of two persons will work for a total of 4.5 hours to fulfill the 9 labor hours. 

For Initial-Cleaning, your card will be charged 25% of the estimated service price on the day of booking. The remaining amount will be charged after the completion of the service. This is due to the fact that the price for your first-time cleaning is an estimate and can only be confirmed approximately halfway through the service. 

For ‘Recurrings’ service the payment is due at the time of service in the form of a credit card. Your card will be charged on the morning of your scheduled cleaning before the service commences. We reinforce that for the Maintenance Clean Service we charge per job, not per hour. Our technicians are well trained and have skills to clean in a shorter period, it doesn’t mean, it costs less. If you decide to give the tech less work than agreed on some scheduled day it will not reflect the job rate pre-established. 

We do have a DISCOUNT program for our Pre-Paying VIPs that offers substantial savings on every cleaning. You’ll only sign our non-compete agreement and on-time payment commitment when  you hire us. Our goal is to provide an efficient clean, high priority pre-scheduled service, high retention rate with our techs, and professional services all around. 

Tipping Policy

Our dedicated cleaning technicians are committed to delivering exceptional service to ensure your satisfaction. Although tipping is not mandatory, it is always appreciated by our hardworking staff. Please note that we are unable to accept tips in the form of a check, and we cannot accept money that is not marked as a tip. If you choose to leave a cash tip, please ensure it is clearly marked as such. You can choose to pre establish a permanent tip and we will be happy to add it to your invoice. Alternatively, you may add a tip to your credit card payment by contacting our office through a call, text, or email or by filling out the tip your house cleaning technician form. The additional gratuity is warranted, your cleaning tech assigned retains 100% of everything added! We extend our gratitude in advance if you choose to do so!

Cancellation and Lockout Policy

At Eagle Cleaning, we understand that circumstances can change and you may need to cancel your recurring cleaning services. To ensure that we can process your request in a timely and efficient manner, we kindly ask that you complete the cancellation of service form.

We do not require a contract, so you may cancel your recurring services at any time. Once we receive your completed cancellation form, we will confirm the cancellation of services and any associated fees or refunds.

Please note that any cancellation requests made within 48-Hours of your scheduled appointment will result in a cancellation fee, which will be added to your next cleaning appointment. We appreciate your understanding and cooperation in helping us provide the best service possible.

Therefore, we honor a firm 72-Hours cancellation policy. If you need to cancel or reschedule your appointment, please do so at least 72-Hours before your scheduled cleaning. This allows us to offer the time slot to other clients. If you cancel or reschedule within the 48-Hours window, you will be charged 50% of the total service fee.

Please note that same-day cancellations, inability to access your home upon arrival, or turning our employees away at the door upon arrival will result in a full price of the service fee. This is because we are unable to fill the appointment slot in such a short amount of time. We do not require a contract, so you may cancel your recurring services at any time. Once we receive your completed cancellation form, we will confirm the cancellation of services and any associated fees or refunds. Our business hours are Monday-Friday, from 8 am to 5 pm.

Rescheduling Policy

To maintain a thorough and consistent cleaning job, we encourage our clients to keep their regularly scheduled cleaning appointments. However, if you need to reschedule, please do so using our appointment reschedule form. This form is required for all rescheduling requests. Depending on the frequency of your service, additional time may be needed to restore your home to its proper condition on our next visit. Therefore, we charge a skip fee of $50.00, which will be added to your next cleaning.

Please note that rescheduling requests made within the cancellation window (48-Hours of the appointment) will result in a cancellation fee (see cancellation policy). However, cleanings rescheduled within the same week of the original cleaning date (within 7 days of the original appointment) will not incur additional charges.

Day of the Week

We are available for services Monday through Friday, with the exception of certain holidays. Customers with ‘Recurring Services’ plans will have their cleaning on the same day of the week every, one and two weeks. One-Time cleanings, and 4 weeks (monthly) cleanings will have different availability from Maintenance Cleanings due to the amount of time estimated for our detailed cleans.

Cleaner Technician

One of our favorite requests is for a customer to request a specific technician for each visit because they have truly impressed them. If having the same tech is a priority for a customer, we can look at openings that will provide that consistency as often as possible. We are always happy to work with these requests, but due to vacation, illness or departure from the company, Eagle Cleaning may occasionally provide a replacement technician. We ask for your understanding that this may not always be possible for every visit.

Accessing Your Home

We are a keyless company. We recommend our clients provide secured access through electronic door keypads, garage door keypads, or lockboxes secured somewhere on the property. If you choose to leave a door open or a key in a concealed spot, we will only enter with your permission. At Eagle Cleaning, we do not hold, maintain, or take possession of any property keys for security reasons.

Photography

Eagle Cleaning Services reserves the right to take before & after pictures of our job. Please be aware, our team does take before & after photos of their work. Rest assured our technicians will never take pictures of your personal identification information,  or anything that would be personally identifiable. The photos get dumped into one secure folder and are anonymous (not attached to customer name or address).

Social Media Photos

At Eagle Cleaning, we take pride in showcasing the exceptional cleaning services we provide to our clients. We may take before and after photos to post on our social media pages or website. We understand the importance of privacy and assure you that we will not expose any personal items, such as family photos or names, in these photos. We will only showcase the areas we have cleaned and any furniture or decor that may have been moved for the cleaning process.

If you do not wish to have any photos taken of your home, please let us know before your cleaning appointment. We will always respect your wishes and your privacy. Our goal is to provide the best cleaning experience possible while maintaining your trust and respect. Thank you for considering allowing us to share our cleaning successes with others.

Pets

While we welcome pets, their safety and that of our staff is a top priority. We kindly request that you secure your pets in a designated area of your home during the cleaning service. If your pets are left inside the home during our cleaning, we will do our best to ensure their safety. However, we do not take pets outside, feed them, or clean up after any pet accidents.

Dishes

As part of our cleaning process, we will take a few minutes to load the dishwasher to free up the sink for cleaning. Please note that any dishes found in the dishwasher will be presumed to be dirty. If this is not the case, we kindly request that you empty the dishwasher before your scheduled cleaning. Additionally, any dishes left in the sink will be presumed dishwasher-safe and will be loaded into the dishwasher for cleaning. However, if you have a sink full of dishes that require hand washing, this will be considered an additional service and may incur an additional fee for this add-on service. We will provide you with a quote for any additional services required before starting the cleaning process.

Recycling Guidelines

We care about the environment and encourage our clients to recycle. We ask that you separate and dispose of your recyclables in accordance with your town’s guidelines before our arrival.

Close-Door Policy

Our clients’ privacy is one of our priorities. We respect our client’s privacy, so each cleaner technician is trained to abide by our closed-door policy. Our closed-door policy states that ANY door, or drawer that is closed upon arrival will remain closed. If you have a specific door that needs to be opened to clean behind but is left shut for a specific reason, please make us aware. We will document on your file which doors are left shut and can be opened to clean behind.

Confidentiality

At Eagle Cleaning, we recognize and acknowledge that this Agreement creates a confidential relationship between our company and the client. We understand that information concerning the client’s business affairs, customers, vendors, finances, properties, methods of operation, and other such information, whether written, oral, or otherwise, is Confidential Information. Therefore, we agree that we will not, at any time during or after the term of this Agreement, disclose any confidential information to any person whatsoever. We also agree to bind our employees to the terms and conditions of this Agreement. Clients have the option to opt out of their public reviews and private feedback being used as a reference or testimonial for Eagle Cleaning to market its services.

Non-Solicitation of Employees

At Eagle Cleaning, we invest significant time and resources in finding, screening, hiring, and training our employees to provide the best service to our clients. We take pride in our low employee turnover rate and therefore do not allow our employees to engage in a working relationship directly with any customer for 24-Months after employment termination. We kindly request that our clients do not solicit our employees for hire directly. If this policy is breached, a finder’s fee of $5,000 will be assessed if any client chooses to hire a cleaning technician employed by Eagle Cleaning on an individual basis for private work. Thank you for helping us maintain our success by respecting our non-solicitation policy.

Quality Control and Client Feedback

At Eagle Cleaning, we value your feedback and communication to ensure the highest level of quality in our services. Our quality control system is dependent on your input, and we encourage you to provide us with your overall experience and feedback regularly. We strive to address any issues or concerns that are important to you promptly. Our employees take great pride in their work and want to be informed if you are dissatisfied with a service. We ask that you kindly use our feedback surveys each time your home is cleaned to help us maintain ongoing communication with our office and your cleaning technician. Constant communication is the best way to ensure consistency of services. Thank you for your feedback and for helping us to provide the best possible service to you. “Like we always say… ‘we can’t fix what we don’t know!”

Price Increases

At Eagle Cleaning, we strive to provide you with the best cleaning service possible. Our rates may be subject to change at any time, but we will always provide advance notice of any price increase. Additionally, if the conditions or needs of your home have changed, a price adjustment may be necessary. If you discontinue service and later reinstate services, you may receive a new rate.

No-Touch Items/Valuables

To prevent accidents, we recommend that clients take special care of curio cabinets, figurines, glassware, and items of significant value or sentimental importance by either cleaning or putting them away during the cleaning visit. We encourage our clients to put sentimental or irreplaceable items away or dust the items themselves, and make us aware about them. In the event that an item is accidentally broken by one of our cleaning technicians, Eagle Cleaning will make every effort to cover the cost of repair or replacement, provided the value is verifiable. The client is required to retain the broken item for Eagle’s Cleaning Services to inspect.

Please make sure to put away valuables, like jewelry and money. Our technicians are carefully screened and trained to enter your home and respect your possessions; however, their position is a vulnerable one, especially when things go missing. We truly appreciate your help with this matter.

Often, items are misplaced or put away by the resident(s) and not by the cleaning crew, and for that reason, we ask you to safely put away your valuables and make a note of them. To protect our technicians and your privacy, please be sure that any confidential or potentially illegal documents or substances are put away before your scheduled cleaning.

Damages/Breakages 

To prevent potential damage and uphold safety protocols, we do not climb higher than a 2-step ladder. Higher items will only be dusted w/an extension duster. We cannot move furniture and laundry appliances, but we will try to reach any visible places either by hand or with an extension duster. Breakage incidents can occur unexpectedly! Eagle Cleaning cannot be held responsible for any damage caused to items that are not securely fastened, have unstable bases, or are not properly secured (e.g., pictures, floating shelves, chair legs).

Employee Health and Safety

We prioritize the safety and well-being of our employees while providing high-quality cleaning services to our clients. Therefore, we have a Hazardous and Expertise Policy outlining the list of items and areas that we do not clean due to safety concerns or lack of expertise. So we ensure that the workplace safety and lifting limits established by the Occupational Safety and Health Administration (OSHA) are met. 

We do not clean animal feces, human blood, bodily fluids, or any hazardous material that could potentially put our employees’ health at risk. Additionally, we do not clean mold, asbestos, or any other harmful substance that requires specialized training or equipment. We also avoid cleaning areas that cannot be reached with a 2-step ladder, such as high ceilings or hard-to-reach corners. They are strictly prohibited from moving heavy items that require more than two people or specialized equipment to move safely.

Our technicians have also signed safety documents that may limit them from performing certain tasks. Unsafe environments include but are not limited to: ongoing construction projects, no electricity or running water and a presence of spiders, harmful insects, maggots, or rodents. Overwhelming amounts of clutter prevent free access throughout the home. Dangerous pets are loose during cleaning service. Physical or verbal abuse.

We are required by OSHA Safety Workspace Standards to wear slip-resistant shoes at all times.* Please do not ask our staff to remove their shoes. 

We provide a non-slippery shoe cover!* 

Please note that this list is not exhaustive and may be subject to change based on our ongoing evaluation of safety and expertise. We appreciate your understanding and cooperation in helping us maintain a safe working environment for our staff while providing you with the best possible cleaning services.

Climate Control

We ask that you ensure the temperature inside your home is set to a comfortable level before we arrive. Our technicians cannot work in environments that are too hot or too cold as they can be physically uncomfortable and potentially hazardous. We kindly request you please set your A/C at least to  74* F in COOL AUTO MODE, and in the SUMMER 64* F HEAT AUTO MODE.* prior to your cleaning technician arrival. 

Dust Resettlement and Specialized Cleaning

Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time and effort. Kindly understand that there may be some dust resettlement after our departure. While we make every effort to minimize airborne dust, complete prevention is not always possible. We try to limit the dust in the air but cannot prevent this entirely. We cannot guarantee the results of mini-blind cleaning. Excessive build-up may require a professional mini-blind cleaning service. 

We dust small items based on the size and the number of items on a shelf or flat surface like a mantel. If there are knick-knacks, collectibles or more than ten items per shelf in the bath, we may dust the items where they sit and the surface around them.

Cleaning Supplies

Eagle Cleaning provides all the cleaning supplies(Eco-Friendly, Practical, and Highly Effective) for the first booking unless you prefer using your own. However, deep cleaning may require stronger chemicals, such as BKF cleaning products. Inform us of any allergies. We just need the Kitchen and bathroom trash bags for replacement. We kindly request that you leave the spare ones somewhere they can see or inform us where they are located since our techs are not allowed to look for them. In addition, we require all clients to have one brush and plumber per toilet. Please ensure you have a toilet brush in each bathroom of your house. For health reasons, our techs don’t carry toilet brushes!*

Satisfaction Guaranteed

We always strive to provide meticulous and high-quality cleaning services. However, if we happen to miss something or if the service provided is not to your liking, we stand by our promise and take full responsibility for our work. We will work with you until you are completely satisfied with the services we have provided. Our 100% guarantee covers 24-Hrs upon stamped photos from the date and time of your cleaning by calling or emailing our office. We will promptly return and re-clean the area that was missed. However, please note that we cannot guarantee a touch-up for items or areas that have been damaged in the past, improperly cared for, stained, or have aged past the point of cleaning. While we do not offer refunds, we will work closely with you until you are completely satisfied with the services received. 

Our ultimate goal is to ensure that you are happy with our services and that your home is sparkling clean. 

Thank you for reviewing our customer guidelines. We hope that they provide you with a clear understanding of our services and policies. If you have any questions or concerns, please do not hesitate to contact us.