Procedures and Policies

Hours:

Office Hours: Monday Through Friday from 9am to 4pm
Cleanings: Monday Through Friday from 8 am to 5pm (last cleaning is not scheduled later than 3pm)

Holidays:

Cimara is Closed on all major holidays. If your scheduled cleaning falls on a holiday, we will contact you to reschedule your cleaning one or two weeks prior to your cleaning.

Preparation of your home:

To maximize the value you receive from our service it is helpful to straighten-up and pick up or put away clothing, toys, dishes, etc., Before your cleaning team arrives.

Products:

Cimara Cleaning provides the products and equipment necessary to clean your home. If you would like us to use a product we do not carry, then please provide that product and we will be happy to use it in your home. We cannot, however, guarantee the safety of product that you provide. We are happy to customize cleanings to fit individual needs. Please communicate these needs to our management staff and we will be happy to be accommodated if the requests are for tasks in which our cleaner has been professionally trained.

Arrival time:

We do our best to prompt and meet the cleaning time indicated. Unfortunately, due to things beyond our control, such as cancellations, illness or traffic, can affect our schedule. Our cleaners appreciate your flexibility. Please allow for an open time frame rather than an exact arrival time when possible.

Accidents:

We treat your home with great care, but accidents sometimes happen. Should any damage occur please contact the office within 48 hours of the cleaning date. We cannot be responsible for damage resulting from cleaning products supplied by customers, faulty or worn items or blinds, or items improperly installed. We prefer the staff not to handle antiques, heirlooms, crystals, collectable, delicate or expensive decoration, works of art, or any other rare or unique item. If any sch item are in your home, please be sure to let us know we will not clean or disturb them. We cannot be held responsible for any such item unless the customer has asked us not to touch it and it is damaged by accident.

Scheduling:

Maintenance cleanings will be placed in regular spots (weekly, Biweekly and Monthly (every 4- weeks) on a team whose route is in your vicinity.
Monthly (every 4- weeks) should reschedule a maintenance clean as opposed to cancelling a particular clean. This avoids more than 6 weeks between cleaning which would require a 20% fee.

Payment:

is due at the time of service. We accept cash, check, Zelle or Credit Card (3% Processing fee).

Tipping:

As many service professionals, tipping is greatly appreciated. A gratuity or a pleasant note is a great way to tell the team you appreciate their hard work.

Rescheduling/ Canceling:

Please note your cleaning dates in advance as a reminder, if you prefer not to provide a key, please ensure we will have access to your home on the day of your scheduled cleaning. Please Provide at least three business days’ notice to reschedule or cancel your cleaning, advanced notice enables us to schedule other customers into your temporarily vacated spot and ensures our employees have a full schedule.

Rescheduling a cleaning will not affect the date of a subsequent clean, which will remain in its regularly scheduled spot and will not be shifted unless requested and there is availability. This ensures that you keep your spot on your assigned team and day. Please take note of this when rescheduling any clean.

Please note that if service is canceled with less than 24 hours’ notice, OR we are unable to access the home upon arrival, OR we have turned away at the door, a cancellation/lockout fee equal to half the service price will be charged.
Cancellation is made over 24 hours and not able to reschedule, an extra 20% will be applied on the next cleaning.
THIS IS AN ADJUSTMENT for the next cleaning because the frequency of service has now changed since they   missed a service.