Service Agreement Policies & Privacy Policy

PAYMENT POLICY

A valid credit card number is required to book your service. We will not charge your card, this is just to confirm your booking. We will send an invoice upon the completion of your services to complete your payment. We accept Zelle, Venmo, Checks, Debit, and Credit card payments. Payments must be made within 24 hours of completion of services otherwise you are subject to a 1% late fee for every day following the initial 24 hours post service.

CUSTOMER SATISFACTION GUARANTEED POLICY

We are very confident of the quality of our cleaning service, and thus offer customers a 24-hour Customer Satisfaction Guarantee. Please let us know within 24 hours of the cleaning if there is something you are not happy with, and we will be happy to return to the location until satisfied*. We do recommend, although it is not required, that you are present upon completion of the cleaning for a walk-through with one of our specialists to ensure satisfaction before they leave the premises.

*All requests must meet the original quote requirements and services agreed upon. We will do our very best to make everything look as clean as possible and will notify if there is an area of concern that cannot be cleaned due to age, wear and tear or damage. Although we do not issue refunds, we do guarantee satisfaction of the service received.

CANCELLATION & RESCHEDULE POLICIES

Marina’s Cleaning Services has a 48 business hour cancellation policy of half the service price and a 48 business hour rescheduling policy or a penalty fee of $45. This helps keep our schedules for our employees full. We appreciate the advanced notice and understanding of the need for these policies.

We kindly ask for a 48 business hour notice of cancellation and/or rescheduling of services, or preferably the most notice you can provide once you know you will not be able to keep the appointment time. We are happy to accommodate you with a rescheduled appointment, subject to availability.

Once an appointment has been made with Marina’s Cleaning Services, we reserve the time for the client. Please note that if service is cancelled with less than 48 business hours’ notice, or we are unable to access the home upon arrival, or we are turned away at the door, a cancellation/lockout fee equal to half the service price will be charged. Similarly, if the service is rescheduled with less than 48 business hours’ notice, the client will be subject to a $45 penalty fee. Further, if we receive more than two consecutive requests for rescheduling of services for first time services, the client will be subject to a $45 penalty fee on top of their cleaning rate.

LOCK OUTS POLICY

f we arrive to your home and you forgot to leave the door open, leave a key or the team needs to leave without cleaning for any reason, you could be charged 50% of your regular cleaning cost. Our employees are paid by the hour and this fee is necessary to cover their cost. Most of our customers do entrust us with a key to their home, a responsibility we take very seriously.

ARRIVAL POLICY

We will make every effort to arrive to your house in a timely manner, but we ask for flexibility on a need to need basis. We will always do our best to keep you informed of any delays we may be experiencing due to prior cleans running longer than expected, and/or other circumstances beyond our control such as traffic, weather, or team illness. Your flexibility and understanding in these situations is greatly appreciated.

INCLEMENT WEATHER POLICY

In event of a natural disaster such as tornado and/or other inclement weather conditions we may need to skip/reschedule your cleaning in order to keep our teams safe. We’ll do our best to reschedule to the earliest available appointment.

RECURRING CLEANING SERVICES POLICY

Marina’s Cleaning Services highly values our loyal and recurring clients, and guarantees the best prices to all our loyal customers. Our weekly and bi-weekly prices are highly discounted compared to our monthly and/or one-time rates. Therefore, if more than two consecutive cancellations and/or rescheduling of services occurs, the next immediate cleaning will be charged at the monthly rate.

Our recurring services allow us to maintain our clients’ homes as clean as possible and reduce our cleaning times. Multiple cancellations extend the time between cleanings and thus increases both the time and amount of work needed to get our clients’ homes back to our recurring standards.

In order to provide all of our clients with high quality cleaning services, our prices may be subject to an annual increase in order to adjust for possible increases in minimum wages, supply chain demands, inflation, and the rise of input costs. Further, to ensure our company continues to employ vetted and experienced cleaning specialists as well as to maintain the quality of our cleaning supplies and equipment, we may need to adjust the service prices for our recurring clients on an as needed basis due to external economic changes. Our clients will be notified of any changes prior to the rendering of services and no charges will be made without prior notification and consent.

DESCRIPTION OF SERVICES POLICY

We provide our own cleaning equipment and supplies, so you don’t have to worry about buying anything!

We do not do dishes or laundry for residential cleaning services. We can pick up laundry and put it in the laundry basket if found on the floor. We do ask that all dishes are put away before arrival if the dishwasher is already full.

Services provided will be provided according to the service booked, please refer to our service pages for the specific description of our services. Requests outside of the requested service will be charged in addition to the base cleaning fee.

RENDERING OF SERVICES POLICY

Rendering of services are at will for both the client and Marina’s Cleaning Services, meaning that the client can cancel and/or reschedule their services if they follow our Cancellation and Rescheduling Policy. In that same manner, Marina’s Cleaning Services can cancel and/or reschedule services with a 48-hour notice. Further, Marina’s Cleaning Services holds the right to deny services if the   condition of the home or facility to be cleaned is deemed beyond our professional ability to clean.

PRICES POLICY

Quoted prices are based on number of bedrooms and bathrooms and are subject to change if upon arrival our cleaning specialist(s) determine the work needed to be done is beyond the pre-assigned cleaning time. The cleaning specialists are responsible for notifying the client of any possible price increase before the start of the service. Further, any location more than 25 miles from our office is subject to a distance surcharge of minimum $30. 

PRIVACY POLICY

This privacy notice discloses the privacy practices for (www.marinacleaningservicesllc.con). 

This privacy notice applies solely to information collected by this website. It will notify you of the following:

  1. What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.
  2. What choices are available to you regarding the use of your data.
  3. The security procedures in place to protect the misuse of your information.
  4. How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing 
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about marketing campaigns, fundraising campaigns, specials, new products or services, or changes to this privacy policy.

We partner with another party to provide specific services. When the user signs up for these services, we will share names, or other contact information that is necessary for the third party to provide these services. These parties are not allowed to use personally identifiable information except for the purpose of providing these services.

We use MailChimp as our secure marketing automation platform. By reading this notice you acknowledge that any personal contact information you provide will be transferred to MailChimp for processing in accordance with their Privacy Policy and Terms.

We use Google for our domain, and some embedded forms. By reading this notice you acknowledge that any personal contact information you provide on Google’s embeddable forms will be transferred to Google for processing in accordance with their Privacy Policy and Terms.

We use PodiumIO as our Client Database, Booking, and CRM system. By reading this notice you acknowledge that any personal contact information you provide on PodiumIO will be transferred PodiumIO for processing in accordance with their Privacy Policy and Terms.

We use WordPress for hosting our website. By reading this notice you acknowledge that any personal contact information you provide on WordPress will be transferred WordPress for processing in accordance with their Privacy Policy and Terms.

We use Stripe as our secure donation management platforms. By reading this notice you acknowledge that any personal financial information you provide will be transferred Stripe Privacy Policy and Stripe Terms.

Your Access to and Control Over Information 
You may opt out of any future contact from us at any time. You can do the following at any time by contacting us via the email address given on our website:

  • See what data we have about you, if any.
  • Change/correct any data we have about you.
  • Express any concern you have about our use of your data.
  • Know whether or not your data is being processed
  • Know where your data is being processed
  • Know why it is being processed
  • Have a copy of your data provided to your free-of-charge
  • Request that your data be erased

Security 
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for “https” at the beginning of the address of the Web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

Cookies
We use “cookies” on this site. A cookie is a piece of data stored on a site visitor’s hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.

Some of our business partners may use cookies on our site (for example, MailChimp, PodiumIO, Google, Stripe, etc.). However, we have no access to or control over these cookies.

Links 
This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via email at info@marinacleaningservicesllc.com