PAYMENT POLICY
To secure your booking, a valid credit card number is required. Please note that we will not charge your card; it is only for confirmation purposes. An invoice will be sent upon completion of your services for payment.
We accept the following payment methods: Zelle, Venmo, checks, debit cards, and credit cards. Payments must be made within 24 hours of service completion, with a grace period of two days. After this period, a late fee of 1% will be applied for every 30 days that pass beyond the initial 72 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.
CLEANING SERVICE PRICING AND TIMING POLICY
At Marina’s Cleaning Services, we strive to provide clear, upfront pricing and deliver a quality cleaning service every time. Our pricing is determined based on the following factors: Type of Cleaning, Square Footage of your home, Number of Bedrooms, Number of Bathrooms, and Number of Pets
We offer flat-rate pricing assuming the home is in average condition. Our flat rates cover typical cleaning time based on these factors and the average condition of the home at the time of service.
Time Caps
Each cleaning service is capped at a specific amount of time, depending on the size of the home and the complexity of the tasks requested. Please review your booking confirmation for the specific time cap for your scheduled service.
Additional Time & Worst-Than-Average Conditions
If, upon arrival, our cleaning team determines that the home is in worse-than-average condition, additional time may be required to ensure the requested cleaning tasks are completed to the highest standard. If this is the case, a member of our customer service team will contact you to discuss the additional time needed and any related charges.
Price and Satisfaction Policy Due to Unapproved Additional Time
We will never charge extra or spend additional time without your prior approval. If additional time is required and you choose not to approve it, we will work with you to prioritize the most important areas of your home within the time allocated. However, please note that we cannot guarantee the satisfaction of the cleaning nor issue any refunds for unsatisfactory results if we are unable to complete the full scope of work within the original time limit given that we were not granted the additional time recommended to ensure the best quality of service.
We are committed to providing the best possible service within the agreed timeframe and will always communicate with you openly if any adjustments are necessary. Your satisfaction is important to us, and we want to ensure all our cleanings meet your expectations with full transparency.
CANCELLATION & RESCHEDULE POLICIES
Marina’s Cleaning Services has a 48 business hour cancellation policy of $75 or half the service price depending on booking type 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. Service reliability is extremely important. We will turn down business to not disrupt your regularly scheduled cleaning, please we ask for the same respect.
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. Feel free to call our office and/or reschedule your service directly on our website through your member portal. Let us know if you do not have access to the member portal, and we will be happy to send you an invitation email!
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 turned away at the door, a cancellation fee equal to $75 for all regular and recurring cleaning services and half the service price for all other cleaning services 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 for any booked cleaning service. 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.
UTILITY AND ACCESS REQUIREMENTS POLICY
At Marina’s Cleaning Services, our commitment is to deliver exceptional cleaning services in a supportive and safe environment. To ensure our team can operate effectively and maintain the high standards of service you expect, we require the following conditions to be met at the time of service:
Utility Availability: Essential utilities such as electricity, water, and sewer must be fully functional. These are crucial for our team to perform comprehensive cleaning tasks.
Unobstructed Service Area: The cleaning area must be accessible and not obstructed by other concurrent services. If other service providers are working on the property and interfere with our ability to clean effectively, it may necessitate cancellation.
Safe and Hazard-Free Environment: The premises should be free from pests and any hazardous conditions that could pose a risk to the health and safety of our staff. Should our team arrive and find that these conditions are not met, the scheduled cleaning may be subject to cancellation. If cancellation is required, a cancellation fee at 50% of the service fee will be billed to cover our travel and operational preparations.
We kindly ask for your cooperation to ensure a smooth and successful cleaning service. Thank you for your understanding and for helping us maintain a safe and efficient work environment for our staff!
LOCK OUTS POLICY
If 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.
HIGH TO REACH AREAS POLICY
In our cleaning process we utilize long dusting tools to reach high areas. Due to insurance policies we are not permitted to step higher than our 2-step stool or lift heavy objects or furniture.
SYRINGES POLICY
Should any member of your household require the use of syringes, please ensure that they are disposed of safely. Any secure container like a coffee can, can be used to store used syringes
and/or needles prior to final disposal. Any unexpected stab by an insecure needle can pose serious health concerns to our staff.
CONFIDENTIAL AND ILLEGAL SUBSTANCES POLICY
To protect our cleaners and your privacy, please be sure that any confidential or potentially illegal
documents or substances are put away before your scheduled cleaning
BIOHAZARD MATERIALS AND SUBSTANCES POLICY
Our company is committed to providing safe and effective cleaning services. However, we are not equipped to handle biohazard materials, including human waste, bodily fluids, mold, or any hazardous substances that pose a risk to health and safety. For the well-being of our team members and clients, we reserve the right to refuse service for any site containing biohazards.
If our team encounters biohazard materials during cleaning, the affected room or area will be excluded from service. Cleaning of the remaining property will only proceed if the biohazard materials are safely contained. Please note that no price reductions will be made to the quoted price if certain areas must be excluded due to biohazard materials.
Additionally, if our service providers find biohazard materials in a large area that poses a danger and cannot be contained, we will be unable to continue with the cleaning service. In such cases, we will refer you to a certified biohazard cleaning company that is equipped to handle these materials. A cancellation fee of 70% of the service fee will apply, and our team will leave the premises.
We kindly ask all clients to inform us of any biohazard conditions prior to our arrival to ensure a smooth and safe service experience.
Thank you for your understanding and cooperation.
OVEN CLEANING CARE INSTRUCTIONS & POLICY
Thank you for trusting us with your oven cleaning! To ensure the best results and safety, please follow these important post-cleaning guidelines:
Ventilation
After cleaning, we recommend leaving your oven slightly or fully open for proper ventilation. This will help to completely dissipate any residual fumes or odors from the degreaser and cleaning products used. For optimal results, we suggest allowing the oven to ventilate for at least 1 hour after cleaning.
If You Prefer to Close the Oven
If you prefer not to leave the oven open, please note that even though the oven has been thoroughly cleaned, enclosed spaces can retain some fumes or odors from cleaning products. In this case, we advise avoiding use of the oven for at least 24 hours to allow all odors and fumes to fully dissipate before cooking.
Post-Cleaning Use
If you choose to use the oven immediately after the cleaning process, please be mindful that some residual smell from the cleaning products may linger for a short time. This will dissipate with further use and ventilation.
Liability Disclaimer
Please be aware that if the above ventilation instructions are not followed, and the oven is used prematurely, we are not liable for any issues, damage, or discomfort that may occur due to lingering fumes, odors, or residue from the cleaning products.
BEFORE AND AFTER PICTURES POLICY
Before and after pictures of your property may be taken by our service providers solely for the purpose of documenting the condition of your property prior to and following our cleaning services.
These images will be used strictly for internal quality control and liability management.
We assure you that your privacy is our priority; these images will not be shared or used for marketing purposes without your explicit written consent. Should we wish to use any photos in marketing materials, we will request your approval beforehand and ensure that all personal belongings are blurred or removed to protect your privacy.
DAMAGE OR BREAKAGE POLICY
We make every effort to take the greatest care while in your home, but we understand accidents happen. We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our team. Damaged or broken items must be reported to Marina’s Cleaning Services, LLC office within 48 hours of service.
We are a fully insured company and will take responsibility of any true damages caused by our team after approval from management and proper research from our insurance claim adjuster.
Note: Marina’s Cleaning Services, LLC is not responsible for damage due to faulty and/or improper installation of any item. All surfaces (e.g., marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm.
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.
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:
- What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.
- What choices are available to you regarding the use of your data.
- The security procedures in place to protect the misuse of your information.
- 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