YOU'RE SAFE WITH LEGCAY HOUSEKEEPING

For a great experience, here's what you need to know!

Cleaning Supplies:  
We bring all the cleaning supplies

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Arrival Window: We ask that you please allow us a 30 minute arrival window for all cleanings booked at 8:30AM. All later booking slots allow a 2 hour arrival window. For example if you choose 10:30AM – 12:30PM, that is the 2 hour arrival window in which we may arrive. Our crew will call when they are on their way.

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** Cleaning Time: The first cleaning is quoted based on a normal home condition. If your home requires special attention we will either need to extend our time at an hourly rate or prioritize our cleaning.

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Late Cancellations:  For all recurring cleanings a 25% fee will be charged if our technicians are unable to access the home or there is a cancellation within 48 hours of your appointment.  For all one time cleanings a 25% cancellation fee will be charged if the technicians are unable to access the home or there is a cancellation within 48 hours of your appointment. We reserve the right to refuse cleaning of your home if we encounter anything that could cause danger to our technicians. This could include but is not limited to: mold, hoarding, abnormal buildup, etc. You must report any problems within 24 hours in order to take advantage of our 200% satisfaction guarantee.

Standard Cancellation Fee
Legacy Housekeeping LLC will assess a 25% cancellation fee if a repeat clean is cancelled any time within 48 hours of your appointment. For one time cleans, a 25% cancellation fee will be applied for cleans cancelled within 48 hours of your appointment.  Please be sure to provide entry instructions if you will not be home. We reserve the right to charge our standard cancellation fee for all lock-outs.

Cleaning Supplies / Equipment
Legacy Housekeeping LLC provides products and nearly all equipment required for cleaning your home. It is required that your home has running water and working electric outlets. We reserve the right to charge our standard cancellation fee if we are not provided with running water or electricity. Our technicians are not allowed to climb past the second step of a step stool. If you would like us to use specialty products (e.g., simply green, bleach, stainless steel cleaner, sponge mop), please leave it out and include this request in your special account instructions. We are not responsible for ANY damage caused by cleaning products provided by the customer.

Cleaning Guarantee & Refunds
Our work is done to demanding specifications and we will provide a 24-hour guarantee. This guarantee covers any work under Maintenance Housekeeping for ongoing service OR under Full-Service Housekeeping on an initial or move-out service. This only applies to whole home cleanings and not hourly services. It is your responsibility to notify the company of any problem within this time period (24 hours); a phone call, email, or satisfaction survey response will be sufficient.

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If it has been more than 24 hours, we will leave it to our discretion if we return for a re-clean.

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We will come back to your house for an inspection and correct the problem as soon as our schedule allows. A discount/refund will only be given after the re-clean if you are still completely unsatisfied and if we determine that the refund is justifiable. We will make every effort to be reasonable, but your house will not be re-cleaned or money refunded if there is evidence of family members, guests, contractors, or pets dirtied newly cleaned areas such as: washed floors, mirrors, etc.

Confirmation
Booking a service online doesn’t guarantee you a spot for that date/time. Your booking is not confirmed until you have received a confirmation text message and a confirmation email.

Price & Time Adjustments
If the pricing calculator underestimates the price of your cleaning and the condition of your home is worse than predicted we do have permission to either adjust the price or refuse the service. You will be notified by our technicians or by our management if they do not have time to complete the cleaning in the time allotted via text message or phone call. You will have the option to either have them prioritize the areas you would like or to extend the cleaning at our hourly rate.

Breakage
We have been trained in the proper and safe handling of items in homes. Unfortunately, accidents still occur occasionally. If this happens, you will be notified by our technician, or left a note, and given a phone call.

Reimbursement will be made up to $250 with a copy of your replacement receipt or a quote on replacement for a similar item. Items which cannot be replaced due to sentimental or antique value should be  removed out of reach, to ensure the likelihood no damages will be encountered.) We reserve the right not to touch an item. Reimbursement for items over $250 may be handled by our insurance company. All damaged must be reported within 24 hours. We will contact you after notification. If we do not hear from you within the next 30 days we will assume you do not want to have us resolve the issue and the situation will void.

Theft
The best protection is precaution. Please DO NOT leave out any money or valuables which could be lost or taken. When we find valuables left out we will clean around them.

Direct Hiring of Our Cleaning Technicians
Legacy Housekeeping LLC invests heavily in procurement to find quality cleaners. Hiring OUR current, Ex-worker(s) and/or accepting side propositions makes you liable for an employment referral fee of $1000.00 if you directly employ (legally or cash basis) anyone currently or formerly employed by us within the 2 year period prior to such employment. By using our service, you agree to notify us of any attempts to solicit or accept illegal business, otherwise; Attorney, Legal and miscellaneous expenses incurred to investigate and/or collect this fee will be added if this employment is discovered. Exchanging contact info is considered part of this breach.

Unless complying with all laws; direct, unreported or inappropriate employment practices are illegal. You acknowledge being informed that Legacy Housekeeping LLC is obligated to report illegal hiring activities. In fact, anyone may report this to the proper Government and Judicial authorities so investigation ensues. Implication, complicity or withholding knowledge of illegal activity is not only prosecutable by Legacy Housekeeping LLC (when applicable), but also by United States Federal and Local Laws.

Employee Safety
Legacy Housekeeping LLC reserves the right to remove its cleaners from your home should the environment become unsafe, our cancellation policy will apply.

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Pets
We will gladly work around pets. If your pet becomes anxious or presents a safety concern, Legacy Housekeeping LLC reserves the right to remove its cleaners from your home. If a cleaner leaves your home prior to completion, Legacy Housekeeping LLC will charge you a pro-rated expense based on work performed. If removal of our cleaning technician is due to aggressive pets, our cancellation policy will apply.

At the time of booking, you will need to identify how many pets will be in the home at the time of service. Cleaners will not clean pet waste of any kind. 

Right to Refuse Service
Cleaning Technicians have the choice to leave upon arrival if the home is in extreme condition or feel unsafe/threatened. If you book a cleaning online that is not reasonable, such as a cleaning up after a large party, the cleaners may refuse service on the spot and you will be charged the standard cancellation fee.

Clutter
We require all non-decorative items to be picked up off of the floor and furniture that is not normally used to store items. Our rule of thumb is that the cleaners have 5 minutes to organize in each room or they are to pile any clutter in one area and clean around it. Desks that have large amounts of paperwork are unable to be cleaned. Please pick up clothes, toys and paperwork before each cleaning or we will have to skip those areas and clean around it.

Dishes
Our techs do not clean dishes, or any eating utensils.

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Large and Heavy Items
For safety and liability reasons, Legacy Housekeeping LLC will not allow Cleaning Professionals to lift or move heavy items or furniture.

Satisfaction Policy
Legacy Housekeeping LLC cannot guarantee the results of mini-blind, grout, chandelier, or vaulted ceiling fan cleaning. Mold remediation is a specialty. Legacy Housekeeping LLC does not provide mold remediation and cannot be liable for any mold related risks in client home. Legacy Housekeeping LLC does not assume responsibility for the restoration of severely worn, stained or mildewed caulking and grout.

Payments
We only accept payment via debit or credit card, unless otherwise approved by office staff (not cleaners). Please do not give payment for cleanings directly to cleaners for they will not be accepted. Any cash given to a cleaner will not be accepted as payment for a job since we cannot efficiently track the payment.

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Photos

Your privacy is very important to us. By booking with Legacy Housekeeping, we may take before and after photos of your cleaning. Images used from your home is intended for marketing on the Legacy Housekeeping website and/or for social media advertising. Any photos taken will never include any identifiable person, pet or address. If you would not like images taken from your home, please request in the 'special notes' section during booking. Review the Privacy Policy for more information.