Please Read the Customer Guidelines!

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At Raya’s Cleaning Services, 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.

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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.

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. Additional charges will only apply if the customer has been notified and approved them.

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Preparing for Your Cleaning

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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 after we arrive. Our estimated cleaning time is based on actual cleaning and does not include time for tidying.

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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.

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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  a fee will be charge. 

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Pets

 

While we welcome pets, their safety and 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.

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Special Requests

 

If you have any special requests or additional service requests, please submit them to the office and not to the cleaning technicians. Please contact us in advance to schedule any additional service and communicate your requests.

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Appointment Arrival

 

We strive to provide excellent service to all our customers, but sometimes we are unable to provide specific appointment times. Our technicians are guaranteed to arrive between 8:15am to 11:15am for morning appointments and Between 11:00 am to 2:30 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.

Our technicians will arrive as soon as possible within the specified arrival window to provide you with the quality service you expect from Raya's Cleaning. If you have any questions or concerns regarding our appointment arrival policy, please do not hesitate to contact us.

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Accessing Your Home

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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.

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Cancellation and Lockout Policy

 

We value the time of our employees and clients. Therefore, we honor a firm 48-hour cancellation policy. If you need to cancel or reschedule your appointment, please do so at least 48 hours before your scheduled cleaning. This allows us to offer the time slot to other clients. If you cancel or reschedule within the 48-hour 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 and we need to guarantee the hours of our technicians, so cancellations doesn't affect them.

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Rescheduling Policy

 

To maintain a thorough and consistent cleaning job, we encourage our clients to keep their regularly scheduled cleaning appointments. 

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 $35.00, 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.

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Payment

 

We require payment at the time of service. We accept cash and all major credit cards, and your card on file will be charged on the day of cleaning.

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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. If you choose to leave a cash tip, please ensure it is clearly marked as such. Alternatively, you may add a tip to your credit card payment by contacting our office through a call, text, or email.​​

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Climate Control

 

We ask that you ensure the temperature inside your home is set to a comfortable level before we arrive. Our cleaning technicians cannot work in environments that are too hot or too cold as they can be physically uncomfortable and potentially hazardous.

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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.

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. Our cleaning technicians are strictly prohibited from moving heavy items for safety reasons. 

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Damages & Breakage

 

If we cause damage or breakage to an item, we will inform you immediately and work out a fair solution for repair or replacement within reason. If you notice any breakage or damage that we may have missed, please report it to us within 24 hours.

Please note that Raya's Cleaning cannot assume liability for items that were broken or damaged due to unstable bases or improper attachment or securing to the wall.

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Non-Solicitation of Employees

 

At Raya's 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 Raya's Cleaning on an individual basis for private work. Thank you for helping us maintain our success by respecting our non-solicitation policy.

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Photography and Social Media Photos 

 

We may take before and after photos during your initial cleaning appointment. These photos allow us to ensure your satisfaction and meet our high standards for cleaning. In some cases, we may also take photos during recurring appointments if the home is not in its usual condition. These photos are used for training, proof of our work performance, and promoting our quality standards.

​We take pride in showcasing the exceptional cleaning services we provide to our clients. With your permission, 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.

Thank you for considering allowing us to share our cleaning successes with others.

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Quality Control and Client Feedback

 

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. Constant communication is the best way to ensure consistency of services. 

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Price Increases

 

At Raya's 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.

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Confidentiality

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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 Raya's Cleaning to market its services.

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Our Guarantee 

 

At Raya's Cleaning, 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. Please notify us within 24 hours 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. 

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Cancellation of Recurring Services

 

We understand that circumstances can change and you may need to cancel your recurring cleaning services.

We do not require a contract, so you may cancel your recurring services at any time within 48 hours of your scheduled appointment or a cancellation fee will apply .

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​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.

We appreciate your business and strive to make your experience with us a memorable one.

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