Office Policies

OFFICE HOURS

Our standard office hours are Monday through Friday 9:00 a.m. - 4:30 p.m. and Saturday 9:00 a.m. - 3:00 p.m. and we welcome your calls.

PAYMENT TERMS

Zen Home only accepts payment by credit card. We gladly accept American Express, Visa, MasterCard and Discover. All credit card payments are processed one day prior to your cleaning. You will receive a payment receipt emailed to the email address listed on your account. Should Zen Home not be able to process your credit card payment prior to the day of the cleaning, your account will be subject to a $15.00 charge.

CANCELLATION AND NON-ENTRY POLICY

We understand that there are times when you might need to cancel or change your cleaning appointment. We ask that you give us 48 hours cancellation notice. Due to the high demand for our services, if you cancel less than 48 hours of your scheduled appointment, you will incur a $35 per scheduled cleaner cancellation fee. Any appointments canceled less than 24 hours of the scheduled start time will be charged the full amount of the cleaning. If a Zen Home cleaning professional arrives at a scheduled cleaning appointment and is unable to gain access to your home you will be responsible for paying the full amount of the cleaning.

SUPPLIES & EQUIPMENT

Zen Home cleaning professionals arrive equipped with basic cleaning products manufactured by eco-friendly, socially responsible companies. We require that you have basic cleaning tools in your home such as a broom and dust pan, a sponge mop and bucket, a toilet bowl brush, a step stool and a vacuum cleaner. Zen Home can supply basic cleaning tools for an additional fee. Please let us know when you book your appointment if we will need to supply you with any such tools. In addition, please be aware that if the cleaning tools provide are not quality tools they may effect the quality of the job performed.

OUR EMPLOYEES

Zen home clients may not solicit our employees to be contracted or employed by you or your affiliations for cleaning services of any kind. If you would like to hire/contract one of our workers to work independently for you or your affiliates, you may request such services by informing our office in writing. If Zen Home approves such request, you will be required to pay a $3000 referral fee.

ASSIGNED CLEANING CONSULTANT

We understand that most clients would prefer to have the same cleaning consultant consistently clean their home. It is our goal to provide you with consistency. Zen Home will try to provide you with a regular cleaning consultant however, due to circumstances beyond our control, we cannot always guarantee the same cleaning consultant. At any given time we may have to change cleaning consultants. Should we have to change your cleaning consultant, we will notify you via email. To ensure that any cleaning consultant changes result in a smooth transition, in most cases we will have a quality control supervisor oversee your first appointment change.

SAFETY POLICY

Employee safety is important to us. We require our employees to wear shoes at all times, refrain from climbing ladders higher than 30", and lifting objects weighing more than 20 pounds. We do not clean bodily fluids, pet accidents or any other substance which may pose a health or safety hazard to our employees. Zen Home reserves the right to remove an employee from a job site at any time if safety is of concern or if integrity is in question.

FIREPLACES

Due to the health risks associated with the inhalation of soot from fireplaces, Zen Home does not clean soot from fireplaces. We will gladly clean around the fireplace. Should you require fireplace cleaning, Zen Home can suggest a reputable company to assist you.

LAUNDRY

Zen Home will wash and fold laundry with pleasure. We require that you provide all laundry detergent and necessary monies for operating laundry machines. Please leave all laundry supplies in a clearly visible area. We ask that you do not include any delicate or dry clean only items in your laundry hamper or laundry bag. In addition, since we are an environmentally friendly cleaning service that does not use bleach or bleach alternatives, should you provide and require our cleaners to use such products, we do not assume responsibility for any accidents resulting from such use. Zen Home also does not assume responsibility for delicate or dry cleaned items accidentally left in your laundry hamper or laundry bag.

PETS

At Zen Home we understand how important your pets are to you. We are a pet friendly company and will gladly receive special instructions regarding your pet's safety. Due to health concerns, Zen Home cannot allow their cleaning consultants to handle any pet feces.

COMPUTER/ELECTRICAL WIRES

As we aim to handle all items in your home with care we know that computer wires, cables and cords can be of a delicate nature. Our in depth cleanings require that we may have to lift or slightly move these items as dust accumulates heavily in these areas. Please notify our office if contact with these wires, cables and cords can disconnect your computer system. If so we will ask our cleaning consultants to skip these area.

DAMAGES

Zen Home cleaning professionals treat your home with the utmost respect. However, due to the nature of our business, accidents can happen. Should a damage occur to your property during a Zen Home appointment, please notify our office immediately after the cleaning appointment has ended. In addition, Zen Home does not take responsibility for items previously damaged. Should you have any delicate or sensitive items in your home please notify our office representatives as we will instruct our cleaning consultants not to touch those items. If an item is damaged by our cleaning consultant we ask that you do not throw the item away as Zen Home will need to take photographs of the item for insurance purposes. If a receipt is not available for the damaged item and it is clear that the item has been damaged by a Zen Home employee, Zen Home will purchase a replacement of equal value. We cannot guarantee reimbursement for damages reported more than 48 hours after the end of the cleaning appointment or damages that we cannot physically inspect.

SATISFACTION POLICY

We proudly stand behind our work. Should you have any comments regarding your cleaning, please call us within 24 hours after the end of your cleaning appointment. If there are areas that you feel we overlooked we ask that you do not clean those areas as we will have someone report to your home within 24 hours to reclean the areas of concern. While we are unable to issue refunds, if necessary, we are happy to re-clean any areas of concern.

**BY ACCEPTING ANY ZEN HOME APPOINTMENT CLIENT ACKNOWLEDGES THAT THEY HAVE READ, FULLY UNDERSTAND AND AGREE TO ALL ZEN HOME POLICIES.**