terms and conditions
ALTURA CLEAN LLC. A PROFESSIONAL LUXURY CLEANING COMPANY.
By requesting a service through the online Acuity scheduling tool, over the phone, or by email, customers are bound to the following Terms and Conditions set forth by Altura Clean, LLC:
Guarantee of service
We stand by our promise of providing the premier luxury apartment cleaning service in Columbus. If you are not satisfied with the quality of your service, please contact us immediately, or within 24 hours to rectify the situation.
Payment Options
Methods of payment accepted are: Master Card, Visa, American Express, and ACH. There may be a service fee associated with paying with a debit or credit card. A credit card may be maintained on file at the time of booking and used towards your invoice. A charge of $35.00 will be incurred to the client for returned payment/insufficient funds. Cash or check are not accepted forms of payment.
The service cost will be charged once the service has started but the card on file. The client will receive a statement, receipt, and/or a detailed invoice of the service to the email address they used to initiate service.
Altura Clean, LLC reserves the right to suspend existing and future cleaning services if clients are in delinquency of two or more services, or a total amount over $100, whichever is lower, or commit a no show. A 5% late fee will be assessed per week for outstanding payments. If outstanding payments are not made within 30 days of original service, client accounts may be sent to collections or have legal action taken against them.
Pricing
Altura Clean, LLC operates with a flat-fee pricing structure. Flat fee pricing does not reflect additional required state and local tax. Please note that the company may charge a price other than the agreed upon service price if the unit or suite does not meet the guidelines for the selected service.
We maintain a flat-fee pricing policy that is based on the number of bedrooms and type of cleaning product. We reserve the right to change, increase, or alter these prices at any time without notice.
Services
Upon request, Altura Clean, LLC agrees to provide a task list and all cleaning detergents and equipment (vacuum, mop, bucket, chemicals, etc.) required to carry out the service, unless other arrangements have been made. Any cleaning equipment provided by the client requires prior agreement by The Company and, in such case, the client is responsible for any damages, complications, and/or issues that may occur due to using client-provided equipment. Client further takes responsibility for the safety, reliability, and effectiveness of equipment provided and is ultimately liable for damages, complications, and/or issues that may occur as a result of use.
Please advise of anything in the home that is not working properly: doors, windows, faucets, drawers, etc.
Service cleaners are required to wear full uniforms, personal protective equipment, and shoes during service to be in compliance with state and federal guidelines.
The client agrees to allow the cleaner access to hot water, electric, and/or any other utility needed to complete agreed upon services.
The client understands and agrees that photos will be taken of the work areas by the service cleaner before and after service for quality control and to ensure services are properly administered. These photos become the property of Altura Clean, LLC and can be used in marketing and promotions, at the discretion of the company.
The service cleaner will examine the areas to be serviced with the client if they are present before and after the service has been rendered to maximize effectiveness, accuracy, and understanding of the provided service.
All service cleaners working on behalf of Altura Clean, LLC have been fully screened through a personal interview and verification of employment history.
After the termination of the cleaning service provided by Altura Clean, LLC, the client agrees not to hire or use any services provided by a present or past service cleaner introduced to the client by Altura Clean, LLC. If the client does wish to hire or use services provided by a present or past service cleaner outside of Altura Clean, the client will pay a referral fee of $500 to the company and the service cleaner will no longer be employed by the company.
Altura Clean, LLC will not be held responsible for any triggered alarm systems. Clients should give any special instructions for deactivation and activation of any household alarm systems.
Client agrees that if a security or fire alarm is triggered by Altura Clean, LLC and the monitoring company is unable to safely disarm an alarm, services will not be performed and the client will be charged the full service fee.
Altura Clean, LLC, is not liable for any charges or fees imposed by security and monitoring services for triggered alarms.
Cancellation policy
We require a minimum of 48 hours cancellation notice (holidays and weekends included). If you need to cancel or would like to reschedule your appointment please email our Support Team or call the office directly.
Client agrees to pay the full price of the service in the event of a lock-out caused by service cleaners being turned away by the rental office, no one home to let them in, or problem with client’s keys. A reasonable attempt will be made to contact the client if such a situation occurs. Altura Clean, LLC will make attempts to call the client no less than three (3) times and wait no more than fifteen (15) minutes for a response from the client before terminating the service. Altura Clean, LLC reserves the right to suspend and/or terminate accounts of clients who no show.
A charge of 50% of the service fee will be charged if the 48 hour cancellation policy is not honored. Excessive cancellations with less than 48 hours’ notice are subject to cessation of services.
Client agrees to pay the full price of the scheduled service if the client cancels or changes the date/time less than 24 hours prior to the scheduled service.
If you would like to cease recurring service temporarily, long-term or permanently we request 2 weeks notice before your next cleaning service. Please send notice to our Support Team.
Confidentiality and Security policy
The safety of our clients and cleaners is paramount at Altura Clean, LLC. We maintain a strict policy regarding the privacy of our clients. We guarantee discretion and do not share information including, but not limited to, e-mail, residential addresses, telephone numbers, and profiles with third parties.
We do not allow anyone into the residence without explicit direction from our client. We also ask that you inform us of expected service and delivery persons or if someone will be in the home working or visiting upon the service cleaners’ arrival.
Insurance
Altura Clean, LLC has liability insurance. The policy may cover any accidental damages caused by a service cleaner working on behalf of Altura Clean, LLC, reported within 24 hours of service date.
All fragile, breakable, or high value items must be secured or removed before the time of cleaning. These items must be made known to Altura Clean, LLC prior to your service. Items excluded from liability are: cash, items of sentimental value, art and antiques.
The insurance policy is subject to a number or further terms and conditions. Claims will not be arranged for the insurance referred to if Altura Clean, LLC has not been paid for the rendered services by the client, in accordance with terms and conditions of this agreement. Any insurance claim submitted by the Client may void the insurance policy in this clause in which the loss will only be recoverable under the policy of the client.
Customer Satisfaction
In case of a complaint, the client is required to notify Altura Clean, LLC within 24 hours of the completed service. Altura Clean, LLC does not provide, or issue, refunds of any kind. Any service that the client does not feel is satisfactory will be investigated by Altura Clean, LLC and, if necessary, may include a recovery cleaning at no charge to the client.
The client accepts and understands that poor service, breakage/damage or theft must be reported within 24 hours from the service date. Complaints submitted after 24 hours of the rendered service will not be accepted.
Altura Clean, LLC may require the presence of the client or their representative in the beginning and at the end of the service so that an inspection can be carried out to ensure completion and satisfaction.
Altura Clean, LLC may take up to 7 business days to respond to a complaint.
LIABILITY
Altura Clean, LLC may not be liable for:
Completing tasks which are not stated on our task list;
Services not completed due to the lack of suitable cleaning detergents and/or equipment in full working order, hot water or power provided by the client;
Third parties entering or present at the client’s premises during the cleaning process, including the client, other persons, or animals;
Wear or discolouring of fabric becoming more visible once dirt has been removed;
Failure to remove old/permanent stains that cannot be removed using standard cleaning methods;
Existing damage or spillage that cannot be cleaned/removed completely using cleaning detergents and equipment or standard cleaning equipment;
Any damages caused by a faulty or non-functional equipment supplied by the client.
Altura Clean, LLC reserves the right to refuse services on items which need special cleaning methods and special cleaning detergents.
Altura Clean, LLC is not responsible for any damage to personal items, clothing, fabrics, furniture, or other items found inside the unit caused by the use of cleaning chemicals or equipment. This includes, but is not limited to: discoloration, deterioration, scratches, scrapes, warping, removal of finishes, rusting, permeability or retention of chemicals in or on surfaces, erosion, or otherwise unforeseeable destruction or breaking down of item or material.
Altura Clean, LLC is not responsible for any issues, complications, or bodily harm to clients, persons, or animals caused by the use of cleaning chemicals and equipment. This includes, but is not limited to: inhalation of chemical fumes, contact dermatitis or irritation, accidental ingestion, burns, or accidental death.
Privacy Policy
If you are looking for our privacy policy, please click here to read it.