Frequently Asked Questions (FAQ)
What’s your policy?
We at Smart Touch Cleaning strive to offer our clients the best value for their cleaning dollar in comparison to our competitors while in turn offering our staff above average pay. In order to do so we have the following policies and ask that every client reviews and respects our company policies as stated below –
PLEASE BE ADVISED THAT WE LIMIT OUR LIABILITY FOR DAMAGE TO THE COST OF YOUR CLEANING AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY OR THAT WERE DAMAGED PRIOR TO OUR CLEANING. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.) Curio or nick-knack items of extreme value, (monetary or sentimental) should be stored in a case behind glass or dusted & cleaned by the owner. All surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be properly sealed and ready to clean without causing harm when common cleansers are used.
Due to our flexible and ever-changing schedule and the Triad area growing traffic, it is often difficult to commit to exact arrival times, therefore WE DO NOT GUARANTEE ARRIVAL TIMES TO ANYONE BUT OUR 9 AM CLIENTS. We service homes between the hours of 7:45 am and 4:00 pm. Even if you normally have an afternoon cleaning, there may be times that we need to clean your home in the am instead. If you need an approximate time of arrival please call our office number – (336) 505-9280 after 8:30 am the day of your cleaning for our guesstimate based on that days scheduling, and we will make every attempt to pin our arrival time estimate down to a 1-hour window of time-based on that day’s work load.
The house cleaning industry is one that has very low-profit margins, therefore we schedule all of our jobs on a daily basis based upon what work is available that particular day, and we plan for no down time between jobs if possible. If you do insist on a specific time (other than 9 am) please be advised that if our scheduling does have any sort of down/ wait time that we will try our best to work with you in order to meet your needs but we may need to charge you an additional fee to cover the time that employees are asked to wait between jobs. (These fees are based on North Carolina minimum wage per person for the time that they are asked to wait. (Our teams normally range from 1 – 4 people per team)
Last-minute cancellations can wreck havoc on our scheduling, causing both our other customers and our staff great distress. You may reschedule, skip, add, or cancel any of your cleanings, however, we do ask for a 48-hour notice of any of these actions. Cancellations (for any reason) happening with less than a 24 hr notice will be charged for 1 hour at our current hourly rate, if your cancellation is received after we have traveled to your home you will be charged for the full amount. Payment will have to be made in full prior to our scheduling any further work. All cancellations must be made through the office/ owner of the company by calling (336) 505-9280 Please do not tell your cleaner. All cancellations will also cause your rate to increase to the next level (for example – skip a weekly cleaning and you will have to pay the bi-weekly rate for your next cleaning)
Please understand that unlike other industries such as retail, hairdressers, etc. we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without notice. When we schedule your cleaning job we reserve that space/ time for you and you alone. Our staff depends upon your job being there in order for them to make their salary. Cancellations cost them dearly and we find that if they lose out too often they quit. YOU are vital in helping us to retain our excellent cleaning staff. We understand that you do not want to see different faces each and every time we clean and we don’t want to have a continual revolving door of new hires either.
Health matters – We ask that you notify our office by 7:30 am if you or anyone in your family is sick or has a contagious illness so that we can take precautions or choose to re-schedule your job. We will also never send one of our team members into your home if we know that they are ill. Please note that due to health reasons we do not clean up after pets.
We provide all of the appropriate equipment and supplies necessary to do our jobs. The chemicals that we use are all certified safe by agencies such as Green Seal and the EPA’s designed for the environment program. We professionally train our staff in the use of these products and equipment. While we are happy to use your alternative products or equipment the use of anything other than what is issued by our company will void our 24-hour guarantee
Any jobs requiring extra or unusual supplies and/ or equipment will be billed additionally for these services. Any additional services not normally included in the cleaning package that you select will also be billed additionally unless it is noted on your service agreement at the time of your estimate. (for example – Stone sealers, floor buffers, carpet extractors, etc)
We have a “No check/ No clean” policy. Payment is expected in full on the day of the cleaning. For your convenience, we do have an Invoicing program, where all services are invoiced and paid for once monthly. This service pays for cleanings in advance and receives a 5% discount as long as your payment is received in our office by the 4th of each month. (Discounts do not apply if payments are made/ received later than the 4th of the month). if a credit/debit card is provided and declined, we will keep trying to process the card until the payment is cleared. Smart Touch Cleaning will not be responsible for any overdraft fees or any bank fee, if after 10 days the payment is not cleared you will be charged another $40, after one month will be 5%, if passed 90 days legal and/or collection fees will be added, sent to a collection agency.
As a customer, you are entitled to a no-hassle buying experience. We accept checks, American Express, Visa, MasterCard, and cash. Any check returned from your bank will be assessed an additional fee of $35, if made good within 3 days of notification. Checks/Credit card/Debit card not made good within 3 days are subject to a fine of up to 5 times the value of the check + legal and/or collection fees. If your account is paid more than 10 days late for any reason we charge an automatic $40 administration fee and interest will start accruing after 28 days at the rate of 5% per month. Since we send a Team of two and three people we require a minimum of $99 per service. Example when booking if the total price shows $20 you still have to pay $79 to meet the minimum payment.
We need to be able to work freely and without distractions. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others while cleaning your home. This includes children and pets. Be advised that if we are subject to distractions that affect our ability to work in our normal fashion or speed we reserve the right to charge for our extra time spent in the home.
If for any reason an employee of Smart Touch Cleaning feels that their personal safety is in danger enough to leave the job site, due to actions by the customer, guests of the customers or others at the job site, the Smart Touch Cleaning customer will still remain liable for the full cost of the job.
Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that is already done to some surfaces. Other items may take a couple of cleanings to look their very best. In cases of extremely cluttered areas or surfaces we reserve the right to use our prerogative to skip those areas in order to avoid damaging items or hurting ourselves.
Special requests – We love them, however, we do ask that you call the office in advance to assure that your cleaning team who is responsible for cleaning several homes each working day, will be able to accommodate your special requests without impacting our other clien's needs for arrival times , etc,
Vacations and Holidays – Smart Touch Cleaning is closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and the day after, and Christmas day. If your regular cleaning lands on one of these days we will reschedule you to another day. Weekly clients will have the first choice of rescheduled dates, then bi-weekly, then monthly. If you will be out of town or on vacation during a holiday week please let our office know as soon as possible to avoid a lock-out fee.
Your Satisfaction is guaranteed. While we do not offer refunds on services that have been provided, we will return & re-clean any areas of concern that are reported to us within 48 hrs of our cleaning.
When entering into an agreement for services with Smart Touch Cleaning you agree not to solicit for hire any staff member introduced to you by Smart Touch Cleaning for any home-related services. If you are found to have solicited one of our staff please be advised that our referral/ training fee is $2,500 payable to Smart Touch Cleaning immediately upon employing our staff for any services to your home/ business + your maid will be terminated immediately from our employment as they will also be in breach of their own non-solicitation agreement.
No representation or warranty made by any other person working for Smart Touch Cleaning, expressed or implied other than the company owner – Hicham NAsseh, which is not specifically set forth herein, shall be binding upon Smart Touch Cleaning. Smart Touch Cleaning reserves the right to re-evaluate rates and/or change the Service Agreement &/or policies at any time.
Smart Touch Cleaning does not allow its employees to take any item(s) of any nature from a customer’s home without first having written permission for our office records. This is done for your protection as well as ours. If you choose to give your cleaning staff something (a lamp for example) that you no longer need please protect them by also sending a note to the office that states that you gave them the item to prevent our staff from receiving reprimands or being terminated.
Referrals – Please let your friends and family know about us. If someone you refer to us uses our services just once you will earn $25 for the referral. However, if that referral continues to use our services for 1 year you will earn a free cleaning (valued up to $100) after their 1 yr anniversary. Please email our office to let us know who you have referred so that we can properly track and credit you
Do you clean Airbnb?
Do you clean towels and bedsheets at the premises or you take them to laundry service?
we do both, please note an additional fee will be added when we take towels and bedsheets. WE ARE NOT RESPONSIBLE FOR THE TEAR AND WEAR OF ANYTHING, ALL TOWELS BEDSHEETS MUST BE PROVIDED BY THE AIRBNB OWNER SMART TOUCH CLEANING, WILL STORE YOUR TOWELS AND BEDSHEETS FOR UP TO 20 DAYS FROM THE LAST SERVICE,AFTER THAT SMART TOUCH CLEANING, CAN CHARGE A STORAGE FEE OR DISPOSE OF ANY BEDSHEETS OR TOWELS LEFT.
How much do you charge for AirBnb?
it depends on the size of the AirBnB, but the regular price is $120 per service for up to one hour and 30 minutes, anything after that cost will be $200 for up to three hours of cleaning.
Your Home – Our work place
OSHA requires employers to ensure the safety of all employees in the work environment. In following these requirements we ask your assistance in helping our staff to have the following as required by OSHA
Appropriate footwear is required to be worn at all times where there is a risk of foot injuries from hot, wet, slippery, corrosive, poisonous substances, falling objects, crushing or penetrating actions. Shoes should be enclosed and have non slip soles.
Protective gloves, aprons, shields, or other means of protection are provided and required if the employee has potential to be cut or has reasonably anticipated exposure to corrosive liquids, chemicals, blood or other potentially infectious materials.
Making sure that rooms are well ventilated, so that the employee can avoid working with strong chemicals in poorly ventilated rooms.
Maintaining a proper temperature in the home / work place. OSHA recommends temperature control in the range of 68-76? F and humidity control in the range of 20%-60%.
Rest periods- every employee is entitled to 10 minutes of rest time per every four (4) hours or major fraction thereof. This is paid time.
Have more Questions?
What areas do you service for house cleaning and office cleaning? Smart Touch Cleaning services The Triad Area ,Advance, Bermuda Run, Pfafftown, Mocksville,Winston-Salem, Kernersville, High Point, Clemmons , Lexington, Lewisville, Tabacoville, Rural Hall, WalkerTown, Colfax, Thomasville, Welcome, Oak Ridge, summerfield and Greensboro..
When do you clean? Our hours are Monday thru Friday 8:00 a.m. thru 6:00 p.m. Although we do not normally work on Saturdays we can occasionally arrange to do so for one time cleanings at a slightly higher rate. Same day services can sometimes be arranged for Mondays and Tuesdays, unfortunately we do not have that capability for later in the week without prior arrangements, please call 48- 72 hours in advance to arrange for possible cleaning later in the week.
Do I have to be home when you clean? No, you do not have to be home. In fact the majority of our clients provide us with keys to their homes. However if you choose to be home while we clean we welcome you to do so. We understand that you may prefer to get to know us prior to allowing us to work on our own. We cannot however assume liability for injury to anyone in the home other than our own employees; therefore we ask that you stay out of our working area and off of wet floors.
How do you handle keys that are given to you to retain? If you chose to provide us with keys to your home rest assured that we take the utmost care in protecting both your key and your home, Keys are numbered and never have names attached to them. They are only issued the day of your cleaning and are checked back in to be deposited into our safe daily.
Do you offer additional services: Yes with a fee;Additional services like Laundry, Organizing, picking up item from the floor (more than 10 items, less 10 items are included), putting boxes away (we are not a moving company, and our employees are not authorized to lift anything more than 20lb), Hand washing dished. putting away dishes…(if there are a few pans a pots in the sink we will clean them at no cost, more than 5 items will be charged a fee). PLEASE NOTE ALL ADDITIONAL SERVICES MUST DISCUSSED PRIOR SCHEDULING THE CLEANING, WE WANT TO MAKE SURE TO PROVIDE YOU WITH BEST CLEANING SERVICE, REQUESTS INITIATED THE DAY OF THE CLEANING MAY NOTE BE HONORED, IT WILL CA– USE US TO BE LATE FOR OUR NEXT CLIENT.
Why do you furnish all of the equipment and supplies for house cleaning and office cleaning? We provide the equipment and supplies for several reasons :
So that all personnel is trained in the use of each chemical and piece of equipment. Knowing what we are working with allows us to provide quality results.
To free you the customer from having to keep track of what needs to be replaced, repaired, or washed
Because often unscrupulous cleaning companies will have you provide the equipment and supplies so that they can claim that you are the employer therefore if any worker is harmed for any reason while working in your home that any and all claims will be made against your homeowner insurance.
How many people come to clean my home? Depending on the home we can work individually, in teams of 2 or in teams of 3.
Are you insured? Yes, we are fully insured for your protection and peace of mind. We can provide proof of insurance at the time of each estimate. Our certificates are also available directly from our insurance company upon request..
What if something is damaged while my home is being cleaned? Please keep in mind that accidents do sometimes happen. We make every attempt to treat your home with the utmost of care and caution. If however, we break something we will leave the item and a note for you. We will make arrangements to replace the item or to pay for it. Again; this is another reason why we are fully insured. Please note – if you have items that are of extreme value, either sentimental or monetary. We would prefer not to clean these items, also please make sure any valuable item are stored in a safe and secure place. Smart Touch Cleaning is not responsible if an item is missing/Breakage. if a breakage/loss occurred a notification must be made within 24 hours of service. we cannot be responsible for items that are previously broken to our cleaning or are not fastened in a proper way.
Do I have to do anything before you come to clean my home? It is advantageous to have the home picked up as much as possible allowing us to be able to get to all areas so that we can optimize your Cleaning. If we have to spend time picking items up and putting them in their place prior to cleaning you may be billed for the extra time needed to do so.
Do you guarantee your work? We offer a 100% satisfaction guarantee. If you contact us with your concerns within 24 hours of our cleaning we will return at our expense to correct the problem.
How do I pay for my services? Payment is expected at the time of the cleaning. We accept All major credit cards; however we charged 4% extra to cover credit card fees, but you can pay using cash or check with no fees added.
I have pets, what do I do with them when the cleaner is present? We are of a firm belief that family pets are just like children. We enjoy working with them. If however, your pet is afraid of vacuums or is raucous and will not allow us to do our work we may suggest that they be placed in areas that we are not working in.
What if I do not need my whole home cleaned? We work with you to customize your cleanings to your needs. We have customers who have their whole home cleaned on a bi-weekly basis then have us come for just the bathrooms and kitchen on the opposite weeks. Tell us your needs and we will find a way to work them out for you. Please note that we do have a $50 minimum
What should I look for in a house cleaning company? When hiring a cleaning person / company you are inviting someone into your home which is one of the biggest investments that you will ever make. You are inviting someone into the lives of you and your family. Often these people are working in the home with your family members present. We recommend that you hire only persons or companies that have taken the time to consider you and your needs and offered to have a hand in protecting you in case of accident or loss. Anyone can gather some cleansers and a vacuum and call themselves a cleaner….. However, only a professional will be able to provide you with proof of their license, bond, and insurance. Also, we recommend that you work only with those cleaners who take the time to learn and study the proper cleaning techniques for today’s modern surfaces as so many of them can be damaged by improper cleaning.
Why should I hire someone who is licensed? After all unlicensed persons charge less most of the time. Persons who work “under the table” do so without thought of long-term and lasting repercussions to both themselves and their customers. They charge less because they are not paying into the system (taxes, medical, workman’s comp, insurance, social security, etc) When something goes wrong these workers will often disappear without a trace. However, you can be assured that many will be amongst the first to collect aid from our tax dollars. Please keep our economy strong and work with professionals!