Here at Top 2 Bottom Cleaning we believe that having the Highest Standards leads to having the Happiest Clients!
SERVICE AND CONTACT HOURS
Our contact hours are: Monday-Friday 9:00am-5:00pm.
Our service hours are: Monday-Friday 8:30am-5:00pm.
Your call is very important to us and we would love to speak with you! Please feel free to contact us via telephone call or text message at (336) 355-3809 or by email at contact@T2BCnc.com
If we are unable to answer, we are assisting another client or you may reach us outside of our business hours. Should this happen, please feel free to leave a message and we will get back to you as soon as we can.
Please note that if a message, text, or email is received outside of our contact hours, we will be sure to reply the following business day.
It is our goal to please you in all we do and with each service that we provide.
Our customers will always receive an estimate prior to cleaning. If the amount of time required to serve your home exceeds the estimate, a price adjustment will be necessary.
Additionally, if the conditions in your home change (Ex: additional pets, home renovation cleaning after construction, excess items that need to be removed prior to cleaning), a price or service revision will be necessary.
We are happy to provide you with additional services such as cleaning the inside of the oven/refrigerator/cupboards, cleaning the interior windows, if accessible, baseboard detailing, door and frame detailing, etc.).
We request that add-on services be requested in advance. This ensures that proper time is added allowing our specialists to fulfill the task at hand. Please feel free to contact us via telephone or text message at (336) 355-3809 or by email at contact@T2BCnc.com.
Additional fees are incurred when additional services are needed.
We understand that no two clients or homes are alike, as such, our pricing is based on your desires and the needs of your home. Please note that to make sure our pricing is a custom fit, we may re-evaluate the rates at any time to allow for business-related costs such as gas and travel time increases, and other cost increases. All estimates for initial cleaning and regular cleaning are subject to increases and/or discounts as deemed applicable.
Payment is due upon completion of each scheduled cleaning. There are NO EXCEPTIONS to this policy. We are happy to keep credit card information secured on file for you. This is a great convenience for you as you will never have to worry about keeping cash or remembering to leave a check for payment.
EQUIPMENT AND SUPPLIES
In order to guarantee professional quality cleaning we provide all of the cleaning supplies and tools for your home (for sanitation and disinfection reasons we do request that each customer provide their own toilet bowl brush and vacuum). Please note that we do not furnish bleach or bleach based products for general cleaning. But we are happy to use whatever you wish to provide!
If you would like for us to supply specific cleaning supplies and tools for use in your home, we are happy to use them. We simply ask that you share this with us, as well as, how you like us to use them in your home.
A waiver can be signed to provide us with permission to use any supplies or equipment that you provide.
Here at Top 2 Bottom Cleaning, it is our mission to be sure that you are consistently happy with our service. If for any reason you are displeased with your service, contact us within 24 hours to enact our satisfaction guarantee and allow us to correct the situation. It is important to us that we return to correct the situation in a timely manner.
We are insured and we take great care when cleaning your home; however, as humans we know that accidents can happen. If you notice breakage/damage, note that you must notify us immediately.
Small items may be handled immediately with some proof of cost, however, larger or more expensive items may require you to fill out a claim form with our insurer documenting the loss. One-of-a-kind items, antiques and collectibles of extreme value (monetary or sentimental) should be dusted or cleaned by the customer.
Please note that antiques, irreplaceable, one-of-a-kind and hard-to-find items are not covered by our breakage and loss policy. We suggest that such items be moved to a safe location on the day of your cleaning. We cannot be responsible for breakage of items which are unstable or in an unstable environment.
All surfaces are assumed sealed and ready to be cleaned without causing harm.
For health and safety reasons, we are unable to move anything weighing more than 10 lbs. If you wish us to clean behind anything heavy such as a couch or refrigerator, please move it prior to service. This will allow us to easily access that area. Additionally, we only use a two-step ladder. Whenever windows, furniture or fans are requested, we are happy to address items within reach using a two-step ladder or extension pole.
For our safety and the safety of all our clients, please notify us by telephone at least 24 hours prior to scheduled service of any infectious diseases that occur in your household. This is so that we may reschedule in such circumstances.
For our safety, all firearms in a client’s home must be stored and locked.
We simply ask that easy access is provided to your home for our cleaning specialists. If you are not home at the time of service, that is not a problem. Please feel free to leave specified entrance instructions for our cleaning specialists, an entry code, or any method which is easy for you.
We take pride in being a pet-friendly service and take special care in making your pet feel comfortable during our cleaning process.
However, if your pets are nervous or stranger aggressive, we ask that they be placed in another area of the home for both the safety of your pet and our cleaning specialists.
Top 2 Bottom Cleaning will not be held responsible for your pets.
Additionally, for health and safety reasons, we are unable to clean animal or human feces, urine, vomit or other biohazards. This includes feline litter boxes and dog kennels.
We ask you to provide us with parking that has easy access to safely enter and exit your home.
Top 2 Bottom Cleaning will be closed for business when the local school systems are closed due to severe weather conditions which prevent safe road travel. We will call you to try to reschedule for another day.
Top 2 Bottom Cleaning is closed for regular business during all national holidays. If your cleaning visit falls on a holiday, every effort will be made to reschedule your visit for the same or following week, but this cannot be guaranteed.
CANCELLATION OF APPOINTMENTS/LOCK-OUT
You may reschedule, add, skip or cancel any of your cleanings. We understand that an unforeseen event may occur which will create a need to cancel your scheduled cleaning appointment. If, for any reason, you need to change your scheduled appointment, please provide a full 24 hours notice.
Once we have scheduled an appointment for you, we hold that time slot open for you and turn away other potential clients in order to ensure your appointment. In the event of a cancellation with less than 24 hours notice, a cancellation fee of $25 will be charged. By selecting us the client acknowledges and agrees to pay half of the cost of the cleaning in full for any visit cancelled by them on the day of the cleaning. This also applies when staff are unable to gain access to your home due to being locked out, or if, for any reason, a staff member feels that his/her personal safety is endangered enough to cause him/her to leave the job-site due to actions by the client, guests, or pets on the premises. The client will remain liable for half of the cost of the non-performed service.
Should you need to cancel an appointment, please feel free to reach us via telephone or text message at (336) 355-3809 or by email at contact@T2BCnc.com.
To ensure that we are doing our best for all parties, we respectfully request notification prior to your appointment if you or anyone in your household is showing signs of a potentially transferable illness. This includes, but is not limited to sneezing, coughing, fever, body aches, loss of taste and/or smell, etc. We are more than happy to reschedule your cleaning once you have returned to health.
Additionally, should the staff member who cares for your home become ill, we will notify you as soon as possible and make every attempt to send another staff member or reschedule at your convenience.
SOLICITATION OF SERVICE PROVIDER
The client agrees that he/she will not solicit, entice, or influence any cleaning specialist from Top 2 Bottom Cleaning to leave Top 2 Bottom Cleaning or take over the cleaning contract, whether it is directly, individually, or through a family member or other person or other company action. Otherwise, a referral fee of $2,500 will occur. This fee is due within 30 days of notification by Top 2 Bottom Cleaning to the client. If the fee is not paid, Top 2 Bottom Cleaning will apply the right to pursue other methods of collection, without any proof of damage being necessary.
To ensure that all your needs are considered, please feel free to reach us via telephone or text at (336) 355-3809 or by email at contact@T2BCnc.com.