1. OUR GUARANTEE IS OUR CONFIDENCE IN OUR SERVICES!
If you wish to cancel for any reason, simply call us at any time to terminate the service with a one-month advance notice. The ECOCARE contract does not require you to commit to a mandatory long-term contract. We offer a 24-hour, 100% Satisfaction Guarantee for all our clients, whether they are one-time or recurring (e.g., weekly, biweekly, monthly, etc.). If you are dissatisfied with any area of your home, just call us within 24 hours, and we will immediately return to clean those areas for free. Take photos of the missed areas and send them to our email at 757ECOCARE@GMAIL.COM so we can review your case and arrange a new cleaning service as soon as possible. We have a maximum of 1 day to make the necessary corrections. If you fail to contact ECOCARE for the additional cleaning service within the next 24 hours, you will lose the right to the correction. It is extremely important that you are present during the correction service to verify all the recleaned areas. No refund will be provided unless a reclean is performed.

2. ARRIVAL TIMES AND CANCELLATIONS
Due to our flexible and ever-changing schedule, it is difficult to commit to exact arrival times. We service homes 7 days a week, both day and night shifts (our Customer Service is closed on Sundays). Even if you typically have a cleaning in the afternoon, there may be times when we need to clean your home in the morning instead. We will make every effort to accommodate your needs. Our arrival window is 1 hour, so if you have a scheduled cleaning at 9:00 am and we experience a delay, the workers have until 10:00 am to arrive. If the delay exceeds that time, we will notify you as soon as possible, as unforeseen circumstances may occur. To cancel the service, please provide notice at least 48 hours in advance. You may reschedule, skip, or cancel any of your cleanings, but we ask for a 48-hour notice for any of these actions, keeping in mind that cleaning prices may change depending on how many days the rescheduling is. For example, weekly cleanings must be done within 7 days; if rescheduled for more than 7 days, the next cleaning will be charged as biweekly, and so on. Without 48 hours’ notice, you will be liable for a cancellation fee of 35% if you have a contract or 50% if you do not have a contract, of the scheduled cleaning amount. If the cancellation occurs on the same day, the professional is already on the way, or the cleaning cannot be performed, this fee applies.

3. HOUSE CONDITIONS AND CANCELATIONS
Please be aware that if the house conditions are not suitable for the cleaning service to be performed (e.g., clutter, hoarding, rodent or insect infestation, mold, hazardous situations, animal waste, or ongoing construction), a rescheduling fee may be charged, or up to 50% of the amount will be charged if the customer decides to cancel the service altogether. Our cleaning recommendations are on the service checklists. We recommend a standard cleaning for homes that were last professionally cleaned. We also recommend a Deep Cleaning for homes that have not been cleaned professionally in the last 30 days. For homes that have not been professionally cleaned in over 60 days, we recommend the Heavy-Duty Pack (PCHD, i.e., Post-Construction Heavy-Duty Pack).

4. PAYMENT POLICY AND CREDIT CARDS
We have a “24-hour Hold / Credit Card Charge” policy. Payment is due in full on the day of the cleaning, with all services charged immediately after the cleaning is completed. For your convenience, we accept all debit/credit cards except American Express. Additionally, cancellations will be charged to the card on file. We accept payments via cash, check, Zelle, debit/credit card, Venmo, Cash App, and Apple Cash. If you choose to pay by check or cash, we will provide you with an ECOCARE envelope, and you must place the payment inside and seal the envelope. Employees will not accept payments unless the envelope is sealed. Please leave the sealed envelope on the kitchen table or counter.

5. RESPONSABILITY FOR PERSONAL ITEMS AND CLEANING
Items of extreme value (monetary or sentimental) should be cleaned or dusted by the owner. We assume no liability for damage or loss of items that are not secured properly or that were already damaged before cleaning (e.g., heavy pictures hanging on thumbtacks, or damage to furniture that existed before cleaning). Furthermore, we will not assume liability for damage or loss caused by customer negligence. Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct damage that has already been done, or items may need a couple of cleanings to look their best.

6. CONTRACT WITH CLEANERS
Professional house cleaners employed by ECOCARE have agreed, in writing, that they or their family and friends will not accept direct employment from any ECOCARE customer except for the payment of the exit fee (see next point). This agreement is in full force during the period in which the cleaners are employed with ECOCARE and for a period of one year after the termination of their contract with ECOCARE. Given this, we respectfully ask that you do not directly solicit or hire any professional cleaner except through ECOCARE. If you prefer to hire a current or former cleaner, or if there is a direct solicitation, a referral fee of $1,000 will be charged. After the referral fee is paid, ECOCARE will no longer be responsible for managing the cleaner, including but not limited to liability protection, information security, scheduling, taxes, service quality, and any other aspect related to the cleaner’s daily duties.

7. INFECTIOUS DISEASES AND SAFETY
The customer agrees to notify ECOCARE if anyone in the household is suspected of contracting an infectious disease. This notification must be made as early as possible, but at least 48 hours before the scheduled visit. ECOCARE reserves the right to cancel cleanings under any circumstances. If your home is equipped with a security system, please ensure that you provide us with the entry code or disable it.

8. SERVICE QUALITY CONTROL
The plans are based on the average time to perform the cleaning. If the house is not in “average” condition and requires more than 1 extra hour to clean, ECOCARE reserves the right to charge for the additional time spent. Cleaners may need to take photos for quality control (before and after photos of the service). This is simply an internal procedure for us to verify the house conditions before and after the cleaning.

9. SUPERVISION AND QUALITY ASSURANCE
For quality assurance purposes, one of our local supervisors may conduct an inspection of the cleaning service. The visit will be notified in advance and will occur only with your prior consent. It is imperative, as required by law, that if you are not present to receive the supervisor, no one under the age of 16 should be left unattended while we are on the premises.

10. SATISFACTION GUARANTEE
Our goal is to ensure your home is clean. Therefore, payment is for the service provided, not based on the amount of time the cleaning team spends in your home. We want our team to focus on ensuring your home is clean, not on how many hours they work. Some cleaners may take longer than average; others may take less time than average. Either way, your home will shine.