The K.O.D.A. Service Agreement and Policies
SATISFACTION GUARANTEE: K.O.D.A guarantees all cleans. We are human and we do make mistakes so please call us within 24 hours of your clean if you are unhappy. If necessary, we will return the next business day to correct the clean.
COMMUNICATION: It is very important that you call our office if you have any questions or concerns about your cleaning service. We take great pride in our customer service and will make every reasonable effort to provide you with a highly professional cleaning experience.
TEAM: We try to send the same team to your home each clean, however, we cannot guarantee it. Illness, vacation, etc. may result in a change of personnel. Our main priority is to clean your house with consistent quality on schedule.
OFFICE HOURS: Our office is open Monday through Saturday from 8:00 AM to 5:00 PM. Voice mail is available after hours.
EQUIPMENT AND SUPPLIES: We provide our own cleaning supplies. If you prefer to supply a specific product for us to use, please let us know.
QUALITY CONTROL: Our Quality Control managers inspect our teams on a regular basis. They may enter your home after the team leaves. K.O.D.A. does these inspections to ensure the highest quality standards.
ARRIVAL TIME: Our teams generally clean homes between 8:00 AM and 5:00 PM . Occasionally, the team may need to stay past 5:00 PM to complete the job.
KEYS: Your home must be accessible to our teams. Most customers provide us with a key that is coded and locked in a key safe and only removed from the safe on the day of your clean.
CLUTTER: K.O.D.A. expects the customer to provide the cleaning team with a clutter free environment. If that environment does not exist, the team may not be able to fully complete your clean.
SECURITY ALARMS: If your home has a security system, please ensure that it is turned off on the day of your scheduled clean. You may also provide us with the code and steps necessary for us to turn off the alarm. We will reset the alarm when we leave. However, will not be responsible for alarms set off by our mistake.
PETS: If you have pets, please secure and pick up after them. For sanitary and safety reasons our teams are not permitted to clean flea infested homes or pick up animal excrement. We also will not clean if a team feels they are in danger from a dog or other animals.
RESCHEDULING: There may be times when weather makes it unsafe for us to travel and carry equipment and supplies to your home. Driveways and sidewalks must be cleared and accessible. Holidays and manpower may also necessitate a schedule change. Your understanding and cooperation in rescheduling is greatly appreciated.
CANCELLATION FEE: A cancellation fee of $25.00 may be charged to your account for cleans that are cancelled. There will be no fee for cleans that are rescheduled.
LOCKOUT FEE: If KODA is unable to enter your home or if the team is sent away from your home when you are scheduled for a clean this will result in a fee of 50% of your regular clean price up to $50.00 maximum charge.
PAYMENT POLICY: Payment is due the day of each scheduled clean. Please leave a check on your kitchen counter. We accept Visa, MC, and Discover for payment. Call the office to set up electronic payment.
RETURNED CHECK FEE: A $35 fee will be charged for any check returned by the bank.
TERMINATION BY K.O.D.A.: K.O.D.A. may terminate this agreement at any time.
SUSPENSION OF SERVICE: If any of the fees listed above have not been paid your service will be suspended until all fees have been paid in full. If service is suspended and you have not paid in full within 30 days we will consider you to have terminated service.
COLLECTION FEES: In addition to any amounts owed K.O.D.A., you agree to be responsible for all reasonable collection and attorneys' fees we incur in seeking to bring your account current.