EMJ Cleaning Policies & Procedures

Contact Us For a Free Estimate

Things You Need to Know

Arrival Notice

If you wish to wait for your provider to give them access into your home, please realize that we can give arrival windows of about 4 hours, such as 9 am – 1:00 pm or 11 am – 3:00 pm. Many things can affect our schedules, such as cancellations, lockouts or customers adding services. We want to save you time and not make you waste it waiting for us to arrive. Leaving a key at the EMJ Cleaning office is the most efficient way for you to provide your service provider access to your home.


Cancellation

If it is necessary to cancel/skip any scheduled cleaning day, please notify EMJ Cleaning at least 24 hours before the scheduled day. Please Contact Us or call our office at (678) 966-9469. This will allow us to reassign the service provider or team to another appointment. If we receive less than 24 hours business days’ notice, or can’t access your home, it will be necessary for us to charge 50% of the price of your cleaning.

To ensure that all your needs are addressed, please correspond all requests and changes directly to your EMJ Cleaning office manager. Please do not communicate these important details with service providers.

Vacations:

Our estimates are based on regular service schedules.  If your travel plans are going to interrupt your service schedule, please let us know in advance so that we can compensate you by providing extra service prior to your trip or after you get home.

Sick:

In the event that a member of your household is sick, please inform us as soon as possible and allow us to reschedule your service. We prefer that you wait 24 to 48 hours after the disappearance of symptoms before asking us to return.

Spontaneous Cancellations:

All cancellations require at least 24 hours notice. If you fail to provide at least 24 hour notice, you will be charged 50% of your cleaning.

Unintentional Cancellations:

If we arrive to clean your home on your scheduled day and we are unable to clean due to a situation such as a locked door or a hostile pet, you will be billed for the entire cost of that service.  Prior to leaving, we will attempt to contact you over a period of fifteen (15) minutes using the phone number(s) you provided.

If we are unable to reach you, we will leave and you will be charged 50% of your cleaning.

We are bonded and insured and we are willing to hold your house key and/or alarm codes to prevent accidental lockouts.


Employees

Our employees are very important to us, and we are very serious about keeping them safe, so they do not use ladders more than 2 steps high or move anything heavier than 35 lbs. These types of activities put our employees in danger of back injury. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. For all special requests, simply give us a call to properly arrange for your needs to be handled properly.


Exceptions

We are happy to set up regular service, but we reserve the right to suspend or reschedule a service appointment. If your cleaning falls on Federal Holidays (New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, Christmas Eve, Christmas Day) we will reschedule your cleaning for another day. If permitting, that same week of your original cleaning day, if not, then your cleaning will be scheduled for the following week.


Payments

For your convenience, The Cleaning Service gladly accepts the following forms of payment: Cash, check, or Discover, MasterCard/Visa. Customers will be expected to pay for their cleaning at the time of service. Customers may leave a credit card number in a secured file with EMJ Cleaning to use in the event you forget to leave your payment on the scheduled cleaning day.

A $10.00 non-payment fee will be incurred if payment is not made on the scheduled service day, and a $25.00 fee is applied to all returned checks. If you use a credit card, your account will be charged the balance due, plus any fees, after each cleaning. Paid invoices are available upon request.


Termination

If for some reason you wish to terminate your cleaning services, please be sure to submit this in writing by e-mail to EMJ Cleaning at services@emjcleaning.com. Service agreements may be cancelled at any time and for any reason.  If we are in possession for your key, it will be returned within seven (7) days.  Any records containing your alarm codes will be destroyed within 24 hours.


Tipping

EMJ Cleaning does not require tipping, but it is a powerful way to say thank you to your service provider. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal, or gift cards, which are easy to obtain.