Terms and Policies

Town & Country Services (an incorporated company) hereafter shown as T&C wants their customers to be aware of our most common policies and terms so we can deal comfortably with each other.

Our locally owned and operated company is fully bonded and insured. We carry commercial liability (including non-owned auto liability) and Workers Compensation.  We pay all federal, state, social security and Medicare payroll taxes.

Scheduling:  T&C tries hard to accommodate your scheduling preferences.  We reserve your cleaning day (with arrival assumed any time between 8:30 AM (earliest) and 3:30 PM (latest).  PLEASE CALL the office with special requests or changes.  We understand that sometimes you need to reschedule, skip, add, or cancel an occasional cleaning.  If you need to reschedule or if you are unable to keep your cleaning appointment, please call us 48 hours (2 business days) in advance to cancel or reschedule.  We reserve your particular cleaning days(s) for every month of the year (except for certain national holidays) and we have excluded others from using the space reserved for you every single scheduled clean.  Due to this exclusivity, if you contact us less than 2 business days in advance, or we are unable to access your home, T&C will charge 50% of your regular fee for the first offense; thereafter 100% of the standard fee will be owed for any lock-outs.  We recommend that you provide us with a key and access code if at all possible.

We will be happy to give you an estimated time range of when we expect to arrive at your home, but due to our continually changing schedule, we are unable to promise arrival at your home at a specific time.

NOTE:  If you are absent from our schedule for longer than 30 days, T&C reserves the right to charge a fee to restart ongoing service.

Access:  Please ensure our staff has access to your home.  A convenient and secure method most of our customers prefer is to issue a house key to us.  If you have an alarm system and do not issue us a code, please turn off the alarm system prior to our arrival in order to avoid a lockout fee and a missed clean (see above).

Payment:  T&C typically accepts full payment on the day of the clean, either by check or by credit card (provided to our office in advance).  A $35 fee is charged for all returned or NSF checks.

Equipment and Supplies: T&C provides all cleaning equipment and supplies.  Due to OSHA regulations and our policies, we are unable to use any cleaning supplies but our own.

Valuables:  To avoid accidental breakage or loss, please secure any valuables, fragile collectibles and irreplaceable family heirlooms.  We request you put such items in a cabinet or we can make notes not to touch a few individual items.  T&C is not responsible for breakage due to normal wear and tear, deterioration caused by age, sunlight, water loss, or damage caused by improper assembly, construction or mounting of an item or other damage not directly caused by us.  Please ensure that pictures, pendant light fixtures and mirrors are securely mounted.

Children, Pets and Miscellany:  Some cleaning supplies are harmful if swallowed.  Please ensure that children are supervised and pets are contained while we are cleaning your home.  For health reasons, our staff will not handle any type of human or animal waste.  As plants, birds and fish require specialized care, we are not able to maintain them.

Our Associates:  T&C makes a significant investment in recruiting, certifying, and training only the most qualified cleaning associates.  In exchange for this opportunity, each new associate signs a non-compete agreement which prohibits them from working directly for our clients.  We ask that our clients abide by this same measure.  By accepting our service you agree neither to solicit, directly or indirectly, nor hire any current or former T&C associate who has provided service to your home, without agreed upon compensation to T&C for its loss, the express written consent of a T&C officer.  The standard finders’ fee or compensation to T&C is set at $3000.

Guarantee:  We guarantee our work.  If you are dissatisfied for any reason, please call within 24 hours of your clean and we will return as soon as possible (within two regular business days) to re-clean the problem area until you are satisfied.  We appreciate the opportunity to make things right.

Extras (priced and often scheduled separately):

Steam cleaning or spot-cleaning carpets or upholstery, Washing interior or exterior windows (tilt or other), Washing walls or paneling, Cleaning appliance interiors (ovens, refrigerators, etc.), cleaning interior of fireplaces, cleaning inside cabinets or drawers, washing/drying/folding laundry, washing dishes, cleaning below stove ‘eyes’, moving collectibles or furniture to clean, clearing off shelves, loading or unloading dishwasher, changing bed/bath linens, removing large amounts of trash or bulky items (furniture, etc.), cleaning chandeliers, cleaning garage, flipping mattresses, polishing silver, brass, etc., polishing wood floors or furniture, edging carpet, ladder work, vacuuming vents, vacuuming closet interiors (other than MBR).  There may be other tasks considered “extra” but this list includes the most common requests we receive.

We look forward to serving you.  We may be contacted in the office (typically between 8:30 and 4:30) at (919) 967-7592 and our customer service email is Info@CleanMyChapelHillHouse.com.