Welcome Packet
Today is the best day ever because it is the day your life changes. When you make the decision to join the Southern Breeze Clean family, we start the process of getting to know you, your needs, your home, and your fur babies. We want to develop a relationship with you so we can help so you’ll never spend another evening or weekend worried about the cleaning
Since we’re just getting to know each other, there are a few important things that we want you to know about us! Communication is very important to us, so please let us know if you ever have any questions!
Time Estimates: The time that we estimate (especially for your first cleaning) is just that, an estimate. Most of the time we are spot-on with how long a clean is going to take, sometimes your home needs more attention than we anticipated. It is extremely important to ensure that your home is picked up and prepared for the clean before we arrive. This means that your floors are free of toys and laundry, counters are free of mail or beauty products, your sink is free of dishes, and the home has been generally picked up so we can spend time doing the cleaning. Once we are able to do a walkthrough of your home, it may become apparent that we will need extra time for an additional cost. If this is the case, we will give you a call to let you know how much longer we will be there, and you can make the decision to approve the additional charges. If you prefer, we can also stop within the original time frame under the expectation that not everything will be done-we will simply complete as much as possible within that time frame.
Scheduling and arrival times: We do our very best to adhere to a precise schedule, but in this business, time fluctuates. Some jobs take less time than expected, some take more. Drive time can fluctuate due to things like construction, accidents, and traffic. Thus we operate on a flex-arrival time basis similar to other home services like AC service companies or cable companies. Our morning appointments are scheduled for 8:30am, but please be prepared for our team to arrive within 15 minutes on either side of your scheduled arrival time. For afternoon appointments, they are scheduled after morning appointments, but we can certainly have our cleaner let you know when they are on the way-just let us know so we can update their work order.
Billing: We accept cash, checks, Paypal and Zelle – rest assured, our payment processor does so through secure encryption so your information will be safe. In the event that the clean cannot be completed because the client failed to comply with the aforementioned terms and conditions, this payment is non-refundable. You will be billed automatically upon completion of each service. Accounts will be considered overdue if payment is not made within 5 business days and will be assessed a 10% late fee. We’re always looking for ways to make your life easier, so no need to worry about remembering to pay your bill!
Tipping: We encourage tipping your cleaning professional if you feel they did a great job, and tips are always much appreciated! It is never required, but if you do choose to tip your cleaner, you can give cash, or add a recurring tip to your credit card or other payment method.
Satisfaction Guarantee: Making your life easier is why we do what we do! We will complete a final walkthrough with you at the end of your clean. This is your opportunity to be picky, and we appreciate the opportunity to correct any areas that may have been missed. If you are unable to be present for a final walk-through, please let us know within 24 hours if there is a particular area that was not completed to your satisfaction and we will schedule to return to your home and touch up the particular areas that you have brought to our attention free of charge.
Special Requests/Additions: As we’ve mentioned, we’re looking to meet your needs, and we know not everyone’s needs are the same. Let us know about special requests ahead of your cleaning, so we can add any special instructions to the work order to ensure your cleaner has enough time to complete your clean.
Protecting Your Valuables: To avoid accidental breakage, please secure valuables, fragile collectibles, and irreplaceable family heirlooms. We request you place these items in a cabinet or drawer, or we can make a note on your worksheet not to touch them. Please ensure that all wax melt devices are turned off to avoid damage. Our professional cleaners will not touch potentially sensitive paperwork or documents. Please remove these items before the day of cleaning. Southern Breeze Clean takes great care while cleaning your home, but occasionally accidents do happen. The cleaning team will leave a note or inform you of breakage. The office will follow up with a phone call to determine the best course of action.
Southern Breeze Clean is not responsible for breakage due to normal wear and tear, deterioration caused by age or weather, or damage caused by improper assembly, construction or mounting of an item (EX: blinds, pictures, fan blades, light fixtures, etc.)
Customers have 24 hours to report damaged or broken items. After 24 hours the customer assumes responsibility for the broken item.
Southern Breeze Clean is not responsible for damage incurred by the improper installation of any object. Southern Breeze Clean takes great care in providing high-quality cleaning services; however, we are not responsible for any damages resulting from pre-existing electrical issues, faulty wiring, or malfunctioning outlets in the home. If an electrical problem arises during cleaning, we will notify the homeowner immediately, but any necessary repairs or damages related to these issues are the homeowner’s responsibility. All surfaces are assumed sealed. If you know of any surface not sealed, you must notify us so that we may clean properly. Southern Breeze Clean does not use bleach, ammonia, or other harsh chemicals without prior notification to the client.
Recurring Cleaning Appointments: Weekly appointments take place on the same day and time of day each week. Biweekly appointments take place on the same day and time of day every other week. Monthly appointments take place on the same day of the week and time of day every four weeks. Monthly cleanings do not always occur on the same date of each month (for example, if your clean is scheduled for March 19th, your next clean will be 4 weeks from that date rather than on April 19th). Please note that should you have to reschedule your recurring appointment, this does not change your recurring schedule as we cannot guarantee your preferred cleaner.
Cancellation Policy: If you cancel your appointment within 24 business hours of your appointment date, you will be responsible for 50% of the quoted cost of your service. If we are unable to access your home or you are unprepared for the clean, this will be considered a lock out cancellation, and you will be charged 100% of the cost of the booked service. Cancellation within a day puts us in jeopardy of having a gap in our schedule that could have been filled by someone else, and it can leave our cleaning team without work. We thank you greatly in advance for your understanding and cooperation. Cancellation fees will be charged automatically. Please review our updated skip/reschedule/cancel policy here.
Pets: Southern Breeze Clean is a pet-friendly service and perfectly happy to service your family, including all your fur (and non-fur) babies. Please note: Southern Breeze will not be able to clean a home with an aggressive pet. You know your pets best, so if you have concerns about behavior, anxiety, running out the door, being too close to the cleaner, or walking all over wet floors, please note that it is your responsibility as a pet owner to make the best decision when your house cleaner is coming. If necessary, please crate your pet and/or let us know if there is a pet secured in an area of the home that we should not clean. We appreciate you keeping your pets and our cleaning professionals safe.
Choosing the Right Cleaning Service: We ask that you pay close attention to the service description when choosing and booking a service. If you have questions prior to booking, don’t hesitate to reach out and discuss with us! Our team has performed thousands of cleanings and is well equipped to recognize the work required of a particular job, almost immediately upon arrival. Upon arrival, if it is apparent a different service level is required (for example: you booked a general cleaning and upon arrival, our team observes excess dust and would need much thorough cleaning, the service you’d need is a deep-cleaning.), our cleaning team will report back to the office and you will be notified of additional time/cost. With your approval, the team will proceed with the visit with the necessary adjustments. Additionally, please take note of the services that we do not perform or are only performed for an additional fee.
Adequate Property Access & Working Conditions: We must be able to access your property at the time of arrival, and there must be running hot water, electricity, air conditioning, and toilets must be working. If our team arrives and is unable to gain access to the property at the scheduled arrival time, or there is no running water, AC, or electricity, you will automatically be charged 100% of your estimate and our team will reach out to reschedule.
We are not biohazard equipped: We understand that in the cleaning of bathrooms, for example, we may encounter trace levels of human urine or feces. However, beyond trace amounts, our team does not use bleach and is not equipped for the cleanup of bodily fluids or feces (human or animal). Additionally, we are not equipped to deal with mold remediation. If you have a situation requiring significant feces cleanup, blood, mold, etc. you will need to hire a team with that specific specialty.
Misrepresentation of Property Condition: We get it, life happens. Perhaps the condition of the property has changed since you requested your estimate, or you misunderstood some of the questions during the quoting process. If our team arrives and it’s immediately apparent that the job will require more than the estimated time, we will reach out to you by phone with a couple of options. If time allows in the schedule, we can add additional time to the clean for an additional cost. However, if time does not permit, we will reach out with rescheduling options. If the property condition is outside of our scope of services including (but not limited to) large amounts of clutter, areas that are not temperature controlled, blood/feces/mold, lack of access to hot water or electricity, or unsafe pets, we will not be able to complete the clean, and we will retain your 50% deposit.
Client Products Policy
Use of Client-Provided Products, Tools, or Equipment
Southern Breeze provides our team with all cleaning products, tools, and equipment necessary. However, when client-provided items are used, the following terms apply:
No Liability for Damage
Southern Breeze cannot be held responsible for any damage, malfunction, or breakage of client-provided cleaning products, tools, or equipment, including but not limited to vacuums, mops, specialty tools, or cleaning solutions.
No Liability for Resulting Home Damage
Because client-provided products or tools may not be designed for professional use or may react differently on surfaces, Southern Breeze cannot be held responsible for any damage to your home, furnishings, flooring, or personal belongings caused by the use of such items.
No Guarantee of Cleaning Results
We cannot guarantee the quality, effectiveness, or satisfaction of the clean when using products, tools, or equipment not supplied by Southern Breeze. Client-provided items may not meet the standards or performance of our professional-grade supplies.
Safety & Usability
If any client-provided product or tool appears unsafe, unstable, or ineffective, our team may decline to use it and will notify you.
By requesting the use of your own cleaning products or equipment, you acknowledge and accept these terms.