SERVICE POLICIES
Payments
Baltimore Zen Clean only accepts credit/debit cards as a form of payment. Credit card information is taken at the time of booking. However, we DO NOT charge the card at this time. A hold will be placed on your account (for authorization) one (1) day before the service in the amount of your total balance. THIS HOLD IS NOT A CHARGE. Your card will be charged after the service has been completed and you will receive an invoice via email once this occurs. Unless otherwise noted, payment information must be collected from all customers and authorized before starting the job. If your service is canceled for any reason, this hold will be released within 2-5 days.
200% Guarantee Policy
Baltimore Zen Clean is proud to offer our 200% Satisfaction Guarantee. If you’re not satisfied, we’re not happy. After the service, we ask you to perform the mandatory inspection with your cleaning team. As a guideline, please use our cleaning checklist during the walk-through. If you are not 100% satisfied with the work performed, our teams are happy to re-clean any missed areas per your request, FREE OF CHARGE at the time of service. Be sure to inspect carefully: after you have done the walk-through, Baltimore Zen Clean’s services are complete. Any additional services will be charged accordingly. In the event that clients are unable to conduct the walk-through due to not being home, being unavailable, or choosing not to perform the walk-through inspection, our 200% SATISFACTION GUARANTEE will be considered null and void. Pro Tip: For a move-out cleaning, we HIGHLY RECOMMEND you invite your landlord to the walk-through inspection with the cleaners. To best meet your expectations, you can also send us a cleaning checklist from the landlord prior to your service appointment.
Cancellation Policy
Being there when we say we will is important to Baltimore Zen Clean. We reserve a time and team for each customer. Customers have up to 24 hours before their service appointment to make any schedule changes or cancellations. Cancellations made after this time will be charged a cancellation fee of $70.
Maximum Hours
With our flat-rate pricing model, we have a maximum amount of hours that can be worked for each type of job. Exceeding that time, we charge a rate of $40/hr. We do this to account for jobs that require more intensive work or time due to size. However, it’s rare that we ever go over and we will always let customers know in advance of completion if we think we’ll go over the maximum hours allotted for their job.
1-2 Hour Arrival Window
We always do our best to show up on time, however, we ask that customers please allow us a 1-2 hour window to account for traffic, parking, and other surprises along the way.
Safety Policies
Reaching High Areas – We cannot guarantee that we can reach areas higher than 6 ft. Due to liability & safety reasons, our teams are not able to climb on tall ladders or reach high areas.
Moving Large Appliances – We’re happy to clean around or underneath your large appliances, However, due to liability reasons our cleaners are not able to move them. If you’d like us to clean these areas, we kindly ask that you please move large appliances for us.
Interior Window Cleaning – Windows should be accessible via a 2-3 step ladder. Due to liability & safety reasons, our teams are not able to climb on tall ladders or reach high areas.
Screen Cleaning – We request that the customer remove screens for our cleaners. Due to liability reasons our teams are not able to detach and/or install window screens.
Stain and Mold Removal
We cannot guarantee removal of all stains/mold on grout and tile inside the bathroom and kitchen. However, we will try our best to remove it.
Move-Out Cleaning
For the Move-Out cleaning service, we kindly ask that all furniture and personal belongings be removed from the space before we start working. We also ask that customers do not schedule any moving during the time of their cleaning. This is to ensure that we can do the best job possible.
Also, if customers would like us to clean around or under any large appliances, we ask that they move them for us. Due to liability reasons, our teams are not able to move these types of items.
Deep Cleaning
We kindly ask that customers receiving the Deep Clean service pick up clothing and personal items, and clear up cluttered areas before our arrival. We make this request so that our cleaners can best access surfaces for cleaning.
