Gleam Bee Cleaning Service
Customer Policies and Guidelines

Thank you for choosing Gleam Bee Cleaning Service. Please take a moment to review our policies and guidelines. We believe in setting clear expectations upfront to ensure a smooth, professional, and dependable cleaning experience for every client.

If you have any questions or concerns regarding these guidelines, feel free to reach out to us. We are always happy to help.

Thank you again for trusting Gleam Bee Cleaning Service. We truly appreciate the opportunity to care for your space.

(210) 899-2675

To ensure we provide professional, consistent, and dependable service, we ask all customers to review our policies and guidelines. By scheduling service with Gleam Bee Cleaning Service, you acknowledge and agree to these terms. If you have any questions or concerns, please feel free to contact our office. We truly appreciate your business.

Cancellation Policy and Schedule Changes (fees may apply)

If you wish to cancel or reschedule a cleaning appointment we require at least 48 business hours’ notice (excluding weekends). We must adhere strictly to this policy to prevent lost wages for your cleaner. Should a cleaning appointment be canceled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of 50% of that cleaning’s cost is charged to the credit card on file. Should cleaning be rescheduled by the client less than 48 hours in advance, and not canceled, a fee of $25.00 will be charged. You may reschedule or cancel cleanings by emailing [email protected] or contacting our office at 210-899-2675.

On the rare occasion that Gleam Bee Cleaning Service must reschedule or cancel your cleaning less than a 48 hours’ notice, a $15.00 credit will be offered on the next cleaning. If our offer to reschedule is refused by the client for any reason, no credit will be granted.

Weekly client’s: If you need to skip a cleaning, the price on your next cleaning will increase to a bi-weekly price (for the next cleaning only).

Bi-weekly client’s: If you need to skip a cleaning, the price on your next cleaning will increase to a monthly price (for the next cleaning only).

4-week Client’s: If you need to skip a cleaning, the price on your next cleaning will increase by $65.00 (for the next cleaning only).

When appointments need to be canceled or skipped, it will take our cleaners longer to complete your next cleaning. This increase is to allow for that additional time. While we do not typically bill by the hour, we do look for a certain hourly range, and changing the frequency of cleaning affects our time.

Reminders

Next cleaning reminders are sent 2 business days prior (arrival time not included)

Final reminders are sent 1 business day prior with a 30 minutes estimated arrival window

Arrival Times

Exact arrival times are not guaranteed. Preferred arrival windows help us plan routes, but times may vary. Available arrival windows include:

- 1st Arrival: 9:00 AM to 12:30 AM

- 2nd Arrival: 1:00 PM to 4:30 PM

Payment Policy

Payment is due on the day of service by credit card and/or debit card. Clients are required to have a valid card on file. We will send the invoice online, and payment must be completed within 24 hours. If payment is not received within that timeframe, the card on file will be charged automatically. Clients are given advance notice of any price increases. Gleam Bee Cleaning Service reserves the right to adjust prices at any time.

Credit Card Payment Authorization

The cardholder authorizes Gleam Bee Cleaning Service to charge the amount shown on the invoice to the credit card provided, in accordance with the issuing bank’s cardholder agreement. A convenience fee of 3% will be added, and this rate is subject to change based on merchant fees. Clients may choose to have their card automatically charged or receive an invoice and process the card payment themselves. If selected, the cardholder also authorizes Gleam Bee Cleaning Service to securely store their card information in the system for future use.

Credit Card Payment Authorization

Tipping

Tipping is optional but always appreciated. A suggested range is 10% to 20%. Tips may be added through the link sent after each cleaning or left as cash in a clearly labeled envelope.

100% Quality Satisfaction Guarantee

Any concerns must be reported within 24 hours of service. We will schedule a re-clean at no charge. Please do not attempt to correct any issues before contacting us. Credits or discounts are not offered in place of re-cleans.

Loss or Breakage

Our staff is trained to take extra care with your belongings, however regrettably and although not common from time to time, something gets broken or damaged. If there is an item believed to be damaged by one of our cleaning professionals, it must be reported to the company within 24 hours from the completion of the service in efforts to properly investigate the issue. If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item.

We cannot take responsibility for items that were broken because they were not properly attached or secured (for examples, a hanging picture that was improperly attached to the wall or an item that is propped against a surface, scratches to hard surface/hardwood floors with furniture that doesn’t have proper felt pads or something preventing scratches when being moved to clean around/under). Gleam Bee Cleaning Service is licensed, bonded and insured well beyond the minimum amounts purchased by many house cleaning companies. Ask our office for details on insurance limits.

Lifting & Climbing & Bending:

Our employees are very important to us. We take extra precautions to keep them safe, so they do not climb higher than a 3 ft 2-step ladder, move or lift items heavier than 20 lbs., or clean floors on their hands and knees, except for bathroom floors. These types of activities put our cleaning staff in danger of back injury or could even damage something in your home. However, there might be times when you want us to move furniture for example; tables, large chairs, etc. in these cases we are not responsible for; their breakage due to aged/old or faulty manufacturing nor are we responsible for any damage moving these items may cause to your floor.

The cleaning team will not move furniture that contains electronics. The cleaning team will not pull out any appliances (for example a stove, fridge, washer/dryer) however if you move it prior to the cleaning visit to allow access we would be more than happy to clean the exposed areas. We do ask that you place the appliances back into their proper place as well.

Communication with the Office vs. Cleaners

All updates, requests, and concerns must go through the office to ensure proper documentation. Some cleaners may not speak English fluently. Our office will gladly assist with communication as needed.

Supplies and Equipment

Gleam Bee provides all cleaning supplies and equipment. If customer-provided supplies or equipment are used, we are not responsible for any damage caused to or by them. Pricing may be adjusted if additional time is required.

Cleaning Area Restrictions

Cleaning is limited to reachable indoor areas that are climate-controlled. We do not clean homes without working air conditioning or heating unless approved in advance. Outdoor areas are not included unless booked as add-on services.

Team Policy

We do our best to send consistent cleaning teams whenever possible. However, team consistency cannot be guaranteed due to scheduling and route adjustments.

Quotes for One-Time Services and Initial Deep Cleans

Pricing is based on square footage and expected scope of work. If the home requires more time than originally quoted, additional fees may apply. You will be contacted before proceeding.

Items Left During Make-Ready or Vacant Property Cleans

We are not responsible for items left behind in vacant properties. We do not haul items or trash. Disposal is limited to on-site trash cans or dumpsters only.

Customer Feedback

We may follow up by email or text to request feedback or reviews. This helps us improve our services. You may also contact the office directly at any time.

Skip Service Policy

Skipped routine cleanings will be billed at the correct frequency rate

Services paused for more than 6 weeks will lose discounted pricing and require a deep clean

Monthly clients must reschedule within 2 weeks to avoid deep clean charges

Pet Policy

We are a pet-friendly company and appreciate your help in making sure pets will be safe and secure on cleaning days. Our office should be made aware of any special requirements for safeguarding your pet(s).

For health reasons we have instructed our staff to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams will clean around these areas. If your pet has an accident, it will be your responsibility to clean it up.

Non-Solicitation of Employees:

When a client enters into an agreement for services with Gleam Bee Cleaning Service, the client understands that they will pay a [$2,500] training fee to Gleam Bee Cleaning Service should they choose to engage in a working relationship directly with any employee during the course of their service.

Price Adjustments

Gleam Bee Cleaning Service reserves the right to adjust pricing at any time.

Customer Code of Conduct

We spend a lot of time and effort training our employees to be professionals. We expect common courtesy when engaging with you. If you fail to reciprocate the professionalism that we show, we will have no choice but to end the relationship immediately.

Expectations of Customer Behavior

● Respect and Courtesy: Customers are expected to treat all team members with respect and courtesy at all times. This includes refraining from using abusive, offensive, or discriminatory language and behavior.

● Professional Communication: Customers are encouraged to communicate any concerns, feedback, or complaints in a constructive and professional manner. Disagreements or dissatisfaction should be expressed calmly and respectfully.

● Non-Discrimination: Discrimination based on race, ethnicity, age, gender, religion, sexual orientation, disability, or any other characteristic will not be tolerated.

● Compliance with Policies: Customers are required to comply with all company policies, guidelines, and procedures during their interactions with team members. This includes adherence to terms of service, financial policies, and any other contractual obligations.

● Physical and Verbal Conduct: Any form of physical or verbal harassment, threats, intimidation, or coercion towards any team members is strictly prohibited.

If any of the above happens, our team will leave the job site immediately, you will be billed for the full amount of cleaning, and services will be discontinued for your home in the future. There are no exceptions to this.

By accepting this quote, you understand that if you violate the customer behavior expectations, you will be billed for the full amount of cleaning that was initially quoted or the adjusted quote upon arrival.

GOOD TO KNOW AND DO’S AND DON’TS

Getting Ready for the Cleaning - Don’t clean before we arrive, but do pick up as much as possible. This will allow us to focus more on the detail and quality for you. Please clean dishes out of the countertops/sink.

Pet Policy - We love them and 99% of all our clients have them! For everyone's comfort and safety, please secure your pets in a room away from the cleaning area during our service. Please note that we do not clean up after sick pets or pet accidents.

The Setting - The ideal cleaning situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so our cleaners can work uninterrupted. Try to schedule your cleaning day when there will be fewer people at home. Please secure pets and keep children in another area of the home.

Toilet Brush - Please have a toilet brush by each toilet in the home. If you do not, we will supply them at an additional cost of $15 each or skip toilet interior cleaning.

Where do I put my toothbrush? - Please put toothbrushes away when it is your scheduled cleaning day.

Electronic Items - We will only lightly feather dust these items, if you prefer that we do not touch them please let the office know.

Flat Screen TVs - We will only wipe off the base of your flat screen tv. You are responsible for the rest.

Clutter Rule - If excessive clutter prevents access to areas, it will not be cleaned. We ask that you pick up all the clutter and toys so we can focus on cleaning.

Bed Skirts - We will not be responsible for any damage caused to bed skirts by vacuuming and mopping.

Bed Making (same linens) - For maintenance cleaning, we will make all beds in bedrooms cleaned. This is making the bed with the linens and comforters/duvets/pillow which are already in place.

Replacing Sheets/Comforters (new linens) - Maintenance cleaning comes with one (1) bed making with replacement sheets/comforters. You strip the bed and set out clean linens for us to re-make the bed with. If you prefer we strip the bed, there is an additional fee of $5. If more beds are necessary we will add on an additional $25.00 per bed (or $30.00 to strip and remake) to do so. Or if you have excessive pillows to “stage” on your bed there could be an additional charge. Note - we do not do laundry.

Special Items - * Please tell us anything to avoid cleaning due to actual intrinsic value or emotional value (such as personal items). We ask that you email photo(s) of these items and their location, so we can inform our team to [email protected]

Wood Floors - It is your responsibility to place coasters or felt under all heavy or sharp furniture legs.

Blinds - Due to the age and condition of the blinds in your home we are not responsible for any damage to blinds when they are feather dusted, vacuumed or wiped.

Ovens - If you would like the oven interior cleaned, we will be more than happy to do that for you for an additional charge of $60.00 for a single oven and $90.00 for a double oven.

Blue Oven Interior (skip reading if this does not apply) - * If you have an oven with a blue interior AND you would like an oven cleaning - we need to be notified 7 days in advance of the cleaning with the brand and model so we can contact the manufacturer about cleaning specifics. These are very special and we will adhere to the manufacturer's recommendations. If this cannot be done, oven cleaning will have to be postponed.

Refrigerators/Freezers - $60.00 Each (Sub Zero’s $150.00)

Quality Control - Our quality control system is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. Usually changing services will not eliminate the problems since we are all in the human business. Human nature sometimes prevails if not confronted, and that’s our job. We will correct or address any issue we are made aware of. Our employees take great pride in the work they do and also want to be informed when you are disappointed with a service.

Make a difference with us!

Join Gleam Bee Cleaning Service in our commitment to help patients battling cancer.

Each month, Gleam Bee Cleaning Service team members generously donate their time and expertise to Cleaning for a Reason, a charity dedicated to easing the burden for cancer patients. Our team selflessly offers free home cleaning services to individuals undergoing cancer treatment.

Through their unwavering commitment, Gleam Bee ensures that cancer patients can focus on their health and well-being without the added stress of household chores.