Terms of Service
Experience top-tier residential and commercial cleaning solutions in Cincinnati, OH, and the surrounding area that will make your space sparkle and shine.
POLICIES
Description of Services
Hall-Mark Premier Cleaning will perform the services outlined in your approved Client Estimate.
The Client agrees to pay the price stated on the Client Estimate which is due on date of service. Additional charges may apply if cleaning services other than what is outlined in the Client Estimate are added.
Office Hours
Hall-Mark Premier Cleaning’s office hours are Monday-Friday 8:00 AM to 5:00 PM. You can reach the office during these hours at the numbers/emails listed below.
Communication is Key!
You can contact Hall-Mark Premier Cleaning by phone or email. Our office hours are Monday - Friday 8:00 am to 5:00 pm Our service hours are Monday - Friday 8:00 am to 5:00 pm.
Calls or emails after business hours will be returned on the next business day.
HMPC Office 513-486-4499 info@hall-
Arrival time given is approximate; we allow a two hour window
For any changes or add-on services to your cleaning program, please communicate directly through our office to ensure accurate scheduling and charges. Our technicians strictly adhere to the office-approved scope of work. Kindly contact our office for any adjustments or requests. Your cooperation is appreciated prior to the day of service.
Your Team - Your Program
We work in cleaning teams consisting of multiple technicians on initial cleans. However, for recurring services, we send teams of 1-2 technicians.Your cleaning Team is instructed to follow your specific cleaning program.
Visit Ready
In order for your Team to complete your cleaning services, we ask that you take a few minutes the night before your cleaning visit to pick up items such as clothing, toys, dirty dishes, and other household articles. We are certainly happy to do any decluttering for you if requested. We charge $60/hour for this additional service.
To prevent small items from being accidentally vacuumed or from slipping into a sink drain, please keep small valuables, such as jewelry and any other small items put away. Please keep money, credit cards, confidential documents, and medications in a secure location.
Scheduling
Services will be scheduled based on the route plan prepared for your Team. It is crucial that we plan our routes as efficiently as possible. You will receive an email reminder 72 hours before your service is scheduled and a text message 24 hours before your service is scheduled. The arrival time given is approximate; we allow a two hour window.
Our Teams are scheduled one week in advance, and we guarantee our commitment to serve you on time. We appreciate at least one week advance notice for any schedule changes. Many clients are willing to switch days with another client if given sufficient notice.
If your scheduled visit falls on a holiday, we will contact you in advance to reschedule. During inclement weather visits may be delayed. In this case, we will email you with delayed visit time. All changes must be made through our office.Please do not communicate any changes in your cleaning program or your schedule with Hall-Mark Premier Cleaning’s Team.
Pricing
Quoted prices include a 'Base Rate' for the initial Premier Detail Clean and Initial Classic General Clean, with up to an additional $110 charge if additional time is needed for the initial clean. Reasons for additional time may include built-up grime in the kitchen, bathrooms, laundry room, excessive dust, dog hair, woodwork, etc. The quoted price is based on the square footage you provided and is an approximation.
For recurring weekly, bi-weekly and monthly services, up to an additional $30 charge may be applied to the quoted 'Base Rate' if additional time is needed to ensure a quality clean to our standards. Rates will be locked in after the first recurring clean for ongoing maintenance services.
All discounts and promotional offers related to initial or recurring cleaning services will be applied to the third scheduled cleaning, unless otherwise stated. In certain circumstances, we may apply discounts to the initial cleaning at our discretion. Discounts will not be applied to the second service. This policy helps ensure consistent, high-quality service. Thank you for your understanding!
The Hall-Mark Guarantee
Our services are 100% Guaranteed. After the initial clean, a team leader will perform a final walk-through inspection. Overall quality and specifics related to your Cleaning Program are checked, as well as, ensuring doors are locked and alarms are set according to your instructions. If at any time you are unhappy with a service we have provided, please let us know immediately and we will correct the issue within 24 hours. If you have any concerns, questions, or issues, please contact our office and we will resolve them directly.
In an effort to provide excellence to our Clients, Hall-Mark Premier Cleaning’s Technicians are well compensated and comprehensively trained to ensure quality work and less Technician turnover. We believe in the principle, “Treat others the way you want to be treated.”
Client Feedback
A Follow Up email will be sent to you after every cleaning visit. Please give us your feedback, comments, and suggestions on the Follow Up email. This helps us to better serve you. Our Technicians are evaluated based on your feedback, so please let us know how your Team performed.
Lockouts
If your Team arrives at your home and your doors are locked or your home is not accessible, we will accommodate 30 minutes wait period for a code to be given or a key to be delivered, otherwise, client will be charged at full rate. However, your services may be altered to accommodate the delay and our commitment to fulfilling our responsibilities to other clients that day. We will call you to reschedule your visit.
Cancellation of Service
We send an EMAIL notification 72 hours before your service visit and a TEXT notification 24 hours before your service visit. Visits cancelled within 48 hours prior to the appointment date will be charged 50% of the service fee. Visits canceled on day of service will be charged 100% of the service fee.
In the event you will be away from your home for an extended period of time such as a vacation, Hall-Mark Premier Cleaning requests that a 30 day advance written notice be sent to our office.
You may cancel your recurring service at any time with a 30 day advance written notice sent to our office. Failure to provide adequate notice will result in a $100 cancellation fee.
Cleaning Products
Hall-Mark provides and uses eco-friendly, safe, non-toxic, effective cleaning products. Our products are odor free. If you require scented products, please provide the product and instruct how you would like it used. MSDS (material safety data sheets) for our products are available upon request.
For sanitary reasons, we prefer to use your vacuum. Please make sure it is in good working order.
Additional Services
We are happy to add any additional services to your established cleaning program at any time; we just ask that you make the request with our office prior to your scheduled visit so we can schedule the appropriate time needed.
- Windows/Blinds
- Refrigerator Cleaning
- Oven Cleaning
- Laundry
- Tidying Up
- Decluttering
- Bed Linens
- Pressure Washing
Payment Policy
You will be charged exact time for your servic
Automatic credit or debit card payments remain the most convenient method of payment.
Saves you time and postage
Your payment is always on time
Credit and debit card payments can be made online through your emailed invoice or we
can process your credit card payment for you.
Hall-Mark Premier Cleaning requires a current credit card be kept on file. All clients are required to fill out a Credit/Debit Card Authorization form.
50% Non-Refundable Payment for all Initial Services is due before service is scheduled. All Decluttering/Organizing services require a $250.00 Non-Refundable Deposit and are billed by the hour until completion of project.
Sales Tax
All services are subject to sales tax and will be added to your invoice.
Tipping Policy
Hall-Mark Premier Cleaning Technicians do appreciate knowing that our clients are satisfied with their work by receiving tips as the Client deems appropriate.
Safety, Security and Damage
The safety and security of your home is particularly important to us. Every member of our Team undergoes a background check, screening, interviewing, and training. Hall-Mark Premier Cleaning is fully bonded and insured. For the safety of our Teams, please do not schedule other home service providers on the day we are coming to clean if you will not be at home to direct the other providers. Our Team members are instructed not to answer the door, nor can they wait for other service providers to perform their work. Our Team members have strict instructions to always leave your home locked and secured for safety according to the instructions you have provided.
In the event any damage or breakage occurs while we are cleaning your home, your cleaning Technician will immediately report the incident to our office. We will then contact you to determine the best course of action. Hall-Mark Premier Cleaning is not responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require attention, i.e. loose blinds or curtain rods, loose tiles, etc. All surfaces are assumed to be sealed and ready to clean.
We do not clean crystal chandeliers or delicate light fixtures. We also do not open curio type cabinets.
Gift Certificates
When you don’t know what to get that special someone, Everyone loves a clean house! Gift Certificates are available at any time at www.hall-
Non-Solicitation
Hall-Mark Premier Cleaning has invested time and money in the development and training of its Team Members. All Hall-Mark Team Members have signed a non-solicitation agreement prohibiting them from soliciting Hall-Mark clients. Any Hall-Mark Team Member that engages in private hire with Hall-Mark clients will be terminated immediately and will be liable to Hall-Mark Premier Cleaning for any monetary gain.
- I understand that HALL-MARK PREMIER CLEANING LLC employees are not allowed to engage in a work-relationship directly with me for one full year after employment termination.
- I understand that I will be charged a $2,500 finder's fee if I hire a Cleaning Tech employed by HALL-MARK PREMIER CLEANING LLC on an individual basis for private work.
Solicitation of a HALL-MARK PREMIER CLEANING LLC employee for private hire will result in permanent termination of service
Client Referrals
Our success depends on the satisfaction of our Clients. Our ultimate compliment is when you recommend our services to your friends, business associates, and even the company that you work for!
To say thank you for your referrals:
- You will receive a $50.00 discount for every referral that signs on for recurring residential cleaning service.
- You will receive a $100.00 discount for every referral that signs on for recurring commercial cleaning service.
- You will receive a $25.00 discount for every referral that signs on for a one-time cleaning service.
- Service Rate Changes
Hall-Mark Premier Cleaning reevaluates its rates annually. If Hall-Mark Premier Cleaning believes that a new rate is appropriate, they will notify the Client of such rate change by written notification.
I have received a copy of the Hall-Mark Premier Cleaning Policies which outlines Hall-Mark Premier Cleaning’s responsibilities and the client’s responsibilities. I have read, understand, and agree to the information contained in the Policy.