Our Pledge to You
RocketMop Wellness Services pledges to provide world-class quality service with professional results at competitive prices. We are dedicated to uniquely delivering personalized residential and commercial cleaning methods through integrative services and products that consider the full balance of physical, environmental, intellectual, social, emotional, and spiritual wellness.
Our Mission Statement
“Provide exceptional quality well-being experiences through evidence-based healthful cleaning solutions for each person we serve at home, work, and play.”
Quality Service Guarantee
We believe you will be impressed and pleased with our world-class cleaning services every time to support wellbeing through healthful cleaning! You are our number one priority, and we are committed to excellent customer service and dedicated to providing you with a professionally clean and healthy environment. If you are ever dissatisfied with the quality of our services, be sure to contact us immediately so we can remedy the situation.
Pricing
Our pricing is formulated to meet our customers’ individual preferences and needs. Our world-class service is offered through flat-rate and add-on service pricing options.
Pricing options available include:
- Flat-rate Service Price is primarily based on the square footage of your home or facility.
- Add-On Services Pricing is specific cleaning services added to as either a flat rate or an hourly service.
Service Fee Adjustments
In the unusual event that a re-evaluation of pricing is identified, we reserve the right to adjust the price with a service fee to meet the client’s preference and need. Before a service fee is added, we will contact the client to discuss pricing revision options to meet our customer’s cleaning goals.
Pets
We will gladly work around pets, but we ask that your pet’s indoor activity be limited for cleaning efficiency and safety reasons. Our cleaners are instructed not to enter a home or facility if they believe an animal is a threat. If the removal of our cleaner is due to aggressive pets, our cancellation policy will apply.
Use of Homeowner’s or Facilities’ Vacuum, Equipment, or Cleaning Supplies
If you request us to use your cleaning equipment, such as a vacuum, we will not assume or accept any liability for damage or repairs to the unit. This is important because if the equipment is not in working order when we arrive to clean your home or facility, we will not be able to perform the associated services the item provides. If you require us to use your cleaning supplies, we are not responsible for any damage associated with those products. When this request is made, we ask that you have the cleaning chemicals and supplies ready so we can perform our cleaning service as efficiently as possible.
Key Release
Client keys are coded and stored inside a locked cabinet. If the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to enter the home, they will not be held liable for any damage or theft to the client’s home. Upon termination or cancellation of services, any client key (s) in its possession shall be returned no later than 48 hours after termination of services.
Alarm
If your home or facility is equipped with a security system, please ensure that it is in the off position or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lockout charge.
Lockouts
Clients shall make the service location accessible to personnel on the scheduled service day. If the team is locked out of the client’s home or facility, an effort will be made to establish contact with the client to arrange for entry to the home. If contact is not made within 20 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped, and you will be charged a cancellation fee.
Breakage/Damage & Loss
While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home, and we carry insurance for damage or breakage caused by our cleaners.
We are not liable for damage that is caused by normal wear and tears, improper installation of an item in your home or facility, artwork, collectibles, or heirlooms not disclosed during the booking process. These items include but are not limited to artwork, collectibles, and family heirlooms, which are expensive and impossible to replace.
The client should point out such items to us before starting the service. Please advise us on how you would like your fragile items handled and anything regarding their care. Notification must be made within 24 hours of breakage or loss of any items to our office. We cannot accept responsibility for breakage due to objects that are inherently unstable or delicate, or inappropriately placed, such as top-heavy items with inadequate bases, improperly hung pictures, or wobbly objects. Please save the broken item for inspection.
Materials used in many window blinds can become brittle over time and may break while cleaning, or even while opening or closing them. Therefore, we cannot accept any responsibility for damaging older blinds. If this is a risk you cannot accept, please let our office know which areas we should avoid, and we will add it to your home details. Please move fragile, unstable, or expensive items to a location we do not clean or ask us to skip that area completely if you do not wish to accept the risk of accidental damage.
We will review incidents on a case-by-case basis. When the value is verifiable and breakage is clearly due to negligence on the part of the cleaner, we will reimburse the cost of the item up to $100.00 per item. If appropriate, we will pay to have the broken item repaired instead of reimbursing the cost of the item. We reserve the right to review 3 estimates before agreeing to any remedies. Identical replacement is always attempted but not guaranteed.
Payments
Payments must be made on the day that the service is completed by check, cash, or credit card. When you schedule your service, we will take a credit card that will be securely filed for payments. Payment is due once the service is complete, and your card on file will be charged for the service. If your credit card is declined for any reason, we will contact you and ask that it is remedied within three business days. If payment is not received within the three business days following the completed service, a late fee of $10 per day will be added to the account until payment is received.
Rescheduling & Cancellations
Service reliability is extremely important because we reserve time, especially for you. We request that you give us a minimum of 24 hours’ advance notice if you need to cancel or reschedule for any reason to avoid incurring a cancellation fee.
Unreachable Areas & Heavy Items
Our cleaners are valued, and their safety is extremely important to us. For safety and liability reasons, our cleaners cannot climb higher than a step stool or work outside of your home or facility unless we approve. Cleaners can’t move objects to more than 35 pounds. If you would like our cleaners to clean behind heavy objects, please move them before the cleaner arrives.
Excessive clutter, inappropriate indoor temperatures, or hazardous conditions can also pose safety risks to our cleaners. Therefore, if such environments are present during our cleaner’s service time without resolution, we have the right to refuse service, and a cancellation fee will be charged.
Solicitation of our Cleaners
We are proud of our quality professional cleaners and have a wonderful and trusting working relationship with them. Unfortunately, some clients have attempted to dissolve or damage our relationships by “poaching” our cleaners. Please support our working relationship with our cleaners and do not solicit them for side jobs or direct hires outside of this contract. Not only does this place our cleaners in an awkward position, but it is also unfair to our ongoing team-building relationship to deliver world-class quality cleaning services to our valued customers.
Not satisfied?
We have built our business to provide our clients with the best possible service available. Still, we realize that we are human, and from time-to-time things will get missed. Should this happen, email or call us within 24 hours, and we will rectify the error to the best of our ability with integrity, honesty, and beneficence.
Rate Increases
We reserve the right to raise our cleaning rates as needed to adjust costs at any time during the year. However, we will provide our customers with advance notice of increases.
Services We Do Not Offer or Clean
Mold removal is a specialty; we cannot be liable for any mold-related risks in clients’ homes. We cannot clean hoarding homes or areas containing any animal and human body fluids, blood, feces, vomit, cat litter boxes, bird cages, urine, or excretions.
Right to Refuse Service
We reserve the right to deny and/or terminate service because of inappropriate, uncomfortable, or unsafe environments. Our cleaners have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe or threatened. If you book an unreasonable cleaning, the cleaners may refuse service, and you will be charged the cancellation fee.
By signing, initialing, and dating the below, you agree to abide by the customer agreement.
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Customer Signature/Initials Date