Welcome to EKquisite Cleaning Services . These terms and conditions outline the rules and regulations for the use of EKquisite Cleaning Services and the EKquisite Cleaning Services website. EKquisite Cleaning Services is located at : Memphis, Tennessee – 38119 , United States
Our terms of service provide our expectations for our clients. In order to prevent misunderstanding or miscommunication, the following is the Terms of Service that apply when booking a service with and hiring EKquisite Cleaning Services .

All clients, regardless of type, should read and understand these Terms of Service.  These apply and are legally binding to all our clients who book a service with us over the phone, through our website or by email.

By using this website to book a service, you agree to comply and are bound by these terms & conditions. If you do not agree to these terms & conditions, it is recommended that you do not book a service with us.

Booking Confirmation

Booking service online doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.

Cleaning Providers

Our providers have been properly vetted & prior to onboarding with us, you can rest assured all of our providers have integrity and are held accountable.

Right to Refuse Service

We reserve the right to deny &/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons out on-premises, severe clutter & disconnected utilities.
Our providers have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot & you will be charged the cancellation fee.

Cleaning Day Preparation

Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.

Add-On Services

These services are available for an extra charge:

• Heavy-duty Deep Cleaning
• Hard Water Stain Removal on Glass Shower Door
• Window Clean & Shine
• Window Track Cleaning
• Wet Wipe/Detail Blinds
• Clean inside Oven
• Clean Inside of Refrigerator
• Clean Inside of Dishwasher
• Clean Inside of Cabinets
• Laundry
• Organizing & Decluttering

Pets

We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, EKquisite Cleaning Services reserves the right to remove its providers from your home.

Our providers are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning provider is due to aggressive pets, our cancellation policy will apply.

We do charge a pet fee if your pet sheds , for each pet that you may have. The reason for this charge it takes much longer to clean. If our cleaners arrive and notice that you didn’t add this on to your service your pricing will be adjusted.

Service Fees

Please remember we give these instant prices based off years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know if we are unable to reach you, the provider will have to leave & you will be charged the cancellation fee.

We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards, EKquisite Cleaning Services will contact the client to discuss price or service revisions if the cleaning time differs significantly.

Payment Terms for Residential Services

All customers: we require a credit card to be on file with our credit card processor.  We use a virtual terminal – no client information is saved anywhere on EKquisite Cleaning Services computer or server. 

We do require a 25% non-fundable deposit payment at the time of booking to secure your spot on our schedule .

Three days prior to your appointment a temporary hold will be placed on the card on file to ensure funds are available.

The reminding balance not be charged until AFTER the service appointment is completed.

Payment Terms for Commercial Cleaning

The laws of the State of Tennessee dictate, determine, and describe the responsibilities of both parties (EKquisite Cleaning Services and its client) in any matter of contention.  EKquisite Cleaning Services reserves the right to bring about court action if necessary, to retrieve payment.  This will be done in Shelby County , Tennessee where EKquisite Cleaning Services is located.

Cancellations and Rescheduling

Service reliability is extremely important because we reserve a time, especially for you, we request that you give us a minimum of 48 Hrs. advance notice if you need to cancel or reschedule for any reason to avoid incurring a 25% cancellation fee.

Please note that if service is canceled or rescheduled within 24 hours there will be a 50% cancellation fee charged.

If we are unable to access the home upon arrival, OR we are turned away at the door, a cancellation/lockout fee of the full price of service will be charged will be charged to the credit card on file.

Rescheduled and canceled appointments fees are not transferable to a new booking service.

Refund Policy

Our 200% customer satisfaction guarantee is applied when you are present at the end of your home cleaning and conduct a complete walkthrough of the home while EKquisite Cleaning Services cleaners are there. Once you (or someone you authorize) give your final approval that you are satisfied with the cleaning, the cleaning is considered complete and no refunds will be given.

If for any reason you are not available to do the final walkthrough at the end of your cleaning, that is at your own risk and we can not guarantee satisfaction.  We give you 48 hours after your cleaning is complete to alert our staff of any issues.

At the time, our team will access the situation and determine a final solution, however, we will not be giving any monetary refund. We do not offer refunds, we have built our business providing our clients with the best possible service available, still, we realize that we are human, things will from time to time get missed, should this happen email or call us within 48 hours & we will correct the error at no charge.

After hours calls or texts will not be acknowledged or considered tendered until 9am the following business day.

Recurring Service Discount

Recurring discounts start AFTER the first cleaning service, if you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.

Rate Increases

Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. The customer’s rate shall be increased annually, by an amount not-to-exceed 10% of the client’s current rate.

Lockouts

The client shall make the service location accessible to EKquisite Cleaning Services providers on the scheduled service day. If the team is locked out of the client’s home, every effort will be made to establish contact with the client to arrange for entry into the home, if contact is not made within 15 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped & you will be charged the entire amount of the service per our cancellation fee policy, this fee is necessary to compensate the cleaning provider for unexpected lost revenue & time travel, to avoid the fee provide us with a key or code to gain entry to your home at the time of booking your service.

Alarm

If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code & proper directions for use. If the code should change please let us know so you do not incur a lockout charge.

Use of Homeowner’s Vacuum

If you request to use your vacuum, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the vacuum, we will not be responsible for any repairs to it. This is important because if the vacuum is not in working order when we arrive to clean your home, we will not be able to perform any vacuuming of carpet & hard floor surfaces. Please let us know when booking if you do not have a high quality vacuum cleaner so that our cleaning provider will know to bring one.

Cleaning Supplies

We provide the equipment & products needed to thoroughly clean your home, if you require us to use green cleaning products only, please let us know before we start the service. We can’t bring our own vacuum in your home to use if you have pets , reason being if we have another house to clean after a client home who has a pet there is not enough time in between cleanings to fully clean our vacuum. And unlike other companies we are strongly against sharing vacuums . We do use disposable toilet wands to clean clients toilets if you do not have one . We do not believe in cross trying equipment in clients home.

If you require us to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals & supplies ready so we can perform our cleaning service as efficiently as possible.
We Cannot Clean Mold , 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 animals & humans’ body fluids, blood, feces, vomit, cat litter boxes, bird cages & urine, or excretions.

Unreachable Areas & Heavy items

For safety & liability reasons our providers can’t climb higher than a step stool or work outside of your home. Cleaners can’t move objects more than 35 pounds, if you would like to clean behind heavy objects, please move prior to cleaning.

Breakage/Damage / Valuables & Loss Policy

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, all providers carry insurance for damage or breakage caused by the provider. Both the client and EKquisite Cleaning Services and our cleaning providers are responsible for clear communication and being responsible with the clients’ belongings and property.  All incidents big or small are to be reported immediately. Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.

We are not liable for damage that is caused by normal wear & tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process, these items include but are not limited to the following:

• Artwork, Collectibles & Family Heirlooms: These items are expensive & impossible to replace, the client should point out such items to us before starting service, please advise us how you would like your fragile items handled & their care.

Valuables – Should you decide that you would like us to clean items listed above and within curio cabinets or items of monetary/sentimental value, the following release of liability shall be in effect:

Client hereby releases EKquisite Cleaning Services from all liability arising out of cleaning these items. Client understands that he/she is completely responsible for repairing or replacing any damaged item or items even if EKquisite Cleaning Services may have caused the need for repair or replacement.

Cleaners Arrival Window

We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices & avoid trip fees. If you require a specific time we will make every effort to accommodate your request, however, no times are guaranteed.

Due to the unpredictable nature of our business & unforeseen circumstances, traffic jams, weather, mechanical problems, allow us the flexibility of scheduling our cleaning time between 8:00 am & 3: 00 pm.

We generally arrive within a 1 hour window period disclosed within your booking. If we are running late we will call you or text you.

Holidays

EKquisite Cleaning Services does not do holiday visits.If your scheduled day falls on a holiday, we will contact you to reschedule, the following holidays will be observed:

• Easter Sunday
• Mothers Day
• Independence Day
• Thanksgiving
• Christmas Eve
• Christmas Day
• New Year Eve
• New Year

House Key/Key Release

In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, EKquisite Cleaning Services . will not be held liable for any damages or theft to the client home.

Upon termination/cancellation of services, EKquisite Cleaning Services shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.

Trash Removal

EKquisite Cleaning Services provides interior residential and commercial cleaning services only.  We service residential and commercial properties.  Only when hired to do a trash-out cleaning will we remove large amounts of clutter, items and trash to a client-provided dumpster container.  Those trash-out cleaning services are at a different rate than our typical cleaning services.

Safety Policies

EKquisite Cleaning Services reserves the right not to clean any home based on common sense policies that protect everyone like a safe working environment, presence or suspicion of bugs of any sort, presence of blood or hazardous material (i.e. excessive mold, etc), and presence or suspicion of rodents of any kind.

By booking a service with EKquisite Cleaning Services , you understand that the following services will not be performed during your cleaning: Cleaning of paint stains • Cleaning of Chandeliers • Wet Wiping of Light Bulbs • Cleaning of Bio-hazards (Mold, etc) • Re-cleans after another unaffiliated service was done • Hoarding • Moving Heavy Furniture >35 lbs • Cleaning animal waste/litter/insects • Cleaning of exterior of home( this service is only for post- construction if within the scope of work as determined by EKquiste Cleaning Services and the contractor/ investor/ superdinent ) • Washing of Exterior Windows ( this service is only for post- construction clients if within the scope of work as determined by EKquiste Cleaning Services and the contractor/ investor/ superdinent ) • Bodily Fluids (blood, urine, vomit, feces) • Cleaning while another service provider is present

Interior Window Cleaning – Window/s should be accessible via 2-3 step ladder. Due to liability & safety reasons, our teams are not able to climb on 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 be able to detach and / or install window screens.

Stain and Mold Removal- We cannot guarantee removal of all stains and mold on grout and tile inside the bathroom and kitchen. However, will try our best to have it removed. Please not we do not provide mold removal services.

Reaching High Areas – We cannot guarantee we can reach the high areas higher than 6′ ft. Due to liability & safety reasons, our teams are not able to climb on ladders or reach high areas.

Basic Needs of the Home -The client must allow the cleaner access to hot water , AC unit working properly, and electricity.

Move Out Cleaning

For 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. If our cleaner(s) arrive with furniture , fridge still full, cabinets not emptied, and /or movers moving you out we would have to cancel the service and you will be charged a cancellation fee / rescheduling fee of the reminding balance So we ask to make sure your home is completely emptied when selecting this service .

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 maids are not able to move these types of items.

Pro Tip!: For a move out cleaning, we HIGHLY RECOMMEND you invite your landlord to the walk through inspection with the cleaners. To be able to best meet your expectations, you can also send us a cleaning checklist from the landlord prior to your service appointment.

Deep Cleaning

We kindly ask ask that customers receiving Deep Clean service pick up clothing, personal items and clear up cluttered areas prior to our arrival. We make this request so that our cleaners can best access surfaces for cleaning.  If a provider feels the need to a the heavy duty cleaning add- on you will notified immediate. Please read on what to do before cleaning service providers arrive as well .

Uncontrollable Natural Events

Please keep in mind that residential cleaning has some unpredictable circumstances such as vehicle accidents on the road or health emergencies with the cleaning individual that may lead to last-minute rescheduling in rare instances. It may be best to schedule your cleanings in advance of having an event or turning over a property. We are not responsible for any outcomes resulting from an emergency reschedule due to the cleaner’s inability to work.

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. 

Photos

We respect your right to privacy. Occasionally we like to take before and after pictures of our work in your home or office. These pictures are used for cleaner assessments, proof of performance, as well as company promotion. Interior images will be focused on the area that we have cleaned to demonstrate our cleaning services. Images may also focus on any damage we may find and will not be focused on personal property unless it was damaged and required by our insurance to process a claim. By booking our services, you consent to our use of before and after pictures of areas we have cleaned in your home or office in advertisements on places such as our website, Facebook, Instagram, Yelp, Google, etc. At no point will any picture include images of any person living or working in the home or office. If you do not want pictures taken of work areas in your home or office please notify us when you schedule your cleaning.

Non-Solicitation of EKquisite Cleaning Services Providers

As our customer, we ask that you agree not to solicit for hire any of our providers to work directly for you. Our professional cleaners are vetted, background checked, and have experience as cleaners. Significant time, resources & money are invested in each new provider before we allow them to enter our customer’s homes.

When entering into an agreement for services with EKquisite Cleaning Services I, you agree not to solicit for hire any cleaner introduced to you by EKquisite Cleaning Services for any cleaning services. If you are found to have solicited one of our cleaners, please be advised that our referral fee is $2,500 payable to EKquisite Cleaning Services immediately upon employing our cleaners for any services to your home/ business. Your cleaner(s) will also be immediately terminated from working with EKquisite Cleaning Services indefinitely.

Governing Law

Any claim relating to EKquisite Cleaning Services website shall be governed by the laws of the State of Tennessee without regard to its conflict of law provisions.
We have taken every effort to design our website to be useful, informative, helpful & honest, hopefully, we have accomplished that & would ask that you let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.

EKquisite Cleaning Services reserves the right to change these terms & conditions at any time without prior notice to you.