FREQUENTLY ASKED QUESTIONS
TABLE OF CONTENTS
Policies and Procedures
Touch of Magic Cleaning, LLC is licensed, insured and bonded, and specializes in providing quality, first-class, professional residential and commercial cleaning services. We strive to employ reliable, trustworthy cleaning cleaners dedicated to creating the best environment for you via amazing cleaning. We aim to have the same crew in your home/office for each visit.
24-hrs No-Worries Guarantee
Our goal is to exceed your expectations for professional cleaning services in TX and surrounding areas. We inspect our work before leaving the premises. With our 24-hrs no-worries guarantee, please contact us within 24 hours so we can correct any issues as soon as possible. Requests received by our office more than 24 hours after the service was provided will be incorporated into your next scheduled cleaning.
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Supplies
We bring our own supplies and equipment because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. We offer regular and non-toxic products. If you (the client) have a certain product you would like us to use, simply let us know and leave it out for us the day of your cleaning.
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Ladders
Our cleaners take a 2-step ladder to each cleaning. We are unable to use client ladders unless approved by us beforehand. We are unable to climb higher than two steps. Higher items will be dusted with an extension duster to the best of our ability. We can reach up to two-stories with our extension duster so we can get those higher ceiling fans, ceilings, lights, etc.
Blinds
We do offer slat by slat blind cleaning. Blinds must be at least 2”; we cannot guarantee the cleaning of mini blinds. Blinds may need to be vacuumed before they are wiped; this will require additional time. Please allow for some dust resettlement after we leave, we try to limit the dust in the air but cannot prevent this entirely. We cannot be held liable for blinds/shutters that have dry rot, sun damage and/or are not installed properly.
Moving Furniture
We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.
Pets
We love pets and will be very careful around your fur-babies. Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial, or overly friendly and will not allow us to do our work, we do ask that they be placed in areas that we are not working in. We will never leave the pets outside unless instructed to do so by the customer. We do not clean litter boxes, feces, or urine.
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Firearms
For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.
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Insects
Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. We will leave you a note or call you regarding the problem.
Alarm System
If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern here at Touch of Magic Cleaning and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by us.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code.
Safety
Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children, and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.). The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects, flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site; the client is still responsible for the full cost of the job.
Payment
Unless you are invoiced monthly, full payment is required upon completion of the cleaning service. Touch of Magic Cleaning accepts all major debit/credit cards currently via PayPal. We also accept cash but no check. No credit card information is stored electronically. We require a deposit of 50% of the total amount when booking to secure your appointment. Outstanding balances must be paid prior to the next cleaning.
Entry
We can work with whatever form of entry is more convenient for you, as long as we have a way to get in. It is your choice if you would like to be home during your home cleaning. Since Touch of Magic Cleaning usually cleans Monday through Fridays from 8am - 5pm, our clients are not usually home during those times and trust us with a key/code to their home, or leave a key out somewhere for us. Arrangements for entry are usually made at the time of booking. Please be advised, if we are unable to enter your home to clean, you will be charged (will retain) your full deposit. Read below to see more details on our Locked Out/Turned away fee.
Scheduling
When we schedule your cleaning appointment we reserve a day and time for you and you alone. This means we turn down any business requesting your space. We ask for a deposit because we have learned some very expensive lessons over time. While we always try to be as flexible as possible with clients and value their time, Touch of Magic Cleaning expects the same from our clients. Since scheduled cleaning job allows Touch of Magic Cleaning to continue to pay our cleaners, a last-minute cancellation can have a very negative impact on our cleaning crews.
Touch of Magic Cleaning provides a 2-hour window for which we arrive to clean a client’s home or office. Please notify us at least 24 hours prior to you scheduled cleaning to avoid the cancellation fee (the amount of deposit). Also notify us as soon as possible with any changes related to how we enter or clean. We always try to accommodate your schedule if given proper notification.
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Cancellation/Cancellation Fee
Please notify us at least 24 hours prior to you scheduled cleaning to avoid the cancellation fee (the amount of deposit or half of cleaning price). Also notify us as soon as possible with any changes related to how we enter or clean. We always try to accommodate your schedule if given proper notification.
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Proper Notification of the Office
All cancellations can be made by phoning the office: (325)268-1389. Email is only acceptable to cancel if done more than 48 hours for scheduled cleaning window: support@touchofmagiccleaning.com.
Lock Out/Turned Away Fee
If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charged full deposit (half of cleaning price) for your scheduled cleaning.
Skipped or Missed Cleaning Visits
Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings. Monthly rates are for monthly cleanings. If you skip a cleaning, the next time we return you will be charged the rate for the next frequency of service.
Solicitation of Staff
By using our services, you (the client) agrees not to solicit for hire any staff member introduced to you by Touch of Magic Cleaning for any home-related service. If you are found to have solicited to hire or hired one of our current staff or former staff within one (1) year following the employee’s last day as an employee of Touch of Magic Cleaning, please be advised that our referral fee is $3,500. You, the client, also agrees to pay all legal fees associated with obtaining the payment.
Damages
Accidental Damages: Accidents do happen. The cleaning crew will immediately notify the client or our office of any accidental damage that occurs during any job. If we are responsible for damages to your home or items in your home, we will let you know as soon as possible the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.
We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumbtacks, not anchored properly to walls). Items of monetary or sentimental value should be put away on the day of cleaning and/or cleaned by the client.
All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.
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Release of Liability
Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Touch of Magic Cleaning from all liability arising out of cleaning these item(s). Client understands that he/she is completely responsible for repairing or replacing any damaged item(s) even if Touch of Magic Cleaning may have caused the need for repair or replacement.
Arrival Time/Hours of Operation
Our hours of operation are from 8:00 a.m. to 5:00 p.m. Our cleaners arrive at our first house between 8:00 and 8:30, and the last house by 3:00 p.m. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 2-hour window of our estimated arrival time if you call the office the day before your cleaning. Please allow us the flexibility of scheduling our arrival between our hours of operation. We will strive to meet your requested arrival time but we cannot guarantee it.
If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason, the cancellation fee (half of cleaning price) will be charged (see Cancellation Policy).
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Our No-Worry Guarantee
Our goal is to always deliver expectional clean to our clients. We determine to pay attention to the details so your environment is inviting to your creativity and style.
But we are human and may miss the mark and, as professionals, Touch of Magic Cleaning® goes the extra mile to make it right. We provide a 24-hour No-Worry Guarantee.
If for any reason you are not satisfied with our service, notify us within 24 from the cleaning to schedule a time to come back and re-clean.
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We want you to just relax and maximize on living.