We are really good at what we do and we care a LOT about making sure it’s exactly how you want it but we are all humans. If for any reason, you are not happy with our services, let us know within 24 hours and we’ll address your concern as soon as we can!
We carry a $1,000,000 liability insurance policy and all our staff are fully bonded, which means they have passed a background check.
We just want you to know that because all Ezer Home Solutions team members are W-2 employees who receive benefits and PTO, we pay social security on all income taxes. In other words, we’re responsible citizens who take care of our employees.
We are happy to disarm and rearm your alarm system to the best of our ability. Because we’re not security system experts, we aren’t responsible for issues related to the alarm system, and you agree to release Ezer Home Solutions from any liability.
Our team loves your pets! However, if there is excessive feces in your home, there may be an additional charge for clean-up. Also, please let us know in advance if your pets will be out-and-about inside the house, so our team can be ready to prevent your pets from escaping. Please provide any special considerations or instructions. Ezer Home Solutions is not responsible for any damages or liability resulting from your pet’s behavior.
If, for any reason, Ezer Home Solutions cannot complete your cleaning, we reserve the right to charge you up to the full cost of the service. Here are some reasons we’d not be able to complete your service:
In these instances, we’ll notify you and will provide visual evidence of the reasons we cannot clean.
A Condition Scale is a system that allows us to accurately estimate the time and cost required for your service. It’s important that you assess your home’s condition accurately to prevent any unexpected costs or rescheduling of your service. If our team finds the actual condition of your home to not match what you provided, they may not be able to complete the cleaning in one service. In that case, Ezer Home Solutions will either revise the estimate based on the actual condition and areas we were able to clean or schedule a follow-up service to complete the job. If a follow-up service is scheduled, you will be charged for the additional hours needed to complete the clean. The decision to revise the estimate or schedule a follow-up service will be at Ezer Home Solution’s discretion. If the estimate is revised, you will be charged for the revised estimate.
Our cleaning hours are Monday – Friday, from 7:30AM – 5PM. We are unavailable to clean on New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas. We provide these holidays as time off to allow our team members to be with their loved ones.
Our team brings their own products and supplies, but can accommodate you if you feel strongly about using your own. Additionally, we cannot clean homes that have fumes from recent work to your home (e.g., paint, varnish, sealants, solvents, etc.).
We love to dust and do so at every deep clean. However, some dust may become airborne and not settle until after we’re gone. This is common with initial cleanings. It may take several visits before the amount of dust is reduced. Hand-dusting small items (knick-knacks, collectables, picture frames) can lead to inefficiency, and thus, more time spent at your home cleaning. If our team cannot dust items on shelves or hung on walls from a 2-step ladder, they will not be dusted. Our extension poles allow us to dust high areas, but we won’t dust items that are at risk of tipping over or breaking.
We do not offer wholesale exterior window glass cleaning. We will clean interior window glass and include sliding door glass and storm door glass inside and out. Additionally we always include window sills as part of our dusting.
We are amazing at cleaning your home. But, unfortunately, we’re not a restoration company. Unless it can be removed with good ol’ fashioned elbow grease and a non-toxic cleaning agent, we won’t do lime or calcium removal (that usually requires a toxic acid remover). We DO remove soap scum. Our cleaning products and techniques will minimize surface stains, but completely removing them may require re-grouting or re-caulking. In general, showers and bathrooms with tile and grout may periodically require a deep clean. As part of your regular service, we’ll always clean and disinfect the tile along with the other bathroom surfaces.
Our home specialists are mindful to treat your property with the same care that you do. In the unlikely event of breakage or damage, our liability insurance will cover the cost. We are not liable for damage from “normal wear and tear,” improper installation of an item in your home, or artwork, magnets on refrigerators, collectibles or family heirlooms valued over $75, or glass items valued over $300.
These items include but are not limited to:
Payment is due when services are rendered. The forms of payment we accept are credit card, debit card, ACH, and Zelle. You will be able to set up your secured payment method in our Client Hub after scheduling your first appointment.
Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Happiness Guarantee.
Our teams clean from 7:30AM to 5PM — occasionally, we may need to stay past 5PM to complete your cleaning. While we can’t guarantee an exact arrival time, you expect your Home Specialist to arrive within a 30 minute window. We do guarantee your day of service and will not change your service date without your prior approval unless due to inclement weather.
Your Ezer Home Solutions rate per service is based on your recurring plan. The more frequently we clean your home, the lower the cost per visit. If you need to skip one or more recurring visits, your rate for the next visit may be subject to an increase tol match the appropriate frequency. For example, if you’re on a bi-weekly schedule and need to skip one visit, your next visit will be at the monthly rate before returning to your recurring bi-weekly rate.
Regarding the above policies, your recurring service means that time is blocked for you. Last-minute skips and terminations mean we may not be able to fill the vacancy, which impacts the pay of our Home Specialists. Our policies aren’t intended to be punitive, but preventative and protective of our business and team.
Your recurring service rate is guaranteed to not increase more than 10% during any one year period. If there is an increase, it will NOT occur before six months from your membership start date.
You are responsible to provide Ezer Home Solutions with access to your home. If we are unable to enter your home, you may be charged the full cost of the estimated service.
Ezer Home Solutions randomly inspects and audits our teams to ensure our promises are delivered. The inspector may inspect during or after the cleaning.
Ezer Home Solutions will take before-and-after photos. We use this for training, proof of our performance, and promotion of our work. If you don’t want pictures taken of our work in your home, please notify us.
During hotter months, many of our customers turn off the air conditioning when they’re not home. On your cleaning days, please set your thermostat to NO HIGHER than 72 degrees to prevent our technicians from overheating. If they arrive at your home and the temperature is unsafe, they will adjust the thermostat accordingly and set it back before they leave. Ideally, we prefer you to run your air conditioning on your scheduled days because it can take several hours for a home to cool to safe levels. During colder months, we request the temperature to be set between 65 and 72 degrees.
When hiring Ezer Home Solutions, you agree not to solicit for hire any Ezer Home Solutions employees for home-related services. Our people are our biggest financial and time investment, and our most valuable asset. Each of our team members agrees not to provide any past or current clients with home-related services outside of Ezer Home Solutions for a period of 24 months.
Ezer Home Solutions is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.
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