*** The policies and disclaimer are subject to change at any time. It is the responsibility of the homeowner to check our website for updates.***

This document is the sole proprietary property of Nook & Cranny Homekeeping. © ™

Residential Cleaning Policies

1. Communication

a. ALL communication must go through our office staff, and not through the individual cleaners themselves. Service, deep clean extras, date/time change, and product requests are the responsibility of our office staff and we can be reached most quickly via text at 9184088900.

b. Our office hours are 8:30am - 5:00pm Monday through Friday.

c. Session reminders are a courtesy and are sent via text 48 hours before your session. The scheduled session is not contingent on the delivery of this reminder. As a client on our recurring schedule, you are perpetually scheduled on the day and requested rotation and will know what day your session is on simply based on the last session (unless previous arrangements have been made).

d. Most, if not all, communication is done via text for tracking and clarity purposes. We understand if this system is outside of your needs and are happy to connect you to a service provider whose communication lines fit your needs better.

2. Payment

a. A non-refundable $35 deposit is required for walk-throughs (to confirm the quote) which will be applied to the final cost of initial cleans and 1 - Time cleans. 1 - TIME & Initial Cleans require payment in full at the time of booking to reserve a spot on our calendar.

b. A Credit or Debit Card is required to be saved on file & will automatically be billed for applicable costs associated with deep clean extras (beyond the 1hr. min.) at the completion of the session.

c. Acceptance of the estimate and Payment of the deposit acknowledges client has read and fully understands the scope of work they have requested as well as agrees, and consents to the N&C policies, Disclaimer, and Client Code of Conduct posted on our website. If for any reason the credit card on file is declined there will be a $15 late fee per day payment is not received.
d. Clients on our recurring schedule (weekly/bi-weekly/monthly) are charged on the 1st of the month for that month’s respective sessions).

3. Scheduling

a. Walk-Throughs: We require walk-throughs to confirm (and adjust) the estimates provided. Both for price and time allocation. If a walk-through is not possible, for whatever reason, a job may not be able to be done to completion. We will make every effort to accomplish a job both to completion and standard. However, the absence of a walkthrough may not allow for this. We make no service guarantees on homes that did not receive a walk-through.

b. We revisit and revise, if necessary, our recurring schedules on an as-needed basis to ensure logistical efficiency. If a schedule pivot is needed for a specific client, neighborhood, or general area you will be notified immediately and we will work with you to make the schedule adjustment as convenient as possible.

4. Pets: We enjoy our client's fur babies as company while we clean.

a. If a pet urinates, poops, or throws up while we are cleaning we will not clean their mess.

b. We are not responsible for pets escaping out of the home or consuming any of our supplies.

c. Pets roaming a home will redistribute hair & dust.

d. For the safety of our Team Members, any dog at or above 20 lbs. must be kenneled, outside, or in a shut room we are not servicing while our team is present.

e. Most importantly, if a pet acts aggressively at any time during a session our team will leave to protect their safety. The session will still be charged as usual with no refund or rescheduling. An animal with aggressive tendencies should never be allowed to move freely in a home while our team is performing their job. If we experience aggressive or protective behavior we will make future visits contingent on the animal being secure.

5. Products & Supplies

Our cleaning agents consist of Whip-It Multipurpose, Bar Keepers Friend (Powder & Spray), Bon Ami Powder & Stainless Steel Polish. For the health & well-being of our team members, NO CLEANING AGENTS OUTSIDE OF THIS LIST WILL BE USED OR CONSIDERED. Our team members have a supply of tools we find serves the full scope of our work. In order to keep a consistent schedule and times within range, NO CLEANING TOOLS OUTSIDE OF OUR SUPPLY WILL BE USED OR CONSIDERED. If a team member is asked to use a product or tool during a clean will politely be declined.

6. Special Service Requests

A list of cleaning specifications performed within the foundation clean is listed on our website and attached to your session's google calendar event. Requests for projects outside of the foundation clean must be arranged at least 1 week prior to your scheduled cleaning day. We may not be able to accommodate a large request the same week that it is requested.

7. Breakages

If one of our employees accidentally breaks an item a phone call will be made immediately to find out the value of the item and you will be compensated ASAP if the item was not already broken or damaged in some way. Please refer to our disclaimer for guidelines on what can be considered our responsibility or that of the homeowner.

8. Theft Policy

We take great care to recruit trustworthy people and perform our due diligence with background reports. We ask that before accusing one of our team members of theft you consider the last time you saw the object in relation to who else has been in your home (family, friends, other service providers, etc.), if children, a spouse, or yourself may have misplaced it. We will not entertain accusations of theft that can not be proven nor will we terminate the employment of a team member with a spotless track record accused but not proven of theft. We will work with clients to attain proof or if proof is even attainable. Team Members proven guilty of theft will be terminated immediately as well as any necessary legal action. We will work to get back the stolen item or monetary replace their value. A receipt or some type of proof of purchase is required for monetary compensation.

9. Cancellations & Reschedules

a. RECURRING CLIENTS on a WEEKLY/BI-WEEKLY/MONTHLY or ANY OTHER AGREED UPON ROTATION: One-time cancellation - A $25 cancellation fee will be charged to your account for cancellations outside of the 72 business hour policy (see below) and you will be charged according to the bumped rotation (for instance, if your regular service is bi-weekly and a canceled recurring clean causes your next clean to be 2 weeks from the last, then you will be charged a monthly rate). If you cancel within the 72hr window you will be charged the full amount of your session. ***Homes not cleaned by N&C w/in a 30-day period will return to an initial clean rate for the 1st service after 30 days.

b. Service Termination/Cancellation: We do not require contracts for recurring Clients. However, to keep our schedule and paychecks consistent for our team members, we do require a 30-business-day notice of termination/cancellation of recurring sessions. If you need to cancel services with less than a 30 business day notice you will be charged 20% of the value of the sessions that would fall within 30 calendar business days. * Early cancellation/termination fees will not be waived for changes in the schedule (assigned day/time) and staff changes will not be considered.

c. INITIAL & ONE-TIME CLEANS: Session Cancelation within 72 hours of a booked session will not receive a refund and a new invoice will be charged if rescheduled.

10. Illness

a. We will not enter your home if we are displaying symptoms of active illness. If we need to cancel or reschedule a session due to illness on our team we will inform you ASAP and reschedule at no additional cost to you.

b. We ask that if anyone in your home is displaying symptoms of an active illness (excluding active vomiting or active fever (either within 24 hours)) to have that person either not be in the home while we are cleaning OR be quarantined into a closed room. We will not enter that room or clean it and we want to be prepared to wear protective gear.

c. If a person in your home has vomited or ran a fever within 24 hours your session will need to be canceled and/or rescheduled. Cancellation due to illness still falls within our 72-hour cancellation policy (Section 9). *We try to be flexible while at the same time insuring our staff receives consistent, reliable paychecks. Please remember this is their livelihood. We typically cannot replace short-notice cancellations.

11. Keys

We do not store keys. A key may be left in a secure area or an entry code given.

12. Cleaning Cloths

Each recurring client will be issued their own cleaning cloth supply to keep at home. Along with the cloths, a netted garment bag will also be issued. At the end of each service, the dirty cloths will be put inside of the garment bag and placed next to the washing machine. Cloths need to remain inside the bag and can be washed and dried as normal clothing. The garnet bag containing the cloths needs to be ready for our team at the next service. We have this system to prevent cross-contamination.

13. Issues/concerns about the service provided

a. We have a 12-hour policy: let us know within 12 hours of any areas within your cleaning scope we missed and we'll be happy to come back and redo the area.

b. We do not issue refunds.

c. Contractors, animals moving inside and outside through an access door, or other visitors in the home within this 12-hour time frame can void this policy.

14. Before & After Pictures

We will take several b/f & after pictures of your home. We share these with homeowners so that you can see our work and as a quality control instrument. We publish before and after pictures on our social media as a type of portfolio. Pictures are of up-close detailed areas and will not be so broad as to identify your home. We honor a homeowner's privacy and will not post pictures on social media if specifically requested.

15. Price Increase

a. If your Home undergoes remodeling, an event is hosted, a pet is added (+$10/ea), or a routine session is skipped, the price will reflect an increase (as stated above).

b. Prior arrangements are required for these scenarios to allow for added clean time. If prior arrangements were not made, your session may not be able to be completed. If we are able to accommodate we will do the necessary work in order to complete the job and charge accordingly.

c. Your quoted prices, including recurring, have a maximum number of man hours. If you are an existing client on a recurring rotation or received a walk-through and our actual work time exceeds those max man hours you will be billed $28 per extra man hour.

d. If your property is out of our regular range and a walk-through is not possible and our actual work time exceeds those max man hours you will be billed $55/man hour.

e. We perpetually audit our recurring client schedule to ensure the price being charged accurately reflects the current quote rate and the man hours consistently demanded by the home. If a price adjustment needs to be made, we will notify the client and provide the new price and work with the client to keep them on our schedule or refer them to another service provider we know and trust who more aligns with their budget.

A yearly 3% price increase is applied on Jan. 1 of the new year. If we are on a steady inflation incline (as in 2021 & 2022) we may need to increase our prices during the year to stay in line with rising costs of not only supplies but fuel and labor costs as well.

16. Pre-Clean Pickup

General messes such as dishes in the sink, toys, clothes, shoes, boxes, etc. that need to be moved or put away in order for our crew to carry out our foundation clean checklist are outside of the scope of work unless previously planned. These tasks fall into our Home Concierge (or deep clean extras) category and we will not clean these general messes unless it is part of the service agreement. If our crew arrives at a home that has not been pre-picked up you will be charged the full amount and your session rescheduled or we will clean to the best of our ability with no guarantees. We appreciate that a pre-pickup can be extremely helpful to you and we're happy to accommodate if previous arrangements have been made.

17. Pests

If our team members come across bed bugs, fleas, or roaches during a session we will leave immediately and you will be charged the full amount of your invoice.

18. Heat | A/C | Running Water

Properties scheduled to be cleaned must have appropriate lighting, electricity, heat, A/C, and running water (if needed). If a property does not have one of the five utilities when we arrive at the property then the client will be charged the full amount, the clean rescheduled, and a $15 rescheduling fee applied.

19. Human Waste

a. While we do clean toilets, we do not handle any sitting or standing human waste, including feces, urine, vomit, or blood.

b. If you require assistance with cleaning up human waste, there are local companies that possess the necessary certifications and insurance to handle such tasks.

20. Decline to Provide Service

a. We possess the right to decline, halt, or terminate services if we feel our team members or our company could be put in harm's way, be treated with disrespect, taken advantage of, or slandered.

b. This includes but is not limited to active cleaning sessions in progress. c. Conduct deemed inappropriate & unprofessional consists of but is not limited to yelling, cursing, complaining about work not contained in the scope agreed upon, accusations of damage to areas outlined in our disclaimer, disrespect due to entitlement of our time or resources outside of company hours, and sexual harassment. We will exercise this right in order to protect our team members and our reputation.

d. Failure on the part of the client or lead to behave professionally and respectfully or failure to provide a safe, respectable, and professional work environment for our team members will result in termination of services without a refund and the applicable termination fees charged for recurring clients.

21. Solicitation of Team Members & Referral Fee

A considerable amount of time and money has been invested in our team members. If a client of N&C solicits a team member for homekeeping services we will terminate future services and charge the card on file for termination fees. If the team member accepts the solicitation and begins to provide homekeeping services for the client then the client will be charged a $500 referral fee and the team member will be terminated of employment with N&C.

22. Updates to Policies, Disclaimer, & Client Code of Conduct

We will occasionally make updates to this document. An updated version will always be posted to our website and a link provided on session invoices, reminders, and follow-ups. It is the responsibility of the client to check the document for periodic updates.

Cleaning Disclaimer

{It is the responsibility of the client to inform us of any areas or items in the home that have pre-existing damage.}

There may be items in your home that are damaged or in need of repair, scuffed up, rotting, faded, discolored, cracked, stained, scratched, or worn. It is the responsibility of the homeowner to bring these items to our attention before cleaning services can be performed so that damage can be prevented. Our methods of cleaning are very involved and if an item or fixture in your home is in less than stable condition it could be damaged. In addition, due to the pre-existing condition of these items, we may not be able to restore them to their original clean condition. Therefore, N&C Homekeeping accepts no liability for the cleaning of these items or the damage incurred. The following list is not exhaustive and does not limit our release of liability to only these areas, but is meant as a quick reference to obvious compromising conditions that could lead to further damage to the home.

• N&C Homekeeping will not be held liable for items that fall off the walls that have not been properly secured. We do not dust wall hangings that are loose or move. TVs will not be wiped down unless specifically requested by the homeowner.

• We will open window dressings to allow as much light in a room as possible. It is the responsibility of the homeowner to ensure all window dressings are secure.

• Communicate via Text or Email (9184088900, hello@nookhomestulsa.com) any collectibles or valuable furnishings that you may not want to be cleaned when we service your home. Please remove these items or furnish us with a detailed list so they are not touched during your cleaning service. If an item is irreplaceable, put it away before the session begins.

• The integrity of the protective sealant of floors, natural stone, and other surfaces is the responsibility of the homeowner. A compromised surface could be damaged by cleaning agents and moisture. N&C will not be liable for damage done to surfaces not properly sealed.

• Resettlement of dust is inevitable, especially on initial cleans. Proper ventilation is essential to minimize resettlement. Air purifiers, salt lamps, etc. should be turned on the day of your session. Air filters for central heat and air systems should be up to date to cut down on dust accumulation and resettlement.

• Hard water stains become etched into the glass. Grout and natural stone are porous. These areas may be beyond cleaning and need professional restoration or replacement. Each initial clean has a limited about of time (30mins/task/bathroom) dedicated to hard water stains and grout. What we can not clean in that time period could mean extra time on the job. Recurring sessions receive a spot clean, with a dedicated time of 10 mins/task/bathroom.

• Missing or deteriorating grout compromises the stability of tile. We will not be responsible for tile that falls or breaks because of missing or deteriorating grout. Nothing acidic should be used on grout to keep grout intact.

• For the integrity of floors & furniture as well as the safety of our team members, large/heavy furniture will not be moved under any circumstances. In addition, any furniture without protective coverings on the base such as felt pads or rubber attachments will not be moved. We offer to install these protective covers as an additional service.

Client Code of Conduct

As a client of Nook & Cranny Homekeeping, we hope you feel comfortable and completely trusting with us in your home. We aim to always keep the relationship and communication professional, timely, and relevant. Anything less is unfavorable to both your time and ours. In an effort to cultivate a professional experience, we ask our clients to make the same commitment. The following short list of guidelines is your commitment, as our client, to our team members to keep the relationship & communication professional, timely, and relevant.

1. Clients are expected to be fully clothed at all times while our team is present. This means pants as well as shirts.

2. Language should be clean and respectful. We will not engage in political, religious, or any other sensitive topics. Degrading, sexist, or racist language will not only not be entertained but will result in our immediate absence and the session still charged.

3. Cursing at our team will result in the immediate vacating of our team and your session is still charged.

4. Any concerns about our business practices, safety measures, or policies should be taken up with our office, not cleaning team members.

5. Rudeness, whether via text or in person, concerning Policies to which you agreed upon before us ever entering your home (during the estimate request phase & estimates provided) will result in you being removed from our calendar and still charged any applicable charges that fall within our cancellation and termination fees.

6. All communication, whether in person, by text, phone, or email is subject to being recorded and logged for customer service purposes and conflict management solutions.