Section I - Service Schedule
Dear Vacation Home Rental Host.
NG Solutions is pleased to provide cleaning services for the vacation/short term rental market locally. Thank you for selecting us as your vacation home rental cleaning service provider. You’ve chosen a company dedicated to delighting our clients that can make owning a rental more profitable and manageable for you. Our team is thoroughly trained to efficiently turnover each property for the next guest arriving.
Here are a few important highlights of our service:
Before we arrive... Our team members are thoroughly trained to efficiently turnover each property for the next guest arriving. Our cleaning personnel are all bonded, licensed and insured.
When we arrive... We know to provide quality, reliable, worry-free maid services are important to our residential customers. So, at Ng Solutions, we provide up-front training, important in-home procedures along with supervision from our managers. It's our way of getting the results you're looking for - every visit!
After we're done... We're still here, available and ready to answer any questions you have. We look forward to hearing from you! We want to become your trusted source for vacation home cleaning services! And we stand behind the quality of our work with our:
100% Satisfaction Guarantee
We understand that reviews are what makes your property stand out, and we will make sure that the cleaning is worthy of 5 stars this way avoiding negative reviews. Our #1 job is getting and keeping you delighted!
We thank you for your trust and giving us the opportunity to provide you with excellent service. We look forward to a long and mutual and prosperous relationship.
Operation Chief Manager
Who We Are
Is providing cleaning solutions to enhance the home and business of our clients while using technology and methods of cleaning that are better for the environment. All to create the best experience of cleaning that benefits both the client and the environment! Ultimately, bringing peace of mind is our goal and we are here to achieve that!
Do things that uphold and better our services at any moment that we can. We are striving to become the most valued cleaning provider for all communities! Building long-lasting and trustful relationships with our clients and a positive work environment for our employees, is part of who we are. We are here to grow and be of help to as many clients around the world as we can!
Is to take outstanding care in what we do and how we do it. We practice this with a great sense of responsibility for our clients, employee relationships and the environment. Our system of cleaning gives you the results you love, regardless of who is cleaning- a dream come true!
Whether it is one service or all the services, we want you to have options!
A property requires more needs than most companies are willing to service. We have continued to investigate the most requested services and have created a one-stop shop for you and the needs of your property! These services were created to bring you peace of mind:
● Partial management service
● Carpet Cleaning
● Upholstery Cleaning
● Floor Cleaning
● Pressure Cleaning
● Window Cleaning
● Handyman Services
● Linen and Laundry Services
● Move-In/ Move-Out Cleaning
● Spring/Fall Cleaning
● Post-construction Cleaning
● Disinfection Services
● On-demand Cleaning
● Party Services
● Cabinet Cleaning
● Inside Fridge or Oven Cleaning
We also offer Commercial services for the above items, as well as:
Please see below the best ways to contact us, for any suggestions, compliments, or complaints. Communication is at the top of our priorities, and we want to make sure to be here for you.
Option 1- Call or Text 954-306-6422, Please use this number for any non-urgent inquiries. Your request will be responded to in the order it is received by our customer support department.
Option 2- Text message 954-787-1004. You can be assured your concerns will receive prompt attention, at whatever level is necessary. Please use this number specifically for any Inquiries regarding schedules, quotes, invoices and payments. This number is also to be used for any important information we may need to prioritize prior to arriving to your appointment. You will be receiving all reminders and texts about our arrivals from this number.
Option 3- 954-367-2781 For your convenience please use this number to communicate with us via (whatsapp) if you are out of town or have any request needing to speak to an office staff directly.
Our emails of communication
Our team members clean during the day from 8:00 AM - 5:00 PM Monday to Saturday, and each home is assigned a time during the day for cleaning. It is very difficult to commit to an exact arrival time because of our ever-changing schedule and the fact that we do not finish cleaning each home at an exact time. Our Scheduling department does their best to work with our clients scheduling preferences, while still maintaining true to our efforts of being a green-preferred company. We are always looking for the best routes to lessen our carbon footprint and costs that affect the client due to travel times. With all the work we put into this complex task, we also ask for your cooperation to help keep things running smoothly.
Here are some FAQ's we hope you consider:
We require the client to use a shared Google calendar with NG Solutions with full access for all guest appointments to ensure accuracy of cleaning schedule, including check in/out times for guests.
The cleaning will be scheduled after check-out but before the next guest arrives, it may not always fall on the same day as a check out. Unless there is an immediate check in later that day.
Check outs that occur on Sundays will be scheduled for the next business day as our schedule and the next reservation allows. If you have a check-in on the following Monday and require a Sunday cleaning service additional charges will apply. (Sunday cleanings are subject to availability) If our cleaning technicians arrive and are not able to get into the property, there is a 30-minute grace period. After waiting 30 minutes, if there is still no access to entry, then there will be a $25 fee. Because of our complex logistics and large client base, last minute schedule changes or other requirements are subject to an extra charge.
In the event a guest is granted late check out or overstays their reservation this will reduce our allotted scheduled cleaning time. In this scenario we may need additional personnel If available to complete the task and additional charges may apply.
What if I need to cancel a confirmed appointment?
We understand that there are unforeseen circumstances that can cause cancellations, but we ask
that the reasons for a cancellation be kept to a minimum as it does affect both our staff and our
clients. We all work together for a better community and environment; each client helps the next and
with our high demand it is important that we continue to work together. Cancellations must be made
48 hours before the appointment time to avoid any fees.
Here is the cancellation policy for last minute visits that have been cancelled:
1st Cancellation is $50.00, 2nd Cancellation is $75, and 3rd Cancellation is a $100 fee.
Will I receive appointment reminders?
There is a 1-2 hour arrival window time that is applicable before or after your appointment time.
If our cleaning technicians arrive and are not able to get into the property, there is a 15-minute grace period. After waiting 15 minutes, if there is still no access to entry, then there will be a $25 fee and/or appointment reschedule.
If you require a definite starting time for our team members, our office would be more than happy to talk about possible solutions, such as making your scheduled cleaning the first appointment of the day.
Will I receive appointment reminders?
We will send you an email reminder 2 days before and a text message 1 day before each cleaning appointment and follow-up emails depending on the service. If anything comes up, we will be sure to reach out to you as soon as possible. Please note: If 30 days have passed since your last visit, a deep cleaning will need to be performed at the owner’s expense.
Can I schedule a cleaning Service during the Holidays?
Yes! Not all Holidays are days we are closed, please verify with us. We will try our best to accommodate your needs based on our working schedule, just be sure to let us know in advance to confirm if there is availability! These appointments are subject to an extra cost due to limited availability. Please note that for the following dates we will close:
Fourth of July
New year's day
*If there are any additional holidays we will be closed, we will let you know with advance notice.
Section III- Policy of Security and Health
Home alarms systems
NG Solutions will not be liable for any false alarm charges due to code changes not brought to their attention before servicing the home. Note: 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 crew to gain entry into the home, the client is agreeing that NG Solutions will not be held liable for any damages or theft to the client’s home.
What precautions are being done for COVID-19?
At NG Solutions Cleaning we care about your health and the health of your loved ones so, we will continue to do what we can to help keep you healthy. Most employees at NG Solutions are vaccinated, however, we will continue to use PPE within the property, such as gloves and cover shoes. Masks will now only be worn upon the client’s requests. We temperature check and send home any employee who presents a high temperature; we also send back any employee who presents irregular symptoms, and if they have been in contact with someone who has currently presented symptoms or has the virus, they are also sent back this is done for both their safety and yours.
In addition to our alternating and daily checks, Our employees will disinfect their hands and put on gloves immediately before entering each home. They are also wearing shoe covers at all jobs. Gloves are changed during the cleaning as well to prevent cross-contamination between different areas of the home. Equipment such as vacuums and scrub brushes are thoroughly disinfected with our sanitation and disinfecting products in between each job as well.
We are also asking for your help in keeping our staff healthy. If anyone in your property is feeling ill, please give us a call so that we can adapt to your cleaning needs and schedule.
When is a payment due? How should I pay?
Payment is due on your regularly scheduled cleaning day. If not paying online or through automatic payment, many of our customers find it easiest to leave a check paid out to “NG Solutions Cleaning” on the kitchen counter to be collected when the crew arrives.
NG Solutions has a “no check/no-clean” policy. Payment is due in full the day of the service. The client can also sign up for our Pre-Pay Plan in which they are invoiced in advance for the entire months' services and receive a 10% discount as long as the payment is received in our office by the 1st of each month. (Discounts do not apply to payments made or received after the 1st of each month).
NG Solutions accepts online payments, checks, or cash (Checks returned from client’s bank will be assessed an additional fee of $35.00)
Accepts Visa, MasterCard, Discover and American Express (cut off at 6:00 pm). You can also save your card online for automatic payments and after each service is completed, the payment will be processed!
Clients are given advance notice of any price increases. NG Solutions reserves the right to raise prices at any time.
Another way to Save!
Long Term Prepaid Plan:
It's another way you can save! Pay in advance and get free cleaning(s).
Pay 12 Services and get 3 free.
Pay 8 services and get 2 free
Pay 6 services get 1 free.
Pre-paid services are non refundable, services must be realized
Short Term Prepaid Plan:
The client can also sign up for our Short-Term Prepaid Plan in which they are invoiced in advance for the entire month's service(s) and receive a 10% discount if the payment is received in our office
by the 1st of each month. (Discounts do not apply to payments made or received after the 1st of each month).
Advanced payment is non-refundable.
Clients are given advance notice of any price increases. NG Solutions reserves the right to raise
prices at any time.
NG Solutions asks that the client call the office 48 hours in advance of their scheduled service for any special requests to assure that the schedule allows the cleaning technicians enough time to perform the request during that scheduled service.
Any services requiring extra labor, supplies and/or equipment will be billed additionally for these services. Any services not normally included in the cleaning package that the client selected will be an added charge unless it is noted in the client’s service agreement.
How does NG Solutions make sure things go right?
Delivering high-quality, worry-free cleaning services depends a great deal on the ability to send out only properly trained cleaning technicians who receive regular inspections and directions from managers. At NG Solutions, all of our team members and supervisors are trained and experienced in using the latest, safest and most effective methods for cleaning homes like yours!
As diligently as we train our cleaning technicians, we need your help making sure everything is
going as expected! We are always looking for ways to improve, and we truly value your feedback. To
better your experience and know what works for you, please keep an eye out for when we send you our feedback emails! NG Solutions needs your input on the overall experience and quality you are
receiving so that we may address the things that are important to you.
If you do have any specific complaints from the service performed, please do not hesitate to mention
them to the team leader of your crew so that they can address them. You can also email or call the
office to report any concerns.
Who provides the cleaning chemicals and equipment?
We bring everything we need to professionally clean your home including necessary supplies, chemicals and equipment. This allows us to make sure we have everything we need including proper OSHA documentation such as MSDS forms.
What about 'Green' Products? Do you use them?
Green cleaning is a broad and often misunderstood term used today, which is why we call ourselves a green-preferred cleaning company. Our products and cleaning methods are used with the goal of reducing the negative impact on our environment due to cleaning methods. We believe in supporting ecologically safe and healthy homes, we do not use a high-level of harsh chemicals while cleaning the property. Our approach is to work in a responsible way towards adding increasingly 'green' products to our overall chemical program if appropriate.
Who will NG Solutions Cleaning send to clean my home?
NG solutions cleaning always extensively background checks employees. The teams are broken into two or three cleaning technicians. We most often send 2 people a cleaning team depending on the client’s package and/or size of the home.
Our team members are trained to always be professionals - for example, our members will never eat, drink, smoke or use any of your electrical appliances such as radio or tv while in your home. We comply with the Immigration Reform and Control Act (IRCA) and verify that employees are authorized to work in the U.S. All of our employees must fill out an I-9, the employment eligibility verification form, and provide necessary eligibility documents, before starting work.
Due to our background checks, cross-referencing, and extensive training- we have been able to provide you with a crew that we feel safe letting within your homes. We will continue to do all that we can to ensure the safety of your home and its belongings, and with your continued cooperation, we know we will continue to maintain the trusting relationships between NG Solutions and our clients.
Will NG Solutions Cleaning send the same team members each visit?
We always try to clean your home using the same cleaning technicians each visit, unless due to sickness, emergency, or unexpected circumstances- and we are unable to do so. However, we can guarantee one cleaning technician at the minimum knows and has been to the home previously.
Personnel supplied by NG Solutions Cleaning are deemed employees of NG Solutions Cleaning and will not, for any purpose, be considered employees or agents of the customer during or after finishing a relationship with NG Solutions Cleaning.
The customer understands that Ng Solutions Cleaning has invested time and money in the development and training of their employees and that the customer under no circumstance will knowingly engage in a direct working relationship with any employee of Ng Solutions Cleaning.
The customer understands that the solicitation of an Ng Solutions Cleaning employee for my private hire will result in termination of service(s).
The customer understands that will pay NG Solutions Cleaning a training minimum fee of $5,000.00 if I breach this non-solicitation agreement and hire their employee for my own private service . Ng Solutions Cleaning is an equal opportunity employer. All necessary employment forms will be maintained by our office as required by law.
Are you insured? What if something gets broken?
While our team members are trained on proper cleaning procedures and pride themselves in being careful, if anything were to get broken as the result of something one of our team members did while cleaning - we want to step up to make it right! they delivered a form about the accident and the office will contact to you in 24 hours. That means trying to as quickly as possible to either repair or replace it - and because all of our team members are insured, we would file a claim whenever necessary to help resolve the situation.
It can happen when you least expect it! Ng Solution can assume no liability for damage due to pictures not hung securely, items with unstable bases, floating shelves, items not secured properly, etc.
Curio cabinets, figurines, glassware and items of extreme value or sentimental value should be cleaned by the client. If an item is broken by one of our cleaners, Ng Solution will pay up to $100 per item or replacement cost when the value is verifiable. The client needs to save a broken item for Ng Solution to inspect.
The client should point out any damage to surfaces during the walkthrough and before the service
Ng Solution is sometimes called in to correct the damage that was already there or that another cleaning company was responsible for. In this case we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter, Ng Solution reserves the right to skip those areas in order to avoid damaging items or injuring the cleaners.
Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.
Note: If you would like, we would be glad to send you a certificate showing our insurance is complete and up to date. Ng Solutions will furnish all forms of insurance required by law and shall
maintain the same in force.
Pre-existing damage list. Please list any damage or other items of note (dishwasher front scratched carpet in basement is stained, etc.) prior to first cleaning appointment.
Your satisfaction and safety is our highest priority, and we have set strict standards to deliver on this commitment. We do understand that accidents can happen, and in the rare and unlikely event of an incident, our Trust & Safety Team is here to support you. Please advise the team if they need to care or attention to any space from your home to avoid an accident. The crew will clean around any valuable or personal items that are placed in the areas to be cleaned. However, for ultimate protection and peace of mind, we recommend securing or removing any valuable or personal items prior to your appointment. This will help to prevent any potential misunderstandings.
Please be advised that our policy does not cover theft or missing items. The crew will not access or open drawers, closets or boxes without authorization.
On the rare and unlikely event of damage during your appointment, you must complete a claims form. You may also contact them at the office and a member of the discussing the resolution. In order for claims to be considered, damage must be reported within 24 hours of the appointment start time, a claim must be filed within 14 days of the appointment, you must be an active client at the time the claim is processed, and you must be up to date with any payments at the time the claim is processed. Any claims that do not meet these criteria will not be considered. You can review the claim form, and understand the full process of submitting a claim.
Section X - Guarantee
NG Solutions is committed to delivering a cleaning service of the highest quality and reliability. We offer responsive communication and a number of additional cleaning services to be your one-stop source for home-cleaning services.
We bring together the best people, most effective methods, highest quality supplies and latest equipment to deliver on our commitment of peace of mind. However, if we happen to miss something or if the service provided is not to your liking, we stand by our promise and take full responsibility for our work. We will work with you until you are completely satisfied with the services we have provided. If you are not satisfied with our services, please notify us within 24 hours from the date and time of your cleaning by calling or emailing our office. We will promptly return and re-clean the area that was missed. However, please note that we cannot guarantee a touch-up for items or areas that have been damaged in the past, improperly cared for, stained, or have aged past the point of cleaning. While we do not offer refunds, we will work closely with you until you are completely satisfied with the services received. Our ultimate goal is to ensure that you are happy with our services and that your home is sparkling clean.100% Satisfaction Guarantee
Once we finish cleaning, and you were not there to speak with the Team Leader, and you notice a mistake or anything you believe does not meet the standards for the exceptional quality we promised, just let us know within 24 hours and we'll come out and re-clean it for free.
Our #1 job is keeping you delighted!
Section XI - Cancellation
We understand that circumstances can change and you may need to cancel your recurring cleaning services. To ensure that we can process your request in a timely and efficient manner, we kindly ask that you complete the cancellation of service form.
We do not require a contract, so you may cancel your recurring services at any time. Once we receive your completed cancellation form, we will confirm the cancellation of services and any associated fees or refunds. Please note that any cancellation requests made within 48 hours of your scheduled appointment will result in a cancellation fee, which will be added to your next cleaning appointment. We appreciate your understanding and cooperation in helping us provide the best service possible.
This agreement may be terminated or canceled at any time with a minimum of fifteen (15) days written notice from either party. NG Solutions requires your cancellation to be effective only after we complete your next scheduled service from the moment of cancellation. If you discontinue service and later reinstate services, you may receive a new rate.
By signing the quote sent to you through your client hub, you are accepting the terms and conditions of the services provided by NG Solutions Cleaning.
Note: Any points accumulated on the account are non-transferrable and do not carry-over should you return.
Section XII - Loyalty Program
The goal of our program is to reward our customers for being a part of our success. If we grow, we want to share those benefits with our clients! We created a point-based rewards system so that by investing in your home, you will be rewarded!
When we work TOGETHER, we work BETTER!
What should I know?
This rewards program was created specifically for our loyal clients. This is only available to those of our clients who are on our recurring schedule. When you spend, you earn!
How do I enroll?
We will automatically enroll our clients into the program after their first 5 services.
Until when can I use my points?
You have throughout the year and the seasons to use and enjoy your points- so you have a 12-month period to use your points!
What can my reward points be used on?
Free and discounted highly requested services! These things include Disinfections, Sliding Door Cleaning, Window Cleaning, Carpet Cleaning, Pressure Cleaning, and much much more!
How do I get reward points?
You can gain rewards in a variety of ways
How will I know what is available for me to use my points on?
Depending on the amount of points you have available, you can choose a reward in that specific category! The higher the points, the bigger the rewards.
Section XIII - Your Client Hub
What is it?
Jobber (your client hub) is where you can make payments online as well as view quotes, invoices, and upcoming appointments. In Jobber you also have access to saving your card on file, requesting new work to be done and much more. It is a platform that makes your life easier!
Where can I find it?
Jobber can be found on our website at ngcleaningservices.com! On the top right you will see the "Login" button and there you input your email to receive a verification link & you are all set! At any time head over to ngcleaningservices.com/login and have your own personal hub login.
With busy lives, we all need something to help things go smoother and that's what we do for you!.
Work Specifications for recurring cleaning
Basic Cleaning Package
● Dust and remove cobwebs from ceiling vents, fans, air returns, walls and baseboards using extension
duster Dust window sills, ledges, blinds and wall hangings
● Dust furniture thoroughly including tops, sides, legs and bases
● Wipe clean mirrors, horizontal surfaces and light switch covers
● Wipe clean surfaces such as tables and cabinet doors
● Load dishwasher
● Scour and wipe clean sinks paying particular attention close to faucet
● Clean phone, light switch covers and window above sink
● Wipe clean and dry exterior of large & small appliances; microwave inside & out
● Clean inside of patio door and entry glass
● Vacuum upholstered furniture including pillows and cushions. As necessary.
● Vacuum carpeted floors using edge attachments when necessary
● Vacuum hard floors using appropriate attachment or canister vacuum extension with soft
brush tool Clean kitchen hard floor (wood floor: use slightly dampened microfiber pad, dry)
● Clean hard floors (wood floors: use slightly dampened microfiber pad, dry)
● Gather and remove trash
● Clean tops sides and bases of appliances; washer and dryer - Laundry only
● Clean tub and shower using cleaner and scrub brush to remove soap buildup, including on doors and in
tracks Disinfectant and wipe clean toilet, sinks and faucets
● After cleaning, rinse and dry tubs, showers, toilets and sinks
● Polish all chrome surfaces such as faucets with clean, dry cloth.
** This package is designed for small houses with low traffic of people and pets. Recommend doing weekly, biweekly or every 3 week. Include 2 technician cleaning.
Natural Green Cleaning Package
Disinfecting: High touch surfaces will be thoroughly cleaned using a detergent-based cleaner and microfiber
cloth. When dry, an EPA disinfectant approved for SARS-CoV-2 will be used per manufacturer's directions; PPE,
application, dwell time and ventilation.
This cleaning project consists of performing all duties included in the standard basic service program, as well as
● One area of Deep cleaning rotation system on each visit.
● Refrigerator cleaned - inside and out- Every 5 service include- ( choose just one)
● Stove cleaned - inside and out
● Clean inside & outside of patio door and entry glass - optiona
● Change linens, if available, make beds
● Change, straighten and leave towels neatly arranged
● Window sills thoroughly wiped down
● Door frames, woodwork spot cleaned
● Baseboards spot wiped clean
● Polish wood furniture with the approved product and a soft cloth. Deep cleaning rotational.
** This package is designed for small and medium houses with high traffic with people, kids and pets. We will be
recommended for weekly, biweekly and monthly services. Include 2 or 3 technician.
Premium Cleaning Package
This cleaning project consists of performing all duties included in the standard basic and natural green service
program, as well as the following:
● Refrigerator or Oven cleaned - inside, out, under and behind (if possible) Every 6 service
include. Stove cleaned - inside and out
● Clean inside of patio door and entry glass
● Window sills and tracks thoroughly wiped down
● Door frames, woodwork spot cleaned
● Walls (kitchen, bathrooms) cleaned
● Baseboards wiped clean
● Inside and outside of one the sliding door will be cleaned using appropriate solution.
** This package is for big houses with high demand of cleaning interior and exterior.
Recommend for 2 or 3 times a week. Include 3 or 4 technician.
We confirm all appointments. Lock out fee $35
We ask that you please have loose clothing, toys, etc. picked-up prior to team member arriving to clean
If linen is part of your service, please have linen on the end of each bed
Please provide maid service with necessary keys and security codes prior to start of work
Upon completion of work, alarms and lights will be secured per instructions.
Thank you for reviewing our customer guidelines. We hope that theyprovide you with a clear understanding of our services and policies. If you have any questions or concerns, please do not hesitate to contact us. Weappreciate your business and strive to make your experience with us a memorable one.