Terms of Services
Comprehensive General Liability
Workers' Compensation
Bonding
With busy lives, we all need something to help things go smoother and that's what we do for you!
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!
Short Term Prepaid Plan:
Another way to Save!
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 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). Advanced payment is non-refundable.
Special Requests:
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.
We also offer Commercial services for the above items, as well as:
Office Cleaning
Janitorial Services
Porter Services
Who We Are
Our Mission
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!
Our Vision
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!
Our Philosophy
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!
Special Services
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:
Carpet Cleaning
Upholstery Cleaning
Floor Cleaning
Pressure Cleaning
Window Cleaning
Handyman Services
Vacation Rental Cleaning
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
Service Schedule
Our team members clean during the day from 8:30 AM - 3:30 PM Monday to Friday, 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 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 24-48 hours before the appointment time to avoid any fees.
1st Cancellation is free, 2nd Cancellation is a $25 fee, and 3rd Cancellation is a $50 fee.
If you or any member of your home have covid-19 and thus are cancelling, proof of a positive exam is required to avoid fees.
As there are unforeseen circumstances that can cause cancellation, unfortunately there are unforeseen circumstances that can alter your arrival time. Whether it's a client cancellation, covid-19 protocol, traffic, weather, a cleaning decision, etc., we will always do our best to make it to your scheduled cleaning time. Our team members do their best to stick to those start times as closely as possible. Although the arrival time may vary from the estimate provided to you, the crew will notify you when they are on their way or delayed by text message. However, please be patient with our teams if they do not arrive on time.
These policies have been put in place to help both our clients and our staff regarding appointment times:
There is a 1-2 hour arrival time window that applies before or after your appointment time.
If our cleaning technicians arrive and are unable to enter the property, there is a 15 minute grace period. After waiting 15 minutes, if there is still no access to the entrance, there will be a $25 fee and/or rescheduling.
If you need a set start time for our team members, our office would be happy to discuss possible solutions, such as making your scheduled cleaning the first appointment of the day.
We will send you an email reminder 2 days before and a text message 1 day before each cleaning appointment and also follow-up emails depending on the service. If anything comes up, we will be sure to reach out to you as soon as possible.
Thank you for asking! Of course, it can facilitate our cleaning team if you pick up objects such as children's toys among others. It is important to know that if it begins to disrupt the cleaning process, there may be a $25 picking up fee.
We want you to feel confident in our team members! The cleaners need to be able to work without distractions. Every effort is made for the cleaners to work safely, but we cannot assume liability for the safety of others while cleaning your home, which includes children, pets and guests. In the event that the cleaners are not able to work without distractions that affect their ability to work at their normal speed, NG Solutions Cleaning reserves the right to charge for their extra time spent in the client's home.
In fact, you do not. We know that you have a busy schedule that is why many of our clients provide us with a key or an access code if they have an alarm system. In addition, please let us know if you have any pets, we want to make sure to care for every family member. We have safety procedures to maintain your privacy and security at all times.
1. The client may opt to be home. To allow access to their home the day of the service. Please note: NG Solutions cannot guarantee the exact arrival times so the client must be home between 8:30 a.m. and 03:00 p.m. to let the team into the home. If no one is home or our cleaners are turned away for any reason a cancellation fee of $50.00 can be charged.
2. The client provides a key, garage door opener or code to gain access to the home. Keys will be placed in a secure safe at our NG Solutions office. The team will be issued a key the day of your scheduled service to gain access to the home. The key will be signed out by the team and signed in after each scheduled service to be placed back in the safe. The keys are not marked with any of your personal information in case they are lost. In the event, the code given is not correct and cleaners cannot gain access to the home the client is responsible for the lockout and a cancellation fee of $50.00 can be charged for that service.
3. The client can purchase a lockbox to place a key. Inside and provide NG solutions with the passcode. In the event for any reason the key is not in the lockbox or the code does not work when the cleaners arrive to clean the home; the client is responsible for the lockout and a cancellation fee of $50.00 can be charged for that service.
Yes! Please be sure to adjust your A/C temperatures to a minimum of 75 degrees Fahrenheit during our visits. Our cleaning technicians are performing at a higher capacity to ensure safer protocols and meet the needs of our clients. As you can imagine, doing the physical cleaning movements in a mask is not a breeze and especially not in warmer temperatures. To ensure the safety and quality of our cleaning technicians, please be sure to keep your A/C at or below 75 degrees Fahrenheit.
We understand things happen. Do not worry, just notify us 24-48 hours in advance in order for us to make scheduling changes and arrange your upcoming appointments. Consecutive skipping and or rescheduling might alter your cleaning service. If you have any questions regarding how it can be altered, please do not hesitate to contact us.
Skipping an appointment means cancelling that visit and not going to the property until the next scheduled appointment; Rescheduling an appointment means we will schedule that appointment for a different day.
Please note: If 45 days have passed since your last visit, a deep cleaning will need to be performed and charged.
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
Thanksgiving day
Christmas day
New year's day
Memorial Day
If there are any additional holidays we will be closed, we will let you know with advance notice.
Home Alarms Systems
NG Solutions Cleaning 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 Cleaning will not be held liable for any damages or theft to the clients 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 wear masks and proper PPE within homes. Beyond that, there are alternating and daily checks; 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 backthis 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.
Payment
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 Cleaning 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.
NG Solutions Cleaning 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 Cleaning accepts online payments, checks, or cash (Checks returned from client’s bank will be assessed an additional fee of $35.00)
Online Payment:
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!
Deposits:
Deposits may be required prior to starting a new service. These deposits are only refundable if the job is canceled with more than 24 hours notice or otherwise the deposit is forfeited.
Price Increases:
Clients are given advance notice of any price increases. NG Solutions Cleaning reserves the right to raise prices at any time.
Long Term Prepaid Plan:
It's another way you can save! Pay in advance and get free cleaning(s).
Pay 6 services get 1 free.
Pay 8 services and get 2 free.
Pay 12 services and get 3 free.
Pre-paid services are non refundable, services must be realized.
Quality Control
How does NG Solutions Cleaning 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.
Supplies
Who provides the cleaning chemicals and equipment?
In our Basic, Natural Green and Premium Packages: We bring everything we need to professionally clean your home including necessary supplies, chemicals, and equipment. In this way, we can make sure we have everything we need including proper OSHA documentation, such as MSDS forms.
What is included in the On-Demand Service?
The customer will provide chemicals, supplies, and equipment in an easy to reach area and place items in a tote so the cleaners can take inventory of items and notify you of any products that need to be restocked. Each cleaning technician will supply their own microfiber cleaning cloths, disposable gloves, safety glasses, microfiber dusters and other special tools needed to complete the cleaning. NG Solutions Cleaning is not liable for any damage to any surface from chemicals or equipment supplied by the client.
Note: For an additional cost, NG Solutions will provide the cleaning chemicals. There are times the client prefers that we use our cleaning chemicals and equipment to ensure the highest quality we can provide.
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.
Team Members
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.
Non-Solicitation Agreement:
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 $5000.00 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.
Pets
What do we do with your pets during the cleaning appointment?
We love our client's pets! If your pet is friendly and familiar with our cleaning technicians then it is okay to leave the dog loose in the home! However, if the pets begin to play or become in the way of cleaning- they will be placed in a room and that room will be done last or subject to not being done in that visit. NOTE: If your pet is still training or aggressive, then for their own safety and the safety of our cleaners, please put your pets in a pet carrier or secure area of the home. We do offer pet clean-up for an additional charge.
Insurance
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.
Breakage
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 Cleaning to inspect.
Damage
The client should point out any damage to surfaces during the walkthrough and before the service begins. Ng Solution Cleaning 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 Cleaning 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.
Disclaimer
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.
Guarantee
NG Solutions Cleaning 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.
Cancellation
This agreement may be terminated or canceled at any time with a minimum of fifteen (15) days written notice from either party. NG Solutions Cleaning requires your cancellation to be effective only after we complete your next scheduled service from the moment of cancellation.
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.
When we work TOGETHER, we work BETTER!
Note: Any points accumulated on the account are non-transferrable and do not carry-over should you return.
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!
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!
We will automatically enroll our clients into the program after their first 5 services.
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!
Free and discounted highly requested services! These things include Disinfections, Sliding Door Cleaning, Window Cleaning, Carpet Cleaning, Pressure Cleaning, and much much more!
You can gain rewards in a variety of ways:
- Simply by leaving a positive review, on Facebook or Google.
- Referring us to a new loyal client.
- Using multiple services, scheduling requests, accepting full price quotes, and more!
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!
Your Client Hub
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!
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.
Your Client Hub
Step 1:
Step 2: Check Email
Step 3: You're set!
Work Specifications
Basic Cleaning
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.
Clean and disinfect bathroom hard floor.
Natural Green Cleaning
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 the following:
One area of Deep cleaning rotation system on each visit.
Refrigerator cleaned - inside and out- Every 8 service include- ( choose just one).
Stove cleaned - inside and out.
Clean inside & outside of patio door and entry glass.
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.
Premium Service
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.
Standard Procedures
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.
