OUR TERMS OF SERVICE

Last Updated on 08-28-24

Lucci's Premium Cleaners LLC is an independent, locally-owned, and operated house cleaning company located in Dallas-Fort Worth, TX. Our employees are bonded and insured.  

These Terms of Service are effective immediately.

By scheduling a one-time or recurring service with Lucci's Premium Cleaners LLC, you are agreeing to the following terms of service and providing authorization to charge your credit card:

Lucci's Premium Cleaners Promises to Provide Quality Service by:

• Providing a professional cleaning service that is licensed, bonded and insured.
• 100% Satisfaction Guarantee – If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a crew will be sent back to your home to re-do that area(s).  Our technicians must be allowed to come back within 48 business hours from the original cleaning. We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a re-do.

In Order to Provide You with the Best Possible Service; Please…

• Make your home accessible.
• By providing a unique door code or lockbox code. A fee will be charged if we are unable to access your home. (see lockout policy below)
• Turn off alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the alarm according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions.
• Additionally, you agree to hold harmless and/or release from liability Lucci's Premium Cleaners from any and all liability relating to any failure of the alarm or not arming the alarm properly.
• Allow for full access to the home. Our technicians perform their work in a specific order to ensure efficiency and thoroughness. If you need to direct our technicians to clean certain areas first or to clean in a different order, this adds additional time to your cleaning. We are happy to offer this service if needed, but you must call ahead of your cleaning so we can schedule the additional time. Any additional time accrued by our team will be charged at our current hourly rate in fifteen (15) minute increments.
• Have your home picked up and ready to be cleaned. Hourly charges may be incurred if cleaning technicians require more time if your home is not ready to be cleaned or if a job is underestimated due to the condition of the home.
• We are not equipped to clean bug infestations, mold, bodily fluids, or extensive grease or fire damage.  If our staff does not feel safe in a home or environment they will leave or we will remove them.
• We provide all equipment and supplies to clean your home. You may request us to use your equipment, but no liability will be assumed for breakage.
• For sanitary purposes, we require you to provide a toilet bowl brush for each bath without which, the toilet cannot be cleaned inside. Vacuum cleaners with roller brushes turned off will be used on bare floors. A complimentary linen change for all bedrooms are included if clean linens are provided.  

PLEASE NOTE: If we are not able to clean the entire space due to the conditions, you will still be responsible for the full cost of the cleaning. 

• Service evaluations - Customer feedback is crucial in helping us offer the highest quality of service to all of our clients. Please leave us a Google review. Also, customers are always welcome to call our office at (972) 987-0370 with feedback about your service. 
• ENJOY YOUR SERVICE!

• We require at least 48 hour notice for reschedules or cancellations.
• If you cancel with less than 48 hours notice, and your cleaning is not rescheduled within a week, you will be charged the full anticipated cost of your scheduled cleaning, without exceptions. Timely notice enables us to schedule another home in your place and ensure our employee’s full work schedules.
• Exceptions may be made for emergencies and/or illnesses. Frequent cancellations, even for emergency or illness, may still be charged the cancellation fee of $75. Lucci's Premium Cleaners reserves the right to make these determinations on a case by case basis.
• Our cleaning hours are from 8AM to 5PM.  Occasionally they may need to stay past 5 PM to finish the job. We cannot guarantee an exact time for your visit due to the nature of our business and changing schedules. We may arrive ONE HOUR earlier or later than the stated time. No arrival time is implied or ever guaranteed. We will do our best to accommodate requests, but they are treated as requests only and we have no way to guarantee your exact service time.   
• We do not store your keys. Access must be provided (code) or let us know prior to our arrival where the key is hidden. If for any circumstance our staff is SENT AWAY or LOCKED OUT from your home between these hours, there will be a cancellation fee of 100% of your typical cleaning rate. We will make every effort to work within the time frame you requested, but ask not to be sent away during our working hours.
• For all company initiated schedule changes due to holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible. 

If asked to dust/clean inside of China cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques or collections, or to use your equipment (e.g. vacuum), you agree to hold harmless and/or release from liability Lucci's Premium Cleaners and/or any of its employees responsible for any damage or breakage to any article or component.

• We will make every effort not to break items, but accidents do happen. We have Limited Liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason that we avoid cleaning requests for irreplaceable or sentimental valuable items.
• Damage must be reported to our office staff by phone or email within 2 business days of service or Lucci's Premium Cleaners may not be held liable.
• Lucci's Premium Cleaners cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.

PETS

If you have pets, please secure and pick up after them. For sanitary and safety issues our teams are not permitted to clean flea infested homes or pick up animal excrement. We will not clean if our team members feel they are in danger due to your dog or other animals. Should we encounter this upon arrival, we reserve the right to cancel the cleaning and charge the visit in full.

• To meet your needs and to ensure your satisfaction, Lucci's Premium Cleaners reserves the option to reevaluate rates at any time.
• If you request changes to your service after receiving your original estimate, additional charges may be billed or a new estimate may be required.
• Due to exposed liability, we cannot care for pets, plants, or children.

PAYMENT OPTIONS AND POLICIES

By booking services through the Website (all bookings must be made online), you agree to pay the quoted price for the services, including any additional fees or charges for extra services requested. We use a third party booking, scheduling, management and review app called Stripe (www.stripe.com) and by using our website, booking and related services you agree to their privacy policy you can find at https://stripe.com/privacy and to their terms of service you can find at https://stripe.com/legal/consumer. Please read all of the above documents carefully and do not proceed unless you agree to be bound by all of them.

During the booking process, you will be asked for your payment details for service. You will not be charged until your cleaning service has been delivered. Also, we store your information securely and do not share it with a third party.

By giving us your Credit Card number for use, you agree to our Terms and Conditions. You are authorizing us to charge your card for scheduled services, Texas Sales Tax of 8.25%, and/or fines as listed in the Terms and Conditions.

We take before and after photos of our work. These pictures are used for training, proof of performance as well as promotion. See our website before and after for examples. If you do not want pictures taken of work areas in your home please notify us when you schedule your cleaning.

EXCLUSIONS

We do not provide window cleaning, carpet cleaning, mold removal, biohazards including body fluids or animal waste, and the top tier of a bunk bed because they require specialized equipment, licensing, training, or all of the above . We also do not clean anything that cannot be reached with our 2-step stool and a 6-foot extension duster. Undermount sinks will be cleaned but will not be guaranteed if they collapse. Dishes and laundry fall out of our scope of services 

We work on a solo cleaner model and try to send the same tech to your home each/every other week. However, we cannot guarantee it due to illness, vacations, etc. We train two team members to clean your home efficiently. Our main priority is to clean your home consistently and with the quality you demand, and we have systems in place to ensure this. The team members we send to your home are extensively trained to our standards.

When entering into an agreement for services with Lucci's Premium Cleaners, you agree not to solicit for hire any staff member introduced to you by Lucci's Premium Cleaners for any home‐related services. We spend a lot of time, money and resources finding, interviewing, checking references and backgrounds, and training our cleaners. When hired, each cleaning technician signs an agreement barring them from performing any home‐related service for any of our past or present customers. However, if you do wish to employ a staff member directly please discuss this matter with the owner. If you are found to have solicited one of our staff, please be advised an employment finder fee of up to 6 months’ wages will be assessed. We consider our employees our most valuable asset and charge accordingly.