Policies

2016 Best of the Best Cleaning Service | Burleson Star
2014 Rising STAR Small Business of the Year Award Recipient | Burleson Area Chamber of Commerce

No Contract?

Pit to Palace Cleaning is a no contract company. This means that we will clean for you without forcing you into a contract. Customers may end the business relationship for any reason at any time without penalty. Pit to Palace Cleaning may also end the business relationship for any reason at any time without penalty.

Commercial: There may be a service agreement with large jobs or janitorial work in order to keep communication about responsibilities clear while completing the job. Occasionally we also make partnerships with contractors and vendors that offer discounted services for multiple properties.

Satisfaction Guarantee

Our goal is to provide excellent quality cleaning to all of our residential and commercial customers. At Pit to Palace Cleaning, we know that no one is perfect and our employees work really hard, but occasionally something may get missed. Please have patience with us and we will gladly re-clean the specific areas that were unsatisfactory. If for any reason you are unhappy with your cleaning, contact our customer service team within 24 hours of your cleaning by phone at 817-395-2136 or via email at customerservice@pittopalacecleaning.com

Our satisfaction guarantee does not apply to a 1st or 2nd stage construction clean where construction crews or other vendors are present during or after the clean. We apologize for any inconvenience but are more than welcome to schedule a final touch up clean that is guaranteed once all construction is complete.

Occasionally, we have customers that prefer our professionals to use the customer’s cleaning chemicals. Although there are some chemicals that our staff are not permitted to use, we can sometimes accommodate this preference. However, using a chemical outside of Pit to Palace Cleaning’s inventory, voids the above satisfaction guarantee on specific items cleaned with customer’s chemicals.

Complaints

Customers are encouraged to direct any complaints to our Customer Service department to be resolved. Our cleaning staff or housekeepers are not trained or equipped to handle complaints and cannot make any binding agreements with customers.  Customer Service can be reached by phone at 817-395-2136 or via email customerservice@pittopalacecleaning.com

Appointment Times

Our customer service team usually offers a 4 hour time window before and after your scheduled appointment for staffing reasons. Occasionally an assignment may take longer than normal, a staff member may get stuck in traffic or a cancellation may bump your appointment up. In order for us to be time efficient and fill empty spots, it is best to keep your home open on your cleaning day for flexibility. Our customer service team is available to help you find a day and time that works best for you. If your schedule is not flexible, please tell customer service ahead of time and provide a key/code or choose an 8:00am appointment for the most accurate time frame.

Occasionally, uncontrollable circumstances such as traffic or staffing issues occur that may cause the cleaning crew to run late. In the event that your cleaning crew is later than the expected 4 hour time window, please call customer service @ 817-395-2136 or email customerservice@pittopalacecleaning.com

Access

The best option is to provide a copy of your key/code. This allows the cleaning staff to come in to clean and lock up when they leave without even bothering your work schedule. If you do not provide a key or code someone should to be there to let the staff in. If we are not able to gain access on your scheduled day of cleaning, you may be charged up to 100% of your schedule cleaning price.

Cancellation

If your appointment lands on one of our scheduled holidays, our customer service team will contact you to reschedule a regular appointment. If you need to reschedule or cancel your appointment for any reason, please give us at least 2 business days (48 hours) notice. If your appointment is cancelled less than 2 business days (48 hours), you may be charged up to 100% of your scheduled cleaning. Staff delays do not provide an exception to cancel appointments last minute.

Cancellations on recurring appointments: If you skip a week, you will need to pay the bi-weekly price at your next appointment. If you cancel/skip a bi-weekly cleaning, you will need to pay for a monthly cleaning. Discounts on recurring services are provided for your convenience.

Please Note: Cancelling appointments causes difficulty for our cleaning staff. Our employees work very hard to take care of you, please remember that they are also working to take care of their own families. If you cancel often or with short notice, it does affect our staff’s ability to take care of their own families. It also causes additional administration costs which can effect price increases. Please give us enough time to re-book so that our employees can get a paycheck. Our scheduling system keeps a record of cancelled appointments in your customer account.

 

Payments

All Maid service payments must be made by credit card on our website through our secure payment system. This keeps your information secure and helps us keep your prices lower.

Auto-Pay

You authorize automatic charges to your credit card for services rendered by Pit to Palace Cleaning.  You will be charged the amount indicated in your cleaning appointment which is automatically emailed approximately 72 hours prior to your appointment time.

I understand that this authorization will remain in effect until I cancel it in writing or cancel my services, and I agree to notify Pit to Palace Cleaning, LLC of any changes in my account information or termination of this authorization prior to the next service date. If the above noted service dates fall on a weekend or holiday, I understand that the payments may be executed on the next business day. In the case of a Transaction being rejected by my credit card company/bank, I agree to initiate payment for services immediately, or risk termination of service. All recurring weekly or biweekly customers are highly encouraged to set up auto-pay. Any termination of service may interrupt your reserved day preference.

All customers who prefer not to use our convenient auto-pay option, must make payments before services are rendered. Pit to Palace Cleaning will no longer provide services without payment upfront. Customers will be responsible for making payments on time and acknowledge that late fees will be assessed as necessary according to company policy.

Commercial or Real Estate Business Billing Option

Only commercial or real estate companies with a long-term business relationship will be allowed the billing option. If you are interested in building a long-term business relationship, please contact customer service and we will gladly help you get started.

There is a $25 fee applied for all returned checks.

Tips & Gifts

You are more than welcome to give your housekeeper a monetary tip if you desire, but it is definitely not required. Some of our customers enjoy buying small gift baskets for their housekeeper and others just say thank you with a gift card. These little gifts are encouraging & let your housekeepers know that they are appreciated which motivates them to work hard. A small gift goes a long way.

If you would like to give a monetary tip, please add it to your total when paying your bill through customer service. Please do Not give your credit card information or write personal checks to the cleaning staff. Our cleaning staff is not trained to handle payments. All tip payments other than a cash tip must be made through Pit to Palace Cleaning customer service department who is trained to handle sensitive account information properly & safely.

Refunds & Credits

Pit to Palace Cleaning may issue a refund if a customer has paid in advance for services and cancelled with at least 2 business days notice. See “Cancellations” section of the policies page. Processing time on refunds may be 10-14 business days. Pit to Palace Cleaning does Not issue refunds for services including labor received by a customer. In the event that a customer is not happy with the service received, staff will return to re-clean those specific areas. See “Satisfaction Guarantee” section of the policies page. Credits may be given at management’s discretion.

Past Due Balance

Please keep in mind that our employees work very hard to take care of their families and they appreciate getting paid for their hard work. Any delay in payments from customers who have already received services can effect our employees and their families. We like to take good care of our employees and we hope you will too.

Maid Service payments are always due before the time of service, no exceptions. Payments must be made by the day of service. This helps us keep prices reasonable. If payment is not made by the day of service, customers will be assessed a late fee of $20 for the 1st day and $4 a day there after until account is paid in full. Maid service customers can easily avoid paying late fees by setting up auto-payments.

Commercial, janitorial, office, constructions or other vendors including property managers are billed (Upon receipt), (Net/15) or (Net 30). Late payments subject to a late fee of $20 for the 1st day and $4 a day there after until account is paid in full.  Payments must be postmarked by the due date to avoid late fee. Any past due balance must be paid before receiving additional cleaning services. Commercial customers can easily avoid paying late fees by setting up auto-payments.

Family Pets

For the protection of our staff, please ensure that all pets are supervised by someone in your home. If someone will not be home, please arrange a safe place for your pet to rest peacefully while we clean. Not all staff members are trained to work with animals.

If your family pet is protective of you or is normally aggressive, please keep your family pet in a safe place away from all staff members while we clean. We consider aggressive to include: repetitive barking, growling, showing teeth, standing on furniture, nipping at people’s ankles, biting or sneaking up on people. If your family pet does any of the above, we respectfully ask that your family pet not be present with staff for safety reasons.

Please keep your family pets up to date on their shots. In the event of a dog bite, we will request a copy of this shot record and the customer will be liable for all damages related to injuries.

No Tolerance

At Pit to Palace Cleaning we strive to provide a safe and positive work environment. Our professionals enjoy their job and are delighted to care for our customers. We want our employees to be happy.

We maintain the idea of mutual respect between all staff and customers. We have absolutely no tolerance for the mistreatment or abuse of our staff at any time. Mistreatment or abuse may include but is not limited to: inappropriate language, yelling, badgering, harassing, demeaning and any type of physical harm. Pit to Palace Cleaning reserves the right to refuse service to anyone at all times for any reason.

Policies Subject to Change

Pit to Palace Cleaning offers professional cleaning services without the hassle of lengthy contracts. This means that our policies are subject to change at any time in order to keep up with customer demand. Customers can view policy changes anytime on this page.