TICE Policies & Procedures
Things You Need to Know!
At Terri’s Impeccable Cleaning Experience (TICE), our mission is to keep your home or business impeccably clean and hassle-free. These policies and procedures are designed to communicate the important aspects of our services and ensure a smooth and efficient experience for you.
Keys and Alarm Systems
Many TICE customers choose to leave a key to their home at our office, where we take extreme measures to protect it. Each key is assigned a security code and stored securely in a key safe, with no identifying information attached. For your safety, we do not return keys by mail.
If your home has an alarm system, you can provide us with simple written instructions for its operation during our first visit. If your alarm system is complex, we recommend leaving it off on the day of cleaning to avoid any complications. Please refer to our breakage and loss policy for further details.
Employees
Our employees’ safety is paramount. Therefore, they do not use ladders higher than two steps or move objects heavier than 35 lbs. To ensure thorough cleaning, please move any heavy appliances or furniture prior to our visit. For special requests, contact us directly to arrange for proper handling.
Cancellations
If you need to cancel or reschedule your cleaning, please notify TICE at least 2 business days before your scheduled service. This allows us to reassign our team to another appointment. If you provide less than 2 business days’ notice or if we are unable to access your home, the full price of the cleaning may be charged.
For any changes to your service or if you wish to terminate your cleaning agreement, please communicate directly with your TICE office manager. Avoid passing important information to service providers to ensure your needs are fully addressed.
Arrival Notice
If you plan to be home to allow access for your service provider, please note that we provide arrival windows of about 4 hours (e.g., 9 am - 1 pm or 11 am - 3 pm). Various factors, such as cancellations, lockouts, or additional services, can impact our schedule. To avoid waiting, leaving a key with TICE is the most efficient way to ensure access to your home.
Payments and Refunds
Payments:
TICE accepts Cash, Check, Discover, MasterCard, Visa, Zelle, Venmo and CashApp. Payment is expected at the time of service.
Refunds:
Due to the personalized nature of our cleaning services, we do not offer refunds. However, your satisfaction is our top priority. If you are not completely satisfied with your cleaning, please let us know within 24 hours, and we will address the issue promptly during your next service. Gift certificate purchases are non-refundable.
Tipping
Tipping is not required, but it is a thoughtful way to show appreciation for your service provider. A personal note or gift card is also a meaningful way to express your gratitude.
Pets
At TICE, safety comes first. Please ensure that your pets are secured in a safe environment or under control during our visit. While we love pets, we ask that they not jump on or nuzzle our staff members to ensure everyone’s comfort and safety. In the unfortunate event of a pet bite, it will be reported to the authorities, and the pet owner will be responsible for any necessary medical treatment.
Shoes
For safety reasons, our staff members are required to wear shoes at all times. If you are concerned about cleanliness, we can sanitize the bottom of their shoes before they enter your home. Please note, shoe covers are not used as they can be slippery and pose a fall risk.
Stepstools & Ladders
To prevent accidents, our staff members do not stand on anything that raises them above floor level, including stools, stepladders, chairs, or countertops. This policy helps protect both our staff and your property.
AC & Heating
To ensure our staff can work comfortably, please set your thermostat to a reasonable temperature during cleaning: below 78°F in summer and above 68°F in winter.
Valuables, Money, & Firearms
While we hire trustworthy individuals and conduct thorough background checks, we recommend storing all valuables, money, and firearms securely during our visits.
Clear All Surfaces
To ensure thorough disinfection and cleaning, please clear bathroom countertops, dressers, and floors of any personal items before our visit.
Thank you for your cooperation!