Residential Welcome Packet

www.cailascleaningcrew.com

(816) 642-1913

customerservice@cailascleaningcrew.com

1606 W Main Street, #3A

Greenwood, MO 64034

Thank you so much for choosing Caila’s Cleaning Crew as your new cleaning service! We are excited and honored to be taking care of your home. We hope you quickly feel like part of the family, and we look forward to working with you! 

Here at Caila’s Cleaning Crew, our goal is to help you and those you love to enjoy more of life! We are confident that our standard of excellence and cleanliness will help bring peace and a breath of fresh air to your home. The time you save cleaning will become time you can invest in what matters to you. There’s nothing like coming home to a freshly cleaned home knowing you have the freedom to complete a special project, spend time with your family, or just put your feet up and relax! 

Caila’s Cleaning Crew has been a small local business since 2017. What started as Caila cleaning 10 houses by herself has quickly become a crew of 15 team members servicing over 200 homes and businesses all over the Kansas City metro area. We’re continuing to grow exponentially thanks to new friends like you! 

Here in this packet, you’ll find everything you need to know to get started with us. This document includes more information about who we are, what to expect from our cleaning services, and a rundown of our procedures/policies. This information will help you get the most out of your clean, so look it over carefully and don’t hesitate to contact us if you have any questions. Thank you for choosing our crew!

We highly value communication. We believe it ensures a thriving working relationship between our company and your family. We encourage you to contact us at any time to express concerns, adjust your service, ask questions, or share positive feedback about your cleaners. We love hearing that you’re satisfied with your service—but we also want to know if there’s ever anything we can do better. If you’re ever dissatisfied with your service for any reason, take a picture (if applicable) and contact us immediately so we can make it right. 

We want to make it easy for you to give feedback on your cleaning. After each visit, your cleaners will leave a “5 star or feedback” review card on your kitchen counter or in another prominent place. This card will have the names of the cleaners who serviced your home that day, our contact information, and a link to leave feedback. This feedback is for internal use only and will not be shared with your cleaners, and you can make your comments anonymous if you wish. If you feel your service wasn’t 5-star today, tell us why! We’re always looking for ways to clean better, so let us know how we can give you that “WOW!” factor in every service!

We offer two types of cleaning services: Deep Cleans and Recurring Cleans. Deep Cleans is a one-time restorative service. Recurring Cleans is a consistent upkeep service that repeats every 1, 2, or 4 weeks depending on your need. See the chart below for a full comparison of what each service involves. 

When you started service with us, you received a quote customized to your needs. Need to make a change to your service? Let us know! We’re happy to adjust your service or accommodate one-time changes or special requests, schedule permitting. Please note that we require 72-hour notice before your next visit, and changes to your service may affect your price. 

Want to get the most out of your cleans? Read the tip sheet attached to this packet for ways to prep your house to get the most value out of your service!

We regularly operate Monday through Friday between the hours of 9 am-5 pm. For recurring service, you will be assigned a day/time that will repeat every 1, 2, or 4 weeks, depending on your need. You’ll receive an automated reminder via text/email three days before each service. Please note that start times are approximate; since each house is unique, we may sometimes run early or slightly late. We ask that you be prepared for us to arrive up to 30 minutes before your scheduled service time. If your cleaners will ever be more than 30 minutes early or 15 minutes late, we will notify you. If we ever need to change the day/time of your cleaning, we will notify you in advance.

We provide all of our tried-and-true cleaning products, including a vacuum. We are proud to use a variety of Norwex products, as well as vinegar and other natural/gentle cleansers. We also provide our small trash can liners. If you want your large trash cans changed, we ask that you supply the necessary liners. We do not provide tall kitchen trash bags or drum liners. Please let us know in advance if you are allergic to any chemicals or have an aversion to specific smells. If you would like us to use any specialty products that you provide, we would be happy to accommodate you. Please let us know in advance and have the products ready to use when your cleaners arrive. 

We charge flat rates for most of our services. After your initial assessment, you’ll receive a quote listing a fixed price for all requested services, including the initial deep clean, so you’ll know upfront what you’ll be paying for each visit. Some special requests or occasional services may be billed by the hour; we’ll discuss this with you before service. 

Please note that our quoted rates are based on specific rotations and the state of the property at the time of quoting. Any changes to the service or state of the property may require a change in price. Common examples that can affect the price are: adding additional rooms, new pets, additional residents moving into the home, construction dust from a recent renovation, etc. Asking us to use different cleaning supplies from our normal procedure can also cause a price change (for example, mopping with a rag mop typically takes longer than our standard Norwex mop system). We’re also human, so occasionally we over- or under-estimate the labor required to complete a job. If there’s been a change to your lifestyle, or you need to make a change to your rotation, let us know at least 72 hours in advance of your next service and we’ll be happy to accommodate, schedule permitting. If we need to adjust your price for any reason, we will contact you to discuss your options. 

Unless other arrangements have been made, payment is due in full within 24 hours of the time of service. For deep cleans, we recommend paying by check or ACH. For recurring service, we suggest automatic billing via credit card/ACH so you have one less thing to worry about! You will only be charged when a service is completed; if we cancel or reschedule your cleaning, you will not be billed. We also accept cash (exact change only) and checks (made out to Caila’s Cleaning Crew). Cash and checks must be left for the cleaner to pick up at the time of service. Please note that there is a 3% service fee for credit card payments totaling over $400. The fee does not apply to checks, cash, or ACH payments. 

For recurring clients, we will not perform the service if payment for the previous visit has not been received. If payment has not been received at least 72 hours in advance of the next service date, we reserve the right to cancel the visit. If we experience repeated issues with delayed payment, we will request that a card be placed on file or automatic billing. 

Tipping is a great way to show your appreciation to your cleaners! If you decide to tip, please do so in cash at the time of service. We are unable to accept tips via credit card, ACH, or check at this time. 

Due to the nature of our service, we do not offer refunds or adjustments. If you’re ever dissatisfied with our service, please send us a picture of your concern within 24 hours, and we will be happy to come back and make it right. 

Please note that several circumstances can affect the amount of labor needed to clean your home, including skipping cleans, home construction/renovation, or guest areas being used. In these instances, your cleaning may require extra labor, and we may bill a one-time recovery fee. Recovery fees are always priced by the hour and are invoiced separately.

If you will not be home during your scheduled cleaning, we will need access to the house. We strongly recommend that you set up a garage or front door code for us. Any access codes you give us will be securely stored in our scheduling software. All of our employees sign confidentiality agreements, and none of your personal information will be shared with anyone outside our company for any reason. For security reasons, Caila’s Cleaning Crew will not take possession of physical keys, and we are not responsible for the loss or damage to keys kept on the property (i.e., under a mat).

We do not service on major national holidays, including Christmas, Thanksgiving, Labor Day, Memorial Day, New Year’s Day, and the Fourth of July. If your regularly scheduled clean falls on a holiday, we’ll contact you in advance to reschedule your service, subject to availability. If you need to reschedule around the holidays due to travel or company, please give us as much advance notice as possible.

We understand that life happens, and sometimes you may need to cancel or reschedule your cleaning. There is no fee to periodically cancel or reschedule your service as long as you give us at least 72 hours ' notice. If you cancel or reschedule with less than 72 hours' notice, you will be charged a cancellation fee equal to 25% of your regular service rate. We do this to help compensate for the lost wages for our cleaners. 

If you need to reschedule, we will do our best to find a new day/time for your cleaning. Rescheduling is not guaranteed and is subject to availability.

If we are unable to access your home at the time of your scheduled cleaning or are unable to clean due to loss of water/power, a cancellation fee equal to 50% of your regular service rate will be charged. 

If we ever need to cancel or reschedule your cleaning due to weather, illness, or other unexpected circumstances, we’ll notify you promptly and work with you to find a new time that works for you. You will never be charged a cancellation or recovery fee when we have to adjust your schedule due to circumstances on our end.

We love your furry family members! However, for the safety of both our cleaners and your pets, we ask that all animals be properly kenneled or kept in a separate room during your cleaning. We are not responsible for any incidents that occur if animals are left loose. We do not clean up pet urine or feces, and we do not empty litter boxes, litter receptacles, or similar items. If litter boxes are well-maintained and there is no excessive litter on the floor, sometimes we are able to move and vacuum/mop underneath the box, but this is at the sole discretion of our field managers.

If the roads are impassable due to snow or ice, we may not be able to service your home. We will notify you promptly in the case of such an event and reschedule your service if possible. You will never be charged a fee if we have to cancel due to weather. Please remember to keep sidewalks and driveways passable and salted (if applicable) so our cleaners can get into your home safely! 

For the safety of our cleaners, the home must be kept at a moderate temperature. If the temperature is below 66 in the winter or above 75 in the summer, we will not be able to service your home. Please adjust your thermostats accordingly in advance of our arrival, and let us know promptly if your AC/heat goes out. If we are unable to service your home due to an extreme temperature inside the house, you will be charged a cancellation fee. 

Please note that we can only effectively clean outdoor glass such as sliding doors when the temperature is moderate. If the temperature is below freezing or over eighty, we will not be able to clean the outside of any glass. We will do our best to clean the inside of the glass if possible, but you will likely see fogging and streaking due to the outside temperature. 

Outdoor living areas (such as screened-in porches) will only be serviced from April through October, weather permitting. Extreme heat, rain, or other weather conditions may prevent us from cleaning your outdoor living space; if this is the case, we will notify you, and you will not be charged for that area.

If someone in your home is diagnosed with a contagious illness, or anyone in your home is experiencing viral symptoms such as fever, vomiting, etc., please let us know as soon as possible so we can reschedule your cleaning. You will not be charged a cancellation fee in the case of unexpected illness, but we want to keep our cleaners safe and prevent spreading illness to our other clients. Our policy is that we can return to cleaning when everyone in the home has been fever-free for 24 hours and is not experiencing any vomiting. 

If you have an outbreak of lice or bed bugs, please contact us immediately so we can cancel or reschedule your cleaning until the issue is resolved. Even though we do clean our supplies and vacuums regularly and thoroughly, we do not want to risk spreading bugs to our other clients. You will not be charged a cancellation fee in the case of a lice/bed bug outbreak.

Accidents can happen even with the most careful of cleaners. That’s why Caila’s Cleaning Crew is bonded and insured in the case of an incident. We will notify you immediately in the event of any kind of accident or breakage. In the event of an incident that requires a replacement/payout, we will require proof of the property’s value (receipt, link to a comparable item, estimate from a reputable contractor, etc.). If no proof can be provided, it will be at our sole discretion to determine the value of the replacement/repair. Caila’s Cleaning Crew reserves the right to repair the damage, including hiring our contractors to do the work, when applicable. 

Please let us know if there are any loose or fragile items in your home or any items you do not want touched or moved. For the safety of our cleaners, we do not clean intricate light fixtures, shelves of delicate china, etc. If there are any items or areas we will not clean due to these safety concerns, we will let you know. 

Caila’s Cleaning Crew is not responsible for existing damage, poor installation, or normal wear and tear (for example, loose threads/snags in carpets/rugs getting caught on the vacuum).