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Rush River Cleaning Services policies and procedures
Rush River Cleaning Services has decided it is in the best interest of everyone (clients, Rush River Cleaning Services and our employees) if we put together a policy and procedure page. It is up to the you (the client/user) to stay updated on our Polices and Procedures by visiting this page often. When we do change this page, the current revision date will be on the bottom of this page.
This policy works with all legal policies Rush River Cleaning Services has in place. It is your (the client's/users) responsibility to stay up to date on all our Legal policies that we have in place.
Rush River Cleaning Services wanted to give as much as we can protection and clarification to everyone involved.
Accessibility policy: Rush River Cleaning Services employees will only clean areas that are accessible to be cleaned. We will not move clients personal items in order to clean areas (ex include but not limited to: floors, counter tops, furniture, walls, windows, inside of fridge, etc.). If it is not accessible to be cleaned the Rush River Cleaning Services employee is not and will not be required to move the item(s). to clean around/under/etc. them.
If Rush River Cleaner ends up having to move items to make floors, counters, shelves, tops, etc. available, we will charge the client/user $15 per room where we have to make things accessible. See the fees policy.
Pet Policy: Rush River Cleaning Services is a pet friendly company. Our employees are able to work around most pets. However, with that being said, if you have an overly aggressive pet (ex include but not limited to: pets that bite, pets that constantly get in our way, etc.) we ask that you, the client kennel the pet or remove the pet from the home prior to your upcoming appointment(s).
Cancellation Policy: Rush River Cleaning Services has a very detailed and well written cancellation policy. It works in favor of you the client and us (Rush River Cleaning Services and employees). Please ask your sales representative to see a copy of the policy that was in place at the time you signed your contract. If you have any question regarding the cancellation policy, please reach out to your sales representative at any time.
Our current cancelation policy can always be found by clicking here.
Sick Policy: Rush River Cleaning Services takes health and wellness of employees and clients seriously. We encourage our employees to always practice good health habits (ex include but not limited to: eating right, hand washing, personal hygiene).
If an employee is sick, we make sure the employee stays home and rests until he/she is symptom free for at least 24 hours. Rush River Cleaning Services will not allow a sick person to work or go into homes, so sometimes your (the clients) cleaning may not be done as planned. Rush River Cleaning Services will follow the cancellation policy.
If you, the client, is sick Rush River Cleaning Services will not be able to clean your place until you inform us you are symptom free for at least 24 hours. This may result in cancellation of your cleaning. Please refer to the Cancellation policy on how to properly cancel your cleaning appointment.
Covid Policy: In addition to our sick policy, Rush River Cleaning Services wants to let you know we have a Covid policy as well.
If an employee of ours has tested positive for Covid he/she will be sent home and won’t be allowed to clean. We have all of our employees follow the current CDC guidelines in regards to Covid (ex include but not limited to: Quarantining, mask wearing, hand washing, etc.). Rush River Cleaning Services will let you know as much as we can about an employee that has had or that has Covid. We will also require he/she wears a mask if it is agreed upon by the client and by Rush River Cleaning Services that he/she can enter your home or business.
If Rush River Cleaning Services has to cancel your cleaning appointment, we will follow the cancellation policy.
If you the client has or had Covid, please reach out to your sales representative and let them know. Our employee may want to wear a mask to protect themselves while cleaning your place.
If you have to cancel an appointment or more due to Covid, please follow the cancellation policy.
Fees Policy: Rush River Cleaning Services wants to be upfront and honest about fees that you could incur other than your regular cleaning fees. Please see the fees page by clicking here.
Complaints/Incomplete Cleaning Policy: Rush River Cleaning Services always want you to be 100% satisfied with your cleaning! Any complaints or missed cleaning items need to be brought to the attention of your sales representative within 24 hours of appointment. We will investigate complaints, and valid items will be corrected within 48 hours, or another solution will be implemented. After 24 hours, any complaints will be noted on your account to ensure it does not happen again.
Rights to refusal Policy: Rush River Cleaning Services and employees has the right to refuse service at any time and for any reason. Reasons include but are not limited to: safety reasons, harassment reasons, hazardous reasons, etc.
If Rush River Cleaning Services needs to refund the client (not all cases are subject to refunds), we will follow the refund policy.
Safety Policy: Rush River Cleaning Services wants everyone to feel safe.
If an employee of Rush River Cleaning Services doesn’t feel safe (ex include but not limited to: unsafe pets, unsafe people around, unsafe working conditions) the employee is allowed to stop cleaning services on the spot and leave the premises. No employee of Rush River Cleaning Services will be allowed back until the situation has been successfully resolved.
Safety also involves the clients help in keeping the walkways, driveways, etc. free and clear so we have a clear path to enter your work or home.
Also, if the client doesn’t feel safe (for one of the reasons above or any reason), the client has the right to stop the employee from cleaning services and send them away from premises. Your sales representative will work with you to make sure you feel safe in all future appointments.
Refunds are handled on a case by case basis. We will follow refund policy.
Respect Policy: Rush River Cleaning Services feels everyone and anyone deserves respect. If the client is verbally, physically, in writing rude or worse to any Rush River Cleaning Services employee, we reserve the right to discontinue service.
Also, if a Rush River Cleaning Services employee hasn’t been respectful to you the client you may discontinue the service as well. Please reach out to your sales representative as we hold all employees 100% accountable for their actions in regards to this respect policy.
Work with your sales representative to make sure everyone is following this respect policy.
Stains/Age/etc. Policy: Rush River Cleaning Services tries very hard to get your place 100% clean. This may not always be possible due to stains, age, etc of stuff that we are cleaning. If this is the case, your cleaner will let you know if they have tried, but were unsuccessful at getting something 100% clean due to stains, age, etc. If you have further questions, you can always reach out to your sales representative.
Sometimes there may be other solutions to stains instead of cleaning (ex.. stains in old carpet…might be time to replace old carpet with new carpet or be OK with us doing the best that we can do).
Present Client Policy: Rush River Cleaning Services does not expect you to be home or at work while we are cleaning. It’s totally up to you if you are there or not. The only thing we will need to know is how to enter you place if you are not going to be there. If you are going to be there we will ring the doorbell at residential houses and walk into commercial buildings. Eventually the cleaner will know exactly how to come into your place.
Room to work Policy: Rush River Cleaning Services just asks if your home or even if you are not home that you give us room to work. This may involve securing your pets (see pet policy), having accessible counters and floors (see accessibility policy) and more. Any questions on this policy can be directed to your cleaner or your sales representative.
Cleaning Supplies Policy: We use a regular broom and dustpan to sweep your floors. Then we use swifter or a mop, pine sol and water to mop your floors. For counter tops we use 409 all purpose cleaner. For mirrors we use Windex. For tubs and showers we use Scrubbing Bubbles Bathroom Grime Fighter or Zep foaming spray. For toilets we use The Works Toilet Bowl Cleaner. Ovens we use Oven Easy off. For the inside of fridges, we just use water. We won't use anything with 100% bleach due to safety concerns for clients and employees alike.
The list above isn't an all exclusive list. We can and often do change things up as needed and as we see fit.
As always please talk with your sales representative about anything we use and give the representative any and all feedback as needed. If there is a certain product you have used in the past, please talk with your sales representative about the product. At worst, we may ask you to supply it, at best we may add it to our lineup of cleaners.
Extra add on services Policy: Rush River Cleaning Services can always add on extra services. View our website services page by clicking here for a complete list of our services or reach out to your sales representative. We can add the extra service(s) to all of your cleanings, or we can add them as requested. Either way, you will be charged appropriately for any and all services we perform.
Moving Furniture and appliances Policy: Due to liability, we do not move furniture or appliances to clean under them.
If you move the furniture or appliances prior to a scheduled cleaning, your cleaner will then clean the area where the furniture or appliance was.
Hazardous Material Policy: For safety reasons, clean up of bodily fluids including, but not limited to; fecal matter, urine and blood needs to be taken care of ahead of your clean. If your cleaners have to clean up bodily fluids, a $25.00 hazardous waste fee will be incurred.
In the same vein, any hazardous or toxic materials or chemicals that end up needing to be cleaned by our staff will incur a $25.00 hazardous waste fee.
Staff are not required to clean up hazardous wastes, and will only be cleaned at the cleaner’s discretion.
Refund Policy: Rush River Cleaning Services has a very well written and detailed refund policy. You can access the policy by clicking here.
Stored payment card Policy: When booking an appointment(s) online we now require a stored payment card to be on file with us BEFORE your cleaner(s) can travel to the cleaning address. This policy was implemented due to the increasing number of appointments being scheduled and performed, but not paid for. We follow all of our policies (Terms and Conditions ,Cancelation Policy, Refund Policy, Fees, and Privacy Policy) in order to keep your payment card safe and secure. Just think of this stored payment card policy the same as when you go to a hotel and give the hotel a card to hold the room. The stored card is something that will hold the appointment. You will have the option to pay another way in person, or use a separate card online, but this policy protects us incase something happens and a payment is not received by you (the client).
You'll have 24 hours to pay with another option before your stored payment card is charged.
So, when you book book an appointment(s) be on the look out for an email from us asking you to save a payment card on file. You'll only have 7 (seven) days to look for the email and save the card.
Payment Policy: For one-time cleanings and for regular cleanings (ex: weekly, bi-weekly, monthly, etc.) you have 2 options to pay:
You can prepay for your service(s) by clicking here.
You can wait until we get done cleaning. We will then send you an invoice (in some cases, even if you prepay, we will send you an invoice). The payment will be due immediately following each cleaning as soon as you receive the invoice.
Acceptable forms of payment include:
1. Customers securely saved credit card on file (preferred way)
2.Credit cards via clover link via invoice email (preferred way)
3. Clickable button on invoice (allows you to pay with Credit cards, Venmo, or PayPal)(preferred way)
4. Credit Card given to your Cleaner
5. Check made out to Rush River Cleaning Services given to cleaner.
6. Cash given to cleaner (exact amount only as our cleaners do not carry change)
Other pages we also encourage you, the client to check out:
Effective as of September 1st, 2024
Page updated
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