SATISFACTION GUARANTEE
Alkemi Clean always strives to meet or exceed all expectations! Our business is based on quality, service, and providing an unrivaled level of care and detail. Thus we are pleased to provide a Satisfaction Guarantee.
If you ever feel that we have not met your expectations for any reason, communicate with us within 24 hours of the cleaning about your specific issue(s) and we will correct them free of charge OR offer a discount as the situation merits and at our sole discretion. Specifics are required in order to both protect ourselves and to be able to ensure that any mistake is not repeated.
Likewise, while we are extremely careful, if we are directly responsible for any damage we will reimburse you or offer an appropriate credit to your account. We are not responsible for any pre-existing damage, or for anything that happens as a result of normal wear and tear i.e. sun damage, faulty wiring, etc.
You are solely responsible for making us aware of any and all safety concerns that may reasonably affect cleaning or the safety of our team members and/or your belongings or building occupants.
FEEDBACK
Related to our satisfaction guarantee, we depend on your feedback to help us provide you with the absolute best experience possible. We do our best to provide a uniformly excellent experience, but recognize that each client is unique. Please let us know of any adjustments you’d like to make to your cleaning or any questions you have about what to expect. Your feedback is key to helping us craft a customized cleaning experience just for you.
*EXCEPTIONS
While we always strive to delight every client at every cleaning, we make no guarantees regarding the following:
- Price Caps - While our rates are non-negotiable, price caps can allow the client to set a dollar amount that they do not want to exceed. In a price capped cleaning, we will do our best to handle your priorities within the budget you have allowed. If you need us to clean on a budget, we're happy to do so, but that means we can not guarantee 100% completion or that you will receive the same quality of service that we would otherwise provide.
- Nonstandard tools, products, or processes that you have asked us to use. We are experts with our cleaning process and our cleaning products. Deviating from our standard practices may lead to unintended results. If you require us to deviate from our standard tools, products, or processes, we will accept no liability for damage or other unintended consequences that may result. We typically refuse to use products or tools that clients have provided in order to protect both our clients and ourselves.
- Tasks that we have not agreed to in advance. This may include anything beyond our typical cleaning process - this could refer to "add-on" tasks such as cleaning appliance interiors, cleaning items, rooms, or other areas that we normally do not clean for you, surface restoration and stain removal, or separate jobs such as full interior/exterior window cleaning. It also includes asking our cleaners to handle non-cleaning tasks in or outside your building, etc.
- Our typical cleaning processes are highly effective at removing dirt, grease, scum, and other types of surface buildup - they do not restore or repair the surfaces themselves or remove certain types of buildup that would require harsh or dangerous chemicals or tools (i.e. mineral scale). Our focus is always on providing the best results possible while being safe and sustainable.
- Changes to service may change your price, and we do not guarantee that any changes made with the team on site will be handled to your satisfaction. We typically do not reduce the price for portions of the service that you ask your cleaner to skip during your service, as they have already been scheduled for your full appointment. For best results, always communicate with our office ahead of time.
- Recleaning during a single appointment. It sometimes happens that occupants of a space create messes behind us or otherwise undo our work before we finish the job, or shortly thereafter. We generally cannot reclean in such circumstances where we have already performed the labor agreed to.
- We use essential oils during our cleaning and always try to take clients' preferences into account to deliver a delightful scent experience, however, it is not possible for us to guarantee a particular scent experience. There are many factors outside of our control. For example, aromas from cooking can overpower or mix unfavorably with the scents of the oils we use. Leaving a fan running or a window open can affect the concentration of oil in the space. Team members may simply not have a client's preferred oil available at all times. The time between cleaning and our client's arrival in the space and our client's sensitivity to smell are also major factors. Similarly, while we can clean without the addition of essential oils, we cannot guarantee a truly "scent-free" cleaning as these oils may be noticeable in even trace amounts. That said, if you don't love the way your space smells after cleaning, please let us know right away and we will work to troubleshoot a solution!