Service Policies

Agreement Policy

Scope of Services: Defines the types of cleaning services offered (e.g., standard cleaning, deep cleaning, move-in/move-out cleaning).The standard residential cleaning services includes dusting, mopping, bathroom and kitchen cleaning. Additional services such as deep cleaning, laundry and ironing vacuuming, window cleaning, and organizing can be arranged upon request for an extra fee.

Exclusions: Our services DO NOT include heavy lifting, outdoor cleaning, pest control, climbing of ladders or handling of hazardous materials.

Customizations: Clients can customize their cleaning service by contacting us at least 24 hours before the scheduled appointment. Customizations may incur additional charges.

Booking and Scheduling Policy

Appointment Scheduling: Clients may book services online, via phone, or email and any required lead time.

Cancellation Policy: Cancellations must be made at least 48 hours before the scheduled appointment to avoid a cancellation fee of $1500 JA in Jamaica and 50% of the full payment in the US service cost.

Rescheduling Policy: Rescheduling requests must be made at least 24 hours in advance. We will accommodate your request based on availability.

Pricing and Payment Policy

Pricing Structure: Shining Step By Step Company Ltd. clearly list service rates, including hourly rates, flat fees, or package deals. Payments are due 2 hours within the service, and we accept online payments only.

Payment Methods: Shining Step By Step Company Ltd acceptable forms of payment will be online payments only -CIBC, BNS, JN, NCB).

Payment Timing: Within 2hours within the service.

Late Payment Fees: Late payments will incur a fee of [10%] per day.

Customer Satisfaction and Complaint Policy

Satisfaction Guarantee: We guarantee our cleaning services to meet your satisfaction, however If you are not satisfied with our service, please contact us within 48 hours.

Complaint Resolution: A Feedback form will be sent to each client once the services are completed.

Follow-Up: We provide a structured feedback mechanism to gauge customer satisfaction levels. Customers are invited to rate their overall satisfaction with our services and provide detailed feedback.

Staff Conduct and Professionalism Policy

Uniform and Appearance: We have established guidelines regarding the attire and personal appearance of our staff.

Behavior Expectations: Will ensure that Technicians are aware of the expected conduct, emphasizing professionalism, courtesy, and respect for clients’ belongings.

Confidentiality: Ensure staff understands the importance of client confidentiality and privacy.

Health and Safety Policy

Equipment and Chemical Use: Guidelines given to Technicians on the proper use of cleaning equipment and chemicals.

Safety Procedures: Technicians are trained on detail safety protocols to prevent accidents and injuries.COVID-19 Precautions: If applicable, Technicians are trained on the use of Personal Protective equipment[PPE] and measures to protect clients and staff from COVID-19.

Employee Training and Development Policy

Initial Training: Training is provided for new employees, including cleaning techniques and safety protocols.

Performance Reviews: regular performance evaluations and feedback are done quarterly for entry level staff or biannually for experienced staff.

Confidentiality and Privacy Policy

Client Information: Shining Step By Step Company Ltd administration will protect client information and ensure it is only used for intended purposes and not shared with Technicians.

Insurance and Liability Policy

Insurance Coverage: Shining Step By Step Company Ltd is fully insured.

We are not liable for damage due to improper use of cleaning products provided by the client.

Damage and Theft: The Company will manage any incidents of damage or theft that occur during a cleaning job caused by the Technicians.

Refund Policy:

Half of the service cost will be refunded within 5-7 business days after client submits a complaint
OR
If you are not satisfied with the cleaning service, please provide pictures of the areas that did not meet your expectations so we can rectify your concerns effectively.
Refunds will be issued in the original payment method

Team Dispatch Policy:

• We will dispatch a team of 1-3 cleaning professionals depending on the size of the job.
• All team members will wear company uniforms and carry identification.
• Team leaders will ensure that all team members are following company protocols.

Equipment and Supplies Policy:

• We provide all necessary supplies for cleaning services.
• Clients are responsible for providing access to electricity and water.
• Clients are responsible for ensuring that pets are kept out of the way during service.

Client Responsibility:

• Clients are responsible for providing a safe and secure environment for our cleaning professionals.
• Clients are responsible for informing us of any allergies or special needs before service.
• Clients are responsible for ensuring that all breakable items are secured before service.

Environmental Policy:

• We use eco-friendly cleaning products when requested.
• We strive to reduce waste and minimize our environmental impact.

Grievance Procedure:

If you have a complaint or grievance, please contact our customer service team within 24 hours. We will respond to all complaints within 24 hours and work to resolve the issue promptly.

Termination of Service Policy

Client Termination: We reserve the right to terminate services if clients repeatedly cancel appointments or fail to make payments.

Employee Termination: Employee will be dismissed for theft. Indecent language, tardiness and damages to client property