Welcome to our 

Terms & Conditions

Please take a moment to read our terms and conditions that have been created to protect both parties and ensure a mutually beneficial and long lasting relationship between VIP Services and our VIP Clients. You will be notified in writing of any changes to the terms and conditions. The best way to assure that you receive excellent service is to let us know how you’d like us to improve or what you’d like done differently. Feel free to call (318) 415-7962 or email info@vipreaction.com us at any time, and we’ll make sure that your concerns and requests are addressed. 
CLEANING 

Please take a moment to read our terms and conditions that have been created to protect both parties and ensure a mutually beneficial and long lasting relationship between VIP Services and our VIP Clients. You will be notified in writing of any changes to the terms and conditions. The best way to assure that you receive excellent service is to let us know how you’d like us to improve or what you’d like done differently. Feel free to call (318) 415-7962 or email info@vipreaction.com us at any time, and we’ll make sure that your concerns and requests are addressed. 

SERVICES

  • VIP Services strives to provide the most professional cleaning service and will clean your property on a mutually agreed upon schedule. We don’t lock clients into cleaning contracts- our goal is to earn your business each and every time!

  • VIP Services will provide sufficient cleaning cleaners (minimum of two) to clean the clients home, but VIP Services reserves the right to change the number of staff dependent upon training and/or operational requirements.

  • VIP Services agree to clean a client’s home between 9AM and 9PM. If you prefer a specific start time, we will do our best to accommodate you. If you are usually at home when we visit, we will call if the team is likely to be delayed significantly.

  • VIP Services will clean the client’s home on an agreed day of the week. At the client’s request, VIP Services will change the agreed cleaning day, provided that at least 3 days’ notice is given and a vacancy exists on the proposed new cleaning day.

  • Our teams are instructed to follow the requirements listed on the service schedule. If you would like additional services performed please contact our office at least one business day in advance, to enable us to schedule your additional requirements. Changes in scheduling could create changes in fees.

  • Should you decide to discontinue services, please give us at least 7 days’ notice. 

  • VIP Services routinely evaluates client service requests and performs random and routine Quality Control Inspections on the spaces that we clean to ensure quality services are being consistently delivered.

 

ADDITIONAL SERVICES (carried out at an additional cost)

 

  • House Sitting‎

  • Dog Sitting‎

  • Bed Linens Changed‎

  • Refrigerator Cleaning‎

  • Oven Cleaning‎

  • Dishes‎

  • Laundry‎

  • Damp Wiping Baseboards‎

  • Damp Wiping Blinds‎

  • Custom ordering and install of Blinds, Shades or Shutters‎

  • Custom Storage & Shelf Solutions (closet, pantry, garage, etc.)‎

  • Handyman Services (Repairs & Remodeling)‎

  • Professional Floor Cleaning (carpet, tile, linoleum, marble, etc.)‎

  • Power Washing (exterior walls, concrete driveways, patios, etc.)‎

  • Personal Assistant Services (grocery shopping, errands, etc.)‎

  • Window Cleaning (inside and/or outside)‎

 

 

24 HR VIP Satisfaction Guarantee

We do our best to meet or exceed your expectations. If you’re not satisfied with your cleaning, please notify us within 24 hours of service completion, and we’ll return and complete the job to your satisfaction. We do not offer refunds to clients since each service is unique and personalized. 

 

ARRIVAL NOTICE

  • We offer a limited number of exact arrival time cleaning appointments per week.

  • We do our best to be prompt and meet the cleaning time indicated, but traffic and other client requests may affect our schedule. This means the exact time of your cleaning may differ each time. If your scheduled cleaner is going to be more than 30 minutes late, we will contact you.

  • If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 5:00 p.m.  If no one is present when the cleaners arrive, a cancellation fee will be charged. The best and most efficient way to avoid this is to leave a key with the VIP Services office.

 

PROPERTY ACCESS  The client will ensure that VIP Services has access to the property during the agreed working hours by one of the following:

 

  1. o  Client may opt to not give a key to the company and be home on their day of cleaning. Because we cannot give an exact time, the client must be home during their specific time frame to let the cleaners in/out of the home. If no one is present when the cleaners arrive and they are locked out and unable to clean, a cancellation fee may be charged. After the 2nd lockout we will only continue services if we have a key.

 

  1. o  Client may provide the company with a key. (Preferred) You will provide us with a key to your property and details of any relevant security codes for access to arm/disarm your alarm system. The details will be kept strictly confidential and only your designated cleaner will be given the relevant information. For your protection, keys will not be linked to any information pertaining to the client. Keys are kept in a secured area and are crossed referenced in case of loss.

 

  1. o  Client leaves the door unlocked, leaves a key under the mat, or leaves a key on-site in an unsecured place for the cleaners to gain entry, the client releases VIP Services from all liability that arises from damage made before or after the cleaners leave the premises. The client understands that they will be responsible for any theft or damages that are caused before/after their scheduled cleaning team.

 

SECURITY

  • You may provide us with a key to your property and details of any relevant security codes for access to arm/disarm your alarm system. The details will be kept strictly confidential and only your designated cleaner will be given the relevant information. In the event of termination of the cleaning agreement, keys will be returned to the client as soon as possible. For your protection, keys will not be linked to any information pertaining to the client. Keys are kept in a secured area and are crossed referenced to provide confidentiality.

  • If at any time our cleaners do not feel safe they have been instructed to leave the property.

 

PRIVACY & CONFIDENTIALITY

All information acquired by VIP services relating to the client’s business will be treated by the company as confidential and VIP Services will not make any disclosure of it. The company requires that all cleaners sign a Privacy & Confidentiality Agreement. The privacy and confidentiality obligations will extend beyond termination of the contract.

 

EQUIPMENT & SUPPLIES

  • Our cleaners are bonded and insured and have been thoroughly trained in the proper use of all VIP Services provided products and equipment. VIP Services provides all cleaning supplies and equipment.

  • Due to OSHA compliance concerning proper content documentation of cleaning supplies, use of client’s cleaning supplies is discouraged. If you insist that your own products are used VIP Services is not liable for any damage to property. VIP Services teams are trained in using their own supplies and our teams are not trained to know which other products are safe to use on certain surfaces. Our cleaners are prohibited from using bleach. Authorization to use bleach must be pre-approved by the VIP Service office.

 

VALUABLES  VIP Services requests that you put away any valuables, collectibles, heirlooms or any other similar items in order to reduce accidents. 

 

PETS & PLANTS

  • VIP Services recommends that all pets are secured for the safety of our teams and your pets. We ask that you restrain or move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrive. Otherwise we may not be able to provide service, and you may be charged a cancellation fee.

  • We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your property. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaners are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

  • Due to the individual care that plants require, we are not able to water or maintain them, without specific instructions, in writing.

 

HEALTH & SAFETY

  • With a detailed cleaning, we will always endeavor to move and clean under furniture; however this may not be possible due an item’s weight, size or position.

  • The client agrees to notify VIP Services if any person in the household is suspected of contracting an infectious disease. This notification must be as early as possible, but at least 24 hours before a scheduled visit. VIP Services reserves the right to cancel cleaning appointments under such circumstances.

 

SERVICE LIMITATIONS

  • It is to the client’s advantage to have the area to be cleaned picked up as much as possible allowing us to be able to get to all areas so that we can optimize your cleaning. At VIP Services, we provide light straightening of the areas that we clean.

  • If such areas/surfaces are excessively cluttered at the time of cleaning, your team will clean around those areas or you can opt to pay a small additional fee for our organizing services at the time of your cleaning service.

  • Should you require cleanup of bodily fluids such as vomit, blood or feces please call the office so we can schedule a trained technician to assess the area and determine a sufficient cleaning and sanitization plan. Additional fees will apply.

  • The client shall ensure that our cleaners have access to hot water and electricity.

 

PAYMENT POLICY  (All new clients in 2017 will be required to put a credit card on file.)

  • The client will provide payment to VIP Services for the services mentioned in this agreement in the form of cash, check, debit or credit card, which is due in full at time of service unless agreed upon otherwise. A $30.00 fee is applied to all NSF (non-sufficient funds) checks.

  • The client will put a debit or credit card on file to be charged if payment is not present at the time of appointment or if the client has enrolled in recurring billing.

  • Payment for the initial clean with VIP Services will normally be collected on the day of the clean, unless prior arrangements have been agreed upon. For subsequent regular cleaning services, our cleaners can collect payment on each visit. If you forget to leave a payment, we will still clean and charge the card we have on file for you.

  • If payment is not sent to our office before the next scheduled clean or a double payment left for collection, then our team members will not clean until payment is settled.

  • If paying with cash or check, please leave the correct payment on the kitchen counter or table as our team members do not carry change.

 

PRICES & QUOTATIONS

  • VIP Services reserves the right to re-evaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first few months and occasionally thereafter. We will contact you to discuss price or service revisions if the cleaning time differs drastically from the original bid. (Ex. Repeat requests to change bed linens, wash dishes or wash/dry/fold laundry that was not part of the original service agreement.)

  • All prices quoted by phone, letter or via email will depend on the size and condition of a property and the schedule of work discussed.

  • VIP Services reserves the right to amend any quotation given, should requirements change or due to any missing or incorrect information provided.

  • If cleaners have arrived at a property and are unable to access the property or a client delays the start of a clean, this could result in additional charges being incurred.

 

VIP SERVICES RESERVES THE RIGHT NOT TO BE LIABLE FOR THE FOLLOWING:

•Not completing tasks which are not on the cleaners’ work schedule. If you require additional tasks, please contact the office to request additional time for your scheduled visit. Additional costs may apply.

• Any cleaning work carried out whilst a third party or other contractors are present.

• Wear or discoloring of surfaces becoming more visible once dirt has been removed.

• Failure to remove old/permanent stains or existing damage or spillage that cannot be removed or cleaned completely using normal cleaning methods with our materials and cleaning equipment.

• Damaged caused by faulty equipment and/or cleaning products supplied by the client.

• Disposal of personal belongings at the end of a tenancy clean.

• Additional charges incurred by a client if VIP Services are not permitted to revisit a property to make good.

 

FORCE MAJEURE

The liability of VIP Services under these Terms and Conditions will be terminated if VIP Services is prevented from fulfilling its responsibilities under the terms of these Terms and Conditions because of delays in transportation, shortages of fuel and/or materials, strikes, embargoes, fires, floods, quarantine restrictions, earthquakes, hurricanes, or any other act of God or circumstance or cause beyond the control of VIP Services. Any such event will be notified as soon as possible and the company will take all reasonable steps to overcome the problem and resume its obligations.

 

VIP SERVICES CANCELLATIONS & RESCHEDULING

  • We reserve the right to temporarily or permanently cancel services at any time for any reason (i.e., health hazards or client misrepresented facts or information)

  • Excessive cancelling and/or rescheduling will be grounds for termination of services. 

  • If your scheduled cleaning falls onto one of VIP Services observed holidays (New Year’s Day, Easter Sunday, Thanksgiving Day and Christmas Day) you will be notified in advance to reschedule. Every effort will be made to re-arrange your service, although this cannot always be guaranteed.

 

CLIENT CANCELLATIONS/RESCHEDULING

  • If you need to cancel or reschedule a scheduled cleaning, please notify us 48 hours prior to your scheduled service.  This allows us to service another appointment and is also a more efficient use of resources and helps keep your costs down.  Less than 48 hours’ notice or being locked out and unable to clean means that we will not be able to fill that time slot and results in lost wages to your cleaners.  A lack of consistent wages means we cannot keep the most professional and committed staff to clean your home. Respecting our policies for rescheduling or cancelling helps insure you will get the best cleaning service possible.

  • If you are going on vacation and need to temporarily suspend services, please give 7 days’ notice.

  • If you reschedule with less than 48hrs notice you may be liable for up to 50% of the cleaning fee.

  • If you cancel on the day of the appointment you may be liable for up to 100% of the cleaning fee.

  • Rescheduling may put you into a different week’s rotation and your prior service day of the week and time slot may not be available. 

 

SOLICITATION

You shall not at any time from the date we provide a cleaning service to you and for a period of twelve months after the completion of the last cleaning service, solicit or entice away from us or employ (or attempt to employ) any person who is, or has been, engaged as an employee. Any breach will result in a payment to us of $250 per incident. The VIP employee will also be immediately terminated and forfeit all employee benefits and bonuses.

 

DAMAGES   

  • We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the office and to you if you’re available.  If you believe that something has been damaged or broken by us, we need to hear about it within 48 hours after your appointment. We do not take responsibility for damage not reported within this time frame.

  • Except for cases of intentional damage, VIP Services total liability for other property damage is limited to a refund of the amount paid for the cleaning service rendered on the date that the damage occurred. VIP Services, at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. VIP Services will choose the method, manner, and person or persons to perform or supply such repair or replacement.

  • You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning these items or for damage to them if they have not been pointed out to us.

  • We cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had prior damage.   ​

Last Reviewed or Revised: 1-16-2017

© 2020 by VIP Enterprises, LLC