Policies and Procedures

We would like to thank you for choosing Penny’s Cleaning for your cleaning needs. Your business is very much appreciated. We strive to exceed our client’s expectations. In order to maintain a smooth business relationship, we have established our company’s policies and procedures:

Scheduling Procedure

All cleaning will be done between the hours of 8:45am and 5:15pm. Since traffic and other clients often greatly affect our schedule, we appreciate your flexibility. Please allow for an open time frame between 8:45am and 5:15pm rather than an exact arrival time.

Access to Home

Penny’s Cleaning must be able to access your home to provide scheduled services between 8:45am and 5:15pm on your scheduled cleaning day. Our preferred entry method options are:

  • Provide the company with a key. For your protection, keys will not be linked to any information pertaining to the client. Keys are kept in a secure key safe and are cross referenced for your protection.
  • Provide the company with the door, garage or key box code.

If a client chooses not to provide a key or a code, an alternative entry method must be provided. Please inform us of your chosen entry method prior to your first scheduled cleaning. If the cleaning team arrives and is unable to access your home, they will not be able to perform your cleaning service. In this case, the client acknowledges that the full fee for the scheduled cleaning will be charged even though the cleaning service was not performed.

If a client chooses to leave their door unlocked, place the key under the mat, or leave their key in any other location for the cleaners to gain entry, the client releases Penny’s Cleaning from any and all liability that could arise as a result of leaving your home unsecured.

Cleaning Procedure/Special Requests/Changes

Cleaning service is provided and billed by the hour. The amount of time scheduled for your cleaning and the areas to be cleaned have been predetermined by you and your team leader and office staff.

If you wish to have your cleaning team focus their attention on areas that are outside their normal routine, simply leave them a note on your kitchen counter. They will do their best to complete your request within the scheduled time. If you have changes that you wish to make permanent, please call or text (417) 848-3848 to have your work order/priorities list changed.

Please keep in mind that if you are requesting additional services, have had a higher than average amount of traffic in your home, or have had an unusual lapse in time since your last cleaning, we may have difficulty completing all tasks within your regularly scheduled time. Please consider calling or texting (417) 848-3848 to schedule additional cleaning time for your home.

Cleaning Supplies and Equipment

Penny’s Cleaning provides all supplies and equipment for the cleaning services we provide. Our employees are properly trained to use our cleaning supplies only. For this reason we only use the products and equipment we provide. We have several alternative options for special surfaces and appliances etc. Please call or text (417) 848-3848 if you feel your home needs one of our specialized products.

Service Limitations/Condition of Home

  • Please help us limit our exposure to and possible spreading of contagious illness. We appreciate knowing when someone in your home presents a possible risk.
  • We do not climb higher than a 2-step ladder.
  • We cannot move heavy or awkward furniture or other items, but will try to reach visible places with an extension duster or mop.
  • If an area in the home is considered or has the potential to be considered a biohazard, that area will not be cleaned (emptying/cleaning cat litter boxes, and the area around them, human/animal excrement, blood, vomit, urine, etc).
  • Your scheduled cleaning time is based on the average time it takes to clean the areas in your home that you have requested. It is advantageous to have the home picked up as much as possible allowing us to be able to get to all areas so that we can optimize your cleaning. If you feel that the condition of your home would require additional cleaning time (such as in the event of a family get-together, recent illness, or higher than average traffic) please feel free to call or text (417) 848-3848 to schedule additional cleaning time.
  • The client is expected to provide our cleaning crew with a safe and reasonably clutter-free work environment.
  • We reserve the right to leave the home if we feel our personal safety is in danger from either another person or animal. In such a case, the client acknowledges that the full fee for the scheduled cleaning will be charged.
  • We do not clean desks unless they are straightened, cleared, or at the client’s special request. We assume no responsibility for items on desks.
  • As a courtesy to your cleaning team members, we ask that you please keep the temperature of your home within a comfortable range. If you will be away from your home for work or vacation during a scheduled cleaning, please remember to leave your heat/AC on for the benefit of your cleaning team.
  • We ask that you please refrain from smoking inside your home while your cleaning team is present. Additionally, if the smoke smell inside your home is extremely strong, our cleaning team may have to leave and will not be able to perform your cleaning services. Please make sure your home is free of any strong smoke odor before the cleaning team arrives.

Payment Methods and Tips

Payment for services and fees are due on your scheduled cleaning day.

All Penny’s Cleaning clients are required to have a credit or debit card on file with us. We are happy to process the card on file for your payments.

If a client prefers to use a payment method other than the card we have on file, Penny's Cleaning also gladly accepts cash or a check as long as a credit or debit card is also on file. If paying by cash or check, please leave payment on the kitchen counter sealed in an envelope marked "Penny's Cleaning". Please make checks payable to Penny’s Cleaning.

Tipping: Tips are not required but are appreciated. If you would like to leave your cleaning team a tip, please leave it in cash, separate from your regular cleaning payment or contact our office if you would like it included with your credit/debit card payment. If you would like to write a check for the tip, please make the check payable to Penny’s Cleaning. It will then be added to your cleaning team members paycheck. Our employees are not allowed to accept checks written to them directly.

Cancellations/Changes of Cleaning Duration

If you need to cancel your appointment or increase/decrease your scheduled cleaning duration, please call or text (417)848-3848 at least 2 business days prior to your scheduled cleaning day. Since we turn away other clients to hold your reservation we greatly appreciate your consideration.

Any cancellations made less than 2 business days prior to your scheduled cleaning day will result in a Cancellation Fee of $30.

Any cancellation or reduction in cleaning duration made after 8:00 a.m. on your scheduled cleaning day will be charged full price for the originally scheduled cleaning duration.

Note: In the event of a missed cleaning, you might consider calling or texting (417)848-3848 to schedule additional cleaning time for your next cleaning as lapses in time can cause additional build-up resulting in longer cleaning times.

Lock-Out Fee

If our cleaning crew arrives at the property on your scheduled cleaning day and is not able to access the property or is not permitted to perform the scheduled services, the client acknowledges that the full fee for the scheduled cleaning will be charged even though the cleaning service was not performed.

Returned Check Fee

Returned checks are subject to a $30 processing fee, and will be subject to late payment fees.

Late Payment Fees

Payment for services and fees are due on your scheduled cleaning day.

If payment has not been made within 2 weeks of your cleaning service date a late payment fee of $5.00 will be added to your invoice. If payment has still not been made within 30 days of your cleaning service date an additional 10% of your balance due will be added to your invoice every 30 days that the invoice remains unpaid.

Penny's Cleaning reserves the right to suspend your cleaning service if there is an unpaid balance on your account.

Fee Increases/Additional Charges

Each year, on the date of your annual anniversary with our company, your cleaning fee will be adjusted to our then current rate.

If the client chooses to suspend services temporarily, Penny’s Cleaning reserves the right to charge the rate at the time service is re-established if there has been an increase during the absence.

Penny’s Cleaning reserves the right to charge a nominal temporary fee to help cover unexpected additional expenses caused by supply chain issues, high fuel prices, government mandates, etc.

Penny's Cleaning Re-Do or Refund Policy

We pride ourselves on giving superior service to our clients. In the event that you are not satisfied with your cleaning, please let us know your concerns as soon as you are able within 48 hours of your cleaning. If your cleaning team is able to return to your home to resolve the issue they will do so at no additional expense to you. If we are not able to resolve the issue, a refund (or credit) of your payment sufficient to cover our error will be issued.

Customer Feedback

Please feel free to leave feedback or any comments or suggestions you may have on our Google Reviews site or call or text (417) 848-3848.