Upscale Cleaning & Concierge~Moving

Our Commitment

Customer service and satisfaction are our #1 priority, so we set the highest of standards for cleaning your home.  We make sure that quality is never overlooked!

100% Guarantee

All our work is guaranteed so you don't have to take any chances.  If you are not completely satisfied with a certain area of your home, call us at (919) 862-4897 or use the " Contact Us" button on the sidebar within 24 hours of our service and we will gladly re-clean the area in question at no additional charge to you.
Customer agrees that if they are confrontational or pose a safety threat to the cleaners they forfeit their right to a re-clean.

Cancellations and Rescheduling

You may reschedule your service anytime.  We do, however, request that you provide at least 24 hours notice.  If 24 hours notice is not provided, a rescheduling fee of $45.00 will be charged.  Although,  we do not issues refunds for cancellations due to blocking appointment date and making the slot unavailable to other potential customers , we may agree to cancellation withholding a $45.00 cancellation fee. We are willing to credit your account and apply to a future cleaning.

If we have to reschedule due to weather or any other unforeseen circumstance, we will do everything we can to give you at least 24 hours notice.  With the exception of extreme weather or circumstances that occur within the 24 hours prior to our service, if we fail to provide you 24 hours notice, we will gladly credit your account $45.00.

If for some reason you wish to terminate your services, please let us know within 48 hours prior to our visit.

Lockouts

If no one is available to provide access to your home for cleaning, or we are unable to gain entry as previously arranged, your account will be charged $45.00 and must be paid on or prior to your next service date.  To cancel or reschedule a service appointment, see "Cancellations and Rescheduling".

Payment

Payment is expected at the time of service unless prior billing arrangements have been made.  While account statements are not routinely issued, they are available on request.  Acceptable methods of payment are cash, *personal/business check, money order, cashiers check or credit cards. Should a check be returned by your bank, a $30.00 returned check service fee will be charged to your account and is due immediately. (Checks are accepted after 90 days of continuous services with Upscale Cleaning & Concierge (ie. Weekly,  Bi-weekly,  Monthly)

Refunds

As cleaning services are very personalized and subjective, we cannot offer a refund to our customers.  However, our customers are our very first priority and we want all our customers to be 100% satisfied.  Please refer to our 100% Guarantee policy at the top of this page.

Extra Services

If you desire extra services for a particular visit (i.e. linen changes not included in your normal service) we will do our best, time permitting, to accommodate your request.  You will be charged accordingly ( i.e. extra linen changes are $10 each).

Promotional Discounts


From time to time we offer special opportunities for our customers.  If the offer has an exclusion which the customer qualifies for and the qualification is later lost, then the amount of the discount will be charged to the customer's account and due immediately upon disqualification.  ( i.e. Promotional offer is "1/2 off initial cleaning -excludes one-time only service-"  Initial cleaning is $200.  The customer receives the discount of $100 for initial cleaning, then cancels service altogether prior to next scheduled service.  Customer's account is charged the $100 discount which is then immediately due.)

Who supplies the cleaning products?

You do not have to remember all those expensive cleaners, scrub brushes, and vacuum bags when you are shopping.  your Upscale Janitorial service Team carries everything they need.  We use non-toxic environmentally safe products.

Am I potentially liable for worker's compensation, insurance, or employment taxes?

Many homeowners are not aware of their potential personal liability regarding work-related injury and social security taxes for independent home service workers.  Upscale Cleaning & Concierge takes care of this for you.

We carry General Liability, Workers Compensation and we are also bonded. You do not ever have to worry about us being in your home.

Do I have to be home when the team comes?

Most of our customers are not.  for security, only the professionals who clean your home have access to the keys. For added security, keys are coded individually and cross-referenced separately. if you choose not to provide a key and we are unable to access your home for a scheduled cleaning, you may incur a lockout charge.

What time will the cleaning team be at my home?


Our normal work days are Monday through Friday from 9:00 a.m. to 5:00 p.m.  While in most cases it is not possible to give a specific time when we will be at your home, we will make every effort to meet your needs. We do offer after hours cleaning in cases of Move-in/Move-out usually when the house is unoccupied.

How do I pay for the service?

Our customers find it convenient to leave a *check, payable to Upscale Cleaning & Concierge, on the kitchen table or counter top.(After 90 days of continuous service with us).  Payment is made on the day of each visit. Payment can also be made by major credit card or debit card.

What if I need to change the scheduled cleaning?

Due to the advanced scheduling of the Home Service Professionals, we appreciate a 72 hour notice of changes.  Unfortunately, we may find it necessary to charge a fee when short notice is given and we are unable to reassign the cleaning team.

What if my cleaning falls on a holiday?


If you scheduled cleaning falls on the observance of a major holiday, we will contact you to reschedule your service.

Can a cleaning  quotes given via phone be modified?

Yes,  Quotes given over the phone is based on information we believe to be truthful and accurate   There may be times when the a service  quote is given but upon arrival information was withheld or misstated and leads to an additional charge. We reserve the right to adjust the hours of service or services to be rendered to correlate with amount prepaid.  We do not offer adjustments which result in cash refunds.  We have a no refund policy.  Our work is guaranteed. 

How will our relationship work?

Since we know that we must earn your continued patronage on each visit, we don't use contacts.  We depend on open communications and your candid evaluation of our service.  If you are happy with your service, please tell a friend. Also, let us know how we can serve you better.