Our standard office hours are Monday through Friday 9:00 a.m. – 6:00 p.m. We are available online 24 hours a day, 7 days a week and will respond to your emails as soon as possible.
Payment is due on the day of service. For your convenience, Natural Zen Cleaning gladly accepts the following forms of payment: Check, Credit Card, Cash, PayPal or Venmo. Customers need to pay for the cleaning at the time of service.
*If payment is not received within 24 hours of service, we reserve the right to bill the credit card on file. If the credit card on file is invalid or declines a $10 late payment fee will be added to the invoice.
* $10.00 non-payment fee will be incurred if payment is not received 24 hours after the scheduled service day.
* $25.00 fee is applied to all returned checks.
Rescheduling and Cancellation Policy
We understand that there are times when you might need to cancel or change your cleaning appointment.
We ask that you give us 48 hours notice.
Due to the high demand for our services, if you reschedule your appointment within 48 hours of your scheduled appointment you will incur a 25% fee. If you cancel within 48 hours you will incur a 50% fee. Payment must be received within 10 days of invoice date to avoid additional non-payment fees.
For your convenience, Natural Zen Cleaning gladly accepts the following forms of payment: Check, Credit Card, Cash, Venmo, Applepay or PayPal. Customers will need to pay for the cleaning at the time of service. A $10.00 non-payment fee will be incurred if payment is not made on the scheduled service day, and a $25.00 fee is applied to all returned checks.
Non-Entry or Missed Appointment Policy
If a Natural Zen Cleaning professional arrives at a scheduled cleaning appointment and is unable to gain access to your home or office you will be responsible for the travel fee plus 50% of the scheduled cleaning cost.
Exceeded Time Rate
If there is Excessive Clutter/Soil the allotted time for your space may be Exceeded. You will be billed at an Hourly Rate for the Exceeded time based on the following formula:
Exceeded Time Hourly Rate = (Total $ Quoted) / (Allotted Time)
(Hr Rate) x (Exceeded time) = TOTAL Amount Due
*Please be advised that crew size may vary between 2 to 4 people according to the day’s work load. You will be notified of the crew size and the allotted time in your estimate.
Natural Zen Cleaning clients may not solicit our employees to be contracted or employed by you or your affiliations for cleaning services of any kind. If you would like to hire/contract one of our workers to work independently for you or your affiliates, you may request such services by informing our office in writing. If Natural Zen Cleaning approves such request, you will be required to pay a $3,500 referral fee. This fee is due within 30 days of notification from Natural Zen Cleaning. If the fee is not paid, Natural Zen Cleaning reserves the right to pursue other methods of collection.
Employee safety is important to us. We require our employees to wear shoes at all times, refrain from climbing ladders higher than 30″, and lifting objects weighing more than 35 pounds. We do not clean bodily fluids, pet accidents or any other substance which may pose a health or safety hazard to our employees. Natural Zen Cleaning reserves the right to remove an employee from a job site at any time if safety is of concern or if integrity is in question.
Due to the health risks associated with the inhalation of soot from fireplaces, Natural Zen Cleaning does not clean soot from fireplaces. We will gladly clean around the fireplace. Should you require fireplace cleaning, Natural Zen Cleaning can suggest a reputable company to assist you.
Natural Zen Cleaning will wash and fold laundry with pleasure. There will be a crew member assigned to this task however, please limit the amount of laundry to allow time for wash, dry, and fold within the allotted time for cleaning.
Please leave all laundry supplies in a clearly visible area. We ask that you do not include any delicate or dry clean only items in your laundry hamper or laundry bag. We are an environmentally friendly cleaning service that does not use bleach or bleach alternatives. Natural Zen Cleaning does not assume responsibility for delicate or dry cleaned items accidentally left in your laundry hamper or laundry bag.
At Natural Zen Cleaning we understand how important your pets are to you. We are a pet friendly company and will gladly receive special instructions regarding your pet’s safety. Due to health concerns, Natural Zen Cleaning cannot allow their cleaning consultants to handle any pet feces.
Computer / Electrical wires
As we aim to handle all items in your home with care we know that computer wires, cables and cords can be of a delicate nature. Our in depth cleanings require that we may have to lift or slightly move these items as dust accumulates heavily in these areas. Please notify our office if contact with these wires, cables and cords can disconnect your computer system. If so we will ask our cleaning consultants to skip these areas.
Natural Zen Cleaning professionals treat your home with the utmost respect. However, due to the nature of our business, accidents can happen. Should damage occur to your property during an appointment, please notify our office immediately.. In addition, Natural Zen Cleaning does not take responsibility for items previously damaged. Should you have any delicate or sensitive items in your home please notify our office representatives as we will instruct our Service Professionals not to touch those items. If an item is damaged by our Service Professionals we ask that you do not throw the item away as Natural Zen Cleaning will need to take photographs of the item for insurance purposes. If a receipt is not available for the damaged item and it is clear that the item has been damaged by a Natural Zen Cleaning, we will purchase a replacement of equal value. We cannot guarantee reimbursement for damages reported more than 48 hours after the end of the cleaning appointment or damages that we cannot physically inspect.
Satisfaction Guarantee Policy
We proudly stand behind our work. Should you have any comments regarding your cleaning, please call us within 24 hours after the end of your cleaning appointment. If there are areas that you feel we overlooked we ask that you do not clean those areas as we will have someone report to your home within 24 hours to re-clean the areas of concern. While we are unable to issue refunds, if necessary, we are happy to re-clean any areas of concern.