Our Policies

Pricing and Payment Policies

 

1. Flat-Rate Pricing. We offer a simple flat-rate pricing structure that allows you to get a fair price based solely on the square footage of your home and the services you select. That’s it! The price is the price, regardless of the amount of time it takes or how many cleaners are needed. This makes it easy to schedule by phone or online and gives you a predictable upfront cost. We offer several levels of cleaning, plus many add-on options so that you can customize our services to suit your needs. If you would like a specific service that is not on our cleaning menu, please contact our office and we will be happy to accommodate you if possible. 

 

2. Changes from Original Quote. We offer an upfront price estimate before we even enter your home, based on what you tell us about the size of your home and the cleaning service selected. We reserve the right to change the quoted pricing, including any applicable discounts, if the actual size or circumstances of your home are not as described, or if the booking options selected are inappropriate.

 

3. Rate Increases. We reserve the right to raise our rates as needed to adjust for costs, however, we will always give our clients advance notice of any price increase.

 

4. Scheduling Requests. We employ the best cleaning technicians in Colorado Springs, so when you hire Vetter Cleaning, you can trust that you’ll get a great clean every time. While we cannot guarantee the availability of a specific cleaning technician, we will always notify you of our estimated arrival time in advance of your cleaning date, with a follow-up notification the day before we arrive. For clients who book our recurring services, we offer the convenience of the same day of the week with the same time slot for every cleaning, whether you prefer every week, every two weeks, or every four weeks. Please note that if you reschedule a cleaning, we cannot guarantee the same day of the week for the new cleaning date. See our Reschedule Policy below for more details.

 

5. Discounts. We offer discounts for clients who book Recurring Cleanings on a regular schedule, with the amount of the discount based on the frequency of service. If you change your service schedule or reschedule a cleaning so that it falls outside of your previously selected frequency, we reserve the right to change or eliminate the discount that we would have applied to that cleaning or future cleanings. Please note that if you receive a discount off your first cleaning in return for scheduling recurring service, you must also receive and pay for at least one follow-up service as agreed or you will be charged retroactively for the initial discount. This does not apply to our standing 10% discount for all military, police, fire, and teachers.

 

6. Rescheduling. All rescheduled requests must be made either through your client portal by creating a ticket or by sending us an email at [email protected].  Any rescheduled request will apply only to the date that you specify on the request form and will not affect your regular cleaning schedule. If you need to change your entire Recurring Cleaning schedule, please contact our office at 719-284-0025. Recurring Cleaning customers may reschedule an upcoming cleaning for any day prior to the next scheduled cleaning at no extra charge, accepting Late Change Fees, if applicable.

 

7. Skipping a cleaning. If you are a Recurring Cleaning customer and you need to completely skip a cleaning, you must either use your client portal by creating a ticket or sending us an email at [email protected]. Please note that Vetter Cleaning offers discounted pricing for Recurring Cleanings so that we can keep your home consistently clean and provide our cleaning technicians with a predictable work schedule and stable income. The longer we go between cleanings, the more work our technicians will have to do to restore your home to the appropriate condition. We do ask for at least 48 hrs notice. If you skip service, there will be an additional charge for the next cleaning as the home will have gone a longer period of time since your last cleaning.  

-Weekly skips one $10 addition on the next visit

-Bi-weekly skips one $15 additional on the next visit

-Monthly skips one $35 additional on the next visit

Reschedules made  5  business days out of the original service date are subject to the fee of $10 for each week outside of the regular recurring schedule. If a cleaning appointment is canceled or skipped less than 24hrs in advance, a 50% rate of service will be charged based on the rate of your scheduled service.

 

8. Cancellations. Once a service is scheduled, all cancellations must be made by either using your client portal by creating a ticket or sending us an email at [email protected]. 

 

9. Late Changes and Late Cancellations. Because our cleaning technicians are scheduled in advance, late changes and cancellations deprive them of income. If you cancel or reschedule a service less than 48 hours before your originally scheduled date, we will charge a 50% rate of service cancellation fee to help compensate the cleaning technicians for lost income. If your cleaning is scheduled for a Monday, we request notice of cancellation by 9 a.m. on the preceding Friday to avoid the fee.

 

10. Lockouts. Lockouts deprive our cleaning technicians of their income. If you do not contact us to cancel a cleaning and the technician arrives at your home at the scheduled time and cannot gain entry or is denied access, we will charge you a lockout fee of the full cost of the cleaning to compensate the cleaning technician for their lost time.

 

11. Satisfaction Guarantee. We want you to be delighted with our service! If you are dissatisfied with any of our cleaning services, please contact us right away so that we can make it right. We will first assess the situation to make sure that we understand the concern, then will re-clean the problem area at no cost to you. The re-clean must be completed within two business days following your initial date of service. If you are still not satisfied and Vetter Cleaning is at fault, we will offer a refund or partial refund according to the circumstances. Please note that in order for us to offer a refund, we require that a re-clean must be accepted and completed within two business days from the initial date of service.

 

12. Billing. When you schedule your first service with us, we will take a credit card that will be kept securely filed for payments. There is a small processing fee automatically applied to all credit card/debit card transactions. You also have the option to sign up for ACH bank transfers that have no processing fees. Payment is due at the time of each service and your card or bank account will be charged on the day of each cleaning. If your credit card is declined for any reason, we will contact you and ask for this to be remedied within three (3) business days. If payment is not made within three (3) business days following a cleaning, we will assess a late payment fee of $10 per day and will pause all scheduled services until payment is made. If your service is paused, you may lose your place in the schedule.

 

13. Tipping. Tipping is never required, but it is a lovely way to tell your cleaner that you think they did a great job. If you would like to tip your cleaner, we suggest a range of 10 to 20% of the price of the cleaning. You can add this amount to your credit card either as a one-time or a recurring charge. If you would prefer to give cash, we ask that you put it in a labeled envelope or otherwise clearly label it to make sure that our cleaning technicians know it is for them!