100% Satisfaction Guarantee
Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service we will return to your home to re-clean the area/task. If you are home and notice that the cleaner overlooked something please don’t keep it to yourself! Feel free to ask them to re-clean the area or call our office before the cleaner leaves your home. We do not do refunds, only re-cleans!
Savels Cleaning Service a 48-hours warranty period from the day of completion of the cleaning. If we have missed an area, please call within that time frame and we come out and re-clean the area/item in question. Complaints filed more than 48 hours after the completion of cleaning fall outside the warranty period, and unfortunately may not be covered.
Appointment Arrival Time Windows
If you wish to be present during the cleaning visit, please be advised that we provide arrival windows of about 60 minutes, such as between 8 am – 9 am and 1 pm - 2 pm. Many things can affect our schedules, such as cancellations, traffic, lockouts, etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival. If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 6:00 p.m. Our cleaners appreciate your flexibility. When possible, please allow for an open time frame rather than an exact arrival time.
Changes to Requested Services
Any changes to the Service to be provided must be agreed by Savels Cleaning Service prior to the Service Time. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact our office by telephone, who may agree to provide the additional services in its absolute discretion. The Cleaner is not authorized to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Cleaner. To better serve you, all communication has to go through our office.
We love our crews and want to watch out for their safety, so they do not use tall ladders or move any heavy furniture/appliances. These types of activities put maids in danger of back injury or could even damage something in your home such as scratches on your wood floors. If you would like us to clean behind appliances (such as behind or under refrigerators, ovens, sofas, or other furniture), please move it prior to the cleaning visit to allow access to the area.
Gratuity is not required or expected, but always appreciated. If you do choose to leave tips, cash is preferable as it will be shared equally by your cleaning team. an occasional note to the team when they really impresses you would also be welcomed. In addition, your feedback, so please call or drop us a note through our website.
While the crews will do the best they can to be aware of the Customer’s pets/minors, the Customer will be responsible for watching and managing any minors or pets during the cleaning process.
We will send you an email after service is completed with the opportunity to rate your Savels Cleaning Service’s Team with One Click. That way you can rate your team by choosing one of the three smiley faces at the end of the email.
Let us know how your team did! Your feedback is important, so feel free to shoot us an email with more detailed feedback as well. If you had any problems at all, we'll work to make it right. Thanks for your feedback!
PLEASE TAKE A SECOND TO RATE YOUR CLEANING TEAM
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 or email us at any time, and we’ll make sure that your concerns and requests are taken care of.
Yes! we offer a 100% satisfaction guarantee on our services. Customer satisfaction and quality is extremely important to us. If we ever fail to provide the level of service you deserve, contact us within 48 hours from the date the service has been completed, and we will return no later than 7 days to re-clean the area/item for free.
You agree to wait 7 business days to resolve any and all issues before you post negative feedback to non - Savels Cleaning Service platforms. This includes, but is not limited to Instagram, Facebook, Google,Youtube etc. We work incredibly hard to take care of our clientele and we appreciate that this respect is mutual.
A BGN 50 fee will be assessed in the event that our cleaning associates arrive and are unable to access the premises. This fee is in place to cover expenses they incur for lost travel time and fuel.
Reschedule a subscription plan cleaning can result in the cost of your service being Less Than, More Than or the Same As your last cleaning. Time will be considered for vacations when the home is not occupied.
Example 1: a Bi‐Weekly client who “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) Monthly rate discount will apply to the next cleaning.
Example 2: a Bi‐Weekly client who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.
You may make changes up to 24 hours before appointment without incurring any charge. No cancellation fee if you cancel or re-schedule at least 24 hours before your appointment.
If you cancel your cleaning within 24 hours of the scheduled time, we have to charge you a cancellation fee of BGN 50. To the same effect, if a cleaning is cancelled or rescheduled by us without reasonable notice we will provide a discount to the client for the cleaning job.
Savels Cleaning Service is fully insured with a general liability insurance and a Bond policy. You have many options, and it is your choice, how do you let us get access to clean your home:
Give Key – Security of your home is our highest concern. Your key is kept in a safe at our office. In order to protect your identity and safety, each key is assigned a coded number and kept in a key safe in our office your key will only be accessed by the office management and your service team. We do not return keys by mail or courier we will only release keys to clients in person who show current government issued photo ID.
Hide Key – Some customers prefer to hide a key in a predetermined location prior to each visit ( we recommend you use a lock-box)
Lock-box – A lock-box is a small black box (commonly used by Realtors) that use a combination lock or keypad to securely store a key inside.
Keypad Lock – Some customers may have a digital keypad in place of a keyed door lock.
Neighbor – Some customers may give a key to a neighbor with instructions to have the neighbor open the home upon our arrival.
For home alarm systems, while we prefer it to be turned off on cleaning day. If you prefer, you can show the service team how to operate it if is a simple system.
Just add instructions when you make your booking. On your first clean, we do like you to be home so you can show us around your property and point out any areas that you would like us to focus on, but we understand that isn’t always possible.
You agree to allow the cleaning team that is sent to your home to take pictures of your home, furniture, appliances, or items condition, and any existing damage in your home, prior to starting their service. These pictures will contain no identifying information, will not be shared with any third party, and will be permanently deleted once the service is completed to your satisfaction.
All prices are flat rates based on how long it takes to clean the 95% of our homes. Most of our cleanings are completed well before the maximum time limit. However, some homes require extra attention to provide a complete cleaning service. The rates for a “subscription plan maintenance cleaning” of a home are based on the following assumptions of maximum cleaning time for a one-person team.
Home Size Time Limit
One bedroom 3.0 hours
Two bedrooms 3.5 hours
Three bedrooms 4.0 hours
Four bedrooms 5.0 hours
Five bedrooms 6.0 hours
Six bedrooms 7.0 hours
The actual price payable by the Customer is calculated on the home living area Square Meters, the total number of bedrooms and bathrooms in the household. Any price quoted by Savels Cleaning Service is an estimate only based on Savels Cleaning Service’s experience, without inspection, and based on information provided by the Customer. If when the crew gets to the job and it is apparent that the actual cost of the Service will exceed the quote provided by Savels Cleaning Service (i.e. more Sq. M./bedrooms/bathrooms than originally reported, actually a Move In/Move Out job but you book a regular cleaning, etc.), Savels Cleaning Service will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed due to lack of time needed to finish the actual job.
If the home is in bad shape - broken items or furniture, mountains of clutter, or "extremely dirty living space" - we can most likely bring it to a livable/ habitable standard. However, the end result will not be comparable with the level of cleanliness we can achieve on a standard home. Because of that, we will discuss this issue before starting the job and upon arrival onsite. We will photograph before and after for potential sharing and strategizing within our company on how to best approach the cleaning. We will neither keep nor distribute the photos for any other reason.
Savels Cleaning Service reserves the right to refuse service to anyone for any reason. These reasons include but are not limited to: not being able to gain entry to a home, no power / electricity, no air conditioning or heating, frequent cancellations or schedule changes, improper or dishonest booking, unsafe working conditions on site, project out of the scope of the original booking, being rude to staff or affiliates, poaching or attempting to poach talent away from Savels Cleaning Service (at any price), and / or incorrect or non-functioning billing/payment information.
Our cleaners work solo or in teams of two or more depending on the size of the job. A team leader is assigned to your home. We make every effort to keep the same team leader assigned to your home, but cannot guarantee it. Illness, promotions, days off, vacations, etc., can all result in a change of team or change of cleaners on a team.
When retaining Savels Cleaning Service, you agree not to solicit for hire any staff member, employee, affiliate/associate, franchise owner, or subcontractor introduced to you by Savels Cleaning Service for any residential/commercial-related services during the term of this Agreement and within 180 days after termination of this Agreement. We spend a lot of time and resources finding, interviewing, checking references and backgrounds, and training our team members. They all sign an agreement barring them from performing any residential/commercial-related service for any of our past or present customers. However, if you do wish to employ a staff member directly please discuss this matter with a Savels Cleaning Service’s Member Manager. If you are found to have solicited one of our staff, please be advised that our referral/training fee is BGN 5,000 per hired employee. We consider our employees our most valuable asset and charge accordingly.
We require a major credit or debit card on file to schedule an appointment. We may place a hold (shows as "pending" on some statements) --not a charge-- from the time of scheduling to the time of the cleaning. Your card will be charged after the cleaning is complete. We may charge a BGN 25 late payment fee in the case of a declining card not allowing our usual charge window. The Customer agrees to secure the payment for the price quoted by Savels Cleaning Service in full prior to the Service Time, unless otherwise agreed in advance with Savels Cleaning Service. If no payment has been secure by the Service Time, Savels Cleaning Service will use reasonable endeavors to contact the Customer for payment. In the event that Savels Cleaning Service cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees. Payments may be made via credit card.
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 24 hours after your appointment. We do not take responsibility for damage not reported within this time frame.
Savels Cleaning Service 's 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. Savels Cleaning Service, at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. Savels Cleaning Service will choose the method, manner, and person or persons to perform or supply such repair or replacement.
We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item(s), or artwork, collectibles or family heirlooms valued over BGN 200 and that is not disclosed during the time of making the appointment. These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.
Broken Blinds: customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks. For this reason we do not accept liability on broken blinds.
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.
This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service Time. Savels Cleaning Service may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement.
Our cleaning service does not guarantee your security deposit refund, just in case the stain does not come out of the caulking around the TUB and SHOWER: the caulking will need to be replaced due to it having mold in the caulk. The home or apartment needs to be EMPTY of everything and no trash or furniture to be left behind. If you need it taken out it will be at an extra charge. Property has to be empty, without furniture, boxes, people moving/working, etc. Power, A/C system, & water must be turn on. For liability and health reasons, we do not move heavy appliances. We can clean around them and underneath, to the extent reachable. It is client responsibility to move appliances and put them back if client wants these items to be clean around and under.
We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. We also cannot service homes that have animal waste, human waste, dead animals, and/or anything else that may be a bio-hazard. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas.
Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, rodent, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note, or call you regarding the problem. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items.
We have 2-step ladders which is sufficient to reach most 1st floor windows, ceiling fans, and upper shelves. Generally, we do not climb higher than that - for liability reasons. Our staff cannot clean chandeliers, wet wiping light bulbs, scrubbing of walls, heavy duty/steam carpet or any carpet cleaning, move heavy appliances, move furniture that contains electronics, lift any objects over 10 kilos, prepare meals, provide any pet or children-related services, or empty diaper pails. Again, for liability and health reasons, we do not move heavy appliances and furniture. We can clean around them and underneath, to the extent reachable.
The Customer represents and warrants that: it will provide a safe working environment at the Premises for the Cleaner to perform the Service; the Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; it will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service; it will advise Savels Cleaning Service prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Premises; it is authorized to use the Premises and obtain the provision of Service; if the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelf, or other furniture), Customer will move those items prior to the commencement of the Service; and it will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.