In your busy life, we understand that things come up suddenly. So, if it is necessary to cancel or skip your scheduled service, athens. merely requires a one business day notice. If athens. receives less than two business days’ notice, or if we can not access your home, it will be necessary to charge you the full price of your cleaning. All future cleanings will remain unchanged.
Schedule or service changes can be made through service staff. or directly on portal for schedule changes.
Termination of regularly scheduled cleanings must be in writing.
Recurring service is priced at a discounted rate. Should you choose to cancel recurring service after only one cleaning, please note that our regular One-Time Cleaning charges will apply.
You have a couple of options for providing athens. access to your home:
The athens. preferred and convenient method: you may leave a key to your residence with athens. Your key will be kept safe and secure in our key safe. All keys are coded for security and will never have your name or address attached to them. If you have an alarm system, please give access instructions to your athens. office.
For your safety, we do not return keys by mail. We ask that customers come to their athens. office and present a picture ID before a key will be released.
If it is not possible to leave a key with athens., you may meet the service provider at your residence. Please refer to the Cancellation Policy should athens. be unable to access your home during the preset arrival window.
If neither of the above is possible, please make alternate arrangements with your local athens. office.
Recurring cleanings are scheduled according to our Checklist and priorities discussed when defining your service. One-Time Cleanings are scheduled as standard blocks of time. Every effort will be made to complete your service within the time allocated. Please note that it will take a few cleanings to confirm your ongoing maintenance needs. We ask for your patience while we learn how to best clean your home and assure you that we will move from deep cleaning into maintenance cleaning as quickly as possible.
We strive to have the same staff members clean your home or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, athens. may occasionally provide a replacement cleaning PRO.
If, due to the unique nature of your home, your service providers are unable to complete your cleaning within the amount of time requested, we may call you to ask for authorization to spend more time cleaning your home. We will inform you of additional costs accordingly before proceeding with the work.
To ensure quality service for all valued clients, athens. cannot specify exact arrival times. Arrival windows allow our cleaning PROs to handle all the variables of each day and each home without affecting the promises we make to you.
Service provider(s) will arrive within the following timeframes:
When we have a key to the home, our arrival window is between 9am and 8pm or as requested by you.
When we are meeting someone at the home, we will set a four-hour arrival window between the hours of 9am and 8pm.
Generally, our service providers work in teams of one or two. Please note that, when more than one person is assigned, the quoted time required to complete the job, which was given in labor hours, is reduced. For example, if you were scheduled for a five labor-hour service and two service providers are assigned, the total in-home cleaning time is two and one-half hours.
Since cleaning is a very personalized and subjective service, we need your feedback to help us improve our service. We value your opinions and your feedback is essential for us to serve you better.
Since cleaning is a very personal and human service, we realize that occasionally an area may not be cleaned to your satisfaction. We are unable to offer a refund, but athens. will happily re-clean any area that you are not satisfied with. Just let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make it right.
athens. never requires you to tip, but it is a powerful way to say thanks to your cleaning PRO. Even a personal note from you expressing your appreciation for their service can mean a great deal.
athens. is bonded and insured. Our liability limits are set at a maximum of 10 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 48 hours of service. Key replacement/locksmith fees are paid only if keys are lost or miscoded. There is a $100 per location liability limit for key replacement and/or locksmith services.
athens. uses high-quality, tested, and approved cleaning supplies, including a professional-strength vacuum cleaner with an extra-strong filter, to clean your home. However, if you own special products that you would like to have used on particular surfaces, we are happy to accommodate your request. Please contact our office to discuss prior to your cleaning so we might provide instructions to your PRO.