Service Level Agreement (Residential)

This Service Level Agreement (“SLA” or “Agreement”) is between Linda Soto Cleaning, LLC (“Company”) and the Client identified in this estimate (“Client”).

Scope of Services

The Client seeks cleaning, housekeeping, and/or janitorial services at their residence. The parties agree as follows:

1. Satisfaction Guarantee

• The Company guarantees 100% Client satisfaction.
• The Client must notify the Company on the same day, with photos, if unsatisfied, to allow corrections.

2. Scheduling & Cancellations

• Services will follow a routine schedule for consistency.
• Rescheduling due to unforeseen events is allowed within the same week at no extra charge.
• Weekly cancellations incur fees based on rescheduling; cancellations less than 24 hours before service will incur a $50 fee.
• A two-month lapse in services requires a Deep Cleaning before resuming regular cleanings.
• Cancellations must be made by the preceding Friday.
• Skipped Bi-Weekly Service Policy
• If a bi-weekly cleaning is skipped, the next service will be treated as a monthly cleaning. Additional charges may apply if extra time is needed to complete the cleaning.

3. Access to Residence

• The Client must provide a key or entry instructions.
• If access is not possible, a $50 fee will apply.

4. Service Pricing

• Hourly Rate: $45 per cleaning professional per hour ($135 per hour for a team of 3).
• Team Composition: 2 or 3 professionals will be assigned based on job size and schedule.
• Minimum Fee: $120 minimum fee applies to ensure quality service for smaller tasks.
• Billing:
• Deep cleanings are billed hourly based on time spent.
• Regular cleanings have a flat rate. To ensure fairness, pricing will be reassessed if cleaning takes longer than the initial quote.
• Taxes: Prices are before taxes.
• Annual Increase: The price will increase yearly in September between 3% and 5%, at the company’s discretion, based on the cost of living, maintaining business operations, and ensuring competitive wages for our employees.

5. Payments & Credit Card Authorization

• The Client agrees to keep a valid credit card on file.
• Payments will be processed automatically via Jobber upon service completion.
• Late payments will incur a $25 fee plus $5/day.
• Cleaning supply fees: $30 for deep cleaning and $20 for routine services.

6. Service Policies

• The Company will not answer the door or allow visitors during services.
• The Client must inform the Company if someone enters the residence during services.
• Consistent crews will be assigned whenever possible, with detailed records maintained for seamless transitions if needed.

7. Client Responsibilities

• Preparing for Cleaning:
• To get the best results, the Client is encouraged to tidy and straighten up the residence before the cleaning crew arrives. This allows the crew to focus on cleaning rather than organizing.
• If the Client requests the cleaning crew to organize and tidy the residence, additional time will be required, resulting in increased charges.
• Garbage must be placed in bins; personal items should be removed from floors for efficient cleaning.
• Biohazard materials (e.g., pet/human waste) must be removed before service.
• Furniture over 50 lbs will not be moved.
• Ten microfiber rags/towels must be provided for sanitation.

8. Additional Services

• Additional services must be requested via Jobber by Friday before Friday, including dishwashing, wall cleaning, or garbage disposal.
• Dishwashing beyond 10 minutes will incur a $40/hour fee.

9. Damage & Repairs

• The Company is responsible for damages caused by the cleaning crew and will arrange repairs using its maintenance technician.

10. Non-Solicitation Clause

• The Client agrees not to solicit or hire the Company’s service providers during or within 24 months of service termination.

11. Respectful Treatment of Employees

The company is committed to providing excellent service and treating all clients and staff with the utmost respect. We expect the same level of professionalism from our clients towards our employees. Any form of mistreatment, including the use of offensive language or disrespectful behavior, will not be tolerated. The Company reserves the right to refuse or discontinue service to any client who exhibits such conduct. We value a positive and respectful working environment and trust that mutual respect will be maintained.

12. Acceptance of Agreement

• By accepting the Company’s quote, the Client agrees to the terms of this SLA.
• Quotes are valid for 30 days and are subject to change thereafter.

For additional details on cleaning supplies, visit: https://lindasotocleaning.com/cleaning-supplies2/