Service Quality Guarantee
Dynamic Duo Cleaning strives to provide unsurpassed excellence in all of our offered services for our clients. While we do not offer refunds on services that have been provided, if we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have rendered, we pledge to correct the problem at no extra charge.
If we do not receive notice of a problem within 48 hours of the service, or if you decide to correct the problem yourself, we will not be able to fix the problem for you nor will you be compensated for your inconvenience.
If you have purchased a service, we can only guarantee that a service pro will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the service rather than the quality of the service itself, we can only correct the problem if you purchase additional time.
Holidays: Dynamic Duo Cleaning observes New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving, and Christmas day. If your regular cleaning lands on one of these days, we will reschedule you for another day and notify you one week prior to your scheduled service. Weekly clients will have the first choice of rescheduled dates, then Bi-Weekly, then Monthly. If you are out of town or on vacation during a holiday week, please let our office know as soon as possible by emailing us at email@example.com or call us at 952-236-4357 to avoid a cancellation fee.
Newsletters: Occasional newsletter emails are sent to our clients, usually monthly. Our newsletters contain essential updates on holiday closures, snow days, exciting home management tidbits, and information on additional services, etc.
Customer Feedback: Each of our clients has different needs. Please keep us informed of any comments or suggestions you may have. The more specific your feedback is, the better the job our staff and Service Professionals can do for you. If you are not satisfied with the service you received, please let management know of your concerns within 48 hours after the service by emailing us at firstname.lastname@example.org or calling us at 952-236-4357
Products: Dynamic Duo Cleaning provides the products and equipment necessary to clean your home. Our products are Eco-Friendly and entirely safe for your surfaces. If you would like us to use a product we do not carry, then please provide that product, and we will be happy to use it in your home. We cannot, however, guarantee the safety of the products that you offer. For massive build-up or stains, we may request your permission to use a stronger cleaning agent, which may contain toxins. Please ask our office if you would like more specific information on our products.
No Risk booking policy for hourly services: On a first time service, or if it has been over a month since the last service with us, the service will be charged by the hour. For hourly services, the service pros work from a written list of priorities provided by the client and get as much done as possible. Priority lists are typically completed via email. We encourage our clients to over-book rather than under-book the number of hours for the first time or occasional service in case our service pros need more time and we reserve that time for the clients. There is no risk of over-booking because we only charge for the amount of time it takes to do the service. We do have a 3 labor hour minimum per service pro though. The danger in under-booking is that the cleaning may just be partially completed, and our schedule may not allow us to stay longer. Please be as specific as possible on your priority list to ensure your service is fit to your needs.
Same Day Cleaning: We charge $65 per laborer hour, and our minimum is 3 labor hours. We pay our service pros time and a half because of 9 times out of 10, we request one of our service pros to add on an extra job (work later than scheduled) or even come to work on their day off to accommodate a client.
Same Day Carpet & Upholstery Steam-Cleaning: There will be a $65 upcharge to your estimated total. We pay our service pros time and a half because 9 times out of 10, we request one of our service pros to add on an extra job (work later than scheduled) or even come to work on their day off to accommodate a client.
We are happy to customize our services, to fit individual needs: Please communicate these needs to our management staff, and we will be glad to accommodate, as long as the requests are for tasks in which our service pro has been professionally trained. We offer several different types of services tailored to your needs. Below is a list of the tasks performed on each type of cleaning, and how the time is used:
Move-In/Move-Out Cleaning: This service is “deep” cleaning of a home or apartment where there is little or no furniture. Move-In/Out cleaning includes the tasks listed below.
Bathrooms: Cobwebs removed, vents dusted, light fixtures cleaned, ceiling fans cleaned, window ledges dusted, showers/tubs cleaned (calcium/lime/rust removed), toilets cleaned (calcium/lime/rust removed), inside/outside cabinets & drawers cleaned, sinks and countertops cleaned (calcium/lime/rust removed), tile walls cleaned, mirrors shined, towel & toilet paper fixtures shined, light switches & outlet plates cleaned, doors/door frames cleaned, baseboards wiped, trash discarded if any, floors vacuumed/swept/mopped.
Kitchen/Dining: Cobwebs removed, vents dusted, light fixtures cleaned, ceiling fans cleaned, outside of hood range cleaned, inside/outside cabinets & drawers cleaned, exterior of all appliances cleaned, inside/outside of microwave cleaned, sinks and countertops cleaned (calcium/lime/rust removed), window ledges dusted, mirrors shined, light switches & outlet plates cleaned, doors/door frames cleaned, baseboards wiped, trash discarded if any, floors vacuumed/swept/mopped.
Living Spaces: Cobwebs removed, vents dusted, light fixtures cleaned, ceiling fans cleaned, window ledges dusted, mirrors shined, light switches & outlet plates cleaned, doors/door frames cleaned, tops & bottoms of stairs/railings dusted, closet shelves & drawers cleaned, baseboards wiped, trash discarded if any, floors vacuumed/swept/mopped.
Ongoing House Cleaning: This service is for clients who would like us to keep their home clean on a regular basis. After the initial hourly cleaning, we charge a fixed rate for regular service (Weekly, Bi-Weekly or Monthly) called Basic cleaning. Basic cleaning includes the tasks listed below.
Bathrooms: Cobwebs removed, showers/tubs cleaned, toilets cleaned, sinks & counterstops cleaned, areas dusted with minimal knick-knacks, window ledges dusted, light switches & outlet plates cleaned, towel & toilet paper fixtures shined, toilet paper tipped, towels straightened, mirrors shined, trash removed, floors vacuumed/swept/mopped (including area rugs).
Kitchen/Dining: Cobwebs removed, outside of hood range cleaned, exterior of all appliances cleaned, inside/outside of microwave cleaned, sinks and countertops cleaned, areas dusted with minimal knick-knacks, window ledges dusted, mirrors shined, light switches & outlet plates cleaned, trash removed, floors vacuumed/swept/mopped (including area rugs).
Living Spaces: Cobwebs removed, window ledges dusted, mirrors shined, light switches & outlet plates cleaned, general areas straightened, pillows & cushions fluffed, furniture wiped/vacuumed, lampshades & lamp bases dusted, headboards dusted, beds made, trash removed, floors vacuumed/swept/mopped (including area rugs).
Optional Cleaning Services: Our automated system allows us to give an estimate of basic cleaning services which cover the tasks the most substantial majority of our clients expect, as listed above. Additional cleaning services are provided upon request, for an additional charge.
- Change bed linens
- Interior appliances, i.e., refrigerator and oven
- Under the hood range
- Dishes: hand-wash/dry/put away or load/unload/put away
- Dry-dust or wet-wash blinds (we are only equipped to do metal, wood, or faux blinds, no fabric. – We can only dry-dust fabric blinds the best we can
- Interior windows and sliding glass doors
- Carpet Steam-Cleaning
- Upholstery Steam-Cleaning
- Area Rug Steam-Cleaning
- Pet Urine and Odor Removal
- Stain Removal
Service Times: We do our best to be prompt and meet the service time indicated, but traffic and other clients may affect our schedule. If your scheduled service pro(s) is going to be more than 45-minutes late, your service pro or the office staff will contact you. If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 6:30 p.m. Our service pros appreciate your flexibility. When possible, please allow for an open time frame rather than exact arrival time. We do a 2-hour arrival window.
Payment Policy: We accept credit or debit cards through American Express, Visa, MasterCard, or Discover. We charge a 4% transaction fee on Visa, MasterCard, or Discover cards and a 7% transaction fee on all AmericanExpress cards. We as business owners are charged 8% for every transaction on all Visa, MasterCard, or Discover cards and 12% for every transaction on AmericanExpress cards. You are more than welcome to pay cash the day of service to avoid any transactions fees. If cash is not there upon your service pro’s arrival, we will put a hold of the entire amount of services purchased on the credit or debit card that we have on your account.
We do not accept checks for one-time or first-time services, sorry.
Returned Check Fee: Returned checks are subject to a $35 processing fee, and a late payment fee of $25
Any check returned from your bank will be assessed an additional fee of $35, if made right within 3 days of notification. Checks not made right within 3 days are subject to a fine of up to 5 times the value of the check + legal and/or collection fees.
We have a “No payment/No clean” policy: Payment is expected in full the day of service. For your convenience, we will use your credit or debit card on file for your backup payment. If your card on file is declined, we will try to reach out to you for a valid credit or debit card, and if we cannot reach you within 15-minutes, this situation will be considered a same-day cancel, and we will need to reschedule. The same day cancellation fee will need to be paid in advance before scheduling additional appointments.
Late Fee: If your account is paid more than 10 days late for any reason, we charge an automatic $40 administration fee and interest will start accruing after 28 days at the rate of one and a half percent (1.5%) per month and twelve percent (12%) per annum and any other associated collection fees on all overdue amounts. Dynamic Duo Cleaning reserves all rights available under Minnesota law to collect any amounts due and owing under this agreement.
Late Reschedule/Cancellation/Lock-Out Fees: Please understand that unlike other industries such as retail, hairdressers, etc. we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without enough notice. When we schedule your service appointment, we reserve that time for you. Our service pros depend on your job being scheduled for them to make their salary. Cancellations cost them dearly, and we find that if they lose out too often, they quit. You are vital in helping us to retain our excellent staff. We understand that you do not want to see strangers every time we come to visit, and we don’t want to have a continual revolving door of new hires either.
If You Need to Cancel or Reschedule A Service Appointment: Please email us at email@example.com or call us at 952-236-4357 48 hours prior to your scheduled service during business hours (9:00 a.m. – 5:30 p.m. excluding weekends) otherwise, a cancellation/rescheduling fee of 50% of your scheduled service cost will be charged. If you are on our recurring schedule, all reschedules will cause your rate to increase to the next level (for example – If you are a Weekly client and you would like to skip the week of your scheduled service, you will have to pay the Bi-Weekly rate for your next cleaning).
If Your Service Pro Is Locked Out Of Your Home: If your service pro is locked out of your home, there will be a Lock-Out fee of 100% of your scheduled service cost. We charge 100% Lock-Out fees because of the time it takes to drive to a client’s home, service professionals waiting for clients to answer their doors, their phones, reply to the service pro’s text messages, etc., wear and tear on the vehicle, mileage, and the time that was reserved for the client.
Delay in Access: If you insist on a specific time, please be advised that if our scheduling does have any down/wait time that we will try our best to work with you in order to meet your needs, but we may need to charge you an additional fee to cover the time that employees are asked to wait before accessing your home or place of business.
50% Of Late Cancellations/Reschedules/Lock-Out Fees go directly to the assigned service pro.
Health Matters: If you or anyone in your household is sick or has a contagious illness, please let us know 24 hours prior to your scheduled service so that we can take precautions or choose to re-schedule your job. Please note that due to health reasons, we do not clean up blood, vomit, and feces.
Refunds: If you have purchased a service, we can only guarantee that a service pro will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the service rather than the quality of the service itself, we can only correct the problem if you purchase additional time.
Loss or Breakage: Dynamic Duo Cleaning is fully insured, and we provide workers compensation on all our service pros, well beyond the minimum amounts purchased by many house cleaning companies.
PLEASE BE ADVISED WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY, OR THAT WERE DAMAGED BEFORE OUR SERVICE. (Example: heavy pictures hanging from thumbtacks, any type of floating shelves, etc.) Curio or nick-knack items of extreme value, (monetary or sentimental) should be stored in a case behind glass or dusted & cleaned by the owner. All surfaces (i.e., Marble, Granite, hardwood floors, etc.) are assumed to be correctly sealed and ready to clean without causing harm when common cleansers are used. Ask our office for details on insurance limits.
If you have any antiques/heirlooms: We stress to clients that we are careful, but the fragility of those fabrics, woods, threads etc., make cleaning them a risk. If they want us to clean them, they assume the risk.
We need to be able to work freely and without distractions. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others while servicing your home. This includes children and pets. Be advised that if we are subject to distractions that affect our ability to work in our usual fashion or speed, we reserve the right to charge for our extra time spent in the home.
If for any reason an employee of Dynamic Duo Cleaning feels that their safety is in danger enough to leave the job site due to actions by the client, a pet, guests of the clients, or others at the job site, Dynamic Duo Cleaning’s client will remain liable for the full cost of the service purchased.
Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct the damage that is already done to some surfaces. Other items may take a couple of cleanings to look their very best. In cases of extremely cluttered areas or surfaces, we reserve the right to use our prerogative to skip those areas to avoid damaging items or hurting ourselves.
No Solicitation Agreement: When agreeing to services with Dynamic Duo Cleaning you agree not to solicit for hire any staff member introduced to you by Dynamic Duo Cleaning for any related services. If you are found to have solicited one of our staff please be advised that our referral/training fee is $2,500 payable to Dynamic Duo Cleaning immediately upon employing our staff for any services to your home/business + your service pro will be terminated immediately from our employment as they will also be in breach of their own non solicitation agreement.
No representation or warranty made by any other person working for Dynamic Duo Cleaning expressed or implied other than the company owner – Diane and Steve Rohde, which is not specifically set forth herein, shall be binding upon Dynamic Duo Cleaning. Dynamic Duo Cleaning reserves the right to re-evaluate rates and/or change the Service Agreement &/or policies at any time.
Dynamic Duo Cleaning does not allow its employees to take any item(s) of any nature from a client’s home without first having written permission for our office records. This is done for your protection as well as ours. If you choose to give your service pro something (a lamp for example) that you no longer need, please protect them by also sending a note to the office that states that you gave them the item to prevent our staff from receiving reprimands or being terminated.
Referrals – We Love Referrals!
REFER AND SAVE $60! $30 FOR YOU AND $30 FOR THE PERSON BEING REFERRED!
YOUR HOME – OUR WORKPLACE
OSHA requires employers to ensure the safety of all employees in the work environment. In following these requirements, we ask your assistance in helping our staff to have the following as required by OSHA
* Appropriate footwear is expected to be worn at all times where there is a risk of foot injuries from hot, wet, slippery, corrosive, poisonous substances, falling objects, crushing or penetrating actions. Shoes should be enclosed and have non-slip soles.
* Protective gloves, aprons, shields, or other means of protection are provided and required if the employee has potential to be cut or has reasonably anticipated exposure to corrosive liquids, chemicals, blood or other potentially infectious materials.
* Making sure that rooms are well ventilated so that the employee can avoid working with strong chemicals in poorly ventilated rooms.
* Maintaining a proper temperature in the home/workplace. OSHA recommends temperature control in the range of 68-76 degrees Fahrenheit and humidity control in the range of 20%-60%.
* Rest periods- every employee is entitled to 10 minutes of rest time per every four (4) hours or significant fraction thereof. This is paid time.
It’s not hard and these little tips can save you a lot of extra work. Most of the time it’s a lot less than what the customer thinks they should do. They over prepare 7 out of 10 times. We know that you really want to get the best steam-cleaning you can. This is why you go to the extremes and might “over-do it” when you are preparing for carpet steam-cleaning.
When Dynamic Duo Cleaning arrives at your home or business, there are countless times when so much has been prepped. Did it all need to be done? It’s horrible to let customers know this all didn’t need to be moved, so we wrote this instead.
We want you to have the best experience with the least amount of inconvenience. To accomplish this goal, we need your help in doing a little preparation for your cleaning visit…
- Vacuum your traffic areas before we arrive, if possible.
- Remove breakable items such as tabletop lamps and brick‐a‐brack during the cleaning process. Our liability insurance does not allow us to handle these items or to move furniture with breakables in place.
- Remove as many small pieces of furniture as possible, such as dining chairs, ottomans, and small tables from the areas you plan to have us clean.
- Your technician will be glad to help move light furniture at no extra charge, such as dining room chairs. Your cooperation helps us do a better job for you. We also would appreciate the floors to be free of personal items, toys, books, etc.
During the pre‐cleaning inspection, please tell our technician about any cleaning concerns that you may have, particularly those regarding spots or stains. If possible, tell the technician what caused the stain or spot. The cleaning technician assigned to your job is trained in specialized spotting procedures. He or she can evaluate spots and make appropriate recommendations.
Dynamic Duo Cleaning charges additional fees for some services because of added materials, time and labor involved in the process. Some of these add-ons include:
- Excessive buildup of dirt and grime
- Spot cleaning
- Pet Enzyme Treatment aka P.E.T.
Please let your family pets know that our technicians will not bite! We would appreciate mutual consideration! Pets need to be secured or gated away from the area to be serviced. We accept no responsibility for pets getting loose; as your door will be open (to allow for hoses) during your cleaning. We will not enter your home if no one is present and dogs are loose. Please make arrangements for your pets prior to our arrival.
Secure floor length draperies on the windowsill or drapery rod using hangers. This procedure prevents the fabric from directly contacting damp carpets during cleaning and drying, kindly perform this function prior to our arrival.]
Exceptions to these steps would be different if you have animal urine being removed. To make it very clear and without confusion. Please make sure all areas of animal urine are cleared with at least a two-foot radius.
We might need larger areas for different methods of exaction. When Dynamic Duo Cleaning arrives at your house we will help with the details of preparing for carpet cleaning with animal urine. We give it our approval to make sure your items are safe and dry.
Because animal urine is so common, but also so different and unique. Please feel free to contact us with any questions you might have. We have replaced entire rooms of carpet and pad because the urine was that heavy. In most cases following the detailed instructions will make this a quick and enjoyable experience leaving you with the best experience possible.
Terms of Service
We are always happy to add-on vacuuming of carpets for $15 per room up to 150 sq ft.
Any additional sq ft. beyond the estimate is .23¢ per sq ft., Added rooms are $35 up to 150 sq ft., hallways are $15 each, walk-in closets $10 each, steps are $2.50 each, and landings are $5 each.
Any additional sq ft. beyond the estimate for UV Light with Pet Enzyme Treatment is .20¢ per square foot, added rooms are $30 up to 150 sq ft., hallways are $15 each, walk-in closets $15 each, steps are $2.50 each, and landings are $5 each.
We cannot guarantee the complete removal of Coffee, Wine, Blood, Urine, Rust, Ink, Grease, Makeup, Gum, Kool-Aid, Soda, Mud, Wax, etc.
Due to the various degrees of urine saturation, the time span that the urine has been in carpet and past treatments by other cleaners we cannot guarantee Urine Removal 100%. We will however if you feel there is still an odor after we have cleaned, we will come back and inspect with our black light to see if there are any spots that may have wicked up and we will treat and clean that area for half price, just call us back within 48-hours of cleaning.
We offer a 48-hour guarantee after your final walk-through. If we must return after our guarantee has expired, there is an $80 minimum trip fee which covers up to 300 sq ft. of carpet and does not include our Spot Stain Removal or UV Light with Pet Enzyme Treatment.