Service Agreement

Contact us by email at info@dynamicduo.cleaning or by phone at (952) 236-4357

Customer Feedback

Each of our clients have different needs. We send a follow-up email after the completion of each service asking you how satisfied you are with our services. 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.

48-Hour Guarantee

Dynamic Duo Cleaning strives to provide unsurpassed excellence in all of our services! We do not offer refunds on our services, but we do provide all customers with our 48 Hour Guarantee. All we require is prompt email notification within 48 hours after the completion of service and we will return to examine the problem. If we do not receive notice of a problem within 48 hours after the completion of 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.

Final Walk-Through

Before we leave, we want to make sure that you are completely happy! We will perform a final walk-through with you for quality assurance. During the final walk-through, let us know if we missed something. Do not hesitate to point something out to us! If you are not home, we’ll contact you about 30 mins – 1 hour before we leave. If you are unable to make it for the final walk-through, our 48-hour guarantee will be voided but we still want to know how we did! Please contact us to let us know your thoughts.

Last-Minute Reschedules

If we happen to reschedule your service at any time, we will credit your account $20 for the inconvenience. Last-minute reschedules can happen because of a sick Service Professional, car problems, family emergencies, etc. Thank you for your understanding!

Newsletters

Our newsletters contain special promos, essential updates on holiday closures, snow days, exciting home management tidbits, and information on additional services.

To receive special promos and updates, join our mailing list! Just send your email address via text message. Text: DYNAMICDUO to 22828 to get started.

Referrals – We Love Referrals!

REFER AND SAVE $60! $30 FOR YOU AND $30 FOR THE PERSON BEING REFERRED!

We are confident you will love the look and feel of your home so much you will want to refer your friends and family! With our Referral Program, we want to make it easy and of course, rewarding to you!

Earn $30 in Dynamic Duo Cleaning credit for every person you refer to us!

Follow these 3 simple steps to earn rewards:

  1. Refer Dynamic Duo Cleaning to a friend or family member.
  2. Ask them to drop your name in the “How did you hear about us” section while making a booking.
  3. Your friend will receive $30 off their booking once it’s complete and a $30 credit will apply to your next booking!

Disclamier: You must have an account with us to receive $30.00 off your next booking.

Contact us by email at info@dynamicduo.cleaning or by phone at (952) 236-4357

Our Cleaning Products

Dynamic Duo Cleaning offers versatile Eco-Friendly and conventional cleaning supplies and HEPA-Certified equipment necessary to clean your home. If you prefer 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 or the results of the products that you offer. If any of the products you carry contain chemicals, we require to obtain the SDS (safety data sheets) so that our we are fully aware of the risks of the cleaning agent(s) you provide.

Please ask our office staff if you would like more specific information on our products.

How Our Pricing Works

For residential homes, we base our rates on the cleaning package that you choose, the frequency of your cleanings, the square footage of your home, the number of bedrooms and bathrooms, and the average amount of build-up.

Hourly Services

Our minimum for Hourly Services is $150 per Service Professional which covers up to 3 labor hours of cleaning/organizing. We charge $50 per additional laborer hour thereafter if more time is needed or if you would like us to stay longer.

During Hourly or Organizing Service, we will work from a list of your priorities and complete as much as possible within the time that you purchase. Please be specific as possible with your priority list so we can determine an estimated amount of time to complete the service. Priority lists need to be sent to us via email at info@dynamicduo.cleaning

We encourage our clients to over-book rather than under-book the number of hours for their first service or occasional service in case more time is needed to complete the service. The danger in under-booking is that the service may just be partially completed, and/or our schedule may not allow us to stay longer.

Same-Day Service

There will be an extra charge of $65 if you need same-day service.

Nine times out of ten, we request one of our Service Professionals 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 we serve. 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.

Deluxe Cleaning

We recommend this service for furnished homes that have not been professionally “deep” cleaned in 3+ months. Deluxe cleaning is also utilized best before starting with our Basic recurring services that way heavy build-up is removed and then do a general cleaning during the Basic cleaning. Deluxe cleaning is also great for a fresh, Spring cleaning or cleaning before your guests arrive for the holidays.

Deluxe cleaning package: https://dynamicduo.cleaning/our-services

Basic Cleaning

This service is perfect for clients who would like us to do a one-time “light” cleaning of their furnished home. We offer Weekly, Bi-Weekly, Tri-Weekly, or Monthly recurring cleaning services, and provide frequency discounts on each of them. We do not require contracts – We believe in earning your business, not forcing it!

Basic cleaning package: https://dynamicduo.cleaning/our-services

Move In/Out Cleaning

This service is a “deep” cleaning of an unfurnished home and the customer is moving in or out of the home. Moving is already stressful enough so let us take care of the cleaning!

Move In/Out cleaning package: https://dynamicduo.cleaning/our-services

Below, you will see our Extra services. You have the option to add on any of these extra services with your cleaning package.

Extras

  • Heavy Duty (needed for beyond average build-up)
  • Inside Refrigerator
  • Inside Oven
  • Inside Dishwasher
  • Linen Change (furnished home)
  • Clean Dishes (furnished homes)
  • Spot Wall Cleaning
  • Inside Window Cleaning
  • Window Track Cleaning
  • Dry-Dust Blinds
  • Wet-Wash Blinds
  • Eco-Friendly Products Only

Specialized Services

  • Carpet / Upholstery Steam-Cleaning
  • Area Rug Steam-Cleaning
  • Pet Enzyme Treatment & Deodorizer W/ UV Light for Carpet or Upholstery
  • Stain Treatment for Carpet or Upholstery
  • Stain Guard by Maxim™ Advanced
  • Residential & Commercial Construction Clean-Up
  • Airbnb / VRBO Cleaning
  • Commercial One-Time & Recurring Services
  • Organizing

Contact us by email at info@dynamicduo.cleaning or by phone at (952) 236-4357

Reschedule / Cancellation Policy

Please contact us at least 72 hours prior to your scheduled service during business hours from 8 AM – 5:30 PM (excluding weekends and holidays). If a booking is rescheduled/canceled in less than 72 hours, a 50% cancellation fee of the scheduled service cost will be charged.

Same-Day Cancellation Policy

Please contact us immediately. If you cancel the day of your scheduled service, there is a cancellation fee of 100% of the scheduled service.

Delay In Access / Lock-Out Policy

If we are locked out of your home, we will contact you immediately. We will only wait for your response for 30 minutes. We charge from arrival to departure in 15-minute increments. If we do receive a response from you within 30 minutes, the time that we wait to access your home will be counted towards the scheduled service time. If we do not receive a response from you within 30 minutes, we will leave and there will be a lock-out fee of 100% of the scheduled service cost.

If you are charged a cancellation/lock-out fee, you will not be refunded even if you want to reschedule for a different day.

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, we reserve that time for you. We must adhere strictly to our cancellation policies to prevent lost wages. We look forward to the scheduled hours. Cancellations cost us dearly, and we find that if we lose out too often, our Service Professionals 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.

Service Times

We have an estimated two-hour arrival window. Please allow for an open time frame rather than an exact arrival time. We do our best to be prompt and meet the service time indicated but the unpredictability of traffic, parking, and other surprises may affect our schedule. If we are going to be more than 45 minutes late, we will contact you. If no arrival time is indicated, please contact us. Otherwise, the service will be completed between the hours of 8:00 a.m. and 6:30 p.m. We appreciate your flexibility!

Preparation Before Our Arrival

Basic Cleaning: This service is performed for fully furnished homes. Please ensure that your home is picked up before our arrival i.e. surfaces are cleared from toys, clothes, trash, dishes are cleared from the sink, etc.

Deluxe Cleaning: This service is performed for fully furnished homes. Please ensure that your home is picked up before our arrival i.e. surfaces are cleared from toys, clothes, trash, dishes are cleared from the sink, etc.

Move-In/Out Cleaning: This service is performed when you are moving in or out of a home and the home is completely empty. Please ensure all cabinets/drawers are empty. All trash needs to be removed from the home. We will clean around any furnishings left in the home.

Carpet/Upholstery Steam-Cleaning: Preparation and important information mentioned in the next tab.

Once We Arrive

Any work performed outside of the service package that you choose such as de-cluttering or organizing will be charged at our Hourly Service rate of $50 per Service Professional with a minimum of $100 (depending on condition) before starting the original scheduled service. This applies to any situation, which would prevent us from initiating the cleaning process at arrival. If you do not approve of the extra charge, we will do our best to clean around cluttered areas otherwise, your service will be rescheduled. Other areas/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.

Regarding Your Quote

Your quote is based on of the average amount of build-up. If your home has beyond an average amount of build-up, we will need more time than stated in your original quote. The Heavy Duty add-on service will need to be added on to complete the service. We will be performing a “heavier” cleaning in the areas listed under the cleaning package that you originally scheduled.

Hourly Services

Our minimum for Hourly Services is $150 per Service Professional which covers up to 3 labor hours of cleaning/organizing. We charge $50 per additional laborer hour thereafter if more time is needed or if you would like us to stay longer.

During Hourly or Organizing Service, we will work from a list of your priorities and complete as much as possible within the time that you purchase. Please be specific as possible with your priority list so we can determine an estimated amount of time to complete the service. Priority lists need to be sent to us via email at info@dynamicduo.cleaning

We encourage our clients to over-book rather than under-book the number of hours for their first service or occasional service in case more time is needed to complete the service. The danger in under-booking is that the service may just be partially completed, and/or our schedule may not allow us to stay longer.

Capping Your Service

If we need more time than what was originally estimated, we will let you know. If you do not approve of the extra time, you are then capping your service. We cannot guarantee everything will be completed and to your standards in the estimated amount of time. Therefore, if the problem involves the time needed to complete the service, rather than the quality of the service itself, we can correct the problem only if you purchase additional time.

Pets

We love pets but sometimes, pets don’t love us. If your pet becomes aggressive, we ask that you kennel your pet or put your pet in a spare room/area. Please let us know which room/area your pet will be in.

We are not responsible for loose pets nor letting your pets inside/outside.

Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others or pets while servicing your home including children. 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. We need to be able to work freely and without distractions.

Final Walk-Through

Before we leave, we want to make sure that you are completely happy! We will perform a final walk-through with you for quality assurance. During the final walk-through, let us know if we missed something. Do not hesitate to point something out to us! If you are not home, we’ll contact you about 30 mins – 1 hour before we leave.

48-Hour Guarantee

If you happen to notice we missed something after your final walk-through, please contact us within 48 hours after the completion of service. If we do not receive notice of a problem within 48 hours after the completion of 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.

Refunds

We do not offer refunds on services that already have been completed. However, if we receive prompt notification within 48 hours after the completion of service, we will examine the problem. If the problem involves the quality of service we have rendered, we pledge to correct the issue at no extra charge.

Payment Policy

We require a credit/debit card to reserve your booking.

There is a 4% transaction fee on Visa, Mastercard, and Discover cards and a 7% transaction fee on American Express cards.

For one-time or initial services, you can pay with cash (not check) the day of service to avoid the transaction fee. A hold will be put on your card for the entire estimated amount at least 72 hours prior to the scheduled service to confirm payment. The hold will be released if you’re paying with cash. A receipt for the completed service will then be sent via email.

If you confirm a recurring service after your initial cleaning is complete, you can then pay with a check, cash, or credit card.

Taxes

We cover the tax of 6.87% for our residential customers and we charge 6.87% of tax for our commercial customers.

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

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 three days of notification. Checks not made right within three days are subject to a fine of up to 5x the value of the check + legal and/or collection fees.

Credit Card Chargebacks

You agree that you will not chargeback any credit card or debit card payments made to Dynamic Duo Cleaning for any reason. You must notify Dynamic Duo Cleaning in writing via email of any item in dispute within 48 hours of service completion/delivery date. Dynamic Duo Cleaning will make all attempts to validate your dispute in accordance with company policy, guidelines, rules or management discretion. If Dynamic Duo Cleaning accepts the claim, a credit will be issued back to your Dynamic Duo Cleaning account or credit your card back for the accepted claim and accepted claim amount. Dynamic Duo Cleaning has the sole discretion to accept any customer dispute claim. Under the terms of service agreement with Dynamic Duo Cleaning, you accept waiving your credit card chargeback rights for any disputes surrounding the services charged by Dynamic Duo Cleaning. This terms of service agreement herein you also authorize your credit card company or debit card bank and/or Dynamic Duo Cleaning to reverse any chargebacks made by you the cardholder or account holder at any-time as part of your chargeback waiver. At any time, you may contact Dynamic Duo Cleaning or go online to your account and remove your credit card or debit on file as your form of payment. If you decide to file a dispute with your credit card for a service we provided or any applicable fees within our service agreement and a chargeback is successful, we will pursue the matter in small claims court which will include the fee, plus court costs, and all other time-related expenses.

Health Matters

If you or anyone in your household is sick or has a contagious illness, let us know in advance so that we can take precautions or choose to re-schedule your service. Please note that due to health reasons, we do not clean up bodily fluids i.e. blood, vomit, feces, etc.

Loss or Breakage

Dynamic Duo Cleaning is bonded and insured and we provide Workers Compensation for all of Our Service Professionals, 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 ARE ALREADY DAMAGED BEFORE OUR ARRIVAL i.e. antiques, heirlooms, heavy pictures not adequately hung, floating shelves not properly secured, etc.

Items of extreme value (monetary or sentimental) should be stored in a case behind glass (curio or china cabinet) and 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 antiques/heirlooms we stress to clients that we are careful, but the fragility of these certain materials makes cleaning them a risk. If you want us to clean any fragile materials, you assume the risk.

Our Safety

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 your home or business being in unsafe conditions or due to actions made by the client, a pet, guests of the client’s, or others at the job site, Dynamic Duo Cleaning’s client will remain liable for the full cost of the service purchased.

No Solicitation Agreement

When agreeing to services with Dynamic Duo Cleaning you are agreeing 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. The Service Professional 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 and/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 from the client for our office records. This is done for your protection as well as ours. If you choose to give your Service Professional something that you no longer need, please protect our pro 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.

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.

Carpet and upholstery preparation is 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. 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…

  • Thoroughly vacuum the areas/pieces requested for steam-cleaning before we arrive, if possible. This includes using a crevice tool on your upholstery and/or along with the trim work of the carpet. Vacuuming before a professional steam-cleaning will remove 40% of soil and dust and so the results of your steam-cleaning will be better. Any steam-cleaning with dirt and dust embedded in the carpet will damage the fibers and the top layer. If you are unable to vacuum before we arrive, give us a call at 952-236-4357 or email us at info@dynamicduo.cleaning to add on vacuuming service.
  • 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.
  • 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 that is 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. During the pre‐cleaning inspection, please tell our technician about any cleaning concerns that you may have, particularly those regarding pet 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. What’s Included In Our Steam-Cleaning: We use the most advanced hot water extraction (steam-cleaning) with Pre-Treatment of General Soiled Areas and Deodorizer Applied. We provide Eco-Green® product which is soap-free leaving behind absolutely no residue! The unique low flow technology in our powerful cleaning machine leaves your carpet ready for use in at least 24 hours. Extra Cleaning

  • Excessive build-up of dirt and grime – If your carpet/upholstery has not been well-maintained and/or it has not been professionally steam-cleaned in at least 1 year, we will charge you our hourly rate for the extra amount of hours spent cleaning your carpet/upholstery.
  • Spot Treatment – We offer many different treatments for stains. Your Carpet Technician will look at the stain to determine which Spot Treatment solution will work best to remove or reduce the appearance of the stain. The more we know about how long the stain has been sitting, what type of stain it is, and how it got there, will help us determine which solution will work best.
  • Pet Enzyme Urine Treatment W/ UV Light & Deodorizer – You can learn more about our Pet Enzyme Urine Treatment here.
  • Stain Guard by Maxim™ Advanced for Better Protection – You can learn more about our Stain Guard here.

Pricing 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 .30¢ per sq ft., Added rooms are $45 up to 150 sq ft., hallways are $15 each, walk-in closets $15 each, steps are $2.50 each, and landings are $7.50 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 $7.50 each. Terms of Service 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 the 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 a $99 minimum trip fee which covers up to 300 sq ft. of carpet and does not include our extra services outside of Pre-Treatment Of General Soiled Areas, Super-Heated Steam-Cleaning, & Deodorizer Applied.