Service Policies

These policies are applicable to services and products provided by COI Cleaners.

SERVICE TIME

For any reason, if you need to reschedule or cancel your appointment, please contact us via phone / text (888-264-9567) or email (team@coicleaners.com) 24-hours before your scheduled appointment date and time. If we receive your request less than 24-hours prior to your scheduled appointment, you forfeit your deposit.

To cancel recurring appointments or to make changes to your regularly scheduled services, please contact us via phone / text (888-264-9567) or email (team@coicleaners.com) 24-hours before your scheduled appointment date and time.

If our team is unable to access your space, we will notify you via phone, text and/or email. If we are unable to access your space to provide service and/or we do not receive a response from with details on how to access your space to provide space for your scheduled appointment within 15 minutes of your scheduled appointment, your appointment is deemed cancelled (without notification), you forfeit your deposit and will be subject to a $50 cancellation fee. ​

We strive to be punctual and efficient with our services, but we ask that you allot a 15-minute grace period for cleaners to arrive at your location. If for any reason, we will not arrive by the end of the grace period, we will notify you via phone, text and/or email. In rare instances, we may be required to reschedule and/or return at a later time if we gauge that we will not be able to adequately service your space in the time allotted.

SERVICE PRICING 

Cleaning services are estimated and booked at a flat fee based on the following factors not exclusive to living and work space type and size, type of service requested, and length of time required to complete service.

At time of booking, fees for services are estimated based on information submitted at time of booking. If at the time of service, the information provided at time of booking contradicts the condition and/or size of your space and requires a change to complete your service, we will notify you via phone, text, and/or email to approve the change.

If a virtual or on-site assessment is required prior to confirming your booking, you will be notified.

We may decline service to anyone based on any reason allowed under California and federal law. If we must discontinue service at your space for any reason not within our control (including acts of God), your deposit is non-refundable and will be charged for our time in-service.​

SERVICE PAYMENT

​We require a payment method and deposit at the time of booking non-recurring services. For recurring services, you will be automatically charged a deposit for upcoming scheduled appointments, beyond the 24-hour window for changes. 

At the end of your service, you will receive a final invoice indicating the service completed, and we will automatically charge the remaining final balance to the payment type used to pay your deposit. Upon successful payment, you will automatically receive a receipt.

Types of payments we accept: 

  • Credit / Debit Cards 

  • Venmo; our username is coi-cleaners.

If for any reason we are unable to automatically charge your payment method, we will notify you within 24 hours. 

Please let us know if you'd like to tip your cleaning team, and we will send you a separate invoice to do so.

OUR GUARANTEE

​We take pride in our work, but if for any reason you are unhappy with our services, please notify us within 12-hours after your service has been completed and we will do our best to make it right. We will notify you of any areas that are permanently impacted by stains, calcium, rust, paint or other factors, and which we cannot cleanorize.

At the end of each service, you are welcome to do a walk-through to ensure we've met our standards and yours. ​

LIMITATION OF LIABILITY

COI Cleaners will do our best to take care of your property during service. You must disclose to us in an email any and all irreplaceable items, not excluding collectors, heirloom, rare and items that cost over $999.00. We may choose not to service these items. We will not be liable for any items not listed and disclosed to us. 

Prior to booking, you must indicate that you would like trash removal from your space.   

We are not liable for any damages or loss during the cleaning process including items broken or damaged due to normal wear-and tear, or items that have not been properly secured such as wall fixtures and decor, glass objects, treatments, coverings, furniture fixtures and other items. 

We will not accept liability for indirect or direct damage caused by products and equipment that you require us to use. 

We will not be liable for any damages not reported within 24 hours since the date and time your service is completed (as signaled by COI sending you a final invoice). We will consider liability including repair and replacement of cost of an individual item that has been damaged or broken directly by our team. You agree to waive all shipping and tax fees. 

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We can't wait to show you why COI is so amazing!