Policies & OPERATION STANDARDS
Policies
Payment for Services: OWTO Service Group requires a 100% deposit on all jobs under one thousand dollars in total. We also require a full payment from out of town clients. Jobs over one thousand dollars will be required to pay 50% down and 50% upon completion. You will be required to keep a credit card on file unless you pay 100% upfront. Your card will be charged upon completion. We offer several convenient ways for you to pay...
OWTO Service Group Gladly accepts payment in the following forms:
-Bank Transfer(Most Popular)
-Cash
-Personal Check (Please make checks payable to (OWTO SERVICE GROUP) $30 fee for all returned checks. We only accept checks drawn off local banks or credit unions.
-Business Check or Certified Check
-ALL Major Credit Cards
-Venmo
-PayPal
Rescheduling: You may reschedule your appointment for a different day within 2 weeks of your original date, subject to availability, with at least 48 hours' notice. Appointments not rescheduled within 48 hours will be subject to a surcharge of 50% of the total job cost to offset the cost of setting up a lost appointment. Deposits are non-refundable. Once we book you, we turn away potential clients for that time frame to ensure we can serve you our best work. All appointments will be booked after your deposit is paid or the job is prepaid in full. We do not offer refunds, once the job is booked and the deposit is paid.
Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied, that is why we offer a 24-hour guarantee. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you. There are no refunds on cleanouts.
OWTO Service Group reserves the right to deem a job as complete when all contractual obligations have been completed to our high level of standards according to company policies.
Illness: If you or anyone in your family gets a contagious illness, please be considerate of everyone and call to reschedule your appointment for after the illness is gone. We will work with you and will be flexible with rescheduling and in most cases we will waive rescheduling fees.
Extra Services: If you require extra services or additional cleaning on your scheduled cleaning day, please contact us 48 hours in advance so we may allow the extra time and/or employees needed at your home or business. We will also update your invoice after we give you a quote for the additional services and you accept our bid. Our employees call the office with any discrepancies or deviations from the signed job form. Please read your job scope carefully before accepting our bid to ensure all necessary projects were listed.
Environment: To help us properly clean your home we will need access to water, electricity, and climate control of a minimum of 60 degrees and a maximum of 75 degrees to ensure the safety of our employees and to ensure proper drying and setting of different procedures. Temperatures that are outside these parameters will cause slowdowns which may lead to additional charges. Cleanouts may not be held to these standards depending on many factors.
Weather: Please make sure your home is safely accessible at all times. Please make sure there is no snow, ice, or excessive leaf build-up that could cause slips or accidents. If your home is inaccessible when we arrive it will be considered as a last-minute reschedule and your deposit will be forfeited. A new deposit will need to be made to reschedule.
Damage: Please make note of any damage before our arrival. If we find any damage we will take a picture of it and note it on your account. We are not responsible for pre-existing damage, hanging items and shelves that have not been properly secured to the wall, or damage due to our cleaning products used that may react to your choice of cleaning products. Please inform us of your cleaning chemical request before our service date. Please point out items that are irreplaceable or sentimental so we may avoid these items entirely. We are not responsible for improperly mounted TVs, shelves, or any other wall hangings.
Holidays: We are closed the following holidays to spend time with our families. We do not offer services on the following days of the year. Memorial Day, Independence Day, Thanksgiving Day, Christmas Eve & Day, and Easter Sunday.
Arbitration: By choosing OWTO Service Group you agree to settle unresolved complaints and disputes through a reputable arbitration company within 15 miles of Binghamton, NY. All claims should be filed as soon as you feel we have not resolved the issues with your service efficiently. We try to resolve all complaints quickly and effectively. We are always willing to be helpful within reason to all our clients. Please call 607-239-1623 with any questions or inquiries.
