Terms and Conditions

These polices are in places to help us deliver exceptional service to All of our clients every visit. Please read through them carefully.

Cleaning Crew

As a solo cleaner, I personally handle all cleaning tasks at your home to ensure the highest quality and attention to detail. As my business grows, I may begin to hire additional cleaners to better serve our clients. In that case, I will aim to maintain consistency by sending the same cleaner for each appointment. However, if circumstances arise where this isn’t possible, I will limit the rotation to no more than two different cleaners.

I prioritize trust and safety; therefore, all cleaners who join the team in the future will undergo thorough interviews and background checks to meet my high standards of integrity and accountability.

Cleaning Day Preparation

At Coco Plum Cleaning, we strive to provide an exceptional cleaning experience tailored to your needs. To ensure our cleaners can focus on delivering detailed and thorough cleaning, we kindly ask that clients spend a few minutes tidying up any clutter or personal items in areas that need attention, such as floors, countertops, and tabletops.

If you prefer our cleaners to handle these tasks, please call Coco Plum Cleaning at 609-946-9777 in advance. We can adjust the service to include our basic tidying and decluttering add-on per room.

Additionally, if you have valuable or fragile heirlooms, please move them to a safe location to prevent any accidental damage. While the ideal cleaning situation is when no one is home, we understand that this isn’t always possible. If you are present during the cleaning, we kindly ask that you minimize distractions to help us work efficiently

Thank you for your cooperation in creating the best cleaning experience possible!

Add-On Services (These Services Are Available For An Extra Charge)

The following services are available for an additional charge:

Detail Clean Inside Oven: We will thoroughly clean the inside of your oven, removing any built-up grease and food debris.
Detail Clean Inside Refrigerator: We will meticulously clean, sanitize, and disinfect your refrigerator’s interior to remove any food particles or remnants, making it look as good as new.
Detail Clean Inside Kitchen & Bathroom Cabinets: We will sanitize and disinfect your kitchen and bathroom cabinets’ interiors, ensuring they are free of food particles and other residues.
Detail Clean Interior Windows & Blinds: We will meticulously clean your window tracks/sills, frames, and ledges, ensuring they’re free of dirt, debris, and pollen.
Basic Tidying & Decluttering (per room): We will neatly place loose items in a designated location and remove any objects that may impede our cleaning process.
Garage or Patio Clean: We will dust, sweep, mop, and vacuum your garage or patio as needed, and perform light tidying and organizing where necessary.

Pets

At Coco Plum Cleaning, we adore pets and know they’re part of your family. While we’re happy to work around them, safety and efficiency are our top priorities. If your pet tends to be energetic, anxious, or protective, we kindly ask that you provide them with a safe, comfortable space during our cleaning visits. This ensures a smooth process for both your pet and our cleaners.

Our cleaners are instructed not to enter a home if they perceive an animal as a safety concern. In cases where an aggressive pet is present, Coco Plum Cleaning reserves the right to remove cleaners from the property, and our cancellation policy will be enforced if necessary.

Thank you for your understanding and cooperation in creating a safe and effective cleaning environment!

Cleaning Service Fees & Price Adjustments

At Coco Plum Cleaning, we aim to provide accurate pricing based on the details provided during booking. However, in some cases, the actual condition of the property may require more time or effort than initially estimated. If this happens, we will contact you to discuss any necessary adjustments. If we are unable to reach you, our cleaners may need to leave, and a cancellation fee may apply.

We also reserve the right to adjust rates if the cleaning time varies significantly from the original estimate, ensuring that the service meets your expectations. Should any changes be required, Coco Plum Cleaning will inform you promptly to discuss pricing or service revisions.

Our commitment is to keep you informed of any rate changes in advance, whether due to evolving service needs or other factors. We strive to deliver outstanding service with clear and fair pricing.

Payments

To reserve your cleaning date and time, we require a credit card on file. However, we do not charge your card until after the service is completed. You can securely enter your information via the link we’ll send. This credit card hold is necessary to secure your appointment and ensure a seamless booking process.

You have the flexibility to choose your preferred payment method—be it cash, Venmo, Zelle, PayPal, or Cash App—upon receiving the invoice. Rest assured, your card will only be charged if the chosen payment method is unavailable at the time of service.

Having a payment method on file allows for quick and seamless service and saves you from re-entering your payment details after each job. You will automatically receive a receipt via email for each completed job that you’re billed for, and you can also view any paid invoices in the Client Hub (client portal) by clicking the link we will send you via email and/or phone number.

If you prefer to pay with cash, Venmo, Cash App, Zelle, or PayPal at the time of cleaning, we’ll include those options in your invoice. However, a card on file is still required in case the alternate payment method isn’t provided. After the service is completed, you’ll receive your invoice via email or text message, which will include options for payment. Just let us know what works best for you.

Refund Policy

At Coco Plum Cleaning, we are dedicated to providing the best possible service. While we do not offer refunds, we stand by our work with a Satisfaction Guarantee. If you are not completely satisfied with any area of your home, please contact us by phone or email within 24 hours of your service, and we will return to re-clean the missed areas at no additional cost.

To ensure a prompt response, please provide photos of the areas in question to our email at cocoplumcleaning@gmail.com. We will coordinate a correction service within 3 days to one week. If we are not contacted within the 48 hour window, the right to a free reclean will be forfeited.

It is important that someone is present during the reclean to verify that all areas meet your satisfaction.

Recurring Service Discount

Recurring discounts apply starting from the second cleaning service. If you skip cleanings such that your cleaning frequency drops below the initial setup, your price will increase to match the lower frequency rate. Should you miss three or more consecutive scheduled cleanings, your next cleaning appointment will be priced according to our deep clean rates.

Rate Increases

Clients’ cleaning rate adjustments can be made anytime during the year in case of changes to the frequency of their established service schedule or living situation. These changes could include a remodel, change of address, change in the number of people living in the home, or a significant addition of furniture, among others.

The customer’s rate might be increased annually by an amount not exceeding 8% of the client’s current rate.

Lockouts

The client is responsible for providing Coco Plum Cleaning personnel access to the service location on the scheduled service day. If our team is unable to enter the client’s home, we will attempt to contact the client to arrange entry.

However, if we cannot establish contact within 30 minutes of the team’s arrival, the scheduled cleaning will be canceled. The client will then be charged a $75 late cancellation fee. This fee is necessary to compensate our cleaners for unexpected lost revenue and travel time. To avoid this fee, please provide us with a method (key under mat, access code, etc.) to access the service location.

Rescheduling & Cancellations

At Coco Plum Cleaning, service reliability is extremely important to us. We reserve a specific time slot just for you, so we kindly ask for a minimum of 48 hours’ notice for any cancellations or rescheduling. This helps us keep our schedule balanced and fair for all clients.

We understand that life happens, and we aim to be as understanding as possible. However, exceptions can only be made for the first occurrence. After that, a $75 late cancellation/rescheduling fee may apply if sufficient notice isn’t given.

We truly appreciate your support and look forward to continuing to provide our warm and professional service.

Right to Refuse Service

Coco Plum Cleaning reserves the right to deny or terminate service for safety concerns, inappropriate situations, the presence of weapons on the premises, severe clutter, or disconnected utilities. As a solo cleaner, if I encounter an extremely unsanitary environment or feel unsafe during a cleaning appointment, I may choose to leave the premises.

In the event that a cleaning is booked under unreasonable conditions, I reserve the right to refuse service on the spot, and a cancellation fee may apply.

Alarm

If your home has a security system, please ensure it is turned off. Alternatively, provide us with the code and usage instructions. If the code changes, notify us to prevent a lockout charge.

Use of Homeowner’s Vacuum

If you request us to use your vacuum, please note that we will not accept any liability for damage to the unit. As we are not responsible for its maintenance, we won’t be accountable for any repairs. This is crucial to understand because if the vacuum is not functional when we arrive to clean your home, we won’t be able to vacuum any carpet or hard floor surfaces.

Cleaning Supplies

We supply the equipment and products necessary for a thorough home cleaning. If you prefer us to use only green cleaning products, please inform us before we start the service.

Should you want us to use your cleaning supplies, please note that we cannot be held responsible for any damage associated with these products. In such cases, we kindly ask that you have the cleaning chemicals and supplies ready so we can conduct our service as efficiently as possible.

Items We Cannot Clean

Mold removal is a specialty, and we cannot assume liability for any mold-related risks in clients’ homes.
We do not clean homes affected by hoarding or areas containing any animals or human body fluids, including blood, feces, vomit, cat litter boxes, bird cages, urine, or other excretions.

Unreachable Areas & Heavy Items

For safety and liability reasons, our employees cannot climb higher than a 2-3 step stool ladder. They also cannot move objects heavier than 35 pounds. If you want areas behind heavy objects cleaned, please move these objects prior to the cleaning session.

Breakage/Damage & Loss Policy

While rare, the possibility of breakage or damage during cleaning exists. Our cleaners take reasonable care while cleaning your home, and we have insurance for any damage or breakage caused by our team.
However, we do not assume liability for damage resulting from normal wear and tear, improper installation of items in your home, or for artwork, collectibles, and family heirlooms not disclosed during the booking process.

This includes, but is not limited to:

Artwork, Collectibles & Family Heirlooms: These irreplaceable items are often expensive. Please inform us of their presence before we start our service and provide instructions on how to handle and care for them.

Please notify us within 24 hours of any breakage or loss of personal items. We will attempt to replace the item identically, but this is not always guaranteed.

Cleaners Arrival Window

We aim to minimize drive time by strategically scheduling our cleanings, which helps us maintain low prices and avoid trip fees. While we strive to accommodate specific time requests, we cannot guarantee them due to the unpredictable nature of our business, traffic jams, weather, and mechanical issues.

Please allow us the flexibility to schedule our cleaning anytime between 8:00 am and 5:00 pm. We typically do not start more than 30 minutes earlier or run more than 60 minutes later than the scheduled appointment time. If we are running late, the Coco Plum Cleaning will contact you via call or text.

Holidays

Coco Plum Cleaning is closed for business on certain holidays. If your scheduled day falls on a holiday, we will contact you to reschedule. The following holidays will be observed:

Independence Day
Thanksgiving
Day After Thanksgiving (Black Friday)
Christmas Eve
Christmas Day
New Year’s Eve
New Year’s Day

Inclement Weather

We will close for business if adverse weather conditions make it unsafe for our cleaners to travel to and from jobs within our service area. The safety of our cleaners is our highest priority.

Key Release

If the client decides to leave a door unlocked or places a key under a mat or in any other unsecured location for cleaners to gain entry, Coco Plum Cleaning will not be responsible for any damages or theft occurring in the client’s home

Social Media Release/Quality Control

At Coco Plum Cleaning, we prioritize quality and transparency. As part of our commitment to delivering the best service possible, our cleaners may take before and after photos of the areas we service. These photos are strictly for internal use to verify the condition of your home prior to cleaning and to assess the quality of our work once completed.

For advertising purposes, we reserve the right to use before and after photos of our work. Rest assured, we will never include personal, identifying, or valuable items in these photos, nor will we mention your name or any private details. Your privacy is of utmost importance to us, and all images will be used in a manner that respects your confidentiality.

If you have any concerns about this process, please feel free to let us know, and we will be happy to accommodate your preferences.

Governing Law

Any claim related to the Coco Plum Cleaning website will be governed by the laws of the State of New Jersey, without considering any conflict of law provisions.

We have made every effort to ensure our website is useful, informative, helpful, and honest. We hope we’ve achieved this, and welcome any feedback for improvements or changes that could make finding the information you need even easier.

Coco Plum Cleaning reserves the right to change these terms of service at any time without prior notice to you.

By hiring us and engaging in our services, please note that you have agreed to our Terms and Conditions

At Coco Plum Cleaning, I take personal responsibility for my team’s actions. Our policies are designed to mitigate risks and ensure fairness, not to avoid accountability. Any unresolved incidents will be personally reviewed by me to ensure the fairest resolution possible. Your satisfaction is of paramount importance to us, and we are committed to resolving any issues to your contentment. Please don’t hesitate to reach out if you require further clarification regarding any of our policies. We’re always here to support you. Understand that entering someone’s home is a deeply personal and emotional task, and we treat it with the utmost care and respect. In the event of a misstep, your communication is invaluable to us. We’re dedicated to resolving any concerns promptly and effectively. Thank you for entrusting us with your home, your most valuable possession.

Terms and Conditions