Arrival Time
We reserve the right to arrive for scheduled appointments within 1 hour of the scheduled time provided in the confirmation, to deal with the unpredictability of traffic, parking and other surprises.
Reminders
Reminders serve as our primary communication channel for important updates. Please stay attentive to these notifications to ensure you're always informed of the latest changes and critical information.
We kindly remind you to regularly check your reminders regarding your bookings and appointments. Schedules can sometimes change, and staying updated will ensure that you do not miss any important information.
24-h Satisfaction Guarantee
Your SATISFACTION is our #1 priority. In the event that you are dissatisfied with the service or if the service was not performed as agreed, please notify TB Cleaning via WhatsApp or by direct phone call within 24 hours of the conclusion of the service. We will promptly return to ensure the cleaning meets your and our standards.
Same Cleaner Request
Recurring Appointments
We know how important it is to build rapport with the people working in your home. Especially if they’re coming weekly, we do our best to keep you with the same cleaner(s) as much as possible. For recurring appointments, we’ll try and send the same team every time unless instructed otherwise.
In cases where the usual team isn’t available, we’ll communicate in our reminder emails that a new cleaner(s) will be arriving. That way, you and your family aren’t caught off-guard and know to expect a new happy face from TB Cleaning.
With that, we ambitiously want our cleaners to be available every time. However we do work with human beings. That being the case, they take vacations, get sick, or sometimes switch careers. It require additional scheduling efforts and assurances for customer preferences.
If we do need to switch the cleaner for any reason and we’re unable to connect with you via text, phone, email, or if it’s a soft request (Example: “Please, send Evelyn if she’s available.“), we’ll assign the best cleaner(s) we have on our roster at the requested date/time.
The good news is that our cleaning professionals are highly vetted, world-class cleaners you know you can trust, and our 24 hours guarantee always applies.
One-Time/Monthly Appointments
If there are cleaner(s) you’d prefer, make sure to request them in the notes, so we’re aware of the preference.
Our cleaner(s) stay very busy, so it can be challenging to keep the same cleaner(s) working on jobs that aren’t on a regular schedule like bi-weekly, or weekly. That said, we’ll do our best to put them on the schedule but won’t be able to guarantee anyone cleaner(s) will be available at the chosen date/time.
In those cases, as long as we’re made aware of the preference, we’ll do our best to communicate a time that will work for both parties. In cases where we’re unable to connect via text, phone, email, or if it’s a soft request (Example: “Please, send Linda if she’s available.“), we’ll assign the best cleaner(s) we have on our roster at the requested date/time.