Service Level Agreement BETWEEN SILVA CLEANING SERVICES AND CLIENT


There is no term to this agreement between the client or Silva Cleaning Services. You may cancel your cleaning service at any time.

Silva Cleaning Services also reserves the right to cancel the service provided at any time. We strive to provide the most professional cleaning service. All the professionals are bonded and insured and have been thoroughly trained in the proper use of all products and equipment.

Silva Cleaning Services will provide a vacuum cleaner, cleaning rags, and basic cleaning products. The client should provide a toilet brush and any specialized cleaning supplies or equipment as well as instructions for their use.


CONDUCT: Our employees will be respectful and will not smoke, eat or drink, while in your home, nor do they watch TV. Their only purpose while in your home is to clean.


PETS ESCAPING FROM THE HOME: We cannot be responsible for pets that “escape” when our cleaners are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaners can be on alert when they open doors. Our cleaning professionals are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.


EQUIPMENT AND SUPPLIES: We provide basic cleaning supplies and equipment including vacuums and cleaning products. If you have a specific product you want used, please call our office or alert your QA so your profile can be notated.


ARRIVAL TIME: Cleanings are scheduled in an order that requires the least amount of drive time for each team. This means the exact time of your cleaning may differ each time. If you require an AM or PM schedule, we will make every effort to accommodate your request however no times are guaranteed.


SCHEDULING: Scheduling changes can result in the following:

  • PRICE CHANGES: The price for your recurring service is based on time between cleanings. We offer the following recurring price categories:

    • Weekly (Once a week)

    • Bi-Weekly (Every two weeks but no more than three weeks since the last cleaning)

    • Monthly (Every four weeks but no more than five weeks since the last cleaning)

    • Occasional (Six weeks or more since the last cleaning)

  • Rescheduling your cleaning can result in the cost of your service being less than, more than or the same as your last cleaning. Time will be considered for vacations when the home is not occupied.

    • Example 1: A Bi‐Weekly client who skips a cleaning, creates a four‐week interval between visits and the applicable (higher) monthly rate will apply to the next cleaning.

    • Example 2: A Bi‐Weekly client who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “Weekly” rate for the next 2 cleanings as there will be a one‐week interval between both cleanings.


CLEANING FEE INCREASES: Silva Cleaning Services reserves the right to re-evaluate rates at any time based on the time required to perform our service to meet the client’s standards. We will monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs drastically from the original bid. We reserve the right to adjust the estimate after the job is completed.


PAYMENT POLICY: Payment is due in full on the day of the cleaning.

  • Credit Cards: If you choose to pay by credit card, a 3% convenience charge will be added to your cleaning fee.

  • Refunds: Since cleaning is a very personalized and subjective service, we cannot offer refunds to clients. If you are not happy, we will come back and re‐clean any areas free of charge according to our 100% Satisfaction Guarantee (i.e. noticed within 24 hours of cleaning).

  • Service fee for returned checks: Checks returned for non‐payment (e.g. insufficient funds, closed account, etc.) will be charged a $30 returned check fee in addition to making good on the payment for services.


LATE CANCELLATION: A late cancellation fee of $50.00 will be charged unless notification of a change has been made at least 1 business day prior to the service date and time. All notifications must be made by calling or texting our office. Telling the cleaning team when they are in your home is not considered notification. The $50 charge will be processed on the credit card given to Silva Cleaning Services previously. The 3% credit card fee will be waived when this type of charge is processed on your card.


CHARGES: If it is necessary for you to change, cancel or skip your regular cleaning day, we appreciate at least 2 business days’ notice. If you do not notify our office and upon arrival we cannot enter your home, we will charge a full price lock out fee to cover our expenses. Our teams’ daily pay is based on homes scheduled. When you skip on short notice or lock out the team, we do not have time to fill in your spot and our teams’ pay is affected. It also can cause scheduling problems with our other clients. Should you at any time require a change or modification of the cleaning detail or instructions, or wish to change the cleaning schedule or frequency, a call to our office is the best way of accomplishing this. The cleaning team is instructed to follow the instructions as they appear on their personalized work order. Specific instructions or requests given to the team cannot be guaranteed from week to week.


SECURITY ALARMS: If your home is equipped with a security system, please insure that it is in the “OFF” position or inform our office of the codes and input sequence before your scheduled cleaning. Please be sure to notify our office if this code changes.


ACCIDENTS: If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident. In the event an item is damaged or broken, we reserve the option to repair or replace the item. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc.


HOLIDAYS: The only holidays observed by our company are: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve day and Christmas Day. Regular cleaning services will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.


CLUTTER: The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned.


PETS and PLANTS: If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. We do not clean litter boxes or urine/feces from the floor. Due to the individual care that plants require, we are not able to water or maintain them.


QUALITY CONTROL: Our quality control consists of making home inspections and phone calls. A supervisor may enter your home during a cleaning to ensure standards are being followed. They may call you at home or work. We believe that inspections and client contact is the best way to help in exceeding your expectations and to improve our high standards. You may also receive a satisfaction survey. We appreciate you feedback.


EXTRA WORK: Please call us in advance for special requests (e.g. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these tasks. We will provide an over the phone estimate, however, we reserve the right to adjust the quote after the job is completed.

ITEMS WE CANNOT CLEAN/DO: We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions and litter boxes. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, we will not clean or vacuum the area. We will leave you a note or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office and we will arrange to avoid those items. Our staff cannot climb higher than a step stool, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet or children-related services, or empty diaper pails.


HIRING OF SILVA CLEANING SERVICE STAFF: All our staff have signed a Non-Compete agreement with Silva Cleaning Services. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Silva Cleaning Services or for 2 years following termination of contract, without written approval from Silva Cleaning Services and a possible placement fee of $2,500.00. You agree not to hire past or present staff of Silva Cleaning Services for a period of not less than 2 years from the date the staff member last worked for Silva Cleaning Services. A great deal of time and resources are put into hiring our staff and training them. In the event you feel you must hire a staff member of Silva Cleaning Services in spite of this agreement, then a $2,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is regular or on a contract basis.


TIPS: Tips are appreciated by your cleaning team but not required. A recommended tip is 10-15% of your total cleaning fee. Cash tips are preferred but may be added to checks and credit card payments. Unless you indicate otherwise, tips will be divided evenly among the team members.


IF THERE’S A PROBLEM: We guarantee our work. Contact our office before 11:00 a.m. the day following your cleaning, (11:00 a.m. Monday for Friday cleanings) and we will make every effort to correct the problem. I understand that Silva Cleaning Services does not refund any portion of a cleaning fee.


KEYS: Please make sure your home is accessible to us. Please leave a key to your home in a secure, agreed upon location the day of the cleaning.


OFFICE HOURS: Our office is open Monday through Friday 9:00am to 5:00pm. After hours, a voicemail can be left, and we will return it on the next business day.