Monday – Friday: 9am – 5pm. If we are with a client, you may get our voice mail, but we return our calls as soon as possible. If you reach us after hours, your call will be returned by our next business day.
Weekends: Because we are all currently students, we do not schedule regular cleaning services on weekends, however due to the clients’ needs we are willing to schedule a Saturday cleaning for additional 25% price increase, on Sunday for 100% price increase.
Holidays: We are closed on most major holidays.
Customer Feedback: Each of our clients has different needs. Please keep us informed of any comments or suggestions you may have. The more specific your feedback, the better job our staff can do for you. In the event that you are not satisfied with the cleaning, please let us know of your concerns within 24 hours of the service.
Products: Top Cleaning OC provides all the products and equipment necessary to clean your home. Our products are earth-friendly and completely safe for your surfaces. If you would like us to use a product we do not carry, then please provide that product and we will be happy to use it in your home. We cannot, however, guarantee the safety of products that you provide. For heavy build-up or stains, we may use a stronger cleaning agent, which may contain toxins.
We are happy to customize cleanings to fit individual needs. Please communicate these needs to us and we will be happy to accommodate, so long as the requests are for tasks in which our cleaner has been professionally trained. We offer several different types of cleanings tailored to your needs. Below is a list of the tasks performed on each type of cleaning, and how the time is used.
First-time and one-time cleanings: On a first time cleaning, or if it has been over a month since the last cleaning with us, we schedule the cleaning hourly. If the estimate was made for less than the cleaning requires, the team will let the client know ahead how much more time they’ll need. If the team is done in less time than estimated, client pays only the time spent.
Move In/Move Out/Post Construction Cleanings: These are deep cleanings in a house or apartment where there is little or no furniture, or in a home that has had recent construction. These cleanings are done on an hourly rate.
Ongoing House Cleanings: After the initial hourly cleaning, we charge a fixed rate for regular service (weekly, bi-weekly or monthly). We are not able to accommodate tri-weekly schedules (unless the days and times vary). This rate includes the basic tasks listed below.
Living Spaces - Dust knick knacks, furniture, cobwebs and window sills; clean TV and computer screens (if requested); dust moldings and baseboards as needed; tidy the overall room appearance; vacuum floors and carpeting; and mopping floors.
Bathrooms - Scour all visible interior and exterior parts of toilets; clean sink, counter, cabinet face and mirror; scour shower/tub walls, floor and fixtures; dust shelving, knick knacks, mirrors and picture frames; and clean flooring including back behind the toilet.
Kitchen - Clean exterior of large appliances; detail clean kitchen items such as burner knobs, clean inside and outside of microwave; clean underneath and behind small appliances; clean counter tops and cabinet faces; clean sink area; and mopping floors. Remove trash and recycling, and replace bags in the entire residence.
Optional Cleaning Services: Your estimate is based on basic cleaning services which cover the tasks listed above. Additional cleaning services are provided upon request, for an additional charge. Popular optional cleaning services include, but are not limited to:
Change bed/bath linens
Clean small countertop appliances
Clean the dish drain rack
Clean fingerprints on doorway trim, doors and light switch covers (including
Dust blinds (we are only equipped to do a superficial blinds dusting. Scrubbing or thorough cleaning requires a blinds specialist.)
Remove mildew stains from grout (Note: This requires toxic solutions. Some stained grout will need a grout specialist to return it to like-new condition)
Cleaning Times: Your cleaning service schedule is indicated on your Client Work Order. We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. If your scheduled cleaner is going to be more than 15 minutes late, we will contact you. If no arrival time is indicated, then the cleaning will be completed between the hours of 9:00 a.m. and 5:00 p.m. We appreciate your flexibility. When possible, please allow for an open time frame rather than an exact arrival time.
Payment Policy: Payment is due at the time of service. If no cash or check is provided at the time of service, payment can be sent to the mailing address listed on our website for an additional late fee of $25.
Late Fee: Overdue payments are subject to a late fee of $25. Zest cleaning service reserves all rights available under California law to collect any amounts due and owing pursuant to this agreement.
Late Cancellation/No Show Fees: If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours' notice (excluding weekends) is required. We must adhere strictly to this policy in order to prevent lost wages for your cleaner.
If a cleaning appointment is cancelled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of 50% of that cleaning's cost will be charged. If an open ended (hourly) cleaning is cancelled less than 24 hours in advance, a cancellation fee of 80% will be charged.
If a cleaning is cancelled less than 24 hours in advance severel times in a row, we reserve the right to discontinue our service.
If a cleaning is rescheduled by the client less than 48 hours in advance, rather than cancelled, a fee of $25 will be charged.
On the rare occasion that Zest cleaning must cancel a scheduled cleaning appointment with less than a 48 hour notice, and has no available openings for another cleaning appointment within the next five business days, the next cleaning will be provided at half price.
On the rare occasion that Zest cleaning must reschedule an appointment with less than a 48 hours advance notice, a $25.00 credit will be offered on the next cleaning. If our offer to reschedule is refused by the client for any reason, no credit will be granted.
Returned Check Fee: Returned checks are subject to a $25.00 processing fee, and may incur late payment fees if the issue is not immediately remedied.
Service quality guarantee
Zest cleaning strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 24 hours of service in order for us to address and correct the problem.
We request that all first-time and one-time clients be available at the residence at the conclusion of the cleaning. This is to ensure the clients satisfaction with the work done. If the clients is not present at the conclusion of the job, no future complaints will be accepted.
If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge and additionally provide one half hour of cleaning services at no extra charge to compensate for your inconvenience.
If you have purchased hourly cleaning, we can only guarantee that a cleaner will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.
We reserve the right to refuse service to anyone for any reason.