Terms & Policies
100% Satisfaction Guarantee
If you are not happy with any area we have cleaned, simply call the office within 24 hours and we will come back and re‐clean it free of charge.
Our normal workdays are Monday– Friday, 8:00AM-5:00PM EST. Our specialists are available over the phone Monday – Friday, 8:00AM-8:00PM EST
Appointment Arrival Times
Flying Prince's house cleaners may arrive 30 minutes on each side of the scheduled hour; e.g. if your cleaning is scheduled for 11am, we may arrive from 10:30am to 11:30am.
Flying Prince has three different options to choose from so that our cleaners can enter your house.
1) Client may opt to not give a key to our company and be home on their day of cleaning. The client must be home during their specific time frame to let the cleaners in/out of the home. If, upon arrival, we are unable to access your home as scheduled, there will be a $50.00 lock-out fee assessed to cover our labor and travel expenses.
2) Client may provide the company with a key. We use the industry’s top key security system, KeyTrack, to store and safeguard our customer’s keys. In the event of termination of the cleaning agreement, keys will be returned to the client within 48 hours of the final cleaning. For your protection, keys will not be linked to any information pertaining to the client.
3) If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for our cleaners to gain entry, the client releases Flying Prince from any liability that arises from damage made before our cleaners enter the house or after the cleaners leave the premises. The client understands that they will be responsible for any damages that are caused before/after their scheduled cleaning.
It is not necessary for you to disarm your alarm system for your scheduled date of cleaning. If you would like, you may contact your alarm company and have a house cleaner code issued.
Payments for Services
Payment for cleaning services is due in full at the time of service. A valid credit card/debit card must be on file in order to schedule services. If you will be paying by check or cash on a regular basis, and no one is going to be home on the day of your scheduled cleaning service, payment must be left on the counter. If we arrive to clean and there is no payment, we will contact you immediately. If you are not available, we will try to process the credit card number on file. If we are unable to contact you and are unable to charge the credit card on file, we will need to reschedule your appointment and you will be charged a cancellation fee.
Flying Prince gladly accepts payment in the following forms: Cash, Personal Check, and Credit Cards. Please make checks out to Flying Prince. Should a check be returned, a $35.00 Returned Check Fee will be added to your account. Flying Prince does not except post-dated checks.
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our service. Please see our 24-hour guarantee if you are dissatisfied with your cleaning.
If you need to cancel or reschedule your cleaning service, please give us at least 24 hours notice. Please consider our scheduling/preparations and that we are reserving a time slot for your cleaning. A fee of 50% of your cleaning price might be applied to your account if the cleaning is not canceled/rescheduled at least 24 hours before your scheduled cleaning day. If special circumstances require that you must cancel in such short notice (in less than the required 24-hour advance notice), then we may anyway offer to waive the cancelation fee at our discretion (particularly if you have a long track record of being dependable).
Flying Prince’s house cleaners promise to conduct themselves professionally in your home. In the event of an accidental damage, notify our office within 48 hours. We cannot guarantee reimbursement for damages reported more than 48 hours after the end of the cleaning appointment.
We do not climb higher than a 3-step ladder. We cannot move furniture over 15 lbs but will try to reach a visible place with an extension duster. If an area in the home is considered or has the potential to be considered a bio-hazard, that area will not be cleaned (emptying/cleaning cat litter boxes, human/animal excrement, etc).
When entering into an agreement for services with Flying Prince, you agree not to solicit for hire any staff member introduced to you by Flying Prince for any home-related services. If you are found to have solicited one of our staff members, please be advised that our referral/ training fee is $2,500 payable to Flying Prince immediately upon employing our staff for any services to your home/ business. Our employee will also be immediately terminated. This fee is due within 30 days of notification from Flying Prince. If the fee is not paid, Flying Prince reserves the right to pursue other methods of collection.
Resolving Issues and Negative Reviews
Even with highly trained and professional house cleaners such as our own employees, accidents might happen. Flying Prince requires 5 business days to resolve any and all issues that might occur before leaving associated negative reviews on any public facing Flying Prince webpage, e.g. Google+, Yahoo Local, Yelp, etc. This period allows both Flying Prince and its client to work together to attempt to best resolve matters in a way that keeps relations in a positive standing.
We will not bring bleach into a home to use as a cleaning product. If you request us to use bleach supplied in your home, please be aware that we will not be responsible for any damage caused by your bleach.
Flying Prince never requires tipping, but it is a powerful way to say thank you to our house cleaners. Remember your appreciation need not be monetary. A personal note from you expressing your appreciation for their service can mean a great deal.
Please advise us if you have pets. We prefer pets be restricted to allow us to clean your home efficiently. For health reason, our staff will not handle any type of animal waste.
If your scheduled cleaning falls on a major holiday, we will contact you to reschedule your service. Our office is closed on the following Holidays – New Years Day, Memorial Day, Labor Day, Thanksgiving Day, and Christmas Day.