Our Policies and Procedures

1. Liability Policies

• Five Star and its employees agree to provide service stated in this contract in a reliable and trustworthy manner. In consideration of these services and as an express condition therefore, the client expressly waives any and all claims against Five Star or its employees, unless arising from gross negligence on part of Five Star
• Every effort is made to be as careful as possible with your items, however, accidents do

happen. Notifications must be made within 24 hours of breakage or loss of any personal item.

Items which are antique, irreplaceable, hard to find, etc. are not covered by our policy. Please

remove these items the day of your cleaning.

• Five Star does not use ladders or move items more than 40 pounds to protect us and are employees from injury. If you would like cleaning behind heavy objects, please move prior to cleaning.
• Five Star does not use bleach. If client request the use bleach Five Star is not responsible for any damage it may cause.
• Five Star is not responsible for any damage incurred by the improper installation of any object. All

surfaces are assumed sealed. If you know any surface not sealed, you must notify us so that we

may clean properly

2. Business Policies

• Five Star staff does not clean animal cages or litter boxes, animal droppings, human feces &

urine (aside from typical restroom maintenance), vomit, soiled clothing or other similar

biohazard.

• Five Star prefers that alarms are kept off for the day of the cleaning. If it must be on and the alarm is triggered then Five Star is not responsible for any fee associated with the alarm.
• Five Star agrees to keep keys and other client information secure and conditional. Locksmith are paid only if our company misplaces the keys.
• Cleaning rates are subject to change as the conditions of our service changes. Additional services need to be requested in advance so we can schedule the additional time, staff, and supplies that are needed.
• A checklist will be left with client to show exactly what we did in each room to avoid confusion.
• If you would like to hire a present or past Five Star staff member for any cleaning services outside of

your agreement with Five Star, our referral fee is $2,500. All employees or IC’s of Five Star are under a non-compete contract for a period of one year.

3. Cancellation Policy

• Cancellation must be received 2 days prior to scheduled service or full cleaning fees will be

applied. This includes instances where we cannot access your facility or an employee feels their

safety is at risk due to aggressive pet(s) or actions by any individuals on the premise.

• Five Star reserves all rights to deny service because of or due to safety concerns, financial concerns or inappropriate or uncomfortable situations.
• Complete Cancellation fee amounts to 33.3% of the remaining contract total. This fee is non-

negotiable.

4. Business Hours/Holiday/Weather

• Five Star reserves the right to cancel scheduled cleaning due inclement weather.
• We don’t do cleaning on holidays if your scheduled cleaning falls on a holiday Five Star will contact you to reschedule.

5. Bad check policy: a $50 dollar fee is assessed on all returned checks. All fees are due promptly and are due by cash or money order.
6. Payment arrangement: payment is accepted before services are rendered unless 30-day terms have been approved. A $20 non-payment fee will be applied if payment is not received on scheduled day. There will be a 12.5% finance fee for payments later than 15 days and accrue monthly. We have the right to render services until payment is made
7. Guarantee Policy: Five Star wants you to be completely satisfied every time. If within 24 hours you are not satisfied Five Star will come back to your facility and clean said items or areas at no additional charge.