T.A.G. Team Cleaning LLC

Maid Service, Cleaning Homes in Greater Hartford Connecticut

Frequently Asked Questions | Company Terms and Policies

Contract: Will I need to sign a service contract?

For residential clients we do not bind you to a contract. You are free to cancel your service at anytime for whatever reason.  We will require that you sign a non-compete and terms of agreement. On the contrary, commercial clients must sign a contract prior to initiating service to ensure the commitment between both parties.


License & Insurance: Is your company licensed and insured?

In the State of Connecticut we are not required to obtain a special license for cleaning homes or offices, however, we are legally registered in our town and Secretary of the State. We pay revenue, sales and employer taxes, and we are covered under liability and workers compensation insurance.


Services: What services do you offer?

We offer general cleaning services for homes and offices with a focus on kitchen, bathrooms, bedrooms and common rooms. Tasks performed are based on the level purchased and are limited to wiping or scrubbing down surfaces, dusting, mopping and vacuuming. We do not offer technical services such as waxing or buffing floors, professional window washing or carpet cleaning.  Please see the "Non-Serviced Areas and Tasks" section for more information on what we do not cover. To see a detailed list of the services we offer click here.


Screening Employees:  Do you run background checks and drug screening to your Cleaning Professionals.

Our Cleaning Professionals have been carefully interviewed, screened and drug tested upon employment.  They have also gone through detailed training and observed for their professionalism and integrity.


Assigned Cleaning Professionals: How many Cleaning Professionals will be sent to clean my home?
One Cleaning Professional will be assigned to your home. However, on busier days and for larger jobs we may send a team of two or more. Our deep or initial cleanings are priced per labor hour from the time the cleaning starts till it ends, and the price will not change when we send more than one Cleaning Professional. We do our best to assign the same Cleaning Professional(s) to your home when you become a recurring client.  However, in the event of a sick day, time off, or termination, we reserve the right to send a different Cleaning Professional.

Pet Policy: Do I need to secure my pet while the Cleaning Professional is in our home?
Our staff is animal friendly and have no problems cleaning while your pet is free in the home.  However, if your pet is very protective of your home and family, aggressive or if they are very jumpy, we require that you secure him while your cleaning is in progress. We reserve the right to not enter the home or to immediately vacate the home if we feel your pet is showing signs of aggressiveness or threat. We do not clean after pets. We do not clean feces, blood or vomit. 


Time Of Arrival: If I sign up for repeat cleaning service, will my cleanings be scheduled on the same day and time?

We will email you a 3 hour window of arrival by 7pm the day prior to your cleaning. This time window is not a guarantee and for that reason you should plan for our visit to be between the hours of 8:00 am and 3:00 pm should a time change occur.  Traffic conditions, unexpected cancellations, cleaning delays and inclement weather can affect the time of arrival of the Cleaning Professional(s).  Should an unexpected change occur, we may need to move your cleaning to earlier or later than what we originally planned for. If you need to step away from the home, be sure to leave us access (or hidden key) to avoid a cancellation fee.  We will do our very best to contact you personally with notification of changes to your estimated time window as we become aware of them. 


Access To Home: How will you access my home?

You can be home to greet the Cleaning Professional or you can leave access to the home. You can mail us a key in advance, leave the key in a hidden spot or give us a temporary access code to an alarmed entrance. For the safety of our clients we label all keys with a special code and keep keys secured in a safe box. No identifying information will be on the key.


Eco Products: Do you use Eco friendly products:

Our long term vision is to be all-natural and use 100% Eco Friendly cleaning agents. Currently, we are using mostly biodegradable products. We do not use any aerosol sprays or ammonia based products. We have kept bleach based products to a minimum and only use in bathrooms to kill bacteria and mold. Click here to see complete list of the products we currently use.


Supplies: Do you bring your own supplies?
We bring the basic supplies and cleaning agents necessary to clean your home. While we try to keep our product list as toxin free as possible we do use bleach based products to clean bacteria and mold especially in bathrooms.  We require that our client provide a vacuum cleaner, a step stool and a high extension duster for high fixtures if this is necessary. If there is a special cleaner that you rather have our staff use, please let the office know so that we may include instructions on the work order and leave the product out on the counter.  We do not cover damages to the client's vacuum cleaner or damages caused by products used that were provided and requested to be used by the client.

Pricing: What will affect my pricing?
We carefully calculated your quoted price and/or flat rate based on the size of the family, cleaning needs and the size of the home.  We reserve the right to increase your price or flat rate when you have acquired additional family members, children, added pets, long-term guests, post-party clean up or when a higher/detailed level of cleaning is needed. Pricing is also subject to change due to the economy. Any changes to your number of family members, additional pets or cleaning requirements must be reported by email immediately.

NO-Cash Policy: Do you accept cash?
We do not accept cash under no circumstance. Our cleaning professionals travel significantly during the week. They are constantly on the move going in and out of homes an entire day. To ensure our employees' safety and relieve the pressure of carrying cash, we only accept online or check payments at this time.

Payments: What payment methods do you offer?
We do not accept cash at this time. See our NO-Cash policy above. We accept payments by debit or credit card via PayPal.   An invoice with a payment link is emailed to clients in advance and the payment must be processed no later than 5pm the day prior to a scheduled cleaning to avoid a $25 late fee or cancellation fee. An additional 2% processing fee will apply.  For our weekly, biweekly and monthly clients, payments by checks are accepted and are due on the day of service. Checks are paid to the order of: T.A.G. Team Cleaning LLC. Commercial services are billed in advance on the 1st of each month and are due in 30 days to avoid 1-5% daily penalty charge.

Gratuity:

Gratuity is not mandatory but greatly appreciated by our staff.  15% is customary.


Discounts: Do you offer any special discounts?
We offer discounts for military households and seniors (age 60+). If you qualify for one of these discounts, please inform us via email ([email protected]) and we will be happy to add the discount to future cleanings.  Additional information and documents will be required to verify your qualification status. Receive $100 reward or credit when you refer a customer who signs up for recurring service and receives 4 consecutive cleanings. Referred customer must have never used our service in the past. Discounts, rewards and other coupon or promotional offers cannot be combined.

Cancellation Policy: What if I need to cancel my cleaning?
We reserve time on our schedule for your cleaning(s) ahead of time. For this reason, please be prepared to be home (or allow access to the home) between 8:00 am and 3:00 pm in the event of a time of arrival change.  If a conflict comes up, please contact us 48 business hours in advance to reschedule your cleaning. A $50 fee will apply if: your cleaning is cancelled without a 48 business hours emailed notice; if we are not able to access the home due to a lock out; or if we were unable to do the cleaning due to non-payment.  

Inclement Weather: What if our cleaning falls on a snow day?

For the safety of our employees and drivers, we reserve the right to cancel due to snow or inclement weather.  Considering that weather forecasts are not always accurate, we also reserve the right to determine when it is safe to travel to your your home.  We do not follow school or institutional closings.  Our Cancellation Policy will apply should you decide to cancel regardless of our decision to open for business as usual. 


Holiday Schedule:  What if my cleaning falls on a Holiday?
We are closed on the following Federal Holidays: New Years Day, Memorial Day, Independence Day,  Labor Day, Veterans Day, Thanksgiving Day and Christmas Day.  If your scheduled cleaning falls on a holiday, we will contact you ahead of time to reschedule your cleaning.

Non-Serviced Tasks/Areas: Are there tasks or areas that your company will not cover or clean?
At this time, we do not offer laundry or organization services. We ask that all clutter, surfaces, counters, toys and floors be cleared prior to our arrival. We reserve the right to cancel your cleaning if your home is in unsanitary, extreme, overly cluttered conditions or that were not cleared or described accurately.  To avoid injury and damage to your property, we do not clean wet bars, delicate collectibles or china cabinet items. We also do not move heavy items such as couches, beds or appliances.  We will move smaller items such as chairs, vases, door mats, small rugs and lamps.  If you would like us to clean behind large or heavier items, please move them prior to the cleaning to allow access to the desired area. We do not climb higher than a 2 step ladder, we do not clean blood, vomit or feces and we do not clean after pets.

Guarantee: What if I am not satisfied with my cleaning?
Our service is covered by our 100% Satisfaction Guarantee. If you are not satisfied, we will return to your home within 24 hours to re-clean the areas in question. If you are still not satisfied, we will offer you a refund. We require that any issues be reported by email immediately and that we are allowed to return to the home for a re-clean. Issues reported after 12 hours from the time of your service will not be covered under the guarantee. We do not guarantee the results of excessive grease, build-up or mold on any areas, especially kitchen cabinets, tubs and showers, blinds, grouts, appliances or walls. This also include excessive pet hair on sofas and chairs that may not come off entirely. These areas may require special heavy duty attention for better results and for such, extra time will need to be requested in advance. For dusty homes, please allow for some dust resettlement after your Cleaning Professional leaves. We try to limit dust in the air but we cannot always guarantee this entirely. Please send issues to us via email at  [email protected]  or give us a call at 860-680-7261.  Photos of may be taken for quality assurance purposes but will not be posted anywhere without your permission.

Property Damage: What is the process should a Cleaning Professional break something in my home?
Our staff is trained to be extra careful in your home. However, accidents can happen and our staff is instructed to contact the office as soon as the incident occurs and to leave a note. The office will also follow-up with a phone call or email to you to  determine the best course of action. In the event an item is damaged or broken we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We do not cover damages to the client's vacuum cleaner or damages caused by products used that were provided and requested to be used by the client.  We ask that you put away any sentimental or high value items during your cleaning to avoid any accidental damages.