Terms & Conditions

SERVICE AGREEMENT
AYS Hawaii Inc.,
At Your Service Cleaning Service
91-1121 KEAUNUI DRIVE, STE #108
EWA BEACH, HI. 96706
OAHU: (808) 689-9085
Fax: (808) 447-1795
Email: MAIN@AYSHAWAII.COM

Office Hours:
Monday through Friday from 7:30 a.m. to 4:30 p.m. If we are very busy, you may get our voice mail. We return our calls promptly. If you reach us after hours, your call will be returned by our next business day.
Holidays:
Our office is closed on all major holidays. Many of our cleaning staff still work on major holidays, excluding Thanksgiving Day and Christmas Day. If no one is available to perform your cleaning on a holiday, we will email or call you to reschedule at least one week prior.
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. If you are not satisfied with the cleaning, please let management know of your concerns within 48 hours of the service.

OUR SERVICES
Products we Use:
AT YOUR SERVICE CLEANING SERVICE provides 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.
No Risk booking policy for hourly cleanings:
For hourly cleanings, the cleaners work from a written list of priorities provided by the client and get as much done as possible. Priority lists are typically completed via email. We encourage our clients to over-book rather than under-book the number of hours for a first time or occasional cleaning. There is no risk in over-booking, because we only charge for time it takes to do the cleaning. We only have a 1 hour minimum. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer. Please be as specific as possible on your priority list to ensure your cleaning is fit to your needs.We are happy to customize cleanings to fit individual needs. Please communicate these needs to our management staff 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:

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 hourly from a list of priorities, typically completed via email.
Living Spaces
Dust furniture, cobwebs and window sills; dust moldings and baseboards as needed; tidy the overall room appearance; vacuum floors and carpeting; and spot clean wood 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, mirrors and picture frames; and clean flooring including back behind the toilet.
Kitchen
Clean exterior of large appliances; clean inside and outside of microwave; clean underneath and behind small appliances; clean counter tops and cabinet faces; clean sink area; and clean flooring.

Optional Cleaning Services:
Additional cleaning services are provided upon request. Popular optional cleaning services include, but are not limited to:
Change bed/bath linens
Detail clean kitchen items such as burner knobs and dish washer screws
Clean the dish drain rack
Clean fingerprints on doorway trim, doors and light switch covers
Dust blinds (we are only equipped to do a superficial blinds dusting. Scrubbing or thorough cleaning requires a blinds specialist.)

Specialized Services:
We partner with specialists for housecleaning needs that go beyond the regular maintenance of your home. Please contact our office to schedule an appointment if you desire any of the following services:
Carpet cleaning
Grout cleaning

OUR AGREEMENT
Cleaning Times: 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 8:00 a.m. and 5:00 p.m. Our cleaners appreciate your flexibility. When possible, please allow for an open time frame rather than an exact arrival time.
Payment Policy: Payment is due NO LATER THAN THE DAY AFTER SERVICE HAS BEEN COMPLETED, by credit or debit card, check, or cash.
Late Fee: Overdue payments are subject to a late fee of $35.00. AT YOUR SERVICE CLEANING SERVICE reserves all rights available under Hawaii 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 24 business hours’ notice (excluding weekends) is required. We must adhere strictly to this policy to prevent lost wages for your cleaner.  If a cleaning appointment is cancelled less than 24 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of $50 will be charged. If an open ended (hourly) cleaning is cancelled less than 48 hours in advance, a cancellation fee of $50.00 will be charged.
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.
Assigned Cleaner: Your assigned cleaner will be your default cleaner except for illness, vacation, personal emergency, or an ongoing schedule change. If your default cleaner has an ongoing schedule change or no longer works here, s/he will be replaced with another trained cleaner who will have your home’s customized Work Order.

SERVICE QUALITY GUARANTEE
AT YOUR SERVICE CLEANING SERVICE 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 for us to address and correct the problem.
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.
If we do not receive notice of a problem within 24 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated 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.