Broken/damaged item policy

At Clean Freaks, we take the trust our clients place in us seriously—especially when it comes to handling their belongings and access to their homes. This policy outlines the procedures for reporting and addressing any broken or damaged items during a cleaning. While occasional accidents may happen, employees are expected to exercise the highest level of care and attention when cleaning or handling any customer or company property.

EMPLOYEE RESPONSIBILITY

Employees may be held financially responsible for items damaged or broken while on the job. In the event of an accidental breakage, the following protocol applies:

• Clean Freaks and the responsible employee will share the cost of reimbursement equally (50/50).
• The employee’s 50% portion will be deducted from their corresponding paycheck.
• Clean Freaks will cover the remaining 50%.

If the cost of reimbursement exceeds $500, the employee will not be held liable for any amount beyond this cap.

EXCESSIVE DAMAGED ITEM OCCURENCES

If an employee damages or breaks three (3) or more items within a 90-day period, this will be considered excessive and may result in disciplinary action, up to and including suspension or termination, depending on the severity and frequency of the incidents.

INCIDENT REPORTING PROTOCOL

In the event of an accident, injury, unsafe working conditions, or damage in a customer’s home, employees must contact management by phone immediately before completing an incident report.  Employees are required follow this procedure (in this order):

1. Notify management by placing a phone call immediately- Timely communication allows management to assess the situation, support the employee, and respond appropriately to the customer.
2. Complete and submit an Incident Report (found in the Connecteam App)- Once the office has been notified, the employee should complete an Incident Report Form as soon as possible, preferably the same day.
3. Include all requested details and supporting photos in the form submission- Please answer all questions on the Incident Report thoroughly.

*Failure to report damage promptly or submit a completed incident report may result in disciplinary action.

By adhering to this policy and taking every reasonable precaution, we can continue to maintain trust with our clients and protect the reputation of Clean Freaks.

client key policy

Employees are entrusted with access to clients’ homes and are expected to treat this responsibility with the utmost care and professionalism. All client keys must be safeguarded as if they were your own personal property.  All Cleaning Technicians are expected to handle customer keys with the highest level of responsibility and care. The following standards must be followed at all times:

EMPLOYEE KEY RESPONSIBILITY 

• Key Turn-In Procedure: All client keys must be signed in and out weekly on the designated “Turn-In Day.” It is your responsibility to ensure each key assigned to you is returned on time, in accordance with company procedures.
• Key Security: Customer keys must be kept on your person at all times during your shift. Keys must never be left unattended, including inside your vehicle or at a job site. Failure to do so may result in disciplinary action.
• Key Storage: Clean Freaks provides customer keys on a secure D-ring clip hook, allowing you to easily attach them to your personal keyring. This system is designed for convenience and security.
• Optional Attachment: While attaching customer keys to your personal keyring is encouraged, it is not mandatory. However, regardless of how you choose to carry the keys, they must remain on your person at all times.

LOST OR STOLEN KEY

Any lost, misplaced, or damaged keys must be reported to management immediately. In the event that a client’s key is lost or stolen while in an employee’s possession:

• The employee will be responsible for 50% of the cost associated with replacing the key(s) and/or rekeying the lock(s)
• Clean Freaks will cover the remaining 50%
• The employee’s share of the cost will be deducted from their upcoming paycheck
• The employee will not be held responsible for any reimbursement costs that exceed $500

All incidents involving lost or stolen keys must be reported to management immediately. Failure to do so may result in disciplinary action.

By following this policy, employees help maintain the trust and safety Clean Freaks promises to each and every client.

• HANDBOOK HOME