Policies

Satisfaction

We strive to deliver thoughtful, consistent service, customized to your home, based on our ongoing conversation, at each visit. We want to know if you are ever unhappy with anything about our service. 

If you would like us to come back and correct something, contact us within 24 hours of your service and we’ll get someone over asap to inspect and propose a solution that’ll make you smile.

If you’d merely like us to adjust something moving forward, just let us know before your next service and we’ll happily update our notes on your house.

Hours of Operation & Holidays

Our office operates from Monday- Friday 8a-4p. Any communications received after 4p will be dealt with as top priority the next day. Greening generally takes place Monday-Friday 9a- 5p. After hours and weekend work is possible for an additional fee and is based on Greener availability.

Our office is closed on the usual holidays:  New Year’s, Memorial Day, July 4th, Labor Day, Thanksgiving and Christmas.  Greening on those days is also based on Greener availability.  We know when they’re coming and will contact you in advance to offer alternative appointment times. Best practice is to give us plenty of heads-up so we can help your holiday go smoothly.

Arrival Time Window

Since we deal with many factors that may effect exact timing on each job, we’ll indicate either an AM or PM Greening in our scheduling communications. Per our hours of operation, AM Greening begins no earlier than 9am and PM Greening finishes no later than 5pm. Should you require an exact arrival time (work from home, kids’ nap schedules, etc), please let us know and we’ll guarantee that time +/- 15 mins. Anything more than that and we’ll let you know. Our Greeners appreciate your flexibility.

Entry

Most clients trust us with a key and alarm code to their home. We have a stellar system in place to ensure they are neither lost nor compromised. If you don’t have time to make a copy, we’re happy to do that for you!

Alternately, you can install a key lockbox and/or assign us a unique alarm code. We are not comfortable taking the risk incurred by you consistently hiding a key under the mat or leaving the door unlocked on your day of service. 

If your Greener shows up to your appointment and cannot gain entry to your home because you failed to be home, put out a key or unlock a door, you will be charged the full price for the scheduled service. Please arrange reliable entry to avoid this.

Rescheduling Appointments

If you’d like to skip a service, please give us at least 24 hours notice. We suggest increasing the cost of the following Greening to address added build-up OR understanding that the following service will be more limited in scope or depth.

If you need to cancel or reschedule with less than 24 hours notice, for any reason other than illness or snow, we ask that you pay our minimum service fee of $80. If we’re able to reschedule AND keep the subsequent appointment, we’ll credit the full fee back to you. We’ll get back into the original groove after the service interruption has passed.

On the rare occasion that WE must reschedule an appointment with less than 24 hours advance notice, we guarantee a satisfactory rescheduling option or your next Greening is 50% off.

Pets

We absolutely understand that your pets are important members of your household. We are happy to receive special instructions and can usually work with them inside the home. If your pet tends to get anxious or aggressive around strangers, please keep them in an enclosed area or plan to have them out of the house. Also, keep in mind that man’s best friend may besmirch our pristine job before you get home.

Illness

If you or anyone in your family is ill and staying home as a result, please contact the office to reschedule your appointment. Likewise, if your Greener is ill, we will let you know asap and find an acceptable rescheduling option, either with a sub or with your usual Greener, after he/she is well. This keeps everyone as healthy as possible!

Snow Days

We are officially closed whenever Denver Public Schools close, due to snow.  Outside of that, a Greener will make it to work on a snowy day, so long as they can safely drive. Should that not be the case, we will contact you and make arrangements to reschedule.

If YOU are snowbound (especially with a house full of kids), let us know and we’ll either work around you or happily reschedule.

Pricing

At your in-home estimate, we base your price for initial and repeat service on the amount of time it would take an experienced greener to properly care for the tasks we’ve agreed on. At your initial service, we’ll suggest a rotation and update your home’s notes to reflect anything learned. You’ll receive a follow up email to rate our performance and confirm your repeat schedule. Until we have performed a whole revolution in your suggested rotation, your rotation and pricing may need slight adjustments. Thereafter, your price is locked in unless something should change about your home or your expectations. 

Payment System & Tipping

We accept all major credit cards through www.acceptpay.com. Like us, their goal is to simplify your life, in a trustworthy manner. 

As soon as you confirm your first appointment, you will receive an emailed invoice. You simply click the Pay Now link in the email and it will walk you through setting up your account and paying the invoice.  Please make note of your username and password for future use.

Thereafter, your payment will be collected automatically day of service.  When the transaction processes, you’ll receive a receipt email. If you are ever charged erroneously, let us know and we will void the payment immediately.

Privacy

We completely respect your privacy. Housegreening will NOT share any information about you or your home with any non-Housegreening individual, company, or organization. We will always be mindful of the trust you place in us as an organization and as individuals. On the flip-side, please don’t put us in an uncomfortable moral situation, by you making sure anything illegal, highly personal and/or possibly dangerous is hidden or locked away.

Damage

Our Greeners are trained to minimize the possibility of accidents by working mindfully, but if they do damage anything in your home, we will make amends and quickly! They will write a note on your message board and leave the damaged object in plain view, if possible and will have notified the office. Often times, we will contact you before you even get home.

If you notice something is not right when you arrive home and suspect your Greener caused damage and did not leave a note, please report immediately so that we can inspect the issue and find a solution. If too much time goes by, unfortunately, we can’t be sure we were responsible.

We DO NOT (Don’t ask us to)

  • Use petroleum-based cleaning products. (But we can surely find an alternative!)
  • Deal with bodily fluids: diaper pails, pet accidents or litter boxes
  • Perform tasks that require a step stool or ladder greater than four feet tall
  • Clean up rotting food, rodents, or insect infestations
  • Risk exposure to things that could jeopardize health, including unruly or dangerous animals
  • Venture into unsafe places, positions or situations


Please contact us with any questions you have regarding our policies and procedures. 720-514-4005