Frequently Asked Questions

A little about us... Lulu’s Home Cleaning Service (Lulu’s HCS, LLC) is a Family Owned/Operated, Legal, Professional Home and Office Cleaning Company. Lulu’s Home Cleaning Service pays all required Taxes, is Insured, uses Professional Quality Cleaning Solutions and Equipment, and are Professionally Trained. The focus of our business model is on high quality and scheduling consistency. We provide a 100% Satisfaction Guarantee.

For the fastest and most efficient estimate process... To begin the process for a Free estimate, please go to our website homepage. http://lulushomecleaningservice.com Click on the yellow 'Request a FREE Estimate' button and populate all fields. Takes 60 seconds to complete. Once finished... Click on the blue ‘Submit Estimate Request’ button at the bottom. This information is necessary for us to prepare for our phone call with you. **Incomplete estimate intake forms will be considered Spam and treated accordingly. Lulu’s Home Cleaning Service looks forward to reviewing your estimate request and will respond within 8 business hours of receipt of the estimate intake form to discuss the finer details of the estimate request, answer any questions you may have, and go over the estimated time and price to get your home sparkling clean. To confirm estimate accuracy, an in-person inspection is performed upon arrival and entry of the premises to be cleaned. Any known concerns will be promptly communicated and addressed. It should be understood that even with performing an initial inspection, concerns may arise during the cleaning process that may affect the final cost. Business Hours Mon - Fri 8am - 5pm Sat 8am - 12pm Sun Closed (family day) Closed major holidays **Saturday’s are reserved for one-time big jobs we are unable to accommodate Mon-Fri. All communication (voicemail, text, email, etc.) sent to Lulu’s Home Cleaning Service outside of business hours are received and responded to during business hours. Best, Lulu’s Home Cleaning Service Scott and Lulu 832-633-9723 lulushomecleaningservice@gmail.com lulushomecleaningservice.com

Office: Mon - Fri 8am - 5pm Sat 8am - 12pm Sun Closed (family day) **Closed major holidays Techs: Commercial: 24/7 Residential: Mon - Fri 8am - 5pm Sat 8am - 12pm Sun Closed (family day) **Closed major holidays **Saturday’s are reserved for one-time big jobs we are unable to accommodate Mon-Fri. Note: All communication (voicemail, text, email, etc.) sent to Lulu’s Home Cleaning Service outside of business hours are received and responded to during business hours. Service Area: Katy, Cinco Ranch, N. Richmond, W. Houston, S. Cypress (contact us for confirmation)

Commercial - Maintenance (Janitorial) Cleaning - Deep Cleaning - Post Construction Residential - Maintenance Cleaning weekly bi-weekly (every 2 weeks) monthly (every 4 weeks) - Deluxe Deep Cleaning (furnished home) - Make-Ready Cleaning (unfurnished home) - Post Construction Additional Services Available: Oven\Refrigerator Interior, Tile and Grout Cleaning, Window Glass Interior

Biohazards such as, but not limited to: feces, urine, cat littler boxes, blood, feminine napkins, condoms, sex toys/equipment; drugs/drug paraphernalia. The techs are trained to not touch items/areas considered a potential biohazard and to clean around them the best as possible, or if necessary, to leave the area if the environment is deemed a health hazard. Infestations such as, but not limited to: cockroaches, fleas The techs are trained to immediately vacate the premises if an infestation is present. **The client is required to pay the full appointment estimate if the techs must vacate the premises without completing the cleaning. Additionally; no mopping of unfinished concrete floors; China cabinet interiors, dishwasher interiors, washing machine and dryer interiors, dishes, firearms, medicine/drugs,

Lulu's Home Cleaning Service operates fully paperless. Acceptable forms of payment: - Zelle - Credit Card (add 2.9% processing fee assessed by the CC company) Payment is at Time of Service. **exceptions will only be considered for existing clients. Decisions are made on a case by case basis at the company's discretion, must be communicated and agreed upon in writing by both parties prior to the scheduled appointment.

Via our website estimate intake form at lulushomecleaningservice.com

Lulu’s Home Cleaning Service (Lulu’s HCS), LLC provides a 100% Satisfaction Guarantee. Upon completion of an appointment, if a client perceives the cleaning results do not meet their satisfaction; The client is expected to: 1. Notify our office in writing via text or email (pictures are also welcome) within 24 hrs of job completion. 2. Provide our techs access to promptly return (within 24 hrs max. of Lulu’s Home Cleaning Service receiving the initial notice) to inspect and address any cleaning deficiencies. If for any reason either of the client expectations are not met, Lulu’s Home Cleaning Service 100% Satisfaction Guarantee is deemed fulfilled -by both parties- and the matter is closed.

Appointments are scheduled for an agreed upon day; not on a specific hour, of a particular day. If a client would like an ETA (Estimated Time of Arrival), they may submit that request directly to the business number 832-633-9723. Lulu's Home Cleaning Service operates within the service industry. Typical of the service industry, the only arrival time that can be guaranteed is the first appointment of the day (8am). All other appointments are scheduled with the understanding and agreement that arrival times are approximate and subject to a 'two hour arrival window'. Meaning, when requested by the client, Lulu's Home Cleaning Service will provide an approximate arrival time, such as 10am, with an understanding that we may arrive as early as 9am, or as late as 11am, and still be considered on time. Similar to how cable company's operate (they typically require a 4 hour arrival window, though). **Lulu's Home Cleaning Service provides additional communication of our techs impending arrival in the form of an automated 'On My Way' text. This message states our team will arrive in X number of minutes.

A minimum 48 hour advance notice is REQUIRED, per our Terms of Service (TOS). (please read carefully) This allows Lulu's Home Cleaning Service an opportunity to fill your newly vacant spot and maintain a full schedule for our staff which greatly helps with retention and satisfaction of all parties. Thank you for showing mutual respect, understanding and cooperation! Canceling/Rescheduling: Our Terms of Service for appointment rescheduling and cancellation is a minimum 48 hr advance notice from 8am of appointment day is Required to avoid a fee equal to 50% of the appointment estimate. Less than 24 hr advance notice, from 8am of appointment day, incurs a fee equal to 100% of the appointment estimate. Any associated cancellation/reschedule fees are required to be paid in full at Time of Occurrence. This policy may potentially be waived due to an emergency type of situation such as those related to medical or weather. Lulu's Home Cleaning Service holds sole discretion on the decision. If client refuses to pay cancellation fees, their account is turned over to our business attorney for collections and/or any possible liens. Client is responsible for any court costs and attorney fees. Additionally, clients service with Lulu's Home Cleaning Service is suspended until the situation is fully resolved. Requesting a Work Order Change: A minimum 48 hour advance notice is recommended to allow Lulu's Home Cleaning Service the best chance to successfully implement the request. Approval is at the sole discretion of Lulu's Home Cleaning Service. Submitting Arrival Time Constraints: If less than 48 hour advance notice is provided, there is no guarantee of accomodation and would be at the sole discretion of Lulu's Home Cleaning Service. Lock-out, refused entry, no utilities or water: If we are physically locked out of an appointment or refused entry for any reason, or unable to service the dwelling because of, but not limited to, no power, A/C or running water, and we are unable to resolve the issue within 10 minutes of our arrival, our techs proceed to the next appointment and a lockout fee equal to 100% of the appointment estimate is incurred by the client.

De-clutter the space to be cleaned. Do not clean....that's why we are coming! Lulu's Home Cleaning Service provides a Home Cleaning Service. Not to be confused with a maid or housekeeping service. example: If the sink is full of dishes and countertops are full of clutter, it is impossible for the Tech to clean the sink and/or counters. Same goes for floors. It is impossible for the Tech to effectively clean floors with piles of items throughout the floor space to be cleaned. To clarify, if a space we are expected to clean is cluttered, the techs are trained to clean around the clutter. Consumer pro tip: If you want the most 'bang for the buck', de-clutter the space to be cleaned prior to the Techs arrival. For everyone's safety, secure all firearms while the Techs are present. The Techs are trained to not touch a client's firearm for any reason and the immediate area will not get cleaned.

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