Booking Policy

The Friendly Neighbors Inc. - Booking Policy

Effective Date: May 21, 2025

This Booking Policy outlines the procedures for scheduling and managing your residential cleaning services with The Friendly Neighbors Inc. ("TFNI," "we," "us," "our"). This policy is supplementary to our main Residential Cleaning Service Subscription - Terms and Conditions (referred to as "Main T&Cs"), which governs all services provided by TFNI. By booking any service with us, you agree to this Booking Policy and our Main T&Cs.

1. Scheduling Your Cleaning Service

1.1. Requesting Service: To book a cleaning service (whether one-time or recurring), please contact us via email at tfnhousekeeping@gmail.com, call us at 541-270-9565, or use our online booking portal if available. Please provide your preferred date(s), time(s), and service details.
1.2. Confirmation of Booking: All service appointments are subject to availability. Your booking is considered confirmed only after you receive a confirmation from TFNI (e.g., via email or system notification). This confirmation will include the agreed-upon date, time, and scope of service.
1.3. Recurring Services: If you opt for a recurring service schedule (e.g., weekly, bi-weekly, monthly), we will work with you to establish a regular day and time slot, subject to availability. This will become your designated service schedule.
1.4. Consistency for Recurring Services: For recurring services, we strive to send the same cleaning professional or team, but this is not guaranteed and may change due to staff availability or other unforeseen circumstances.
1.5. Service Reminders: As a courtesy, we may send reminders before your scheduled cleaning appointment. However, it is ultimately your responsibility to remember your scheduled service dates and times.

2. Modifying Your Booked Service (Cancellations & Rescheduling)

2.1. Alignment with Main T&Cs: All cancellations and rescheduling requests are subject to the policies outlined in Section 3 (Cancellation Policy) and Section 4 (Rescheduling Policy) of our Main T&Cs.
2.2. Notice Periods & Fees:

To Cancel or Reschedule without a Fee: You must notify us at least 48 hours prior to your scheduled service time.
Cancellations (less than 48 hours to 24 hours prior): A $25 fee will apply.
Cancellations (less than 24 hours prior) or Lock-Outs (no access provided): The full price of the scheduled service will be charged.
Rescheduling (less than 48 hours to 24 hours prior): A $25 fee may apply, subject to our ability to fill the original slot.
Rescheduling (less than 24 hours prior): May be treated as a late cancellation, and the full service fee may apply if we cannot accommodate the change without incurring costs.

2.3. How to Request Changes: Please contact us via email at tfnhousekeeping@gmail.com or call us at 541-270-9565 to request any changes to your scheduled appointments. While we will do our best to accommodate rescheduling requests, they are subject to availability.

3. Payment for Services

3.1. Payment Due: As per our Main T&Cs (Section 2.2), payment for one-time services is typically due prior to or upon completion of the service, as agreed at booking. For recurring services, payment is due prior to each scheduled service or on the first day of the billing cycle, processed automatically if a payment method is on file.
3.2. Non-Payment: Failure to make timely payment may result in the cancellation of your scheduled service(s) and, for recurring clients, potential suspension of future services.

4. Customer Responsibilities for Booked Appointments

4.1. Access to Property: You must ensure our cleaning professionals have access to your property at the scheduled time, as detailed in Section 5.1 of our Main T&Cs. Failure to provide access (lock-out) will result in the full service fee being charged.
4.2. Preparation & Safe Environment: Please prepare your home as outlined in Sections 5.2 and 5.4 of our Main T&Cs (e.g., secure pets, provide a hazard-free workspace, manage excessive clutter). Our team may not be able to complete the service effectively or safely if these conditions are not met.

5. First-Time Cleanings & Special Requests

5.1. Initial Deep Clean: For new clients, particularly those starting a recurring service, an initial deep clean may be recommended or required. This might take longer and have a different rate than standard cleans and will be discussed and agreed upon before your first service.
5.2. Add-On Services & Scope: If you require services beyond the standard scope agreed upon for your booking (e.g., interior oven cleaning, interior fridge cleaning, or other tasks listed as exclusions in our Main T&Cs Section 1.4), please request these at the time of booking or well in advance. These must be confirmed by TFNI and may affect the service duration and cost.

6. Communication

Clear communication is key. Please inform us of any special instructions, changes in your household (e.g., new pets, renovations relevant to cleaning access), or concerns as far in advance as possible.

7. Policy Updates

This Booking Policy may be updated from time to time. The most current version will always be available on our website or upon request. Your continued use of our services after any changes constitutes acceptance of the updated policy.

By booking any service with The Friendly Neighbors Inc., you acknowledge that you have read, understood, and agree to this Booking Policy in conjunction with our full Residential Cleaning Service Subscription - Terms and Conditions.