Concierge Drop Services Agreement

Home Cleaning Terms & Conditions

Concierge Drop (DBA) - Varsity Valet & Linen Cleaners NYC LLC Service Agreement (aka: Terms and Conditions) is designed to help our clients understand the service they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations, and potential problems we strive to avoid if at all possible. With your help, these issues can be avoided to ensure a successful service to you in your home. These Terms of Service define the responsibilities and liabilities of Varsity Valet & Linen Cleaners NYC LLC and our customers. We work to earn your continuing business with each and every cleaning. We do not require you to sign a contract for a specified number of cleaning appointments.

Permission to Enter Premises Agreement

When booking your cleaning through www.conciergedrop.com/home-cleaning/book, you are required to check a box that states, “Agree to allow entry to apartment * You give Concierge Drop permission to enter your apartment when you are not there.”

By checking that box, you are agreeing and giving permission for one of our cleaning technicians to enter your apartment to perform their cleaning service duties. This serves as a formal request to enter the premises on the date(s) and time(s) of service(s) booked.

The purpose of this visit is for Maid/Housekeeping purposes by the company Concierge Drop (Varsity Valet & Linen Cleaners NYC LLC). These alterations do not require you to be home at the time of the visit.

This advance notice is in accordance with the law requiring that you are provided with notice. If this time or date is inconvenient or problematic for you, please contact us at 646-653-5001.

Employees & Subcontracting

Concierge Drop has partnered with one of the most reputable cleaning companies in NYC, Lazy Susans Cleaning Service. They deliver all residential and office cleaning throughout NYC on behalf of Concierge Drop and have well over 60 experienced and reliable cleaners. They are fully insured and bonded.

All employees go through laborious training to learn every aspect of the detailed property cleaning standards. All employees are covered under our workers’ compensation policy, liability insurance, and are bonded. For your protection and peace of mind, all employees undergo a nationwide background check, reference check, and drug screening during the hiring process.

Employee Conduct: Our employees will be respectful while in your home. They will not smoke, eat or drink while in your home, nor do they watch TV. They do not answer the telephone or doorbell. Their only purpose while in your home is to clean.

Guarantee

Your satisfaction is guaranteed. If you are not completely satisfied with any part of your service, we will return to your home to re-clean the area within 24-48 hours. Any dissatisfaction needs to be reported within 24 hours of the cleaning. Concierge Drop will need pictures of the area of dissatisfaction and will send a cleaner back out to you to honor our 100% satisfaction guarantee. Concierge Drop does not do refunds of services. Please contact [email protected] or text 646-653-5001 with images and when you would like us to send back a cleaner.

Payments

Bookings are charged first thing in the morning the day of the appointment (before service occurs). We only accept credit card payments through PCI-compliant platforms; in our case, Stripe is our main provider. Please make sure you have registered at ConciergeDrop.com to start service.

Recurring customer subscriptions paying with a credit card are required to have a valid credit card on file. The credit card will be charged automatically pending the frequency selected by the customer.

In addition to the cost, NY State Laws require we collect New York Sales Tax.

If the credit card on file is declined, we will have to reschedule your appointment.

Tipping: Tips are appreciated by your cleaning technician(s) but not required. A recommended tip is 10-20% of your total cleaning fee. Tips can be left as cash (not in the envelope) for the cleaning team.

Tips are appreciated by your cleaning technician(s) but not required. A recommended tip is 10-20% of your total cleaning fee. Tips can be left as cash.

Keeping Green

We are focused on using “Eco Friendly” cleaning products. In order to help you maintain a healthy indoor environment, many of our cleaning products are free of toxins, petroleum, ammonia, and alcohol.

While the idea of using green cleaning products sounds simple, it’s actually difficult to obtain products that are as effective as their chemical counterparts. Therefore, our solutions utilize disinfectants in an environmentally friendly way. For example, if bleach is required during one of our services, we’ll balance it with products that don’t contain toxic chemicals.

In addition to using environmentally friendly products, we are recycle all of our waste, reduce product waste and reuse bottles.

*NOTE* In an effort to remain green all sales receipts are emailed. Receipts are emailed automatically.

Indemnity

The Customer indemnifies Varsity Valet & Linen Cleaners NYC LLC against:

All losses or liabilities arising directly or indirectly as a result of the provision of the cleaning service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in:

All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by Varsity Valet & Linen Cleaners NYC LLC in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).

Refunds

Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our services! We offer a guarantee on all our services, if a task was not completed to your satisfaction or was missed during our visit simply contact the office and we will return to your home and re-clean the area or task with which you were dissatisfied at no additional cost to you. There are no refunds for gift certificate purchases.

Price Adjustments

We reserve the right to issue rate increases at any time. You will be notified when or if this occurs. If you are a resident of a building where we currently service in house in the “Valet/Package Room,” price changes will only occur per the approval of building management.

As the needs or conditions of you home changes you may receive a price increase. Prices for your reoccurring maintenance cleaning are guaranteed for the duration of 12 months. If a client discontinues and reinstates service with Varsity Valet & Linen Cleaners NYC LLC, the original price is not guaranteed, and a new rate may be given.

Equipment and Supplies

We provide our own cleaning supplies and equipment however we ask that our customers have vacuums, mops and brooms on site. If not, there is another additional charge for renting of equipment of $100.00 plus NY sales tax. If you have a specific product you want used, please email us at [email protected] or alert your team leader so your file can be notated. If It’s a product we don’t carry, you may be charged.

Cleaning Supplies: We provide our professional house cleaners with all necessary tools, equipment and cleaning supplies necessary for a thorough job.

Use of Homeowner’s Products: If you prefer to supply your own cleaning products, we must have ample time to thoroughly research the product to make sure it meets our stringent standard of environmental responsibility and safety of our cleaners. If the product does not meet OUR standards of Eco Friendly standards, we absolutely will not use the product. If the product you provide does meet our green standards and we use that product at your request, we will not be responsible for any damage associated with that product or solvent and the Satisfaction Guarantee will not apply.

Use of Homeowner’s Vacuum: We will not assume or accept any liability for damage to the unit and the Satisfaction Guarantee will not apply. Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it.

Vinegar: We are happy to use vinegar on hardwood floors when we know about it in advance and when the customer provides the vinegar. WARNING: If we are asked to use vinegar on floors and anything caustic has touched them (i.e.: toilet bowl cleaner, tile & grout cleaner, etc.), it can create a violent reaction that may “burn” surfaces. Since we don’t use anything toxic, we will not be held responsible for any damage occurring from the mixture of vinegar & any caustic products you may have.

Accidents

If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident. In the event an item is damaged or broken, we reserve the option to repair or replace the item. A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc.

Holidays

The only holidays observed by our company are New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve day and Christmas Day. Regular cleaning services will be offered all other holidays. Should your regular cleaning fall on these days, our office will contact you approximately 2 weeks prior to the holiday to reschedule your cleaning. If you wish to reschedule a cleaning that falls on another holiday throughout the year, please call the office at least 2 business days in advance to avoid a late cancellation fee.

Clutter

The cleaning will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Desks that have a large amount of paperwork for instance may not be cleaned.

Pets and Plants

If you have pets, our cleaners do appreciate it when they are secured and that you pick up after them. Due to the individual care that plants require, we are not able to water or maintain them.

We are pet friendly but appreciate your help in making sure pets are secured and safe on cleaning days. Our office at [email protected] should be made aware of any special requirements in safeguarding your pet(s).

For health reasons we have instructed our staff to leave certain items and/or areas untouched; pet homes/beds, litter boxes, vomit, and/or fecal matter. Our teams are advised to clean around these areas. If your pet has an accident, it will be your responsibility to clean it up.

Pets Escaping From The Home

We cannot be responsible for pets that “escape” when our maids are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the maids can be on alert when they open doors. Our maids are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.

Hiring of Conciege Drop Staff:

All of our staff have signed a Non-Compete agreement with Varsity Valet & Linen Cleaners NYC LLC. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with Varsity Valet & Linen Cleaners NYC LLC or for 2 years following termination of contract, without written approval from Varsity Valet & Linen Cleaners NYC LLC and a possible placement fee of $2,500.00. You agree not to hire past or present staff of Varsity Valet & Linen Cleaners NYC LLC for a period of not less than 2 years from the date the staff member last worked for Varsity Valet & Linen Cleaners NYC LLC. A great deal of time and resources are put into hiring our staff and training them. In the event you feel you must hire a staff member of Varsity Valet & Linen Cleaners NYC LLC in spite of this agreement, then a $2,500.00 placement fee is due immediately upon employment of the past/present staff member, regardless of whether the employment is “one time” or “reoccurring” basis; regular or on a contract basis. Payment is due within 30 days from the date on the invoice. We consider our employees our most valuable asset and charge accordingly.

Keys and Alarm Systems

Please make sure your alarm be left off on the day of the cleaning. For accessing apartments, we only work with Doorman/Concierge staffed buildings who are responsible for securing a key to provide our staff as well as place to leave with before entering and exiting the premise.

Lock Outs, Cancellation, & Rescheduling Policy

We understand that there are times when you might need to cancel, reschedule or change your cleaning appointment. We ask that you give us 36 business hours advance notice to cancel, reschedule or change your appointment. If you cancel, reschedule or change your appointment within less than 36 business hours of your scheduled appointment, you will be charged a $100.00 cancellation fee per scheduled cleaning. If we are arrive for your cleaning and we can’t access or you cancel, you will be charged for the full amount for the cleaning.

**Any appointments canceled or rescheduled less than 36 business hours in advance of the scheduled start time of the appointment will be charged the full amount of the cleaning.

**If a Varsity cleaning consultant arrives at a scheduled cleaning appointment and is unable to gain access to the home the client will be responsible for paying the full amount of the cleaning and it will not be refundable.

If for any reason an cleaning technician feels that their personal safety is in danger enough to leave the job site, due to actions by the Customer, or others at the job site. The Customer will still remain liable for the full cost of the job.

We are very strict on our cancellation/rescheduling policy, please honor it.

Example of 24 hour business day : If your appointment is on a Monday, it must be rescheduled or canceled via email before 6:00 pm on Tuesday to avoid any fees (Wednesday and Thursday are the two business days prior to the scheduled appointment). If your appointment is on a Monday, it must be rescheduled or canceled via email before 5:00 pm on Wednesday to avoid any fees (Thursday and Friday are the two business days prior to the scheduled appointment).

Business hours are 9:00 am – 6:00 pm, Monday-Friday. Cancellations after 6:00 pm are “The next business day”. Cancellations and rescheduling can only be done at conciergedrop.com and not bet email/text/phone.

Arrival Window

If you wish to be present during the cleaning visit, please be advised that we provide arrival windows which would be the start of the scheduled cleaning. Your Cleaning Technician(s) will arrive anytime within your scheduled arrival window. You are expected to be present or have made arrangements for us to gain access to your home within your ‘scheduled arrival window’. Failure to do so may result in having to cancel or reschedule your visit, a cancellation fee of $100 will be charged.

Tardy

Many things can affect our schedules, such as cancellations, lockouts etc. If we happen to be running late to your appointment you will be contacted as soon as possible and provided with a new expected time of arrival.

Your Valuables

If you have valuables or heirlooms, including but not limited to any irreplaceable, collectable or expensive objects, it’s preferred that these items are secured and put away to avoid potential accidents. You are responsible for letting us know of any valuables that you prefer we not clean or handle. Please secure money, credit cards, and check books as well. We are not responsible for missing currency.

Broken/Damaged Items

We train our staff to take extra care with your belongings, however regrettably and although not common from time to time something may be broken or damaged If there is an item that is believed to be damaged by one of our cleaning professionals, it must be reported to the company within 24 hours from the completion of the service in efforts to properly investigate the issue. If we damage anything during the service being provided, we will notify the customer immediately. In the event an item is damaged or broken, we reserve the option to repair or replace the item. We cannot take responsibility for items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall or an item that is propped against a surface).

Carpet & Rug Snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush. We take the most care possible to prevent rug snags while vacuuming, but are not able to individually vacuum each piece of fringe at the end of a rug and will not be responsible for damage caused.

Broken Blinds: Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks. For this reason, our cleaning technicians will only clean shutter-style blinds.

Improperly hung pictures/decorations/mirrors/clocks/fixtures: If these items are securely/properly attached to the wall, they should not fall when the item is cleaned.

Artwork, Collectibles, Family Heirlooms and valuables over $100: These items are expensive or impossible to replace; we will not take the risk of cleaning such items. When scheduling your initial cleaning, please let us know about any of these items so we can avoid cleaning them unless the customer wants to sign a waiver of liability. It is the customer’s responsibility to inform Concierge Drop of any new items brought into the home, after our initial setup, that fall into this category.

Glass Shower Door(s)

You are responsible for notifying us if your glass shower door(s) are NOT 100% secure. However the team that arrives to service you will inspect your shower door(s) to ensure that they are fully secure prior to service of the shower. If upon inspection the team recognizes that your shower door(s) are not fully secure you will be notified of the risks immediately. At that time you have the option to decline service of your shower and/or shower door(s) or we can proceed with service. If the client decides to proceed with service of the shower and/or shower door(s) pictures of your shower door(s) will be taken prior to the start of servicing the shower doors(s). Additionally, the client agrees not to hold Varsity Valet & Linen Cleaners NYC LLC nor its employees responsible if this results in the shower door being damaged/broken. Varsity Valet & Linen Cleaners NYC LLC is not responsible for damage due to faulty and/or improper installation of any item.

Extra Services

If you require extra services or additional cleaning on your scheduled cleaning day, please contact us minimum 24 hours in advance so we may allow the extra time needed at your home and we can give you a quote for the additional services.

Lifting & Climbing & Bending

Our employees are very important to us, and we are determined to keep them safe, so they do not climb higher than a 3ft 2-step ladder, move or lift items heavier than 20 lbs, or clean floors on their hands and knees with the exception of bathroom floors. These types of activities put our cleaning staff in danger of back injury or could even damage something in your home. However there might be times when you want us to move furniture for example; tables, large chairs, etc. in these cases we are not responsible for; their breakage due to aged/old or faulty manufacturing nor are we responsible for any damage moving these items may cause to your floor. The cleaning time will not move furniture that contain electronics. The cleaning team will not pull out any appliances (for example a stove, fridge, washer/dryer) however if move it prior to the cleaning visit to allow access we would be more than happy to clean the exposed areas. We do ask that you place the appliances back into its proper place as well.

In-Home Climate Control

In-home temperatures should be comfortable prior to the start of service. Under no circumstances will services be performed in an environment that isn’t physically comfortable for labor. This includes but is not limited to extreme heat or extreme cold. In the event that your appointment is cancelled due to uncomfortable temperatures within your home you will be charged for the cleaning

Temperature Settings: During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On your scheduled cleaning day, we ask that you set the thermostat to, at the highest, 72, so your professional house cleaners can work in a safe environment without overheating.

For safety reasons, if our professional house cleaners arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaners are instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you do let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels.

During the winter, we request that the home is between 60 and 72 degrees.

Termination of Service

We realize circumstances arise which make the cost of professional house cleaning move lower on the financial priority list. We’re happy to help you find creative ways of keeping our service by reducing the frequency of cleaning appointments, reducing the amount of time cleaners are there, and/or working from a priority list.

If you have recurring appointments scheduled with us and wish to terminate service, we require a minimum of two full week’s notice prior to the next scheduled appointment.

Additional Info

    Our Cleaning Staff Does NOT:

  • Cleaners will NOT remove their shoes: As a New York State employer who provide, we won’t allow cleaners to remove their shoes during cleaning.
  • Since we clean our way out of every room, we aren’t leaving anything nasty behind.
  • Since we’re an environmentally responsible cleaning company, we don’t use or purchase anything disposable (i.e., disposable booties).
  • We ask those customers who don’t want shoes worn in their home to provide shoe covers/booties for cleaners.
  • They MUST have traction on the bottom to prevent slips and falls and to comply with Workman’s Comp standards.
  • Clean or remove blood or any bodily fluids, fire or water damage, or mold. We are not trained in these areas nor are we equipped
  • Clean the interior of curio cabinets (will only feather dust exterior)
  • Provide any pet or children-related services, nor empty diaper pails.
  • Carpet shampooing and Upholstery cleaning (it is more cost effective to hire a carpet/upholstery cleaner)
  • Interior dishwasher cleaning (It is best to run an empty dishwasher with vinegar instead of soap. Although this is an easy task, it is time consuming, therefore it’s a service we don’t offer.)
  • Inside of fireplaces (To avoid harming our HEPA filtered vacuum cleaners or carrying ash/soot between homes, and to avoid harming our employees.)
  • Litter boxes
  • Diaper Pails
  • Clean Chandeliers
  • Provide stain removal
  • Wash walls (we spot clean only)
  • Anything on the exterior of the home.
  • We do not move large appliances to clean underneath them.
  • Clean exterior of windows
  • Remove Paint
  • Service outdoor areas
  • Clean areas above the reach of our 3ft step ladder
  • Clean Animal waste or litter
  • Move or lift items over 20lbs

Varsity Valet & Linen Cleaners NYC LLC reserves the right to refuse to service a home with ANY insect infestation (including seasonal). In the event that an infestation is identified, the cleaning staff will leave the property. You will be contacted immediately and charged a cancellation fee.

Privacy Statement

Varsity Valet & Linen Cleaners NYC LLC is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personal identifiable information to outside parties.

Dry Cleaning Loss & Damage Policy

At Concierge Drop, we prioritize the security and care of your garments. Here are the details of our loss and damage policy:

    Honesty and Care:

  • Our staff undergoes thorough training to ensure honesty and vigilance.
  • We check for valuables left in or on clothing and promptly notify clients if any are found.
  • We are not responsible for trimmings, buckles, belts, beads, buttons, or any valuables left on or in your garments unless a higher value is declared and the owner agrees to additional charges.

    Processing and Care:

  • Unlike most dry cleaners in New York City, Concierge Drop handles all cleaning in our own high-tech facility.
  • This allows us to give your clothing the highest level of care and attention to detail, significantly reducing the risk of lost items.
  • We exercise utmost precision in processing your order to avoid damage, misplacement, or loss of items.

    Reporting and Liability:

  • Differences in count or any damages must be reported within 48 hours of delivery, accompanied by the invoice.
  • Concierge Drop's liability for any lost or damaged item shall not exceed twenty (20) times our charge for cleaning that garment, regardless of brand or condition, excluding leather, suede, and household items, which are at the customer’s own risk at all times, unless a higher value is declared and the owner agrees to additional charges.
  • We will require a receipt or proof of price before any reimbursement is made.
  • For our Deluxe Service, we will insure your garment against loss or damage up to forty (40) times the cleaning price.
  • To process any reimbursement for a damaged garment, the item must be returned to us for inspection. This is required to allow us to assess the damage and complete the reimbursement process. Failure to return the garment may delay or prevent the reimbursement.

    Insurance and Standards:

  • Concierge Drop follows standards and policies set forth by the International Fabricare Institute.
  • These policies are standard across all dry cleaners in the country.

    Accessories and Non-Cleaning Items:

  • We are not responsible for any accessories such as hangers, personal garment bags, or other non-cleaning items. We are only responsible for items that are to be cleaned.

By adhering to these policies, we aim to provide you with the highest level of service and peace of mind when using our dry cleaning services.