Thank you for choosing The Shiners! We strive to provide a professional and consistent service with each and every Shine. Please know that feedback is greatly encouraged so we can use our time as efficiently and effectively as possible. We look forward to establishing a strong relationship for years to come.
We invite you to please take a moment and read all of our terms and conditions. Please reach out and let us know if you have any questions about any of our following policies.
Payments
We email out an invoice after the Shine is complete unless a previous contract is in place. Once you receive your invoice, you may click the link to pay via ACH bank transfer. If you prefer to pay with a credit or debit card, please let us know and we will enable that option on your invoice. There will be a 3% charge for all payments made with a card. You may also mail payment to 2070 SE Oak Grove Blvd, Oak Grove Oregon, 97267.
Please do not pay your Shiner directly. However, if you would like to tip your Shiner, please leave/give them cash tips. You may also contact the office for your Shiner’s Venmo information.
Payment is due upon receipt. Any invoice that remains unpaid after 30 days will incur a late fee of 10% of the outstanding balance per month.
Scheduling
Our scheduling is tailored to fit your needs. If you are looking to establish a recurring service, we encourage you to choose a consistent day and time on a weekly, bi-weekly (every other week) or monthly (once every four weeks) schedule. Maintaining a consistent day and time will ensure that we can reserve your preferred time and allow us to establish you with your regular Shiner.
You will receive an automated SMS text message or email reminder of your Shine 48 hours before we are scheduled to arrive. Please use this to confirm your appointment.
We do our absolute best to provide an arrival time and show up on time. Due to traffic and other variables outside of our control, we request a 30 minute window on either side of your scheduled Shine for us to arrive. If we know we will be earlier or later than 30 minutes of your scheduled Shine, we will contact you to let you know.
If you need to change your appointment, please email hello@theshinerscc.com or call 503.660.8682
Communication
We will only contact you as necessary to provide you with an excellent service. This includes schedule updates, appointment and invoice reminders, general check ins to ensure quality and standards are being met, promotions and customer support.
With any contact from us, standard data and message rates may occur depending on your specific carrier.
If you wish to opt out of any form of our communication, please contact us at the information listed on this page.
Training and Check-Ins
As a part of our commitment to maintaining high-quality service and continuous improvement, we may occasionally send trainees accompanied by a trainer to your home during your scheduled Shine. We want to assure you that this will not result in any additional charges, and it will not affect the regular service you receive. We will also let you know the day of your Shine that this is happening, so you will not be surprised by the extra person in your home.
Please note that these trainees will be under the direct supervision of one of our experienced trainers, to ensure the quality and consistency of your service. This process is intended to enhance the trainee’s learning experience while providing you with the same level of exceptional service that you expect from us.
In addition to trainees, we may also occasionally send one of our lead trainers to your home for a surprise check-in during your Shine. This is part of our quality assurance process, which we apply across the board with all levels of staff and is not specific to your Shiner or their work. You will not be charged for the time spent by the trainer or owner during the check-in, and it will not impact your regular service in any way. Again, we will let you know about this the day of your Shine, so you know what to expect.
Please do not hesitate to reach out if you have any questions or concerns regarding the presence of trainees or surprise check-ins at your home.
Supplies
We use safe, yet effective all natural, eco-friendly products that we have perfected over the years.
The Shiners take the hassle out of cleaning by supplying all of our own equipment and cleaning products. If you have any questions or preferences in the equipment or products we use, please reach out to us. We will do our best to accommodate.
**We do not supply toilet brushes, so please make sure there is at least one in your home for us to use.**
Trash and Garbage Removal
We are happy to remove garbage and recycling from the home. If you would like us to do this, please make sure your Shiner is aware where the bins are located and where the replacement liners are located.
Parking:
We will always park on the street unless you specify otherwise.
Please be aware if it is difficult to find parking around your home, we may ask you to work with us to come up with a convenient solution.
If you live in an area where paid parking is required, and you are not able to provide a parking space or pass for us, we will use street parking and the charge will be included in your invoice. There may be times where street parking is limited and will have to use a parking garage.
Please note that due to difficulty of finding parking in some areas (especially downtown and on the inner SE area), and having to transport our equipment from our vehicles to your home, you may be charged up to 30 minutes of our hourly rate per Shiner in addition to your normal quoted Shine length. We will only do this as a last case resort and if it is a frequent problem, we would love to work with you to find a more convenient solution to enter your home more quickly.
Cancellations
We understand that things come up. If you need to reschedule your Shine please let us know as soon as possible so we can work on creating another time for us to come. We require at least 24 hours notice for all cancellations. If we do not receive a phone call or email to cancel within 24 hours, we will apply a charge of 50% of the cost of your scheduled Shine to your next bill.
If your cancellation is due to an unexpected illness, we are more than happy to waive the cost of a cancellation fee, as the health and safety of our staff and clients is our highest priority.
Contact
Please contact us if you have any questions or concerns regarding the terms listed on this page.
The Shiners Cleaning Co
2070 SE Oak Grove Blvd, Oak Grove, OR 97267
503.660.8682
hello@theshinerscc.com