Terms of Service – Anchor Services Group
At Anchor Services Group, our cleaning policies are designed to keep things simple, safe, and consistent for you and our technicians. This Terms of Service page outlines what you can expect when working with our professional cleaning crew in Henry County and surrounding areas.
Welcome and Overview
Thank you for choosing Anchor Services Group! We are THRILLED that you found us, and have chosen to trust us to take care of your home! Below are the terms of service we ask our clients to abide by. These guidelines have been put in place in order to provide a safe environment for our technicians and to set clear expectations with our clients so that we can continue to make your home “ship-shape” for years to come! Please review before your first/next cleaning and let us know if you have any questions!
Service Agreement
By accepting these guidelines and hiring Anchor Services Group, you agree to be the party responsible for full payment and communications, upholding this agreement, and understanding the Happy Client Guarantee procedures! Anchor Services Group reserves the right to make changes to this service agreement without giving prior notice. However, you will be notified of the changes when they occur! If there are major changes or updates, we will send you an updated version to review and sign as acknowledgment. We are so excited you’ve decided to join the Anchor Services family!
Privacy Policy
NOTE: We do not share, sell, lend, or lease any of the information that uniquely identifies you (such as email addresses or personal details) with anyone outside of Anchor Services Group. By using this form, you are granting Anchor Services Group permission to call, text, and/or email you.
Scheduling, Access, and Cancellations
Cleaning Appointment Times
It is very difficult to commit to an exact arrival time (apart from the first appointment of the day) because of our ever-changing schedule and the fact that we don’t finish cleaning each home at an exact time. We service homes between the hours of 8:30 a.m. and 5:00 p.m. and will strive to be at your home near the estimate given to you.
If you have special circumstances (company arriving at a specific time, working from home, a conference call scheduled during your appointment time, or anything else we should know), please call or text us at 678-883-0810 so we can best serve you and your family.
Home Entry Options
Entry options to choose from:
- You are home to let us in or leave a door unlocked*.
- You provide a hidden key, a garage code, or a garage door opener on the day of the clean.
- We loan you a lockbox to keep a key outside of your home. Lockbox codes are unique to each client. Please do not change the code. The 4-digit code taped to the box is the ID, not the combination. Please do not remove the tape.
*If you choose to leave a door unlocked or place a key under a mat or any other unsecured place for the technicians to gain entry into the home, Anchor Services Group will not be held liable for any damages or theft to the home occurring before or after the crew has been there.
Missed Appointment and Lock Out Policy
If no one is home, the keyless entry is not working, an alternative is not available, the lockbox code has been changed, or the crew is turned away for any reason, a $75 lockout fee will be charged to the card on file.
Why do we charge a lockout fee? We pay drive time to every member of the crew. We also pay mileage to the driver of the crew. We don’t want to have to charge a lockout fee. That’s why we send out several appointment reminders via text and email!
Note: We will make every effort to contact you and will have the crew wait for a maximum of 15 minutes before sending them on to the next home. We only charge the lockout fee if we do not hear from you, and you are not available to be rescheduled for later that day.
Alarm Code and Entry Policy
Anchor Services Group will not be liable for any false alarm charges due to code changes that are not brought to our attention before servicing the home. If your alarm system allows for multiple codes, you are welcome to assign us our own code so you know who is coming and going!
Cleaning Cancellation and Skip Fee Policy
You can skip appointments as needed however, same-day cancellations after 7 am will be charged a $75 late cancellation fee.
Why do we charge a late cancellation fee? Our schedule is made in advance. Our technicians count on having a full schedule. When you skip at the last minute, it is highly unlikely that we will be able to fill your spot in our schedule, resulting in lost wages for our technicians!
Skipping Appointments: Skipped appointments come with an adjustment as follows:
- 25% added to your *base rate for skipping one appointment.
- 50% added to your *base rate for skipping two appointments in a row.
*The base rate is the cost of your service before discounts and adjustments.
PLEASE NOTE: If you skip at the last minute on the day of your clean, you will be subject to the $75 cancellation fee charged to your card on file on the day that you skip. AND your next appointment will be charged your current rate PLUS an additional 25%!
Rescheduling instead of skipping is a great way to avoid any fees! You can reschedule within the same week or the following business day if your appointment is at the end of the week. If you’re biweekly and find yourself skipping every other clean over several months, we may recommend adjusting your cleaning frequency.
*Please note that even though our office phone is a cell phone, we are unable to answer calls after 4 pm, on the weekends, and during holidays – the phone doesn’t even ring on our end! Voicemails or text messages sent to 678-883-0810 are perfectly acceptable! The timestamp lets us know that you contacted us in a timely manner! We will reply as soon as we can.
Sickness
Our technicians are forbidden to come to work if they are sick and/or exposed to any communicable illness (i.e. Covid-19, flu, chickenpox, shingles, norovirus, etc.) We will never knowingly put you and your family in harm’s way!
If you or one of your babies (big or small) wake up sick on the day of your cleaning, you have three options!
OPTION 1: Keep the sick person in one room and our technicians will not clean that room. If you choose this option, please give us a heads-up so our technicians can mask up!
OPTION 2: Reschedule for the next day or later in the week.
OPTION 3: Decide to skip altogether and wait for your next scheduled appointment. This option will cause that next appointment rate to increase as shown above in our Skip Policy.
*This will not apply if we need to reschedule you due to holidays, inclement weather, and staffing shortages. Please see the “HOLIDAY” section for more.
If clients are absent from our schedule for more than 60 days, a deep clean may be required to restart services and a rate increase may apply.
Additional Charges For Special Conditions
If your home has experienced any event that creates additional cleaning needs—such as a renovation, a party, heavy buildup, or deep clean add-ons—we require advance notice. These situations require additional time, effort, or tools and do incur additional charges. Letting us know ahead of time allows us to schedule accordingly and ensure we’re prepared to give you the best possible service. If we arrive and find unexpected conditions that haven’t been disclosed, your appointment may need to be rescheduled, and a fee may apply.
Holidays
We are closed for all major holidays, as well as a few dates around those holidays. You will have the option of moving your service up, back, or skipping without incurring penalties. We will remind you via email of closures as they approach. You will receive a calendar in your onboarding email and at the beginning of every year!
Inclement Weather
To ensure the safety of our crews, we will close due to icy or flooded roads, or any natural disaster when the Weather(wo)man insists we stay off the roads! We will notify you via text or email as soon as possible! Note: We do not follow the school closings. We closely monitor real-time conditions and make a determination by 6 am.
What to Expect During Your Clean
Cleaning in Your Home
The technicians need to be able to work with minimal distractions. Does this mean we require you to leave your home while we clean? Absolutely not! We LOVE our clients. For us, it is all about the relationship we have with you. While it does make the cleaning go faster and keeps costs down, we will never demand that you leave your own home.
However, having other service providers present makes it difficult for our crews to quickly and efficiently clean your home! If electricians need to cut the power, we can’t run the vacuum. If plumbers need to cut the water, we can’t clean the bathrooms and the kitchen. If contractors are cutting tile, or hanging shelves, dust is going to settle on furniture and shelving immediately. If we have already cleaned an area and the cable guys come to drill some holes while we are still there, we will happily hand them a vacuum, broom, and/or mop to clean up after themselves!
Teams & Solo Technicians
Deep cleans will have a crew of 3 or 4 and may take anywhere from 6-12 hours depending on the size, choice of deep clean, and the condition of the home.
We primarily use a solo model for maintenance cleaning. However, if your home is 3000 square feet or more, we may send a crew of 2. This does mean that a solo technician could be in your home for up to 6 hours if your home is closer to that 3000 square foot mark.
We cannot guarantee the same technician for every clean. We have 2-3 technicians who will be familiar with your home and utilize our scheduling software to keep detailed notes about your home so any technician that is assigned has access to all of the details for your home.
Technology & Communication
Anchor Services Group utilizes technology to its fullest to provide an even smoother customer experience! You will receive an automated reminder email two or three days prior to service as well as a reminder text the day before. If your appointment details are incorrect or you need to make changes, please call/text 678-883-0810 as soon as possible.
Our cleaning crews clock in and out from our scheduling app on their phones and GPS coordinates are registered at the time of input. This is to make sure they have arrived and left safely.
Before and After Photos
When we are performing a deep clean, our crews like to take photos to show off their “mad skills”. By using our services, you agree to allow us to use appropriate photos for social media. We will not disclose any personal information or leave anything in the pictures that could identify you or your family personally!
Scorecards and Feedback:
You will receive a Scorecard survey after each cleaning. Filling these out is very important! If there is a problem with a clean or a technician, we will not know unless you fill out those scorecards! Should there be an issue, this is how you report it. Our system collects all that information and stores it in your account. Our technicians are ranked based on this feedback. They want to know how they performed. It’s ingrained into our culture!
We go over training topics every Monday with the entire crew, and we use the feedback we have received from the previous week to decide what issues we will address with the team! We truly want to know how we are doing. No news is not necessarily good news in our eyes!
Health, Safety, and Liability
Technician Safety Standards
We train our crews to keep walkways clear of spills, equipment, and items that they have moved to clean under. This is to reduce the risk of injury to you and our crew members. However, we cannot assume liability for the safety of others while cleaning your home. The client agrees to release Anchor Services Group of any and all liability for injuries sustained due to equipment placement, including injuries from tripping, falling, striking equipment, falling debris, falling equipment, or walking on wet floors.
Height Limits and Furniture Moving Policy
Anchor Services Group is insured and bonded and cannot perform any cleaning higher than a two-step ladder. However, we do carry tools that extend to reach high ceilings and second-story windows. Crew members are also not permitted to make up top bunks of bunk beds for their safety as well.
Any heavy or large furniture that you wish for us to clean behind/under, must be moved by you. Our cleaning crews are not permitted to move large furniture and appliances, in order to prevent damage to themselves, your floors, and the furniture you wish to be moved. Examples may include: bedframes, bookcases, dressers, refrigerators, couches and loveseats that do not slide easily, standalone freezers, pianos, desks, tv stands/entertainment centers, stoves, china cabinets.
Only furniture that sits off the floor at least 3 inches can be swept/vacuumed under without moving.
Biohazard
Our cleaning crews’ safety and health are of the utmost importance to us! So, we ask that you let us know if there are any potential biohazard situations prior to booking. We will determine if we can proceed at this time. These can include mold, rodent or bug infestations, feces, bodily fluids (human or pet), etc. If our crews arrive at a home that is overrun with mold, rodents, or bugs, the crew leader will call the office and await further instructions. If the actual condition of the home was not fully disclosed at booking and/or the crew’s health is in danger at any point during your clean, we reserve the right to instruct them to leave. Follow-up service cannot be performed until documentation is presented showing the situation has been resolved. (If the crew finds a biohazard situation such as excessive human or pet fluids/waste on walls, floors, etc, that is contained to one room or one small area, we reserve the right to skip that area or room completely.)
Firearms Policy
For the safety of our technicians and your household, we kindly ask that all firearms be put away and secured prior to your cleaning. If any firearms are left out, they must have the safety engaged and remain in a fixed, secure position.
Our technicians are strictly prohibited from touching or moving firearms for any reason. If a firearm is present on a surface scheduled for cleaning, that area will be skipped entirely and noted on your service record.
This policy ensures a safe working environment for our crew and protects your personal property. Thank you for your understanding and cooperation.
Footwear Policy
At Anchor Services Group, we prioritize cleanliness and safety in every home and business we service. For insurance and safety reasons, our technicians are not permitted to wear cloth booties or go barefoot inside your home. However, we have a dedicated solution to ensure both hygiene and protection:
In-House Shoes: Clean, Indoor-Only Footwear
- Our technicians wear designated in-house shoes that never touch the outside ground—they are used exclusively inside homes and businesses.
- These shoes are certified non-slip for safety and free of outdoor dirt, grime, and dust.
- Technicians change into their in-house shoes upon entry and switch back to their street shoes before leaving.
This policy ensures that we maintain the highest standards of professionalism, safety, and cleanliness while caring for your home. If you have any questions, feel free to reach out—we’re always happy to chat!
Since our insurance does not permit our cleaners to reach higher than the second step of a ladder, they are also not permitted to make up top bunks of bunk beds for their safety as well.
Non-Solicitation of Employees
When a client enters into an agreement for services with Anchor Services Group, the client understands that they will pay a $2,500 training fee to Anchor Services Group if they engage in a working relationship directly with any employee of Anchor Services Group during the course of service other than through Anchor Services Group.
Contact Information
We do not give our technicians direct access to your contact information, specifically for the reason stated above. The technicians are to contact the office via our internal messaging system should they need to get in contact with someone in your home. It is our responsibility to contact you. Make sure that the office has all the phone numbers/contact info should we need to contact someone in the middle of the day. *Do not give your personal contact information to any of our technicians.*
Payment, Pricing, and Breakage
Payments
All clients are required to have a credit/debit card on file. Payment is due in full on the day of service. If you choose to pay another way, your card will only be used for payment if you forget to leave cash or a check. All DEEP CLEANS are required to pay a 50% non-refundable deposit to secure your spot on the schedule.
We offer several payment options:
Credit/Debit Card – via a card stored in our scheduling system
Cash/Check – in one of our payment envelopes provided (Note: we do not accept checks on first or one-time cleans). Returned checks will incur a $35 fee.
Invoice – Invoice can be emailed and paid online. Please be advised that we will charge a $10 late fee per month on invoices not paid within 5 days.
ACH – just ask our office staff for more details
Clients with outstanding balances must have a zero balance before their next service can be rendered. Failure to pay for services rendered may constitute theft of services under Georgia law O.C.G.A. § 16-8-5.
Tipping: Tipping the cleaning crew is never required, but always very much appreciated! Cash is acceptable, or you can add it to your invoice. Just let us know! Please place cash tips in a payment envelope provided, and THANK YOU in advance if you choose to do so!!
Rate Increases
You will incur a rate increase annually beginning the month that you began recurring services with us! (Ex.: If you started your services in March, your rate increase will occur in March each year!) You will be notified in advance of the increased amount and details.
Please note premature rate increases are sometimes necessary due to factors such as crews having to spend time picking up clutter, excessive knick-knacks, consistently adding extra areas or tasks, changes in household size, and additional pets. Your quoted rate may not include any of the above situations. Therefore, your rate may have to be adjusted prior to your 12-month scheduled rate increase if the allotted time for your home becomes significantly higher due to any of the above situations. The adjustment will be based on an average of 3-6 consecutive cleans based on your frequency.
Other factors that determine our rates include gas prices, supply costs, market demands, and livable wages for those crew members you know and love!
Breakage
While we make every effort to avoid it, it can happen when you least expect it! We have a reporting system for our crews to let us know of items they have damaged, or previously broken items they discover before or during the course of the clean. Anchor Services Group can assume no liability for damage due to pictures not hung securely, items with unstable bases, shelves not secured properly, etc.
Anchor Services Group is not responsible for breakage due to normal wear and tear, deterioration caused by age, weather, or damage caused by improper assembly, construction, or installation of an item (Ex: sun-damaged blinds, warped fan blades, previously cracked light fixtures, etc.) We do not accept responsibility for blinds that break or fall apart while raising, opening, or cleaning. We do not handwash metal mini-blinds.
We do not clean inside china cabinets with doors. China cabinets, figurines, glassware, and items of extreme or sentimental value should be cleaned by the client. If an item is broken by a member of our crew, Anchor Services Group will pay up to $150 per item or replacement cost when the value is verifiable. Items valued at more than $150 will be taken care of via our insurance. The client needs to save the broken item for Anchor Services Group to inspect, take pictures of, or turn over to the insurance adjuster.
Damages
The client should point out any damage to surfaces during the walkthrough or indicate it on the pre-clean questionnaire before the initial service begins. Anchor Services Group is sometimes called in to correct the damage that was already there or that another cleaning company was responsible for. In this case, we may require that the client sign off on a pre-existing surface damage waiver.
This document is not all-encompassing, as pre-existing damage can be revealed during cleaning. When this happens, the cleaning of the area will cease. The crew chief will take photos for documentation and will bring them to your attention or will contact our office if you are not home.
Surfaces such as hardwood floors and natural stone should be in good condition and ready to clean without causing harm to the surfaces when using a neutral pH cleaner.
Please understand that we use non-toxic, eco-friendly, disinfecting products that do not stain, warp, or discolor any surfaces. We reserve the right to not use products that are not safe for our technicians. If you have products you wish us to use, please call the office so we can research the product before allowing our technicians to use it.
Vacuum Use
In order to prevent cross-contamination and avoid transferring pet dander into a home with allergies, you may prefer that we use your vacuum.
We train our technicians to use care when using our client’s vacuum cleaner. But we also understand that belts break, cords break, bags don’t get emptied, and sometimes they just stop working for no apparent reason.
We will perform a 5-point check on your vacuum cleaner before each use:
- We will check the bag for replacement or see if the canister needs to be emptied
- We will check the cord for cuts
- We will check the belt for cuts
- We will check the filter for replacement or cleaning
- We will check the condition of the shell of the vacuum
This is important because if the vacuum cleaner is not in working order when we arrive to clean your home, we will have to use ours in order to complete the cleaning.
Anchor Services Group will not be held liable for any repairs to the vacuum cleaner. However, if we damage the vacuum while using it due to misuse (not including items that will wear out or are in need of ongoing maintenance), we will repair or replace it.
Client Experience and Guarantees
100% Happy Client Guarantee
We want you to be absolutely delighted with the services you receive from us! Our 100% Happy Client Guarantee ensures that. Should you be unhappy with any part of your service, fill out your scorecard, then contact our office at 678-883-0810 immediately. We ask that you contact us even if it doesn’t require a team to come back out right away! If we don’t know there is a problem, we can’t take the steps to make it right!
We can’t put the soap scum back in the showers and the dirt back on your floors. Well, we could, but we’re not gonna! In short, we do not issue refunds, we do not provide free cleans. However, we will happily return and re-clean the area(s), ensuring you are thrilled when we are done!
Last Updated May 2025