Do You Have A Replacement Policy For Items Damaged While Cleaning A Home?

Accidents are going to happen, so it's best to be prepared for the inevitable phone call from an employee calling to tell you she broke something. Having a Replacement Policy for damaged items will help your employees know what to do and will help your customers know what to expect. It also helps to have a written policy for those "sticky" situations where the value of the item is in question.

In most cases you will be responsible for replacing or reimbursing the cost of the damaged item, especially if it is a low-cost item. One cleaning business owner has the following policy. First, when the client can provide proof of the value of the item, they will either replace it or issue a refund. If there is no proof, they will research the item to see what a comparable replacement cost would be. Do your own research or ask for proof. Many cleaning business owners have reported clients inflating the value of items. One client said an item's value was $500, but the cleaning business owner found it at a store for $150.

You could also add a clause to your policy that states you have a limit of liability for breakage of curio items of $100 or $200 per item, and then advise the customer to put sentimental or irreplaceable items away or dust the items themselves.

Another way you could handle the damage policy on more expensive items is to tell the customer you will file a claim with your insurance company, and that a claims adjuster will be in touch with them. Involving a third party like an insurance company usually keeps all parties honest.

If you don't have a written policy in place, do it soon. Then add it to your website and to the packet of information you give your customers. Also make sure they know about it by either reviewing it with them or mailing them a copy. By putting it in writing, you'll have less headaches down the road.