Client Policies & Expectations
Pre-Cleaning Requirements
Before we arrive, please:
- Clear Clutter
- Pick Up Obstacles
- Secure Pets
- Ensure Access & Utilities
⚠️ Excessive clutter may incur extra charges or require a Deep Clean.
Pre-Cleaning Requirements
To ensure we deliver the best possible cleaning experience, we recommend the following pre-cleaning actions before our team arrives:
● Clear clutter: Remove personal items, laundry, and dishes so our team can clean
efficiently.
● High-traffic areas: Pick up toys, shoes, and other obstacles that may block access to floors or surfaces
● Pets: Ensure pets are safely secured or in a separate area.
● Access & Utilities: Provide clear access, ensure working electricity and running
water, and unlock gates/doors ahead of time.
⚠️ Homes with excessive clutter or obstacles may require additional time and effort. In those cases, extra charges may apply or we may recommend booking a Deep Clean. (Similar to other professional service policies.)
Extra Charge
For heavy grime or tough areas, additional charges may apply.
Built-Up Grime
Greasy Appliances
Wall Buildup
Extra Charge for Deep or Heavy-Duty Cleaning
If, during the service, our team encounters conditions beyond what’s typical for the
booked service, such as:
● Significant built-up grime
● Heavy grease on appliances
● Extensive wall spots or buildup
Areas that require specialized attention
We reserve the right to recommend a Deep Cleaning service or apply an extra service charge before continuing. This is because these areas require additional time, tools, and resources beyond standard cleaning care.
Clients will always be notified prior to any extra charge and given the option to approve or decline.
Recleaning Policy
We are committed to excellent results. If, for any reason, you are not satisfied with the quality of the service, we offer a reclean (return visit) within 24 hours provided:
● You were present for the walk-through at the end of service.
● You notify us within 24 hours of service completion.
Recleans requested after 48 hours will follow our standard service scheduling and may be subject to normal service fees.
Cancellation & No-Show Fees
We understand that plans change, but cancellations impact our schedule and cleaners’ wages. Our cancellation policy is:
● 48+ hours before service: No charge
● Less than 48 hours before service: $50
● No-show / no access at arrival / same day cancellation: $100
This policy helps us provide consistent care to all clients and fairly compensate our team.
Services We Don’t Provide
For clarity and quality control, the following services are not included in standard cleanings (and may incur extra charges if requested):
● Carpet or upholstery shampooing
● Exterior window washing or high window cleaning
● Heavy organizing or decluttering
● Trash removal from property
● Deep wall scrubbing
● Biohazard cleanup
(These items may be added as special or deep cleaning services if needed.)
Why These Policies Matter
✔ Set accurate expectations
✔ Maintain consistent pricing and quality
✔ Respect your time and ours
✔ Protect our cleaners and your home
We always aim to provide transparent communication and exceptional service. If you have questions about any policy or need clarification before booking, please reach out. we’re happy to help!