• Payment Terms – Opt 1) Credit Card auto charge. Opt 2) Pre-pay via check for 6 calendar months of service for a discount. We reserve the right to withhold service at any time if payment terms are not met. We require a valid Credit Card to be kept on file even if you are a pre-pay customer. Credit card information can be kept up to date in the online customer portal or by calling the office. Please do not send credit card information by email or text.
• Cancellations & Re-scheduling – Kindly give 48 hrs notice for cancellations or re-scheduling requests. Cancellations or reschedules with less than 24 hours’ notice will incur a $150 fee for deep cleanings, $75 for routine cleanings. Excessive rescheduling requests may limit our ability to provide service. When re-scheduling regular service, we will do our best to accommodate your needs, however availability is not guaranteed. Please note that cancelling a visit or suspending service may incur additional charges on our return to account for any extra cleaning time required.
• Pricing – Pricing is subject to change at any time. However, it is our policy to review prices twice per year and adjust accordingly. We always give at least two weeks’ notice of price increases. Immediate price increases will result from the addition of rooms or occupants, a change in building materials (from renovation, for example) or a change in room/area use.
• Supplies & Equipment – We provide all supplies and equipment. For sanitary reasons we ask that a toilet brush be made available for each toilet in the home. You may provide special products/equipment for our use upon your request.
• Access & Lock-Out – When we are scheduled to clean but are restricted from entry, there will be a $75 lockout fee. We cannot guarantee a return visit in the same week. A key lockbox or electronic door pad is strongly preferred and will ensure the most consistent service.
• Security – We will lock the entry door upon our exit if you are not home. For the safety and security of your home and our staff, kindly give us notice if you expect a visitor or service person while we are scheduled to be in the home. It is our policy not to grant home access without the express permission of the client.
• Bodily Fluids and Biohazard – We are not able to clean bodily fluids, pet waste and other biohazardous material due to additional specialized training and equipment requirements.
• Excessive Clutter – Excessive clutter, trash or other items that prevent safe access to rooms or surfaces must be removed before your scheduled service date. Removing excessive clutter, trash or other belongings is beyond our scope of services.
• Mold, Fire and Tobacco Smoke – Remediation of mold, fire and tobacco smoke is beyond the scope of our services. We may refuse service if excessive mold or smoke is present.
• Household Pests – We are not able to clean when there are bed bugs, cockroaches, fleas, termites, rodents, or other unsanitary pests present. We reserve the right to refuse service until pest infestations are professionally remediated. A cancellation fee may apply.
• Active Construction – We are not able to perform cleaning services during active construction within the living areas of the home, due to safety and efficiency concerns.
• Health & Safety – We require our employees to always wear shoes and refrain from climbing ladders. For the health of our staff and clients, we are a non-smoking company. We ask that our clients refrain from smoking in the home while we are performing services. We reserve the right to refuse service if strong tobacco odors or other noxious odors are present.
• Slip, Trip & Fall and Winter Safety– Our staff are thoroughly trained in slip, trip and fall prevention and will work hard to create a safe environment while in your home. To ensure a safe work environment, please keep walkways clear of snow and ice on the day of scheduled service. Please ensure all stairways have handrails. Please keep all walkways, stairways and hallways clear of large debris that could cause a slip, trip or fall.
• COVID-19 Safety– We strictly adhere to all current CDC guidance concerning COVID-19. Employees may wear masks at any time if they choose. We are happy to wear a mask in your home upon your request. We ask if there is an active COVID-19 case in the home that you reschedule service. We reserve the right to refuse service if there is an active COVID-19 case in the home.
• Property Damage – In the rare event that something gets damaged during the cleaning, please report it to our office within 24 hours so that we can investigate and implement a solution as soon as possible.
• Termination Policy – You may cancel your routine cleaning service at any time. We ask for two weeks’ notice so we can fill our technician’s schedule.
• Foul Weather – We are well equipped for winter and make every effort to keep our appointments during winter weather events. If we judge road conditions to be unsafe for our staff, we will contact you to make re-scheduling arrangements.
• Our Employees – Our clients may not solicit our employees to be contracted or employed by you or your affiliations for cleaning services of any kind.
• Staff Tips – Tips/gifts are optional and shared by the crew regularly assigned to your cleaning. It is customary to tip once per year, usually around the winter holidays. Anywhere from 50-100% of the cost of a regular cleaning is appropriate, to be split among the crew. Clients may also choose to tip on a per-visit basis.
• Initial Clean & Hourly Service – For the first cleaning, you will be charged an hourly rate for the time worked. Other services or visits outside of our routine visit scope of work may be charged hourly. Prices are quoted per labor hour.
• Satisfaction Guarantee – Our goal is for every client to be 100% satisfied with their cleaning, every time. If for any reason you are unhappy with the service that you have received, please contact us as soon as possible so we can make it right.
• Referral Program – New customer referrals are always greatly appreciated. Check with the office for the latest referral rewards.
• Office Hours – Our standard office hours are Monday through Friday 8:00 a.m. – 5:00 p.m., and we welcome your calls, emails and text messages.