Customers Guidelines
Please take a moment and review our client policies. These policies are in place to help us deliver exceptional services to all our clients on each visit.
⏱️ Arrival Time
We understand that your time is valuable, and we do our best to stay on schedule.
For the first appointment of the day, our team will arrive at the exact time scheduled. For all other appointments, we provide a one-hour arrival window to account for traffic, travel time, and the varying needs of each home we clean.
If we experience an unexpected delay, we will keep you informed and reach out as soon as possible.
📅 Cancellation & Rescheduling Policy
To help us serve all of our clients efficiently, we kindly ask for at least 24 hours’ notice if you need to cancel or reschedule your cleaning appointment.
Requests must be made during our business hours, Monday through Friday, from 8:00 AM to 5:00 PM.
⚠️ Important: Appointments canceled or rescheduled with less than 24 hours’ notice may incur a 50% cancellation fee. We understand that emergencies happen and will review exceptional circumstances on a case-by-case basis.
🔑 Home Access & Lockouts
To ensure a smooth day for our dedicated staff, we require reliable access to your home at the time of service.
If our team arrives and cannot gain entry (e.g., forgotten keys, incorrect codes, or locked doors), and we are unable to reach you, a 50% lockout fee will apply to help cover our staff’s time and operational costs.
💡 Pro-Tip: Most of our long-term clients entrust us with a spare key, a garage code, or a lockbox combination. We treat your security as our top priority.
🐾 Getting the Best Results (Environment & Pets)
To provide the deep, thorough clean you deserve, we kindly ask for a clear working environment:
Foot Traffic: For safety and efficiency, we achieve the best results when there is minimal traffic from family members or pets in the areas being cleaned. For instance, our team cannot safely clean a kitchen while it is actively being used for cooking.
Floor Safety: Please allow floors to dry completely before walking on them to prevent slips and ensure a streak-free finish.
Our Furry Friends: We love pets! For their comfort and the safety of our team, pets should be kept in a secure, comfortable area away from loud vacuums and wet, mopped floors.
🛡️ Our 100% Satisfaction Guarantee (Feedback & Touch-ups)
Your satisfaction is our absolute priority. If any area of your home was missed or not cleaned to your expectations based on our checklist, please contact our office within 24 hours of your appointment and share a few quick photos with us.
We will gladly honor our guarantee by sending our team back to reclean the specific areas at no extra cost to you.
Touch-ups will be scheduled within 5 business days of the original appointment at a time that works best for you.
To maintain fairness to our schedule and team, issues reported after the 24-hour window, or homes that cannot accommodate a touch-up visit within the 5-day window, will no longer be eligible for a complimentary reclean, and full payment will be expected.
📦 Preparation
Please pick up miscellaneous objects and keep the home as tidy and organized as possible so we can focus on the quality of your cleaning.
Before we come to your home, please make us aware of any objects with sentimental value that are important for you like expensive objects, fragile objects, family objects and others. We will be happy to not touch those to guarantee that they’re preserved. Our cleaners are very careful and rarely break something, but accidents can happen and we want to make sure that all objects can be replaced.
💬 Complaints
If you have any issues with our cleaning services, please contact us within 24 hours of the appointment and send us photos that prove your claim.
We will honor our 100% satisfaction policy by sending our team back to clean missed areas or redo areas not cleaned according to our checklist within five business days. Please let our office know of a date and time that works for you within this period.
After five business days of the original appointment, the home will no longer be eligible for the repair spot cleaning and full payment for the service will be expected. If the crew returns and fixes said areas, full payment will be expected right after. Complaints made after the 24-hour period will not be accepted and payment for the full service will be expected.