Customer Guidelines
These guidelines keep everything clear, fair, and smooth for you and our team. They help us deliver consistent results and protect your home, your time, and our cleaners.
Clear access • Better results • Fair policies
Clear Expectations
Accurate details help us plan time, tools, and the right service for your home.
On-Time Arrival
Entry instructions and parking details prevent delays and missed appointments.
Respect + Safety
Simple rules keep your home protected and our cleaners safe while working.
1) Home Details + Pricing Fairness
Please describe the home accurately so we can quote and schedule correctly.
- Accurate information matters. If the home condition or size is significantly different from what was described, we may need to adjust the scope or timing.
- No surprise charges. We will never add extra charges without discussing it with you first and getting approval.
- Misrepresentation policy. If critical details were intentionally false (for example: number of rooms, extreme conditions not disclosed), we may decline the service or reschedule.
2) Kids, Pets + While We Clean
Help us work efficiently and keep everyone safe.
- Kids + pets: Please keep children and pets safe and away from active cleaning areas.
- Pets: If your pet is anxious, protective, or may escape when doors open, please secure them before we arrive.
- Please avoid walking around the home during service to prevent tracking dirt into areas we already cleaned.
3) Access Instructions
We need reliable entry so we can start on time.
- Provide garage access, key, lockbox, gate code, building code, or alarm instructions before the appointment.
- If you are traveling, please tell us. We document the condition of the home upon arrival (for example: lights, blinds, doors).
- If access is not available at arrival time, the appointment may be delayed, shortened, or treated as a late cancellation (see policy below).
4) Parking + Fees
Plan for a smooth arrival and avoid delays.
- If the property does not offer free parking and our team must use paid parking, the cost will be added to your invoice.
- Please share any parking rules, permits, or preferred spots in advance.
5) Cleaning Products
We use safe, professional products and tools.
- We bring our own supplies that are safe and effective for routine cleaning.
- If you request we use your products, you accept responsibility for any results or damage caused by those products (including reactions on surfaces).
6) Cleaner Safety Limits
Safety policies protect our team and your property.
- We do not lift items heavier than 15 lb.
- We do not climb higher than two ladder steps to reach areas.
7) Infestations
We follow strict health and safety standards.
- We do not clean active roach/pest infestations in residential homes.
- For commercial situations, service is evaluated case-by-case.
8) Damage + Pre-Existing Issues
We treat every home with care, and we need clear expectations.
- Please notify us about fragile items or areas that are already damaged (loose fixtures, cracked tiles, unstable shelves).
- We are not responsible for damage caused by pre-existing wear, improper installation, or fragile/unstable items.
9) Rescheduling + Cancellation Policy
This policy exists so the team is compensated in a fair and balanced way.
- Reschedules or cancellations before the team arrives: a 50% fee applies.
- This policy helps cover reserved time, travel planning, and scheduled labor.
10) Payments
Simple, secure options.
- We accept debit and credit cards.
- For recurring clients, ACH (bank transfer) may be available if set up in advance.
- We do not accept cash or checks.
11) Satisfaction Guarantee
We stand behind our work with a clear process.
- If something needs attention, notify us within 48 hours and include photos.
- Requests made after 48 hours may require a paid return visit.
Questions before your appointment?
Send your address, service type, and any access notes. We’ll confirm everything so your cleaning runs smoothly.
Get a Free QuoteFAQ
Do I need to be home?
No. Many clients provide a lockbox or entry code. Please send access instructions before the appointment.
Will I ever be charged extra?
Only if you approve it in advance. If the condition differs from the description, we may propose a scope or schedule adjustment first.
What if I need to cancel last minute?
Reschedules or cancellations before the team arrives are subject to a 50% fee to compensate reserved time.
How do I report an issue?
Message us within 48 hours and include photos so we can review and resolve quickly.
