Service Policies to Better Serve You!

Customer Satisfaction

We guarantee the quality of our work! We’ll perform a Before walkthrough to confirm the scope of service as well as an After walkthrough to make sure you are satisfied with the result. We also take thorough Before & After photos/videos.
If you are not completely satisfied with our cleaning services, notify us within 12 hours of the completion of your service providing photos of the areas that were missed and the crew will come back to redo any missed spots/areas completely free of charge.

Scope of Service

Some of our services include spot cleaning of walls and deeper cleans on things such as kitchen appliances. However, cleaning stains or marks throughout the home or business due to smoking, grease, rust, water damage, rot, or other neglected wear & tear may require an upgraded type of cleaning or multiple repeat cleanings to be thoroughly treated. If an upgraded cleaning is required, we will give you the option to add the service or we will do the best we can to improve the conditions within the current type of cleaning that was paid for. Some things may just be too far gone and will require more serious repairs or replacement.
We will provide all cleaning supplies, equipment, labor, and supervision for our services.
If we must use a stronger than usual cleaning chemical to complete your service, we will get your approval prior to moving forward. If you do not want us to use it, then we will do the best we can with other general cleaning products.

We carry various cleaning solutions. If you prefer we use a certain brand, scent, or type of product that we do not carry, we ask that you provide us with the cleaning products you prefer and we will gladly use that for your service.
Our services primarily focus on cleaning, sanitizing, and disinfecting your home or business. We will organize and/or declutter for approximately 5 mins per living area.

PLEASE NOTE: organizing and decluttering are not services that are regularly included in our cleaning service packages, but can be provided for an additional hourly fee of $60 per hour, per technician.
Some of our deep clean services include cleaning the interior of cabinets, drawers, kitchen appliances, and so forth. In order to thoroughly perform our deep clean, cabinets and drawers must be emptied prior to service. Also, please go through the refrigerator & freezer to remove any items that would need to be discarded in order to reduce the clutter. We’d prefer not to put old, dirty, or smelly items back into an appliance we just cleaned for you! If upon our arrival the cabinets, drawers, or appliances are overly full, you’ll have two options on how we can proceed:
We can move forward with the cleaning and do our best to work around the items remaining in the cabinets/ drawers/ appliances, but we may not be able to perform as thorough of a cleaning.
We can remove all of the items, clean the cabinets/ drawers/ appliances, and put things back as organized as possible for an additional hourly fee of $60 per hour, per technician.

If we arrive at the service location and the conditions are significantly worse than the service that was booked, we will inform you of the type of additional service required to complete the job and how much of an additional charge would need to be assessed if you wish for us to continue (payment must be processed prior to us commencing work).
If you choose to move forward but wish to reschedule, an additional fee that’s 10% of the total charge will be assessed (minimum of $50 fee).
If you choose not to move forward, your payment will be refunded but a $75 same-day cancellation fee will be retained.

Payment

If you schedule a service with us over the phone and are provided an invoice, a card must be put on file or the invoice must be paid by 10:00 PM the day prior to the scheduled service so we can send our cleaners out the next day. If a form of payment is not on file or received by then, we will assume you chose to cancel your booking and our cleaners will not be sent to the service location.
If you schedule a service through our online booking system, your card information will only be stored to authorize a hold. The total amount will be processed as a hold on your card the day before your scheduled service. Payment will be fully processed upon the completion of your service.

Cancellation/Rescheduling Policy and Fees

If you schedule recurring services, you will receive reminder emails about your upcoming service appointments. We’ll also reach out to you via phone and/or text to confirm you’d like to keep your upcoming service and use the same payment method you have on file. If we do not receive a response to confirm the scheduled service by 10:00 PM the day prior, we will assume you chose to cancel or reschedule your service and our cleaners will not be sent to the service location.
If you cancel or reschedule a service within 24 hours of the service appointment, a fee will be charged automatically:
$75 fee for same-day cancellations
$50 fee for same-day reschedules

Liability – Safety First!

During a cleaning service, if a health or safety hazard is discovered (i.e. blood, feces, weapons, drugs, etc.), we will stop the cleaning and leave the premises. We will contact you immediately to discuss next steps.
Unfortunately we are not equipped or insured to clean any chemical or biological waste which includes animal-related waste messes. If this service is required, we’ll do our best to refer you to a specialist for this type of cleaning.
If our cleaners arrive at your home/business and there is a child under 16 years old but no adult present, we will leave the premises and contact you immediately to discuss next steps. The service can be rescheduled or we will refund the payment but retain a $75 same-day cancellation fee.
Regarding moving-related cleanings, for liability reasons, the home/business must be completely empty OR all that remains must be kept in a single room behind a closed door that we will not enter or clean. If you are leaving furniture, please let us know before your service.
If your home is occupied, we will not clean or organize the interior of your closets or drawers to respect your privacy.

Heavy Objects – Our staff isn’t able to lift more than 30 lbs. If the home needs cleaning behind furniture or appliances, please make accommodations to have these moved prior to us arriving.
We love pets! However, for everyone’s safety please make sure all animals are crated or out of harm’s way so we can get right to work.

Issues related to insects, fleas, bed bugs, rodents, and any other similar pests will require a professional pest removal service and/or animal control before we can help. If we find there is an active issue, we will stop the cleaning and leave the premises immediately. We’ll contact you to discuss next steps and refer a professional service. Once completed, you’ll need to provide us reports, receipts, certificates, etc. as proof the situation was dealt with professionally before we are able to schedule a return date to resume your cleaning services.

If services have already commenced and we come across an active issue, we will refund the payment but retain a fee proportionate to the total services that were rendered thus far – minimum fee of $99.

Issues related to high concentrations of hazardous materials such as mold, asbestos, ammonia, lead, radon, or any other hazardous materials will require professional abatement and/or remediation services before we can help. If we find there is an active issue, we will stop the cleaning and leave the premises immediately. We’ll contact you to discuss next steps and refer a professional service. Once completed, you’ll need to provide us reports, receipts, certificates, etc. as proof the situation was dealt with professionally before we are able to schedule a return date to resume your cleaning services.

If services have already commenced and we come across an active issue, we will refund the payment but retain a fee proportionate to the total services that were rendered thus far – minimum fee of $99.