Customer Care & Service Policies

Our goal is to provide dependable, high-quality cleaning while building long-term, respectful relationships with our customers. These policies help ensure consistent service, support our cleaning team, and allow us to care for your home the way it deserves.

If you ever have questions, please reach out - we're always happy to help.

Our 100% Satisfaction Guarantee

Your satisfaction is very important to us.

If you are not happy with any area we have cleaned, please contact our office within 24 hours of your scheduled service. We will be happy to return and reclean the specific area(s) at no additional charge.

To ensure timely resolution, our cleaning technicians must be allowed access to the home within the next two (2) business days following your call. This guarantee applies to the original scope of work scheduled for your cleaning.

Scheduling, Skipped Visits & Service Gaps

We design our recurring services to maintain the cleanliness of your home over time.

If there is an interruption of regular service of four (4) weeks or more, the next scheduled cleaning will be billed at the initial/first-time cleaning rate. This allows our team to properly address the additional buildup that naturally occurs during extended gaps.

We're always happy to discuss options if your schedule changes - just let us know.

Cancellations & Appointment Changes

We understand that plans can change and appreciate as much notice as possible.

• We kindly ask for at least 24 hours' notice for any cancellation or reschedule.
• Appointments changed with less than 24 hours' notice may be subject to a missed appointment fee equal to 50% of the scheduled cleaning.

This policy helps us support our cleaning professionals, who reserve time specifically for your home.

Same-Day Cancellations

Appointments canceled the day of service are considered a late cancellation and may result in the 50% missed cleaning fee noted above.

Access to the Home, Lockouts & Alarms

Please ensure our cleaning team can safely access your home at the scheduled time. This includes providing working keys, access codes, alarm instructions, or making certain someone is available if needed.

• If our team arrives and is unable to enter the home for any reason (locked doors, incorrect codes, alarms not disarmed, pets not secured, or no one home), a $50 lockout fee may apply.
• Repeated access issues may require a review of scheduling arrangements.

Clear access helps guarantee a smooth and stress-free visit for everyone.

Home Security Cameras & Recording Devices

Clients may use visible security cameras during scheduled services. We kindly request advance notice if recording devices, including audio, are in use. Cameras are not permitted in private areas such as bathrooms or changing spaces. If an undisclosed device is found in a private area, we reserve the right to pause or discontinue service.

Our goal is to maintain a safe, respectful, and professional environment for both clients and staff.

Security Alarms

We are not responsible for any charges issued by local police, fire departments, alarm monitoring companies, or similar services if an alarm is activated and our technicians are unable to turn it off.

Pets & Animal Safety

We love pets and want everyone to remain safe.

Pets Escaping the Home

We cannot be responsible for pets that may escape while our cleaning technicians are entering or exiting your home. If your pet will be roaming freely during the cleaning, please let us know in advance so our technicians can be extra cautious when opening doors.

Our technicians are trained to close doors promptly upon entry and exit and will not leave doors open for extended periods.

Pet Feces & Urine

For health and safety reasons, our cleaning technicians cannot touch or remove pet feces, including emptying litter boxes.

Urine stains on hard floors will be mopped; however, if urine has soaked into wood or other porous surfaces, discoloration may remain. In these cases, a flooring specialist may be required.

Preparing for Your Cleaning

To help our team work efficiently and deliver the best results, we kindly ask that:

• Floors, countertops, and surfaces are reasonably clear
• Pets are secured or noted in advance
• Any special instructions or priority areas are shared with us ahead of time

If excessive clutter or unexpected conditions limit our ability to clean certain areas, we will do our best and communicate with you if adjustments are needed.

Settling Dust

During the dusting process, some dust becomes airborne and may resettle after we leave. This is most common during first-time or initial cleanings, and it may take several visits for settling dust to be minimized.

Scope of Services & Limitations

Our services focus on professional residential cleaning.

We do not provide organizing services, move heavy furniture, or handle hazardous or biohazardous materials. While we clean thoroughly, some stains, buildup, or wear may not be fully removable.

For safety reasons, we may be unable to clean areas that are inaccessible or unsafe.

Breakage, Damage & Concerns

Our team treats every home with care and respect.

If you notice a concern, please notify us within 24 hours of your cleaning so we can review and address it promptly. We are not responsible for damage due to normal wear and tear, preexisting conditions, or improperly installed items.

Health & Safety Considerations

To protect both clients and staff, we ask that homes with known active infestations (such as fleas or bed bugs) notify us prior to service.

If unsafe or unsanitary conditions are present, we may need to pause or reschedule service until the issue is resolved.

Payment Information

For convenience, payment is due at the time of service, unless other arrangements have been approved in advance.

We accept Checks, Zelle and electronic payments including Credit cards (coming soon).

Prompt payment allows us to continue providing reliable service and fairly compensate our cleaning team. Accounts with outstanding balances may have service temporarily paused until resolved.

Pricing Adjustments

Pricing is based on the information provided and the condition of the home at the time of service.

If the condition of the home changes significantly, or if service frequency changes, pricing or service levels may need to be reviewed. Recurring service rates assume ongoing maintenance and regular visits.

Respect & Professional Conduct

We believe in treating everyone with kindness and respect. Any inappropriate, unsafe, or abusive behavior toward our staff may result in immediate termination of service.

Thank You

Thank you for trusting us with your home. These policies allow us to deliver dependable service, care for our team, and maintain the quality our clients expect.

We truly appreciate your business and look forward to serving you.