Customer Guidelines & Service Policy

Effective Date: 2026-04-23

1. Overview

These Terms of Service are designed to help our clients understand the services they are purchasing. They clarify our guarantees, exclusions, cancellation policies, and potential issues we strive to avoid. With your cooperation, we can ensure a smooth and successful cleaning experience in your home.

2. Cleaning-Day Home Preparation

Your cleaning fee is based on our technicians focusing entirely on cleaning—not routine tidying.

We ask that you:

• Pick up floors, countertops, and surfaces

• Remove clutter

• Clear dirty dishes from sinks

If you would like us to handle these tasks, please notify us in advance so we can adjust your cleaning fee accordingly.

3. Scheduled Arrival Window

When booking your service, we provide an estimated arrival window.

• If we are delayed, we will call or text you

• If you are not home, you may leave instructions for access

4. Dusting Policy

Our technicians use professional tools and techniques to effectively remove dust.

Settling Dust:
Some dust may become airborne during cleaning and settle afterward, especially during initial visits.

Small Items & Decorations:

• 10 items or fewer: hand-dusted and moved

• More than 10 items: dusted in place

Height Limitations:

• We do not dust beyond reach of a 2-step ladder

• We avoid high or unstable items that cannot be safely secured

5. Cleaning Supplies

We provide all cleaning supplies and equipment.

• We do not use customer-provided products

• We cannot clean in environments with fumes from paint, varnish, or similar substances

6. Pets Policy

We love working around pets, but:

• We are not responsible for pet-related damages or incidents

• Pets with special needs should be secured or boarded

• We do not handle pet waste or litter boxes

7. Payment Terms

Payment is due within 24 hours after service completion.

Accepted methods:

• Cash

• Zelle

• Check

• Venmo (+3% fee)

• Credit Card (+3% fee, payment link required)

8. Rescheduling Policy

Rescheduling may affect your service rate depending on the time between visits:

• Skipping cleanings may increase rates (up to 50%)

• Longer gaps may result in higher pricing tiers

• Additional cleanings may temporarily lower rates

• Repeated cancellations may result in removal from recurring schedule

9. Cancellation & Rescheduling Fees

Changes made with less than 48 business hours notice will incur a $50 fee.

All changes must be made via:

• Text

• Phone

• Email

Providing home access (key, code, etc.) can help avoid cancellations.

10. Recurring Service Termination or Pause

We require 2 weeks notice to:

• Pause services

• Cancel recurring cleanings

• Change service frequency

Less notice may result in cancellation fees.

11. Non-Solicitation of Employees

Clients agree not to hire or solicit our employees for private services.
If interested, please contact us to discuss proper arrangements.

12. Feedback

Customer feedback is essential to maintaining high-quality service.
We encourage you to share your experience with us.

13. 100% Satisfaction Guarantee

If you are not satisfied:

• Contact us within 24 hours

• We will return and re-clean the area at no charge

Note:

• No refunds or discounts are provided

• Re-cleaning must occur within 1 business day

14. Breakage Policy

We are not responsible for damage caused by:

• Fragile or unstable items

• Improperly placed or secured objects

• Worn or brittle materials (e.g., older blinds)

Please:

• Move fragile or valuable items

• Or request us to skip specific areas

15. Acceptance

By using our services, you acknowledge and agree to these terms.