Customer Guidelines
HOW TO PREPARE FOR CLEANING
We visit all kinds of homes and there isn’t a requirement to tidy up before we arrive, however you will get the greatest value for your service if the cleaners are able to access all of the surfaces and areas you want cleaned (e.g. the sink, floors, counters, tables).
ENTRY INFORMATION & PARKING
The cleaner must be able to access the home according to the access details you provide in your initial booking. For your first appointment, you must either be at home to meet your cleaner, or make other arrangements for entry. If there are any entry changes please update us at least 3 business hours prior to your appointment time. If the cleaner arrives at your home and is unable to access your space per the instructions you provided, they will wait for up to 30 minutes after your scheduled appointment time while we attempt to contact you. If we are unable to contact you or access your space within 30 minutes, a No-Show fee will apply (see Cancellation Policy).
Please let us know if you have special parking instructions or if we need to use a parking pass when servicing your home. We typically park on the street in residential neighborhoods.
EMPLOYEE INFORMATION
All of our cleaners are thoroughly trained, vetted, and background checked.
CLEANING SUPPLIES
Cleaners bring their own cleaning supplies and equipment to the appointment, although customers may supply their own if they prefer. There must be at least one toilet brush per level. If the cleaner is unable to find that a toilet brush has been supplied, one will be provided for a $5 fee.
CLEANING SCOPE
Please review the areas covered in our Maintenance Cleaning Checklist. We do not wash walls, hand wipe chandeliers, or wet wipe light bulbs. We also do not clean pet waste or excessive bodily fluids. Additionally, we will not empty shredder trash without permission. Dishes and laundry are add-on services that should be enquired about ahead of time.
If there is anything you do not want us to clean or touch please notify us ahead of time.
In rare cases, if the cleaner determines that the services required exceed the estimated price range, you will be contacted to review and approve the new price before service is continued.
Factors that may result in a change in price beyond the estimated price range include the size of the home, amount of clutter or accumulated cleaning needs, or if additional spaces or services are requested or identified during the walk-through that were not included in the initial booking. The cleaner and customer service team can provide more information based on the details of your space.
PAYMENT
Payment is due the day of service. We keep credit cards on file for regular maintenance cleanings that will be charged at the end of the day.
TIPPING
100% of any payment made that exceeds the total cost of your cleaning will go directly to your cleaner as a tip. If there are multiple cleaners, the tip will be evenly divided among them.
SERVICE QUALITY SATISFACTION
We are dedicated to providing the highest quality service and ensuring customer satisfaction. As part of our quality control systems, the cleaner may take photos of your space during the cleaning service to document work completed (for internal use only). If you are not satisfied with the cleaning service you received, or have any other concerns, please notify us within 24 hours following your appointment. We will gladly return at the next available appointment to clean the unattended area at no additional charge.
As part of our mission to ensure fair wages and working conditions for domestic workers, including addressing the cleaning industry’s history of wage theft, as a policy we do not issue refunds for work completed as described in our service policies. We reserve the right to adjust this policy on a case-by-case basis (for instance, if we determine that a particular aspect of the service was not completed).
HOLIDAY CLOSURES
We are closed on the following holidays. If you have a regularly scheduled cleaning on one of these days, we’ll reach out ahead of time with rescheduling options.
- New Year’s Day
- Memorial Day
- 4th of July
- Labor Day
- Thanksgiving
- Christmas Eve
- Christmas Day
LOCK OUT AND CANCELLATION POLICY
We understand that unexpected changes in your schedule may come up. We do our best to be flexible and fair to both our customers and our cleaners. You can cancel or reschedule your service without a fee up to 48 hours on business days prior to your appointment time. If your appointment is on Monday though, we need 72 hours notice. Please note that if service is canceled with less than 48 hours notice, we are unable to access the home upon arrival, or are turned away at the door, we will have to charge a cancellation/lockout fee equal to half the service price.
Cancellations (skips) of regularly scheduled cleanings will lead to a 20% increase in price for the next cleaning due to the additional cleaning needs your home will have after additional time has passed.
COVID-19 & SICKNESS POLICY
Less than 48 hour notice cancellations due to covid infection will be waived. If someone in your home is sick and has tested negative for Covid, we can still clean it. Please just let us know ahead of time and we will skip the room that the sick person is recovering in for that week.
SAFETY & WORKING CONDITIONS
Cleaners will not be expected to execute services if the conditions in your home are deemed unsafe and/or unworkable. We do not handle biohazard situations, which include any environment contaminated with biological materials that could pose a risk to human health. This includes, but is not limited to, blood spills, excessive bodily fluids (outside the toilet), serious mold growth, pest infestations, and hazardous waste. If your home requires specialized cleaning for these types of conditions, we recommend contacting a certified biohazard remediation service. If your home requires cleaning for these types of conditions, we recommend contacting a certified biohazard or mold remediation service.
Additional examples of unsafe/unworkable conditions may include but are not limited to: extreme temperature (below 50 degrees or above 75 degrees), aggressive animals (dog bite), and any other situation where harm to their body could occur or their general well-being could be at risk.
Safety also includes not being subjected to hostile, abusive, and/or discriminatory behavior. If any of these conditions arise at a home, the cleaner will leave and the customer will still pay the agreed upon price.
PET SAFETY
Please let us know in advance if there are any animals in the premises who are prone to escaping so that we can assure that the cleaner is able to enter and exit without letting them out. We love animals but if there is one present who will need more supervision, please make arrangements for them so your cleaner may clean without distraction.
LOSS OR DAMAGE CLAIMS
In the event one of our cleaners has caused accidental damage to your residence or any personal items, please report it to us within 7 business days. If an accident happens during your cleaning, we will immediately notify you.