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 cleaning techs are able to access all of the surfaces and areas you want cleaned (e.g. the sink, floors, counters, tables).

ENTRY INFORMATION & PARKING

The cleaning tech 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 cleaning tech, 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 cleaning tech 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 Lock-Out 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 cleaning techs are thoroughly trained, vetted, and background checked. We assign a regular cleaning tech to all of our recurring maintenance cleanings and customers should feel free to let us know who they prefer as their regular cleaning technician, however we cannot guarantee the same person will always perform every cleaning due to sickness, vacation time, or other scheduling conflicts. If your regular cleaning technician is unavailable, we will send an experienced substitute cleaning technician so your cleaning schedule does not get disrupted.

CLEANING SUPPLIES

Cleaning techs 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 cleaning tech 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 (spot cleaning only), ceilings, wipe electronic screens, hand clean vinyl or aluminum blinds, clean 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 cleaning tech 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 cleaning techs 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 cleaning tech as a tip. If there are multiple cleaning techs, 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 cleaning tech 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 cleaning techs. You can cancel or reschedule your service without a fee up to 48 business hours prior to your appointment time. If your appointment is on Monday though, we need notice before 8:30AM the previous Friday. 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 50% of the service price.

Cancellations (skips) of regularly scheduled cleanings may 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.

For recurring maintenance cleanings (weekly, biweekly, and monthly), we send courtesy email reminders three days before and a text the day before. Additionally, we put the next cleaning date on the checklist we leave at your home.

Note that all monthly cleanings are scheduled every four weeks on a specific day and time instead of a specific day of the month. Let the office know if you need additional help keeping track of your recurring appointments.

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.

WORKING CONDITIONS

Cleaning techs will not be expected to execute services if the conditions in your home are deemed unsafe and/or unworkable. We cannot clean homes that do not have running water and/or electricity for our vacuums. In the event of a power outage, please contact the office ahead of time to let us know your home has been affected.

If this is a move-in or move-out cleaning and the home is between residents, electrical and water must be connected for us to proceed. Otherwise this will be considered a lock-out and we will have to charge a 50% fee to compensate our cleaning techs for their time.

SAFETY CONDITIONS

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 cleaning tech will leave and the customer will still pay the agreed upon price.

MOVE-IN/MOVE-OUT CLEANINGS

Move-in and move-out cleanings are generally done in empty homes and our checklist for move-in/move-out cleanings reflects this. If upon entry to the home, our cleaning techs discover that the home is not moved out of or already moved into, we’ll contact you to convert the cleaning job to a deep cleaning since there are areas we will likely not be able to access such as cabinets and closets.

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 cleaning tech 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 cleaning tech may clean without distraction.

LOSS OR DAMAGE CLAIMS

In the event one of our cleaning tech 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.