Entrance and Safety Policies

Alarm System

If your home has a security system, please provide instructions on how to disable it properly upon our arrival. Our staff is trained to follow security and access procedures.

  • Our policy is to lock the door while we clean and to avoid allowing access to unknown persons.
  • Please do not rely on us to let in workers during our cleaning time.

Safety Policies

Clients and Pets
To prevent safety hazards (such as contact with cleaning products, tripping over equipment, etc.), we ask that you, your children, and pets avoid entering rooms while we clean.

  • If there is excessive pet fur or hair throughout the home, an additional fee starting at $50 will be added to the bill, which may increase depending on severity.

Firearms

  • Firearms must be safely stored and locked away before we begin cleaning. We will not clean rooms where a firearm is visible.
  • Firearms should not be left under pillows or mattresses, as this poses a danger when we change linens.

Cleaning Limitations

  • Our teams cannot move heavy objects, flip mattresses, or move large appliances due to liability concerns.
  • We can reach areas up to 6 feet high using standard ladders, but we cannot guarantee we can reach higher areas.
  • For safety reasons, we cannot remove or install window screens.

Health and Safety

  • We are unable to clean vomit, blood, urine, excrement, mold, or any hazardous spills and materials.
  • Cleaning these materials will result in additional fees starting at $150, though areas with mold will not be cleaned under any circumstances.
  • We reserve the right to deny jobs if conditions severely exceed the services booked (e.g., hoarding, squatting, human waste, etc.).

Sickness
If you or someone in your home is sick and contagious, please contact us to reschedule your cleaning.

 

Maximum Hours

With our flat-rate pricing model, we have a maximum amount of hours that can be worked for each type of job.

  • The estimated time for each job is shown in the booking summary. If exceeded, we charge $60 per hour per crew member.
  • It’s rare that we ever go over, and we will always notify you in advance if we think we’ll exceed the maximum hours allotted for your job.
  • Additional services must be requested in advance to allow us to schedule the extra time and supplies needed.

 

Arrival Window

  • Our teams arrive at their first home between 8:00 a.m. and 10:00 a.m. and their last home between 5:00 p.m. and 6:00 p.m.
  • Unless you are our first cleaning of the day, we cannot guarantee an exact arrival time.
  • We do our best to arrive on time, but we ask customers to allow a 1-2 hour window for traffic, parking, and other unforeseen circumstances.
  • Using our online booking form, you can select the requested arrival window of your cleaner.
  • Please allow us the flexibility of scheduling our arrival between 8:00 a.m. and 5:00 p.m.
  • If we have to wait for the client to get access to the unit, we will charge $60 for waiting time.
  • The estimated time for each job is shown in the summary. If exceeded, we charge $60 per hour per crew member.

 

Cancellation & Reschedule Policy

  • Cancellation Notice: Please provide at least 24 hours notice for cancellations. Cancellations within this time will incur a $50 cancellation fee.
  • Last-Minute Cancellations: Cancellations within 8 hours of the appointment will incur a $100 fee.
  • Rescheduling: You may reschedule with no extra cost (maximum 3 reschedules per appointment) by providing at least 24 hours’ notice.
  • Missed Appointments: If we arrive but cannot gain access to the property, a 100% missed appointment fee will apply. If access cannot be gained and the client agrees to have us wait, we will charge $60 per hour until access is provided.

Payment Processing: Our payment processor places a hold on your account 24 hours before booking as a routine verification of funds. You will only be officially charged on the booking date. This helps us reserve your preferred time and safeguards against fraudulent charges.

 

Respect of Our Teams

Our teams have permission to leave any job if they experience harassment or disrespect in any form. Should this occur:

  • Our office will be notified immediately, and the job will be vacated.
  • The full service charge will be applied to the card on file.
  • If necessary, a police report will be filed.