Customer Guidelines2019-09-13T17:38:03+00:00

What You Need to Know

Access to your home: We must assess a 50% fee when you fail to leave access to your home the day of service. There are no exceptions after the first incident.

Cancellation: We will assess a 50% fee if you cancel with less than 24 business hours notice.

Lock-out Fee:  We will assess a $50 fee if we are locked out and cannot access your property on the day of cleaning or are sent away on the day of cleaning for whatever reason.

Tipping: Always appreciated but not required. A suggested tipping range is 10%-15% of the cleaning fee. Call our office if you wish to add tipping to your credit card payments.

Payment: Payment is due at the time of service. The third time you fail to provide a timely payment, we will request a credit card number to be held for back up payment. If we receive two NSF checks in 12 months, we will require a credit card number for back up payment or prepayment three weeks before service.

Rate Increases: We reserve the right to raise our rates at anytime. You will be given advance notice of a price increase.

Getting Ready for the Cleaning: Don’t “clean” before we arrive, but do “pick up” as much as possible. This will allow us to focus more on details and quality for you. If rooms continue to not be picked up, we will have to charge a “pick up” fee. Remember, we are “surface cleaners”: if we can’t get to the surfaces, we can’t clean them properly.

The Setting: The ideal cleaning situation is when no one is home. Since this is not always possible, please eliminate as many distractions as possible so our techs can work uninterrupted. Try to schedule your cleaning day when there will be fewer people at home. Please, secure pets, and keep children in another area as we are working with equipment and products that may not be safe for children.

Supplies/Equipment: We furnish all supplies and equipment (except the toilet brush!), guaranteeing the performed cleaning job. If you prefer us to use your own cleaners/equipment, extra time/fee will be added on and we will not be able to guarantee the cleaning results.

Pets: We love them! But please secure any pet that may be a threat. Also, we do not clean up after sick pets or pet accidents, or around litter boxes.

Referrals: Referrals are the best compliment we can ever get! Receive a FREE cleaning every time you refer us to your friends, family, and neighbors when they sign up for on-going service and after their 3rd regular cleaning.

Breakage: It’s bound to happen. We hate it when it does and we do our best to prevent it! The following is critical communication regarding our breakage policies:

  1. Some breakage occurs when there are “booby traps.” Those are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case by case basis. We cannot take responsibility for “booby traps.” Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves).
  2. We will pay up to $100 per breakage item, when value is verifiable. Please move expensive figurines or glassware to a location we do not clean, or have us skip that area completely if you do not wish to accept the risk.
  3. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 30 days of discovery.