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Terms of Service

Service Limitations

To ensure the safety of our team and maintain service quality, we are unable to:

  • Clean walls, ceilings, exterior windows, window screens, filters, vent hoods, or the interiors of washers, dryers, dishwashers, fireplaces, or garages.

  • Use ladders taller than three steps or lift items over 25 pounds.

  • Perform services in homes where construction, remodeling, or moving is actively taking place, or where there is no running water or electricity. An exception can be made with client consent to waive our Service Guarantee (see below).

  • Provide carpet shampooing, steam cleaning, stain removal, mold remediation, or pest/insect removal.

  • Clean under extreme clutter or hoarding conditions. If you believe your home may fall under this category, please send photos and details in advance so we can assess feasibility. If the team arrives and the job cannot proceed due to any of these conditions, our cancellation policy will apply.

  • Clean biological or hazardous materials, including feces, urine, vomit, blood, or similar substances.

  • Clean post-construction or renovation residue (e.g., paint, grout, cement, dust).

Service Validation

If you’re not satisfied or something was missed, let us know within 24 hours of the service, and we’ll address the issue within 48 hours.

Please note this guarantee does not apply if:

  • Your home had no running water or electricity at the time of service.

  • The issue is reported more than 24 hours after service completion.

  • You were present during the cleaning and did not raise concerns at the time.

  • The property was under construction or renovation during the cleaning.

Arrival Window

While we aim to arrive on time, please allow a 60-minute window before or after the scheduled start time to accommodate parking, traffic, or unexpected delays. If we are running significantly late, we will contact you as soon as possible.

Home Access

You may choose one of the following options for home entry:

  1. Be present to greet the team and let them in.

  2. Provide a code or leave a key in a secure, pre-agreed location. In this case, the customer accepts responsibility for any incidents before or after the cleaning unless proven otherwise.

Payments & Tips

All payments are made online via a secure payment platform (e.g., Stripe). Payment must be received at least 24 hours before the appointment. If not received on time, your booking may be canceled and the cancellation policy will apply.

Tips are not required but are always appreciated. You can:

  • Include a tip at the time of booking, or

  • Tip your cleaning team directly at the time of service.

Cancellation & Rescheduling Policy

We understand that plans can change. If you need to cancel or reschedule, please notify us as soon as possible via email or phone.

  • Same-day cancellations or access issues (e.g., no entry): 50% of the total service cost.

  • Cancellations made within 24 hours: $80 per cleaning professional.

These fees help cover our team’s time and scheduling disruptions.

Refund Policy

We do not offer refunds once a cleaning service has been completed. However, we are happy to address any concerns in line with our Service Guarantee.

Price Changes

We reserve the right to adjust our pricing at any time. Existing customers will be notified at least 14 days in advance of any changes.

Liability

Our team is fully bonded and insured. Please report any damages within 24 hours of the cleaning service.

We are not liable for:

  • Art, antiques, or electronics

  • Items of sentimental value

  • Unique or irreplaceable items

  • Jewelry, cash, or personal keepsakes

Privacy Policy

We collect personal information to:

  • Deliver and personalize your service experience.

  • Process secure transactions.

  • Improve operations and customer service.

  • Send important updates via email or text.

Your privacy is a priority. We do not share your information with third parties. Our company is bonded and insured for your peace of mind.

Policy Update

These terms may be updated at any time without prior notice. By using our services, you agree to the most current version of our Terms & Privacy Policy.

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