Payment Terms – Opt 1) Credit Card auto charge. Opt 2) Pre-pay via check for 6 calendar months of service for a 5% discount. We reserve the right to withhold service at any time if payment terms are not met. We require a valid Credit Card to be kept on file even if you are a pre-pay customer. Credit card information can be kept up to date in the online customer portal or by calling the office. Please do not send credit card information by email or text.
Cancellations & Re-scheduling – Kindly give 48 hrs notice for cancellations or re-scheduling requests. Last-minute cancellations and re-scheduled cleanings limit our ability to provide a full work schedule for our field technicians and as such are discouraged. Excessive reschedule requests may limit our ability to provide service. When re-scheduling regular service, we will do our best to accommodate your needs, however availability is not guaranteed. Please note that cancelling a visit or temporarily suspending service may incur additional charges on our return to account for any extra cleaning time required.
Pricing – Pricing is subject to change at any time. However, it is our policy to review prices twice per year and make adjustments accordingly. We always give at least a two week notice for price increases. Immediate price increases will result from addition of rooms or occupants, a change in building materials (from a renovation, for example) or a change in room/area use.
Supplies & Equipment – We provide all supplies and equipment. For sanitary reasons we ask that a toilet brush be made available for each toilet in the home. You may provide special products/equipment for our use upon your request.
Access & Lock-Out – When we are scheduled to clean but are restricted from entry, we cannot guarantee a return visit in the same week. A key lockbox or electronic door pad is strongly preferred and will ensure the most consistent service.
Security – We will lock the entry door upon our exit if you are not home. For safety and security of your home and our staff, kindly give us notice if you expect a visitor or service person while we are scheduled to be in the home. It is our policy not to grant home access without the express permission of the client.
Health & Safety – Our employee’s safety is important. We require our employees to wear shoes at all times and refrain from climbing ladders. Due to additional training and safety requirements, cleaning bodily fluids, pet waste and other bio-hazardous material is beyond the scope of our services. For the health of our staff and clients, we are a non-smoking company. We ask that our clients refrain from smoking in the home while we are performing services. We reserve the right to refuse service if strong tobacco odors are present.
Property Damage – In the rare event that something gets damaged during the course of the cleaning, please report it to our office within 24 hours so that we can investigate and implement a solution as soon as possible.
Termination Policy – You may cancel your routine cleaning service at any time. We ask for two weeks notice so we can fill our technician’s schedule.
Foul Weather – We are well equipped for winter and make every effort to keep our appointments during winter weather events. If we judge road conditions to be unsafe for our staff, we will contact you to make rescheduling arrangements.
Our Employees – Our clients may not solicit our employees to be contracted or employed by you or your affiliations for cleaning services of any kind.
Staff Tips – Tips/gifts are optional and shared by the crew regularly assigned to your cleaning. It is customary to tip once per year, usually around the winter holidays. Anywhere from 50-100% of the cost of a regular cleaning is appropriate, to be split among the crew. Clients may also choose to tip on a per-visit basis.
Hourly Service & Initial Clean – The first cleaning and cleanings where you have indicated that you are signing up for hourly service, you will be charged an hourly rate for the time worked. Prices are quoted per labor hour.
Satisfaction Guarantee – Our goal is for every client to be 100% satisfied with their cleaning, every time. If for any reason you are unhappy with the service that you have received, please contact us as soon as possible so we can make it right.
Referral Program – New customer referrals are always greatly appreciated. Check with the office for the latest referral rewards.
Office Hours – Our standard office hours are Monday through Friday 8:00 a.m. – 5:00 p.m., and we welcome your calls, emails and text messages.
