Clear service policies and frequently asked questions for Sunshine Cleaning Pros.

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CANCELLATION POLICY

Proper notice of cancellation is a minimum of 24–48 hours prior to the start of a scheduled cleaning.

If a cleaning is cancelled on the same day it is scheduled, the client will be billed for the full rate.
If a cleaning is cancelled the day before a scheduled cleaning, the client will be billed for half of the full rate.
If a cleaning is cancelled less than 24–48 hours prior to a scheduled cleaning, but rebooked to take place within the next 7 days, the client will be billed for 1/3 of the full rate.
If a cleaning cannot take place due to property conditions (such as no winter snow removal completed), no key/entry access provided, or a client scheduling error, the appointment will automatically be cancelled and the client will be billed for the full rate.

UTILITY CLOSURES & MAIN WATER VALVE SERVICES

At the explicit request of the property owner, our team can perform basic seasonal main water valve activations or closures ("Water Turn-On/Off Service").

Limitation of Liability: Sunshine Cleaning Pros acts strictly as a manual assistant under the direct instructions of the property owner. We are not licensed plumbers, engineers, or structural property managers.
Structural Failures: We assume absolute zero responsibility or financial liability for valve failures, handle breakages, frozen pipes, hidden leaks, line pressures, or sudden water damage resulting from aged, faulty, or un-winterized plumbing infrastructure.
Owner Verification: It remains the sole responsibility of the property owner to verify the ongoing integrity of their home plumbing systems, automated heat levels, and winterization protocols.
Premium main valve assistance. Requires an explicit liability waiver on file. Sunshine Cleaning Pros assumes no liability for plumbing or valve infrastructure failures.

REQUEST TO SCHEDULE

Proper notice to request a cleaning requires at least 72 hours' notice.

Last-minute requests may be accepted depending on availability, but are not guaranteed.
Additional or custom cleaning requests must be submitted at least 24–48 hours prior to a scheduled cleaning and must be formally approved to be guaranteed.

BILLING

Repeat Clients: Invoices are issued immediately at the completion of each cleaning.
New Clients: Invoices are issued prior to the initial service. Payment must be settled in full no later than 48 hours before the first scheduled cleaning.
Payment for all invoices is due in full within 1 week (7 days) of receipt.
A late penalty of $50 will be automatically added to the invoice for every week that the balance remains late or unpaid.

RENTAL HOMES - CHECKOUT AND LATE CHECKOUTS

A late checkout fee of $85 will be automatically billed to the client if guests depart late and delay the cleaning team.
For safety and professional boundaries, the cleaning team will wait a maximum of 30 minutes for late guests to depart.
Please note that properties must be completely vacant for the cleaning team to enter and begin working.
If the guests do not vacate the property within 30 minutes, the appointment will automatically be cancelled, the team will leave, and the client will be billed for the full rate.

CONDITION OF CLEANLINESS

Please review the "How do we prepare for the cleaners?" section in our FAQs.

We are not liable for pre-existing surface damage, scratches, wear and tear, or natural stone etching that becomes visible during a routine deep clean.
If guests leave a property in exceptionally poor condition, fail to meet our preparedness standards, or cause unexpected messes outside a standard cleaning scope, a disarray fee (minimum $35 to a maximum of $200) will be billed to the client. The cleaner will document the scene with photos for evidence.
We reserve the right to refuse to clean any mess that poses a risk to health, safety, or sanitation.
We strictly do not clean feces, blood, or vomit (human or animal).
For safety reasons, our staff does not climb on ladders; team members utilize a 2-step stool maximum.
We cannot guarantee optimal results on surfaces that have experienced long-term neglect, heavy grease buildup, or ground-in grime.

PET POLICY

Vacation rental and homeowner clients will be billed a fee of $25 per cleaning when a pet has stayed on the property.
If a pet fee is already built directly into your custom recurring rate, an additional fee will not apply.
For the safety of our staff and your animals, all pets must be kept in a separate, secure spot or crated during the cleaning.

LAUNDRY

We do not remove laundry from the home.
We do not provide laundry detergent or soap. Please ensure these items are well-stocked on-site.
Sheets and/or Towels Washed, Dried, Folded, and put Away. Lint trap emptied.
Laundry is completed during your scheduled service within the available time window to a consistent standard. Any remaining items will be left neatly contained and organized for completion by the client. For safety, dryers are only operated while our team is present in the home and are never left unattended.

INTERNAL PHOTO & QUALITY VERIFICATION

To ensure the highest service standards and protect the integrity of your home, our team utilizes photos as a necessary part of our quality control and verification process.

• Verification Photos: Our team captures internal photos to document completed work, service quality, and the pre-existing condition of surfaces or items.
• Privacy Commitment: We respect the privacy of your home. Photos are captured for internal administrative and quality-assurance use only, focusing on the specific areas of service to avoid capturing unnecessary personal details.
• Secure Handling: All photos are routed through our secure company system and are never stored on a staff member's personal device storage for your security.

ORGANIZING & PERSONAL PROPERTY SERVICE ADDENDUM

Our active organizing services carry a specific set of professional boundaries and liability protections separate from standard maintenance cleaning.

Tidy vs. Organize Threshold: Standard cleaning includes a "Light Tidy" (up to 5 minutes per room) to reset light clutter. Tasks exceeding this threshold will be categorized as an Organizing Service and billed at the applicable rate.
Liability Valuation Cap: Sunshine Cleaning Pros is not liable for the sentimental or antique value of items handled during organization. Financial liability for any handled item is capped at $100 or the cost of the session.
Client Final Approval: While our team assists in sorting, the client maintains 100% responsibility for approving all items designated for disposal or donation before they leave the premises.

COMMUNICATION SECURITY

Sunshine Cleaning Pros utilizes professional communication platforms to maintain a secure and permanent record of all service agreements and instructions.

The Permanent Vault: We use the Quo system to provide a tamper-proof, time-stamped archive of all calls and texts.
Dispute Resolution: This legal-grade record serves as the official "source of truth" for scheduling changes or specific property instructions, ensuring absolute clarity and security for both parties.

CLIENT LOYALTY & THE "GRACE PASS"

We value our long-term client relationships and recognize that genuine emergencies can occur.

The Annual Grace Pass: Established clients are granted one "Grace Pass" per calendar year. This allows for the one-time forgiveness of a policy violation (such as a late cancellation) due to a genuine emergency without financial penalty.
Branded Frameworks: To protect our proprietary methods, service checklists and internal standards are provided for view-only reference to ensure transparency regarding our Sunshine Signature quality.

SERVICE COORDINATION (THIRD-PARTY PROVIDERS)

When coordinating or scheduling external third-party professionals (such as painters, landscapers, window washers, or snow removal crews), Sunshine Cleaning Pros acts strictly as an administrative facilitator. All third-party providers operate under their own independent business licenses and liability insurance policies. We assume no operational or financial liability for their direct craft, timeline, property entry, or property actions.

SATISFACTION GUARANTEE

When inquiring about our services, you will receive a detailed checklist of what to expect during a routine cleaning. To ensure the follow-through of any custom or extra requests, please submit them at least 24–48 hours prior to the cleaning. If we fail to meet our stated service standards, a reasonable discount will be adjusted on your invoice based on the missed areas. Alternatively, you may choose to give us the opportunity to correct the issue, in which case we will send a team back to reclean the unsatisfactory areas.

FREQUENTLY ASKED QUESTIONS

Can you sanitize my house?
Yes! We sanitize all frequently touched surfaces using commercial-grade disinfectant. Please submit a special request if your property requires deep sanitation needs that exceed a standard service.

How will the cleaners enter my home if no one is there?
Entry logistics are completely up to you! We highly suggest installing a secure on-site lockbox containing a front door key. Once you share the code, we keep this information strictly private. You may also provide a gate code, garage keypad code, hidden key location, or digital smart-lock code. If you choose to leave the door unlocked for us, please specify if you would like our team to lock up upon departure. If you plan to be home when the cleaners arrive, we will knock and wait for you to welcome us in.

How do we prepare for the cleaners?
To help us maximize your cleaning time, please ensure the following prep steps are taken before we arrive:

Leave the kitchen sink completely empty of dirty dishes.
Organize and clear away scattered personal belongings.
Empty the washing machine and dryer if you require our team to wash sheets and towels.
Ensure dish soap and laundry detergent are fully restocked.
Ensure all walkways, entries, and driveways are completely cleared of winter snow.
Regularly check and restock guest supplies if you manage your own vacation rental.
Monitor and enforce scheduled check-in and checkout times for your rental guests.
Ensure vacation rental guests are provided with instructions for a proper checkout.
Keep pets secured in a separate room or crate during the service window.
Provide at least 24–48 hours' notice when making any special cleaning requests.

Who will be cleaning my house?
Your home will be cleaned by background-checked, extensively trained professionals. Depending on the square footage of your property and the total scope of work, we typically deploy a coordinated team of 1 to 2 professional cleaners.

Do you bring your own cleaning products, supplies, and equipment?
Yes! We arrive fully equipped with all the premium products, supplies, and cleaning equipment needed for the job. Please let us know ahead of time if you have specific product preferences or material restrictions.

What if I am not happy with the cleaning performed?
Despite our extensive training and quality checks, a cleaner may occasionally miss a detail. If this occurs, please call or email us as soon as possible. If you give us the opportunity, we will gladly send a team back to reclean the missed areas. If you prefer that we do not return, a reasonable credit adjustment will be applied to your invoice.

What is included in a standard cleaning?
Please refer to the comprehensive cleaning checklist uploaded directly on our website at www.sunshinecleaningcalifornia.com to view the exact items we recommend maintaining during each visit.

Can you let me know if my guests leave the property in disarray?
Absolutely. We will notify you immediately if your guests leave the home in poor condition. Because handling heavy disarray requires extra time and effort, our team is compensated via a variable incident fee ($35 minimum to $200 maximum). To help you submit insurance or platform security claims easily, we will always take clear photos for evidence and keep you fully informed.

Do I have to book online?
No. While online booking is convenient, you are always welcome to request a cleaning by contacting us directly via email, phone, or our website contact forms.

Will you be able to work around my baby's nap time schedule?
Yes! Please specify your preferred timing when booking, and we will do our absolute best to accommodate your schedule. If the baby is asleep when our team arrives, we will focus on quiet tasks first.

Can I ask the cleaners to use a specific product?
Yes. You may request the use of a specialty product with proper notice so our team is fully prepared. In most scenarios involving unique preferences, the client supplies the desired specialty product on-site.

What time will my cleaner arrive?

Requested ETA's are sent the day before the scheduled clean.

Morning Windows: Estimated time of arrival (ETA) is between 8:00 AM and 11:00 AM.
Afternoon Windows: Estimated time of arrival (ETA) is between 12:00 PM and 3:00 PM.
All-Day Windows: Arrival will take place anytime within our standard operating business hours of 8:00 AM to 6:00 PM.