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FAQs

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Policy

CANCELLATION POLICY

  • Proper notice of cancellation is no less than 24-48 hours prior to the start of a scheduled cleaning.

  • If cleaning is cancelled on the same day it has been scheduled for the client will be billed for the full rate.

  • If cleaning is cancelled on the day before a cleaning the client will be billed for half of the full rate.

  • If a cleaning is cancelled in less than 24-48 hours prior to a scheduled cleaning, but rebooked 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 a reason such as no snow removal done on property, no key or client scheduled on the wrong day, the cleaning will automatically be cancelled, and the client will be billed for the full rate.

REQUEST TO SCHEDULE

  • Proper notice to request a cleaning is no less than 72 hours.

  • We may accept a last-minute request, but it is not guaranteed.

  • Additional requests must be made no less than 24-48 hours prior to a scheduled cleaning and must be approved to be guaranteed.

BILLING

  • A repeat client will receive the invoice at the end of each cleaning.

  • A new client will receive the invoice prior to the first cleaning. Payment is due no later than 48 hours prior to the first cleaning.

  • Payment is due in full within 1 week of client receiving the invoice.

  • A penalty of $50 will be added to the bill for every week that payment is late/unpaid.

RENTAL HOMES - CHECKOUT AND LATE CHECKOUTS

  • The client will be charged a fee of $85 for guests who depart late which delays the cleaning team.

  • The cleaner will knock on the door and notify the guest(s) about checkout time and that they need to get started cleaning right away.

  • Please note, the house must be vacant for the cleaning team to enter and begin working in rental homes.

  • The cleaning team will wait a maximum of 30 minutes for the late guests to depart.

  • If the guest(s) do not leave within 30 minutes the cleaning will automatically be cancelled and the client will be billed for the full rate.

 

CONDITION OF CLEANLINESS

  •  Please read section regarding "How do we prepare for cleaners?" In FAQ's.

  • Anytime the guests have left the home in poor condition, have not met our standards of preparedness, or any other unexpected mess that is not included in a standard cleaning quote, the cleaner will take a photo for evidence and a minimum fee of $35 with a maximum of $200 (on most occasions) will be billed to the client for the incident.

  • We reserve the right to refuse to clean a mess if it's a risk to our health and sanitation. 

  • We do not clean feces, blood or vomit (human or animal).

  • We do not climb on ladders, only a 2-step stool.

  • We cannot guarantee the results of cleaning any surface that has been neglected and resulted in a buildup of dirt, grime or grease.

PET FEE

  • Vacation homeowner clients will be billed a fee of $15 per cleaning when a pet has stayed in the home.

  • A pet fee may already be included in your rate in which case an additional fee will not apply.

LAUNDRY

  • We do not remove laundry from the home.

  • We do not provide soap for washing the laundry so please have that well stocked.

  • On average, there are about 2-3 full loads of laundry per cleaning. If this amount is exceeded, we will bill an additional $15 per load.

SATISFACTION GUARANTEE

  • When inquiring about cleaning services you will receive a detailed list of information on what to expect during a cleaning. To guarantee the follow through of additional requests please ask no less than 24-48 hours prior to the cleaning. If we fail to meet your expectations based on information we provided, a reasonable discount will be applied to your bill based on the areas that were not satisfactory. You may prefer giving us the opportunity to fix the issue in which case we appreciate your patience.