Please review our policies below:
If you wish to wait for your provider to give them access into your home, please know that we can give arrival windows of approximately 30 minutes, such as 9-9:30 AM or 11-11:30 AM. Many things can affect our schedules, such as cancellations, lockouts or customers adding services.
If you need to cancel or skip any scheduled cleaning, please notify our office 24 hours before the scheduled day. That will allow us to reassign the service provider or team to another appointment. If we receive less than 24 hours notice, or can’t access your home, it will be necessary for us to charge a lockout fee. To ensure accurate scheduling, please correspond all requests and changes directly to our office. To avoid miscommunication, please do not communicate these important details with service providers.
Payments and Refunds:
For your convenience, we accept all major credit cards. Customers will need to pay for their cleaning at the time of service. Customers may leave a credit card number on file with our office for recurring service.
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied with our service. If you notice we “missed a spot,” simply call our office within 24 hours of your cleaning and we will arrange to have the area of concern re-cleaned.
While tipping is not necessary when using a cleaning service, and is up to your discretion, tipping does show your appreciation for the service(s) provided and helps build a rapport with the maid(s) that clean your home. Our maids work extremely hard to provide the level of service you expect. Their job is physically demanding and tipping is a simple way to say thank you. A personal note from you expressing your appreciation for their service can also mean a great deal.
Access to your home
We personalize every job to meet our customer’s individual needs. We can hold a key, have the key kept in our office, or hide a key. If a key is hidden, and the customer is unable to find it, they will be charged a lockout fee.
We will not bring bleach into a home to use as a cleaning product. If you request us to use bleach while cleaning your home, please be aware that we will not be responsible for any damage caused by your bleach.
Ladders and Heavy Lifting
Our employees are very important to us, and we are serious about keeping them safe. We do not permit them to use ladders or move anything heavier than 40 lbs. These types of activities put our employees in danger of back injury or could even damage your flooring. If you would like us to clean behind appliances like a refrigerator, oven or sofa, please move it prior to the cleaning to allow access to the desired area. Step stools are permitted.