OUR POLICIES
Lockout Policy
To facilitate a smooth cleaning process, we kindly request that you consistently leave keys in the agreed-upon location before the service or ensure someone is present at home to grant access to your cleaner.
We understand that unforeseen delays can occur due to school drop-offs, work commitments, etc. but if the cleaner arrives and can't enter the premises, we will give you a call immediately. If communication is unsuccessful within 15 minutes, a full lockout fee will be applied.
However, if we are able to contact the client and the cleaner can access the home within 30 minutes, regular cleaning will proceed. However, a $35 fee will be added to compensate for the lost time.
The complete lockout fee will be 75% of the service cost, capped at $200. This fee serves as compensation for the cleaner's time, travel expenses, and income loss.
Late cancelation policy
We are sincerely dedicated to ensuring a smooth and enjoyable experience for both our customers and workers. In line with this, certain policies are in place to maintain smooth operations. Providing sufficient notice for cancellations is essential for us to adjust our schedule and offer other customers the opportunity to fill a vacated appointment slot.
Short-notice cancellations create gaps in our schedule that could have been utilized by other customers, resulting in lost income for our staff. The cancellation fee is implemented to compensate a cleaner's lost earnings for the affected day.
If you cancel or reschedule a service less than 24 hours before your originally scheduled date, we will charge a cancellation fee equal to 50% of the total service cost up to $150 will be applied to help compensate the cleaning technicians for lost income. If your cleaning is scheduled for a Monday, we request notice of cancellation by 9 a.m. on the preceding Friday to avoid the fee.
Failure to pay a cancellation fee will result in your recurring service being terminated.
However, for our regular customers with a history of no late cancellations, we are likely to waive any cancellation fee if given adequate notice. We understand that certain situations may be beyond your control.
Payment policy
Full payment is required within 24 hours following the completion of the cleaning service to avoid late fees. Following this 24-hour window, a 5% charge of the initial cost will be added to the invoice daily until payment is received.
In the event that an invoice remains unpaid after 21 days, it will be referred to a collection agency.
Different policies will apply to commercial accounts.
