These Terms of Service are designed to set clear expectations for both our clients and our team, helping ensure a reliable, professional, and positive cleaning experience for everyone.

Office & Contact Hours

Our office is available Monday through Friday from 8:00 AM to 4:00 PM. If we do not answer immediately, please leave a voicemail and we will return your call as soon as possible. For emergencies or to cancel a scheduled service, you may call us anytime at 234-564-1493. We observe all major holidays and will respond to messages within 3 business days. All communication must go through our main office phone. Replies to our automated text messages are not monitored by us, so we will not see those responses.

Non-Refundable Deposit

A 25% non-refundable deposit is required for all initial deep cleanings, one-time services, and move-in/out cleans.

If canceled with less than 48 hours notice, the deposit is forfeited.

• If canceled with at least 48 hours notice, the deposit may be applied toward a future cleaning within 1 year of the original date.

• In cases of moving or selling a property, the deposit can be transferred to a new location or person (if canceled with at least 48 hours notice).

• Cancellations with less than 48 hours notice will result in both forfeiture of the deposit and the applicable late cancellation fee.

Cancellation Policy

We value schedule reliability and often turn away new business to protect our existing clients appointments. We ask for as much notice as possible when canceling.

• Recurring Cleanings: Cancellations require at least 24 hours notice. Monday appointments must be canceled by noon the previous Friday. Cancellations with insufficient notice will incur a $75 late cancellation fee per cleaner. Weekend or holiday cancellations are not accepted and will be subject to this fee.

• One-Time, Deep Cleaning, and Move-In/Move-Out: Cancellations with less than 48 hours notice are subject to a fee of 50% of the service price. If we arrive and are turned away or unable to access the property, the full 100% of the service price will be charged.

We strongly encourage at least 48 hours notice to avoid fees and to allow our team to maintain steady work.

Excessive Cancellations or Reschedules

We understand life can be unpredictable. However, we reserve the right to suspend or cancel future recurring services for clients with excessive changes. Pricing WILL increase if more than 3 months have passed since your last service. If you need to skip a regularly scheduled cleaning (vacation, visitors, budget reasons, etc.), no fee will apply if you reschedule the cleaning for another date within two weeks. If you skip entirely, there will be a fee of $25 added to your next bill 

Access to Your Home

We make every effort to arrive on time, but due to traffic, weather, or previous jobs running long, we cannot guarantee exact arrival times. Please allow a 60-minute window before or after the scheduled time. You will receive a text with an estimated arrival time once the team is en route. A garage code or door code is very helpful for smooth access. We appreciate your understanding with unavoidable delays.

Access Issues

If we arrive and cannot access the home (no key left, door not open, turned away, etc.), or if we must leave without cleaning, you may be charged 100% of the regular cleaning rate. Our team is paid by the job, so this helps cover their time. We provide a 20 minute grace period for access issues. Most clients choose to leave a key or code, which we handle with the highest level of responsibility.

Payment Policy

Payment is due on the day of service. We require a credit card on file for convenient, automatic billing after the cleaning is completed. We also accept cash and checks (checks may take up to 2 weeks to process). Please discuss your preferred payment method when booking.

Tipping Your Cleaning Team

Tips are never required but are always sincerely appreciated. Our professional cleaners work hard to deliver excellent results. Standard service industry tipping is 10 - 20%. After each service, you will receive an automated text giving you the option to tip. You may also leave a cash tip or contact the office to set up a recurring tip for your team. 

Communication and Privacy Policy

For everyone’s safety and privacy, clients may not share personal contact information (phone numbers, emails, social media, etc.) directly with cleaning technicians. All scheduling changes, special requests, feedback, or concerns must be directed through the office at 234-564-1493. This policy ensures proper documentation, clear communication, and the safety of both clients and staff.

Moving Furniture & Ladder Use

Our insurance does not permit team members to use ladders taller than a 2-step ladder or to move heavy furniture, appliances, or large items. This protects both our staff and your property. You are welcome to move items before or during the cleaning to allow better access. Please notify us 48 hours in advance if significant moving will be needed so we can adjust our schedule.

Grout & Tile Cleaning

We clean and disinfect showers and bathtubs during regular services. However, we do not hand-scrub every grout line in a standard cleaning. During deep cleanings we will scrub grout more thoroughly, but we cannot guarantee complete stain removal. For full restoration, we recommend hiring a professional tile and grout service. We also do not hand-scrub floor tile grout.

Additional Services

Any services not included on our standard checklists must be requested at least 48 hours before your appointment. This allows us time to schedule appropriately and prepare any needed supplies. Additional fees will apply.

Illness / Health Policy

If you or anyone in your household is experiencing flu-like symptoms, fever, or is in quarantine, please reschedule the cleaning to protect our team and other clients.

Unsafe Working Conditions Policy

We reserve the right to refuse service and charge 100% of the service price if we encounter unsafe or undisclosed hazardous conditions. Our employees’ safety is our top priority. We do not perform biohazard or water damage remediation. Unsafe conditions include (but are not limited to): extensive pet waste, insect or rodent infestations, heavy human/pet waste, blood, hoarding situations, unsecured needles, unsecure firearms, drugs, excessive broken glass, aggressive pets, lack of utilities, or inappropriate language/behavior toward staff. Needles/Syringes: Used needles must be stored safely in a secure container. Any needle-stick incident requires immediate proper protocol from both parties.

Confidential or Illegal Items

Please securely store any confidential documents, weapons, or illegal substances before your cleaning. Our team does not open drawers or closets unless specifically instructed.

House Temperature

Please maintain a comfortable working temperature for our team:

• Colder months: 65–75°F

• Warmer months: No higher than 75°F

Inclement Weather

We may need to cancel services during severe weather to keep our team safe. We will contact you as soon as possible and reschedule at the earliest available time.

Damage or Breakage

We handle your belongings with great care. In the rare event of accidental damage, we will work with you toward a fair resolution (identical replacement when possible). Please report any issues to the office within 24 hours. Irreplaceable, valuable, or highly sentimental items should be stored safely and excluded from cleaning.

Acceptance of Terms

By receiving these Terms of Service (via email or printed copy) and continuing to use our services, you acknowledge and agree to comply with all policies outlined above. No signed contract is required for residential clients. To discontinue services, we require at least one week’s notice.

Frequently Asked Questions (FAQ)

How should I prepare for my cleaning?

Please unload the kitchen sink and tidy as much as possible. Let us know in advance about any extra tidying needs or valuable items we should be aware of.

What is NOT included in your general services?

You will receive a detailed checklist with your booking. Services we do not provide include laundry, dishwashing, entering drawers/closets (unless pre-approved), climbing tall ladders, extensive grout work, cleaning TV screens, opening windows, moving heavy/antique furniture or appliances, cleaning under excessive clutter, pet waste/rodent areas, hand-wiping tall chandeliers, hand-washing floors, or washing walls (unless added to Deep Refresh).

Do I need to Tip the cleaner?

After service, you’ll receive a text with the option to tip. You can also leave cash or contact the office to add a recurring tip. Tips are never expected, but always appreciated.

What cleaning products do you use?

We use high-quality, mostly eco-friendly products that are effective and safer for your home, family, pets, and the environment. 

Why start with a deep cleaning?

With the exception of having your house professionally cleaned in the last 30 days, your house will need deep cleaning. If we arrive and your house is immaculate already, your cleaning team will switch you to a one time or recurring clean rate. Deep cleaning allows us to address built-up soap scum, grease, dust, and other areas that regular maintenance cleanings cannot fully handle.

Do I need to be home during cleaning?

No. Most clients are not home. Please provide a key, garage code, or door code. We always lock up when leaving unless you instruct us otherwise.

Why don’t you move heavy furniture?

This is for the safety of our team and to comply with our insurance. Moving heavy items risks injury and potential damage to your home. We’re happy to clean those areas if you move items 24-48 hours in advance.

What if I’m not satisfied?

Please contact the office within 24 hours. We take feedback seriously and will work with you to make it right.

What if I need to cancel?

We understand life happens. Please give us at least 48 hours notice whenever possible by calling 234-564-1493.