Minimum requirements for service
To provide you with excellent cleaning service, we require the following:
1. Access: Our cleaning professionals must have access to your home at the specified appointment time.
2. Utilities: Your home must have running hot water and electricity.
3. Temperature Control: During spring and summer months, your home must have working air conditioning.
4. Mold Conditions: While our professionals can generally avoid cleaning areas with small traces of black mold, your home cannot have extensive areas with black mold.
If these conditions are not met, our cleaning professionals reserve the right to refuse service until the issues are resolved. In such cases, a $50 cancellation fee will be applied. We strongly urge you to ensure these conditions are met before our professionals arrive.
Pet Policy
We offer multiple add-on services for homes with pets to ensure a thorough cleaning:
1. Pet Hair and Dander Removal: Our cleaning professionals will make multiple passes while vacuuming carpets, clean the vacuum filter more regularly, and remove pet hair and dander from corners, crevices, under and in-between cushions. Additionally, pet hair and dander will be removed from furniture, surfaces, and appliances before wiping, cleaning, or polishing.
2. Exclusions: This add-on service does not include cleaning urine, pet messes, or emptying litter boxes.
Note: Depending on the severity and nature of pet messes, certain carpets stained by pets may require specialist cleanup. Untreated urine can soak through carpets into baseboards, causing persistent odors. If this is a concern, we recommend contacting a specialist.
We understand your love for your pets, but we also recognize that some pets may display erratic, aggressive, or territorial behavior. If you believe this may be the case with your pets, please make appropriate accommodations on the day of your appointment. For the safety of both our professionals and your pets, any perceived threat from a pet may slow or disrupt the cleaning process. If we need to reschedule the cleaning due to pet-related safety issues, a fee equal to 20% of the cost of the canceled service will be charged.
Cleaning Team Policy
Whenever your booking is created, we provide you with an arrival window. If the current time is still within your arrival window (for example, 10:00 am to 12:00 pm), this means your team can arrive any time within that period. If there is going to be an issue, we’ll let you know. If you want to check on your appointment status, just call us or send us a message.
We make every effort to ensure you receive the same team of professionals every time. However, scheduling conflicts can occasionally occur (such as car trouble, sick days, or family emergencies), and we may need to send a different team member or an entirely alternate team. We will always contact you beforehand if this happens.
Claims Policy
Your happiness is our number-one priority. If you have any issues, we want to know about them. Please reach out so we can make it right.