We charge a cancellation fee for cancellations made without at least 48 hours advance notice. Cancellations include, but aren't limited to:
- Last-minute rescheduling
- Forgetting your appointment
- Forgetting to provide a means of entry
- Providing a faulty means of entry
- Unsafe working conditions (see our summer and winter weather policies below)
Cancellation fees are charged based on actual damages. For example, if you agreed to book for 2-2.5 hours of cleaning, your cancellation fee would amount to 2.5 hours worth of cleaning (the high end of the estimate).
If we arrive at your home and can't get in, we'll wait a total of 15 minutes before leaving.
There are a number of things we don't do. These include:
- Deep cleaning carpets (steaming, shampooing, etc.)
- Junk removal (including hazardous items like broken glass)
- Making beds
- Cleaning dishes
- Cleaning oven interiors
- Cleaning window exteriors
- Cleaning garages
- Cleaning animal or human waste that's not inside a toilet (feces, vomit, etc.)
- Cleaning homes with a visible history of rodent/insect infestation
- Cleaning homes with extraordinarily foul smells (as a result of rotting food, smoking, feces, etc.)
- Cleaning black mold
- Moving large appliances or furniture
Things We Don't Do
While we do our best to estimate timeframes accurately, unfortunately we don't always hit the mark.
In some cases, we'll have extra time available in our schedule to finish the job, and in other cases we won't. Please note that we are unable to continue working past 5 pm (our hours of operation are 9am-5pm).
If we aren't able to finish the job and we don't have extra time available, you're welcome to schedule a follow-up appointment. In that case, we'll come back to finish as soon as possible.
Requests to make changes to your appointment must be made at least 48 hours in advance.
We cannot guarantee requests made outside of this window.
Misses & Refunds
If we miss something, or don't meet your expectations for cleaning in some way, we'll offer you one of two options:
- A free touch-up cleaning (of a TBD length)
- A 25% refund
Please note that we don't offer refunds for our work taking longer than expected, or for arriving later than expected.
Importantly, all refund requests are considered on a case-by-case basis.
We round all clocked time to the nearest 15 minutes. This is from the time we enter your home to the time we leave.
If we clock 2 hours 22 minutes at your home, for example, you'll be charged 2 hours 15 minutes. If we clock 2 hours 23 minutes, you'll be charged 2 hours 30 minutes, etc.
If we accidentally break or damage something in your home, we can file a claim through our insurance to reimburse you.
If the claim is rejected, we may be able to reimburse you directly.
If the temperature in your home rises to 85 degrees or higher, we may determine that it's too dangerous to continue working (due to the risk of heat exhaustion). As a result, you may be charged a cancellation fee per our cancellation policy.
In the case of heavy snowfall or unsafe driving conditions, we may have to cancel your appointment on short notice. If we do, we'll offer to reschedule you as soon as possible.
In the case of snow or ice blocking pathways to your home, we may determine that it's too dangerous to attempt access while carrying heavy equipment. As a result, you may be charged a cancellation fee per our cancellation policy.
Out of respect for privacy, we do not enter rooms with closed doors. If you'd like a particular room cleaned, please leave the door open.