Policies and Guidelines

Booking & Scheduling

• Appointments are scheduled in BookingKoala. You’ll receive email/text confirmations and reminders.
• Please ensure we have safe access (door code, key, concierge info) before the appointment window.
• Arrival window: We provide a 1–2 hour arrival window to allow for traffic and job variability.

Pricing & Time

• Standard residential rate: billed by scope and estimated hours at the time of booking.
• Estimates aren’t final until we see the home. If conditions differ (excess clutter, heavy buildup, pets, etc.), we’ll confirm any price/time adjustments before proceeding.

Preparation

• Please tidy floors and surfaces (toys, clothes, dishes) so we can focus on cleaning.
• Clear counters where you want detailed work.
• Move-Out/Move-In Cleans: Home must be fully emptied (no furniture or personal items) or additional charges may apply.

Post-Construction / Repairs

• Schedule cleanings after construction or repairs are complete. Ongoing work increases dust/debris and may require a separate post-construction service and pricing.

What We Do / Don’t

• We clean reachable areas with safe step-stools (no high ladders/roof work).
• We don’t handle biohazards, mold remediation, pest infestations, or move heavy appliances/furniture.
• We use eco-friendly products by default; let us know about any sensitivities or material cautions.

Satisfaction Guarantee

• We stand behind our work. If something was missed, tell us within 24 hours and we’ll make it right with a targeted re-clean of the missed areas.

Cancellations & Rescheduling

• Please give 24 hours’ notice to cancel or reschedule.
• Same-day cancellations or lockouts may incur a fee (commonly equal to a portion of the booking to cover staff time and travel).

Payments & Late Fees

• We invoice payable by card (secure checkout). ACH or other methods may be arranged by request.
• Payment is due upon completion unless otherwise stated.
• Late payments incur a 10% fee if not paid within 7 days.

Access & Pets

• Please secure pets for everyone’s safety. We love pets, but some are anxious around vacuums/strangers.
• If we arrive and cannot access the property within 15 minutes, it may be treated as a lockout.

Safety & Breakage

• We treat your home with care. If accidental damage occurs, we’ll notify you immediately and work toward a fair resolution.
• Delicate/irreplaceable items: please put them away or flag them as no-clean.

Recurring Service

• Recurring clients receive consistent schedules and priority booking. If you need to pause, let us know as early as possible.