Customers Guidelines

 

When booking your services, we provide an estimated arrival window when the cleaning technicians will arrive at your home. If we are late, we will call or text your phone number.

Cancellation/ Rescheduling

We require 48 hours notice for cancellation or rescheduling prior to the date of service taking into consideration our business hours ( Monday to Friday 8am to 6pm). Is a scheduled cleaning is not rescheduled or canceled within 48-hour timeframe a 50% fee is required. Exceptions are made on a case-by-case basic based on emergency.

 

If we arrive at your home and you forgot to leave the door open, leave a key or code or the team needs to leave without cleaning for any reason, you could be charged 50% of your cleaning cost. Our employees are paid by the hour and this fee is necessary to cover the operations. Most of our customers do entrust us with a key or a code to their homes, a responsibility we take very seriously.

 

The best results will be achieved with minimum or no traffic of people and pets in the home. The areas must not be in use during the cleaning process, fo example, our cleaning technicians will not clean a kitchen while someone cooks. Floors must be completely dry before being walked on to guarantee the best results. Pets can’t be around while vacuuming and mopping.

 

Please pick up miscellaneous objects and keep the home as tidy and organized as possible so we can focus on the quality of your cleaning. Before we come to your home, please make us aware os any objects with sentimental value that are important for you like expensive objects, fragile objects, family objects and others. We will be happy to not touch those to guarantee that they’re preserved. Ous cleaner are very careful and rarely break something, but accidents can happen and we want to make sure that all objects can be replaced.

 

If you have any issues with our cleaning services, please contact us within 24 hours of the appointment and send us photos that prove your claim. We will honor our 100% satisfaction policy by sending our team back to clean missed areas or redo are not cleaned according to our checklist within five business day. Please let our office know of a date and time that works for you within this period. After five business day is the original appointment, the home will not longer be eligible for the repair spot cleaning and full payment for the service will be expected. If the crew returns and fixe said areas, full payment will be expected right after. Complains made after 24 hour period will not be accepted and payment for the full service will be expected.