This page sets out what you can expect from a visit and what we need from you for it to go well. Most of what goes wrong on a cleaning day traces back to something nobody agreed on in advance, so it is written down here instead: what is included, what costs extra, how changes and cancellations work, and how we handle the parts that are easy to assume.
Text messaging is covered separately on our SMS Policy, and how we handle your data is covered in our Privacy Policy.
Getting the space ready
What you pay for is cleaning, not tidying. A few minutes the night before makes a real difference: clear the floors, countertops and table tops, and empty the sink of dishes. That lets the crew reach the surfaces instead of moving your things around to get to them.
If you would rather we did the picking up too, tell us before the visit so the estimate can account for the extra time. It is not a problem, it is just not free.
Arrival window
You get an estimated arrival window when the visit is booked, not a single fixed minute. Traffic and the property before yours both move that line. If we are running late, you hear from us by call or text rather than finding out by waiting.
Getting in
There are three ways to let the crew in: be there yourself, leave a key box, or give us a door or garage code. Any of the three is fine.
If you plan to unlock the door remotely, the risk of that not working is yours. The crew waits up to ten minutes at the door. After that the visit is cancelled and charged in full, because the time was reserved for you and cannot be resold that morning.
Valuables and private documents
Put away anything you would not want handled: jewelry, cash, personal or sensitive paperwork, prescription medication. This protects you and it protects the crew, who should not have to decide what is safe to touch.
Dusting, and what dusting cannot do
Dust that gets lifted during cleaning does not all settle before we leave. On a first visit especially, you may notice a light film afterwards. It takes a few visits on a regular rhythm before that stops being noticeable, and it is not a sign the dusting was skipped.
There is a reach limit. The crew dusts what can be reached from a two-step stepladder, and uses extension poles above that. What we will not do is high-dust an object that could tip or fall, because it cannot be steadied with one hand while being dusted. A wall-mounted piece that needs holding is a job for two people and a ladder, not a routine visit.
How the time is charged
Pricing is per job, not per hour. A trained crew that finishes faster has not delivered less, so a short visit is not a discount. By the same logic, if there is less to do than the estimate assumed and nobody told us in advance, the agreed price still applies.
Hourly work exists for specific situations. When it applies, it is agreed during the estimate and written into it, never assumed afterwards.
Cleaning supplies
Supplies come from you. The crew carries some products, but floors and finishes vary enough that the wrong product is a real risk, and you are the one who knows what your surfaces tolerate. Leave out what you want used and that question disappears.
Pets
We work around animals constantly and we like them. Still, please keep pets secured somewhere safe during the visit. Doors open and close repeatedly during a clean, and a pet that slips out is the one accident nobody can undo.
The crew does not handle animal waste, and that includes litter boxes: not emptying them, not moving them. If your pet has a condition or a routine that needs attention beyond cleaning, the day of the visit is a good day for them to be elsewhere.
Changing or cancelling a visit
Plans change and we would rather move a visit than lose it. Give us 72 hours where you can, because a crew day is built in advance and a gap that late usually cannot be filled.
Inside 48 hours of the visit, half the cleaning fee applies. Inside 24 hours, the full fee applies. On a recurring schedule, a moved date is a request rather than a guarantee, since the calendar is already full. Leaving a key or a code is the reliable way to keep service running when your week goes sideways. Genuine emergencies are handled case by case, by people, not by this paragraph.
Ending recurring service
Either side can end a recurring arrangement with 30 days notice. That runs both ways, including when we can no longer cover an area or you move outside it.
If the result is not right
Tell us within 24 hours of the visit and we come back and redo the part that was missed, at no charge. The window is short on purpose: after a day of normal use, nobody can tell what was left undone from what happened since.
Hours and holidays
We answer Monday through Friday, 7:00 a.m. to 7:00 p.m. Eastern. A message left outside those hours gets a reply the next business day. If you are already a client with something urgent after hours, we will do what we can; when it cannot be done that day, it moves to the front of the next visit.
We are closed on New Year’s Day, Independence Day, Labor Day, Thanksgiving and Christmas Day.
Not part of a standard clean
These fall outside a routine visit and are not on the checklist:
- Ironing
- High ceiling chandeliers
- Animal waste of any kind
- Hazardous waste
- The outside face of glass balcony railings
Available as extras
These can be added, but they need to be arranged before the visit. A crew usually has another property the same day, so the time has to exist before it can be promised, and the cost is confirmed with you first.
- Laundry
- Oven cleaning
- Refrigerator or freezer cleaning
- Wall washing
- Dishes, loaded, unloaded or washed by hand
- Organising a space before it can be cleaned
- Interior windows
- Sliding glass doors
Payment
Payment is due in full after each visit, with a card kept on file. That is what makes the receipt automatic and saves you tracking invoices. Zelle works too, but the card on file is still required.
First-time and one-time cleanings take a deposit of half the estimate. Cancel inside 48 hours and that deposit is not refunded, for the same reason the late-cancellation fee exists.
Price changes
Rates can change, and you hear about it before it reaches an invoice, never after.
Hiring our staff directly
Hiring away a cleaner we introduced you to carries a fee of $2,500 and ends the service agreement. This is not about restricting anyone: finding, vetting, background-checking and training a cleaner costs real money, and hiring them directly moves that cost onto us while the benefit goes to you.
Photos and video
We photograph specific areas before and after, typically a stove, a refrigerator, a counter, a shower or a toilet, for training and to show the work publicly.
Nothing that identifies you or your home is ever included: no people, no family photographs, no personal objects, no names, no addresses, nothing that places the property. Images are not published without your consent. What gets shown is the cleaning, and only the cleaning.
Insurance and damage
The company carries insurance. If something is damaged or someone is hurt during a visit, tell us straight away. A problem reported the same day gets resolved; a problem reported weeks later is one nobody can reconstruct.
Agreeing to this
Booking a service means you have read this page and accept it, whether that agreement is signed on paper or given electronically.