Customer Guidelines

Preparation for Cleaning Service

Clear the area: Remove personal belongings, valuables and fragile items from surfaces, floors or areas to be cleaned.
Pets: Secure pets in a separate room or area to ensure their safety and to make cleaning easier.
Access to Property: ENsure the cleaning team has a clear access to your home or office, including any necessary keys, entry codes or instructions.
Special requests: Communicate any specific cleaning needs or areas of focus
clutter-Free Spaces: Tidy up areas that may be particularly cluttered so the cleaners can work more efficiently
Fragile Items: Secure or move fragile items to prevent any damage during cleaning

Expectations

Inform us of any specific cleaning needs or areas that require special attention.
Communicate any areas that are off limits or be treated with more care (sensitive furniture)
Ensure the cleaning team has full access to the area to be cleaned including any necessary keys or access code for entry. Any job that we are unable to complete due to home access issues out of our control (no key left, door locked, code changes) will be assessed a $50 fee.
If you need to cancel or reschedule, notify us at least 24 hours in advance to avoid cancellation fees. Schedule changes and cancellations made without 24 hours' notice will be assessed a $50 fee.

Safety

For safety reasons, our cleaners do not climb ladders. We are happy to complete dusting that can be managed with a two-step stool and an extension.
We do not provide or use products that are toxic or abrasive; the exception to this rule is bleach-based Tile-X or X-14, which can be provided by the client for the spot treatment of mildew.

Payment

Payment is due upon completion of the service
Acceptable payment should be confirmed in advance when booking cleaning to hold cleaning spot
Be aware of any additional fees for extra services or special cleaning tasks
Clients that are not on a regular schedule generally pay more per visit, because that much more soil has accumulated since our last visit. As such, if it has been longer than the usual amount of time since our last visit (due to a reschedule or postponement), please be aware that it may take our cleaners longer than usual, which would result in a higher final cost.

Inclement Weather

In case of inclement weather, we prioritize the safety for both our staff and customers. In the event of snow or ice, your cleaning appointment may be delayed or rescheduled. We will notify all customers scheduled during the inclement weather time within 48 hours if rescheduling is needed. We appreciate your understanding and flexibility during adverse weather conditions.

Kindly note

To ensure the proper care of your hard surface floors, we only use products that you provide. If you do not provide a product, we can clean your tile with water and dry mop your wood floors.