Service Guidelines

We appreciate the opportunity to serve you by caring for your home! Here are a few requests and guidelines regarding our service that help ensure our Team Members deliver a sparkling clean home!

Guideline Purposes

We view our business as having two equally important customers: Of course, YOU, our highly valued Client, but also our hard-working and dedicated Team Members. We have no need for Team Members if we don’t have you and we can’t care for your home if we don’t have Team Members. You both make our world go ‘round! We believe our company policies are fair and equitable to both.

Our Team Members have commission-based pay, and since our regular Clients pay a fixed price for our service, our Team Members have fixed pay for cleaning your home. That means that not only are they required to consistently deliver great work, but that they also need to work as efficiently as possible. The more efficient they are, the more houses they can clean, the bigger the paycheck they earn.

Most of the topics below play a role to some degree of ensuring a fair living wage for the cleaners entrusted with the care of your home. We respectfully request your support.

Feedback

We hope that you will critique our work! Our mission is to make your life a bit easier, so feedback about the job we do for you is highly encouraged and appreciated. While we actively solicit feedback, please do not hesitate to contact us at your convenience and as needed.

Services Scope

We believe that building long term relationships with our Clients is rooted in excellent communication and clear expectations. The topics below are important to establishing that trust.

Services Not Included. Our company is considered a professional residential cleaning service, not a maid service, and as such, does not provide the following services: cleaning house plants, washing dishes or handling laundry. We also do not provide window cleaning services other than those few windows specifically mentioned in our advertising.
Pet Waste. OSHA regulations prevent us from handling pet waste. Your attention to this matter prior to your team arriving is appreciated.
Clutter. If our Team Members are to make a living wage at a price you are willing to pay, they should arrive to find an uncluttered, “picked up” home. Our pricing is based on that assumption unless we discussed including those additional tasks in your service at the time you received your quote. Should our teams consistently find that the time required to clean your home is longer than expected due to clutter/messiness, we will need to revisit the price we charge.
Accidents. Our teams are careful, but accidents do happen which is why we are fully insured and bonded. Please consider putting away heirlooms and valuables to help avoid accidents.
Temperature. A house temperature of 72 degrees or below will allow our crews to work safely and comfortably in all seasons. We appreciate in advance your care for our Team Members' health and safety.

Payment

For any small business, cashflow is critical and so payment is expected at the time service is delivered.

Payment by check is our preferred method of payment.
Cash is acceptable, as is a credit card which can be kept on file for your convenience.
While we also accept Zelle payments, we expect that payment is made without a request from us on the same day the service is provided.

Home Access

We require a reliable method of entry to your home. Many Clients are comfortable with providing a key or access code, while others are home to let the team in. Regardless of the option you choose, it must be reliable.

Keys. Keys provided for our use are stored in a locked & secured area and contain no identifying information other than a number assigned to your account.
Security Codes. Security codes are kept safe in your account information with tightly controlled access. You may also choose to provide a new code at the time of each visit.
No Access Fee. When we are unable to enter a home as scheduled, it is disappointing for all parties, but most especially for our Team Members--it directly impacts their weekly paycheck! We take this issue seriously and will require payment of 50% of the visit price if we are unable to gain access upon arrival. The 50% payment will be paid to the Team Members impacted with no portion retained by the company.

Scheduling

We understand how busy and hectic your life is and have designed our scheduling processes to be as flexibile as your life demands. Regardless, partnership and timely communication is needed to make the processes work. This is a topic particularly impactful to our Team Members' paychecks, so we respectfully request your attention to this subject.

Weekly Reminder. We send a text one week prior to your next scheduled visit to help remind you that it’s coming up. Please check your schedule at that time and reply to confirm the visit or let us know if you need to reschedule. Clients who do not respond will unfortunately be at risk of the visit being cancelled if there is the potential for negatively impacting our Team Members.
Cancellation Fees. There aren't any. Ever. While we request that you confirm your next visit a week in advance, we know unexpected things happen at the last minute. Because of this, we never charge a cancellation fee.
Confirmation Text. A second text that communicates a one hour window regarding when to expect your assigned team will be sent the day prior to your scheduled visit. We do our best to ensure that timeframe provided is accurate and is sent in a timely manner. Our days are dynamic, however. Last minute Client cancellations, Team Member personal emergencies or a home scheduled prior to yours taking more or less time to clean than expected, can and will impact the accuracy of that estimate. Again, we request your support and understanding that the arrival window provided is an estimate and not a firm commitment for the time of arrival.
Skipped Visits. While we don't charge a penalty for the last minute cancellation of a visit, failure to reschedule in a reasonable time frame typically results in the next visit taking longer than usual. Therefore, skipping or rescheduling a regularly scheduled clean past a certain point will very likely result in an increase to the price of your next visit. Incremental charges related to cancelled or delayed visits may be assessed per the following guidelines:

Skipping a regularly scheduled recurring visit may result in the next clean being charged at a higher rate per this table.