Our policies

Cancellations

Cancellations made more than 72 hours before your scheduled appointment are free of charge.

Cancellations made within 72 hours of your scheduled appointment are subject to a $50 cancellation fee.

Rescheduling

Rescheduling requests made more than 72 hours before your scheduled appointment are free of charge.

Rescheduling requests made within 72 hours of your scheduled appointment are subject to a $50 rescheduling fee.

Recurring Service Cancellation

Recurring service discounts are based on maintaining your selected cleaning frequency:

• Weekly: 20% discount
• Biweekly: 15% discount
• Monthly: 10% discount

If you cancel recurring service after your first cleaning, your initial appointment will be repriced at the standard one-time cleaning rate. You will be charged the difference between the discounted recurring rate and the applicable one-time service price.

Access

Please provide access instructions when booking, such as a door code, key hidden securely, or someone at home. If our cleaner cannot access your home at the scheduled time, a $50 lockout fee will apply, the same as our standard late cancellation fee.

Pets

We love pets. For the safety of your pets and our cleaning professionals, please secure aggressive or anxious pets during the cleaning.

Payment

Payment is due on the day of service. We keep a card on file and charge it after the cleaning is completed.

Tipping

Tipping is never expected but is always appreciated by our cleaning professionals. You may tip in cash or add a tip to your card charge.

Our 24-Hour Reclean Guarantee

We stand behind the quality of our work. If you are not satisfied with your cleaning, please contact us within 24 hours of your service and let us know what needs additional attention. We will work with you to address the concern through our 24-hour reclean guarantee.

We do not offer refunds for completed cleaning services. Instead, eligible concerns are addressed through our 24-hour reclean guarantee.

Damages

We are insured. If you believe our team damaged something during your cleaning, please notify us within 24 hours of your service by phone or email, and include photos of the damage. Please do not repair, replace, or discard the item before we have had a chance to see it — we may ask to inspect it in person.

If we determine the damage was caused by our team, we will, at our discretion, repair the item, replace it with one of similar kind and quality, or submit a claim through our insurance. Our liability is limited to $1,000 per occurrence.

We are not responsible for:

• Pre-existing damage, such as scratches, cracks, stains, chips, or loose parts that existed before the cleaning
• Normal wear and tear from ordinary use
• Items that are improperly installed, unsecured, loose, unstable, defective, or unusually fragile
• Items outside normal residential cleaning practices or outside the agreed scope of the cleaning
• Items you asked us to handle after we warned you of a potential risk
• Failures caused by an item's age, construction, materials, or manufacturer defect rather than the cleaning
• Artwork, antiques, collectibles, and other unusually valuable or irreplaceable items
• Materials or surfaces that require a specialist, a manufacturer-approved process, or equipment we do not provide
• Loss of or damage to cash, jewelry, or other small valuables left unsecured

Please put away valuables and let us know about any fragile or specialty items before your cleaning.

What We Don't Do

• Biohazards, mold remediation, or pest infestations
• Exterior high-reach windows beyond two stories
• Heavy lifting or moving of furniture