Policies

Scheduling & Appointments

All appointments must be booked in advance, and you will receive a confirmation message once your service is scheduled. Appointment windows are typically 1–2 hours depending on your location and service type. If we are running behind due to traffic or a previous appointment, we will notify you right away.

Deposits & Payments

A deposit is required to confirm all scheduled appointments. This deposit guarantees your reserved time and protects our staff from lost wages due to cancellations or missed appointments. It is non‑refundable once the booking is secured.

Payment is due at the time of service. We accept major cards and digital payments.

Cancellation & Rescheduling

Cancellations or rescheduling requests must be made at least 24 hours in advance. Same‑day cancellations may result in a fee to compensate your cleaner for the reserved time. We understand emergencies happen, and we encourage clients to communicate as soon as possible if plans change.

Repeated cancellations may require full prepayment for future bookings.

Home Access & Entry

Clients must provide safe, reliable access to the home at the scheduled time. If we are unable to enter the home within 15 minutes of arrival, the appointment will be marked as a no‑show. No‑show appointments result in the loss of the deposit and may incur an inconvenience fee, as the reserved time cannot be reassigned to another client.

Cleaning Policies

Our team focuses on safe, standard cleaning tasks. We do not move heavy furniture, clean high‑risk areas, handle hazardous materials, or address mold, bodily fluids, or pest infestations.

These limitations ensure the safety of our staff and the quality of your service.

Apartment Cleaning Policies

Apartment Cleaning services follow the same standards as home cleaning but are tailored to smaller spaces and multi‑unit buildings. Clients must ensure access instructions are accurate, parking is available, and pets are secured. Excessive clutter, undisclosed conditions, or last‑minute task additions may result in an inconvenience fee.

Recurring apartment clients may qualify for our Loyalty Rewards Program.

Packing & Unpacking / Local Moving Help

Packing and moving assistance includes organizing items, packing boxes, labeling, light lifting, and helping prepare your home for relocation. We do not move heavy furniture, operate machinery, or transport items in personal vehicles. Clients must ensure walkways are clear, boxes and supplies are available, and pets are secured. Excessive clutter, unsafe conditions, or last‑minute task additions may result in an inconvenience fee.

Personal Assistant Care-focused Support

Personal assistant services include errands, organization, and general household support. Tasks must be safe, legal, and within our service scope. We do not perform medical care, heavy lifting, or any task that compromises safety or liability.

Senior Support Services

Senior Support services include companionship, light household assistance, organization, errands, and non‑medical support. We do not provide medical care, administer medication, or perform tasks requiring physical lifting. Clients or family members must provide accurate instructions, safe environments, and any necessary supplies. Tasks outside our scope or unsafe conditions may result in service refusal or additional fees.

Inconvenience Fees

An inconvenience fee may be applied when the home is significantly dirtier than described, is not prepared for service, or requires additional time due to clutter, trash, or laundry. Fees may also apply if we must wait more than 15 minutes for access, if additional tasks are added on‑site without prior notice, or if unsecured pets cause delays during the appointment.

This fee compensates for additional time, labor, and schedule disruption.

Client Preparation

To help our team work efficiently and respectfully, clients are asked to pick up personal items from floors and surfaces, secure pets, ensure water and electricity are available, provide accurate entry instructions, and communicate any special requests in advance.

Proper preparation allows us to focus fully on cleaning and ensures your appointment runs smoothly.

Access Requirements

Clients must provide safe and reliable access to the home at the scheduled time. If we are unable to enter the home within 15 minutes of arrival, the appointment will be marked as a no‑show. No‑show appointments result in the loss of the deposit and may incur an inconvenience fee.

Satisfaction Guarantee

We stand behind the quality of our work. If something was missed or does not meet your expectations, please contact us within 24 hours and we will return to address the concern. Our goal is to ensure every client feels confident, comfortable, and satisfied with their service.