Customer Guidelines

Getting an Accurate Quote

To provide you with the most accurate pricing, we need detailed information about your home during the initial consultation. Since we provide estimates over the phone or online, please be as thorough as possible when describing your space, including square footage, number of rooms, bathrooms, and current condition.

If our team arrives and determines that your home requires significantly more time than estimated due to inaccurate information, we will contact you immediately to discuss options. Any additional charges will only apply with your advance approval.

Please ensure you are reachable by phone during your scheduled service in case we need to contact you with questions or updates.

Preparing Your Home for Cleaning

To help us deliver the best possible clean, we ask that you tidy and pick up personal items, toys, and clutter before our arrival. This allows our team to focus on actual cleaning rather than organizing.

Please do not pre-clean your home. Our time estimates are based on cleaning, not tidying, so pre-cleaning can affect our workflow and timing.

Important: Please ensure all rooms are accessible during your scheduled cleaning time and minimize distractions so our team can work efficiently.

Special Requests and Add-On Services

If you have special requests or would like to add extra services to your cleaning, please contact our office in advance rather than asking the cleaning technicians directly. This ensures we can schedule adequate time and provide accurate pricing.

Appointment Scheduling and Arrival Windows

We schedule appointments in time windows to maximize efficiency:

•Morning appointments: 8:00 AM – 10:00 AM arrival

•Afternoon appointments: 12:00 PM – 3:00 PM arrival

Please note that arrival times may vary due to traffic, previous appointment duration, or other factors. We appreciate your flexibility and will always communicate if there are significant delays.

Home Access

For your convenience and security, we recommend providing access through:

•Electronic keypad entry

•Garage door code

•Lockbox with key

We do not keep copies of physical keys. If you prefer to leave a door unlocked or hide a key, please inform us in advance and provide explicit permission to enter.

Cancellation and Rescheduling Policy

48-Hour Notice Required: We require at least 48 hours’ notice for cancellations or rescheduling to avoid fees.

Cancellation Fees:

•Cancellations within 48 hours: 50% of service fee

•Same-day cancellations or lockouts: 100% of service fee

Rescheduling: If you need to reschedule, please contact us as soon as possible. Rescheduling within the same week typically does not incur additional fees. However, if you skip your regular appointment, a $35 skip fee may apply to your next cleaning to account for additional time needed.

Payment Policy

Payment is due at the time of service. We accept all major credit cards, and your card on file will be automatically charged on the day of cleaning. We also accept checks and electronic transfers upon arrangement.

Tipping Your Cleaning Team

While tipping is never required, it is always appreciated by our hardworking team members. If you’d like to leave a tip:

•Cash tips: Please leave in a clearly marked envelope

•Credit card tips: Contact our office to add a tip to your payment

We cannot accept tips via check or unmarked cash.

Pet Policy

We love pets! However, for the safety of both your pets and our team, please secure pets in a separate room or area during the cleaning service.

Please note:

•We do not let pets outside or feed them

•We do not clean up pet accidents (this is considered a biohazard)

•If your pet is aggressive or poses a safety risk, we may need to reschedule

Dishes and Kitchen Prep

As a courtesy, we will load a reasonable amount of dishes into the dishwasher to clear the sink for cleaning. Please note:

•Any dishes in the dishwasher will be assumed dirty

•Dishes in the sink will be assumed dishwasher-safe

•Hand-washing large quantities of dishes is an additional service and will incur extra charges

Please empty your dishwasher before we arrive if it contains clean dishes.

Valuables and Fragile Items

Please secure or remove valuable, fragile, or sentimental items before our arrival. While our team is trained to handle your belongings with care, we cannot be held responsible for damage to:

•Collectibles and antiques

•Fine china or glassware

•Family heirlooms

•Items in curio cabinets

Please inform us of any special items that require extra caution, and we will make a note on your account.

Climate Control

Please ensure your home is set to a comfortable temperature (between 65°F and 78°F) before our arrival. Our team cannot work safely in extreme heat or cold conditions.

What We Don’t Clean (Safety Policy)

For the safety of our employees, we do not clean:

Biohazards:

•Animal feces or urine

•Human blood or bodily fluids

•Hazardous materials

Specialized Tasks:

•Mold or asbestos removal

•Areas requiring ladders taller than 2 steps

•Moving heavy furniture or appliances (over 50 lbs)

•Exterior window cleaning above first floor

If you have questions about whether we can clean a specific area, please contact our office.

Damages and Breakage

Accidents are rare, but if they happen, we will notify you immediately and work with you to find a fair resolution. If you discover damage after we leave, please report it within 24 hours so we can address it promptly.

Please note: We cannot be held liable for items that break due to pre-existing damage, unstable bases, or improper mounting.

Photography and Documentation

For quality control and training purposes, we may take before-and-after photos during your first cleaning, deep cleaning, or move-out service. These photos help us ensure your satisfaction and maintain our high standards.

We never photograph personal items such as family photos, documents, or valuables. If you prefer that we not take any photos, please notify us before your appointment.

With your permission, we may use before-and-after photos (without identifying information) on our website or social media to showcase our work.

Feedback and Quality Guarantee

Your feedback is essential to our success. After each cleaning, we encourage you to share your experience with us through our feedback survey or by contacting our office directly.

Our 100% Satisfaction Guarantee: If you’re not completely satisfied with any aspect of our cleaning, please contact us within 24 hours, and we will return to re-clean the area at no additional charge. Your happiness is our priority.

Pricing and Rate Adjustments

Our pricing is competitive and transparent. However, rates may be adjusted due to:

•Changes in the size or condition of your home

•Additional services requested

•Market rate adjustments (with advance notice)

If you discontinue service and later return, you may be quoted current market rates.

Confidentiality and Privacy

We respect your privacy and maintain strict confidentiality regarding your home, personal information, and any details we observe during our service. Our team members are trained to uphold the highest standards of discretion and professionalism.

Non-Solicitation Policy

We invest significant time and resources in hiring and training our team members. We kindly ask that you do not solicit our employees for private work. Violation of this policy may result in a $5,000 finder’s fee.

Recycling and Waste

We care about the environment and encourage recycling. Please separate recyclables according to Birmingham’s guidelines before our arrival, as we do not sort waste during cleaning.

Communication Preferences

We may send appointment reminders and updates via text message or email. You can opt out of SMS messages at any time by replying “STOP” to any text message from us.

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