Policies

Lock-out Policy:

We value your time and that of our cleaners, so we kindly ask that you ensure access to your home on the day of your scheduled service. Please leave the keys in the agreed-upon location or have someone available to let the cleaner in. To help prevent lockouts, we send a reminder via SMS 24 hours in advance. It can be frustrating for a cleaner to arrive only to find they are unable to enter.

If access cannot be gained upon arrival, we will attempt to contact the responsible person(s) via phone and email. If no response is received within 15 minutes, a full lockout fee will be charged. We understand that delays happen due to work, school drop-offs, or other responsibilities.

If we are able to make contact and access is granted within 30 minutes, the cleaner will proceed with the service as planned. However, a $25 fee will be applied to account for lost time.

The full lockout fee is 50% of the scheduled service cost, capped at $160.

This fee helps cover the cleaner’s travel, time, and lost earnings.

Payment Policy:

For all one-off, vacate, and initial cleans, full payment is required the day before the scheduled service. Alternatively, a 50% deposit can be made in advance, with the remaining balance due on the day of the clean if the payer will be present at the property.

Late Cancellation Policy:

We require sufficient notice for cancellations to allow us to adjust our schedule and offer the appointment to other customers. We understand that unexpected situations arise, so we do not charge late cancellation fees. However, repeated last-minute cancellations may result in the termination of services.

Dusting Policy:

When dusting shelving, mantles, or display areas with personal items (such as ornaments, picture frames, or décor pieces), we do not move individual objects as part of our standard service. This helps ensure your belongings remain safe and in their original position.

If you would like us to carefully move and dust underneath/around specific items, this can be arranged in advance and noted in your service plan.