Service Policies

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📅 Appointment Scheduling, Rescheduling & Deposits

We understand that schedules change.

• Each customer is allowed one (1) complimentary courtesy reschedule.

• After the first reschedule, a $49 deposit is required to hold any future appointment.

• Deposits are applied toward the total service cost.

• Deposits are non-refundable if the appointment is canceled, rescheduled again, or missed (no-show).

This policy helps ensure availability and prevents repeated last-minute changes.

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❌ Cancellation & No-Show Policy

Cancellations and missed appointments directly impact our ability to serve other customers.

• Same-day cancellations and no-shows may result in a cancellation or trip fee.

• Any deposit paid will be forfeited in these cases.

• Repeated cancellations or no-shows may require a deposit for all future bookings or result in refusal of service.

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🏢 Apartment, Stair & Access Fees

Due to additional labor and equipment handling required for multi-level properties, the following fees apply:

• Second-floor apartments: $25 additional fee

• Third-floor apartments: $49 additional fee

Fees are based on stair access and equipment transport distance, regardless of elevator availability.

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⏰ Arrival Window

Arrival times are estimates, not guarantees. Traffic, weather, parking limitations, and prior jobs may cause delays. We appreciate your flexibility.

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💰 Pricing & Scope of Work

Pricing is based on the information provided at the time of booking.

• Additional charges may apply if the size, condition, level of soiling, or number of areas differs from what was disclosed.

• Failure to disclose heavy pet contamination, excessive staining, biohazards, trash, animal waste, urine contamination, or extreme conditions may result in added charges or refusal of service.

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🪑 Furniture & Personal Belongings Policy

We are professional cleaning technicians — not movers.

We will go around anything you have moved.

Anything moved must stay off until the carpet is fully dry.

• We do not move furniture or personal items under any circumstances.

• All areas to be cleaned should be cleared and prepared prior to our arrival if you want us to clean underneath.

• We clean only around items that have already been moved by the customer.

• We do not touch personal belongings, valuables, electronics, or fragile items.

• We do not open closed doors or access rooms that are closed.

Anything not moved prior to arrival will be cleaned around only.

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🐾 Pet Odor & Urine Disclaimer

Pet odor and urine treatments are intended to improve conditions, not guarantee full odor removal.

• Odors may persist if contamination has reached the padding, subfloor, baseboards, walls, or HVAC system.

• We do not guarantee complete odor elimination, especially for long-term or repeated pet accidents.

• Additional treatments or replacement of affected materials may be recommended.

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🔁 Re-Clean / Satisfaction Policy

Any concerns regarding service must be reported within 24 hours of service completion.

• We reserve the right to inspect the area before determining if a re-clean is warranted.

• Re-cleans are limited to the original areas serviced.

• Conditions caused by wear, permanent staining, pet damage, wicking, or re-soiling do not qualify for free re-cleans.

• Failure to report concerns within 24 hours voids eligibility for adjustments.

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🌧️ Weather, Equipment & Appointments

Appointments may be delayed, rescheduled, or canceled due to circumstances beyond our control, including but not limited to:

• Severe weather

• Traffic incidents

• Equipment malfunction or mechanical failure

We will communicate any necessary changes as soon as possible.

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🚫 Right to Refuse or Discontinue Service

We reserve the right to refuse or discontinue service at our discretion, including but not limited to:

• Unsafe or unsanitary working conditions

• Excessive biohazards (human or animal waste, needles, bodily fluids, etc.)

• Aggressive, abusive, or disrespectful behavior

• Undisclosed conditions that significantly change the scope of work

If service is refused upon arrival due to undisclosed conditions, deposits and/or trip fees may still apply.

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🚗 Parking, Access, Utilities & Safety

• Customers are responsible for providing reasonable parking and clear access to the service area.

• Parking fees, towing risks, gated delays, or excessive equipment transport distances may result in additional charges.

• Pets must be secured during service.

• Children must be kept away from active cleaning areas during the appointment for safety reasons.

• Access to water and electricity is required unless otherwise stated prior to booking.

• Customers will receive a notification when the technician is en route on the day of service.

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💳 Payment & Fees

• Payment is due at the time of service.

• Accepted payment methods include Cash, Zelle, Debit Card, Credit Card, and Apple Pay.

• A 4% processing fee applies to all credit and debit card payments.

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✅ Agreement

By scheduling service with us, you acknowledge and agree to all policies listed above.