1. Booking & Scheduling

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Policy:

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All appointments must be scheduled in advance through our website. A minimum notice of 24 hours is required to guarantee availability and staffing.

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Details:

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• Recurring Clients: Weekly, bi-weekly, or monthly clients receive priority in scheduling. We recommend booking your preferred slots in advance to avoid conflicts.
   

• Arrival Time Window: Cleaners will arrive within a 2-hour window (e.g., between 9:00 AM and 11:00 AM) to account for traffic and job completion variability. Clients will be notified of any delays exceeding 60 minutes.
   

• Service Duration Estimates: While we strive for efficiency, service times are estimates and may vary depending on the condition of the home.
   

 

2. Cancellations & Rescheduling

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Policy:

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We understand that plans change. To be fair to both our team and our clients, we require at least 48-hour notice for cancellations or rescheduling.

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Details:

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• No Fee for Timely Changes: All changes made more than 48 hours in advance are free of charge.

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• Rescheduling Fee: A 25% charge applies to schedule changes made between 24-48 hours of the scheduled appointment. 
   

• Late Cancellation Fee: A 50% charge applies to cancellations made within 48 hours of the scheduled appointment.
   

• Late Rescheduling Fee:  A 50% charge applies to schedule changes made within 24 hours of the scheduled appointment.

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• Same-Day (within 24 hours) Cancellation, No-Show or Lock Out Fee: If a client cancels on the same day or the cleaner is unable to gain access, the full-service fee will be charged to cover the loss of time and travel.
   

• Frequent Cancellations: Clients who cancel more than twice within a 60-day period will be removed from the recurring schedule.
   

 

3. Access to Property

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Policy:

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Clients are responsible for ensuring cleaners can access the home at the scheduled time.

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Details:

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• Accepted Entry Methods: Clients may choose to be present, leave a key in a secure location/front desk, or provide a key/code in advance.
   

• Lockouts: If cleaners are unable to enter the property within 15 minutes of arrival and are unable to reach the client, the appointment will be considered a no-show, and full-service charges may apply.
   

• Key Security: All keys and codes are labeled securely and stored in a locked area. Only authorized personnel have access.
   

 

4. Payment Terms

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Policy:

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All payments are due on the day of service, unless otherwise arranged in writing.

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Details:

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• Accepted Payment Methods: Credit/debit card.
   

• Receipts: An invoice and receipt will be provided via email or SMS for every transaction.

 

5. Satisfaction & Quality Guarantee

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Policy:

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We strive for excellence. If you're not completely satisfied with your cleaning, notify us via email at spotlesshomejc@gmail.com within 24 hours and we will return to address the issue at no extra cost.

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Details:

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• Eligibility: This guarantee covers tasks included in the original scope of service only.
   

• Limitations: We do not offer refunds. Our guarantee covers corrections only.
   

• Exclusions: Complaints submitted after 24 hours or issues outside the original service request may not qualify.
   

 

6. Scope of Services

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Policy:

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All cleanings follow a checklist based on your selected service tier (standard, deep, move-in/out, etc.). Additional services must be booked ahead of time.

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Details:

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• Add-On Fees: Services like oven or fridge cleaning, baseboard scrubbing, or interior windows may incur additional fees.
   

• Refusal of Service: We reserve the right to refuse cleaning in areas deemed unsafe or unsanitary (e.g., presence of mold, pests, hoarding conditions, bodily fluids and pet feces).  Refusal of service due to unsafe or unsanitary conditions will result in a 100% charge of booked service.
   

 

7. Client Responsibilities

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Policy:

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Clients are expected to ensure a safe and accessible environment for our team.

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Details:

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• Decluttering: Please tidy up personal items (e.g., clothes, dishes, toys) to allow our cleaners to focus on actual cleaning.
   

• Valuables: We recommend clients secure or remove fragile or high-value items before service. We are not liable for items not disclosed or secured.
   

• Pets: Pets must be crated or kept in a secure area during service. Our staff are not responsible for pet care or containment.
   

 

8. Damages & Liability

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Policy:

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While we take great care in your home, accidents can occasionally happen. Clients must report any damage or missing items within 24 hours of the service. Report any incidents via email to spotlesshomejc@gmail.com.

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Details:

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• Investigation: All claims are documented and investigated thoroughly. Photographic evidence will be requested.
   

• Liability Cap: Our liability is limited to the lesser of the item’s current value or the cost of the service.
   

• Insurance: We are fully insured for property damage and liability. 
   

• Breakage of Fragile Items: We are not liable for damages to items such as art, antiques, or collectibles not secured or disclosed in writing.
   

 

9. Staff Conduct & Safety

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Policy:

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We maintain high standards of professionalism, safety, and courtesy. We also expect the same from our clients.

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Details:

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• Trained Staff: All staff undergo background checks and are trained in customer service and cleaning best practices.
   

• Harassment-Free Zone: Any form of verbal or physical abuse will result in immediate termination of service incurring a full charge.

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10. Non-Solicitation of Staff

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Policy:

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Clients agree not to directly hire or solicit our employees for private work for a period of 18 months after their last service.

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Details:

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• Fee for Breach: Hiring our staff privately (outside of company terms) without approval will result in a $2,500 recruitment fee.
   

• Purpose: This ensures business continuity and fairness, as we invest in recruiting and training our personnel.

 

11. Before & After Photo Policy – Quality Assurance

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At Spotless Home Cleaners, we are committed to delivering the highest standard of service. To support our quality assurance efforts, we may take before and after photos of the areas we clean. These photos help us:

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• Ensure our team meets internal quality standards
   

• Verify completion of services
   

• Document transformations for training and improvement
   

What You Should Know:

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• Photos are taken of the space only, not personal items or individuals
   

• All images are used strictly for internal purposes unless we receive your written permission for marketing use
   

• Your privacy is always respected — no identifiable personal information will ever be shared
   

By booking a service with Spotless Home Cleaners, you acknowledge and agree to this policy. If you prefer not to have any photos taken, just let us know in advance — we’re happy to accommodate your request.