How we work

Booking and arrival

Scheduled cleaning is normally booked between 8:00am and 9:00pm. Urgent and emergency work is answered at any hour.

Every visit carries a 30-minute arrival window. A visit booked for 10:00am means our crew will be with you by 10:30am at the latest. If traffic, weather or an emergency call means we are going to miss that window, we will contact you rather than leave you waiting.

Rescheduling and cancellation

We need at least 24 hours' notice to move or cancel a visit. Inside 24 hours, 50% of that visit's price still applies. The crew's day is already committed by then and we cannot usually fill the slot.

The same notice runs the other way. If we need to move your visit, you get 24 hours' notice too, unless it is an emergency or conditions make the work unsafe.

Getting in

Somebody has to be able to let us in. That means one of three things: we hold a key or door code, a key is left somewhere agreed on or near the property, or somebody is there to open the door.

If we arrive inside the agreed window and cannot get in, we are not responsible for the lockout, and the visit is treated as a cancellation inside 24 hours, so 50% applies. Telling us about a change of code or a change of plan in advance avoids this entirely.

Keys and door codes

Where you give us a key to hold long term, it is kept in a secure lockbox and released only to the crew assigned to your property.

You get it back when services end, or at any point before that if you ask in writing. No notice period, no conditions.

Pets

Pets are welcome and we are happy to work around them. We do ask that they are put up, or kept out of the rooms being cleaned, while we work.

That is for their sake rather than ours. Cleaning products, powered equipment and doors propped open are all hazards to an animal wandering through a working area.

Payment

We invoice after the work is done, and payment is due within 24 hours unless we have agreed something different in writing. Invoices left past that may pick up a $10 per day late fee.

Cash, Zelle and check are processed at face value. Other payment methods carry a 4% service fee, which covers keeping card acceptance and point-of-sale systems running. Any booking over $500 takes a 50% deposit to hold the dates.

Financing through Afterpay is available on any service if you would rather spread the cost.

If something is not right

Tell us within 48 hours of the visit. That window exists so we can come back and look while the property is still in the state we left it, which is the only way to judge it fairly.

If we agree the work fell short, we come back and put it right at no extra charge. We would always rather hear it from you than read it later.

If something gets damaged

Let us know within 48 hours so we can come and look at it. We are licensed and insured, and a certificate of insurance is available on request.

Where we are responsible, we will repair it, replace it, or settle it fairly. Tell us in advance about anything especially valuable or fragile and we will work around it or leave it alone.

Photographs of your property

We photograph our work, and some of those photographs end up on this website. We never include names, addresses or faces.

If you would rather your property was not photographed at all, say so and it will not be. You can also ask us to remove something already published, and we will take it down.