We totally understand that life happens — schedules shift, plans change, and we want to work with you as much as we can. To keep operations running smoothly for our whole team, here's how we handle cancellations:

48+ Hours’ Notice
Need to cancel or reschedule? If you let us know at least 48 hours ahead of time, there's no charge at all — just reach out whenever works for you.

Within 48 Hours of Your Appointment
We totally get that sometimes something comes up last minute. If you cancel within 48 hours of your scheduled cleaning, we do ask for a 50% cancellation fee, since it's often difficult to fill that time slot for our team on such short notice.

Within 24 Hours of Your Appointment
We know things can happen right up until the last minute, and we appreciate as much notice as you're able to give. Cancellations within 24 hours of your appointment are charged the full cleaning cost, since at this point it's rarely possible to rebook that time.

If We're Unable to Get In
We always want to make sure your home gets the care it deserves! If our team arrives and isn't able to get inside (no one home, missing access instructions, etc.), we do have to treat this the same as a late cancellation, with the full cleaning cost applying. To help avoid this, we're always happy to confirm entry details with you ahead of time — just let us know what works best!

Your One Grace Cancellation
We know sometimes life just gets in the way, no matter how well we plan! That's why every client receives one grace cancellation per year — no fee, no questions asked, even if it falls within the 24–48-hour window. We just want you to feel taken care of, not stressed about a missed heads-up.

To provide a consistent, high-quality cleaning experience, we bring all of the professional-grade cleaning products, tools, and equipment needed for your service. This allows our team to work efficiently while ensuring we use products and procedures we know and trust.

The only item we ask our clients to provide is a toilet brush for each bathroom in the home. For hygiene and cross-contamination prevention, toilet brushes remain in the home they are used in and are not carried from one client's home to another. If a toilet brush is not available, our team will sanitize the toilet but will not be able to scrub the inside of the toilet bowl with a brush.

For the safety of both our clients and employees, our team members use only company-provided cleaning products and equipment. In the rare event that one of our tools or pieces of equipment unexpectedly stops working during your appointment, we may ask to use a client-owned vacuum or other equipment if one is available. This will only be done with your permission and with approval from the Team Lead so we can complete your service with as little interruption as possible.

Our cleaning services are priced based on the frequency of your scheduled visits because homes that are cleaned regularly require less time and effort to maintain. If a scheduled cleaning is skipped or missed for any reason, the home may require additional time and attention at the next visit. As a result, your next cleaning will be charged at the pricing tier that matches the time since your last completed service. For example, if you receive biweekly service but skip a visit, your next appointment will be priced at the monthly service rate.

We understand that schedules can change, and we're always happy to work with you whenever possible. Our goal is to provide exceptional service while ensuring our pricing remains fair and reflects the level of work required to restore your home to its usual standard.

We do our very best to arrive within your scheduled service window and appreciate your understanding that our arrival times may vary slightly throughout the day. Because each home is unique, the amount of time needed at each appointment can differ, which may affect the timing of the appointments that follow.

Our typical arrival windows are:

• First Appointment: Between 9:00 AM and 9:30 AM

• Second Appointment: Between 11:00 AM and 12:30 PM

• Third Appointment: Between 1:30 PM and 2:30 PM

While we strive to stay on schedule, occasional delays due to the needs of earlier appointments, traffic, or unforeseen circumstances may occur. If we anticipate being significantly outside of your scheduled arrival window, we will contact you as soon as possible to keep you informed.

Thank you for your flexibility and understanding. Allowing for these arrival windows helps us provide every client with the same level of care, attention to detail, and exceptional service they deserve.

Every home is unique, and so is every cleaning plan. Our pricing is customized based on the size and condition of your home, your specific cleaning needs, and the frequency of your scheduled services. Because regularly maintained homes require less time and effort to clean, recurring services are priced differently than less frequent or one-time cleanings.

For your convenience, we accept all major debit and credit cards through our secure online invoicing system. A valid card is required to be kept on file before your first scheduled cleaning. Once your service has been completed, payment will be processed automatically, and a paid invoice will be emailed to you for your records.

Please rest assured that your card will only be charged after your cleaning service has been completed or if a charge is due under our cancellation policy. We are committed to transparent pricing and making the payment process as simple, secure, and hassle-free as possible.

We love our four-legged friends and are always happy to work in pet-friendly homes! The safety and comfort of both your pets and our cleaning professionals are very important to us. If your pet is protective, anxious, aggressive, or likely to interfere with the cleaning process, we kindly ask that they be safely secured in a separate area of the home for the duration of the visit. This helps ensure everyone stays safe and allows our team to complete your cleaning efficiently.

For the health and safety of our employees, we are unable to clean or remove pet urine, feces, vomit, or other pet accidents. These materials are considered biohazards and can contaminate our equipment and cleaning supplies, creating a health risk for both our team and other clients. If pet accidents are present when we arrive, we kindly ask that they be cleaned up before your scheduled appointment so we can safely provide the high-quality service you expect.

Thank you for helping us create a safe, comfortable environment for both your pets and our team!

At our company, we take great pride in providing top-tier, luxury cleaning services and delivering the highest level of care to every home we visit. While we strive for excellence with every appointment, we are human, and on occasion something may be unintentionally overlooked.

Your satisfaction is our priority. If you are not completely satisfied with your cleaning, please let us know within 24 hours of your service. We will gladly return to address any areas that were missed or did not meet our high standards at no additional charge. Our goal is to make it right and ensure you are happy with the results.

Because our services are performed and completed in your home, we do not offer refunds. Instead, we stand behind our work with our Client Satisfaction Guarantee and are committed to resolving any concerns promptly and professionally. Open communication is important to us, and we truly appreciate the opportunity to earn your trust and exceed your expectations with every visit.

We love helping your home feel refreshed, organized, and beautifully cared for. To provide the detailed, high-quality cleaning experience you expect, we kindly ask that surfaces are reasonably cleared before your scheduled appointment. Having open areas allows our team to properly clean, sanitize, and polish surfaces rather than spending the majority of the visit moving and organizing personal belongings.

We are happy to tidy small items as part of our cleaning process, but our service is designed to clean your home—not to organize, declutter, or make decisions about where personal belongings should be placed. Items such as clothing, paperwork, toys, dishes, personal items, and other belongings may limit our ability to fully clean those areas if they are left on surfaces.

Preparing your home by clearing countertops, tables, floors, and other commonly cleaned spaces allows our team to focus on the details that make your home shine. We truly appreciate your help in creating a clean and accessible environment so we can provide the exceptional results and care your home deserves.

From time to time, our team may take photos of completed cleaning results to showcase the quality of our work for training, marketing, or promotional purposes. By using our services, you acknowledge and agree that before-and-after or detail photos of your home may be taken and used by our company.

Your privacy is extremely important to us. We will never intentionally photograph people, pets, family photos, personal documents, valuables, addresses, or any identifying or sensitive personal belongings. Any images selected for promotional use will focus solely on the cleaned areas and will be carefully reviewed to ensure there is nothing that could reasonably identify you or your home.

If you have any concerns about photography or would prefer that no promotional photos be taken in your home, please let us know before your scheduled appointment. We are happy to honor your request.

We are honored to care for your home and take great pride in providing a safe, detailed, and exceptional cleaning experience. Our team is trained to use professional cleaning methods and products while treating your home and belongings with the respect and care they deserve.

Because every home, surface, and item is unique, there are certain situations where we may not be able to safely perform a task or guarantee a specific outcome. Some materials require specialized care, and certain services carry a higher risk of injury or damage due to age, condition, materials, or factors outside of our control. These limitations help us protect both your home and our cleaning professionals while allowing us to provide consistent, high-quality service.

For the safety of your home and our team, the following services are outside the scope of our standard cleaning services and may not be performed unless discussed and approved in advance:

• Moving heavy furniture or large household items

• Lifting or relocating fragile, valuable, or oversized belongings

• Cleaning television screens, computer monitors, or other electronics

• Cleaning internal components of electronics or appliances

• Cleaning hot surfaces, including recently used stoves, ovens, grills, or cookware

• Cleaning exterior windows requiring ladders, special equipment, or unsafe access

• Reaching high or difficult-to-access areas that require climbing or unsafe positioning

• Cleaning bodily fluids, biohazards, or hazardous materials

• Cleaning pet accidents, including urine, feces, or other animal waste

• Handling antiques, valuables, delicate items, or specialty materials requiring expert care

• Removing permanent stains, scratches, discoloration, or damage caused by age or wear

• Servicing areas affected by pests, infestations, or unsafe conditions

If our team notices a concern that may create a safety risk or could potentially damage your home, we will communicate with you whenever possible before proceeding. Our goal is always to provide outstanding service while making responsible decisions that protect your home, your belongings, and our team.

Thank you for trusting us with your space. These guidelines allow us to continue delivering the thoughtful, professional, and high-quality cleaning experience our clients value.

The safety of our clients and cleaning professionals is our highest priority. For everyone’s protection, we require that all firearms and weapons be secured and locked away in a safe or appropriate storage location before our team enters your home. Firearms, ammunition, and other weapons should never be left accessible or unattended in areas where our cleaning professionals may be working.

Our team members are not permitted to handle, move, or clean around unsecured firearms or weapons. If an unsecured firearm or weapon is present upon arrival, our cleaning professional may pause or decline service until the item has been safely secured. We appreciate your cooperation in helping us maintain a safe environment so we can provide the quality service you expect with confidence and peace of mind.

We understand that allowing a cleaning team into your home is a meaningful level of trust, and we truly appreciate the confidence you place in us. For your convenience, clients may choose to provide a key, garage code, entry code, or other access method to allow our team to provide seamless and reliable service.

Any keys, access information, or entry details provided to our company are treated with the highest level of care, privacy, and responsibility. Keys are stored securely when not in use and access information is only available to authorized team members who need it to complete scheduled services. Your keys and entry information will never be shared, duplicated, or used for any purpose outside of providing your requested cleaning services.

To help us maintain secure and uninterrupted access to your home, please notify us promptly of any changes to locks, codes, or entry instructions. We also ask that any special entry procedures or security details be communicated to our team so we can provide service safely and respectfully.

Your safety, privacy, and peace of mind are extremely important to us. We are committed to protecting your home and treating it with the same care and respect we would want for our own.

We believe every home deserves to feel fresh, cared for, and beautifully maintained. Our team takes great pride in bringing out the best in your space by using professional cleaning techniques, attention to detail, and thoughtful care with every visit. We will always do our very best to leave your home looking refreshed, polished, and as close to its original beauty as possible.

Over time, every home naturally experiences changes from everyday living, age, wear and tear, previous cleaning methods, environmental factors, and the materials used throughout the home. While our services can make a significant difference in the cleanliness and appearance of your space, cleaning cannot always restore surfaces, fixtures, flooring, appliances, or finishes to a brand-new condition when permanent changes or damage have occurred.

Our goal is not only to clean your home but to care for it with the respect and attention it deserves. We will always approach each home with professionalism, consistency, and a commitment to delivering the highest quality service possible. We appreciate your understanding that some signs of a well-loved and lived-in home are natural, and we are honored to help you maintain a space that feels beautiful, comfortable, and cared for.

Your home is important to you, and we understand the trust you place in us when you welcome our team into your space. We treat every home and belonging with care, respect, and attention to detail. Our cleaning professionals are trained to use safe cleaning practices and handle your belongings responsibly while providing the exceptional service you expect.

While we take every precaution to prevent accidents, we are human, and unexpected situations can occasionally occur. If something is accidentally damaged or broken during your cleaning service, please reach out to us within 24 hours of your appointment so we can review the situation and work together toward a resolution.

We stand behind the quality of our work and will always take concerns seriously. Our responsibility applies to accidental damage caused by our team while performing standard cleaning services. However, we cannot be responsible for damage related to normal wear and tear, pre-existing damage, manufacturer defects, improper installation, weakened or fragile materials, items that require specialized care, or conditions that are outside of our control.

To help us provide the safest and most effective service, we kindly ask that valuable, fragile, antique, sentimental, or specialty items be secured or made known to our team prior to cleaning. We are happy to clean around items that require extra care, but we cannot guarantee the condition of items that are delicate, unstable, or not intended for routine cleaning.

We truly appreciate the opportunity to care for your home and value the trust you place in our team. Our commitment is to communicate openly, handle every concern professionally, and always strive to provide the best possible experience for our clients.

We are grateful for the relationships we build with our clients and the trust you place in our team members while they care for your home. Our cleaning professionals are valued members of our company, and we are committed to providing them with a supportive, stable, and professional work environment.

To protect the integrity of our team and the services we provide, clients agree not to directly or indirectly solicit, hire, contract with, or encourage any of our employees to provide cleaning services outside of our company. This includes offering private cleaning arrangements, asking team members to work for another company or individual, or attempting to transition an employee-client relationship outside of our established services.

If you have a need for additional services, changes to your cleaning schedule, or special requests, we are always happy to help and find a solution through our company. We truly value our clients and appreciate your understanding that our team members are part of the trusted service experience we work hard to provide.

Thank you for respecting our team, our business, and the relationships that allow us to continue delivering exceptional care to every home we serve.