Payment at Booking: Full payment is required at the time of booking via Acuity Scheduling to secure your appointment slot.

Audit Rights: We reserve the right to adjust the final invoice at the time of service if the physical room count exceeds the count selected during booking. Work will not begin on un-booked areas until the price difference is approved.

24-Hour Cancellation Policy: We require at least 24 hours’ notice for any cancellations or rescheduling. Cancellations made with less than 24 hours' notice will result in a non-refundable charge of 50% of the service total.

Lockout Policy: If we arrive and cannot gain access to the home (incorrect door code, missing key, or turned away at the door), it is treated as a late cancellation. You will be charged 50% of the service total to cover travel time and vehicle expenses.

Arrival Window: We maintain a 20-minute arrival window. While we strive for punctuality, traffic or weather may cause minor delays; we will notify you via text if we are running outside this window.

Driveway & Incline Safety: Due to the nature of our service vehicle (Rear-Wheel Drive), we cannot attempt steep gravel or paved inclines during snowy, icy, or excessively muddy conditions.

Alternative Parking & Safety Lockouts: If your driveway is inaccessible due to grade or surface condition, the client must provide a safe, cleared parking alternative within 25 feet of the entry door. If the cleaner determines a driveway is unsafe and no safe alternative within 25ft is provided, the appointment will be cancelled as a "Safety Lockout" and the 50% fee will apply.

Equipment Hauling: Due to physical limitations, we cannot haul heavy equipment (vacuums, cleaning kits, and supplies) for long distances or over uncleared snowbanks.

Snow & Ice Maintenance: All walkways and entry points must be cleared of snow and ice prior to our arrival. If we cannot safely reach your door or park within 25 feet, the appointment will be considered a "Lockout" (50% fee).

Inclement Weather: In the event of extreme weather (Blizzards or Ice Storms), we reserve the right to reschedule for the safety of our team. Your payment will be applied to the next available date.

Biohazards: We are not equipped to handle biohazards. This includes: human/pet waste (urine, feces, vomit), blood, needles/syringes, or heavy mold growth. If these are encountered, we will clean around the area or leave the premises at our discretion; no refund will be issued for the remaining time.

Infestations: If active infestations (bed bugs, roaches, fleas, or rodents) are discovered, we will stop service immediately to prevent cross-contamination. Service will not resume until a professional pest clearance is provided.

Safety & Environment: We reserve the right to leave any home where we feel unsafe due to aggressive pets, household members' behavior, or an indoor temperature that exceeds 80°F or falls below 60°F.

Liability Disclaimer: We are not liable for damage caused by:

Normal Wear and Tear: Including but not limited to old grout/caulk crumbling, carpet fibers fraying, or finishes wearing off of older fixtures.

Improper Installation: We are not responsible for "floating" shelves, loose towel racks, or heavy pictures not properly anchored to studs.

Sun-Damaged Materials: Blinds and curtains that have become brittle due to UV exposure and snap during dusting are not our responsibility.

High-Risk Surfaces: Scratches on unsealed surfaces (e.g., unsealed granite/marble) or damage caused by using client-provided chemicals at the client's request.

Documentation: For the protection of both parties, the cleaner takes date-and-time-stamped "Before and After" photos of all service areas. These serve as proof of condition and completion. Photos will be emailed to the client at the end of the service day.

Marketing & Privacy: Photos may be used for internal quality assurance or promotional marketing; however, no identifying personal items (family photos, sensitive documents) will ever be included in public-facing images.

The 24-Hour Reporting Rule: Please inspect your home immediately. Any "missed spots" must be reported within 24 hours via photo/email.

Radius-Based Resolution:
Within 15 miles or 30 minutes: We will return at our earliest availability to fix the error at no cost.
Outside 15 miles or 30 minutes: Missed areas will be resolved via a pro-rated credit toward a future service or a partial refund, as determined by the Scope of Work and the specific area missed.

Surface Access: To provide the highest quality clean, we ask that surfaces be cleared of excessive clutter, toys, and dishes before we arrive. If we must spend significant time "tidying" to reach surfaces, we may not be able to complete deep-cleaning tasks within the allotted time.