Please take a few minutes to read our guidelines. All our policies were created focusing on our client’s satisfaction and to provide high standard and professional cleaning services.
At Miss Clean, we provide estimates for our cleaning services both over the phone and in person. We recommend in-person estimates for certain cases. To schedule an in-person estimate, we kindly request that you make an appointment with our office.
For phone call estimates, we ask that you provide us with accurate details about your home, such as its size in square feet and the number of rooms that require cleaning. Please direct any inquiries to our office and ensure that you provide precise information. It is possible that we may need to update your quote once the cleaning process begins. Once our cleaning technicians arrive at your home, they will inform us of the estimated time required to complete the job. If changes to the initial estimate are necessary, we will provide written notification and require your written approval as well.
Please be advised that same-day cleanings are subject to availability and must be scheduled with our office by 12 o’clock noon, from Monday to Saturday. For your convenience, we require payment in advance through debit or credit card. Kindly note that we do not offer refunds; however, our commitment to your satisfaction is unwavering. We will work diligently with you until you are 100% happy with the cleaning results.
We kindly request that you provide written notice at least 24 hours in advance for any cancellation or rescheduling of your home cleaning appointment. Failure to provide sufficient notice will result in an $80 cancellation fee. If our team encounters difficulty accessing your home at the scheduled time, a cancellation fee will also be applicable. Please be aware that same-day cancellations, the inability to access your home upon our team’s arrival, or declining service at the door will result in a full charge of the service fee. Such circumstances make it challenging for us to fill the appointment slot on short notice.
For requests to pause or cancel recurring services, we require a written notice at least 1 week in advance. We also appreciate your feedback on our services and kindly ask you to share your reasons for the decision to pause or cancel. Since we don’t require any contracts, understanding your feedback is crucial for us to continually improve our services. Our commitment to delivering exceptional quality service is what we believe will keep our partnership strong and long-lasting.
If you are a recurring customer and need to reschedule, please contact us 24 business-hours before your cleaning appointment without penalty. If you ask for a reschedule of a specific date, nothing will change to your regular dates. If you reschedule for a week later than your regular date, the following appointment date will stay the same. When you request a total change of schedule based on the last appointment, we cannot guarantee the same crew. We can reschedule or proceed with your next scheduled service. Frequent cancellations may result in a cancellation fee, a price increase, and loss of your scheduled time slot or preferred cleaning team. If you are set up for weekly, biweekly, or monthly cleaning and you skip a cleaning, the next time we clean, your rate may change.
To confirm your cleaning appointment, we kindly request that you provide your card information, which will be securely stored on file. The payment for your cleaning service will be processed on the same day as the scheduled appointment. Rest assured that we prioritize the security of your information, and all transactions will be handled with utmost confidentiality. Should you have any concerns or queries regarding this process, please don’t hesitate to contact us.
Preparing for the cleaning
To ensure the best cleaning experience, we kindly ask that you prepare your place before our cleaning technicians arrive. Please pick up items such as shoes, clothes, letters, documents, and any valuable belongings. Please note that recycling is not included in our services. If you require handwashing of dishes, kindly inform our office in advance, and we will be happy to add it as an extra service to your invoice.
Please make the climate inside your home as much safe and comfortable as possible for the technicians, not falling below 60°F (15°C) or rising above 85°F (29°C). Extreme cold or hot environments can lead to discomfort, fatigue, and even health issues.
We absolutely adore pets! Your furry friends are welcome and can expect a smooth experience during our cleaning service. However, for the safety and comfort of both your pets and our team, we kindly ask that you avoid leaving your pets unattended during the cleaning.
Accessing your home
Please make sure to inform our office the best way to access your home in the date and time scheduled for the cleaning. Whether you choose to be in your home or not during the service, tell us exactly how we should enter your place, specifying what is the preferred entrance, and also if you will leave for the technicians a key copy or a code for the locker, or any other method. Your clear instructions help us ensure a seamless and efficient cleaning process while respecting your privacy and security.
Any instructions, special requests and concerns regarding the cleaning should be discussed with our office and not with the technicians. If you need to ask for extra services, please inform our office as well, during our office working times.
Tipping our team is not mandatory, but it is very much appreciated. If you choose to tip it, please give them in cash and leave it with a written notice to make it clear the cash is for the technicians. We will not be able to process tips through card payment.
Damages and Breakage
If any item or object inside your house was accidentally broken by one of our team, firstly we feel sorry for the inconvenience. Although our technicians are trained to minimize issues like that, unfortunately accidents can happen. In this case, please send us a photo and a written notice, right after the cleaning or up to 24 hours. We may replace it or be responsible for fixing the object for you.
Quality control and Guarantee
If you are not happy with the cleaning provided, please send us a written notice within 24 hours, detailing any spots that might have been missed by our technicians. We’ll be delighted to schedule a complimentary touch-up cleaning for you. Please note that we do not offer refunds. Your complete satisfaction with our services is of paramount importance to us, and we are committed to working with you until you are entirely content with the results.
Non-Solicitation of Employees
The quality of the services provided for you are only possible due to our recruiting and training of employees, and the recurring studying and professionalizing in our field of business. We thrive due to the resources we invested in our people and methods. We kindly request that our clients do not solicit our employees to be hired directly, while working for Miss Clean or before 24 months of employment termination. Any violation of this policy will incur a fee of $5,000, as it may lead to disruptions within our team and compromise the level of service we strive to maintain.
At Miss Clean we prioritize your privacy and security. All personal information you provide is handled with discretion and solely used for your cleaning services. Your data remains confidential and not disclosed to third parties. We deeply respect the privacy of your home or business premises and will never discuss any cleaning details with outsiders.
We reserve the right to adjust our prices at any time. We will always notify you in advance of any price changes. If there have been significant changes in your home, the cleaning rate may be subject to an increase to account for the additional requirements. If you previously suspended our services and decide to resume them in the future, your rate may be subject to adjustment based on current pricing.