We truly appreciate you as a client.
The team caring for your home will follow instructions on the estimate, so if you have a change to the agreed upon service or would like to add something, please contact us at least 48 hours prior to your scheduled time.
If you have a security alarm we encourage you to turn it off before the MOP STARS arrive. If you choose to turn the alarm on, you may give us the code and instructions on how to turn it off and on, but we are be responsible for errors in disarming or setting the alarm.
The time it takes our team to clean the home before yours varies so we cannot provide an exact arrival time. We will agree to a specific time but ask that you prepare for us to arrive within an hour of that time.
“Late cancellations” made the business day before a scheduled service time will be charged 25% of the agreed upon fee. “Last minute” cancellations made on the same day of service, after 12:00am, will be charged 50% of the agreed-upon fee.
Please provide a CLUTTER-FREE environment, including office desks, for cleaning. Cleaning around clutter will increase time we must spend to clean your home, thereby increasing your cost.
Other than light dusting, we do not clean computers or other electronic devices.
For health and safety reasons, we may not be able to clean an area infested with insects, and in some cases may determine we are unable to clean your home.
Keys given to us are coded and locked in a safe box. Please remember to provide us with a new key or access code if they change. If we are unable to access your home for any reason, this will be considered a same day cancellation and 50% of the service fee will be charged.
Payment is due at the time of service. We accept cash or check, and a $25 fee will be charged for any returned check. We will accept alternate forms of payment such as credit and debit cards, but we pass through the 3% cost of doing so. If you use a card we may pre-authorize payment for the price of the clean and card fee. A credit card is required to initiate service. You may pay by check or cash anytime but we will retain your card on file in case payment is not available at a time of service. In this case we will charge your card.
PETS and CHILDREN
Kids and animals are awesome, and many do not mind us being there, but we ask that you secure pets and supervise children. We do not clean any pet excrement, including litter boxes, nor do we clean blood or body fluids. We will not clean a house if they feel threatened by an animal, and will result in a “same day cancellation” and associated 50% fee of the service charge.
Due to the fragile nature of window blinds made with fabric, we do not clean these.
We may inspect homes during or after a cleaning. This means that someone may be arriving at your home during or at the end of a service. If you do not want any quality control inspections please let us know.
We reserve the right to adjust rates if we are unable to clean your home in accordance with our standard productivity rates based on quality. This may occur because we were unable to see the home before cleaning, you have asked for additional services, or for other reasons. After we have cleaned your home the first time we will have a better idea as to how much time we will need to spend in a recurring schedule.
For insurance and general safety reasons, our teams will not move heavy objects or reach any higher than they are able to with a two-step ladder.
We provide everything necessary to clean your home, and all of our core products are Green Seal Certified.
Our cleaning professionals are employees, they are insured, and generally work in teams of two.
To help avoid accidents, please put away any valuables or items that may break easily. Of course we try hard not to damage anything in your home, but on the rare occasion that something happens, please report this to our office within 24 hours.
We will battle to get to your home but if inclement weather forces us to close, we’ll notify you as soon as possible and re-schedule your clean.
We do not clean dishes.