Thank you for choosing CleanerNest for your cleaning service. Please review our policies and guidelines. We like to provide all customer expectations upfront and maintain guidelines to deliver professional and reliable service. If you have any questions or concerns, please let us know. Once again, thank you for choosing CleanerNest.

 

Payment Policy:

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• Pricing: All prices are non-negotiable and non-refundable once the booking is confirmed.

• Accepted Payment Methods: We accept Debit and Credit Cards only.

 

Billing Schedule:

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• Move-Out/In and First-Time Cleanings: Your card on file will be charged the day before the scheduled cleaning.

• Recurring Cleanings (Weekly, Biweekly, Monthly): Your card on file will be charged after each cleaning session is completed.

 

Additional Charges:

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• Cancellation/Reschedule Fees: Any applicable fees for cancellations or rescheduling will be charged to the card on file.

Cancellation Policy/Schedule Changes (fees may apply)

Submit cancellations/schedule changes at support@cleanernest.com or by calling (407) 743-4950.

Although a 7-day notice is appreciated, to avoid fees we require notice of at least 2 BUSINESS DAYS prior to the original service date.

• If cancellations/schedule changes are made 23 hours prior to cleaning a $50.00 fee will apply.

• If cancellations/schedule changes are made the DAY OF the cleaning $75.00 of your cleaning fee will apply.

Friday afternoon and weekend changes: Please note our office hours are Monday to Friday, 8am to 5pm EST. If you submit cancellations or schedule changes after 5pm on a Friday for a Monday, a $50 fee will apply because our offices are closed over the weekend.

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Reminders

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Reminders are sent via email and text message, but customers have the capability to opt out of one or the other. Please contact your office to do so.

• Initial reminders are sent 3 business days prior to cleaning. Arrival times are not specified.

• Final reminders are sent 1 business day prior to cleaning with a 1 hour arrival window.

 

Arrival Times

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Please note that we do not give exact times. We will schedule your cleanings based upon your arrival time preference on file. Please understand that we are cleaning homes prior to yours and times can fluctuate depending on the condition of the home or unforeseen circumstances out of our control. We use the 3-hour window as a scheduling parameter; however, we cannot guarantee arrival between those exact hours.

Time preferences which you choose at your time of booking are listed below:

• 1st arrival – 8:30am to 11:30am

• 2nd arrival – 10:30am to 1:30pm

• 3rd arrival – 11:30am to 2:30pm

• Flex arrival – 8:30am to 2:30pm

 

Tipping

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Tipping is always optional, but it's a thoughtful way to show appreciation to your cleaners for a job well done. If you choose to tip, we recommend an amount between 10% and 20% of the cleaning cost. 100% of tips given go directly to your cleaner(s).  You can easily add this tip when booking on our online portal, either as a one-time payment or as a recurring charge. If you prefer to tip in cash, please place it in a labeled envelope or clearly mark it so the cleaning team knows it’s for them.

 

Satisfaction Guarantee Policy

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At CleanerNest, we stand by the quality of our work. If you encounter any issues, they must be reported within 24 hours of your cleaning. Should the service not meet the quoted standards, we will return to resolve the problem at no extra cost. Please avoid attempting to fix the issue before consulting with a CleanerNest management team member. We must be given the opportunity to assess and address the issue by re-cleaning or making necessary adjustments. Please note that we do not offer discounts or refunds.

 

Breakage/Damages

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We are fully insured and take responsibility for any breakage or damage caused by the direct negligence or fault of our employees. We encourage honesty and we reward our employees for promptly reporting any incidents of breakage, which we will then communicate to you.

While our team takes great care to protect your home and belongings, we understand that accidents can happen despite our precautions. Therefore, we have developed a clear and fair policy for addressing accidental breakage:

• Breakage must be reported within 24 hours of the incident. Please retain the broken item for our inspection, as each case will be reviewed individually.

• If the value is verifiable and the breakage is clearly due to negligence by a CleanerNest employee, we will reimburse the cost of the item. Verification of the item's value is required before any replacement or reimbursement is authorized.

• In certain situations, we may choose to have the broken or damaged item professionally repaired instead of providing reimbursement. Please do not attempt to repair the item on your own with the expectation of reimbursement without prior approval from us. We need the opportunity to obtain our own repair estimate.

• We cannot accept responsibility for breakage due to items that are inherently unstable, delicate, or improperly placed, such as top-heavy objects with inadequate bases, poorly hung pictures, or wobbly items. These are considered accidents waiting to happen and may occur regardless of how carefully our team works.

• Additionally, many window blinds become brittle over time and may break during cleaning or even when being opened or closed. Therefore, we cannot take responsibility for damage to older blinds. If this risk is unacceptable, please inform us which areas to avoid, and we will update your file accordingly.

• If you have fragile, unstable, or valuable items, we recommend moving them to a location that we do not clean or requesting that we skip cleaning those areas entirely to avoid the risk of accidental damage.

 

Communications with the Office vs. Cleaners

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• It’s crucial for customers to communicate any specific instructions about your home directly with our office. We need to document your requests in our system to ensure they are accurately fulfilled.

• Directly communicating with the cleaners can lead to important details being missed, which may be needed for billing, managing staff absences, or preventing misunderstandings.

• We are an inclusive company and do not discriminate, but we cannot guarantee that our employees will speak your native language. Therefore, please relay any requests to our office, and we will translate them for the cleaning team as needed.

 

Supplies and Equipment

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We provide all necessary cleaning supplies and equipment, except paper towels and trash bags. If you prefer us to use your own, just let us know and we can accommodate that request. However, please note that we are not liable for any damage caused by your supplies to the surfaces or areas where they are applied, nor for any damage to the equipment itself. Our supplies are thoroughly tested, and our employees are specifically trained to use the products provided by CleanerNest. If your equipment or supplies require additional time or effort, an adjustment to your pricing may be necessary.

 

Cleaning Restrictions

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For liability reasons, we have certain height and weight restrictions regarding the areas we can clean. Our staff use step stools and extendable dusters, which means we can only clean areas that are within reach from these stools. Generally, we do not offer outdoor cleaning services, focusing on air-conditioned indoor spaces unless special arrangements are made during booking. Furthermore, our cleaners are not allowed to lift items weighing more than 25 pounds due to liability concerns. As a result, heavy items like mattresses or large furniture will not be moved during cleaning.

 

Team Policy

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Our scheduling is based on a route system determined by the geographic location of your home. While we make every effort to keep the same teams assigned to the same routes, we cannot guarantee that you will always have the same team for each visit.

 

Price changes

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Our pricing is determined exclusively by the square footage of your property. The rate provided at the time of booking will be your final charge. However, in rare cases, certain homes may require a much larger scope of work due to unforeseen circumstances. In such instances, CleanerNest reserves the right to contact the customer to discuss an additional fee necessary to complete the cleaning.

 

Vacant Homes

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CleanerNest is not liable for any belongings left on the property during a vacant home cleaning, also know as Move Out/In Clean. We advise removing all items and personal property from the premises prior to the cleaning service. CleanerNest offers removal or disposal of items or trash from the property for an additional fee.

 

Dishes

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If the dishwasher is empty, we will rinse and load the dishes. If the dishwasher already contains dishes, we will hand wash and air dry the remaining dishes beside the sink. This process helps avoid any misplaced dishes or mixing of clean and dirty dishes. Should there be an excessive number of dishes (more than 10 items), additional time may be required to manage them, and fees will be adjusted on a case-by-case basis.

 

Pet Policy

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To ensure the safety of both your pet and our staff, we kindly request that you keep your animals confined to a designated area while we are cleaning. While we are extremely cautious, this precaution helps prevent any chance of your pets going missing. We've encountered incidents of pet attacks or bites in the past, and it is our responsibility to safeguard our employees. If you are not home and your animals are not secured, our team may choose not to enter if they feel unsafe. Additionally, please inform us about any pets when booking so that we can be aware and considerate of their needs.

 

Solicitation of CleanerNest Employees

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At CleanerNest, we take great pride in our exceptional employees, investing significant time, money, and effort into recruiting, hiring, and training the best talent. Please be aware that our employment contracts prohibit employees from taking on private work for CleanerNest clients unless CleanerNest is informed and gives approval. We kindly ask that you refrain from soliciting our employees for side jobs or hiring them directly outside of this agreement.

 

By signing the terms and conditions agreement, you agree not to solicit or hire any CleanerNest employees for any other services. If it is discovered that you have solicited any of our employees, please note that a referral fee of $1,500 is due immediately upon hiring our staff for any services in your home or business. Additionally, the employee may be terminated immediately, as this would also breach their own non-solicitation agreement.