The 24-hour re-clean guarantee
If any task on the checklist for the service you booked was missed or not done to standard, tell us within 24 hours of the visit — by phone, email or reply to your visit message, ideally with a photo. We will return to re-clean the areas you name at no charge, usually within two business days. For Airbnb and VRBO turnovers, report problems before the next guest checks in so we can fix them before arrival.
If the re-clean still does not meet the checklist, you will not be charged for the original visit.
The guarantee covers the tasks included in the service you booked. It does not cover tasks outside that scope (for example, inside the oven on a standard visit), conditions we noted at the start of the visit as beyond cleaning (permanent stains, damaged finishes), or areas we could not access.
Rescheduling and cancellation
| When you tell us | Charge |
|---|---|
| 48 hours or more before the visit | None |
| Less than 48 hours before | 50% of the visit price |
| We arrive and cannot get in (lockout) | 100% of the visit price |
| Airbnb or VRBO booking cancelled by the guest | None, if the cancellation reaches your calendar before the team leaves for the property |
If we need to reschedule for any reason — illness, severe weather, a vehicle breakdown — we tell you as early as possible and there is no charge to you. Recurring clients can pause service at any time; offices give 30 days notice to end an agreement.
If something is damaged
Accidents are rare, but they happen. When one does, the team tells you the same day, with a photo. We then repair the item or reimburse its reasonable replacement value, less depreciation for older items, within 14 days of agreeing the amount. Our liability insurance stands behind that commitment.
We are not responsible for damage caused by an item’s pre-existing condition or improper installation (a loose shelf that falls when dusted, for example), and we ask you to put away items of high value or sentimental importance, because no payment replaces an heirloom. We do not clean or move items we have been asked not to touch.
Safety and refusal
Our teams may decline or stop work if a home contains biohazards, a hazard to their safety, or aggressive animals that cannot be secured. If that happens we will explain why, and you will only be charged for work completed.
How to reach us about this policy
Email [email protected], call (678) 453-4590 or use the form on our contact page.