To ensure we provide the highest level of service and consistency for every client, we ask that you review the following guidelines.
⏰ Arrival Window
Our cleaning visits are scheduled with a two-hour arrival window rather than an exact time. This flexibility allows us to accommodate common delays such as traffic, weather, or additional services requested by other clients, while still ensuring your cleaning is completed the same day.
📅 Cancellations & Rescheduling
We kindly ask for 24 hours’ notice (within our office hours: Monday–Friday, 9 AM–5 PM) for any changes to your scheduled cleaning.
• Cancellations or reschedules made with less than 24 hours’ notice may result in a 50% service fee.
• Emergencies will always be considered on a case-by-case basis.
🔑 Home Access
To complete your service, our team must be able to enter your home at the scheduled time. If entry isn’t possible (no key, code, or access provided), the full cleaning fee may be charged. Most clients choose to provide us with a key or code—something we safeguard with the highest level of responsibility and trust.
👩🔧 Assigned Cleaner
We do our best to provide consistency by assigning you a regular cleaner. If they are unavailable due to vacation, illness, or schedule changes, another fully trained team member will step in with your customized Work Order to ensure the same high-quality results.
🏠 Best Results
For the best cleaning experience:
• Please minimize foot traffic and keep pets away from areas being cleaned.
• Floors should remain untouched until fully dry.
• Our team cannot clean kitchens while cooking is in progress.
✨ Preparing Your Home
Help us focus on deep cleaning by tidying up before our visit. Please secure fragile or sentimental items and alert us to anything you’d prefer we not touch. While accidents are rare, this step ensures cherished belongings are protected. For safety, unstable items (like picture frames or light fixtures) should be secured in advance.
🚫 Physical Limits
To keep our team safe, cleaners are not permitted to:
• Lift items heavier than 20 lbs.
• Climb higher than a two-step stool.
For higher areas, we use extended dusters. If your home requires extra reach, you’re welcome to provide a taller duster for us to keep at your property.
📸 Photos for Quality Assurance
We may take before-and-after photos of cleaned areas for documentation and quality control. These photos are never of personal or sensitive information. If we’d like to use images for marketing, you will be asked for approval first.
📝 Service Concerns
If you’re unsatisfied with any part of your cleaning, please contact us within 24 hours with photos of the issue. We’ll happily return within five business days to correct missed areas in line with our 100% satisfaction guarantee. After this timeframe, touch-ups will no longer be eligible, and full payment will apply.
🤝 Unfair Solicitation Agreement
Our employees are the heart of our business. To protect the investment we make in hiring and training, clients agree not to solicit or hire staff directly during their employment with us and for up to 12 months after. A $5,000 finder’s fee will apply if this policy is violated. By booking with us, you agree you are hiring Mr. and Mrs. House Cleaning Services LLC, not our employees individually.
✅ Following these guidelines helps us provide you with reliable, safe, and consistent service every time. We truly appreciate your trust and look forward to keeping your home sparkling clean!
