Thank you for choosing Carnation Home Cleaning! Our goal is to provide professional, consistent, and reliable service that exceeds your expectations. The following Terms & Conditions outline the responsibilities, policies, and procedures that ensure a smooth and successful cleaning experience for both our clients and our staff.
Our office hours are Monday through Friday, 7:00 AM to 5:00 PM. We are closed on weekends and all major holidays. Calls, texts, or emails received after hours will be returned the next business day.
We schedule appointments for specific days but not for a specific time due to daily variations in our routes. You will receive automated reminders via email (7 days prior) and text (2 days prior) with an estimated 60-minute arrival window. Please ensure we have access to your home through a key, lockbox, code, or unlocked door. Failure to provide access will result in a Lock-Out Fee equivalent to the full cost of service.
We understand life happens! However, cancellations with less than 48 business hours’ notice will incur a 50% fee. Same-day cancellations or lockouts will be charged the full service amount. Weekly and bi-weekly clients who skip a cleaning will be charged a $25 skip fee; repeated skips may incur an additional 25–35% catch-up fee to cover extra time.
Don't clean before we arrive. Leave it to us! But pick up and tidy up personal items such as toys, laundry, or dishes prior to our arrival. Rooms with doors closed will not be entered, unless prearranged that it is okay to enter. Rooms with excessive clutter may be skipped at full charge unless arranged in advance as an add-on service.
Payment is due on the day of service. All clients are required to have a credit/debit card on file. We accept ACH, Zelle, Venmo, and all major credit cards. Major credit cards will incur a 3% surcharge. Payments not received within 7 calendar days may be subject to a 30% late fee. Payment by check is discouraged, returned checks or insufficient funds may result in additional charges or prepayment requirements.
We do our best to work safely but we recommend that children are out of the area we are cleaning. We may be working with equipment and products that are not safe for them.
We love your pets! But please secure any pet that may get overanxious, stressed or be a threat. Please know that we do not clean up after sick pets or clean up any pet accidents. We do not clean animal cages, litter boxes, or handle bodily fluids.
While we take great care in every home, accidents can happen. Please move expensive figurines, glassware, fragile or unstable items to a location we do not clean or have us skip that area completely if you do not wish to accept the risk. Report any damage within 30 days of discovery. We will pay up to $100 per item (verified value required for items over $25) or arrange professional repair. We cannot be responsible for unstable, unsecured, pre-damaged or aged items such as loose wall hangings, wobbly décor or old pipes.
Our quality control system is interactive and dependent upon your feedback and communication through the scorecard sent out at the conclusion of every clean. Our employees take great pride in the work they do and want to be informed whenever you are disappointed with their service.
Your satisfaction is our top priority. If you are not happy with our cleaning, please contact our office within 24 hours. We will gladly return to re-clean the area at no charge. Refunds are provided as re-cleans only.
We provide all cleaning equipment and supplies, except large kitchen trash liners and carpeting vacuums-for the purpose of reducing cross-contamination. We use neutral, non-scented products. Our team is trained to use 2-step stools only and not to lift more than 25 pounds. Please inform us if you prefer we use your personal cleaning products or equipment.
Our cleaning technicians are the heart and VIPs of our company. To protect our investment in their training, clients must agree not to solicit or hire Carnation Home Cleaning employees directly for one year following their employment. Violation of this policy will result in a $2,500 finder’s fee and immediate termination of services.
Rates may be adjusted based on actual cleaning time, changes in home condition, or annual cost-of-living increases. Clients will be notified prior to any rate change with email on file.
We observe the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas. If your cleaning falls on a holiday, we will work with you to reschedule.
As the owner of Carnation Home Cleaning, I take responsibility for my employees and their actions. Our policies are designed to help minimize risk and abuse and are not intended to avoid responsibility. I will personally review any unresolved incident to ensure the fairest resolution possible. You are a valued customer, and we wish to resolve each incident to your satisfaction.
Please do not hesitate to call into the office if you need further clarification of any of our policies. Coming into people’s homes and caring for their possessions are personal and emotional tasks and we do it everyday with as much care and respect as we can. If we ever fail to meet your expectations, we hope that you will communicate that with us and allow us to make it right which includes coming back to reclean at no charge to you. We never want an issue to go unresolved.
Sincerely,
Gina Bing
