TERMS AND CONDITIONS

• We will send you a reminder email 3 to 5 days before your scheduled clean with an approximate arrival time. 
• Your arrival time is subject to change after you receive your reminder email. If you have a specified time sensitivity of AM or PM, we will keep you scheduled in that window ○ If your arrival time changes, we will text you a time change update the day before your clean.
•  Please allow a 30-60 min arrival window on either side of your scheduled time. 

• We require a 48-hour notice for cancellations or rescheduling. Please note that business hours are Monday to Friday, from 8:00 AM to 5:00 PM, Saturday 9AM to 4PM.
• Cancellations or reschedules must be made at least 48 hours in advance to avoid a fee. If a cleaning appointment is not canceled or rescheduled within 48 hours, a fee of 50% of the service cost will apply. For notices given within 24 hours of the scheduled service, the full 100% service cost will be charged. 
• Please note this is 24 business hours. If you are scheduled on a Monday and cancel on Friday or over the weekend, you are subject to a cancellation fee. 
• This fee goes directly to the fairies to offset losing any hours, since we don’t have time to fill their hours. This also applies if our staff arrives at the property and is locked out.
• This policy helps us manage our schedule effectively and ensures we can continue to provide quality service to all our team and clients.
• Please be aware if our staff is confused about directions or parking, we will reach out directly to you for clarification.

• Clear Kitchen Sink: We have tons of tools/products to clean your sink, but can't with a sink full of dirty dishes. 
• Tidy Surfaces & Floors: The more you pick up, the better our fairies can get under and around your furniture! 
• Provide Toilet Brushes: Please ensure that each toilet is equipped with a toilet brush. This allows us to maintain cleanliness without the need to transport used brushes between rooms or accounts.

• We do not keep keys on file unless requested, in which case we may make an exception.
• We find that lockbox codes, door codes and garage codes are a much safer way to maintain security and access to your space. 
• Our software has end to end encryption, keeping your information on file safe and secure for the office and your fairy in the field.

• Tips are always appreciated! If you cannot leave cash, we can apply a tip by request after each visit or add a standard tip for future visits. Should you choose to add a standard tip to each visit, we can apply it to your invoice automatically. 
• We require a credit or debit card on file prior to the clean. You are not billed until after the clean is complete, we have verified the amount of time needed, and the level of satisfaction. Billing is then run the following Tuesday after your clean is completed. If payment is not received within 14 days of the cleaning a 25% late fee will be added to your bill. If payment is not received within 60 days you will be sent to our collections department.
• Recurring Discounted Rate: If you schedule a First Time Clean and then cancel or do not move forward with recurring services, pending any quality issues, you will be charged the One Time Clean rate. 

• If you are not satisfied with the job we will send someone back to clean all areas of concern, free of charge! Upon completion of the mop up clean and pending your satisfaction, we will run your bill for the total cost of the initial clean. We may not be able to offer refunds or discounts in place of a mop up clean. 
• Pictures are the best way to communicate a job that was not done to your standards. Please send them over via email for review ASAP (within 48 hours).

• No pictures or video (property is site unseen). 
• If we do not receive pictures of the space prior to your cleaning there is no guarantee on the work completed because we have no way of seeing the "before" condition of a space.
• Respond within 48 hours. If we do not receive a complaint within 48 hours of the scheduled cleaning, we will not be able to send someone back or discount the clean.
• Required use of client vacuum or mop. We understand the preference to have a specific vacuum cleaner or mop to be used, however we cannot guarantee the same results as when our staff cleans with the tools we provide. We are glad to send you a link to purchase one we use and keep at your house to be used only at your property.

• We love pets, but we are not equipped to clean any biological waste. Additionally, if you have an aggressive pet please ensure they are secured before our fairies arrive. If our staff is uncomfortable in any way with an animal, they are instructed to leave the premises.
• Please keep our staff indoors. They are not equipped for cleaning outside spaces. ● Our staff can only use a step ladder up to 3 feet. We do have extension dusters. ● Our staff cannot lift anything over 20 lbs so please do not ask them to move furniture. ● Our staff cannot wash dishes, load/unload dishwashers or do laundry. 

• Our staff cannot move appliances. If you want us to clean the sides or back of any appliances, please pull them out from the wall before the day of the clean.
• If the space is not 100% vacated, please move all furniture off the walls to one central area so we can clean as much of the space as possible.
• Our staff cannot move your personal belongings (to be disposed of or just temporarily to clean a space).
• If there are personal items left in drawers/shelves/cabinets, we will NOT clean that space.

• Have a special product you love? Please leave it out for fairies to use and let us know if there are any allergies.  For recurring's customer we will provide you with a cleaning caddy and leave it at your house, that way we can avoid cross contamination and use only what you like best.
• Please be aware, for move out cleans we may bring stronger chemicals and some fairies have stronger products to use with approval or by request from specific clients.

• If instructions are not provided in the spec sheet, fairies will not take out trash/recycling.
• When instructions are provided, fairies are only expected to take 1 bag of trash and/or 1 bag of recycling, essentially 1 trip to the main bins. 
• Fairies will not empty diaper pail bins or cat litter boxes. 

Know your options! Customize your service to include any of our service add-ons, either one time or on a recurring basis!

• Oven Clean Out
• Fridge Clean Out
• Dishwasher Clean Out
• Wash dishes 
• Change sheets 
• Deep clean baseboards 
• Deep clean blinds: This can be a very time intensive process based on the type of blinds you have. Please let us know what type of blinds you have and how many sets of blinds you have.
• Carpet shampooing 

• Please do not ask your fairy for any cleaning related services outside of The Cleaning Fairies. We don’t mind if you ask them to house sit or pet sit for you. 

• Please try to avoid scheduling other home service providers when we are scheduled to clean if you are not present to supervise them. 
• Your fairy will not answer the door or let anyone in your space while they are there cleaning. 
• We will not be responsible for any recleaning if another service provider is present when we clean your home. Client activities or the activities of other home service providers which result in a request to re-clean an area that has already been cleaned will result in additional time/cost. 

• Our staff are on the side of caution when cleaning so if they do not feel comfortable dusting or cleaning an item that is fragile or delicate, they will not clean it. 
• While we do our best to be careful, accidents happen. We have Limited Liability insurance for replacement or repair of any damages caused by our staff while on site. This means identical replacement will be attempted but not guaranteed. With that said, we kindly ask you to avoid cleaning requests for irreplaceable or highly sentimental items. 
• Any damage must be reported within two business days of service or The Cleaning Fairies may not be held liable.