Policies & Procedures

Cleaning Times: We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may sometimes affect our schedule. Exact appointment times cannot be guaranteed due to the nature of each service (with the exception of 8 am, or 9 am appointments). For your convenience, we can give you an arrival window for afternoon appointments, and text you when we are en route (upon request).

Payment Policy: Payment is due the day service is performed for all residential clients. Clients are required to have a card on file when scheduling an appointment, and required to fill out and return a credit card authorization form. This information is never shared with us, and stored securely. Your card is authorized 24 hours prior to your scheduled service date, and finalized 24-48 hours after your service has taken place.

Cancellation/No Show Fees: If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours notice (excluding weekends) is required. If your appointment is on a Monday, we must receive notice by Thursday. If your appointment is on a Friday, we must receive notice by Wednesday. We must adhere strictly to this policy in order to prevent lost wages. We reserve your cleaning appointment specifically for you, and turn away other clients to serve you. Last minute cancellations are not only difficult to fill, but they cause lost wages for our wonderful cleaning technicians, and lost hours.

If a cleaning appointment is cancelled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of 50% of the last cleaning fee will be charged.

Skip a Visit: We understand that there are times when you may want to skip a visit for vacations and similar events. If you plan to skip a regularly scheduled visit, and the next cleaning takes longer due to a lack of maintenance, you may require a deep cleaning.

On the rare occasion that we must cancel a scheduled cleaning appointment with less than a 48 hour notice, and we have no available openings for another cleaning appointment within the next five business days, the next cleaning will be provided at half price.

Clutter Clause: We reserve the right not to clean excessively cluttered surfaces or floors. Excessive clutter is defined as 10+ items on a surface or floor that cannot be easily moved (ie. items not in a bin or on a tray)

Pets: During the time we will be in the home, we kindly ask that you cage any large animals with a history of biting or aggressive behavior due to the safety and well-being of our cleaning crew.

Special Cases: I acknowledge that Professional Touch Cleaning does not clean up hoarding situations, perform extreme cleaning, carpet cleaning, bug/rodent droppings, animal feces/urine, animal litter, excess spider webs, outdoor areas, nicotine removal on walls/throughout, clean homes where infestations are presents (roaches, mice, fleas, bed bugs etc.) or anything deemed bio-hazard. We do not clean homes where occupants are actively smoking in or in close proximity. If occupants of the home are actively sick, we ask for them to be in an area we will not be cleaning.

Safety: We do not move/slide anything weighing over 20 lbs, (though we can get under if there is space) or hand wash anything above the reach of our 4 step ladder (9-12 ft reach) (though we can dust with our extension pole).

Temperature: We do not clean in homes with excessive temperatures. In the fall/winter months, we do require the heat to be operating, and at a comfortable temperature for our team. In the spring/summer months, we require for a/c to be at a comfortable temperature.

Service Quality Guarantee: I acknowledge that Professional Touch Cleaning does not give refunds. If there is a problem with the quality of work performed, please let us know within 48 hours. We have a service quality guarantee, and pledge to correct the problem at no charge to you within 48 business hours, for up to 30 minutes (e.g., a missed baseboard, missed cobwebs etc.), as an hourly service, if you wish to add more work that did not get completed due to client budget restraints, you will be billed normal rates for this if the work exceeds 30 minutes. If you decide to correct the issue yourself, you will not be compensated.

Kindness is key policy: I acknowledge that in the event Professional Touch Cleaning staff is put in an uncomfortable situation by the homeowner, occupants, the guests of the homeowner, or any pets, we will be unable to provide service, and you will be billed for any time that was spent in the home, plus an additional 20%.