Service Terms & Conditions
Satisfaction Guarantee
We take great pride in our work and that is why we offer a 100% satisfaction guarantee! In the rare case that you are not happy with the service provided, please contact us within 24 hours with pictures of the areas that were missed to schedule a re-clean. Claims made after 24 hours from our last visit will be subject to inspection.
Cleaning Supplies
We will provide our own cleaning supplies, however, if there are supplies that you want us to use or not use (chemical-free, personal cleaning supplies, etc), please feel free to inform us at the time of your estimate or inform our team before they begin your scheduled cleaning. You will need to provide the cleaning supplies that you wish to use other than ours. We will only need you to provide us with running water and electricity. Lack of water and/or electricity will result in our team being unable to clean and you will be charged a cancellation fee of $50. If a team must leave the property prior to completion, due to power/water being shut off during cleaning, we will charge you a prorated rate based on the work performed.
Valuables
Please, safely secure valuable items prior to your service and advise of fragile items (and their care) by call, text, email, or let the team know when they arrive at the property.
Large and Heavy items
For safety and liability reasons, we will not lift or move heavy items or furniture.
Caulking and Grout
We don’t assume responsibility for the restoration of severely worn, stained, or mildewed caulking and grout.
High Reach Areas
Our team can only reach higher areas using a 2-step ladder provided by the customer and a tall duster.
Surfaces
We recommend that you clear and tidy your surfaces and floors before your service. This allows us to focus on cleaning your home and avoid using your service time in clearing the surfaces. For example, if you have several decor items on your shelves, toys or clothes on the floors, or several items on your bathroom and kitchen countertops, we suggest you keep them in a container or store them properly during your service. If you want us to do it for you, we offer organizing as an add-on service for an additional fee. If additional time is needed to tidy up areas a service fee with be automatically added to your bill.
Floors
We recommend all floors are clear of clutter so that our team can clean the most areas possible. Please, make sure all small items such as legos and other toys, are picked up so that vacuums are not damaged. Also, clean any sticky, wet messes or pet waste before our teams arrive. If additional time is needed to tidy up floors, a service fee with be automatically added to your bill.
Linens
If you would like us to change your linens please leave fresh linens out on the bed or bedside table.
Damages
We are very careful with your property. However, in the event of accidental damage, please contact us within 48 hours. We cannot guarantee reimbursement for damages reported more than 48 hours after the end of the cleaning appointment.
Recurring Service
Recurring Cleaning Service discounts are based on the frequency of your service. We offer weekly, biweekly or monthly services. The less time between our visits the lower your rate will be. If you cancel a scheduled cleaning which results in a longer period of time between cleans you may be charged an increased price based on when your last cleaning accrued.
Note: An initial cleaning has to be done before scheduling recurring services.
Additional services /add-ons
In addition to our regular cleaning, we offer add-on services for an additional fee. If interested please contact management for a quote:
- Clean the inside of the refrigerator/oven
- Clean the inside of cabinets
- Hand wash dishes
- Unload and reload dishwasher
- Laundry (wash, dry, fold)
- Clean exterior windows
- Heavy Clutter clean-up/organization services
Reschedule & Cancellation Policy
You can reschedule or cancel the appointment 24 hours before the service by calling or texting. For cancellations made after 24 hours before your Service, we will apply a $50 cancellation fee. On-site cancellations or No-Show (entry is not provided by either not providing a means of entry or refusing to allow entry), we will apply a $50 cancellation fee. We reserve the right to remove our team from your home if the environment becomes unsafe. Our cancellation policy will apply.
Pet Policy
We are a pet-friendly company and we are happy to work around your pets. Our cleaning service does not include pet clean-up, please take the proper measures before our team arrives. If your pet becomes anxious or presents a safety concern, we reserve the right to remove our team from your home. If a team leaves the property prior to completion, we will charge you a prorated rate based on the work performed.
Safety/Health
We reserve the right for our team to work in a safe and comfortable environment. Please ensure the air conditioning is on and set to a temperature that will guarantee our team members are able to work without overheating. Do not leave out any sharp or dangerous objects. Our team does not handle any human or animal waste or fluids, as this is a biohazard. If our team feels unsafe at your property for any reason and must leave the property prior to completion, you will be charged a prorated rate based on the work performed
Payment
We accept cash, checks, credit card, and online payments. You can choose to pay when you book your appointment, leave a check/cash, or request us to send an emailed invoice once the service is completed. All payments must be made within 24 hours of completed service.
By allowing Serenity Stars to service your home you are agreeing to all terms and conditions. Serenity Stars reserves the right to change and update terms in the future and will provide any changes in writing 30 days before changes go into effect.