Policies

Lockout Policy

We value your time and strive to respect it, just as we do our cleaners’ time. To avoid any issues, please ensure keys are left in the agreed-upon location before services begin, or that someone is present to allow the cleaner access to the home.

If a cleaner arrives and cannot access the home, we will immediately attempt to contact the responsible person(s) by phone and/or email. If we are unable to make contact within 15 minutes, a full lockout fee will apply. We understand that delays can occur due to school drop-offs, work commitments, or other circumstances.

If contact is made and the cleaner is able to access the home within 30 minutes, the cleaning service will proceed as normal; however, a $25 fee will be charged to compensate for lost time.

The full lockout fee is equal to 75% of the scheduled service cost. This fee helps cover the cleaner’s time, travel, and lost income.

Booking Policy

At Northeast Cleaning Services, we aim to provide a smooth and reliable booking experience for all clients. The following policy outlines how bookings are scheduled and managed.

Booking Confirmation

All bookings must be confirmed prior to service. A booking is considered confirmed once you receive a confirmation message or email from us. We reserve the right to decline or reschedule bookings if confirmation is not received.

Accurate Information

Clients are responsible for providing accurate details about the property, including address, access instructions, size of the home, and any specific cleaning requirements. Incorrect or incomplete information may result in additional charges or rescheduling.

Access to the property

Clients must ensure the cleaner can access the property at the scheduled time, either by providing keys in the agreed location or having someone present to allow entry. Failure to provide access may result in lockout fees as outlined in our Lockout Policy.

Scheduling and Changes

We require at least 24 hours’ notice for any booking changes or cancellations. Changes made with less than 24 hours’ notice may incur fees as outlined in our Late Cancellation Policy.

Service Time Adjustments

Cleaning times are estimates based on the information provided. If additional time is required due to the condition of the property or extra requests, this may result in added charges or the need to reschedule.

Recurring Bookings

Recurring services are reserved specifically for you. Missed or repeatedly cancelled appointments may result in the loss of your recurring time slot.

Right to refuse service

We reserve the right to refuse or discontinue service if conditions are unsafe, unhygienic beyond reasonable expectations, or if policies are repeatedly not followed.

Thank you for choosing Enhanced Cleaning. Your cooperation helps us deliver a reliable, respectful, and high-quality service.