What we promise, and what we don't.

Keys, codes and alarms

You decide how we get in. Most clients leave a key, a lockbox or a door code, and many are not home at all.

• Keys and codes are logged by Khanh the day we receive them, and kept in a locked cabinet at the shop, not in a van
• Codes are never written on a shared sheet or sent in a group text
• Please don't type a code into our website forms. We ask by phone after you book
• When service ends, the key is returned or the code is deleted, and we confirm by text
• If we set off an alarm, we call you first, then the alarm company

If something is missed, broken or missing

• Missed something? Tell us within 2 days of the visit and we return to fix it at no extra charge
• If we break something, we repair or replace it, and our general liability insurance covers what we can't
• If you think something is missing, call the shop the same day. We check the crew's log and talk to the crew together with you
• This promise covers the items on your quote's checklist. It doesn't cover an add-on you didn't book or a surface we were told to skip

Cancellations and lockouts

• Cancel or reschedule at least 48 hours ahead at no cost
• Inside 48 hours, the visit is billed as quoted
• If the crew can't get in, we wait 20 minutes, call you, and then bill the visit as quoted
• If we cancel for weather or illness, we reschedule and don't bill

Pets

Tell us about every pet and where they stay while we clean. We never let a pet out, and we ask you to secure any animal that might bite. Heavy pet hair can add time, and that is on the quote before we start.

What we don't do

• Mold remediation, biohazards or hoarding cleanups
• Moving heavy furniture or climbing past a step stool
• Exterior windows, gutters or yard work
• Carpet shampooing or steam cleaning
• Hauling junk or leftover belongings