Customer Policies and Guidelines

To ensure we deliver professional, consistent, and dependable service, we ask that all customers review our policies and guidelines. By scheduling service with us, you acknowledge and agree to adhere to these terms. If you have any questions or concerns, please don’t hesitate to reach out. We appreciate your business!

Cancellation Policy / Schedule Changes (fees may apply)

You may submit cancellations/schedule changes by replying to your reminder email or text reminder. To avoid fees, provide at least 48 hour notice.

• Cancellations or lock-outs will be charged 50% of the cleaning fee.

Reminders

• Next cleaning reminders are sent 3 business days prior via text or email.

Arrival Times

We do not provide exact arrival times. Preferred windows are used for scheduling, but arrival may vary. Windows include:

• 1st Arrival: 8:30 AM – 9:30 AM
• 2nd Arrival: 10:30 AM – 1:30 PM
• 3rd Arrival: 11:30 AM – 2:30 PM
• Flex Arrival: 8:30 AM – 2:30 PM

Payment Policy

Prices are fixed and payment is due upon receipt. We accept credit cards only. Fees are charged to the card on file immediately after service.

Tipping

Tipping is optional. Recommended range: 10%–20%. Tips can be added after each cleaning by clicking on the scorecard text message after scoring your cleaning, or left in a labeled envelope as cash/tip.

100% Quality Satisfaction Guarantee Policy

Issues must be reported within 24 hours. We offer a re-clean at no charge. Do not attempt to fix issues before contacting us. Credits/discounts are not offered in place of re-cleans.

Things our cleaners do not clean:

• Bodily fluids, blood, urine or feces. We are not trained or certified to clean these types of materials.
• Any home with insect infestations. If an infestation is identified, the cleaners assigned to your home will leave. You will be contacted immediately and our standard cancellation fee will be charged.
• Chandeliers
• Remove paint
• Clean animal waste
• Move or lift items weighing over 20lbs
• Empty diaper pails

Breakage / Damages

• Must be reported within 3 days. Save the item if applicable.
• May opt to repair instead of reimburse.
• We are not responsible for unstable, delicate, or improperly installed items.
• We are not responsible for older/brittle blinds; please notify us in advance.
• Please relocate fragile/valuable items or ask us to skip those areas.

Keys and Alarm Systems:

Clean Stride does not accept keys. If you will not be home for your cleaning, you need to provide a way for your cleaner(s) to gain entry into your home. You can either: Leave a key at the home, provide us with a garage door code or a front door code or put key in a lock box. If your home has an alarm, please provide the office with our own code to disarm it.

Communications with the Office vs. Cleaners

• All updates must go through the office to be documented properly.
• Cleaners may not speak your language; we will translate if needed.

Supplies and Equipment

We provide all supplies and equipment. If using yours, we are not liable for damage caused to or by it. Pricing may adjust based on extra time required.

Cleaning Area Restrictions

Cleaning is limited to reachable indoor, climate-controlled areas. No work without AC/heat unless pre-approved. Outdoor areas may be add-ons.

Safety Guidelines: What Our Cleaning Techs Cannot Do in a Home

• Do not climb above the second step on a step stool or ladder.
• Do not move items weighing more than 20 lbs.
• Do not clean floors on their hands and knees (exception: bathroom floors).
• Do not use anything other than a step stool or ladder to climb on top of.

Team Policy

We try to assign a consistent cleaning technician, but we cannot guarantee it due to route scheduling.

Quotes for One-time Services and Initial Deep Cleans

Prices are based on square footage. If the scope is more than expected, additional fees may apply (you will be contacted).

Items Left at Move-Out Cleans

We are not responsible for items left behind in vacant properties. We do not haul items or trash—only dispose of in on-site trash cans/dumpsters.

Customer Feedback

We will follow up by email/text for feedback and reviews. This helps improve service. You can contact the office directly at any time.

Dishes

• Excessive dishes (over 5 min) may incur extra charges.

Skip Service Policy

• Skipped routine cleanings are billed at the correct frequency rate.
• Paused services (over 6 weeks) lose discounted rates and require a deep clean.
• Monthly clients should reschedule within 2 weeks to avoid deep clean charges.

Pet Policy

• Please confine pets during cleaning for their safety and ours.
• If pets are loose and staff feel unsafe, they may not enter the home.
• Please inform us of pets during booking.

Solicitation of Clean Stride Employees

Do not hire our staff for private jobs. Our employees are contractually prohibited from accepting side jobs without prior approval.

Price Increase

Clean Stride reserves the right to increase prices at any time.