Policies
If something goes wrong
Four situations, and what we do in each. Written plainly so you can read them to a client.
Something is broken or missing
Text us a photo within one business day. The arrival photos in your report show what was there before we started.
If we broke it, we repair or replace it, up to the limits of our insurance
If it was already damaged, the report says so and we don't pay for it
We can't promise to find an item we never saw
Something was missed
Tell us within one business day, with a photo and the line on the checklist.
We return within two business days and redo it at no charge
It covers items on the written checklist, not extras you didn't book
If the closing is sooner, tell us and we move it up
The closing date moves
Tell us as soon as you know.
No rescheduling charge if you tell us at least one business day before the visit
Less than a business day: we charge for the crew's time on the way, up to half the quote
The count-back starts again from the new date
Cancellation and lockout
If the crew can't get in, we call and text the numbers you gave us and wait 20 minutes.
If we still can't get in, the visit is charged at half the quote
Cancel at least one business day ahead and there is no charge
We never force a door or try a code that wasn't given to us
What we do not do
If your home needs one of these
Ask your agent for a specialist. We still clean around it.
Left behind
Furniture, boxes and junk
Hoarded or stacked belongings
Health and safety
Mold, biohazard or pests
Work above a stable step ladder
Repairs and finishes
Painting, patching or repairs
Carpet shampooing or pressure washing
Closing date in hand?
Send it. We'll count back.
A written quote and a cleaning date come back within one business day.