TERMS OF SERVICE
CANCELATION/ RESCHEDULING
Cancellations require at least 72 hours' notice to avoid fees. Cancellations made within 72 hours of the scheduled appointment will incur a fee of 50% of the booked cleaning cost. Cancellations made within 24 hours of the scheduled appointment will be charged the full cleaning cost. Cancellation notices sent after business hours the day before the scheduled appointment will incur a charge for the full cleaning cost. Late cancellations impact the earning potential of our cleaning professionals, and without enough notice, finding replacement cleanings can be challenging.
ACCESSABILITY & LOCKOUTS
Please ensure full access to your property, including running water and electricity. Cleaners must be able to work without interruption from pets or other service providers. Inaccessible properties or lockouts will be charged the full cleaning rate. Billable time starts upon cleaner arrival. We provide a time window for arrival at booking.
ENTRY INTRUCTIONS
Kleen Corp. does not hold house keys but can pass along entry instructions. If you use a lockbox, please provide the code.
FINAL WALK-THROUGH
For one-time cleanings, we recommend meeting the cleaners for a final walk-through. This allows you to confirm everything meets your expectations and approve any additional time if needed. If a walk-through isn’t possible, note that corrections or adjustments may be limited, especially for time-sensitive cleanings (e.g., pre-event). Our flat-rate cleanings come with a 100% satisfaction guarantee, valid for issues reported within 48 hours. Beyond that, additional time can be scheduled if more cleaning is required. For hourly services, payment is based on time spent, and we have a no-refund policy.
CLEANING SATISFACTION
We encourage open communication with our cleaning professionals to ensure specific requests are met. We do not provide a full refund for a service, if unsatisfied. You can get in contact with the office to schedule additional cleaning time at no extra cost if there are missed areas. We prioritize customer satisfaction and will work with you to ensure quality.
CLEAN LIMITATIONS
Our cleaning professionals do not handle areas exceeding 6 feet in height or requiring a ladder, for safety reasons.
DISCOUNT POLICY
Discounts cannot be combined. If a credit was awarded to you due to an inconvenience, you have a period of 90 days to make use of that credit. After 90 days, the credit will expire and cannot be applied to future services.
PAYMENT TERMS
Payment is due upon service completion. We accept credit cards (Visa, Mastercard, American Express, Discover), cash, and checks. Checks must be made payable to Kleen, and cash and a check must be given to the cleaning team upon completion of the appointment. Invoices will be emailed the following business day.
CREDIT CARD HOLD
A credit card will be kept on file for the first and all future appointments as a guarantee of service. The credit card will not be charged at any moment unless a cash or check payment is not provided to the cleaning team upon completion of the appointment. If payment is not made in cash or by check, the card on file will be charged for the full-service amount.
ENTRY INTRUCTIONS
Kleen Corp. does not hold house keys but can pass along entry instructions. If you use a lockbox, please provide the code.
UNFORSEEN EVENTS
In rare cases, emergencies or uncontrollable events (such as illness or vehicle issues) may lead to last-minute rescheduling. We recommend scheduling cleanings in advance of major events.
RIGHT TO REFUSE SERVICE
Kleen Co reserves the right to refuse service for any reason, including but not limited to, unexpected conditions at the property, discomfort from pets, or issues arising with clients or the work environment. Please ensure pets are kept safe during cleanings.
RIGHT TO RESCHEDULE
If a cleaning requires significantly more time than anticipated, we may reschedule additional time for another day to respect all clients’ schedules.