Please ensure our team has access to your home at the scheduled time. If we are unable to access the property (e.g., locked out or no key/code provided), a lockout fee of 100% of your scheduled service cost may apply. This helps cover employee wages and travel time.
Arrival Time
Our technicians are available to clean from 8:30 AM to 5 PM. Occasionally they may need to stay past 5 PM to finish the job.
We cannot guarantee an exact time for your visit due to the nature of our business. If you need an estimated window of time, you may call or email the day before your scheduled visit. No arrival time is implied or ever guaranteed. We will do our best to accommodate requests, but they are treated as requests only and we have no way to guarantee your exact service time.
Billing
Payment is due after your service is completed. The card you provided will be charged automatically.
Declined payments must be corrected within three business days or service will be paused.
A $15 late fee may be charged if payment is five or more business days overdue.
Breakage
While we take precautions, accidents can happen. We are not responsible for items that are unstable or improperly secured (“booby traps”).
Verifiable reimbursements will be made on a case by case basis. Items over $25 require verification before replacement or reimbursement.
Breakage must be reported within 24 hours of service. We are not responsible for damage to older blinds or fragile hardware.
Business Hours
Our business hours are Monday-Friday from 8AM-5PM. Our cleaning technicians may provide services outside these days and times upon prior approval. We are closed on major holidays.
Canceling (Skipping) ONE Service Visit
Canceling (skipping) ONE service visit at least 2 business days before (see “Business Hours”): If a service appointment is canceled (skipped) at least 2 business days before your scheduled service, no penalty will be applied. Also see “Rescheduling”.
Canceling (skipping) ONE service visit same-day and 24-hour before (see “Business Hours”): If a service appointment is canceled (skipped) the day of service, there will be a cancellation fee of 50% of your scheduled service cost. No exceptions for illness. Cleaning appointments will proceed as scheduled, even if a member of the household is unwell. We understand that illnesses are a part of life and appreciate your understanding in helping us maintain our commitment to all clients. We will take extra precautions like wearing gloves and disinfecting equipment to reduce the possibility of spread. Also see “Rescheduling”.
Repeated skips may result in the need for a Deluxe Clean to restore the home to our standard of care. You will be notified before any changes in rates.
We must adhere strictly to this policy to prevent lost wages for your cleaning professionals and retain great employees.
Canceling ALL Future Services
Cleangie does not require service contracts; you may cancel all future services at any time without incurring additional fees.
Cleaning Agents/Chemicals
For safety and consistency, we only use a select few professional-grade, low-odor, septic-safe cleaning agents that have been carefully chosen by the owner. Please inform us of any known allergies or sensitivities to cleaning agents prior to your first service.
Employees are not allowed to use a client’s personal cleaning products. This policy complies with OSHA and protects both clients and staff. Any exception requires office approval in advance, but will more than likely be denied.
Clutter
General clutter: Clients are encouraged to pick up items before our arrival. Areas with five or more items will be cleaned around, not moved.
Extreme clutter: We do not offer cleaning services for areas with significant clutter, as it may not be cost-effective for clients.
Communicating
Please direct all special requests to our office so we can update your file and ensure consistency, regardless of which team member is assigned.
Cleangie does not use subcontractors or independent contractors. All team members are Cleangie employees—trained, insured, and background checked, hand picked by our owner herself based on a rigid application process. This ensures a consistent and accountable service experience.
Dishes
Dishes—including washing, drying, and storing—are excluded from our regular scope of work due to past misuse and misunderstandings. We appreciate your understanding. If dish-related help is needed, please request it separately; additional charges may apply.
Guarantee
We’re committed to your satisfaction. If you’re not happy, request a re-clean within 24 hours of service; we’ll return within two business days. Refunds or partial refunds are not offered.
Hair
Though we perform walkthroughs to catch remaining dust and hair, some particles may settle after we leave. We do our best to minimize this.
Hard Water
We do not carry the specialized chemicals required to remove severe hard water stains. While we will attempt to clean affected areas, we cannot guarantee full removal of hard water deposits.
Laundry
We offer laundry services separate from cleaning services. Our cleaning technicians are focused on cleaning and our laundry technicians are focused on laundry.
Organizing
We offer organizing services separate from cleaning services. Our cleaning technicians are focused on cleaning and our organizing technicians are focused on organizing.
Paused Services
If recurring services are paused for more than eight (8) weeks, a Deluxe Clean will be required upon resuming service. This ensures that the home is returned to a baseline standard, allowing us to maintain our quality of service and uphold the health and safety standards we promise to all clients. Deluxe Cleaning rates will be provided and approved prior to scheduling the service.
Pets
We love pets, but for safety and efficiency, please secure all pets so they do not interfere with cleaning or pose risk to your cleaning technician.
We are not equipped to clean up pet accidents.
Photos
Disclaimer because our amazing attorney said so: By using our services, you consent to the potential use of non-identifying photos taken within your property for marketing purposes. These photos will never contain any personal information or identifiable features. If you prefer to opt out of this, please email us at [email protected].
Pricing
We use flat-rate pricing based on square footage—not time or number of cleaners. Prices may be adjusted and communicated if a space is atypical or incorrectly booked.
Quality Control
Our quality control relies on your feedback. We address issues promptly when informed, and changing technicians may not always resolve concerns—clear communication does. Our team takes pride in their work and wants to know if you’re ever dissatisfied. Please respond to the post-cleaning review that is emailed/texted after each cleaning.
Rescheduling
See “Canceling (Skipping) ONE Service Visit”.
Right to Refuse Service
Cleangie reserves the right to refuse or terminate service at any time if our staff feel unsafe, are treated disrespectfully, or encounter conditions that were not disclosed during booking (e.g., hoarding, pest infestations, or aggressive pets).
Safety
For safety and insurance reasons, your cleaning professional cannot move heavy items, stand on furniture or countertops, or use ladders beyond a standard 2-step stepladder. They are also prohibited from handling biohazards—including pet or human fluids, feces, rodent droppings, and mold—except for routine cleaning in and around toilets and common wet areas.
Services We Do Not Offer
We do not provide the following services:
Shopping or running errands
Cleaning high-reaching windows
Window cleaning, other than a few touch-ups
Lifting items over 25 lbs
Cleaning bodily fluids, mold, toys, pet waste, or other bio-hazards
Climbing ladders higher than two steps
Construction cleaning
Steam cleaning
Carpet cleaning
Grout cleaning
Garage cleaning
Electronic cleaning
Cleaning inside curios, china cabinets, stocked drawers, or behind closed doors
Removing extreme buildup, deep mineral deposits, or excessive hard water stains
Setting
The ideal cleaning environment is when the home is unoccupied and the thermostat is set to 72°F in summer and 68°F in winter. If this isn’t possible, please minimize distractions so our technicians can work efficiently. Due to the nature of our business, our team cannot remain idle during naptimes, meetings, or other delays.
Skipping
See “Canceling (Skipping) ONE Service Visit”.
Smile
We understand the stress of having someone in your home. Please be kind and respectful to our professional cleaners. For any concerns, contact the office directly.
Surveillance Notice
Our technicians are aware that many homes have security cameras. By using our services, you consent to video recording in common areas during your scheduled appointment. However, we reserve the right to discontinue service if a camera is placed in a private or inappropriate location (e.g., bathrooms).
Tipping
Tipping is not required but is always appreciated by our hardworking technicians. If you’d like to leave a tip, you may do so in cash, request that we add it to your invoice, or select from the options in the post-cleaning review that is emailed/texted to you after every service is completed.
Weather Closures
Cleangie follows Comal ISD bus closure notices. If the buses are running, so are we! We will reach out to you as soon as we’ve decided to close. Otherwise, rescheduling and canceling rules apply.
