Why Are These Important?

WORK HOURS: 

Our normal work days are Monday through Friday, from 7 am to 7 pm, and Saturday from 8 am to 3 pm. Saturday cleaning appointments do have an additional scheduling fee, but free walkthroughs are still available on Saturdays without any extra charge.

CANCELLATION POLICY:

If you need to cancel your cleaning appointments, we kindly ask for at least 24 hours’ notice. Cancellations made with less than 24 hours’ notice will incur a $50 cancellation fee. This helps us manage our schedule and ensure we can accommodate all of our clients.

RESCHEDULING POLICY:

Life happens, and sometimes one of us needs to reschedule. Communication is key- please call, test, or email us as soon as you know there’s a conflict. We’ll do our best to find the next earliest convenient time for you. As long as we receive at least 24 hours’ notice, there will be no $50 rescheduling charge.

WEATHER POLICY:

In the event of severe weather (such as heavy snow, storms, or other hazardous conditions), we may need to reschedule your cleaning appointment for safety reasons. If this happens, we will contact you as soon as possible to find the next available time. We ask for your understanding in these circumstances, and there will be no cancellation or rescheduling fees if we need to adjust due to weather conditions.

SICK POLICY:

If you or your children are sick with a contagious illness (such as the flu, cold, pneumonia, chicken pox, etc.), please call to reschedule your cleaning. While we disinfect, we want to avoid spreading germs to other homes or become ill ourselves. To be fair to all our customers, we prefer to wait until you’re feeling better. Similarly, we may call in sick to protect you and your family. Please notify us as soon as possible, and there will be no cancellation fee due to illness.

We trust that our clients will use this policy responsibly, as it is intended for genuine illness to ensure the health and safety of everyone involved.

HEALTH AND SAFETY POLICY:

The health and safety of our clients and team is our top priority. We adhere to strict safety protocols, using proper sensitization methods to protect your home. Our staff is trained in safe cleaning techniques to ensure a safe and healthy experience. If you have specific health concerns or allergies, please let us know ahead of time so we can tailor our cleaning process to meet your needs.

LIMITATIONS OF SERVICE:

For your safety, the safety of our team, and in accordance with our insurance policies, there are certain limitations to the service we can provide. These limitations include, but are not limited to:

1. Ladders and Step Ladders- We do not climb ladders or step ladders to reach high areas. Our team works within safe, reachable limits and uses appropriate tools such as extension poles for hard-to-reach areas.

2. Heavy Items- We do not move furniture, boxes, or any items that weigh over 40 lbs. This policy also applies to items with other objects placed on top of or inside them. We do not relocate heavy or fragile items as part of our cleaning service to ensure the safety of both your belongings and our staff.

3. Bio Hazard Materials- We do not handle or clean any bio-hazard materials, including bodily fluids, removal of mold, hazardous chemicals, needles, pet waste, or other waste materials. We are not trained in bio-hazard cleanup. If you require bio-hazard cleaning, we recommend contacting a professional service that specializes in this area. If any bio-hazards are present while cleaning, we will avoid those areas and may not be able to complete the cleaning of that room. Full payment for the scheduled service will still be expected.

4. Sensitive Items- For safety and legal reasons, we do not handle firearms, intimate toys and personal massagers, or drug paraphernalia. If these items are present in the home, we ask you to secure them prior to our arrival. If any of these items are left out, we will avoid cleaning these areas and may not be able to complete the cleaning of that room. Full payment for the scheduled service will still be expected.

5. Pre-existing Damage- We are not responsible for repairing or restoring areas with pre-existing damage, wear, or deterioration. This includes stains, damaged, or worn-out carpets, upholstery, or surfaces.

These limitations are in place for your protection and to maintain the highest level of safety and quality in our work. We appreciate your understanding and encourage you to prepare your space accordingly prior to our arrival.

FORMS OF PAYMENT:

Payment is due within 24 hours upon receipt of service. We accept a variety of payment methods for your convenience, including credit/debit cards, checks, and electronic payments through Venmo and Cash App. Payments can also be made through our Square invoice, which is secure and provides an electronic accounting trail for both your records and ours. If you prefer to pay with cash, it can be left behind before we arrive for the service. Additionally, we can keep a card on file through Square to charge for each cleaning. Please let us know your preferred payment method before your first service. If you decide to choose an alternative method than previously discussed please inform us prior to your appointment.

DELINQUENT PAYMENT POLICY:

If payment is not received within 24 hours of service, a late fee of $25 will be applied. Invoices will be sent daily until payment is received. If payment remains unpaid for more than 7 days after the service, we may suspend future cleaning services until the outstanding balance is paid in full. In cases where payment remains unresolved, we may also refer the account to a collection agency or file a small claims case in court. We ask that you reach out to us if you are experiencing any issues with payment, and we will do our best to work with you to find a solution.

KEYS AND ALARM SYSTEMS POLICY:

It is not necessary for you to be home while we are cleaning. For the convenience and security of our clients, we can keep a spare key on file to access your home for scheduled cleanings. If you choose to provide a key, it will be kept in a secure, confidential manner and will only be used for cleaning appointments. We will return or destroy the key upon your request.

If your home has an alarm system, please provide us with the necessary codes and instructions to ensure smooth access during cleaning and a safe exit. If you prefer, you can disable the alarm before our arrival or provide temporary access codes for each cleaning.

If we are unable to access your home due to a locked door or alarm issue and the appointment has been confirmed, a $50 lockout fee will be charged.

Please notify us if there are any specific security concerns and if your key needs to be returned or destroyed.

PET POLICY:

We love pets, but for the safety of your furry friends and our team, we ask that you notify us ahead of time if there are any pets in the home. If your pets are particularly anxious, overly curious, or aggressive, please ensure they are secured in a safe area during the cleaning. While we are happy to work around pets, we do not assume responsibility for their behavior during our visit.

If you prefer, you can make arrangements to have your pets in a separate area of the home or outside during cleaning. Please let us know if there are any special instructions regarding your pets, and we will do our best to accommodate them.

PERSONAL BELONGINGS AND PRIVACY POLICY:

We respect the privacy and personal belongings of our clients. Our team will never move or disturb any personal items unless they are necessary to complete the cleaning. If there are items you prefer we not touch, please feel free to secure them in advance.

We understand that your home is private, and we take extra care to ensure that all sensitive areas are respected. If you have specific concerns or requests regarding the handling of personal belongings or privacy, please inform us prior to the cleaning. We will not share or disclose any personal information or details about your home to any third parties, ensuring your privacy is always maintained.

By agreeing to our services, clients understand and consent to the taking of photos during cleanings. These photos are used for our files and as proof of completion. In some cases, these photos may be used for promotional purposes, including on our website and social media. Rest assured, any photos taken will not include private information or faces of individuals living in the home. If you do not wish for photos to be used for promotional purposes, please inform us verbally prior to the cleaning, and we will respect your wishes.

BREAKAGE AND DAMAGE POLICY:

While we take utmost care in handling your property, accidents can happen. If any breakage or damage occurs during the cleaning process, we will promptly inform you and make note of the issue. We are committed to resolving any damage in a fair and professional manner.

If an item is damaged, we will either repair or replace it at the discretion of the company. If the item is irreplaceable, we will discuss fair compensation for the damage. Please note, we cannot be held responsible for pre-existing damage, excessive age causing an item to be particularly fragile, or an item that is not secured properly. If you have valuables or delicate items that you are especially concerned about, we recommend that they be properly stored or protected during our visit.

We ask that you notify us of any specific concerns regarding fragile items before the cleaning, so we can take extra precautions.

If there is a dispute between the company and the client, or if insurance is involved, all pre-existing scheduled appointments will be canceled, and services will be paused until the concern is resolved and declared over.

GLASS DOOR WAIVER POLICY:

At Lions Cleaning Service, we take great care in cleaning all areas of your home, including glass doors and windows. However, due to the fragile nature of glass, we cannot be held responsible for any damage to glass doors or windows that may occur during the cleaning process.

We also acknowledge that elements outside of our control, such as temperature, pressure, and the existing quality of the glass, can contribute to the potential for damage. These factors can affect the integrity of glass, and in some cases, could lead to breakage or damage during cleaning.

If you have glass doors or windows that are particularly fragile or prone to damage, we ask that you notify us in advance. In these cases, we may recommend that certain areas be left untouched to prevent any potential issues.

By agreeing to our services, clients automatically acknowledge and accept the risk associated with cleaning glass doors and windows. Should you wish to exclude any glass areas from cleaning to avoid potential damage, please notify us prior to the cleaning. In the absence of such a request, we will proceed with cleaning as usual, and by booking our services, you waive liability for any damage to the glass doors and windows that may occur during our cleaning process.

SPECIAL OR MISCELLANEOUS PROJECTS: 

Have a unique cleaning request? We’re happy to help! Just send us a quick email or text with the details, and we’ll provide a custom quote. We’ll do our best to work it into your next scheduled cleaning or set up a separate appointment if needed. For larger or time-sensitive projects, please reach out 3-7 days in advance so we can plan accordingly.

SATISFACTION GUARANTEE:

If for any reason you are not fully satisfied with the service provided, please contact us within 24 hours of the completion of the cleaning. We will make every reasonable effort to address and resolve your concerns promptly. This may include offering a re-clean of the affected area or providing a partial or full refund of your cleaning fee, depending on the situation.

We are committed to addressing concerns that arise within 24 hours of service. Any request for the money-back guarantee must be made within this time frame. After 24 hours, we are no longer responsible for rectifying the situation

Please Note

1. Re-Cleanings: A re-cleaning of the affected area is the first option that will be offered in all cases. If the re-cleaning does not resolve the issue to your satisfaction, then a refund may be considered. By contacting us with concerns, you are agreeing to give us the opportunity to rectify the situation before requesting a refund. If a re-cleaning service is denied by the client or if access is not provided, the satisfaction guarantee is voided. The client will be responsible for full payment of the scheduled cleaning, and no refund will be provided.

2. Refunds: Refunds will only be issued if re-cleanings fails to resolve the issue or is the situation warrants a refund. Refunds are assessed on a case-by-case basis, and we will make a reasonable effort to resolve the matter before considering the option.

3. Limitations: Our satisfaction guarantee covers only the cleaning services we provided during the initial cleaning. It does not extend to pre-existing conditions, items that were not part of the service agreement, or situations involving factors outside our control, such as :

   1. actions by children, pets, or guests after the cleaning is completed

   2. the prior existence of bio-hazards or private items that make our cleaners uncomfortable

   3. conditions disclosed at the time of booking (stubborn stains, worn-out surfaces, undisclosed mold or mildew)

   4. weather or environmental conditions (humidity, rain, mud, dust storms, high pollen, winds)

By agreeing to our services, you acknowledge and accept these terms. We reserve the right to determine the best course of action to resolve any concerns, and all decisions regarding refunds and re-cleaning will be made in good faith.