Terms and conditions

Booking and pricing

Prices are shown on the booking form before you confirm and are based on the details you provide about your home. If a home is materially larger, or in a materially different condition, than described at booking, we may adjust the price or the scope of the visit and will tell you before work continues.

First-time customers whose home has not been professionally cleaned within the last 30 days will need to add a First Time (Initial) Clean. This gives the crew the time needed to bring the home to the standard our recurring cleans maintain. Without it, we cannot guarantee the level of service.

Hourly services are billed by time at our current hourly rate. Customers are responsible for booking enough time for the work requested; if the booked time is not enough, we focus on priority areas and do not guarantee that every requested task will be completed.

Payment

A hold is placed on your card the day before the cleaning to confirm that payment is set up correctly. The actual charge is made only after the cleaning is finished. Tipping is never expected; if you choose to tip, in cash or by asking us to add it, 100% of it goes to your cleaner.

Cancelling, rescheduling and lockouts

You can cancel or reschedule a booking free of charge with at least 24 hours' notice, by email, phone or text. With less than 24 hours' notice, a $79 cancellation fee applies.

If we are unable to enter your home for any reason at the scheduled time, we wait 30 minutes. After that the appointment is cancelled and a $79 lockout fee applies.

Our guarantee

We offer a 100% satisfaction guarantee. If we have missed anything we should have cleaned, tell us within 24 hours of the clean and we will come back and make it right at no charge. The fix-it visit must take place within 3 business days of the original service, and you must provide access. Re-cleans cover the areas missed from the original scope; they do not add new tasks or areas, and they are not a repeat of the whole service.

Because cleaning is a labour-based service, completed services are otherwise non-refundable.

Access, safety and your home

You do not need to be home. You may let us in, hide a key, or give us a lockbox or door code to keep on file. Please secure pets in a separate room or outside where possible, and tell us about anything fragile, valuable or irreplaceable before we start.

For your cleaners' safety and the protection of your property, our teams do not lift furniture over about twenty pounds, clean the exterior of windows, handle biohazards or animal waste, clean heavy grease or mould, work at height, or clean inside cabinets and drawers unless that is part of the service booked. Thin metal or plastic blinds are not wiped, as they bend.

Damage and liability

Our cleaners take care in your home. If something is damaged during a visit, tell us within 24 hours with a description and photos, and we will work with you to put it right. Our liability for any visit is limited to the price paid for that visit, except where the law does not allow that limit.

Holidays and changes to these terms

We observe certain holidays, which may include New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Eve and Christmas Day. If a recurring cleaning falls on one, we make reasonable efforts to contact you in advance to reschedule. Service on a holiday, where a team is available, is quoted and agreed before the booking is confirmed.

We may update these terms from time to time. The date at the top is the date of the current version. Questions: hello@napervilleclean.com or 630-687-8701.