Service Policies:
1. 100% SAME-DAY SATISFACTION GUARANTEED WITH WALKTHROUGH
We are proud to offer our 100% satisfaction guarantee. After service, our cleaning team will conduct a walk-through inspection with you. If you are not 100% satisfied with any part of the cleaning service, we are happy to re-clean any missed areas free of charge at the time of service.
If clients are unable or choose not to perform the walk-through inspection, service is considered complete and no additional re-cleanings will be provided.
After the walk-through is completed, our services are considered complete. Additional fees will apply if asked to return for cleaning. For move-out cleanings, it is recommended that your landlord attend the inspection walk-through with our cleaners.
2. CANCELLATION POLICY
Please cancel as early as possible, no later than 24 hours before your scheduled appointment. Cancellations made within 24 hours of service will result in a charge equal to 50% of the service.
3. PAYMENT POLICY
Payment is required for all services provided.
For recurring clients, payment is due within 24 hours of each scheduled cleaning. A five-day grace period applies. A 5% late fee will be added on day six. Service will be suspended after fourteen days of non-payment.
For one-time and deep clean clients, payment is due upon completion of service or within 24 hours. A $35 late fee will apply if payment is not received within 24 hours. No future service will be scheduled until the outstanding balance is paid.
All quoted prices are pre-tax. Hawaii General Excise Tax (GET) of 4.712% is not included in the quote and will be added to the final invoice.
All payments are non-refundable once service has been completed.
Tipping is not required, but always appreciated by our hardworking cleaners. If you choose to tip, cash tips given directly to the cleaning team are preferred.
4. PRICING ADJUSTMENTS
Prices are based on home size, condition, and scope of work. Homes that require additional time due to excessive clutter, pet hair, or heavy buildup may incur additional charges. Any pricing adjustments will be communicated promptly.
5. ACCESS TO PROPERTY
Clients are responsible for providing safe and timely access to the property at the scheduled service time. If we are unable to access the home, the visit may be charged as a late cancellation.
6. NOT LIABLE FOR SCREENS, BLINDS, CEILING FANS, AND COOKER HOOD FILTERS
Screens, blinds, ceiling fans, and cooker hood filters tend to break easily, especially when old. We are not liable for any damage to these items. If you would like these items cleaned, please remove them beforehand if they are delicate.
7. MOVE-OUT CLEANING
All furniture and personal belongings must be removed prior to service. We do not move furniture. Additional charges will apply if items need to be removed or moved.
Closets, cabinets, and drawers must be emptied prior to cleaning. If items need to be removed, cleaned, and replaced by our team, additional charges will apply.
8. DEEP CLEANING & REGULAR CLEANING
Please clear cluttered areas and personal items prior to service so that cleaning areas can be properly accessed. Additional charges will apply if items need to be removed or moved.
9. NO BIOHAZARD CLEANINGS
We do not provide biohazard or bodily fluid (including vomit) cleanings. This includes animal or human waste/vomit, roach eggs, live roaches, or bugs.
10. NO CLEANING HIGHER THAN 7 FEET ABOVE THE GROUND
Due to insurance restrictions, our staff may not clean areas higher than seven feet above the ground. If higher areas requiring step ladders need to be cleaned, this must be disclosed prior to service. Otherwise, only areas reachable from the ground will be cleaned.
11. ANIMALS
All animals must be disclosed prior to service.
12. REGULAR CLEANING ADD-ONS & EXCLUSIONS
Regular house cleaning does not include interior or closed areas such as ovens, refrigerators, closets, cabinets, or drawers. These areas must be empty in order to be cleaned. Any removal of items, cleaning of interior or closed areas, or replacement of contents by our team is considered an add-on service and will incur additional charges. All add-on services must be requested at the time of booking and cannot be requested while the cleaning team is on-site.
Regular cleaning also does not include cleaning that exceeds ordinary daily use. This includes excessive dust, debris, or trash buildup, as well as dust or residue resulting from construction, renovations, repairs, or other work performed in the home. These conditions must be disclosed at the time of booking and will be subject to additional charges.
The following services are not included in regular cleaning and require advance booking. Additional charges apply:
Lanai cleaning
Laundry and bed making
Window sill or window/door track cleaning
Garage or carport cleaning
Carpet or upholstery cleaning
Floor stripping, waxing, or deep scrubbing
Pressure washing or hood cleaning
Windows, screens, blinds, or walls
Grout scrubbing or stain removal
Paint or adhesive removal
Cleaning areas higher than seven feet
13. MOVE-OUT CLEANING ADD-ONS & EXCLUSIONS
Move-out cleanings include light wall dusting and interior window wiping only. Any deep, detailed, or heavy-duty cleaning beyond this scope is considered an add-on and will incur additional charges.
Move-out cleaning does not include excessive dust, debris, trash buildup, or post-construction, renovation, or repair residue unless disclosed at the time of booking and approved as an add-on service.
The following services are not included in standard move-out cleanings and require advance booking. Additional charges apply:
Laundry and bed making
Interior cleaning of closets, cabinets, or drawers (must be emptied - if cleaner needs to empty out to clean, there will be an additional charge)
Heavy wall washing or stain removal
Deep floor scrubbing/mopping due to extremely dirty floors
Carpet or upholstery cleaning
Window, screen, or blind cleaning beyond interior wipe-down
Paint or adhesive removal
Cleaning areas higher than seven feet