Service Guidelines & What to Expect

Customized Cleaning Scope

Every home is different. Before service begins, we will discuss your home, priorities, schedule, and any special requests.

Your cleaning scope may vary depending on:

• The service selected
• The size and condition of the home
• Available time
• The details agreed upon before your appointment

Any additional work outside the original scope may require extra time and an updated estimate. We are happy to discuss add-on projects when scheduling allows.

Access to the Home

Clients are responsible for providing safe and reliable access to the home at the scheduled service time.

This may include:

• Keys
• Garage codes
• Lockbox information
• Concierge instructions
• Parking details
• Other access instructions

If our team is unable to access the home at the scheduled time, a lockout fee equal to 50% of the agreed service fee may apply.

Preparing for Your Cleaning

To help our team focus on cleaning, we ask that personal items, clutter, important papers, fragile items, and valuables be put away before we arrive.

We are happy to clean accessible surfaces, but excessive clutter, blocked areas, or unsafe conditions may limit what we are able to complete during the visit.

For move-in, move-out, deep cleaning, or specialty services, the home should be ready for the agreed scope before our team arrives.

If conditions are significantly different from what was described at booking, we may need to adjust the scope, time, or price.

Products and Supplies

We bring the cleaning products needed for your service and use products selected with families and pets in mind.

For safety and consistency, we do not use furniture polish as part of regular maintenance cleaning.

Furniture polishing is considered a separate project, scheduled on demand, and charged separately. This helps us avoid product buildup, finish damage, and inconsistent results on delicate or specialty furniture.

Pets

We love pet-friendly homes. For everyone's safety and comfort, we ask that pets be secured or introduced in a way that allows our team to work comfortably and safely.

Please let us know in advance if a pet is anxious, protective, or should not be let outside.

Our team will do their best to follow instructions, but clients remain responsible for securing pets before service.

Cancellations, Rescheduling & Lockouts

We understand that life happens. If you need to cancel or reschedule, please give as much notice as possible.

If we arrive and cannot complete the service because of:

• Lack of access
• No running water or electricity
• Unsafe conditions
• Another issue outside our control

A cancellation or lockout fee may apply. For lockouts, the fee is equal to 50% of the agreed service fee.

Payment

Payment is due according to the terms provided at booking or on your invoice.

For recurring clients, keeping payment arrangements current helps us maintain smooth scheduling and reliable service.

Outstanding balances may need to be resolved before future appointments are confirmed.

Quality & Communication

We care about doing the job well and building long-term service relationships.

If something does not meet your expectations, please notify us within 24 hours of the completed service so we can review the concern while the details are still fresh.

When appropriate, we may offer a reasonable correction of the affected area.

Re-cleans are not offered for:

• Areas outside the agreed scope
• Homes that were reoccupied or used after the cleaning
• Concerns reported after the 24-hour window

Breakage, Damage & Fragile Items

Our team is trained to treat your home and belongings with care. Even so, accidents can occasionally happen in any home service environment.

Please secure fragile, sentimental, antique, irreplaceable, or high-value items before service. This includes:

• Collectibles and heirlooms
• Delicate decor and loose fixtures
• Improperly mounted items
• Items that may already be cracked, weakened, or unstable

If you believe damage occurred, please notify us within 24 hours and keep the item available for review.

Olive Green Cleaning is not responsible for damage caused by normal wear and tear, pre-existing damage, improper installation, unstable furniture, delicate finishes, or manufacturer defects.

Safety & Service Limitations

For the safety of our clients and cleaners, we reserve the right to decline or stop service when conditions are unsafe, unsanitary beyond the agreed scope, or outside the type of cleaning we provide.

Our team does not:

• Move heavy furniture or appliances
• Climb higher than a standard step stool
• Handle biohazards
• Clean waste beyond normal household maintenance
• Remove pests or treat mold
• Perform work that requires a licensed trade professional

What We Do Not Offer

For safety and specialty reasons, Olive Green Cleaning does not provide:

• Mold remediation or biohazard cleanup
• Pest cleanup or hazardous waste removal
• Heavy lifting or exterior window cleaning
• Construction or hoarding cleanup
• Specialty restoration (unless specifically agreed upon in writing)

We also do not clean areas that are inaccessible, unsafe, excessively cluttered, or outside the agreed service scope.