📅 Booking & Scheduling

• Appointments are confirmed once your deposit (if applicable) has been received.

• Services are scheduled within your selected arrival window.

• We ask that all special requests be communicated before your appointment.

• We reserve the right to adjust scheduling due to weather, emergencies, illness, or unforeseen circumstances. If this happens, we'll contact you as soon as possible to reschedule.

​

💳 Payment Policy

One-Time Services

• A 50% deposit is required to reserve your appointment.

• The remaining balance will be automatically charged to your payment method once your cleaning has been completed.

• By booking, you authorize The Sweetest Clean to process the remaining balance after service completion.

 

💳 Recurring Services

After your initial Sweet Beginning service, recurring cleanings are designed to be simple and hassle-free.

• A valid payment method must remain securely on file.

• 48 hours before your scheduled appointment, we'll send a friendly reminder of your upcoming cleaning. This gives you time to reschedule if needed or update your payment information before your scheduled payment is processed.

• 24 hours before your scheduled appointment, your payment will be automatically processed using the payment method on file.

• Once payment has been successfully processed, your appointment is confirmed, and no further action is required.

 

If Your Payment Doesn't Process

If we're unable to process your payment:

• We'll notify you immediately by email and/or text message.

• You'll have 4 hours to update your payment method or submit payment.

• Once payment is successfully processed, your appointment will remain on schedule.

 

If Payment Is Not Received

If payment has not been received within the 4-hour grace period:

• Your appointment will be canceled or rescheduled based on availability.

• Your recurring service schedule may be paused until your account is brought current.

• We reserve the right to discontinue recurring service for accounts with failed payments.

Our goal is to make your recurring service as effortless as possible while ensuring we can reserve dedicated time for every customer.

​

🔄 Cancellations & Rescheduling

More than 48 hours before your appointment:

• Cancel or reschedule at no additional charge.

24–48 hours before your appointment:

• Your deposit is non-refundable but may be applied one time toward a rescheduled appointment within 30 days.

Less than 24 hours before your appointment:

• Your deposit is forfeited.

Same-day cancellations or no-shows:

• Up to 100% of the scheduled service may be charged, as your appointment time has been reserved exclusively for you.

 

🏡 Home Access

Customers are responsible for providing safe and reliable access to the home.

Accepted methods include:

• Being home at arrival

• Door code

• Smart lock

• Lockbox

• Other approved access arrangements

If our team cannot access the home within 15 minutes of arrival, the appointment may be treated as a same-day cancellation.

 

🧹 Home Occupancy

To provide the highest quality cleaning and work as efficiently as possible, we recommend that the home be unoccupied during your scheduled service.

 

You're welcome to greet our team upon arrival and review any special requests before we begin. Once cleaning starts, we ask that family members and guests leave the home whenever possible.

 

If you must remain home, we simply ask that you stay in areas not currently being cleaned so our team can work safely and efficiently.

 

📦 Preparing for Your Cleaning

To help us focus on cleaning your home, we ask that you:

• Secure valuables and important documents.

• Provide any special instructions before the appointment.

• Excessive clutter may prevent us from completing all scheduled cleaning tasks.

 

🐾 Pets

We love pets!

For the safety of both your pets and our team:

• Please secure any pets that may interfere with cleaning.

• Customers remain responsible for their pets during service.

• If a pet creates an unsafe working environment, we may pause or discontinue service.

 

✨ Home Condition

Our online pricing is based on the information, questionnaire, and photos you provide.

If your home's condition requires significantly more time or work than expected, we'll discuss your options before beginning any additional work.

We will never increase your price without your approval.

 

🧼 Satisfaction Guarantee

Your happiness matters to us.

If we missed something included in your service checklist, please notify us within 24 hours of your cleaning.

We'll gladly return to correct any missed items at no additional charge.

This guarantee applies only to services included in your booked cleaning.

 

📷 Photos & Documentation

Our team may take before-and-after photos for:

• Quality assurance

• Training

• Documentation of pre-existing conditions or damage

We will never use photos of your home for advertising or marketing without your separate written permission.

 

⚠️ Safe Working Environment

The Sweetest Clean reserves the right to refuse or discontinue service if our team encounters unsafe conditions, including but not limited to:

• Biohazards

• Hoarding conditions beyond the scope of our services

• Active pest infestations

• Aggressive animals

• Illegal activity

• Unsafe structural conditions

• Any situation that places our team at risk

If service is stopped due to unsafe conditions, applicable cancellation or service fees may apply.

 

🚭 Smoke-Free Environment

For the health and comfort of our team, we ask that customers refrain from smoking inside the home while we are providing service.

 

💎 Damage & Breakage

While we take every precaution when caring for your home, accidents can occasionally happen.

If something is accidentally damaged during your cleaning:

• Please notify us within 24 hours.

• Our team will document the incident.

• We will work with you to resolve the situation promptly and fairly.

Likewise, if we notice existing damage during your cleaning, we'll document it to avoid future misunderstandings.

 

🍒 Cherry on Top Services

Cherry on Top services are optional add-on services and are not included in standard recurring cleanings unless specifically selected and scheduled.

​

🍪 Sweet Surprises & Sprinkles

As part of our commitment to making homes a little sweeter, our team may occasionally leave a complimentary dessert or thoughtful "Sprinkle" for your family.

These surprises are gifts from The Sweetest Clean and may vary from visit to visit.

Food items will always be left in the kitchen.

 

📞 Communication

We may contact you regarding:

• Appointment reminders

• Schedule changes

• Payment notifications

• Service follow-ups

• Customer satisfaction surveys

You may opt out of marketing communications at any time, though we'll still send messages necessary to manage your appointments.

 

📄 Agreement

By scheduling service with The Sweetest Clean, you acknowledge that you have read and agree to these Terms of Service.