The most important things you need to know before and after your booking, in plain language. For the complete terms, see our Terms of Use.
Satisfaction Guarantee
Every cleaning is backed by our satisfaction guarantee. If any area was missed or did not meet your expectations, let us know within 24 hours of the cleaning and we will schedule a free return visit, at no cost to you.
The cleaning professional must be allowed to return to your home within one business day of the reported issue.
This guarantee covers the re-cleaning of missed or unsatisfactory areas and does not extend to cash refunds or credits.
This guarantee applies only to cleaning services. Home Watch and Care services (Safety Check, Storm and Leak Check, Forget Something?, Mailbox Check, and Water Plants) are governed by their own policies.
To report a concern, email your customer coordinator directly or submit a request through our contact form.
Cancellation Policy
Cancellations made more than 72 hours in advance will receive a full refund.
Cancellations made within 72 hours of the scheduled start time will incur the full service fee.
Short-notice cancellations create unfilled openings that directly impact the cleaning professional's income. We appreciate as much notice as possible.
If you need to cancel or reschedule, contact your customer coordinator directly or submit a request through the online contact form.
Rescheduling
There is no charge for rescheduling, as long as it is requested more than 72 hours before the original booking time.
If you cancel within 72 hours and choose to reschedule rather than lose the appointment, you may do so within two weeks of the original date at no additional cost.
To ensure availability for your new preferred date, let us know as soon as your plans change.
Home Access
You are responsible for ensuring the cleaning professional can access your home at the scheduled time. If we cannot get in, we will try to reach you and wait up to 30 minutes to resolve the issue. If access cannot be obtained within that window, the full service fee applies.
Providing a key or access code in advance is strongly recommended. This gives the cleaning professional scheduling flexibility and eliminates the risk of a missed appointment due to access issues.
For Home Watch and Care services, the access requirements and what happens if entry cannot be obtained are addressed separately on the Home Watch and Care Policies page.
Damage and Wear Policy
We care about your home. The cleaning professionals on our platform operate as licensed businesses in the State of Washington and are rated based on the performance of completed jobs. Even so, accidents occasionally happen, and some surfaces react to cleaning differently depending on their age, finish, and condition.
High-Use Surfaces and Normal Wear
Daily-use fixtures and surfaces, including sinks, drain covers, stovetops, ovens, toilets, appliances, baseboards, bathroom fixtures, and floors, naturally show wear over time. Cleaning may reveal this wear, but does not always cause it.
The following are not covered by reimbursement: peeling, fading, or chipping of finishes (for example, black-coated drains, brass trim, and matte fixtures); chipped paint, worn coatings, or corrosion that worsens with cleaning contact; soft, aged, or delicate finishes that degrade with normal handling; fragile or previously damaged items not disclosed before the cleaning.
New or Newly Installed Items
If a new or newly installed item is clearly damaged as a direct result of a specific action by the cleaning professional, the professional accepts direct responsibility.
Maximum reimbursement per covered occurrence: US$200. Each claim is reviewed individually.
To report damage, message your customer coordinator within 24 hours of the cleaning.
Situations That Prevent Service
Professionals will not enter a property with unsafe or unsanitary conditions, including: visible pest infestations (cockroaches, fleas, rodents, bedbugs); the presence of needles, illegal drugs, or controlled items that are easily accessible; unsecured or accessible firearms; or any condition the professional reasonably judges to be a threat to personal safety.
If these conditions are discovered upon arrival, the appointment may be ended and the full service fee will be charged.
Questions?
Get in touch with our team through the contact form on our website.