Tidy Cleaning Services – Customer Guidelines
Estimates & Price Adjustments
Please provide accurate and detailed information about your property when scheduling to ensure a precise estimate. While on-site assessments are available for specific cases such as post-construction cleanings or when deemed necessary, they are not routine for standard services.
Should we determine that your residence requires more time than initially estimated, we will notify you immediately. In such cases, we will either extend the cleaning duration at our prevailing hourly rate or will prioritize your cleaning needs. Supplementary charges will be applicable solely after your consent has been obtained. To ensure a smooth cleaning experience, please ensure your availability by phone or email during the service in case we need to contact you.
On-Site Price Revisions: Pricing is based on the information you provide and/or our initial assessment. We reserve the right to revise the quoted price upon arrival if the condition of your property differs significantly from what was described (e.g., additional clutter, heavier soiling, more rooms/items than indicated). We will discuss revised pricing with you before proceeding. If you choose not to proceed with the adjusted price, the service may be canceled per our cancellation policy
Before Your Cleaning
General Tidying: Please pick up and tidy your home as much as possible before our arrival. While we appreciate your desire to help, please refrain from cleaning or tidying while our technicians are working. Our estimated cleaning time is based on actual cleaning; only additional tidying will incur extra charges.
Paper Towels & Trash Bags: Please leave out paper towels and trash bags, preferably on the kitchen countertop. We will leave any remaining paper towels on the counter after service.
Firearms & Weapons: Please secure any firearms or weapons away before our arrival. Our technicians will not clean areas with visible firearms.
Making Beds & Changing Sheets: Deep cleaning includes changing sheets for 1 bed. For additional beds, please notify us in advance so we can adjust your quote accordingly. If changing sheets, please leave clean linens on the bed. We do not open closets or cabinets without permission.
Creating an Optimal Environment: Please minimize distractions to enable our technicians to work uninterrupted. We recommend scheduling your cleaning when fewer people are home and all rooms are accessible. We understand family routines and will accommodate them, but we greatly appreciate maintaining the scheduled time.
Pets: Secure your pets in a designated area during cleaning for their safety and your team’s safety. We do not feed, walk, or handle pet accidents.
Home Access: We recommend providing secured electronic access via keypad, garage door opener, or lockbox. If you leave a door open or key in a concealed spot, we only enter with your permission. Please keep alarms off for the day of service or provide the alarm code (Tidy Cleaning Services is not responsible for alarm fees if triggered).
Services, Limitations & Safety
Employee Health & Safety (What We Do NOT Clean)
Our technicians do not clean the following due to health/safety concerns or lack of specialized expertise:
- Animal feces, vomit, or other biological hazards
- Human blood or bodily fluids
- Mold, asbestos, or other hazardous materials requiring specialized training
- Areas unreachable with a 2-step ladder (high ceilings, hard-to-reach corners)
- Items over 35lbs or requiring 2+ people or specialized equipment to move safely
Our cleaning technicians are strictly prohibited from moving heavy items or performing tasks that pose safety risks.
Dishes & Dishwasher: As part of our cleaning process, we load the dishwasher to free up the sink. Any dishes found in the dishwasher are presumed dirty. If this is not the case, please empty the dishwasher before our arrival. If the dishwasher is full, we will place dirty dishes from the sink on a paper towel on the countertop and leave the sink clean. Dishes left in the sink are presumed dishwasher-safe and will be loaded. Our technicians do not run the dishwasher. Hand-washing dishes (if a sink is full) or running the dishwasher are additional services and will incur an extra fee—we provide a quote before starting.
Window Treatments & Blinds: Our cleaning services do not include adjusting, repairing, or handling window blinds, shades, curtains, or other window treatments. Due to their age, condition, or installation, we cannot accept responsibility for damage, breakage, jamming, or malfunction. Please remove, secure, or avoid touching such items. Any handling is done at your own risk.
Climate Control: Please maintain a comfortable indoor temperature before our arrival. Extremely hot or cold environments are physically uncomfortable and may pose hazards to our technicians, making it difficult for them to work effectively.
Scheduling, Cancellations & Rescheduling
Appointment Arrival: We strive to provide excellent service but are unable to provide specific appointment times. You will receive email and SMS reminders with an estimated arrival window. Please note this window is subject to change due to frequency options, schedule changes, and traffic. Our technicians will arrive as soon as possible within the specified window.
Cancellations & Lockout Policy:
- 48+ hours notice: Free cancellation/rescheduling
- Less than 48 hours’ notice: $55 cancellation/rescheduling fee
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Less than 24 hours’ notice, lockout, or turning away staff: Full service fee (100%)
We apply these fees because we cannot fill the slot on short notice.
Please note: Our office hours are 7AM to 6PM. Notifications received after office hours for next-day appointments are considered same-day notice and will incur the full cancellation fee. We kindly encourage contacting us during business hours with ample advance notice to avoid these charges.
Rescheduling & Skip Fee: Rescheduling or skipping more than 48 hours before the scheduled cleaning incurs no fee. If you reschedule or skip with less than 48 hours’ notice, a $55 rescheduling/skip fee will be charged (added to your next cleaning bill) to account for additional cleaning time needed. If notice is given with less than 24 hours, the full service fee applies. Exception: Rescheduling within the same week as the original appointment (within 7 days) incurs no extra charge.
Canceling Recurring Service: We require no contract—you may cancel at any time via phone or email. However, cancellation requests made within 48 hours of your next scheduled appointment will incur the applicable cancellation fee per our policy.
Special Requests: Submit all special requests and additional service requests to the office (978-876-2453) before the service, not to the cleaning technicians on-site. Contact us in advance to schedule add-ons and communicate your needs.
Payment, Deposits & Tipping
Recurring Cleanings: We automatically charge the credit card on file immediately following the completion of each service.
First-Time Services & Deep Cleanings: A deposit of 48% pre-authorization is required prior to the start of service to secure your appointment. Payment shall be submitted within the estimate approval.
Important: If you cancel within 48 hours of your scheduled service, the deposit fee is non-refundable. All charges are processed securely and are non-refundable once the service has been provided, except as outlined in our Satisfaction Guarantee.
Discounts & Promotions: Any discounts, promotions, or special offers are valid only according to current terms at booking time and are subject to change. We reserve the right to charge the full (non-discounted) price if you do not comply with offer terms (e.g., minimum frequency, service requirements, cancellation policies).
Tipping Policy: Although tipping is not mandatory, it is always appreciated. You may leave a cash tip (clearly marked as a tip) or include a tip in your credit card invoice via email after service. Tips are combined with others received during that pay period and added to technicians’ paystubs. We cannot accept tips by check or unmarked money.
Damages, Liability & Valuables
Valuables & Fragile Items: Collectibles and any sensitive, delicate, valuable, irreplaceable, or fragile items (artwork, antiques, electronics, collectibles, heirlooms, glassware, high-value objects) must be put away before our arrival. You must notify our office prior to the visit so we can add a note to the work order instructing our technicians not to touch these items during the cleaning. We strongly recommend removing such items from cleaning areas or clearly marking and securing them. Please inform us in advance of any sensitive, delicate, valuable, irreplaceable, or fragile items (artwork, antiques, electronics, collectibles, heirlooms, glassware, high-value objects) that should not be touched, moved, or cleaned. We strongly recommend removing such items from cleaning areas or clearly marking and securing them.
We exercise utmost care with all items; however, in the event of accidental damage caused by our team to an item not previously disclosed to our office, our liability is limited to reasonable repair or replacement (at our discretion, with a maximum cap of $50.00). We are not responsible for pre-existing damage, normal wear and tear, or damage to undisclosed items.
Damages & Breakage: If we accidentally damage or break something during service, we will notify you immediately and work together to find a fair solution for repair or replacement within reasonable limits. Please note: Tidy Cleaning Services is not responsible for items that break due to unstable placement or improper wall attachment.
Reporting Damages: Please inform our office within 24 hours of any damage, breakage, or missing items so we can address it promptly with our technicians.
Photos, Social Media & Confidentiality
Internal Photography: We may take before-and-after photos during your initial cleaning, move-in/out services, or recurring appointments if your home is not in its usual condition. These photos are used internally for training, proof of work performance, and quality standard verification. We never photograph personal items such as family photos or jewelry. If you do not want us to take photos, notify us before your appointment to sign a waiver of liability. Please note: Our satisfaction guarantee may not apply if we cannot demonstrate cleaning progress in your home to our office team.
Social Media Photos: With your consent, we may capture before-and-after photos for our social media or website. We will not reveal personal items or names. Our intent is to showcase cleaned areas and any temporarily moved furniture/décor. If you prefer no photos, notify us before your appointment. We will always honor your preferences and respect your privacy.
Confidentiality: Tidy Cleaning Services recognizes that this agreement establishes a confidential relationship. We will not disclose any confidential information about your business, finances, properties, methods, or any other information (written, oral, or otherwise) to any third party, either during or after our agreement. We bind our employees to these same terms. Clients may opt out of having public reviews or private feedback used as references or testimonials in our marketing.
Non-Solicitation of Employees
Tidy Cleaning Services makes significant investments in sourcing, screening, recruiting, and training our staff. To protect this investment, we have implemented a non-solicitation policy: our employees cannot work directly with any client for 24 months after leaving our company. We kindly ask clients to refrain from soliciting our employees for direct employment. If this policy is violated, we will assess a finder’s fee of $5,000 if a client hires a Tidy Cleaning Services technician for private work outside our company. Our employees are bound by a Non-Soliciting agreement and will be held accountable for violations. Please inform our office if any employees solicit work contrary to our terms.
Satisfaction Guarantee & Refunds
100% Satisfaction Guarantee: We stand behind our work. If you are not completely satisfied with any area completed during your cleaning, contact us immediately, no later than 24 hours after service completion and we will promptly re-clean the area(s) of concern at no additional cost
Limitations: This guarantee applies only to regular maintenance and deep cleanings. It does not apply to post-construction, post-renovation, or move-out cleanings, as these involve unique conditions (heavy dust, debris, construction residues) outside our standard guarantee. Claims received after 24 hours are not eligible for complimentary re-cleaning. We will not guarantee touch-ups for items or areas that have been previously damaged, not properly maintained, stained, or naturally aged beyond normal cleaning.
Refund Policy: No refunds are provided once a cleaning service has been completed. We are dedicated to working with you until completely satisfied with services received. Our goal is your happiness and leaving your home shining and spotless.
Quality Control & Feedback
We value your feedback and input to ensure the highest quality service. Our quality control system depends on your communication, and we encourage you to provide feedback regularly. Our employees take great pride in their work and want to be informed if you are dissatisfied.
Please complete our feedback surveys after each cleaning to help us maintain ongoing communication with our office and your cleaning technician. Constant communication is the best way to ensure service consistency.
Price Increases: Our rates are subject to change, and we commit to providing advance notice. If your home’s conditions or requirements have evolved, a rate modification may be warranted. If you discontinue and later reinstate services, you may receive a revised rate. We appreciate your understanding.
Contact Information
For questions, concerns, or to submit special requests:
Phone: (978) 876-2453
Website: www.tidyservicescorp.com
Email: contact@tidyservicescorp.com
Facebook: https://www.facebook.com/tidyservicescorp
FULLY INSURED – FREE ESTIMATES – COMMERCIAL – RESIDENTIAL
Thank you for reviewing our customer guidelines. We appreciate your business and strive to make your experience with Tidy Cleaning Services a memorable one.
