Please Read our Customer Guidelines!

Thank you for reviewing our customer guidelines. We hope that they provide you with a clear understanding of our services and policies.

If you have any questions or concerns, please do not hesitate to contact us.

Call: (978) 876-2453    |    Hours: MON – SAT 8:00 AM TO 6:00 PM |    Office: Milford, NH

We appreciate your business and strive to make your experience with us a memorable one.

Tidy Cleaning Services is firmly dedicated to delivering an exceptional cleaning experience. We have diligently crafted a robust framework of policies and procedures to ensure uniform and equitable service delivery to all our clients. By steadfastly adhering to these guidelines,
we not only uphold our stringent standards but also ensure a stable and secure work environment for our dedicated staff. As a highly valued client, we respectfully request that you acquaint yourself with and faithfully adhere to the following policies and procedures.

Phone Estimates

We highly value your time and strive to provide the most accurate estimate possible. To accomplish this, we kindly request that you furnish us with candid and precise information regarding your property at the time of scheduling. Since we might not conduct an on-site assessment prior to the cleaning visit, the information supplied must be as precise as possible. Should we determine that your residence demands more time than initially estimated, we will notify you immediately. In such a scenario, we will either extend the cleaning duration at our prevailing hourly rate or will prioritize your cleaning. Supplementary charges will be applicable solely after the customer’s consent has been sought and granted. To ensure a smooth cleaning experience, please ensure your availability by phone or email during the service, in case the need arises for us to get in touch with you.

Preparing for Your Cleaning

To ensure that we can focus on providing detailed and high-quality cleaning, we kindly ask that you pick up and tidy your home as much as possible before our  arrival. While we appreciate your desire to help, please refrain from doing any cleaning before we arrive or tidying up while our technicians are already onsite to clean. Our estimated cleaning time is based on actual cleaning and it will incur additional charging if we need to include time for tidying. Up the space prior to the cleaning.

Creating the Optimal Environment for Your Cleaning Appointment

To ensure our cleaning technicians can work without interruptions, it’s best to minimize distractions. We recommend scheduling your cleaning day when there will be fewer people at home and all the rooms are accessible during your scheduled time. Please be aware that we can certainly accommodate your family’s routine, but we would highly appreciate it if we could maintain the scheduled time as closely as possible.

Special Request

Any special requests or additional service requests should be submitted to the office prior to the cleaning visit and not to the cleaning technicians. Please contact us in advance to schedule any additional service and communicate your requests.

Appointment Arrival

We strive to provide excellent service to all our customers, but we are unable to provide specific appointment times. Our clients will receive emails and SMS with appointment reminders and an estimated arrival time. Please note that our estimated arrival window is subject to change due to various factors, including frequency options, schedule changes, and traffic.

We understand the importance of timely service, and we appreciate your understanding in this matter. Our technicians will arrive as soon as possible within the specified arrival window to provide you with the quality service you expect from Tidy Cleaning Services. If you have any questions or concerns regarding our appointment arrival policy, please do not hesitate to contact us.

Accessing Your Home

We recommend our clients provide secured access through electronic door keypads, garage door keypads, or lockboxes secured somewhere on the property. If you choose to leave a door open or a key in a concealed spot, we will only enter with your permission. Tidy Cleaning Services prefers that alarms are kept off for the day of service unless the alarm code is provided to us. If it must be on and the alarm is triggered, Tidy Cleaning Services is not responsible for any fees associated with alarm.

Cancellation and Lockout Policy

At Tidy Cleaning Services, we value the time of our employees and clients. Therefore, we honor a firm 48-hour cancellation policy. If you need to cancel or reschedule your appointment, please do so at least 48 hours before your scheduled cleaning. This allows us to offer the time slot to other clients. If you cancel or reschedule within the 48-hour window, you will be charged 50% of the total service fee. Please note that same-day cancellations, inability to access your home upon arrival, or turning our employees away at the door upon arrival will result in a full price of the service fee. This is because we are unable to fill the appointment slot in such a short amount of time.

Rescheduling Policy

We strive to deliver consistent and thorough cleaning services and encourage our clients to maintain their regular cleaning appointments. If you find it necessary to reschedule, please get in touch with our office staff and submit your request. Depending on the frequency of your cleaning service, additional time may be required to restore your home to its desired condition on the next visit. Therefore, we apply a skip fee of $35.00, which will be included in the cost of your next cleaning. Please be aware that rescheduling requests made within the 48-hour window of the appointment will incur a cancellation fee (refer to our cancellation policy). However, rescheduling within the same week as the original cleaning date (within 7 days of the initial appointment) will not result in any additional charges.

Payment

We accept all major credit cards, and your card on file will be charged on the day of the recurring service. You may opt to pay via credit card using the link in the invoice sent to you via e-mail. For One-time cleanings (Deep cleaning, Move-in/out, General Cleaning), a Deposit Fee will be collected upon scheduling and payment shall be submitted within the estimate approval. Keep in mind, if you cancel within 48 hours of your scheduled service, the Deposit Fee is non-refundable.

Tipping Policy

Our dedicated cleaning technicians are committed to delivering exceptional service to ensure your satisfaction. Although tipping is not mandatory, it is always appreciated by our hardworking staff. If you choose to leave a cash tip, please ensure it is clearly marked as such. Alternatively, you have the option to include a tip in  your credit card payment when settling the invoice you will receive by email after the service has been completed. The tips provided will be combined with other tips received during that pay period and added to the technicians’ paystubs. Please note that we are unable to accept tips in the form of a check, and we cannot accept money that is not marked as a tip.

Recycling Guidelines

We care about the environment and encourage our clients to recycle. We ask that you separate and dispose of your recyclables in accordance with your town’s guidelines before our arrival.

Dishes

As part of our cleaning process, we will take a few minutes to load the dishwasher to free up the sink for cleaning. Please note that any dishes found in the dishwasher. will be presumed to be dirty. If this is not the case, we kindly request that you empty the dishwasher before your scheduled cleaning. If your dishwasher is found full, our technicians will be placing the dirty dishes, originally in the sink, over a paper towel on the countertop right next to the sink and will leave the sink sparkly clean. Additionally, any dishes left in the sink will be presumed dishwasher-safe and will be loaded into the dishwasher. Our technicians are not allowed to run your dishwasher. However, if you have a sink full of dishes that require hand washing, this will be considered an additional service and may incur an additional fee for this add-on service. We will provide you with a quote for any additional services required before starting the cleaning process.

Pets

While we’re happy to have pets around, ensuring the safety of both your beloved animals and our staff is of utmost importance to us. Therefore, we kindly request that you secure your pets in a designated area of your home during our cleaning service. If your pets happen to be indoors during our cleaning, we’ll do our best to make sure they stay safe. However, it’s important to note that we won’t be taking pets outside, feeding them, or handling any pet accidents.

Valuables

If you possess any collectibles or valuable items, please inform us, and we will make a note of it in your account. We kindly request that you personally clean and handle curio cabinets, figurines, glassware, antiques, and items of great sentimental or monetary value. While our team is trained to handle your belongings with care, we cannot take responsibility for any damage that might occur to it during the cleaning. Your cooperation in this matter is greatly appreciated and contributes to the safety and security of your valuable possessions.

Climate Control

We kindly request that you maintain a comfortable indoor temperature in your home prior to our arrival. Extremely hot or cold environments can be physically uncomfortable and pose potential hazards to our cleaning technicians, making it difficult for them to perform their work effectively.

Employee Health and Safety

We prioritize the safety and well-being of our employees while providing high-quality cleaning services to our clients. Therefore, we have a Hazardous and Expertise Policy outlining the list of items and areas that we do not clean due to safety concerns or lack of expertise. We do not clean animal feces/vomit/drooping, human blood, bodily fluids, or any hazardous material that could potentially put our employees’ health at risk. Additionally, we do not clean mold, asbestos, or any other harmful substance that requires specialized training or equipment. We also avoid cleaning areas that cannot be reached with a 2-step ladder, such as high ceilings or hard-to-reach corners. Our cleaning technicians are strictly prohibited from moving heavy items that are over 35lbs and/or require more than two people or specialized equipment to move safely. Please note that this list is not exhaustive and may be subject to change based on our ongoing evaluation of safety and expertise. We appreciate your understanding and cooperation in helping us maintain a safe working environment for our staff while providing you with the best possible cleaning services.

Damages, Breakage & Missing items

If we accidentally damage or break something during our service, we’ll let you know right away and work together to find a fair solution for repair or replacement within reasonable limits. If you notice any missing or misplaced items, please inform our office within 24 hours so we can address it with our technicians promptly. If you happen to see any damage or breakage we might have missed, please tell us within 24 hours. Please keep in mind that Tidy Cleaning Services is not responsible for items that break or get damaged due to unstable placement or improper attachment to the wall.

Non-Solicitation of Employees

At Tidy Cleaning Services, we make significant investments in sourcing, screening, recruiting, and training our staff to deliver the highest level of service to our valued clients. To protect this investment, we have implemented a policy that restricts our employees from working directly with any client for a period of 24 months after their employment with us ends. We kindly ask our clients to refrain from soliciting our employees for direct employment. Should this policy be violated, we will assess a finder’s fee of $5,000 if a client chooses to hire a cleaning technician employed by Tidy Cleaning Services for private work outside of our company. Our employees are bound by a Non-Compete agreement and will be held accountable for any violations of this policy. Please inform our office if any of our employees solicit work that contradicts our terms of agreement. We greatly appreciate your cooperation in upholding our non-solicitation policy, which helps us maintain our commitment to delivering top-notch service.

Photography

We may take before and after photos during your initial cleaning appointment and move- in/out cleaning services. These photos allow us to ensure your satisfaction and meet our high standards for cleaning. In some cases, we may also take photos during recurring appointments if the home is not in its usual condition. These photos are used internally for training purposes, proof of our work performance, and promoting our quality standards. We never take photos of personal items such as family photos or jewelry. If you do not want us to take photos of work areas in your home, please notify our office before your cleaning appointment to sign a waiver of liability. Please note that our satisfaction guarantee may not apply if our cleaning professionals are unable to demonstrate cleaning progress in your home to our office team.

Social Media Photos

At Tidy Cleaning Services, we take great pride in demonstrating the outstanding cleaning services we offer to our valued clients. With your consent, we may capture before-and-after photos to feature on our social media platforms or website. We understand the significance of privacy and want to assure you that we will not reveal any personal items, like family photos or names, in these pictures. Our intention is solely to showcase the areas we’ve cleaned and any furniture or decor that may have been temporarily moved during the cleaning process. If you prefer not to have any photos taken of your home, please notify us before your cleaning appointment. We will always honor your preferences and respect your privacy. Our primary objective is to provide an exceptional cleaning experience while upholding your trust and respect. We sincerely appreciate your consideration in allowing us to share our cleaning achievements with others.

Quality Control and Client Feedback

At Tidy Cleaning Services, we value your feedback and communication to ensure the highest level of quality in our services. Our quality control system is dependent on your input, and we encourage you to provide us with your overall experience and feedback regularly. We strive to address any issues or concerns that are important to you promptly. Our employees take great pride in their work and want to be informed if you are dissatisfied with a service. We ask that you kindly use our feedback surveys each time your home is cleaned to help us maintain ongoing communication with our office and your cleaning technician. Constant communication is the best way to ensure consistency of services. Thank you for your feedback and for helping us to provide the best possible service to you.

Price Increases

Our relentless pursuit is to deliver the finest cleaning service to you. Please be aware that our rates are subject to change, and we commit to providing you with advance notice of any price adjustments. Furthermore, if the conditions or requirements of your home have evolved, a rate modification may be warranted. If you temporarily discontinue our services and then reinstate them, you may receive a revised rate. We appreciate your understanding in these matters.

Confidentiality

At Tidy Cleaning Services, we fully recognize and acknowledge that this Agreement establishes a confidential relationship between our company and the client. We understand that any information related to the client’s business, including but not limited to their business affairs, customers, vendors, finances, properties, methods of operation, and any such information, whether conveyed in writing, orally, or through other means, is considered Confidential Information. As such, we commit not to disclose any confidential information to any third party, either during or after the term of this Agreement. Additionally, we undertake to bind our employees to the terms and conditions of this Agreement. Clients also have the option to opt out of their public reviews and private feedback being used as references or testimonials for Tidy Cleaning Services in marketing its services.

Our Guarantee and Refunds

At Tidy Cleaning Services, we consistently aim to provide thorough and high-quality cleaning services. However, if we ever overlook something or if our service falls short of your expectations, we remain committed to our promise and take full accountability for our work. We will collaborate with you until you are entirely content with the services we’ve rendered. In the event that you are dissatisfied with our services, kindly inform us within 24 hours from the date and time of your cleaning by reaching out to our office via phone or email. We will promptly return to address and re-clean any missed areas. However, it’s important to note that we cannot guarantee touch-ups for items or areas that have been previously damaged, not properly maintained, stained, or have naturally aged to a point beyond cleaning. While we do not provide refunds, we are dedicated to working closely with you until you are completely satisfied with the services you’ve received. Our goal is to ensure your happiness with our services and leave your home shining and spotless.

Cancellation of Recurring Services

At Tidy Cleaning Services, we recognize that life can bring changes, and you may need to cancel your recurring cleaning services. To streamline this process, we kindly request that you get in touch with us via phone and/or e-mail. We want to emphasize that we do not require a contract, so you have the flexibility to cancel your recurring services at any time. Once we receive your cancellation request, we will confirm the cancellation of services and any associated fees or refunds. Please note that any cancellation requests made within 48 hours of your scheduled appointment will result in a cancellation fee (see our Cancelation Policy), which will be charged to the credit card on file or sent via e-mail through a final invoice. We appreciate your understanding and cooperation in helping us provide the best service possible.

Thank you for reviewing our customer guidelines. We hope that they provide you with a clear understanding of our services and policies. If you have any questions or concerns, please do not hesitate to contact us.

We appreciate your business and strive to make your experience with us a memorable one.