General policies & procedures.

A. Each client will receive a Quote/Work Order outlining the specific services to be performed and the total cost for those services.

B. Cleaners agree to arrive on the mutually agreed-upon date and agreed-upon time window to complete all items listed on the client's work order. (For hourly appointments, clients will provide a prioritized task list for the pre-determined timeframe.) Temporary changes to the scope of work on the part of the client will not alter the total amount due unless agreed upon in writing between the owner and client prior to the appointment.

C. Appointment confirmations will be sent from the owner approximately 4 days in advance by email and 72 hours in advance by text. Clients needing to reschedule must provide sufficient notice to avoid fees. (See Section IV: Vacations and Cancellations.)

D. If the cleaners arrive during the scheduled time window and cannot safely gain access to the property, they will wait up to 15 minutes while attempting to contact the client. If access is not granted, the client will be invoiced a lock-out fee of 50% of their quoted amount.

E. Temporary work order changes may be confirmed via email or text. Permanent changes will be documented with an updated Quote/Work Order; prior versions will be void.

A. During the initial walkthrough, clients and cleaners should discuss handling of personal items, including which surfaces should have items removed and replaced each visit, which surfaces should be skipped if cluttered, and which surfaces should be cleaned around personal belongings. These preferences will be documented in the client's work order and reflected in the cleaning quote/fee. Please contact the owner if updates or clarifications are needed.

B. If no agreement has been established or duly noted, cleaners will use their professional judgment and clean around clutter rather than rearranging or removing personal belongings.

A. Please secure or contain pets that may interfere with cleaning, react fearfully to vacuums, or pose any risk to cleaners. Cleaners are not responsible for pets that escape during service.

B. For the safety of children and cleaners, please keep children out of active cleaning areas while cleaners are working with equipment and products.

A. Clients are asked to provide as much notice as possible when canceling or rescheduling an appointment.

B. Cancellations made less than 48 hours before the scheduled appointment may be subject to a fee of 50% of the quoted amount to compensate for the reserved time slot.

C. Same-day cancellations or lock-outs may be invoiced at the full quoted amount.

D. Christie's Cleaning LLC reserves the right to reschedule appointments due to illness, severe weather, or other emergencies. Clients will be notified as soon as possible.

A. Payment is due upon completion of services unless otherwise arranged in writing.

B. Accepted payment methods will be specified on the invoice.

C. Late payments may be subject to a finance fee. Accounts past due may be paused until the balance is settled.

A. Cleaners supply all standard products and equipment. Non-toxic and eco-conscious products are used by default.

B. Clients may request the use of their own products. Christie's Cleaning LLC assumes no liability for damage caused by client-provided products.

A. Cleaners may not climb higher than a two-step stepstool, move heavy furniture, or handle excessive bodily fluids or hazardous waste.

B. Cleaners reserve the right to leave a property if conditions are unsafe, including pest infestations, unsanitary conditions, or threatening behavior. Full payment may still be due.

A. Christie's Cleaning LLC carries general liability insurance and will respond promptly to any reported damage caused by gross negligence. Normal wear and tear, pre-existing damage, and damage caused by aging materials are excluded. This includes worn finishes, peeling paint, deteriorating grout, and other building products.

B. Clients should secure or remove fragile or sentimental items prior to service. Cleaners are not responsible for damage to such items during the cleaning process. Christie's Cleaning LLC will only assume liability in cases of proven gross negligence.

C. Cleaners are not liable for damage to loose, damaged, broken, or improperly installed items. Heavy mirrors installed on the wall, floating shelves, rusty hinges, and furniture with weak legs or feet are examples of items that may be loose, damaged, broken, or improperly installed. Clients are responsible for communicating in writing that cleaners must avoid touching these items so that the preference can be sufficiently noted on the quote/work order and cleaner checklists. Without written disclosure, clients assume responsibility for the risks associated with hiring cleaners to clean said items.

D. Cleaners are not responsible for spontaneous shattering of tempered glass unless gross negligence is proven. Spontaneous shattering of tempered glass (ie: glass showers and shower doors, oven and microwave fronts) can be due to manufacturing defects, incorrect installation, or knicks/cracks already present before cleaners' arrival.

A. By hiring Christie's Cleaning LLC, clients agree that photos and/or videos may be taken to document questions for the client and completed work for internal communication. These will not be shared externally without consent.

B. Christie's Cleaning LLC may occasionally use photos or videos for marketing (brochures, website, or advertising). All identifiable details such as names, family photos, addresses, or personal effects will be excluded. Clients can specify their media preferences for marketing purposes on the media release form provided by the owner.

A. If you are ever dissatisfied with your cleaning or service experience, please contact Christie, the owner, promptly so the matter can be resolved.

B. Client satisfaction is a top priority. Please inspect the home after cleaning and immediately report any items left incomplete. (Please be certain no occupants re-soiled the area prior to inspection.) Dated and timed photos within 12 hours of the completion of the cleaning appointment sent to Christie at christiescleaningllc@gmail.com will be helpful as documentation/training/reminders. Refunds are not offered, but re-cleaning is provided when appropriate.