Our Policies

Estrella House Cleaning’s Policies:

By using Estrella House Cleaning’s services, you are agreeing to the policies described below. These are subject to change.

What we do:

The services as described in what we clean.

What we DON’T do:

We DO NOT do these things:

  • Cleaning walls
  • Cleaning Window tracks/sliding door tracks
  • Opening windows
  • Cleaning TV screens
  • Inside fireplaces
  • Windows from outside
  • Chandeliers
  • Exposed light bulbs

We DO NOT do these areas:

  • Patios
  • Garages
  • Areas requiring moving furniture
  • Ledges above 6 feet (excluding top of fridge)
  • Very high light fixtures
  • Inside stocked cabinets/ Inside China cabinets
  • Areas with large number of items on the surface
  • Cleaning unreachable/inaccessible areas
  • Areas outside the home

We DO NOT do these services:

  • Using client’s equipment/ supplies
  • Carpet cleaning
  • Pick up after feces
  • Cleaning homes with strong pet odor
  • Spot removal
  • Heavily soiled areas
  • Vacuuming soiled floors/ carpets
  • Medical/biological cleanup
  • Construction cleanup
  • Steam cleaning
  • Wall washing
  • Dish washing
  • Laundry
  • Junk removal

If a job is outside the scope of our service, we may need to cancel. We will contact you to let you know whether a different type of service is required for the job or parts of the job.

We work hard to get your house like new, but some stains on fabric, wood, tile, bathtubs and grout are difficult or impossible to get completely.

What to do before your cleaning

Be sure to remove excess clutter such as trash, clothes, and other objects that will get in the way of getting your floors and other surfaces cleaned.

Clutter on flat surfaces

In the bathroom and kitchen we will move the knickknacks on counters to get under them if there is a reasonably small number of knickknacks. However, in all other areas of the home, we will clean the flat surface around them. If you’d like us to get under them, we simply ask that you remove the items from the surface so we can clean it safely.

Arrival window

We will arrive sometime between 8am and 4pm, and we will give you a smaller arrival window before your cleaning. Be prepared for a morning cleaning or an afternoon clean on your scheduled day.

Price changes

Periodically our prices will increase to keep up with increasing costs. We will let you know of the new price 14 days before the increase.

If your home size is different from the information given with the quote, we reserve the right to change the quoted price.

Our happiness guarantee

We want you to be happy! If you are at all unhappy with your cleaning, let us know right away. We will make it right by re-cleaning the problem area(s) within 2 business days. If it was still not fixed and we are at fault, we will offer up to a full refund of the cleaning.

Breakage policy

Despite our cleaners being careful with household items, accidents happen. When they do and a household item is broken/damaged by one of our cleaners, notify us as soon as possible. Breakage must be reported within seven days of the incident. We will either fix, replace the item, or pay a professional to fix it (when applicable).

Items over $25 will need to be verified first before being reimbursed.

We may take before and after pictures for reference as evidence that damage was already on a surface before we cleaned it.

Some blinds become brittle over time and break just from opening/closing/cleaning them. We cannot accept responsibility for breaking old blinds. If this is a risk you can’t accept, please contact the office.

Please move fragile, unstable, or expensive objects somewhere we don’t clean, or ask us to skip that area if you don’t want to risk damage.

Payment

The card on file will be charged the day of cleaning or the day after. If you want to leave a tip for your cleaner, let us know!

Late cancellation

Please arrange a date that is best for your schedule. If you move/cancel your scheduled cleaning less than 24 hours before the day of the cleaning (Example: A Friday cleaning canceled on Wednesday would avoid the fee), then you may be charged a cancellation fee of $50.

Rescheduling and canceling

Be sure the day of the week you choose for your cleaning works with your schedule.

If your home is cleaned every two weeks and is rescheduled by the client to more than 3 weeks after the last clean, it may be charged the every 4 weeks price for the cleaning to ensure our cleaners are properly compensated. If your every 4 weeks clean is rescheduled by the client to more than 6 weeks, it may be charged the first time price.

Lockouts

Be sure to arrange an entry method with Estrella House Cleaning. If a cleaner is to get locked out of the home when they arrive on the day of a scheduled cleaning, a fee of $50 may be charged to your account.