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

What we clean:

The services as described here in: What we clean.

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.

Scheduling

Be prepared for a morning cleaning or an afternoon clean on your scheduled day.

While we cannot guarantee the availability of a specific cleaning technician or precise arrival window in advance, we will always send you a text of our 3-hour window estimated arrival time the day before your cleaning.

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.

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.

Employee safety

For the safety of our employees, they are permitted to set the temperature of the home they’re working in to 77 degrees F. This ensures they aren’t overheated in the home, and they will set it back to what it was before they came.

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! If your credit card is declined for any reason, we will contact you and ask for this to be remedied within 3 business days. If payment is not made within 3 business days following a cleaning, we will assess a late payment fee of $10 per day, and will pause all scheduled services until payment is made.

Referrals

If someone you referred mentions you when they book with us, you get $50 off your next cleaning! And not only that, they get $50 off their first cleaning!

Late cancellation

Please arrange a date that is best for your schedule. If you move/cancel your scheduled cleaning less than 1 business day (Example: A Monday cleaning canceled on Thursday would avoid the fee), then you will be charged a cancellation fee of $50 to compensate cleaners for their time.

Pets

Let us know about your furry friend—our cleaners are pet lovers. If your pet is anxious or protective, we just ask that they be in a separate area while we work.

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 will 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 (42 days), it may be charged the 4 week price plus $50. After 60 days without a cleaning, the price will be the first time cleaning 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 will be charged to your account.

Unfair solicitation of employees

Our employment contract prohibits cleaners from cleaning on the side. Do not attempt to solicit our cleaners for side jobs or direct hire for work. This places our employee in an awkward position and is unfair to our small business.

Employee safety

For the safety of our cleaners, they are permitted to temporarily set the temperature inside your home to 77 Fahrenheit so they don’t get overheated. They will set it back when they’re finished.

What we DON’T do

We DO NOT clean 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 service 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/dangerous 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.