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.

If a surface has more than 15 items, we will do our best to clean around the items on the surface.

For best results for dusting, we simply ask that you remove the items from the surface so we can clean it safely.

Our happiness guarantee

We want you to be happy! If you are at all unhappy with your cleaning, let us know within 48 hours of the cleaning day.

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.

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!

Arrival times

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 2-hour arrival window the day before your cleaning at 12pm noon. Let us know if you would like an on-the-way text as well.

Late cancellation

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

Let us know if you need to cancel no later than 8am the business day before your appointment. If not, a late cancellation fee of $50 will be charged to compensate cleaners for the lost work.

Rescheduling and canceling

If your home is cleaned every two weeks and is rescheduled by the client to more than 3 weeks (21 days) after the last clean, it will be the every 4 weeks price for the cleaning . After more than 8 weeks (56 days) without a cleaning, the price will be the first time cleaning price. This ensures our cleaners are properly compensated.

Payment

We gladly accept debit or credit card to keep the payment process smooth. We do not accept check, cash or other forms of 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.

Lockouts

Be sure to arrange an entry method with Estrella House Cleaning. If a cleaner is to get locked out of the home or turned away when they arrive on the day of a scheduled cleaning, a lockout fee of $100 will be charged to your account.

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.

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.

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.

Price changes

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

Before and after pics

We may take before and after pictures in your home of certain things we clean. We won’t post pictures that reveal any personal information. Please let us know if you don’t want before and after pictures taken in your home.

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.