Customer Guidelines

Your Cleaning Rates - Our pricing is tailored based on the square footage of your home and the information you share during your estimate.

Initial Cleaning Pricing - If your home requires more time than initially estimated, we’ll notify you during the visit. You’ll have the choice to either extend the service at our standard hourly rate or prioritize specific areas within the scheduled time.

Recurring Cleaning Pricing- Recurring cleanings are billed at a consistent flat rate. If the scope of work changes for a single visit or scope of work consistently changes, the price will be adjusted based on the scope of work. Likewise, any changes to cleaning frequency will result in a rate adjustment. For example, if your service is scheduled biweekly but a cleaning is skipped, making it four weeks between visits, that appointment will be billed at the monthly rate to reflect the extended time and effort required.

Annual Rate Evaluations - We review our pricing annually. Any rate adjustments will be shared with ample advance notice.

Communication During Initial or One-Time Appointments - Please be available via text on the day of your appointment. Clear communication ensures everything runs smoothly. Midway through your appointment, we’ll let you know if additional time is needed and offer the choice to extend or reprioritize.

Conditions We Cannot Clean - To protect the safety of our team, we are unable to service homes with:

Bug, roach, or termite infestations
Toxic black mold
Overwhelming environments with excessive cigarette butts or liquor

These conditions must be confirmed prior to booking. If found upon arrival, the full estimated invoice will still be charged.

Preparing for Your Cleaning Appointment - We’re ready to clean upon arrival, so please ensure spaces are tidy:

Floors: Pick up clothing, toys, and clutter. Feel free to place items on beds or furniture.
Surfaces: Clear countertops, shelves, and desks. Group items to one side or use bins.
Bath Products: Limit individual items in showers or on counters. Bins help us clean efficiently.
Blinds: If you'd like them dusted, please lower them beforehand.

If the home is not ready, we’ll alert you and offer to extend service time or adjust priorities.

Your Assigned Cleaner - We strive for consistency with your assigned cleaner. If your regular cleaner is unavailable, we’ll inform you and offer the option to reschedule.

Cleaning vs. Restoration - We provide exceptional cleaning, not restoration. Certain stains or damage (e.g., hard water buildup, deep mold, or chipped paint) may not be fully reversible.

Electronics Policy - We do not clean or move electronics, including TVs, laptops, game consoles, etc., to protect your devices and minimize risk.

Valuables & Cash - Please store all valuables and cash securely before your appointment.

Safety Policies To maintain safety and insurance compliance, our team will not:

Move heavy furniture
Stand on furniture or use ladders beyond two steps
Clean areas with biohazards (e.g., pet/human waste, mold)
Work in homes without functioning air conditioning or water

Cleaning Supplies - We provide all cleaning products and equipment. We use non-toxic, safe cleaning solutions.

Mildew: We do not use bleach. If you have a product you'd like us to use, we can spot treat.
Hard Water: While we scrub thoroughly, some hard water stains may remain.

Feedback & Quality Assurance - Your feedback is essential. We take pride in delivering excellence and welcome your input. Quality inspections are performed periodically to ensure consistency.

Pets - We adore pets! For everyone’s safety, please secure pets that may be aggressive or prone to escaping. We do not clean pet accidents or vacuum litter.

Reschedules & Cancellations: Recurring Appointments - Cancellations/reschedules under 24 business hours incur a 50% service fee. If we can’t access your home, we’ll wait 30 minutes before applying a full service fee.

Reschedules & Cancellations: One-Time/Initial Appointments - These bookings reserve significant time.

Cancelling under 48 business hours results in forfeiting the 50% deposit.
Same-day cancellations and lockouts are charged the full balance.
Reschedules under 48 hours incur a $100 fee.

We aim to be flexible but reserve the right to decline rescheduling if fees are unpaid or communication is uncooperative.

Health & Illness - Please notify us in advance if someone in the home is contagious. If COVID-19 is present, we must reschedule.

Weather - In the event of hazardous weather, we prioritize team safety and will inform you of delays or rescheduling.

Payment Policy - Payment is due at the time of service.

Accepted methods:

Credit/Debit: +4% processing fee
ACH: +1% fee
Zelle and Venmo: No additional fee

If we are unable to contact you, your card or ACH on file will be charged.

Damages & Breakage - If damage occurs, notify us within 48 hours. We will inspect and, if liable, repair or replace the item (up to $100 for breakage). Unstable items (e.g., top-heavy décor, unsecured frames) are the client’s responsibility to move or secure.

Non-Solicitation Policy - Our team is under a strict non-solicitation agreement. Please do not hire our employees privately. If approached, inform our office. Violations result in service termination.

We’re Here for You! Caring for your home is personal to us. If anything falls short of expectations, let us know—we’re committed to making it right.

Thank you for trusting The Property Concierge Arizona with your home!