Pricing:
Our pricing is based on the amount of time it takes us to clean homes in average condition and is subject to change depending on the condition we walk into, or if additional services are requested onsite.

Preparation:
In order to give you the greatest value, we ask that you take a few minutes before your scheduled cleaning to pick up extraneous clothing, toys, dirty dishes or any other items. This will allow your professional cleaners to focus their energies on cleaning (rather than picking up).

Windows of Arrival:

At Serenity Clean, we offer two windows of arrival for your convenience:

• Morning: 9:00 AM to 10:00 AM
• Afternoon: 11:00 AM to 3:00 PM

Please note, the time slots shown on your online portal are windows of arrival, they are not the time in which the cleaning  will be completed in. For example, if you chose the morning window of arrival, your online portal will show a 9:00 AM time slot, and we will arrive between 9:00 AM and 10:00 AM. If you chose the afternoon window of arrival, it will show 11:00 AM – 3:00 PM… again this is the window of arrival, not the time the cleaning will be completed in!

Non-Emergency Cancellations:
We would like to work with your schedule to the best of our abilities. That said, our time slots are our most valuable asset, and we count on our scheduled cleanings to keep the world spinning at Serenity. Please contact us in the event that you must reschedule your appointment.

• We require a minimum of 48 hours notice for any cancellation.
• If you need to cancel a recurring visit with less than 48 hours notice, you will be charged for 50% of the value of your visit.
• Same day cancellations, including canceling when our Team arrives, will result in a full 100% charge for the value of your visit.
• Lock-outs and or not being able to access the home upon arrival will result in a 100% charge for the value of your visit.
• For initial, one-time, or move-out cleanings, a cancellation with less than 48 hours notice will result in a minimum $160.00 cancellation fee or 50% of the cleanings value, which ever is greater, as these cleanings have more time blocked out on our schedule.

Accidents:
We treat your home with the greatest of care. If accidental breakage or damage occur, a note
will be left to inform you. Please call us to have the situation resolved and
we will have the item repaired or replaced. We cannot be responsible for damages resulting
from loose table legs, pictures or shelves improperly secured to the wall or normal wear and
tear.

Hazardous Conditions and Bug Policy:
To ensure the safety of our Team, we may leave upon arrival if we discover any hazardous conditions such as animal or human waste outside of the toilet, other bodily fluids such as blood, or the presence of bugs like bed bugs, cockroaches, or fleas. Please note that if we encounter any of these conditions upon arrival, we will have to leave, and our same-day cancellation policy of a 100% charge will apply.

Utility Requirements:
Any property that we clean is required to have working utilities including running water and electricity. If we arrive at property that does not have utilities on, we will not be able to complete the cleaning and our cancellation fees will apply.

Confidentiality, Photos, and Videos:
Serenity Clean agrees to keep all client information completely confidential. From time to time, we do take before & after photos of the work we do. On occasion, we also create videos to show our hard work in action. We use these photos and videos for social media, and marketing purposes. We will never include anything personal in our photos or videos. This includes personal belongings, addresses, names, photos, or anything that would break the confidentiality of our clients. An example would be us scrubbing out a sink for a fast forward video, or before & after photo to show the transformation from dirty to clean.
*If you do not want any photos or videos taken in your home, please inform us and we will honor your request!*

Payment Pre-Authorization Hold:
To ensure your cleaning happens on schedule, we place a hold on your card for the booking amount two days (48 hours) before your service. This hold sets aside the amount temporarily but is not an actual charge. The actual charge happens only after your cleaning is complete. The hold ensures funds are available and gives you time to update your payment method or reschedule if needed. If the hold fails due to insufficient funds and is not updated within 24 hours of your cleaning, your booking will be subject to our cancellation policy.

Payment:
Payment is due upon completion of service. Your card will a charged for service upon completion of your cleaning, and an invoice/receipt will be emailed to you.

Hourly Clean Terms

Capped means there is a limit placed on the amount of hours we will spend on this cleaning.

• Our work is NOT guaranteed if there’s a time cap set, this type of cleaning is excluded from our 200% Make It Right Guarantee.

• We will do our best to get the areas requested completed, and prioritize what is specified in the notes for the time allotted.

Uncapped means that we will clean until job is completed, and if we go over the scheduled time, you will be charged for the additional time.

• If we are going to go over and it will cost more, we will communicate this as soon as we have a scope on how much additional time we will need.

• Our 200% Make It Right Guarantee DOES apply with uncapped hourly cleans! 

Our 200% Make It Right Guarantee:
Our work is 200% guaranteed. If you’re ever not satisfied with any area of our cleaning, let us know within 24 hours and we will come back out to Make It Right with a re-clean of the area(s) missed! If you’re still not satisfied after that, we will issue you a refund. We are 200% dedicated to giving an outstanding experience, and if we ever fail to deliver that, we Make It Right!

Thank you for choosing Serenity Clean!

If you have any questions or concerns regarding your booking or our Terms of Service, please don’t hesitate to get in touch with us at support@serenityclean.com.

Sincerely,

Team Serenity