Terms and Conditions and Customer Guidelines
Welcome to Mean To Clean. We strive to deliver excellent quality service with a distinct difference in the market. We invest heavily in training our professional technicians and specialized customer service team to ensure all clients are served with excellence.
We value a clean, healthy home environment, which directly contributes to the comfort and peace of mind of your entire family. Our guiding principle is simple: nothing missing, nothing broken, and nothing out of place.
To maintain our high standards, provide fair and consistent service, and ensure stable employment for our staff, we require all customers to review and adhere to the following policies and procedures.
1. Upfront Deposit Policy
To secure your booking and guarantee your scheduled slot, Mean To Clean requires an upfront deposit of 50% of the negotiated service amount.
This deposit secures a dedicated technician and allocates travel resources to your residence.
The 50% advance payment will be credited directly to your final invoice upon completion of the cleaning.
Deposits must be paid via credit or debit card using the secure payment link provided during your registration process.
2. Estimates and Quotes
To optimize scheduling, we offer efficient phone and online estimates based on standard property profiles. We rely on our customers to provide accurate and honest information regarding the size and condition of the home at the time of booking.
If the information provided is inaccurate or the home requires more time than anticipated to achieve our quality standards, our technicians will review the site upon arrival. You will be notified immediately if additional time is required, and extra charges will only apply once approved by the customer. Please remain reachable by phone or email during your appointment window.
3. Arrival Windows and Scheduling
Our standard operational hours are from 8:00 AM to 6:00 PM, Monday through Friday.
Except for the first appointment of the day (which scheduled between 8:00 AM and 9:00 AM), we operate within a three-hour arrival window. While our technicians do their absolute best to arrive on time, variables such as traffic conditions, weather, or unexpected delays at previous locations may impact arrival times. We provide estimated arrival windows rather than exact appointment times.
4. How to Prepare for Your Cleaning
To maximize the efficiency of our service, we ask that you prepare your home before our arrival:
Access: Ensure a door or garage is unlocked or accessible according to your pre-arranged entry preference.
Declutter: Pick up and organize misplaced items such as toys, clothes, and personal paperwork. Our estimates are based on deep cleaning and do not factor in time spent tidying up or organizing.
Environment: Try to schedule your service on a day with minimal foot traffic in the home so our technicians can work safely and without distraction.
5. Service Modifications and Special Requests
Any requests for additional services or specific modifications must be submitted directly to our office at least 24 hours in advance, rather than requested of the technicians at the time of arrival. Last-minute requests alter planned routes and create scheduling delays for subsequent clients. Technicians follow a strictly programmed routine sent by management.
6. Property Access and Lockout Policy
Arrangements for property access must be confirmed with our office ahead of time. Recommended methods include:
Utilizing a secure lockbox on-site and providing the code.
Providing a temporary garage or keypad access code.
Arranging for a designated person to be home to grant entry.
If you choose to leave your property unlocked or place a key in an unsecured location (e.g., under a mat), Mean To Clean cannot accept liability for any resulting property damage or theft.
Lockout Notice: If our team arrives and is unable to access the property, is turned away at the door, or is unable to work due to a lack of running water, electricity, or proper climate control, the 50% deposit will be retained as a lockout fee to compensate the staff for lost time and travel. No exceptions will be made.
7. Skipping and Rescheduling Policy
Last-minute schedule changes impact our operational flow and reduce wages for our professional technicians.
If You Need to Skip a Scheduled Clean:
You must notify our office at least 48 hours in advance (excluding weekends).
Skipping a regularly scheduled recurring clean (weekly, bi-weekly, tri-weekly, or monthly) will result in a standard skipping fee applied to your next invoice to account for the additional buildup during the extended absence.
If You Need to Reschedule:
To avoid a rescheduling fee, your revised appointment must fall within 5 business days of the originally scheduled service date.
Any rescheduling requests made less than 48 hours in advance, or bookings moved outside of the 5-business-day window, will be subject to a standard late-rescheduling fee.
Weekend Notice for Monday Appointments:
If your service is scheduled for a Monday, cancellations or changes must be submitted by 9:00 PM on the preceding Friday to avoid a late fee. All schedule changes must be processed directly through office phone or email.
8. Payment Terms
Invoices are generated and sent via text message or email immediately following the completion of your service.
Payments must be processed through our secure online customer platform.
For your convenience and consistency, you may securely save a credit card on file within the portal for automated billing.
Mean To Clean does not store or have direct access to your full credit card details; all data is encrypted securely through our payment provider.
Please do not hand payments to our cleaning technicians. For security and tracking purposes, all payments must go through our official digital platform.
9. Gratuity (Tips)
While tips are never required, they are highly appreciated by our hard-working technicians. 100% of any gratuity goes directly to the staff members who cleaned your home. You can easily add a specific percentage or custom tip amount when processing your payment through our online portal.
10. Non-Solicitation Agreement
Mean To Clean invests significant resources into recruiting, background-checking, and training our specialized team. By hiring our services, you agree not to independently solicit, hire, or contract any Mean To Clean employee for private services outside of our company framework.
This restriction remains in effect during their employment and for a period of 24 months following any termination of their employment with Mean To Clean. If this policy is violated, a standard recruitment breach fee will be assessed to the client account.
11. Employee Safety and Safety Restrictions
The safety of our personnel is paramount. To prevent workplace injury, our technicians are strictly prohibited from performing the following activities:
Climbing higher than the second step of a standard step stool or ladder.
Lifting or moving objects or furniture weighing more than 20 pounds.
Cleaning floors on hands and knees (with the exception of small bathroom standard areas).
Moving large appliances (such as refrigerators or stoves). If you require cleaning behind these items, please ensure they are safely moved outward prior to our arrival.
12. Personnel Consistency
While we understand many clients prefer having the exact same technician or team for every visit, we cannot guarantee specific assignments due to routing shifts, illness, or standard scheduling updates. If you have a strong preference, please inform the office, and we will make every effort to accommodate your request when routing permits. Every team member is trained to deliver the same premium standard of care.
13. Pet Policy
We enjoy working around family pets; however, for the safety of our staff and the comfort of your animals, we request that pets be kept in a secure, dedicated area of the home during cleaning—especially if they are prone to anxiety around visitors.
Our technicians will do their best to ensure doors and gates remain closed, but Mean To Clean cannot accept responsibility for pets that wander out of designated zones.
Our staff does not feed, handle, or clean up after pets.
14. Kitchen and Dishwashing Policy
To prevent accidental damage, breakage, or misplacement of specialized kitchen items, our standard scope of work does not include washing dishes, pots, or loading/unloading dishwashers.
We ask that sinks and countertops be left as clear of dishes as possible so our team can deeply sanitize and wash the surface structures. If you require dish services, this must be arranged and approved with the office as a separate service add-on prior to your appointment.
15. Photography and Media
Mean To Clean reserves the right to take internal before-and-after photos of our work for quality control, training, and marketing purposes. Our technicians are strictly trained never to photograph personal identification, financial details, or sensitive personal items. If you prefer that photos not be taken or utilized online, please notify our office prior to service.
16. Valuables and Irreplaceable Items
If your home contains highly valuable, sentimental, antique, or fragile items (such as delicate collectibles, family heirlooms, or specialized glassware), please notify our office so we can add a permanent note to your profile to bypass these specific objects. We advise that items of extreme or sentimental value be cleaned and managed exclusively by the homeowner.
17. Breakage, Damage, and Liability Limits
Our teams are highly trained and exercise extreme caution, but accidental damage can occasionally occur. In the event of a mishap, our team will document the incident and notify you promptly to arrange a fair solution (repair or replacement within reason).
24-Hour Reporting Window: In the rare event that you discover damage that wasn’t flagged by our team, it must be reported to our office via phone or email within 24 hours of service completion. Mean To Clean cannot accept liability for damage reported after this timeframe.
Exclusions: Mean To Clean is not liable for damage resulting from unstable, improperly secured, or incorrectly mounted fixtures (e.g., loose shelving, improperly hung mirrors/art, or unstable TV mounts). We are also not liable for scratches on flooring caused by furniture feet that lack proper protective padding.
18. Indoor Climate Control
Properties must maintain a physically safe and reasonable temperature setting prior to our arrival. Our technicians will not provide services in an environment experiencing extreme heat or cold that threatens physical well-being. If an appointment must be cancelled or cut short due to unsafe working temperatures, our standard cancellation/lockout policy will apply.
19. Rate Adjustments
Mean To Clean reserves the right to adjust service rates at any time to account for changing market conditions, operational costs, or updates to the condition and needs of your specific property. Clients will be provided with advance notification of any standard rate adjustments. If services are discontinued and re-established at a later date, new baseline rates may apply.
20. Satisfaction Guarantee and Warranty
We stand firmly behind the caliber of our work. Mean To Clean does not issue refunds, but we offer a comprehensive Satisfaction Guarantee:
If any area within our agreed scope of work was missed or not completed to your satisfaction, please contact our office within 24 hours of your service. We will promptly dispatch a technician to reclean the specific area at no additional charge to you.
Note: Stains, wear, or damage that has aged beyond standard cleanability or requires specialized restoration may not appear pristine after a standard clean, and such instances fall outside the scope of this guarantee.