Terms & Conditions

1. Arrival & Access

We provide a 30-minute arrival window to allow for delays caused by traffic, weather, extra services on a previous job, or other unforeseen circumstances. We will do our best to keep you informed if our arrival shifts within that window.

For clients who are unable to be present during service, property access requires providing a key or door code in advance. We safeguard those credentials carefully and only share them with assigned cleaners.

We aim to send the same regular cleaner or team to your property whenever possible. From time to time we may need to substitute a different cleaner due to illness, vacation, or staffing changes. All cleaners receive training so quality remains consistent regardless of who is assigned.

2. Cancellations & Rescheduling

Cancellations or reschedules require at least 24 business hours' notice (Monday–Friday, 8 AM – 5 PM). Cancellations or reschedules made without sufficient notice are charged a full 100% cancellation fee.

Because the office is closed on weekends, any change to a Monday appointment must be made by the preceding Friday during business hours. Voicemails, texts, or emails received after hours are addressed on the next business day.

3. Satisfaction Guarantee

If something wasn't done as expected, contact us within 24 hours of service and include photos of the affected areas. We will return to address the reported items at no additional charge.

The redo focuses only on the specific areas reported. Requests submitted more than 24 hours after service are not eligible for a complimentary correction.

4. Before the Service

A short period of decluttering before our arrival lets the team focus on thorough cleaning rather than tidying. Minimizing foot traffic in the home or office during service also improves results.

Please let us know in advance about any fragile, valuable, or sentimental items that require special handling — or items you'd prefer we don't touch at all. A closed door is treated as a signal to skip that room.

For everyone's comfort and safety, please secure pets during cleaning. Vacuums, sprays, and unfamiliar people in the home can be stressful for animals and create risk for the cleaning team.

5. Service Scope

The following are outside the scope of our standard cleaning services:

• Wall cleaning
• Paint removal
• Polishing of wood floors or wood furniture
• Pet waste removal
• Biohazard, mold, or pest remediation

For safety, our cleaners do not lift heavy furniture or objects and do not climb higher than a 5-step stair. Extended-reach tools are used to address higher areas where possible.

6. Products & Equipment

We bring our own professional-grade cleaning products and equipment to every visit. These supplies are selected for performance and for safety around occupants and surfaces.

If you have allergies, sensitivities, or a strong preference for specific products, please let us know in advance and we'll do our best to accommodate. Note that results may vary when using client-supplied products or equipment.

7. Payments

Quotes reflect property size, build-up levels, and recent cleaning history. If conditions on arrival are heavier than what was described, the quote may be revised before work begins.

We accept the following payment methods, processed after service is completed:

• Credit card (subject to a 3.55% processing fee)
• Zelle

Late payments incur a 5% fee after 7 days. Continued non-payment may result in suspension of future service until the balance is brought current.

8. Accidents & Liability

SF Quality Cleaning is fully insured and bonded, and our cleaners are trained to handle homes and businesses with care. While incidents are rare, we address them quickly and fairly when they do occur.

To allow us to investigate and respond properly, please report any suspected damage or loss within 48 hours of service. Pre-existing wear, damage, or items already broken or compromised before cleaning are not covered.

9. Ethics & Non-Solicitation

To protect the cleaning team, ensure consistent service, and keep things fair across our client base, we ask clients not to directly hire our cleaners — current or former — for work outside of SF Quality Cleaning.

If you'd like additional services from a member of our team, please arrange them through the office and we'll be glad to help.

10. Privacy & Communication

Your personal information, access credentials, and home or business details remain secure with us. We never sell or share client information with third parties outside what is necessary to deliver service.

For scheduling, pricing, or service requests, please contact the office directly by phone, text, or email. Our cleaners are not authorized to approve schedule changes, pricing adjustments, or scope changes in the field. Messages received after hours are returned the next business day.