FAQ, Safety Rules & Booking Policies

The online calculator starts with the current base price for the selected home size and Standard Cleaning. Square footage, bedrooms, bathrooms, service package, same-day service, and selected add-ons change the total. The server independently recalculates the amount before Stripe creates the authorization.

No. The amount is authorized when the booking is submitted. It is not captured as the final charge until the cleaning is completed. An authorization can temporarily reduce available funds or appear as pending, depending on your bank.

The authorized amount is based on the information you provide. If the property condition, size, access, requested work, or add-ons materially differ from the booking, we will discuss any change before performing additional work whenever reasonably possible.

Eligible wallets may appear automatically inside Stripe when supported by the device, browser, wallet setup, Stripe availability, and registered website domain. A wallet is not guaranteed to appear on every device.

No. Card details are handled by Stripe and are not stored on this website.

No. Same-day cleaning is a request and depends on team availability, travel time, service scope, and access. We will confirm availability.

The selected time is the requested arrival time. Traffic, parking, building access, and the previous appointment may cause a reasonable arrival window. Please keep your phone available in case we need access help.

The customer is responsible for providing accurate access instructions, gate codes, keys, parking information, and a reachable phone number. A late-cancellation or no-access fee may apply when the team arrives but cannot enter or cannot safely begin work.

No, provided safe and reliable access is arranged. Please secure valuables, important documents, medications, cash, weapons, and fragile or irreplaceable items before the appointment.

Please disclose parking restrictions in advance. Customer-provided parking is preferred. Necessary paid parking, valet, or permit costs may be added when disclosed or reasonably required to complete the service.

A $40 scheduling cancellation fee may apply to late cancellations, late rescheduling, no-shows, refusal of access, or situations where the team arrives and cannot begin through no fault of the company. See the Cancellation Policy for the complete terms.

Contact us as early as possible by phone or email. A request is not considered completed until it is received and acknowledged. The timing rules and any applicable fee are explained in the Cancellation Policy.

We may reschedule for illness, vehicle problems, unsafe conditions, severe traffic, emergencies, or circumstances outside reasonable control. We will try to offer the earliest practical alternative. A customer cancellation fee does not apply when we cancel the appointment.

Standard supplies and basic equipment are available. Tell us in advance about special surfaces, allergies, product restrictions, pets, or equipment requirements. Specialty equipment and specialty restoration are not automatically included.

Interior refrigerator, interior oven, interior windows, patios, garages, heavy buildup, post-construction dust, excessive pet hair, interior cabinets, laundry, organization, wall washing, carpet extraction, upholstery cleaning, and other specialty tasks may require an add-on, different package, or separate approval.

Please remove loose personal items, dishes, clothing, toys, and excessive clutter where possible. Time spent moving or organizing belongings reduces the time available for cleaning and may change the scope or price.

No. For safety, cleaners do not move heavy furniture, large appliances, loaded shelving, or objects that cannot be moved safely by one person. Areas that are inaccessible may be skipped.

No. We use reasonable professional efforts, but permanent discoloration, damaged finishes, old stains, mineral etching, mold staining, worn grout, scratched surfaces, and pre-existing damage may not be removable.

The property must be reasonably safe, ventilated, accessible, and supplied with working water and electricity when needed. We may pause, refuse, or leave a service involving threats, harassment, illegal activity, unsecured weapons, aggressive animals, active infestations, hazardous chemicals, exposed needles, human or animal waste beyond ordinary household cleaning, serious mold, fire or structural hazards, or other unsafe conditions.

Tell us about all pets before arrival. Aggressive, anxious, escaping, or territorial animals must be safely secured away from the work area. We are not responsible for a pet escaping when it is not properly secured by the customer.

No, not as part of ordinary residential cleaning. These conditions may require licensed or specialized remediation. Do not conceal hazardous conditions from the team.

For safety, cleaners generally use only a small step stool where appropriate and do not perform high-access work, exterior climbing, roof work, or tasks requiring unsafe elevation.

The service may end immediately, the team may leave, and the booking may remain subject to applicable charges when there is harassment, discrimination, sexual conduct, threats, intimidation, or unsafe behavior.

Cleaning time depends on the size and condition of the property, the selected service, access, clutter, and add-ons. The online price is not a promise that every home will take the same amount of time. We may contact you if the actual scope is materially different from the booking.

Team size depends on availability, the size of the job, and the service scope. One cleaner or multiple cleaning professionals may be assigned. A larger team may finish faster, but the service price is based on the booked scope rather than a guaranteed number of cleaners.

You may tell us your preference, and we will try to accommodate it. A specific cleaner is not guaranteed because schedules, illness, travel time, and team availability can change.

Yes, when time and supplies allow. Extra work may require an add-on, a revised price, or a separate appointment. We will explain any material price change before proceeding whenever reasonably possible.

These tasks are not automatically included in every package. Select the available add-on during booking or contact us before the appointment so we can confirm the scope, access, and price.

Light dish loading or changing clean bed linens may be possible when requested in advance and when time allows. Laundry, extensive dishes, organization, and similar household tasks are not automatically included and may require extra time or a separate agreement.

Standard vacuuming is included where appropriate, but carpet extraction, stain treatment, sofa cleaning, upholstery cleaning, and leather work are specialty services and are not included unless specifically confirmed.

We use professional household-cleaning products and can accommodate reasonable product restrictions when disclosed before the appointment. Tell us about allergies, sensitivities, delicate materials, pets, children, or surfaces requiring manufacturer-specific products.

Heavy buildup, excessive grease, pet hair, clutter, construction dust, or conditions materially different from the booking may require more time, a different service package, or a revised price. We will discuss the change before performing additional work whenever reasonably possible.

Yes. Recurring service can be arranged after the first booking or by contacting us. Frequency, scope, access, and pricing are confirmed separately and may change if the property condition or requested work changes.

We normally bring standard supplies and basic equipment. Tell us in advance if your building has equipment restrictions, if a special vacuum is required, or if you prefer that we use equipment already in the home.

After successful payment authorization, you receive a booking confirmation by email and the appointment is added to our scheduling system. Keep your phone and email available in case we need to confirm access, parking, timing, or service details.

Contact us promptly with photos and a clear description. Do not repair, discard, or alter the item before we can review it when reasonably possible. Pre-existing wear, unstable items, improperly installed fixtures, and hidden defects may not be the company’s responsibility.

Yes. Tell us before service about delicate stone, specialty flooring, antiques, loose fixtures, damaged furniture, unstable shelves, electronics, sentimental items, or products that must not be used.

Real work photos and videos are available on our Instagram and Facebook pages. We intentionally avoid presenting stock or AI images as completed customer work.

Call (747) 667-9060 or email info@yourcleanersla.com. For urgent same-day access questions, calling is usually fastest.