Before your first visit.

No. When you book, you choose how we'll get in: you can be home, or we can get in through a doorman, a lockbox, or another way you describe.

When you book, choose one of four ways: you'll be home, a doorman, a lockbox, or another way you describe. Give entry instructions in the booking form, never by email or text. Never put lockbox, alarm or door codes in it: we confirm codes with you privately before your visit. Only the cleaners on your visit see your entry details. We don't hold keys. With a doorman, tell the front desk we're coming: the arrival window is in your confirmation. Some buildings need an elevator reservation or a certificate of insurance: tell us in your booking. If we arrive and cannot get in, our cleaner will wait 15 minutes and try to reach you twice, by phone, text or email. If we still cannot get in, the visit counts as a late cancellation.

We handle every home with care, and accidents are rare. If something is damaged during a visit, we'll tell you right away. If you notice anything afterwards, let us know within 24 hours and we'll make it right, as set out in your service agreement. This doesn't take away any legal right you have.

Tips are never required, but they're always appreciated by your cleaner. After each visit you'll receive a thank-you note with an easy way to leave one, and every tip goes to your cleaner in full.

Recurring clients keep the same cleaner whenever possible, so your home is cared for by someone who knows it. If that ever changes, we'll let you know before your visit.

We bring all products and equipment, including a vacuum. Fragrance-free products on request, at no charge: choose it when you book. If you prefer particular products, leave them out and we will use them.

Pick up clutter, clothes and toys. Put away valuables and fragile items. Secure your pets. Leave fresh linens out if you'd like the beds changed. Clear the way to sinks, tubs and floors. For a Move-Out Clean, empty the fridge.

Yes, as add-ons: inside the fridge ($20), inside the oven ($20), window glass washed, inside only ($7 per window), balcony: swept, railing and table wiped ($13). Inside the fridge and oven are already included in Deep and Move-In / Move-Out Cleans. Choose add-ons with your estimate, or request one up to 48 hours before your visit. We confirm one final price before the visit. Plan discounts apply to the clean, not to add-ons. We can't add anything during the visit: we'll add it to your next one.

Exterior windows and screens; Moving heavy furniture or appliances; Anything above step-stool height (we don't use ladders); Pet waste and pet grooming; Mold and biohazards (bodily fluids, pest droppings); Washing whole walls, scuffs on flat paint, wallpaper; Upholstery shampoo, stain treatment, leather conditioning, mattress cleaning; Washing, drying or folding laundry; Putting away clutter, clothes, toys or papers; Organizing cabinets, pantries, tableware or storage; Cleaning electronics beyond a dry dust, or screens; Handling valuables or fragile art (we dust around them); Power washing, plant care, moving outdoor furniture; Hauling bulk items, debris or hazardous waste, or sorting contaminated recycling. Something not listed? Ask, and we will quote it before your visit.

If something on your visit's checklist isn't right, tell us within 24 hours of the visit, with a photo. We come back within 3 business days and clean that area again, at no charge. We don't give refunds for a re-clean.

Yes. When you book, tell us about pets: "No" adds nothing; "Yes" adds a $30 pet fee to each visit, shown in your estimate; "Yes, but they won't add to the cleaning" has no charge to start, and if they do mean extra cleaning time, we ask your approval for a fee of up to $30 before we begin. Declining it costs nothing. Pet waste itself isn't included.

Cancellations made less than 48 hours before your arrival window carry a $50 late-cancellation fee. On a first booking, your deposit covers that fee: we keep it, and you aren't charged anything more.

To confirm your visit, you save a card with Square. A first booking is confirmed with a $50 deposit, which comes off your final charge. Your card is charged after your visit, and a $50 late-cancellation fee applies if you cancel with less than 48 hours' notice. On a first booking, your deposit covers that fee: we keep it, and you aren't charged anything more. Square emails you an itemized receipt. You can pay by credit and debit cards. Card details are entered into Square's secure payment fields and are never stored by us.

We reply to every message within one business day.