Service Policy Agreement
Whether you’re new to Collective Cleaners or have been with us for years: thank you! We’re truly grateful to work with such wonderful clients throughout the beautiful River Valley. Please review the following policies and let us know if you have any questions.
Scheduling & Rescheduling
We kindly ask for at least two weeks notice when rescheduling a cleaning. We understand that life happens and, if short notice is necessary, we’ll do our best to accommodate you within the same week. Please know that we strive to maintain steady hours for our team while balancing the needs of all our clients.
To ensure smooth scheduling, we offer recurring services on 1, 2, or 4 week rotations rather than by the same week each month. This system helps avoid overlaps and keeps everyone's calendar coordinated.
If a cleaning is rescheduled, we’ll return to your regular day and time for the next appointment. Please note: if you’re on a biweekly schedule and your cleaning is pushed into the following week, you’ll have just one week between cleanings. In these cases, we suggest using the extra time for deep cleaning or special projects that may not typically be prioritized.
Cancellation Policy: Cancellations made with less than 48 hours notice will incur a fee of $30 per scheduled hour of cleaning (for example, a 3 hour cleaning = $90). This helps cover your cleaner’s wages and associated overhead.
Same-day cancellations will be billed in full.
COVID-19 or illness-related cancellations: If you need to cancel last minute due to COVID exposure or other communicable illness, the fee is optional. We don’t want anyone to feel pressured to keep a cleaning when unwell. However, if you are able to pay the fee we truly appreciate it, because it helps offset losses and supports our team.
Holidays: Our company is closed for 11 federal holidays each year: New Year’s Day, MLK Day, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veterans Day, Indigenous People’s Day, Thanksgiving, and Christmas. If your cleaning appointment falls on one of these holidays, we will contact you in advance to reschedule.
Lockouts: If we’re unable to access your home at the scheduled time, we’ll attempt to contact you via phone, text, and email. If we don’t hear back within 20 minutes, the visit will be treated as a same day cancellation and billed in full.
Health & Safety
Please let us know in advance if you would like us to wear masks and/or take a rapid covid test before entering your space. We provide free rapid tests and KN95 masks for our crew.
Inform us if anyone in your household is sick or has had recent contact with someone who tested positive for COVID. This includes colds, flu, or any other illness. Your cleaner will then decide whether to proceed or reschedule based on their own health needs.
Similarly, we will inform you of any COVID exposure on our end or if your cleaner is under the weather but still able to work, so you can decide whether to continue with the appointment.
We do not clean human or pet waste (beyond standard toilet cleaning). While we empathize with the realities of pet and family care, this is outside the scope of our services.
Please ensure your home is at a comfortable temperature for physical work. On hot days, turn on the A/C if available. If not, please provide fans and understand that our team may need to work more slowly. On extreme heat days (90°+), we may need to reschedule.
We have a zero-tolerance policy for any mistreatment of our team. Thankfully, this has been exceedingly rare over the years. We're so grateful that our clients continue to be kind, respectful, and supportive human beings!
Thank you again for your trust and partnership. We are honored to help care for your space!
Sincerely,
The Collective Cleaners Team