🌿 Welcome to Polly’s Cleaning Services
We are thrilled to welcome you to the Polly’s Cleaning Services family!
Here, we are committed to more than just cleaning — we are dedicated to delivering comfort, care, and peace of mind with every visit.
Our team is highly trained, experienced, and passionate about providing exceptional service.
We understand how important it is to keep your home or business clean, organized, and inviting — and we are here to help you achieve exactly that.
In this guide, we’ve gathered all of our policies, guidelines, and service terms in a friendly, transparent way to ensure a smooth and positive experience for you.
If you have any questions, please feel free to reach out. We are always happy to assist you!
Warmly,
Pollyanna Oliveira – CEO
Polly’s Cleaning Services
Customer Guidance – Important Information
These guidelines were created to help you clearly understand how our services work, what is included, and what responsibilities apply to both sides.
With your cooperation, we can deliver an even better cleaning experience for you and your family.
1 – Cleaning Day Home Preparation
To ensure the best results, we kindly ask for a little preparation before the team arrives:
- Clear surfaces such as countertops, tables, dressers, etc.
- Remove items or clutter that may block access to areas needing cleaning.
- Please leave the kitchen sink free of dishes.
- If dishes are left in the sink, we will place them in the dishwasher.
- Hand-washing dishes is considered an extra service and may incur an additional fee.
This allows our team to focus all their time and attention on the actual cleaning.
2 – Accessing Your Home
If you won’t be home during the cleaning, you may provide:
- A door code
- A garage code
- A key
We are not responsible for issues caused by malfunctioning locks, doors, alarm systems, or keys.
Please ensure that your alarm system is turned off before our arrival.
If the alarm goes off and prevents us from performing the service, the full service fee will still apply.
If access is not possible (lock-out), the corresponding fee will also be charged.
3 – Cleaning Time
We charge per job, not per hour.
Our technicians are trained to work efficiently.
If you choose to reduce the scope of work on the day of cleaning, the original price still applies unless previously agreed.
4 – Dishes
- If dishes are in the sink, they will be placed in the dishwasher.
- Please leave the dishwasher empty to avoid mixing clean and dirty dishes.
- A full sink requiring hand-washing is considered an additional service.
5 – Our Team
Our teams usually work in pairs or groups of three.
All technicians arrive in uniform, and each team includes a supervisor to ensure consistent quality.
Crews may not accept extra work directly from clients.
6 – Pets
We love pets — and we work around them every day!
However, for everyone’s safety and comfort, we ask that:
- Pets who are anxious, sensitive, aggressive, or overly curious be kept in a secure area.
- Pets do not roam freely during vacuuming or when equipment is in use.
- Our team cannot clean feces, urine, vomit, litter boxes, cages, or similar situations.
We are not responsible for incidents involving pets that are not properly contained.
7 – Payment for Services
A 50% deposit is required to secure your cleaning appointment.
This deposit is non-refundable for cancellations made with less than 24 hours’ notice.
The remaining balance is due on the day of cleaning.
Accepted payment methods:
- Cash
- Check
- Zelle
- Venmo
- Square
A late fee may apply after 7 days.
8 – Valuables
While we take great care in your home, we kindly recommend securing:
- Jewelry
- Cash
- Small sentimental items
- Fragile or unstable décor
- Artwork or collectibles
We are not responsible for items that are not stored safely or may fall or break easily.
🛠️ 9 – Renovation/Construction Areas
If your home is under renovation, please inform us beforehand.
Active construction zones may require additional charges due to increased dust, debris, or limited access.
10 – Rescheduling, Cancellation, Service Reduction, or Lock-Out Fees
- Cancellations or rescheduling with less than 48 business hours: up to 30% of the service cost
- Less than 24 business hours: up to 75% of the service cost
- Lock-out or inability to access the home: full service charge
Skipping cleanings may change your rate:
Examples:
- Biweekly client skips and creates a 4-week gap → rate may increase up to 35%
- Monthly client skips and creates a 5-week gap → rate may increase up to 25%
- More than 6 weeks → one-time cleaning rate applies
11 – Non-Solicitation of Employees
We kindly ask that customers do not hire our employees directly.
If a client hires a Polly’s Cleaning Services employee privately, a $5,000 non-solicitation fee will apply.
12 – Damages & Breakage
If something is accidentally damaged or broken, our team will inform you immediately and discuss a fair resolution.
We are not responsible for:
- Items with unstable bases
- Improperly installed shelves
- Pre-damaged or fragile items
- High-value collectibles
Our liability is limited to the cost of the cleaning service
13 – Guarantee & Re-Clean
If you are not satisfied with the cleaning, please notify us within 24 hours.
We will return to re-clean the necessary areas at no additional cost.
Refunds are not offered, but we will work closely with you until you are fully satisfied.
14 – Special Requests
All extra services must be requested in advance directly with our office.
Technicians are not allowed to accept additional tasks on-site.
15 – Annual Rate Adjustment
Due to operational costs, prices may be adjusted annually.
We will always provide notice ahead of time.
16 – Cancellation of Recurring Services
Recurring services may be canceled at any time.
We kindly ask for 30 days’ notice to make scheduling adjustments.
17 – Cleaning Supplies
For the first cleaning, we provide all supplies.
After that, we will give you a supply list to keep available for each visit.
If you prefer that we always bring all products, a $10 fee per visit applies.
18 – Social Media Authorization (Optional)
With your permission, we may use photos or videos of cleaning areas (never personal items or people) for marketing purposes.
19 – Feedback
Your feedback is incredibly valuable!
It helps us maintain quality, improve our services, and continue providing the best cleaning experience in the industry.
Thank You!
Thank you for choosing Polly’s Cleaning Services.
It is an honor to care for your home, and we look forward to exceeding your expectations every visit.