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Our Policies

By continuing to use our services, you acknowledge and agree to the policies outlined below. These policies are in place to protect both our clients and our team, and to ensure the highest level of service and professionalism.

Damage & Liability Policy

At The Vacation Cleaners, we take great pride in caring for your home with the highest level of professionalism and attention to detail. We are fully insured, and if damage occurs due to negligence on our part (such as using the wrong product or handling furniture carelessly), we will take full responsibility to repair or replace the item.

However, we cannot be held responsible for damage that results from pre-existing issues or unsecured items in the home.

 

This includes:

  • Wall-mounted items (e.g. shelves, art, TVs) attached with temporary or improper fasteners

  • Loose cabinet or closet doors

  • Unsecured range hood covers or appliances

  • Freestanding furniture that isn’t anchored

  • Electronics or objects placed on unstable surfaces

  • Items that fall or detach during normal dusting or vacuuming due to loose installation

  • Damaged or fragile fixtures that are already cracked or unstable
     

We always do our best to be careful and respectful in your space, but it is the homeowner's responsibility to ensure items are properly and safely installed.
 

Valuables & Fragile Items

Please store any jewelry, valuables, or fragile keepsakes before our team arrives. While we are careful to pick up visible items before vacuuming, we cannot take responsibility for misplaced or unsecured items that are not stored away.
 

Client Responsibility

If you know of any damaged or sensitive areas in your home, please let us know so we can make a note in your file and take extra care.
 

By continuing to use our services, clients acknowledge and accept this policy.

Cancellation Policy

We understand that life happens! You are welcome to cancel or reschedule your appointment at no charge as long as we receive at least 24 hours' notice.
 

For cancellations made within 24 hours of your appointment, a $50 cancellation fee will apply.

In the event of an emergency, the cancellation fee may be waived at the discretion of The Vacation Cleaners.

Thank you for your understanding!

Entry & Access Policy

Please ensure our team has safe and reliable access to your home at the time of your scheduled cleaning. If we are unable to enter the property due to locked doors, security systems, or other obstacles, a lockout fee of $50 will apply. That being said, we will give you 30 minutes to respond to us giving us access to the home from when we first arrive and realize we are unable to gain access.
 

If you are not home during the clean, we are happy to use a code, key, or lockbox — just let us know in advance how you'd prefer we access the property.

Re-Cleans & Satisfaction Guarantee

We want you to love your clean — that’s why we proudly offer a 100% quality guarantee on all full-service cleanings. If you're not satisfied, please reach out within 24 hours of your appointment, and we’ll gladly return to re-clean any missed areas at no additional cost.
 

However, if you’ve requested that we reduce time or cost to fit within a specific budget — for example, asking us to skip certain areas or work quickly within a shortened time frame — we may not be able to guarantee the same standard of quality, as we are no longer working to our full checklist.

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In those cases, the satisfaction guarantee does not apply, as services have been customized to accommodate cost-saving measures or reduced time. We do not offer refunds in these cases, but we are always happy to work with you to resolve concerns professionally and fairly.

Health & Safety Policy

To protect our team and clients, we do not clean up any hazardous materials, including but not limited to:

  • Bodily fluids or waste

  • Mold or mildew requiring remediation

  • Pest infestations

  • Needles, sharps, or drug paraphernalia

If a cleaner arrives and encounters unsafe conditions, they may decline the job. In such cases, a cancellation or partial service fee may apply. For more detailed information please see our (Outside Our Scope Page).

Supplies & Equipment Policy

We come fully equipped with all necessary cleaning products and tools to complete your service. If you prefer we use your products or equipment (such as a specific vacuum or cleaner), we are happy to do so — but we cannot be held responsible for damage or malfunction resulting from client-provided items.

Please ensure that any equipment or products you request us to use are safe, functional, and appropriate for the task.

Photography for Quality & Protection

To ensure quality, protect our team, and showcase our work, we may take before-and-after photos during certain cleanings (e.g., rental properties, move-in/outs, or when concerns are raised). Some photos may be used for marketing purposes, but we make every effort to avoid including personal photos or identifying features.

By using our services, you agree to this policy. If you'd prefer we do not use photos of your home, just send us a quick message and we’ll gladly respect your wishes.

Recurring Service Time Windows

We do our best to arrive at the scheduled time for recurring cleanings, but due to the nature of our work, arrival windows may vary by up to 30–60 minutes. If you require a precise start or end time, please let us know and we’ll do our best to accommodate.

Skipped Tasks Due to Clutter or Access

If an area is inaccessible (e.g. excessive clutter, blocked furniture, or personal items), our team may skip that task to avoid damage or disruption. We will note it in your file and include a note on your invoice.

We do not offer discounts or refunds in cases where we are unable to clean areas due to inaccessibility.

Late Payments

Payment is due within 24 hours of your cleaning appointment.

Invoices unpaid after 24 hours will incur a $10 daily late fee until paid in full.

If payment is not received within 7 days, future services may be suspended, and pre-payment or a credit card on file may be required to rebook.

Contractors On-Site Policy

To ensure the safety, comfort, and efficiency of our cleaning teams, we require that any contractor work (e.g., plumbing, electrical, repairs, etc.) be scheduled outside of our cleaning window.

Contractors working during your scheduled cleaning appointment can:

  • Block access to the property

  • Delay or interfere with our work

  • Create additional mess in cleaned areas

  • Make our staff feel uncomfortable or unsafe

Policy Guidelines:

  • All contractor work must be completed before our arrival.

  • If contractors are present without prior notice, we may need to reschedule your cleaning and a cancellation fee will apply.

  • If a contractor enters the home while we are actively cleaning, and our team feels uncomfortable or unsafe, the cleaning will be stopped immediately, our staff will leave the property, and the appointment will be charged in full.

We appreciate your understanding and cooperation in helping us maintain a safe and productive working environment for everyone involved.

Harassment & Sexual Harassment Policy

We are committed to providing a safe and respectful working environment for our staff. Harassment of any kind, including sexual harassment, inappropriate comments, gestures, or behavior, will not be tolerated under any circumstances.

Policy Enforcement:

  • If a team member experiences or witnesses harassment during a cleaning, the cleaning will stop immediately, and the team will leave the property.

  • The cleaning appointment will be charged in full, regardless of how much was completed.

  • At our discretion, we may report the incident to local authorities, especially in cases involving sexual harassment, threats, or aggressive behavior.

Our staff deserve to feel safe and respected in every home they enter. We appreciate your understanding and your role in upholding this standard.

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