Client Policy & Guidelines
Services we do not offer
• Cleaning or removing blood, bodily fluids, urine, vomit, feces, mold, rust, or excessive hard water/mineral stains or other bio-hazards except for an ordinary level of bathroom cleaning. We are not trained nor are we equipped or certified to clean these types of materials.
• Cleaning homes with insect infestations. For health and safety reasons, we cannot clean homes with an active or past infestation of ants, termites, roaches, fleas, bed bugs, mice, or other pests. We are not equipped to handle pest cleanup, even if the pests are no longer alive.If an infestation is identified, we will notify you immediately, and cleaning services will be postponed until the issue is resolved. Company reserves the right to refuse to service a home with ANY insect infestation (including seasonal). In the event that an infestation is identified, the cleaning staff will leave the property. You will be contacted immediately and charged a cancellation fee.
• Fire or water damage cleanup.
• Post-construction cleaning is not included unless specifically booked.
• Steam or carpet cleaning.
• Television or computer screens.
• Heavy-duty or extreme dirt build-up, peeling paint, or disrepair, or other unsafe conditions.
• Remove paint
• Cleaning the interior of curio or china cabinets (exteriors will be feather dusted).
• Chandeliers, delicate trinkets, or fragile ornaments (can only be lightly dusted).
• Washing walls (we spot clean only).
• Cleaning areas above a two-step ladder (ceiling fans will be dusted if within reach).
• Moving or lifting items over 10 kg.
• Cleaning behind glass doors, stocked cabinets, closets, or drawers.
• Cleaning exterior windows or window tracks.
• Provide stain removal.
• Dishwashing (if dishes block access to the sink, we will clean around them).
• Laundry, folding clothes, shopping, or running errands.
• Organizing or picking-up clutter (defined as five or more loose items in an area, i.e. books, dishes, mail, paper, clothes, or trash that is not in a trash bin).
• Emptying diaper pails or clean pet waste (including litter boxes). Provide any pet or children-related services, nor empty diaper pails.• Outdoor areas (patios, garages, driveways, etc.).
• Cleaning inside dishwashers, washing machines, or dryers.• Any cleaning requiring tools or supplies beyond what we provide.
• Cleaning in areas that are difficult or unsafe to access.
• Cleaning extremely cluttered rooms or homes, as areas may be skipped if they are inaccessible. Our cleaning technicians must be able to move freely and safely through your home with their tools and supplies.
• As part of our commitment to maintaining a safe working environment, we do not provide cleaning services in homes where smoking has occurred or is ongoing. If our cleaners arrive at a home and discover that smoking has taken place or is currently happening, they are instructed to leave immediately. In such cases, the client will be fully charged for the scheduled visit.
Cleaning tasks included in services + extra
• Our weekly, bi-weekly, and monthly services include the tasks outlined in our cleaning checklist. The goal of these regularly scheduled appointments is to maintain your home’s freshness and cleanliness.
• If you need additional services from our “Extras” list, please notify us at least 48 hours in advance so we can schedule the extra time or extra visit and provide you with an estimation.
• If you require services not listed – please contact us to discuss your specific needs.
Deep and Move Cleaning
• Dusting beneath furniture or appliances will be done only where accessible — our cleaners do not move heavy furniture. If you wish for a specific area to be cleaned, please move these items in advance.
• Fridges and cupboards must be empty for cleaning.
• While we do our best, we cannot guarantee a complete clean on blinds as some may require soaking, which we do not provide.
• We do not clean the inside of self-clean ovens, as per manufacturer instructions.
• Light fixtures will only be cleaned if accessible — we do not remove them from ceilings unless taken down by the homeowner.
• We do not clean ornaments or fragile items on dressers and shelves to avoid damage — we lift them to clean beneath but handle with care.
Preparing for your cleaning
How to prepare for your cleaning:
• Put away dishes to allow for a thorough kitchen cleaning.
• Remove loose items like papers, pet toys, and children’s toys.
• Secure any irreplaceable or sensitive items. It is very important to ensure anything of a sensitive nature that may be irreplaceable is put away.
• Clear vanities, dressers, countertops,and floors of clothing, toys, laundry, shoes, and small items (pens, coins, important documents, etc.).
• Ensure major clutter is minimized on all surface areas.
• Empty the fridge and cupboards if you’ve booked a deep clean. Remove screens from windows.
• Pre-clean any excess mess outside of toilets, pet messes, and anything hazardous.
• Minimize distractions by scheduling cleanings when fewer people are home.
• Secure pets and keep children in another area for their safety.
• Ensure all areas are accessible and ready for cleaning. We’re pros, but we’d appreciate your help! We reserve the right to skip areas that are not adequately prepared for our services.
Home access:
• You are not required to be home during the service. If you prefer to stay, please occupy a low-traffic area.
• Disarm alarms before our arrival or provide us with a code to disarm it. We are not liable for false-alarm charges due to uncommunicated code changes.
• We are not accepting keys.
• Be home or have someone present to grant access.
• Provide a garage door opener or code.
• If you choose to leave a door unlocked,we are not liable for theft or any damages to the client’s home.
• If no one is a vailable or entry is denied, our standard cancellation fee will apply.
Parking:
• Our clients are responsible for providing free parking for our cleaners within a 2-minute walk of the home.
• If parking is unavailable and we are unable to reach you, your appointment may be canceled or rescheduled. In such cases, our standard cancellation fee will apply.
Pets:
• Before your first appointment: let us know your pet’s names, and if they can be let outside.
• On cleaning day please secure any pets that may be anxious around vacuums or tools, or that are prone to escaping.
• For health and insurance reasons, we donot clean pet beds, cat trees, litter boxes, vomit, urine, or fecal matter.
• While most of our staff are pet-friendly,we rely on you to ensure pets are under control during our visit.
• Please note that the responsibility for your pet’s safety and care remains with you. While we do our best to keep them comfortable, Kildare Cleaning cannot be held responsible for pet escapes or injuries.
Valuables and Breakage:
• Clients must inform Kildare Cleaning of any valuables they do not want handled.
• It is preferred that irreplaceable, collectible, or expensive items be secured to avoid accidents.
• Clients should secure money, creditcards, and check books.
• Kildare Cleaning is not responsible for missing currency.
• Accidental breakage must be reported within 24-hours of the cleaning.
• If a cleaner damages an item, they will notify the client immediately.
• Kildare Cleaning may choose to repair, replace, or offer a discount in lieu of repair.
• Kildare Cleaning is not liable for preexisting damage or items improperly secured (e.g., loose pictures or unstable objects).
• Glass shower doors, faucets, and toilets must be fully secure prior to cleaning.
• If cleaners notice an item is not secure, clients will be informed of the risk.
• Clients can choose to decline cleaning ofthe insecure item or proceed at their own risk.
• All surfaces (e.g., marble, granite, hardwood) are assumed to be sealed and safe for standard cleaners. If specialty cleaning solutions are required for certain surfaces, clients must request this before the first service.
The Cleaning Process
Cleaning systems and tools:
• We use standardized, high-quality vacuums, cloths, mops, and other cleaning tools and products.
• All cloths, mop heads, and shoe covers are freshly laundered for each home.
• To maintain efficiency, we do not accommodate requests to modify our cleaning methods or use client-provided equipment (e.g., mops, buckets). Exceptions are made only for special extra requests, such as vacuuming pet beds or addressing heavily soiled areas – in these cases, we ask clients to provide their vacuum to prevent cross-contamination between homes.
Cleaning supplies:
• We provide all cleaning products and equipment necessary to clean your home or business.
• It is required that your home has running water and working electrical outlets. If these are not available, we reserve the right to charge our standard cancellation fee.
• We are not responsible for any damage caused by cleaning products or equipment provided by the client. The 24-hour clean guarantee does not apply if client-supplied products are used.
• We do not bring bleach into your home. If you request the use of bleach that you provide, please be aware that we are not responsible for any damage caused by its use. It is our preference not to use bleach or any product our team is not trained to handle.
• If you have any product allergies or sensitivities, please notify our office in advance so we can make appropriate accommodations.
• Our cleaning team will not climb higher than a 2-step ladder for safety reasons.
• Any additional services must be arranged ahead of time to ensure we have the necessary supplies and time scheduled.
Cleaning team:
• Kildare Cleaning team usually work in teams of four (4); however, at times, an employee may work in a team of two (2) or three (3).
• All team members are trained before they enter your home, but on-the-job training is also required. Ongoing training is provided as we learn about new cleaning products or methods and reinforce prior training.
• Each team includes a Cleaning Supervisor responsible for: ensuring cleaning tasks are correctly completed; learning the specifics of your home; teaching team members to deliver the high-quality service you expect.
• Occasionally, team members may change due to illness, days off, vacations or other reasons.
• To maintain consistency, we permanently document client preferences and instructions in your work order file. If a team member is substituted, the new member will follow these documented instructions.
Technology for client experience:
• Automated service emails are sent three (3) days and one (1) day before your scheduled cleaning.
• Reminder text messages are sent three (3) days and one (1) day prior to your cleaning.
• A follow-up survey is emailed after each cleaning, with feedback reviewed daily by our team.
• Clients can update, add comments, provide information, cancel, or reschedule their booking through their booking account.
• If a booking was created through the office via text message or email, clients must add their credit card information to their booking.
• Clients can update their preferences or opt out of automated emails and texts through their booking account.
• Booking a service online doesn’t guarantee you spot for that date/time. Your booking is not confirmed until you have received a confirmation email.
Scheduling and Appointments
Scheduling information:
• To make appointment changes, please contact us directly:
- Phone/Text: 709-330-1383
- Email (preferred): hello@kildarecleaning.com
- Or update your booking through your booking account portal.
• Please note: Changes cannot be made through cleaners.
Arrival windows:
• All morning appointments are the first bookings of the day.
• All afternoon appointments (past 11:00am) have approximate arrival times.
• We operate between 9:00am - 5:00pm.
• If you are not the first appointment of the day, we cannot guarantee an exact arrival time.
• Please allow for a 30-minutes arrival window before or after your scheduled time due to factors like: cancellations; lockouts; extended morning cleanings; staffing changes; traffic and travel delays; weather conditions; other unexpected events.
• If we are running behind or ahead of schedule, we will call or text with an updated time.
• If we fail to clean your home on the scheduled day due to our error, we will reschedule at the earliest possible date.
• If you wish to be present for your cleaning, please remain home during the estimated arrival window
• If no one is home or our team is turned away for any reason, our standard cancellation fee will apply.
Lock-outs & Late cancellations:
• Standard cancellation fee: Kildare Cleaning reserves the right to charge a cancellation fee for any cleaning canceled with less than 48-hours’ notice. The fee is equal to 50% or in some cases 100% of the cost of the scheduled cleaning, for both recurring and one-time services. This fee will be charged to the credit card on file.
• Lock-Outs: If our cleaning team arrives at your home at the scheduled time and is unable to gain entry or is turned away, a lock-out fee equal to 100% of the cleaning cost will be charged.
• Future appointments cannot be booked until cancellation or lock-out fees are paid in full.
• Requests apply only to the specified date and do not affect future bookings.
• Skipping two cleanings in a row will result in the full, non-discounted price for the next cleaning.
• To cancel recurring services, please contact the office. Allow three (3) business days for processing.
• We follow the local Weather advisory for delays and closures. If travel is unsafe, we will reschedule your cleaning without penalty.
• We understand life happens, but these policies are in place to ensure our team receives fair wages and our schedule runs smoothly.
Holiday closures:
• Kildare Cleaning observes several statutory holidays. If your appointment falls on one of these days, we will contact you to reschedule.
Our office is closed on the following holidays:
- New Year's Eve
- New Year's Day
- Good Friday
- Memorial Day
- Labor Day
- Remembrance Day
- Christmas Eve
- Christmas Day
- Boxing Day
No holds:
• We do not hold bookings due to high demand.
• A phone number, full name, email and address must be confirmed to secure your appointment.
• If we do not receive confirmation within one (1) hour, the time slot may be offered to another client.
Pricing and Payment
Estimates and Quotes:
• At Kildare Cleaning, we do not offer fixed quotes or estimates for our cleaning services due to the many variables involved (size of the home, the number of rooms and areas to be cleaned, the level of dirtiness, and the presence of children or pets). However, we do provide time and cost estimates based on the average home, with the understanding that the actual cleaning time may vary.
• If our cleaning team finds that extra time is needed, they will inform you and discuss either extending the cleaning time at an hourly rate or prioritizing tasks within the original estimate.
• We will never charge your card for extra time without your consent. You will have the option to approve additional time and costs or stay within the original estimate, understanding some tasks may be left incomplete.
• For Deep Cleans, we estimate time and cost but require a minimum of two (2) hours and may ask for approval for additional time if needed.
• For Move Cleans, the minimum cleaning time is three (3) hours and may extend depending on the home’s condition.
• We recommend an in-person walkthrough for all new clients, as well as for Move-in/Move-out clean and Deep clean packages. This helps ensure an accurate estimate and allows us to plan for the right amount of time and resources.
Credit card on file:
• We require all clients to put a credit card on file. Your credit card will be automatically charged after service.
• You can add your card information after receiving a booking confirmation email, through your booking account.
• If you booked over the phone, text, or email, you must add your credit card info to your booking.
• Online bookings at kildarecleaning.com/book-cleaning require adding your credit card details to create a booking.
• E-transfer payments must be made within 24 hours.
• Lock-out or late cancellation fees apply.When and how to pay:• Payment is due in full upon completion of service.
• We accept e-transfer and credit card payments – we do not accept checks or cash.
• Any outstanding payments for previous cleans must be paid before we return for another clean.
• When you schedule your first service, we securely store your credit card information for future payments. We offer a secure auto-pay option through our Launch27 software for your convenience.
• Your card will be charged within three (3) business days after each cleaning.
• All payments are subject to sales tax.
• If your credit card is declined, we will contact you to resolve the issue within three (3) business days.
• If payment is not received within three (3) business days following a cleaning, a $10 late fee per day will apply.
• Scheduled services will be paused until payment is made. If your service is paused, you may lose your place in the schedule.
Tipping:
• Kildare Cleaning never requires tipping, but you are welcome to tip if you wish.
• If paying by credit card, you can add a tip to your charge
- we’ll ensure it is included in your payment.
• If you prefer to give cash, please place it in a labeled envelope or clearly mark it so our cleaning team know it’s for them.
• Rest assured, management ensures that cleaners receive 100% of their tips.
Price adjustments:
• We reserve the right to adjust our rates at any time. Clients will be notified in advance of any price changes.
• Prices are guaranteed for 12 months. If you discontinue service and reinstate it after more than 3 months, a new rate may apply.
• Quotes provided are estimates based on the expected condition of your home. If the actual condition requires more time or effort, we may adjust the price or refuse the service.
• Price adjustments will not be made without consulting you first. If we are unable to reach you, we reserve the right to discontinue cleaning.
Policies and Guarantees
Client privacy:
• Confidential information includes, but is not limited to, client names and contact information, addresses, alarm or door codes, and any other details about clients’ properties or their contents.
• We will never share client information for any reason other than internal business operations. Although we may take photos of your home for documentation purposes, these photos will never be shared outside of Kildare Cleaning without your explicit permission.
• We are committed to keeping your information confidential. We do not sell our customer lists to third parties, nor do we provide your personal information to any third-party individual, government agency, or company at any time unless required by law. We will use your personal and billing information solely to provide the services you have hired us for.
Distractions:
• Cleaners must have access to every area of your home scheduled for cleaning. Please ensure all rooms are accessible.
• To allow our team to work efficiently, we ask that conversations remain limited to cleaning instructions or light, brief exchanges. Excessive conversation can prevent them from staying focused.
• For everyone's safety, we ask that you, your children, and pets remain out of the rooms being cleaned. This helps prevent accidents such as contact with cleaning products or tripping over caddies and vacuum cords.
• If distractions affect the cleaning pace, Kildare Cleaning reserves the right to charge for extra time spent in the client's home.
• If a cleaning team feels unsafe due to the actions of a client, guest, or pet, they may leave the job site. The client will still be charged the full cost of the service.
• Cleaners do not clean behind closed doors unless granted access, respecting client privacy.
Safety:
• We reserve the right to deny any job task if we feel it is unsafe or unsanitary. However, we will make every effort to accommodate your needs.
• Winter Safety
- Ensure a clear space in your driveway for our team to park.
- Clear your driveway, walkways, and steps of snow and ice before our arrival.
- Salt any icy areas prior to our scheduled service.
- Failure to follow these steps may result in a canceled appointment for that day.
• Inclement Weather: If a Winter Storm Warning is issued or local public schools close due to weather, we may reschedule your appointment. In these cases, our cancellation fee will not apply.
• Areas to be cleaned must be accessible without excess clutter or hazardous conditions.
• We do not move items over 10 kg. If you wish for us to clean an obstructed area, please move furniture or appliances prior to our arrival.
• Please notify us at least 24 hours in advance if anyone in your household has an infectious disease. We reserve the right to cancel and reschedule services in such cases.
• If our team arrives and finds the home presents health risks due to illness, mold, bacteria, or infestation, we reserve the right to leave immediately. Our standard cancellation fee will apply.
• Clients must not follow our staff around while they work to ensure a safe and efficient cleaning process.
• For sanitary reasons, we do not clean human or pet feces, urine, vomit, or blood.
• The temperature inside your home should be in a comfortable setting before we arrive. We will not provide services in an environment that isn’t physically comfortable for labor. That includes but is not limited to extreme heat or cold. In the event that your appointment is canceled due to climate, our standard cancellation fee will be assessed.
Lifting, climbing, and bending:
• Our cleaners are not permitted to:
- Climb higher than the top step of a 2-step ladder.
- Move or lift items heavier than 10 kg.
- Clean floors on their hands and knees, except for bathroom floors.
- Use anything other than a step stool or ladder to climb.
• Our cleaners will not move furniture or heavy objects, including items containing electronics.
• If you wish to have areas behind large furniture cleaned, please move these items away from the wall before our team arrives.
• Cleaners will not pull-out appliances such as stoves, refrigerators, or washers/dryers. If you move these appliances prior to your scheduled cleaning, we are happy to clean the exposed areas – but it is your responsibility to move them back into place.
• Kildare Cleaning is not responsible for damage to aged, fragile, or faulty furniture or floors resulting from moving these items.
Employee hiring:
• For your protection and peace of mind, all Kildare Cleaning employees undergo background and reference checks during the hiring process.
• Clients are prohibited from directly hiring current or former Kildare Cleaning employees.
• Employees are covered under our worker’s insurance.
• Clients must notify Kildare Cleaning of any attempts to solicit or accept unauthorized business from Kildare Cleaning staff.
Quality control and client satisfaction:
• We value constructive criticism and open communication. Your input helps us improve and provide the best service possible. After each visit, we will send an email requesting your thoughts on the overall experience and service quality. This process helps us address any issues and consistently maintain high standards.
• While we do not offer refunds for services already provided, we are committed to your satisfaction. If you have any concerns, please notify us within 24 hours. We will gladly return and re-clean any areas of concern. For our records and training, we kindly ask that you provide photos of the areas in question.
• We offer all clients a 24-hour Quality Assurance. If you find anything included in your cleaning service list that was not completed, we will return to correct it. Please contact our office with any issues within 24 hours of your cleaning's date and time.
• Your satisfaction is our top priority. If something was not cleaned to your expectations, please let us know. We will do our best to make it right.
Refunds:
• Since cleaning is a very personalized and subjective service, we cannot offer refunds for any services, without exception. However, we want you to be 100% satisfied with our services! This is why we offer a 24-hour Quality Assurance.
• We cannot guarantee the removal of mold, mildew, grime, soap scum, or pet odors.
• We are not responsible for the rejuvenation of caulking, grout, molding, or carpeting.
Wear and Tear Notice:
• Areas like baseboards, showers, tubs, grout lines, window tracks, and flooring may show signs of age that affect the final appearance after cleaning.
• Hard water spots, soap scum on glass shower doors, and mold or mildew may require multiple cleanings to improve or may not come completely clean.
Additional Information
Gift Cards:
• Available in $200, $300, $400, and $500 amounts. Valid for various services, including standard cleaning and deep cleaning services. Each gift card amount corresponds to a set number of cleaners and cleaning duration.
For example:
- $200 covers 4 cleaners for 1 hour and 15 minutes of basic cleaning.
- $500 covers 4 cleaners for 3 hours of deep cleaning.
• If the desired service exceeds the gift card's value, the client can pay the difference.
Purchase gift cards here
Acknowledgment
Acknowledgment of Service Policy:
• In order to continue providing quality service, we kindly ask that all clients respect our company policies. This is not a binding contract; services may be terminated by either party at any time for any reason should they disagree with the terms and conditions outlined in this acknowledgment.
• Furthermore, you authorize Kildare Cleaning to charge your account for cleaning services rendered. You agree to abide by the terms specified in this acknowledgment.
