Policies and Procedures

First-time service — we charge based on the square footage of your home, and any add-ons that your booking includes. Please be specific and honest at the time of booking to ensure your selected cleaning is fit to your needs. Because we do not perform a walk-through before verifying the size and condition of the home before service, our pricing reflects the assumption of the level of cleanliness and the amount of time and effort required to clean. The risk of underbooking is that the cleaning may only be partially completed in our scheduled time and may not allow us to stay any longer. To verify accurate house information, we will check the size and the layout of your home against public records. To book our services we require a 25% nonrefundable deposit on the day of your service our techs perform a walk-through before starting work. They will take note of any items or areas that need special care or specific instructions from you and will assess if the package purchased allows them adequate time to complete the job to a satisfactory level. We will notify you immediately if we cannot complete the job. If unable, we give you the option to either add more time for an additional charge or have us focus on your top priorities within the allotted time frame. A second cleaning is highly recommended to complete the work. Satisfaction guarantee- if you are not content with the cleaning, please notify us within 24 hours and we will come out and re-clean within a seven-day window for free. If you still do not think we did a good enough job to recommend us to your friends after we clean we will give you a discount of 25% on the next service appointment or a refund of 25% if you no longer wish to use our services.  

Security- We take the security of your home very seriously and work with each homeowner to establish a routine for entering and exiting. Current methods include but are not limited to, letting us in on the day of service if you will be home when we arrive, leaving us a key under a mat or pot to use and return, or leaving in the house when finished, and providing us with a lockbox keypad or garage code.  Please note that if the Cleaner arrives, and there is no way to enter the home, you will be charged a lockout fee of 50% of your payment to cover any mileage, fuel, and supplies.  

Electricity and water notice- we cannot work effectively in a house without electricity or running water. Please ensure that your home, especially if it is empty, in the middle of being sold, bought, or turned over will have electricity and running water on the day of the service. Late cancellation/rescheduling fees may apply if we need to make last-minute schedule changes due to a lack of electricity or water.  

Late cancellation/rescheduling: because we reserve a time specifically for you, please make any schedule changes 48 business hours before service to avoid any incurring cancellation fees. If you wish to cancel or reschedule a cleaning appointment, giving at least 48 business hours notice, excluding weekends and public holidays, is required. If a cleaning appointment is canceled less than 48 hours in advance or if the cleaner cannot enter a home, a cancellation fee of 50% of that cleaning cost will be charged. If our schedule allows and you can reschedule within the same week, this fee will be waived. The same option will be provided if our cleaners have an emergency. If so, you will be rescheduled to our next available appointment slot. 

Getting ready for the cleaning- please don’t “clean”  before we arrive, but please do “pick up” as much as possible. For example, clearing the floors of clothing and toys, and clearing surfaces of small items, such as pins, coins, and any important documents. Make sure that your washer and dryer are free of clothing and that the sink is cleared. This type of pick-up will allow our techs to focus more on detail and quality for you. Please set your AC temperature to 68°F to 72°F, especially during the summer months, and the heat no higher than 74° during the winter months. This avoids posing safety risks to our employees. 

Pets: we love them! The last thing we want to do is upset your pets as we clean, we will work with you to make her experience pleasant for all involved. The following are our policies regarding pets. Let us know ahead of time if there are any arrangements you have in place for your pets. While we clean, for sanitary purposes, we do not clean up after pets or accidents. Please secure any pets that may be overwhelmed by our presence and or pose a threat. Please secure any pet that is likely to run out of the door. Keep-in-the-house navigation for control and care of all animals on the premises is on the customer. 

Breakage: we hate when this happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies. Sometimes breakage occurs when there are “Boobytraps”. These are accidents waiting to happen. Ex. Pictures not hung securely, top-heavy items with unstable bases, wobbly-tippy objects. Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “boobytraps”. Please remove any breakable items and move them to a place we do not clean.  We do not clean the inside of curios, china cabinets, or clear wet bar shelves. Please move expensive figurines, or glassware, to a location that we do not clean or have a "skip that area completely" if you do not wish to accept this risk.

Payments not made by 7PM the day of your cleaning will have an add on late charge of $30 for the inconvenience. 

You acknowledge by booking services with us that you are booking EastTexas Cleaning Co. LLC and not individual cleaners themselves. Your cleaner can and will change from appointment to appointment. Clients agree by booking that they will not accept solicitation or solicit any employee or ex-employee from ETCC.