THE GENIE STANDARDS AND GUIDELINES

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Scheduling and Timing: We strive for punctuality and aim to meet the scheduled cleaning times. However, due to the unpredictability of traffic and the individual nature of each service, exact times can't always be guaranteed, except for first appointments at 8 am or 9 am. We offer an arrival window of 30 minutes for all appointments and, if we typically send an ETA text when we're on the way to keep you informed.

Payment Terms: For residential clients, full payment is expected no later than the day of the service is provided. It's mandatory to have a credit card on file when booking your appointment. You'll need to complete and submit a credit card authorization form. Rest assured, this data is securely stored and not directly accessible to us. Your card will be pre-authorized 48 hours before your service and the charge will be finalized within 24-48 hours post-service.

Cancellation and No-Show Policy: To cancel or reschedule, we require at least 48 business hours' notice, not counting weekends. For Monday appointments, notify us by the preceding Thursday; for Friday appointments, by Wednesday. This policy ensures our staff don't face lost wages due to last-minute changes. Cancellations or lock-outs within 48 hours of the appointment will incur a fee equivalent to 50% of your previous cleaning charge.

Skipping Appointments: We understand that you may occasionally need to skip a scheduled cleaning. However, please be aware that if skipping leads to extra work during the next visit, a deep cleaning may be necessary. In the unlikely event that we need to cancel an appointment without 48 hours' notice and can't offer another slot within the next five business days, your subsequent cleaning service will be provided at half the standard price.

Clutter Policy: We may choose not to clean areas with extreme clutter, defined as more than 10 items on a surface or floor that aren't easily moveable (e.g., not in a bin or on a tray).

Pet Policy: For the safety of our staff, please secure any large pets or those with a history of aggressive behavior during our visit.

Exclusions: Fresh Genie Cleaning does not deal with hoarding, extreme deep cleaning, carpet cleaning, bio-hazardous materials, or homes under certain conditions (active smoking, recent bug/rodent infestations, etc.). We also don't clean areas beyond the reach of our 4-step ladder or move items heavier than 20 lbs.

Temperature Control: We require a comfortable working temperature in homes, with functioning heat during colder months and air conditioning in warmer times.

Service Quality Promise: While we don't offer refunds, we're committed to addressing any concerns about the quality of our work. Please inform us within 48 hours if you're unsatisfied, and we'll rectify the issue within the next 48 business hours, free of charge, for tasks taking up to 30 minutes. For additional work beyond the initial 30 minutes, standard rates will apply.

Respect and Courtesy: Fresh Genie Cleaning reserves the right to discontinue service in any situation where our staff feels uncomfortable due to the actions of occupants, guests, or pets. In such cases, you will be billed for the time spent plus an additional 20%.