By scheduling, booking, or utilizing services provided by Earthwise Cleaning Company, the client acknowledges and agrees to all terms, conditions, and policies outlined herein.
Earthwise Cleaning Company is an independent, locally owned, and operated cleaning company. Our employees are fully bonded and insured. We carry full liability, and workman’s compensation insurance and all payroll taxes are paid through Earthwise Cleaning Company
COMMUNICATION: Your feedback is essential to delivering the level of service we strive for. If you ever have questions or concerns about your cleaning, we encourage you to reach out directly. We’re committed to providing exceptional service and appreciate the opportunity to improve wherever we can. One of the best ways you can help us do that is by completing the feedback survey after each visit. Your input helps us fine-tune our process and continue exceeding expectations.
TEAM: For our residential clients, we make every effort to assign the same technician to your home for each visit to ensure consistency and familiarity. However, there may be times when schedule changes due to illness, vacation, or other factors require us to send a different team member. Rest assured, all of our technicians are fully trained employees of Earthwise, and we have detailed systems in place to maintain the high quality of service you expect.
For short-term rental properties, due to the variable nature of booking schedules, we cannot guarantee the same technician for every cleaning. However, we ensure that every technician assigned is fully briefed on your property’s specific needs and expectations, so service remains seamless and thorough
OFFICE HOURS: Our office is open M-F 9 AM to 5 PM and weekends from 10 AM to 4 PM. Voicemail is available after hours and will be returned the next business day (Many of our office staff are off on weekends). Email is monitored after hours and is often the best way to reach us outside of office hours.
EQUIPMENT AND SUPPLIES: We provide all of the equipment and supplies to clean your home.
QUALITY CONTROL: To maintain our high standards, management conducts both scheduled and random quality checks. These inspections may take place after your technician has completed the cleaning and left the property. This process helps us ensure consistent, top-tier service with every visit
ARRIVAL TIME: Our service hours are between 9:00 AM and 5:00 PM. While most cleanings are completed within this timeframe, there may be occasions when a technician needs to stay past 5:00 PM to complete the job thoroughly.
Technicians are routed daily based on location and service needs to create the most efficient schedule possible. Because of this, and the variable nature of our work, we are unable to guarantee exact arrival times.
If you would like an estimated time window, feel free to call or email us the day before your scheduled visit. We will do our best to accommodate time requests; however, they are treated as requests only and cannot be guaranteed. We do guarantee your service day and will never change your appointment date without your prior approval.
HOME ACCESS & LOCKOUT POLICY: Your home must be accessible at the time of your scheduled service. If you need a secure way to provide access, we offer lockboxes for a one-time fee of $25. Once purchased, the lockbox becomes the property of the client and can be used for future visits or other personal needs. Clients must provide the key to be placed into the lockbox.
If our team is unable to enter the property at the time of service, a lockout fee equal to the full cost of the scheduled cleaning will apply. Ensuring access helps us stay on schedule and provide reliable service to all our clients
READY-TO-CLEAN POLICY: To ensure a thorough and efficient cleaning, we kindly ask that your home be prepared by minimizing clutter prior to our arrival. This allows our technicians to focus on detailed cleaning rather than organizing or tidying personal items.
Please ensure the following before your scheduled service
If the home is not in a ready-to-clean condition, we may be unable to complete the job within the scheduled time. With your prior approval, additional time may be added at an extra cost. If no approval is given, we may skip impacted areas to stay within your scheduled timeframe. Our goal is to deliver exceptional results each visit, and a prepared environment helps us do just that.
Health & Safety Standards
To protect both our team and your property, we follow strict safety and insurance guidelines during every visit. For this reason, our technicians are not permitted to:
Your understanding helps us maintain a safe, respectful, and efficient service environment.
Security System Access: If your home is equipped with a security alarm, please make sure it is disarmed on the day of your scheduled cleaning. Alternatively, you may provide us with the access code and clear instructions for disarming and rearming the system. Our team will follow your instructions and reset the alarm upon departure.
For health and safety reasons, our team cannot clean homes with active flea infestations or pick up animal waste of any kind. If a team member feels unsafe due to the behavior of an animal, we may be unable to complete the service.
Thank you for helping us maintain a safe and positive environment for both your pets and our technicians.
Service Schedule Adjustments: On rare occasions, inclement weather or unsafe travel conditions may prevent us from reaching your home safely with our equipment and supplies. In such cases, your driveway and entryways must be clear and accessible for service to proceed.
Additionally, holiday schedules may require minor adjustments to your regular cleaning day. These are the only circumstances under which we would reschedule your service.
We appreciate your flexibility and understanding as we prioritize both safety and reliable service.
Billing & Pre-Authorization Policy: To ensure a smooth and efficient scheduling process, a pre-authorization will be placed on your account the day before your scheduled cleaning. This allows us to confirm valid payment details and properly allocate team resources.
Payment is processed when your service is completed.
For all deep cleanings, we require a 50% deposit at the time of booking to secure your appointment.
Pre-authorization helps us reduce last-minute cancellations, maintain a reliable schedule, and ensure availability for clients who are ready to receive service. Thank you for supporting a process that helps us continue delivering consistent, high-quality results.
Rescheduling, Skips & Cancellation Policy: We understand that plans can change. You may reschedule, cancel, or skip a cleaning at no charge as long as we receive at least 48 hours’ notice (two full business days) in advance.
If a service is skipped, your next cleaning will be billed at the corresponding frequency rate. For example, if you are normally on a biweekly schedule and skip a visit, resulting in a four-week gap, your next service will be charged at the monthly (every four weeks) rate.
This ensures we can provide the additional time and detail required for a longer interval between cleanings.
Please note:
If you cancel or skip your cleaning with less than two full business day’s notice, the full cost of the scheduled service will be charged.
Thank you for helping us maintain an efficient and reliable schedule for all our clients.
Service Interruption & Account Status: If any outstanding balances or applicable fees remain unpaid, your cleaning service will be temporarily suspended until the account is brought current
If payment is not received within 30 days of suspension, we will consider your service terminated and your account closed. To resume service after that point, reactivation may be subject to availability and current pricing.
Thank you for your understanding and timely attention to account matters.
Delinquent Accounts & Recovery Fees: In the event your account becomes past due, you agree to be responsible for any outstanding balance as well as any reasonable collection costs and attorney’s fees incurred in the effort to recover payment and bring the account current.
Ending Your Service: Our cleaning services are provided on an at-will basis, meaning there is no long-term contract or commitment implied. You are free to cancel services at any time.
To avoid a cancellation fee, we ask that you provide at least two full business days notice prior to your scheduled service. Cancellations made with less notice may be subject to the full service charge.
We appreciate your courtesy and communication as it helps us manage our schedule and team availability efficiently.
Damage Policy & Product Use: While we take great care in your home, occasional minor accidents may occur—such as small items being knocked over during routine dusting. In such cases, we offer service credit for incidental damages up to $500.
For damages above $500 and/or any damages resulting from negligence or improper conduct on our part will be addressed through our company’s insurance provider.
Please note: We only use Earthwise-approved cleaning products to ensure quality and safety. If you request the use of your own cleaning products, you assume full responsibility for any damage or adverse effects caused as a result.
Photographic Documentation & Media Policy: As part of our commitment to quality and accountability, Earthwise Cleaning Company may document cleaning services through photographs taken by our technicians during or after service. This policy outlines how and why such media may be used.
All deep cleanings and short-term rental services will include before-and-after photos to ensure accuracy, maintain quality standards, and support client communication. These images are part of our internal quality assurance process and are not shared publicly without permission.
Purpose of Media Use: Photographs and videos may be used internally for training, quality control, performance reviews, and customer service support. These materials help us deliver consistent, high-level service across all teams.
Respect for Privacy: Photos will focus only on service-related areas and will never include personally identifiable information (PII) such as people, mail, personal documents, or valuables.
Consent & Confidentiality: By using Earthwise’s services, clients consent to the internal use of photographic documentation as outlined. Any media intended for public use (e.g., marketing) will only be shared with the client’s explicit written permission.
Data Security: All photos are stored securely and accessible only to authorized personnel. We maintain strict confidentiality and follow internal safeguards to protect your privacy.
Opt-Out Option: Clients may opt out of internal photo documentation by submitting a written request prior to their scheduled service. We will honor and respect any such requests.
