Our Cleaning Service Policies

1. Scope of Service

Each cleaning is performed against the scope agreed to in your quote (e.g., standard, deep, move-in/out, recurring, or commercial). Tasks outside that scope — such as biohazard cleanup, mold remediation, hoarding situations, exterior windows above one story, chandeliers, or heavy furniture moving — are not included unless added in writing.

We reserve the right to adjust the quoted price if the actual condition of the home or facility is materially worse than described at booking. Any change will be discussed with you before extra time is billed.

2. Access to the Property

You are responsible for providing safe and reliable access at the scheduled start time — whether by being present, leaving a key, or sharing a door/lockbox code. If our team cannot access the property within 20 minutes of the scheduled start, the visit is treated as a same-day cancellation and a lockout fee of 50% of the visit price will apply.

3. Cancellations & Rescheduling

We ask for as much notice as possible so we can re-route our team:

• 48+ hours notice: no charge.
• 24–48 hours notice: 25% of the visit price.
• Less than 24 hours / same day / lockout: 50% of the visit price.

Top Klean may also need to reschedule due to illness, weather, or vehicle issues. In that case we will contact you as early as possible and offer the next available slot at no penalty.

4. Arrival Window

Because traffic and prior jobs can run long, all start times include a one-hour arrival window (e.g., a 9:00 AM appointment may begin between 9:00 and 10:00 AM). For commercial after-hours work, we hold to the agreed start time within 15 minutes.

5. Payment

Payment is due on the day of service unless other terms are set in writing. We accept major credit/debit cards, ACH bank transfer, and Zelle. A card on file is required for recurring service.

Invoices that go unpaid more than 7 days after the due date may be subject to a 5% late fee, and recurring service may be paused until the balance is cleared.

6. Tipping

Tips are never expected, but they are deeply appreciated and go 100% to the cleaners. You can tip in cash at the visit or add a tip when paying your invoice.

7. Satisfaction Guarantee

If something was missed or doesn't meet our standard, contact us within 24 hours of the cleaning at (916) 848-1396 and we will return to re-clean the affected area at no charge. We do not issue cash refunds in lieu of a re-clean.

8. Breakage & Damage

We are fully insured and bonded. Accidents are rare but they do happen. If our team breaks or damages something, we will let you know immediately and either repair, replace, or reimburse the item up to its fair market value.

Please secure or point out irreplaceable, heirloom, or one-of-a-kind items before the cleaning so we can avoid them. We do not handle unsecured cash, jewelry, firearms, or original artwork.

9. Items & Areas We Do Not Clean

• Human or animal waste, blood, vomit, or other biohazards
• Active mold remediation
• Pest or rodent infestations
• Litter boxes (we will tidy around them; please empty before service)
• Exterior windows on the second story or higher
• Chandeliers and high-value light fixtures
• Firearms, ammunition, and unsecured valuables

10. Pets

We love pets and are happy to clean homes with them. For everyone's safety, please secure aggressive or anxious animals during the visit. Let us know in advance if a pet has special handling needs. We do not charge an extra fee for pet-friendly homes.

11. Children & Vulnerable Adults at Home

Our team uses professional cleaning products. While these are safe when used as directed, we ask that small children and pets be kept out of the rooms we are actively cleaning until floors and surfaces have dried.

12. Cleaning Supplies & Equipment

We bring all standard supplies and equipment. If you prefer we use only your products (for allergies, fragrance sensitivity, or personal preference), please leave them out and let us know in advance — we are not responsible for damage caused by client-supplied products.

13. Heat, Air Conditioning & Utilities

Please make sure the property has running water, electricity, and a comfortable working temperature (between 60°F and 80°F) on the day of the cleaning. If conditions are unsafe to work in, we may need to reschedule.

14. Weather & Safety

For the safety of our team, we may delay or reschedule visits in the event of severe weather, hazardous road conditions, or unsafe site conditions (smoke, flooding, gas leaks, etc.). We will offer the next available slot at no penalty.

15. Non-Solicitation of Cleaners

Our cleaners are valued employees we have invested in training, vetting, and insuring. Clients agree not to hire any current or recent (within 12 months) Top Klean team member directly without a written agreement. A placement fee of $2,500 applies if a team member is hired outside this policy.

16. Photos for Quality Control

From time to time our team takes before/after photos of cleaned areas (never of people, pets, or personal documents) for internal quality control and training. These photos are not shared publicly without your written permission.

17. Updates to These Policies

We may update these policies from time to time. The most current version will always be posted on this page with a refreshed "last updated" date. Continued use of our services after changes are posted constitutes acceptance of the updated policies.