A minimum of 24 HOUR notice to cancel, reschedule or postpone your appointment is required in order to avoid any Cancellation Fees. If your visit is cancelled less than 24 hours in advance, a $45 - $65 fee will occur. A $75 fee will be automatically charged if our crew arrived and is unable to gain access to your property (no key left, there's no one at home, alarm left on, cancelled on arrival...) or if cancelled less than 12 hours in advance.
The customer must provide electricity and running water, otherwise the appointment is cancelled and a cancellation fee is charged.
For Move-out Cleaning services we require the property to be empty. Please do not schedule other services (moving, painting, carpet, construction, repairs etc.) at the same time your cleaning appointment is scheduled.
Excessive cancellations of your regularly scheduled appointments may be subject to service termination.
If the condition or size of your property is different from the description you provided, your appointment may be cancelled and a standard cancellation fee of $75 will occur.
Regular cleaning service (every 1, 2, 4 weeks) customers may terminate their service agreement at any time, but a minimum of 48 hours notice is required.
We accept CASH and CHECK PAYMENTS ONLY. Please make checks out to OTH.
All credit card payments (must be pre-arranged) are subject to 3.5% service fee.
All payments are due at the time of service - unless pre-arranged. If you are not present during the service or are leaving (even temporarily), please leave your payment - either with a member of your cleaning crew or in the kitchen. If you are our Regular customer (every week or every two weeks) and forgot to leave the payment, you may pay on your next regularly scheduled visit (max. 1 late payment).
Should a check be returned for ANY reason, a $35.00 Returned Check Fee will be charged. All unpaid accounts are charged 10% late fee each month.
RECLEANS and REFUNDS
If you are not satisfied we the service provided, contact us within 24 hours and we will return to re-clean the affected area(s) at no additional cost to you.
Tips are not required, but greatly appreciated. If you are satisfied with the service provided, please tip your cleaning crew directly or by including the tip in your payment. Most of our customers tip between $5 - $20.
HEALTH AND SAFETY
Due to health and safety reasons we are unable to:
remove or clean pet and human waste and bodily fluids;
provide exterior services such as front/back yard cleaning, garage cleaning, window cleaning, sweeping etc.;
wash/clean walls, climb higher than 1.5 meters (5 ft);
move any furniture over 12 lbs or taller than 1.5 meters (5 ft);
ironing, cloth washing, dish washing;