Company Policy

Cleaners 911 provides the products and equipment necessary to clean your home. Our products are earth-friendly and completely safe for your surfaces. If you would like us to use a product we do not carry, then please provide that product and we will be happy to use it in your home. We cannot, however, guarantee the safety of products that you provide. For heavy build-up or stains, we may request your permission to use a stronger cleaning agent, which may contain toxins. Please ask our office if you would like more specific information on our products. We are happy to customize cleanings to fit individual needs. Please communicate these needs to our management staff and we will be happy to accommodate, so long as the requests are for tasks in which our cleaner has been professionally trained. We offer several different types of cleanings tailored to your needs.


Cleaning Times: We do our best to be prompt and meet the cleaning time indicated, but traffic and other clients may affect our schedule. If your scheduled cleaner is going to be more than 15 minutes late, we will contact you. If no arrival time is indicated, then the cleaning will be completed between the hours of 8:00 a.m. and 5:00 p.m. Our cleaners appreciate your flexibility. When possible, please allow for an open time frame rather than an exact arrival time. Payment Policy: Payment is due on the day of service. Late Fee: Overdue payments are subject to a late fee of $25.00. In addition, interest will be charged at the rate of twelve percent (12%) per annum on all overdue amounts. Late Cancellation/No Show Fees: If you wish to cancel or reschedule a cleaning appointment, at least 48 business hours' notice (excluding weekends) is required. We must adhere strictly to this policy in order to prevent lost wages for your cleaner. If a cleaning appointment is cancelled less than 48 hours in advance, or if the cleaner is unable to enter the house, a cancellation fee of 50% of that cleaning's cost will be charged. If an open ended (hourly) cleaning is cancelled less than 48 hours in advance, a cancellation fee of $75.00 will be charged. If a cleaning is rescheduled by the client less than 48 hours in advance, rather than cancelled, a fee of $25.00 will be charged.


On the rare occasion that Cleaners 911 must cancel a scheduled cleaning appointment with less than a 48 hour notice, and has no available openings for another cleaning appointment within the next five business days, the next cleaning will be provided at half price. On the rare occasion that Cleaners 911 must reschedule an appointment with less than a 48 hours advance notice, a $25.00 credit will be offered on the next cleaning. If our offer to reschedule is refused by the client for any reason, no credit will be granted. Assigned Cleaner: Your assigned cleaner will be your default cleaner with the exception of illness, vacation, personal emergency, or an ongoing schedule change. In the event that your default cleaner has an ongoing schedule change or no longer works here, s/he will be replaced with another trained cleaner who will have your home's customized Work Order. You are welcome to audition multiple cleaners until you find your ideal match.


Cleaners 911 strives to provide outstanding cleaning services for our clients. If you are unhappy with any cleaning service provided, you are required to notify us within 48 hours of service in order for us to address and correct the problem. If we receive prompt notification, we will come back to examine the problem. If the problem involves the quality of service we have provided, we pledge to correct the problem at no charge and additionally provide one half hour of cleaning services at no extra charge to compensate for your inconvenience. If we do not receive notice of a problem within 48 hours of the cleaning, or if you decide to correct the problem yourself, we will not be able to correct the problem for you nor will you be compensated for your inconvenience. If you have purchased hourly cleaning, we can only guarantee that a cleaner will stay for the specified amount of time. We may not be able to complete all tasks if time runs short. Therefore, if the problem involves the time needed to complete the cleaning service rather than the quality of the service itself, we can only correct the problem if you purchase additional cleaning time.