Service Policies & Client Guidelines

At Fresh True Cleaners LLC, our goal is to provide exceptional service while maintaining a safe and professional environment to both our clients and our team. Please review the following polices before you schedule cleaning appointment.

Scheduling & Arrival Window

At Fresh True Cleaners LLC, we operate with an arrival window rather than an exact arrival time to ensure quality, consistency, and proper service completion for every client.

If your service is scheduled for 8:00 AM, our team will arrive between 8:00 AM and 9:00 AM. This flexibility allows us to account for travel time, traffic conditions, and the completion of prior appointments while maintaining the highest standard of service.

Access to Property

Clients are responsible for ensuring safe and proper access to the property at the time of service. If the client will not be present, they must provide a secure method of entry, such as a lockbox code, garage code, keypad entry, or a designated safe location for keys.

Fresh True Cleaners LLC is not responsible for delays or cancellations resulting from inability to access the property.

Quotes & Pricing

All pricing is based on the condition, size, and specific needs of the property. Quotes provided are estimates only and may be adjusted upon arrival if the condition of the home differs from the initial description or if additional services are requested.

Final pricing will always be confirmed before work is performed.

Additional Services

Additional services not included in standard cleaning packages may be available upon request and are subject to an additional charge. These may include, but are not limited to, interior oven cleaning, interior refrigerator cleaning, dishes, deep detailing, and other specialized requests.

All additional services must be approved prior to completion.

Valuables & Personal Items

Clients are responsible for securing or storing away any valuable, fragile, or sentimental items prior to service. Fresh True Cleaners LLC is not responsible for loss, damage, or misplacement of cash, jewelry, documents, or other high-value personal belongings.

Payment Policy

Payment is due on the day of service unless otherwise agreed. Accepted payment methods include Zelle, cash, and other approved methods.

A 3% processing fee will be added to all payments made with credit or debit card.

Late payments may be subject to additional fees.

Cancellation & Rescheduling Policy

We kindly request at least 24 hours’ notice for any cancellations or rescheduling. Last-minute cancellations or missed appointments will incur a $50 cancellation fee.

Booking Deposit Policy

A $50 deposit is required at the time of scheduling for all new clients. This deposit will be applied toward the total cost of your cleaning service.

The deposit is non-refundable if the appointment is canceled with less than 24 hours’ notice or in the case of a no-show. This policy helps us secure your appointment time and reduce last-minute cancellations.

Holiday Policy

For recurring clients, Fresh True Cleaners LLC does not provide services on recognized holidays. If your scheduled cleaning falls on a holiday, we will work with you to reschedule your service to the next available date.

Weather & Emergency Policy

The safety of our clients and team members is a priority. In the event of severe weather conditions, natural disasters, unsafe road conditions, or other emergencies, Fresh True Cleaners LLC reserves the right to reschedule services.

Pet Policy

We live pets and are honoredto serve homes with furry family members. However, pets must be secured if they may interfere with cleaning or pose a safety risk. Additional charges may apply depending on the condition of the home. We do not clean animal waste, urine, or biohazard situations.

Condition of the Home

We kindly ask that homes be reasonably picked up before service begins. Excessive clutter may result in additional charges or reduced cleaning coverage.

Supplies & Equipment

Fresh True Cleaners LLC provides all professional cleaning products and equipment needed to complete our services.

Upon request and with advance notice, we offer eco-friendly, non-toxic cleaning products for clients who prefer a chemical-free option. This request may include an additional 5% fee.

Safety & Service Limitations

For safety reasons, our team does not move extremely heavy items, work on areas higher than a standard 3-step ladder, or clean hazardous materials including human or pet biohazard waste.

Damage & Breakage Policy

While our team takes every precaution to care for your home and belongings, accidents can occasionally happen. Any damage or breakage must be reported within 24 hours of the service date. Fresh True Cleaners will review the situation and work toward a fair resolution.

Employee Screening Policy

For the safety and peace of mind of our clients, all Fresh True Cleaners team members undergo a background check before being hired. We are committed to maintaining a trustworthy and professional team.

Satisfaction Guarantee

Customer satisfaction is important to us. If you are not satisfied with any area of service, please contact us within 24 hours so we can review and address the concern when applicable.

Terms & Conditions

Fresh True Cleaners LLC reserves the right to update or modify these policies at any time. Clients will be notified of any significant changes when applicable. Continued use of our services constitutes acceptance of the updated policies.