Welcome Letter & Policies
🌟 Welcome to It’s Cleaning Time!
Live your best life — we’ll take care of the cleaning.
We’re truly honored you’ve chosen us to care for your home. Your comfort, peace of mind, and satisfaction mean everything to us. From our entire team — thank you, and welcome.
We’re committed to providing you with a reliable, thoughtful, and high-quality experience. Please take a moment to review the following guidelines. They help us serve you with the care, consistency, and respect you deserve.
✅ By Booking With Us, You Agree That:
Photos & Videos may be taken during service for training, quality control, or marketing purposes. We always use discretion, and your privacy remains a priority.
You’ll be added to our marketing and service communication list to keep you updated on promotions, new reward programs, and service-related news. You may unsubscribe at any time.
📅 Appointment Confirmations
We send a reminder via text or email a few days before your appointment. Please confirm as soon as possible.
If no confirmation is received, your appointment may be canceled to avoid assuming your availability and to allow us to offer the time slot to another client.
❗ Cancellations
Your time is valuable — and so is ours. When a cleaning is confirmed and later canceled, the cleaner assigned to your home usually cannot be rescheduled elsewhere and may lose a full day’s income.
If you need to cancel:
Please provide at least 24 hours’ notice (Monday appointments must be canceled by noon the previous Friday).
Cancellations made the day before or after business hours incur a $75 non-refundable fee.
Same-day cancellations incur a 50% charge of the scheduled service, due to lost time and labor costs.
🚪 Entry or On-Site Cancellations
If our team cannot access your home (e.g., no key, incorrect code, or locked door) or is turned away, you will be charged 50% of your regular service fee, plus tax.
Our cleaners are paid hourly, and this helps cover their lost time and transportation.
💳 Payments
Any returned checks or invalid credit cards will result in a $35 service charge.
🧼 Safety & Respect
Creating a safe and respectful environment is key for both you and our team.
Please secure syringes, sharp objects, or anything that could pose a risk to our cleaners’ safety.
Kindly store away confidential, valuable, or potentially illegal items prior to our visit.
Let us know if there’s anything out of the ordinary in your home (e.g., leaks, breakages, extra visitors). If our team notices something concerning, they may take a photo upon arrival to document the issue for your awareness and protection.
For health and safety reasons, we do not clean or handle any bodily fluids, feces, urine, vomit, or other biohazardous materials. Our team is not trained or equipped for this, and exposure puts their wellbeing at risk. Thank you for your understanding and cooperation.
🐕 Pet Policy
We love pets and treat them with care. Please share any special instructions that help us work around them safely.
If your pet is overly excited or anxious, we kindly ask that they be kept in a separate area or crate during the visit. Once we’re done and the floors are dry, we’re happy to let them back in per your request.
- If a pet causes harm to a cleaner, you agree to cover any medical expenses.
🗑️ Trash & Supplies
We bring all the cleaning supplies and eco-friendly, pet-safe products.
We provide transparent liners for small bins. For the kitchen trash, or if you prefer special products, please leave them out with instructions.
💬 Satisfaction Guarantee
We stand by our work with a 100% satisfaction guarantee — unless your cleaning time was limited by your request.
If something doesn’t feel quite right:
Let us know within 24 hours of your cleaning.
We’ll return within 24–48 hours to re-clean any missed areas.
We do not offer discounts or refunds, but we are committed to your satisfaction and will make things right.
🛡️ Bonded & Insured
We are fully bonded and insured. While our team works with great care, accidents can happen. If something is damaged, we’ll notify you immediately and work to repair or replace it.
Please note:
Our insurance does not cover items older than 5 years, or pre-damaged/loose items such as fragile blinds or ceiling fans.
If you prefer we skip cleaning certain delicate items, just let us know and we’ll leave them untouched.
🤝 Trusted Referrals
Need a plumber, electrician, or another home service? As members of BNI (Business Network International), we’re happy to connect you with trusted professionals in our network. Just ask!
💖 We’re Always Listening
Your feedback helps us grow. Whether it’s a suggestion, concern, or kind word — we want to hear from you.
📞 Call us anytime at 512-257-0052 or 512-751-0565
Thank you again for choosing It’s Cleaning Time.
We’re so grateful to be invited into your home, and we’ll do everything we can to make your space feel calm, clean, and cared for — just as it should be.
