Our Service & Payment Policies

Payment & Scheduling

• Payment is due at or before the time of service.
• A $60 fee applies to late payments and returned checks.
• Cancelling or rescheduling with less than 72 hours' notice carries a $60 fee.
• If you won't be home at cleaning time, please let management know in advance so we can arrange access.

Supplies & Client Prep

• Our professionals arrive with professional-grade supplies. We never use bleach.
• Prefer your own products? We'll use them on request, at your own risk.
• Please provide a working vacuum and a toilet brush for each bathroom. This is illness prevention: we don't transport vacuums or toilet brushes between homes.

Pets & Animal Safety

• Please secure aggressive, anxious, or escape-prone pets before we arrive; aggressive animals should be kenneled.
• Our cleaners may decline to work in a home where they feel unsafe.
• We can't be responsible for pets that escape through faulty barriers, doors, or gates.

Employee & Client Relationship

Our cleaners are the heart of this company, and we protect them. Clients may not hire or solicit Tidy Sister staff for off-the-books work. Doing so ends our service relationship.

Service Limitations

Honesty about limits is part of how we work. The following are outside our scope:

• No medical care of any kind: no personal hygiene assistance, no medication administration, no mobility support. Our senior support is warm, attentive, and strictly non-medical.
• No contractor-license work: handyman help stays light. No structural, plumbing, or electrical work, ever.
• Painting and non-light repairs are outside our scope.
• Carpet shampooing and exterior window cleaning: scope under review as these services join our menu. Ask when you book. (Being finalized.)

Appliances & Liability

We clean dishwashers and laundry machines with care, but we can't be responsible for damage that surfaces from their use: broken glass, melted plastics, shrinkage, or color bleeding. Clients are responsible for keeping appliances in working order.

Right to Refuse or Discontinue Service

We may decline or end service for unsafe conditions, repeated policy violations, aggression from people or animals, undisclosed communicable illness, or non-payment. It's rare, and we'd always rather talk first.

Health & Communicable Illness Policy

Why this matters: our cleaners move between many homes each week. One undisclosed illness can travel with us to households that include babies, seniors, and immunocompromised people. This policy protects every home on the route, including yours.

• Your part: tell us before your visit if anyone in the home has a communicable illness, including COVID-19, influenza, strep, E. coli, MRSA, scabies, or head lice. We'll reschedule together.
• Our part: the same duty runs both ways. If your cleaner is ill, we tell you and arrange coverage or a new time.
• Fees: rescheduling fees for illness can be waived at management's discretion. Honesty is never penalized.