Policy Overview
• Clients must pick up their home before our arrival.
• We do not pick up a messy home during cleaning.
• A tidy-up service is available and can be ordered separately or added to a cleaning.
• Without this service, we do not handle heavy messes.
What To Do If You Encounter a Mess
Step 1: Assess the situation
- Decide if it is a light mess or a heavy mess.
Step 2: Document
- Take a clear photo or short video.
- Send it to the office and report the issue.
Step 3: Follow severity guidelines
Light mess:
- Straighten items and clean as usual.
- Vacuum if needed.
- Do not dust extra clutter.
- Office will notify and warn the client.
Heavy mess:
- Office will review the photos and assess.
- Office will contact the client.
- Cleaning may be rescheduled.
- Client may order a tidy-up service before cleaning can proceed.
- Wait for office instructions before continuing.
Notes for Staff
• Heavy messes are rare.
• Mess on beds or dressers is acceptable — clean around it.
Clutter ≠ Mess:
• Clutter = items left out, but manageable. Work around it.
• Mess = disorder that prevents proper cleaning.
• A messy home is very different from just one messy bedroom or bathroom.
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