Checklists

Our most satisfied clients know that achieving the perfect clean is a team effort. It starts with us delivering an impeccably clean home and you being fully informed about our cleaning process. You've already got a glimpse of how we operate...

Please review the comprehensive list of policies below to understand the services we offer. If you have any questions, feel free to reach out at any time. We're just a reply away!"

Cleaning Policies:

Smile – We understand it can be stressful having a stranger in your home, but rest assured that our cleaners are true professionals who have been thoroughly screened for your protection. We kindly ask that you treat them with respect and kindness, as they are dedicated individuals who want to do a great job for you. Confronting and directing them can be stressful and may hinder their performance. If you ever have any concerns with a cleaning technician, please contact our office, and we will handle it promptly. We manage our staff so you don’t have to!"

Pets –We adore pets! However, please ensure that any pets that might pose a threat are secured. Additionally, we kindly ask that any pets that could interfere with or interrupt the cleaning process be put away."

The Hairy Hitchhiker – It doesn’t happen all the time but it has, and it could be the toilet or floor as well. We have fully vetted and tested our cleaning techs so we know they have the utmost intention to leave your home sparkling clean. However, there are times where dust and hair may settle after the job has been completed. We do our best to spot this by performing a walk-through of the home prior to leaving, but at times when a door is shut or someone walks by swiftly it can kick something up that was hidden during the cleaning and moved to the top of a surface. Please understand that we are not perfect even though we strive to be. 

Who’s the Cleaning Technician – We follow a solo cleaning model, assigning one cleaner to most homes. Depending on the condition and size of your home, the cleaning can take anywhere from 1 to 8 hours. Occasionally, we may add additional cleaners if scheduling permits, especially for the initial cleaning. Our cleaning technicians are highly trained professionals, known for their efficiency. So, don't be surprised if a single cleaner manages to clean a 3000 sq ft home in just 4 hours—that's what we do!". Also, this is a House Cleaning Company. Our Cleaning Technicians are not personal house cleaners and clients may get a different cleaning tech at random.

Communicating Details – If there is something about your home or cleaning that is a specific request or unusual, please contact our office directly. This way we can add to your account notes so that anyone cleaning your home will have access to this information. If you tell your cleaning tech, it may or may not be communicated to our office, and the next tech to clean your home may not have this new information about your home. 

Do I have to be home? – It is not necessary for you to be home while we clean; in fact, it's often best if you're not, so our cleaning technicians can provide the highest quality service. If you do need to be home, please minimize distractions to allow our technicians to work uninterrupted. Try to schedule the cleaning when fewer people are present. Ensure children are kept in another area, as we use products and equipment that may not be safe for them. If you plan to inspect the cleaning, please wait until the technicians are packing up to leave. Additionally, make sure that all cleaned surfaces have dried before using the area."

Clutter – Please don’t “clean” before we arrive, but do “tidy up” as much as possible. If there is an area where 5 or more items are we will simply dust or clean around and they will not be moved. 

Extreme Clutter – We have found when we figure the time it would take for us to clean major cluttered areas that it will not fit in most people’s budget to pay us. Since we cannot handle these kinds of tasks in an efficient manner, we have chosen not to offer this kind of cleaning as a service that we can perform. We do not provide services for hoarder homes, excessive clutter, mold or pet clean-up. SEE EXAMPLES BELOW

Porous Surfaces – Porous Surfaces in your home ie: moldings, old paint on baseboards, caulk, shower doors, bathtubs, furniture, counters, etc. may not appear to have been cleaned due to the nature of a porous surface. They contain small crevasses that hold trapped dirt for years and can be nearly impossible to get 100% clean without the use of abrasive actions that can potentially cause damage to the surface. Homes that have these types of surfaces and have not had them refinished to a smooth surface can cause the appearance that the item(s) have not been cleaned when in fact they have been. We can clean over surfaces like this many times and still have the same visual results. Please take a good look if you feel an item like this has been missed before the assumption is made that it was not cleaned.

Hard water – We do not have the proper chemicals or supplies needed to thoroughly remove some hard water issues. Although we will do our best, we cannot guarantee the removal of all hard water. Heavy build-up over time means layers upon layers of mineral deposits and possible damage to the underlying surfaces. Many times the chemicals needed to eat through the layers are caustic and beyond the scope of what we offer as a service.

Bleach/other cleaning chemicals – Should you choose to use bleach or other cleaning chemicals for specific cleaning tasks, we kindly ask that it be provided by you, the homeowner. Please note, while we are committed to handling all provided products with care, Reno Custom Cleaning will not be liable for any potential damage caused by the use of bleach. Cleaning Techs must get approval from the office.

Pricing – We reserve the right to change the pricing or discounts if we see that your home’s circumstances are not typical, or if the incorrect booking options had been selected for your home. A 2500 square foot home is a 2500 square foot home regardless of what areas we are cleaning in the home.

Flat Rate Pricing – We chose flat-rate pricing by selecting square footage to simplify the process for you, and to make it simple to schedule by phone or online. By pricing upfront like this, we have nothing to hide and do not guarantee how long or how many cleaners will arrive, the price is simply the price and not based on an amount of time. If you have specific tasks that you would like to be completed and are not based on our cleaning checklist, please contact our office.

Rate Increases – We reserve the right to raise our rates to adjust for costs at any time. You will be given advance notice of a price increase.

Breakage – It’s bound to happen. We hate it when it does and we do our best to prevent it! The following is critical information regarding our breakage policies: 

• Sometimes breakage occurs when there are “booby traps”. Those are accidents waiting to happen (pictures not hung securely, top-heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot accept responsibility for “booby traps”. Please remove unstable breakables to a place we do not clean. 
• We will pay up to $100 per breakage item when the value is verifiable. Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.
• In some cases, we will have the broken item repaired by a professional restoration company. Breakage values over $25 must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 24 hours of discovery.
• Old blinds: We cannot accept responsibility for damages to older blinds. Over time many blinds become brittle and break off easily with any kind of pressure. This includes the pressure that may need to be applied in order to adequately clean the blinds. Also, old mechanisms can break easily just by opening and closing the blinds. If this is a risk you cannot accept, please let our office know which blinds we should not clean and we will add to your notes.

100% Satisfaction Guarantee – We don’t stop until you feel good about your home! Please note that refunds (and partial refunds) are not offered. A Re-Clean will only be completed within 2 business days from your date of service, otherwise, it will be considered denied.

Cancellations/Reschedule – Any cancellations or rescheduling within 24 hours before your scheduled service will result in a 50% rate of service late cancellation fee. If your cleaning is scheduled on a Monday, let us know before 9 AM on the Friday before to avoid the fee.  If a cleaning technician arrives at your home and cannot gain entry or is denied access, a lockout fee of 50% of the full price of the cleaning will be charged. Clients may reschedule within the same week with no fee attached.

Unfair solicitation – Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. Please do not solicit our employees for side jobs or direct hire. Not only does this place our employee in an awkward situation, it is unfair for our company that has put in all the time, effort, and money for recruiting, hiring, and training this individual. If you decide to solicit an employee for private hire, all future services will be immediately terminated.

Services We Do Not Offer –

•    Full wall cleaning
•    Laundry
•    Dishes   
•    Heavy Lifting over 25 lbs ( Insurance Requirements)
•    Cleaning of Bodily fluids, mold, toys, pet waste, or other biohazards (we do clean minor         areas in bathrooms)
•    Cleaning above 6 feet. We do not offer using a step ladder higher than 2 steps (Insurance Requirements)
•    Construction cleaning, steam cleaning, carpet cleaning, patios, garages, TV/Computer  screens, window cleaning
•    Inside curios, inside china cabinets, inside stocked cabinets, inside drawers.
•    Behind closed glass or solid doors on shelving units or furniture
•    Heavily soiled areas
•    Hard water/mineral removal
•    We use company-provided cleaning supplies only

Extra Services – for an additional cost (contact us for current pricing)

•    Change sheets (1 sheet change is included in whole house cleaning) 
•    Wipe baseboards/doors (Included in deep clean and move-out cleans)
•    Inside Fridge (Included in move-out cleans)
•    Inside Oven (Included in move-out cleans)
•    Inside Cabinets (Included in move-out cleans)
•    Deep couch vacuum pet hair
•    Duvet change
•    Inside dishwasher
•    Stovetop hood vent screens
•    Oil wood furniture
•    Grout scrub 
•    Hand wash ceiling fan (within reach of 2-step ladder)
•    Light fixture globes (must be taken down and put back by client)
•    Scrub air vents (must be taken off and put back by client)

Tipping – Please remember that house cleaning is part of the service industry. If your Cleaning Technician takes care of you, take care of them. Tips are greatly appreciated.

Billing – Payment is due at the time of service and your credit card will be charged the day of each cleaning visit. If your credit card is declined, we ask for this to be remedied within the same day. After this, the service will be paused until payment is made. If your service is paused, your place in the schedule may not be held. A late payment fee of $15 may be accessed after 5 business days overdue unless our office was contacted and prior arrangements were made. No exceptions after the first incident.

Skipping– You are welcome to skip service if you are a recurring customer, we understand things happen. We do ask for at least 48 hrs notice.

*** Our full policy will be provided when you sign up for our services

-Weekly Skips one $10 addition on the next visit

-Biweekly skips one $15 additional on the next visit

-Monthly Skips one $35 additional on the next visit

Reschedules made 5 business days out of the original service date are subject to the fee of $10 for each week outside of the regular recurring schedule

If a cleaning appointment is canceled less than 24 hrs. In advance or we are locked out of home day of service, a 50% rate of service will be charged based on the rate of your scheduled service

*Please be vigilant on your cancellations, skips or rescheduled to avoid extra fees.

Reno Custom Cleaning takes responsibility for employees and their actions. Our policies are designed to help minimize risks and abuse and are not intended to avoid responsibility. Please do not hesitate to call if you need further clarification of our policies. Thank you for your confidence in allowing us to handle life’s most expensive possession – your home!