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Terms of Service

Why do we have a Terms of Service?

Our Terms of Service exist to help our company operate smoothly and in alignment across our office team, scheduling, payments, technicians, and client expectations. Our top priorities are providing a high-quality, pre-scheduled service, maintaining a strong and reliable team, and delivering professional cleaning services you can consistently count on.

We believe the only way to do this well is by having clear expectations in place from the start. We do NOT believe in locking clients into long-term contracts or forcing service commitments that feel uncomfortable. Instead, our Terms of Service serve as a written understanding between both parties while services are being provided.

These policies are designed to promote transparency, consistency, and mutual respect and to prevent misunderstandings or frustration down the line. Expectations and communication are everything to us, and our Terms of Service help ensure a positive experience for everyone involved.

What services do you offer?

Clean by Nature focuses primarily on recurring residential cleaning services. We offer weekly, biweekly, and every 4-week scheduled cleanings, with a dedicated day and time reserved specifically for your home. This allows us to provide consistent service and dependable scheduling you can plan around.

We also provide Top-to-Bottom Deep Cleanings, one-time cleanings, appliance detailing, and additional add-on services as needed.

Prior to each visit, you’ll receive both email and text reminders three days and one day before your appointment. Please review our Cancellation Policy for important information regarding changes to your scheduled service.

How do I get on your schedule?

To reserve a spot on our schedule, all services require a valid card to be kept on file. Your appointment is not secured until payment information has been received.

For recurring services, a card must remain on file at all times. Payment is processed after each cleaning is completed, allowing for a smooth and consistent billing experience.

What is your arrival window?

We operate with a 1-hour arrival window for morning appointments (9:00 AM-10:00 AM) and a 2-hour arrival window for afternoon appointments (12:00 PM-2:00 PM). For work-in appointments, the arrival window may extend up to 3 hours, which will always be communicated at the time of scheduling. You will always receive a text message when we are en route to clean your home.

Our scheduling hours are Monday through Friday, 9:00 AM-6:00 PM. In consideration of our cleaning technicians’ family time, we do not schedule homes to be completed after 6:00 PM.

If you require a specific arrival time or narrower window, please notify our office in advance and we will do our best to accommodate when possible.

What do you NOT clean?

  • We do not make bunk beds or move any furniture due to our insurance policy.
  • We do not clean mini blinds due to their fragile nature and sharp metal edges.
  • We do not clean biohazard conditions or human/pet fecal matter.
  • We do not clean electronics (including TV screens, keyboards, or smart home devices).
  • We do not clean hoarding situations.
  • We do not wash walls.

Clutter policy: We do not perform maid services such as dishes, laundry, or excess tidying without it being added to your service for an additional cost. Homes with high clutter will need to have an organizational or quick prep service before we can perform the cleaning service. We will skip any surface or area that is 75% or more covered in clutter. Please inquire for a customized price if you’d like to include any of these services.

Cancellation & rescheduling policy

To ensure fairness to our cleaning technicians and maintain consistent service quality, Clean by Nature requires a minimum of 48 business hours’ notice (excluding weekends) for all cancellations or reschedule requests.

  • Cancellations with less than 48 business hours’ notice will incur a 50% service fee.
  • Same-day cancellations will incur 100% of the service fee. This includes, but is not limited to: lockouts, failed or declined payments, lack of access to the home, or unavailable utilities. These situations are treated as same-day cancellations.

Recurring service skip fees:

  • Weekly: $10
  • Biweekly: $15
  • Monthly: $35

Rescheduled appointments must take place within 5 business days of the original service date to avoid additional fees. Appointments moved outside of this window will incur a $10 fee per week outside of the regular schedule.

To cancel or reschedule your service, please submit a request through our form: https://form.jotform.com/251354830916054 or contact our office at (678) 570-8674.

Cancellations or reschedule requests are not accepted via text message.

What if I need to pause service?

We understand that life happens, and we aim to make pausing service as simple and stress-free as possible. If you need to temporarily pause your cleaning service, our office will send a confirmation email outlining the effective pause date and the adjusted pricing for your future visit when service resumes.

Please note:

  • Services paused for 30-90 days will require a General Initial Cleaning to restart service.
  • Services paused for more than 90 days will require a Top-to-Bottom Deep Cleaning prior to resuming regular visits.

These requirements help ensure your home meets the consistent 5-star standards you have come to expect from Clean by Nature.

If your home undergoes renovations or construction during the pause period, please contact our office so we can provide a custom quote for restarting services.

Payment processing policy

All payments are processed via credit or debit card on the day of service. We do not accept cash or checks.

All recurring clients are required to have a valid credit or debit card on file prior to services beginning. It is the client’s responsibility to ensure payment information remains current so invoices can be processed promptly once services are completed.

Clean by Nature reserves the right to pause services if an invoice remains unpaid for five (5) days. All past-due invoices will incur a $35 late fee, and 1.5% interest will accrue monthly on any outstanding balance. Services will not resume until the account is brought current.

Service guarantee

We offer a 24-hour Service Guarantee. If any area of your home does not meet expectations on the day of your cleaning, it is the client’s responsibility to contact our office within 24 hours of the appointment. Once notified, we will return to re-clean the affected areas within 24 hours at no additional cost.

Prompt and honest feedback is essential to our success. It allows us the opportunity to correct any oversight and maintain the high standards we strive for because, as the saying goes, “you don’t know what you don’t know.”

Refunds are not offered.

Change of service order & add-ons

All details and expectations for your routine cleaning visits are reviewed during your initial consultation prior to services beginning. That said, we understand that schedules and needs can change from time to time, whether due to home projects, repairs, travel, or guests.

If any adjustments or add-ons are needed for a scheduled visit, please notify our office as soon as possible. Changes must be requested at least two (2) hours prior to your scheduled appointment and are subject to availability. Requests made within two hours of the appointment may not be able to be accommodated.

Providing advance notice allows us to update the work order and properly notify the cleaning technician so your service runs smoothly.

Oven cleaning policy

If your oven requires a self-clean cycle, please run the cycle the night before your appointment. This allows our technicians to safely and thoroughly clean out the interior during your scheduled cleaning time.

For safety and timing reasons, we are unable to run the self-clean cycle during your appointment.

Please note: We are unable to clean self-cleaning ovens unless the self-clean cycle has been completed prior to our arrival. We cannot use any chemical oven cleaners inside self-cleaning ovens, as they can damage the protective enamel coating. Thank you so much for your understanding and for helping us care for your appliances properly.

How do you price your services?

All of our services are priced using a flat-rate model, meaning you are quoted a set price for the job rather than an hourly rate. Pricing is based on your home’s square footage, number of bedrooms and bathrooms, and where the home falls on our Home Condition Scale.

Our goal is to keep pricing as consistent and predictable as possible. Flat-rate pricing allows for clarity, eliminates surprises, and helps you plan confidently within your household budget.

If you ever need services outside of your routine cleaning, please contact our office in advance so we can adjust the schedule, update job instructions, and revise the final invoice if needed.

How can I tip my cleaner?

Tipping is never required, but it is always sincerely appreciated by our cleaning technicians. A typical tip ranges from 10-20% of the service total, though any amount is always welcome.

We understand that many clients are not home during their cleaning visits. If you’d like to send a “thank you” for the care and attention your technician gives your home, you’ll receive a text after each service with the option to leave feedback and add a tip of your choice.

Your kindness and support mean a great deal to our team and never go unnoticed.

Do I need to be home or prepare anything for your arrival?

You are not required to be home for any of our services. This is completely based on your comfort level. All of our cleaning technicians are fully vetted and background-checked before entering any client’s home, so you can feel confident and at ease.

We understand that many clients work from home. Our trained professionals are happy to work around your schedule and can communicate their workflow upon arrival if needed.

To make the most of your scheduled cleaning time, we ask that personal items such as toys, clothing, and general clutter be picked up or lightly tidied before we arrive. This allows our team to focus on detailed cleaning rather than pre-cleaning organization.

Please note: Heavily cluttered areas, well-loved playrooms, and piles of laundry will not be moved or cleaned, and our technicians will work around these areas.

How many people will be cleaning my home?

We primarily operate using a solo-cleaning model.

For recurring services, one cleaning technician is assigned to homes under 3,500 square feet. If your home exceeds 3,500 square feet or the scheduled cleaning time is expected to exceed four (4) hours, we will assign two technicians.

For first-time cleanings or deep clean services, we assign two or more technicians based on the scope of work and scheduling needs. Individual technicians will not be scheduled for more than four (4) hours each.

Example: If your deep cleaning is estimated at 10-12 labor hours, we may assign three technicians for up to four hours each to complete the service efficiently.

Will I always have the same cleaner?

We build our schedules using route optimization to ensure our cleaning technicians are traveling efficiently and responsibly. For example, the last thing we want is for a technician to drive from Grantville to Fayetteville and then back to downtown Newnan all in one day. This helps conserve fuel, reduce unnecessary drive time, and keeps our team energized and focused.

While we aim for consistency whenever possible, there may be times when a different technician is assigned due to scheduling conflicts, illness, time off, or other unforeseen circumstances. We also rotate technician schedules periodically to support a healthy, upbeat work environment.

Clean by Nature reserves the right to adjust technician assignments, even at the last minute, to ensure your home is not skipped or rescheduled due to staffing changes.

Rest assured, all of our technicians are trained the same way, and consistency is a top priority for us. No matter which technician arrives, you can expect the same reliable, high-quality cleaning every visit.

Do I have to provide any supplies?

Clean by Nature provides all necessary eco-friendly cleaning products to maintain your home at our standard level of care. Our technicians are fully trained on the products we use, and for the safety of both our staff and your home, we do not use client-supplied products.

For sanitation purposes, we do require that each bathroom have a toilet brush available. This helps us maintain proper hygiene standards and ensures brushes are not moved from room to room.

What products do you use?

We use high-quality, eco-friendly cleaning products that are safe for your home and effective on a wide range of surfaces. We do not believe your home should ever be a place for experimentation, and we take seriously the trust you place in us to use the right products correctly on each surface.

Our technicians are trained on proper product selection and application, and we are committed to delivering consistent, professional results every visit. We value the confidence you place in our team and strive to exceed that trust with every cleaning.

A copy of our Supply List is available upon request.

Pet policy

Our team absolutely loves fur babies. Friendly, people-safe pets are welcome to remain in the home during your cleaning.

If your pet is kenneled within a room, our technicians will clean the room but will not clean in or around the kennel itself. If pets are free-roaming in a specific room or area, that room will not be cleaned for everyone’s safety and comfort.

Any pet-related instructions and locations will be documented in your work order (for example: dog kenneled in primary bedroom).

All aggressive or reactive animals must be kenneled, placed in a separate room, or kept outside during the service. If our team arrives and is met by an aggressive animal, Clean by Nature reserves the right to delay or decline service until appropriate arrangements are made.

The safety of our cleaning technicians is our top priority.

Bug & rodent policy

Clients are responsible for maintaining and monitoring their homes for bugs, rodents, and other pests. Clean by Nature reserves the right to refuse or discontinue service if there is evidence of an active or visible infestation.

In cases where professional pest control is required before cleaning can safely resume, the visit will be treated as a same-day cancellation and subject to our standard 100% cancellation fee. This fee helps compensate our technicians for lost time and the disruption to the day’s schedule.

The safety of our staff is a top priority, and we appreciate your understanding in helping us maintain a safe working environment.

Rate increase policy

Clean by Nature reserves the right to adjust service rates as needed. Clients will always be notified in advance of any pricing changes and given ample notice prior to a rate increase taking effect.

Trash policy

All trash collected during your cleaning will be placed in a large bag and left in an animal-safe location, such as inside the garage or in an accessible outdoor trash can near the home.

For safety and sanitation reasons, we do not remove trash from the property or transport it in our vehicles.

Entrance & lockout policy

Access to the property is required on the scheduled service day and during the scheduled arrival window. All entry instructions (door codes, garage codes, lockboxes, or hidden keys) must be provided prior to the day of service.

For security reasons, we do not carry or store client keys. All access methods must be located on the property, such as a lockbox, hidden key, garage access, or door code.

If our team is unable to access the home upon arrival, we will attempt to contact the client immediately for alternative entry instructions. If access cannot be provided that same day, the visit will be treated as a lockout and a 100% service fee will be charged to the card on file. This fee compensates our technicians for lost time and the disruption to the day’s schedule.

Photo policy

Clean by Nature may take non-personal before-and-after photos for first-time cleanings, vacant properties, or in the event of an accident or damage.

All photos are securely stored in your job file and used solely for documentation and quality assurance purposes to maintain the integrity of the work performed.

Make-ready / vacant home cleanings

All make-ready and vacant property cleanings require active utilities (water and electricity) to ensure proper and safe service.

Properties must be completely vacant and free of trash, construction materials, or debris prior to our arrival.

Please note:

  • Garage areas are not cleaned unless requested in advance and approved at an additional fee.
  • We do not haul away or remove post-construction, renovation, or moving debris.

All entry and exit instructions must be provided prior to the scheduled cleaning date. Clean by Nature will communicate exclusively with the client responsible for payment regarding service details and access.

Holiday schedule

Clean by Nature is closed for all services on major holidays, including New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving Day, and Christmas Day.

Cleanings scheduled within five (5) business days before or after the holidays listed above may be subject to schedule adjustments due to high demand.

During the weeks of Thanksgiving and Christmas, all cancellations or reschedule requests are subject to a 48-business-hour cancellation policy. Requests made with less than 48 business hours’ notice will incur a cancellation fee.

These policies help ensure our technicians maintain full schedules and avoid lost work during our busiest seasons.

Breakage / damage policy

Accidents can happen, and Clean by Nature is fully insured. Any incident will be documented and thoroughly reviewed at the time it occurs, as each situation is unique.

If there are items in your home that are sentimental, irreplaceable, or especially fragile, we ask that these be discussed during your consultation. Notes will be added to your job instructions so technicians are aware not to clean, touch, or move those items.

Our goal is to handle your home with care while maintaining transparency and clear communication should an issue arise.

Right to terminate / refuse service

Both the client and Clean by Nature may end services at any time.

Clean by Nature reserves the right to pause or cancel services due to non-payment if an invoice remains unpaid seven (7) days after the due date. Services will not resume until the account is brought back into good standing.

Clean by Nature also reserves the right to terminate services at any time if it is determined that the client and Clean by Nature are no longer a good fit. This may include, but is not limited to, the following circumstances:

  • The home has become unsanitary or unsafe to clean.
  • Client expectations fall outside the scope of services we provide.
  • Requested services are beyond what Clean by Nature is able to perform.
  • A cleaning technician feels unsafe on the property.
  • Repeated cancellations create ongoing scheduling disruptions.
  • Drugs or other illegal substances are present in the home.
  • Soliciting or attempting to hire Clean by Nature employees for private work.

These policies are in place to protect our technicians, ensure service quality, and maintain a respectful working relationship for all parties.

Solicitation of employees

Clean by Nature strictly prohibits the solicitation or “poaching” of our employees. Clients may not offer side work, direct hire, or private cleaning opportunities to any member of our team.

Soliciting our employees places them in an unfair and uncomfortable position and undermines the trust we work hard to build with our clients. We invest significant time and resources into recruiting, vetting, training, and retaining our technicians to ensure you receive the highest level of service.

Any attempt to solicit or hire a Clean by Nature employee for private work will result in the immediate termination of all services, loss of any unused gift cards or referral credits.