MIDWEST REAL HOME CLEANING


Client Policies & Service Terms 

1. Overview

These Client Policies & Service Terms outline the expectations, responsibilities, and service standards for all clients of Midwest Real Home Cleaning. By booking a service, the client acknowledges and agrees to these terms.

2. Scheduling & Appointments

Booking Confirmation — All appointments must be scheduled through the official booking system. A confirmation email or text will be sent once secured.  

Arrival Window — Cleaners operate within a standard arrival window to account for traffic, weather, and job variations.  

 Access Requirements — Clients must provide safe, reliable access at the scheduled time. If the team cannot access the home within 15 minutes, the appointment is considered a lockout and charged at the standard lockout fee.  

Client Presence Requirement — The client or an approved adult (18+) must remain on‑site for the entire duration of the cleaning service.

3. Payment Terms

 Payment Due — Payment is due on the day of service.  

 Accepted Methods — Card on file, ACH, invoice payment, 

or approved digital payment.  

Card Fee — A 3% surcharge applies to credit card payments.  

Late Payments — A $15 daily late fee applies until paid in full.  

Returned Payments — Returned or failed payments incur a $35 NSF fee.  

Disputed Payments — Any disputed or reversed payment results in immediate suspension of services until resolved.

4. No‑Touch Policy (Personal Boundaries, Appliances & Fixtures)

To protect clients, employees, and insurance coverage, a strict No‑Touch Policy is enforced.

Personal Boundaries

Clients may not:

  • Physically touch cleaners  

  • Block movement  

  • Enter a cleaner’s personal space  

  • Attempt to guide or redirect cleaners physically  

Appliance & Fixture Protection

Clients may not operate or adjust appliances while cleaners are working nearby, including:

  •  Ovens, stovetops, refrigerators  

  •  Dishwashers, washers, dryers  

  •  Microwaves, faucets, sinks  

  •  Garbage disposals, water fixtures  

Clients may not:

  •  Turn appliances on/off  

  •  Change settings  

  •  Run water  

  •  Activate garbage disposals  

Cleaners will not:

  •  Test, operate, or troubleshoot appliances  

  •  Diagnose or repair fixtures  

Work Space Respect

Clients must allow cleaners to work without interference, hovering, or crowding.

Violation

Any breach may result in:

  •  Immediate discontinuation of service  

  •  Full service charge  

  •  Permanent refusal of future services  

5. Cancellations, Rescheduling & No‑Shows

To protect employee scheduling and company operations:

 24‑Hour Notice Required — Cancellations or reschedules must be made at least 24 hours in advance.  

 Same‑Day Cancellations — Charged 50% of the service total.  

No‑Shows / Lockouts — Charged 100% of the service total.

6. Home Preparation Requirements

Clients must ensure:

  •  Floors and surfaces are reasonably clear  

  •  No active construction or unsafe conditions  

  •  No exposed needles, bodily fluids, or hazards  

  •  Pets are secured before arrival  

  •  Home temperature is maintained at a safe working level  

  •  Personal items, valuables, and confidential documents are stored away  

7. Service Limitations

Cleaners do not:

  •  Move heavy furniture or items over 25 lbs  

  •  Perform hoarding cleanouts or extreme cleaning  

  •  Handle biohazards, pests, or mold  

  •  Clean exterior windows, walls, or ceilings  

  •  Use client‑provided chemicals unless pre‑approved  

  •  Climb ladders or step stools over 2 ft  

8. Quality Assurance

24‑Hour Correction Guarantee — If an area was missed, report it within 24 hours for a complimentary correction.  

 Corrections apply only to the original service scope.  

 No refunds are issued.  

 Before & After Photos — Non‑identifying photos may be taken for quality control, training, and liability protection.

Move‑In / Move‑Out Exception

No corrections or refunds are offered once the final walkthrough is completed or the client takes possession of the property.

9. Safety & Liability

  •  Cleaners may refuse or stop a job if conditions are unsafe.  

  •  The company is not responsible for pre‑existing damage or unstable items.  

  •  Clients must secure valuables prior to service.  

  •  The company is insured for accidental damage caused by employees following approved procedures.  

  •  We do not assume liability for items improperly installed, mounted, or secured by the client.

10. Privacy & Confidentiality

  •  All client information is kept private and used only for service‑related purposes.  

  •  Employees follow strict confidentiality and professional conduct standards.  

  •  No photos or recordings of personal items or identifying information are taken.

11. Company Rights

Midwest Real Home Cleaning may refuse or discontinue service due to:

  •  Unsafe or unsanitary conditions  

  •  Boundary or policy violations  

  •  Repeated payment issues  

  •  Threatening or inappropriate behavior  

Policies may be updated as needed. The most current version applies to all future bookings.

Agreement

By booking a service, the client acknowledges they have read, understood, and agreed to these Client Policies & Service Terms.  

This is not a contract; it is a required policy agreement for all clients.


Business Statement

Thank you for choosing Midwest Real Home Cleaning. We are committed to providing reliable, high‑quality service that ensures your home feels fresh, safe, and comfortable.