Company Policy

To make our company work in the most organized way possible, we are implementing a new policy, and we appreciate you reading it carefully to avoid misunderstandings in the future. Please reach out if you have any questions.

1. Rate Increases

We reserve the right to raise our rates as needed to adjust for costs. However, we will always give our clients advance notice of any price increase. Examples of situations that may lead to price increases:

• Inflation;
• If the cleaning day requires more time and work than estimated based on an initial visit or online quote;
• If there were considerable changes in the house routine (e.g., new kids, pets, frequent visitors);
• Changes to the layout of your house that require more cleaning time (e.g., added bathtub, blinds, furniture).

2. Scheduling Requests

As we expand, we will soon have more full-time cleaners, but we cannot guarantee the availability of a specific cleaner or precise arrival time. You will receive an estimated arrival time 1-2 days prior to your cleaning. If you insist on a specific time, additional fees may apply to cover downtime between jobs.

3. Rescheduling

If you need to reschedule your cleaning, please notify us as soon as possible. We will try to accommodate, but postponing recurring cleanings to the following week may not always be feasible.

4. Skipping a Cleaning

If you are a Recurring Cleaning customer and need to skip a cleaning, contact us at (978) 729-5560. Skipping a cleaning may result in a $50 skip fee, unless the house is in its usual condition (e.g., due to travel).

5. Construction/Renovation

If you’ve had renovations before the cleaning day, we will apply a post-construction cleaning rate. Notify the office at least one week in advance.

6. Cancellations

All cancellations must be made by contacting us at (978) 729-5560 (call, voicemail, or text).

7. Late Changes and Late Cancellations

Cancellations made less than 48 hours before the scheduled date will result in a $50 fee. Same-day or late cancellations after 3:00 PM will incur a charge of 50% of the cleaning fee.

8. Lockouts

If cleaners cannot gain entry to the house at the scheduled time, a lockout fee equal to the full cleaning cost will be charged. Cleaners can access your house via spare key, door code, or lockbox if you are not home.

9. Happiness Guarantee

If any areas of concern are reported within 48 hours of the cleaning, we will return to re-clean those areas. We do not offer refunds on services provided.

10. Billing

Payment is due at the time of each cleaning. We accept checks, cash, Venmo, and Zelle. If payment is not received within 3 days after the cleaning, we will send a reminder.

11. Tipping

Tipping is not required but appreciated. If tipping in cash, please clearly label it for the cleaner.

12. Donations

Employees are not allowed to take any items from a customer’s home without written permission. If you wish to give something to a cleaner, please notify the office.

13. Breakage Policy

Accidents happen despite precautions. Please report breakages within 7 days. We review incidents on a case-by-case basis and will reimburse for verifiable negligence. We cannot accept responsibility for inherently unstable or delicate items.

14. Health and Safety

The safety of our cleaners is important. Make sure the areas to be cleaned are free of hazards, and temperatures are appropriate. On cleaning day, pets should be secured if they may become aggressive.

15. No Unfair Solicitation of Employees

Clients are prohibited from directly or indirectly soliciting our employees for 12 months after receiving services. A breach of this policy will result in a $250 fee per incident.

16. Special Requests

For special requests (e.g., inside oven, fridge, laundry, etc.), please contact the office in advance. Additional charges may apply.

17. Services We Do Not Offer

We do not offer services such as shopping, heavy lifting, biohazard cleaning, or cleaning heavily cluttered homes. Please contact us for a full list of services we do not offer.

18. Supplies

We bring all necessary supplies, but request 1 paper towel roll and 1-2 trash bags. If you have product preferences or allergies, please notify us in advance.

19. Harassment Policy

Nandax Cleaning Services, Inc. is committed to a harassment-free working environment. Any unwelcome behavior creating a hostile environment will not be tolerated. This includes sexual advances, inappropriate jokes, or physical contact.

20. Children on the Job

Cleaners are not permitted to take on supervisory responsibilities for clients’ children.