Service Policies

No Surprises. Just A Clean Home.

Terms Of Service
This is not a contract, but a terms of service so that everyone knows what to expect.
                                                                                                                                                   

We do require a signed Terms of Service to be signed to begin service. One will be emailed to you or you can sign using the link below.

1.You will be prompted to enter your email and then just sign!
2. You Will receive a Verification email from Sign Request after signing, Just verify and you're ALL DONE!

Sign Our Terms of Service
                                                                                                                                                  


Our happiest clients understand that it takes two for the perfect clean, and that begins with us giving you an awesomely clean home, and with you understanding exactly what will be done when we clean your home. So far, you know a little about how we operate….

Smile  – We know it can be stressful having a stranger in your home, rest assured that our cleaners are true professionals and have been thoroughly screened for your protection. We ask that you be pleasant with your cleaners, they are great people and want to do a good job for you. Please be aware it can be very stressful for them if they are confronted and told what to do. This causes them to be uncomfortable in your home and distracts from doing the best job for you. If you ever have an issue with a cleaning technician, please call our office and we will take care of it. We will manage our staff so you don’t have to!

Services- We specialize in Residential & Commercial  cleaning services.  We offer Top To Bottom Deluxe Deep Cleans, Weekly, Bi-Weekly, and Monthly recurring services.  We also offer Priority Cleans as well as Post Construction cleans.  For all visits you will receive an email reminder  3 days prior  and text reminder 1 day prior to your appointment. Please see our Cancellation Policy in regards to rescheduling/canceling your visit.


ETA’s   - At Southern Clean Pros, our schedule can shift throughout the day since we’re in the service industry. If you’d like to know your cleaning pro’s estimated time of arrival, please call or text our office the day before your scheduled clean. If you have specific needs, such as a morning appointment, let us know as soon as possible and we’ll do our best to accommodate your request. Unless you have stated that you need a specific appointment time these can fluctuate. 

Who’s Cleaning – We use a solo-cleaning model.
For Recurring Service  - we will only be sending 1 cleaning tech to your home. There may be times when the schedule requires us to send 2.
All Deep Cleans / Post Construction Cleans -  we will assign 2 or more cleaning techs based on the size of the home. . Example: your deep clean is approximately 10-12 man hours, we will send 2 technicians for 5-6 hours each or 3 technicians for 4 hours each.

Will I have the same Cleaning Pro - We create our schedules based on route optimization to ensure our techs are using their fuel consumption conservatively. With that said, occasionally we will send a different tech due to scheduling conflicts, or if your regular tech is unavailable, sick, etc. We also rotate our techs schedules to keep their schedule fresh, as well as a healthy upbeat work environment.

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 required that you are home while we clean, If you are home, please eliminate as many distractions as possible so your cleaning tech can work uninterrupted. Try and schedule when there are fewer people in the home. If you plan to inspect the cleaning, please wait until the end while the cleaning tech(s) are packing up to leave. Also please make sure if we have already cleaned an area that all surfaces have dried before you start to utilize the area.


Pets –  Our Cleaning Pros love pets and your fur babies will get loved on while they are there, if they are out and about.  But please secure any pet that may be aggressive.  If there is a room they are in that we don’t need to clean please let us know and we will add the notes to your account. 

 

Insect/Rodents - We expect our clients to maintain and monitor their homes for bugs/pests/rodents.. We reserve the right to refuse service if the home has visible infestation and may require professional pest control services. In such an event Southern Clean Pros will consider this a cancellation and follow standard procedure of the cancellation policy of a 50% charge of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.

If a technician encounters live bugs or signs of an active or recently untreated infestation during a cleaning appointment:

  • The cleaning will be immediately paused and may be terminated at the technician’s discretion.
  • The client will be responsible for 50% of the total service cost to compensate for time, lost time and travel.

  • A $150 sanitation fee will be applied to cover the cost of disinfecting and treating equipment, supplies, and employee vehicles.

Trash Policy   - We will put all trash in a large bag and place it in an "animal safe" area (Example: Inside the garage or the Trash can if it is near the home and accessible. We DO NOT take the trash with us in our vehicles.


Entrance/Lockout Policy   - We require access to the clients property on our scheduled appointment day/time. Information regarding entrance to the property (door code, key, garage code, etc) must be provided BEFORE service that day.

If in the event we are locked out of the property we will contact the client immediately and ask for an alternative entrance, or if entrance cannot be provided that same day then a Lock Out Fee of 50% of the cost of services will be charged to the clients card on file. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule.


Clutter – Don’t “clean” before we arrive, but do “pick up” as much as possible. Our cleaning technicians will tidy up light clutter (straighten items, fold blankets, stack papers, etc.) so surfaces and floors can be cleaned properly.

*If an area is heavily cluttered (large piles of clothes, toys, boxes, dishes, paperwork, etc.), we will clean around the cluttered space to the best of our ability.
*We do not reorganize or make decisions about personal belongings — everything will be left neat and in place.

What This Means for You
   

  •  Areas that are blocked or inaccessible due to clutter may not be cleaned in full.
  •  If extra tidying is needed beyond light straightening, additional time or services may be recommended.

Hard water –. Although we will do our best to remove hard water stains,, 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.


Power  - Access to working electricity is required for Southern Clean Pros to complete any cleaning service. Some of our equipment depends on electricity to operate effectively. Please ensure that power is available at the property during the scheduled service time so we can deliver the high-quality results you expect.


Deep Clean Pricing –  Deep cleans are always quoted in a range based on the amount of time we estimate the job will take. If a situation arises where more time is needed than originally anticipated, we will always contact you first for approval before any additional charges are applied.  If additional time is denied the team will use the remainder of their time to complete a maintenance type clean in the areas that are left. 


Recurring Service / Flat Rate Pricing –  we use flat-rate pricing based on your home’s square footage and the number of bedrooms and bathrooms. This simplifies scheduling by phone or online and ensures you know your cost upfront — no surprises. Our pricing is not based on how long the clean takes or how many cleaners arrive; the price is simply the price. If you have specific tasks outside of our standard cleaning checklist, please contact our office in advance so we can discuss accommodations.


Payment Processing - All  Clients are required to have a Credit/Debit card on file PRIOR to services beginning, unless previously discussed.

All First-Time and One-Time Cleans require a 25% deposit to reserve your appointment deposit is non-refundable and non-transferable to another date. We require this due to the significant amount of time these services block on our schedule and the preparation needed to complete them properly. This goes towards the balance.  The balance will be billed to the card on file the day of the cleaning. 

All payments are processed by Credit Card on the day of service. We do not accept cash or checks. If there is if an overcharge occurs—meaning we charged the full quoted amount, but the full amount of cleaning time was not required—the difference will be refunded on the following business day.
If additional time is required and approved after the original payment has been processed, a separate charge will be issued for the extra time.


100% Satisfaction Guarantee   - We have a 24 hr satisfaction guarantee. In the event that any areas are not cleaned to satisfactory on the day of cleaning then the client has the responsibility to contact the office within 24 hrs of their appointment and we will return to reclean the areas at no cost.

Your honest and quick feedback is KEY to our success in fixing any error made on our end. Like the saying goes….”You don’t know, what you don’t know”   

We do not offer refunds.


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.


Tipping  - Tipping is not required, however it is always greatly appreciated by our staff. Standard amount is 15%-20% of the cost of service. Oftentimes our clients are not home, however we know that you greatly appreciate all our techs attention to detail in your home to make sure its a place of rest for you. If you would like to send them a “Thank You” tip then after each cleaning you will get a text with the option to leave feedback and a tip of your choice. You may also leave cash or add a one time or recurring tip to you card as well. 


Photos - Southern Clean Pros takes non-personal before and after photos of all first-time cleans, vacant properties, and in the event of an accident. These photos are stored securely in your job file to maintain integrity and documentation of the work completed. We may also use select photos for marketing content to showcase the quality of our services. If you prefer that no photos of your home be used for marketing purposes, please notify our office, and we will note your profile accordingly.


Breakage –Accidents happen. We are covered by insurance, however every incident is different, and will be thoroughly investigated upon the time of the incident. If there are sentimental or extra fragile pieces in the home then they will be avoided and pre-discussed during your consultation. A note will be added to the job instructions pertaining to NOT clean or move the item.


Quality Checks - At Southern Clean Pros, we conduct quality checks to ensure that every service meets the highest level of standard our clients deserve. These checks are performed at random and are designed to maintain consistency, accountability, and excellence across all jobs. Our cleaning technicians welcome this process because it provides valuable feedback and opportunities for improvement. We believe there is always room for growth, and quality checks help reinforce that commitment. By reviewing work in the field, we not only uphold our reputation for excellence but also support our team in developing their skills and confidence. If you prefer not to have quality checks done in your home just let our office know. 


Cancellations 

  • All recurring appointments canceled 48 hrs PRIOR to their day/time will not be charged.  If this is a first or one time clean the deposit paid will be forfeited upon cancellation

  • All appointments cancelled WITHIN 48 hrs of their time will be considered a “Last Minute Cancellation” and charged 50% of the total cost of services. This is to compensate our staff for the loss of time and work, leaving a gap in our schedule. There is no exception of this fee for first and one time cleans.  There is only an exception for recurring cleans on the first instance.

  • In the event that Southern Clean Pros needs to cancel the cleaning, due to extreme weather, or circumstances beyond our control, we will provide the client with 1-2 alternative dates/times ASAP.

  • 🚫 Repeated Cancellation Policy:
  • Any clients who exceed 3 skips within a 60 day period will be notified and automatically moved to monthly visits with the monthly quoted price.

  • 🚫 Skip Fee
  • We know life happens, and sometimes your service will need to be skipped. Whether your family is sick, loss of power, pre-planned family vacations OR circumstances beyond anyone’s control……we understand. However, if you are requesting us to skip please know. We will make a price adjustment for your next cleaning.


There is a 20% Fee that will be added to your next service
Example: Bi-Weekly Service and Price $150:  Your next appointment will have $30 added to it to ensure we have enough time since there is a longer span of time in between cleanings..


Pausing Service -We know life can throw curve balls, so we make it as easy as we can for you. In the event that you need to pause services we will send an email with the effective paused date, as well as the adjusted price for your potential upcoming visit to begin services again.

NOTE: Services paused from 60-120 days will require an extended Maintenance Clean. Any services paused more than 120 days will require a full or partial Top to Bottom deep clean. This is to ensure your home stays in the BEST 5-Star expectations you’ve come to know and expect from us.

In the event of renovations or construction, please contact us for a custom quote to resume services.


Unfair solicitation   – Southern Clean Pros  does not permit our clients to “poach” our employees. We request that you not solicit our employees for side jobs or direct hire. Not only does this place our employee in an unfair and awkward situation, it creates a breakage of trust with our company when we have placed a tremendous amount of time and energy into recruiting, hiring, training, vetting, and ensuring you only have the BEST cleaning service our company can offer. If you decide to solicit an employee for private hire, all future services will be immediately terminated.


Biohazard Policy -Southern Clean Pros is not certified or equipped to perform biohazard remediation. For the safety of our team, we cannot clean or remain in environments where biohazards are present.


A biohazard includes any substance or condition that poses a health or safety risk and requires specialized training, protective equipment, or remediation services.


Examples of Biohazards We Cannot Clean
The following situations fall outside the scope of general cleaning services and will result in service being declined or stopped immediately:

  • Mold or Mildew Beyond Normal Maintenance Levels
     Light surface mildew in a shower is normal and can be cleaned. However, any mold that is spreading, patchy, thick, or present on walls, ceilings, baseboards, carpets, or furniture is considered hazardous and requires professional remediation.
  • Rodent or animal infestation
     including droppings, urine-soaked areas, nests, or dead animals.
  • Bodily fluids or human waste
     such as vomit, blood, feces, or urine-saturated materials.
  • Sewage backups or gray/black water contamination.
  • Significant hoarding conditions involving unsafe materials, decomposition, or structural concerns.
  • Needle disposal, drug paraphernalia, or chemical contamination.

If our team arrives and identifies a biohazard that prevents the cleaning from being performed safely, we are required to leave immediately.

Fee for Biohazard-Prevented Clean  If service cannot be completed due to a biohazard on arrival, the client will be responsible for 50% of the remaining cleaning fee to cover lost time, travel, and the reserved appointment slot.


What do you NOT clean?
🔺We do not change linens or make the bed of a top bunk bed.🔺
🔺We do not clean many blinds other than lightly feather dusting due to their fragile nature.🔺
🔺We do not clean biohazard or human/pet fecal matter. 🔺
🔺We do not clean electronics other than feather dusting  (TV screens, Keyboards, Smart Home Devices, etc)🔺
🔺We do not clean hoarding situations🔺

Extra Services   – We do offer an array of add on services.  Please visit our website at   www.SouthernCleanPros.com   or give our office   a call.

                                                                                                                                                  

We do require a signed Terms of Service to be signed to begin service. One will be emailed to you or you can sign using the link below.
1.You will be prompted to enter your email and then just sign!
2. You Will receive a Verification email from Sign Request after signing, Just verify and you're ALL DONE!
Sign Our Terms of Service