Service Policies
Quotes and Scope of Work
● Quotes are based on the information, photos, and details provided before the appointment.
● Please provide accurate information about the size, condition, and accessibility of the space.
● If the condition or scope of work differs significantly from what was described, the service may need to be adjusted, repriced, rescheduled, or declined.
● Additional work requested during an appointment may require an updated quote and approval before proceeding.
● A quote covers only the services specifically listed. It does not automatically include hauling, disposal fees, specialty cleaning, repairs, or other services not discussed in advance.
Deposits and Payment
● A 50% deposit of the total service cost is due upon appointment confirmation.
● The remaining balance is due upon completion of the service unless otherwise agreed in writing.
● The deposit is refundable if the appointment is canceled at least 24 hours before the scheduled start time.
● Deposits for cancellations made less than 24 hours before the appointment may be nonrefundable.
● If the client is unavailable, cannot provide access, or the space is unsafe or materially different from the agreed scope, the deposit may be retained.
● Accepted payment methods and any applicable processing fees will be communicated before the appointment.
Cancellations and Rescheduling
● Please provide at least 24 hours’ notice to cancel or reschedule.
● Appointments may be rescheduled once, subject to availability.
● Repeated cancellations, late cancellations, or no-shows may require full payment in advance for future appointments.
● If I need to cancel or reschedule, I will provide as much notice as possible and offer an alternative appointment or refund any applicable deposit.
Access and Appointment Readiness
● The client must provide safe, timely access to the service area at the scheduled appointment time.
● Please notify me of any hazards, special instructions, or access requirements in advance.
● Personal, fragile, valuable, or sentimental items should be removed or clearly identified before service begins.
● If the client will not be present, access instructions and authorization to work must be provided in advance.
Human Waste, Biohazards, and Unsafe Conditions
● I do not handle, clean, remove, or dispose of human waste, including feces, urine, vomit, blood, bodily fluids, or heavily soiled materials.
● I do not provide biohazard remediation, hoarding remediation, needle or sharps removal, pest-infested cleanup, mold remediation, or cleanup involving hazardous chemicals.
● I may decline or stop service if I encounter unsafe, unsanitary, contaminated, structurally unsafe, or otherwise hazardous conditions.
● If specialized remediation is needed, the client is responsible for contacting a qualified and properly licensed professional.
● Any unsafe condition discovered after arrival may result in cancellation of the appointment, with the deposit handled according to the cancellation policy.
Items and Disposal
● I will not discard, donate, sell, or relocate items without the client’s permission.
● The client is responsible for identifying items that should be kept, donated, recycled, or discarded.
● The client is responsible for arranging disposal of restricted or hazardous materials.
Damage and Liability
● Reasonable care will be taken while providing services.
● The client should disclose known damage, fragile items, unstable furniture, or special handling requirements before service begins.
● I am not responsible for pre-existing damage, normal wear and tear, hidden defects, improperly installed fixtures, or damage resulting from undisclosed conditions.
● I may photograph the space before and after service for documentation, with the client’s permission.
● The client is responsible for securing valuables, confidential documents, medications, weapons, and other sensitive items before the appointment.
Communication and Service Changes
● Clear communication helps ensure the best result. Please notify me promptly of changes to the space, access, requested services, or appointment timing.
● I may contact the client with questions, updates, arrival information, or changes to the quote.
● Services may be modified, paused, or declined if the requested work falls outside the agreed scope or cannot be completed safely.
Satisfaction and Follow-Up
● Please communicate any concerns as soon as possible so they can be reviewed promptly.
● If an issue is related to the agreed scope of work, I may offer a reasonable correction or other appropriate resolution.
● Requests for additional work outside the original quote may require a separate charge.