Customer Guidance
Our Customer Guidance explains what to expect before, during, and after your cleaning service. It includes important information about home preparation, scheduling, cancellations, pets, payments, service standards, and our 100% Satisfaction Guarantee. These guidelines help us provide every client with a consistent, safe, and high-quality cleaning experience
A concise website version of our Client Service Guide & Policies
At Midence's Cleaning, clear expectations help us provide a consistent, safe, and high-quality cleaning experience. The
guidance below summarizes the most important policies for our clients.
Preparing for Your Cleaning
Please remove clutter from floors and surfaces, clear countertops when possible, and remove dirty dishes from the kitchen sink.
Our pricing is based on our technicians spending their scheduled time cleaning. Additional preparation or housekeeping tasks
should be requested in advance and may affect pricing.
Arrival & Home Access
We provide an estimated arrival window rather than an exact appointment time. Traffic, earlier appointments, and other
circumstances may affect arrival. If our team is running significantly late, we will call or text. If you will not be home, please
provide an agreed access method such as a door or garage code, lockbox, or key, along with any alarm instructions.
Home Temperature & Privacy
For team comfort and safety, we recommend approximately 66-72°F in winter and 72-75°F in summer. Please secure
confidential documents, medications, valuables, firearms, and illegal or potentially hazardous substances before service; our
team will not handle these items.
Cleaning Standards & Safety
We clean areas that can be safely reached from the floor or with a two-step stepladder, using extension tools when appropriate.
We may decline tasks involving unstable, fragile, wall-mounted, tip-prone, or otherwise unsafe items. Strong fumes from recent
painting, varnish, sealants, solvents, or similar work may prevent us from cleaning safely.
Decor, Fragile Items & Delicate Surfaces
On shelves or flat surfaces with 10 or fewer small items, we generally hand-dust the items and the surface beneath. With more
than 10 items, we may dust in place and clean around them. Please secure irreplaceable, unusually valuable, unstable, or highly
fragile items and tell us in advance about natural stone, antiques, specialty finishes, or surfaces requiring a specific cleaning
method.
Midence's Cleaning | Customer Guidance | Page 1Pets
We are happy to work in homes with pets. Clients are responsible for securing pets that may be aggressive, anxious, territorial,
or likely to escape. Our technicians do not pick up pet feces or empty or move litter boxes.
Pricing, Scope & Frequency
We charge by the job, not by the hour. Completing the agreed service efficiently does not reduce the price. If part of the agreed
scope is removed on cleaning day, the original price still applies unless approved in advance. If a recurring cleaning is skipped
or moved and the interval becomes longer, the next visit may be priced according to the longer interval or condition of the home.
Two or more consecutive skipped cleanings may result in the recurring time slot being released.
Cancellations, Rescheduling & Lock-Outs
Cancellations, rescheduling requests, reductions in scheduled service, or lock-outs made with less than 72 business hours'
notice may be charged up to the full scheduled cleaning amount. Cancellation and rescheduling requests must be sent by text
so there is a written record. To pause, end, or reduce the frequency of recurring service, please provide at least two weeks'
notice.
Payment & Additional Work
Payment is due in full when the scheduled service is completed unless another arrangement has been approved in advance. We
accept cash, check, and Zelle. Additional rooms, appliances, heavy buildup, organization, interior windows, or other work
outside the agreed scope should be requested in advance and may require an additional charge.
Team & Property Protection
Clients agree not to privately hire or solicit a cleaning team member introduced through Midence's Cleaning for home-related
services. Please report known damaged, loose, unstable, or delicate items before cleaning. Pre-existing wear or damage may
become more noticeable during service. If our team accidentally damages an item, contact us promptly so we can review the
situation and determine an appropriate resolution.
Unsafe or Unsanitary Conditions
Our technicians may stop or decline work when conditions create a health or safety risk, including strong chemical fumes,
exposed bodily fluids, excessive animal waste, pest infestations, dangerous objects, unsafe ladders or surfaces, or other
hazards outside normal residential cleaning.
24-HOUR SATISFACTION GUARANTEE
If you are not satisfied with an area we cleaned, please contact us within 24 hours. We will return and re-clean the
affected area at no additional charge. The team must be allowed to return within one business day of the report,
subject to scheduling availability. This is a re-cleaning guarantee; automatic cash refunds or discounts are not
provided in place of the opportunity to correct the service.
For new clients: The complete Client Service Guide & Policies is provided separately for review and acknowledgment. The signed
acknowledgment page is retained by Midence's Cleaning.
Midence's
