Client Policies

We are thrilled to come clean for you and want to leave your home fresh and spotless every time. In order for us to provide the highest quality cleaning possible, we ask that you take a moment to review the following policies. These guidelines help set clear expectations, keep our staff safe, and ensure you always receive a consistent, reliable service.

These are the same Client Policies you are sent with your estimate. By hiring Green Mop Cleaning Services, you agree to them and to our Terms of Service.

Preparing for your cleaning

To help us make the most of your scheduled time, please have your home ready before our arrival.

• Put away items that may prevent cleaning: loose papers, toys, pet items and similar.
• Please have dishes put away so we can properly clean kitchen surfaces.
• If you would like us to use your vacuum, ensure it is accessible.
• Store away any sensitive or personal items.
• Mild clutter will be worked around, but heavy clutter or excessive piles may limit cleaning.

Communication and scheduling

We use scheduling software to make your experience smooth and convenient.

• Email reminders are sent 3 days before service; text reminders are sent the day prior.
• Text messages are one-way only, but you may reply to emails.
• Service is scheduled between 8:00 AM and 5:00 PM.
• Reach us by email, phone, text, or through the website.

Estimates and flat-rate pricing

Our quotes are based on the size and condition of your home. Because every home is unique, pricing is set as a flat rate rather than by the hour.

• Flat rates ensure you know your cleaning cost up front with no surprises.
• If your home requires significantly more time than expected due to its condition or level of clutter, we will contact you before proceeding to discuss any price adjustments.
• Recurring cleanings are billed at a consistent flat rate unless additional services are added.

Health, safety and working conditions

Our top priority is the safety of both our clients and our team.

• Cleaners will not climb higher than a one-foot step stool provided by Green Mop Cleaning Services.
• We cannot use client ladders, furniture, or counters to reach areas.
• Heavy or large furniture must be moved by the client if cleaning behind it is desired.
• Cleaners may leave, with the full service charge applied, if they encounter unsafe conditions such as threatening behaviour, unsecured pets, weapons, illegal substances, pest infestations, extreme temperatures, or other hazards.

Pets and biohazards

We love pets, but for everyone’s safety, certain precautions must be followed.

• Large or skittish pets should be secured during service.
• We do not clean animal waste: faeces, litter boxes or urine.
• Homes with active infestations, such as fleas or rodents, cannot be serviced until treated.
• Mould, human or pet waste, and other biohazards must be resolved before cleaning can resume.

Access and parking

Please ensure our team can easily and safely enter your home.

• Entry options: be home to let us in, provide a working door or garage code, or use a lockbox with a key or opener.
• If cleaners cannot gain access, a lockout fee of 50% of the service price will apply.
• Clients are responsible for ensuring safe and legal parking, and for any tickets incurred due to incorrect instructions.

Alarms and keys. You do not need to be home while we clean. Please give us current entry, key and alarm instructions, and our team will lock up and reset the alarm as directed. If the home is intentionally left unlocked, Green Mop is not responsible for anything that occurs before our arrival or after our departure.

Cancellations and rescheduling

We understand that schedules change. To avoid fees, please notify us in advance.

• At least 24 hours’ notice is required to reschedule or cancel.
• Same-day cancellations or lockouts are charged 50% of the scheduled service.
• For vacations or planned changes, please give us two weeks’ notice where you can. It is not a requirement, it just means we can hold your slot.

Illness. Please reschedule if anyone in the home has a contagious illness. There is no penalty for this. Equally, we will not send a cleaner to your home if they are unwell.

Payment policies

We aim to keep billing simple, secure and transparent.

• Initial and move-in/move-out cleans require a 50% deposit at booking.
• Deposits are refundable with 24 hours’ notice.
• Payment is due on the day of service.
• A valid card must be kept on file; signing authorises charges for unpaid balances.
• Non-payment will result in suspension of services.
• Tips are optional but appreciated and may be added by card, invoice, or in cash, clearly marked for the cleaner.

Supplies and equipment

To maintain consistency and safety, we provide our own professional equipment and eco-friendly products.

• We do not use central vacuum systems.
• If you prefer, you may provide your own vacuum. However, Green Mop Cleaning Services is not responsible if your vacuum stops working, causes damage to your home, or is otherwise unsuitable for use.
• A toilet brush or disposable wand must be present in every bathroom.
• Client-supplied products require pre-approval and SDS documentation.
• Harsh chemicals such as bleach will not be used under any circumstances.

Trash bags and paper towels are supplied by the client. If Green Mop supplies them, the charge is $1 per trash bag and a $1 paper towel supply fee per visit.

Breakage and damage

While accidents are rare, they can happen. We believe in transparency and accountability.

• Any breakage is photographed and reported immediately.
• We will repair or replace items when appropriate.
• We are not responsible for pre-existing damage or improperly secured items, such as pictures hung loosely or unstable shelves.
• Clients should notify us of pre-existing damage before service.

Additional policies

• Photography and media. Before and after photos may be taken for training or marketing, with no identifying details shown. Clients may opt out by notifying us.
• Non-solicitation. Clients may not hire Green Mop Cleaning Services employees directly. A $1,500 training fee applies if this occurs.
• Satisfaction guarantee. If you are not happy with your service, notify us within 24 hours and we will return to re-clean the area at no cost.
• Policy updates. Policies may be updated with written notice. Continued use of service implies acceptance.