Customer Guidelines - Residential

Welcome to Family Cleaners!

Thank you for choosing Family Cleaners!

 

Our mission is to provide an exceptional cleaning experience built on quality, safety, and trust.

 

To ensure consistent and high-standard service, we have established a few policies and procedures that help us maintain our standards and create a safe, healthy environment for both our clients and our team.

Work Hours

  • Business days: Monday through Friday, 8:00 am to 5:00 pm
  • Messages and calls outside of these hours, including weekends, will be addressed on the next business day.
  • Emergency situations: Contact us immediately at info@familycleanerct.com with subject line URGENT. We will respond promptly.

Service Window

  • All cleanings have a 1-hour arrival window.
  • Example: If scheduled for 8:00 a.m., the team may arrive anytime between 8:00 and 9:00 a.m.
  • Delays may occur due to traffic, rescheduling, or schedule adjustments.
  • If you need to confirm the arrival time, please contact our office.

Estimates & Quotes

  • To provide accurate estimates, clients must share detailed and correct information about the home at the time of booking.
  • We do not conduct in-person inspections before service, so accuracy of information is essential.
  • If additional time is needed beyond the estimate, we will contact you immediately. At that time, you may:
  • ✅ Approve extra time at the current hourly rate; or
  • ✅ Ask us to prioritize specific areas.
  • Additional charges will only apply with your prior approval.
  • We kindly ask you to remain available by phone or email during the service in case we need to reach you.

First Deep Cleaning

  • At Family Cleaners, we value quality and dedication.
  • During the first visit, we perform a deep cleaning.
  • This is recommended for homes that:
  • Have not received a professional cleaning in a while, or
  • Have not met our standard cleaning checklist.
  • Deep cleaning takes longer than regular cleanings but ensures your home is restored to its best condition and prepared for future maintenance.

Alarm Systems & Keys

  • You do not need to be home while we are cleaning.
  • If you have an alarm system, please provide the access code so we can disarm upon arrival and rearm when we leave.
  • If a house key is required, please arrange this in advance.
  • If our team cannot access your home at the scheduled date and time, a 100% fee of the scheduled service price will be charged.

Price Increase

  • Clients are informed in advance of any price increases.
  • Family Cleaners reserves the right to adjust prices at any time if necessary.
  • Our pricing table is reviewed and updated annually.

Requirement Deposit (First Cleaning Only)

  • To secure your preferred date and time, after approval of the estimate, a 50% deposit will be required.
  • This amount will be deducted from the final balance.
  • The reservation fee is non-refundable in case of appointment cancellation.

Payment Deposit Policy

  • Once the deposit is paid, you have 30 days to schedule your cleaning.
  • After this period, the deposit becomes non-refundable.
  • To book after 30 days, a new deposit will be required.
  • Exceptions may be made in special circumstances, but must be communicated and approved in advance.

Cancellations

  • We ask for at least 48 hours’ notice for any reschedule or cancellation.
  • Our system sends an email reminder 48 hours before your scheduled cleaning to give you time for adjustments.
  • If a reschedule or cancellation is made within 24 hours, a 50% fee of the cleaning cost will apply.
  • If a cleaning is canceled with less than 24 hours’ notice or on the same day, the full cleaning fee will be charged.

Cancellation policy:

  • We ask for at least 48 hours’ notice for any reschedule or cancellation.
  • Our system sends an email reminder 48 hours before your scheduled cleaning to give you time for adjustments.
  • If a reschedule or cancellation is made within 24 hours, a 50% fee of the cleaning cost will apply.
  • If a cleaning is canceled with less than 24 hours’ notice or on the same day, the full cleaning fee will be charged.

Rescheduling

  • If we agree on biweekly cleaning (every 15 days), your home will be cleaned twice a month.
  • If you need to sporadically change a cleaning day, it must be rescheduled within 7 days to keep the same price.
  • If a biweekly cleaning is skipped, it becomes a monthly cleaning, which takes longer to complete.
  • For monthly cleanings, we schedule every 4 weeks (day and time are not guaranteed, only the week).
  • Skipping fees:
  • $15 for weekly appointments
  • $25 for biweekly appointments
  • $50 for monthly appointments

Special Requests & Communication

  • All additional requests must be made directly with our office, not with cleaning technicians.
  • This prevents mistakes, allows schedule adjustments, and ensures extra costs are properly included.

Non-Solicitation Policy

  • Clients may not hire Family Cleaners employees directly for 24 months after the end of our contract.
  • Violation of this policy will result in a $5,000 fee.

Home Preparation

  • Cleaning prices are based on technicians focusing solely on cleaning, not routine housekeeping.
  • Please take a few minutes the night before service to pick up toys, clothes, trash, etc.

Creating the Ideal Environment

To help us deliver the best possible results:

  • Minimize distractions during cleaning.
  • Whenever possible, schedule cleaning for days with fewer people at home.
  • Ensure all rooms included in the service are accessible to our team.

Materials You Need to Provide

  • Clients must provide:
  • Paper towels
  • Garbage bags
  • Swiffer Duster refills (18 refills required for deep cleaning).
  • If Swiffer refills are not available during the first cleaning, an extra cost will be added to the invoice for the amount we use.
  • Family Cleaners will supply all other cleaning materials.

Valuable or Delicate Possessions

  • Please inform us if there are items you prefer we do not touch.
  • This includes valuable or delicate possessions of sentimental or monetary value.
  • The maximum liability for damaged or broken items is $100.

Cleaning Time (Regular Cleaning)

  • We charge a flat rate, not per hour.
  • Our technicians are trained and efficient, so finishing sooner does not mean a lower cost.
  • If you reduce the agreed scope of work, the full amount will still be charged, unless discussed in advance.

Pets

  • We love pets!
  • For the safety of both our team and your animals, please ensure:
  • Pets are kept in a safe area during cleaning.
  • Our team does not feed, walk, or clean up after pets.

Communication

  • You will be notified when our team is on the way and when the cleaning is completed.
  • Our system relies on internet connection at your home for updates.
  • You will also receive an invoice (if applicable).
  • Arrival time is estimated and not guaranteed.
  • The exact ETA will be provided on the day of service when the team is en route.

Team Safety

  • For safety, our team uses only two-step ladders.
  • This ensures work is done efficiently and safely.
  • If your home requires cleaning at a greater height, please inform us in advance.
  • We are happy to discuss alternatives to meet your needs.

Thank you for your understanding and cooperation in keeping a safe environment.

Cleaning Products & Equipment

  • Our team is fully trained to use our own products and equipment, ensuring consistent quality results.
  • If you request us to use client-provided equipment (mop, vacuum, etc.), please note:
  • Our cleaners may not be familiar with it, which may affect quality and efficiency.
  • Using client equipment may take additional time, and an extra fee may apply.
  • Family Cleaners is not responsible for damage, malfunction, or breakage of client-provided equipment.
  • We are also not responsible for damage to the home caused by client-provided equipment due to lack of proper instructions.
  • If you prefer to supply your own cleaning products, we can provide a list of the brands we use, so you can purchase the same items for consistent results.

Additional Services

  • All additional tasks must be requested in advance, so we can schedule the necessary time and supplies.
  • Extra fees apply for additional services:
  • Refrigerator cleaning: starting at $50
  • Oven cleaning: starting at $50
  • Inside cupboard cleaning: starting at $30
  • Changing sheets: starting at $10
  • Open window sills: starting at $3
  • Basement cleaning: price upon consultation

Service Exclusions

The following services are not included:

  • Extreme clutter cleaning
  • Mold and/or biohazard cleaning
  • Lifting items over 25 lbs (e.g., large furniture)
  • Heavy scrubbing of walls
  • Outside window cleaning
  • Animal waste, litter, or insect cleaning
  • Chandeliers
  • Exposed metal air ducts
  • Washing dishes
  • Folding clothes
  • Inside closets and cabinets
  • Garage cleaning
  • Attic cleaning

Home Renovation

  • If your home has undergone renovations prior to cleaning, please include this in your quote request.
  • This allows us to schedule a larger time window to meet your needs.

Sick Policy

  • If anyone in your household has a contagious disease (e.g., COVID-19, pneumonia, chickenpox), please call to reschedule your cleaning.
  • Reschedules within the same week (7 days) of the original appointment will not incur extra charges.
  • Even though we disinfect thoroughly, germs may still be transferred or our staff may fall ill.
  • To ensure fairness and safety, we prefer to wait until you are fully recovered.
  • Please inform us as soon as possible if you experience symptoms.
  • In such cases, we may accept 24-hour cancellation notice.
  • Same-day cancellations will result in the lockout fee, as that time has already been reserved and cannot be replaced.

Payment Policy

  • Family Cleaners Services follows a “no pay / no clean” policy.
  • Payment is due in full on the day of service.
  • At booking, a credit or debit card on file is required.
  • Your card will be charged on the morning of your cleaning, prior to service.
  • If the card is declined, you must update payment information with our office before service can be performed.
  • If payment info is not updated the same day, resulting in a canceled service, a cancellation fee equal to 50% of the service cost will apply.
  • Payments are subject to a 6.35% CT sales tax sales tax + 3% card processing fee (for card payments)..
  • All clients must have a valid card securely stored in our system.
  • If payment is not completed after service, a 10% per day late fee will be incurred.

Pest Infestation Policy

  • Clients must inform us in advance if the property has a history of pest infestations (e.g., bed bugs, fleas, cockroaches).
  • Cleaning can only be performed if:
  • The home has been fully treated by a licensed pest control company, and
  • There is confirmation the infestation is resolved.
  • Service is scheduled at least 48 hours after extermination.
  • If our team is exposed to an active infestation without prior notice, the client will be held responsible for 100% of resulting costs, including:
  • Uniforms discarded
  • Medications for affected staff
  • Pest treatment for company vehicle
  • Replacement of contaminated equipment

Our priority is safety and health for both clients and staff.

  • We understand circumstances change, and you may need to cancel recurring services.

  • Please fill out the form by clicking the button below for prompt processing.

  • Family Cleaners does not require long-term contracts — you may cancel at any time.

  • Once your form is received, we will confirm cancellation along with any applicable fees or refunds.

Permanent Cancellation of Recurring Services

  • We understand circumstances change, and you may need to cancel recurring services.
  • Please fill out the form by clicking the button below for prompt processing.
Service Cancellation Form
  • Family Cleaners does not require long-term contracts — you may cancel at any time.
  • Once your form is received, we will confirm cancellation along with any applicable fees or refunds.

Important:

  • Any cancellation within 48 hours of a scheduled appointment will result in a cancellation fee (Excluding Weekends).

Thank you for reviewing our customer guidelines.

 

We hope this document has given you a clear understanding of our services and policies.

 

If you have any questions or concerns, please contact us — our team will be happy to assist you.

Social Media (Instagram / Facebook)

  • We may post videos and photos while cleaning, but all posts are kept anonymous.
  • We make sure not to show family pictures or anything that could identify your home.
  • If you DO NOT want your home featured, please inform us, and we will not post any content related to your cleaning.
Facebook Instagram

Tipping

  • Our technicians are proud of their work and trained to deliver excellence in every job.
  • They work hard, and many have been with our company for a long time.
  • Tipping is not required, but encouraged to show appreciation for their efforts.
  • You may call, message, or fill out a form to add a tip on your card.
  • 100% of the tip goes directly to the technician — no cuts or deductions by Family Cleaners.

Feedback

  • Customer feedback is essential to maintaining a successful cleaning service relationship.
  • Your input helps us monitor technician performance and continue to deliver the highest quality cleaning experience.

Satisfaction

  • Our mission: 100% client satisfaction.
  • If you are not completely satisfied, please call us within 24 hours so we can return and correct our work.
  • No refunds are provided.
  • Refer Family Cleaners to your friends and receive a $100 VISA CARD after they complete their third cleaning with us.
  • Referral Program

Thank you for your business!

Family Cleaners Services