Before we get started

We’ve got some Terms and Conditions to go over with you.

1. Booking and Payment

  • All bookings are subject to availability and must be scheduled via our online booking platform.

  • Payment for services is required at the time of booking. We accept all major credit cards and debit cards, and provide upfront, flat-rate pricing based on the number of rooms.

2. Pet Safety and Guidelines

At Gleam, we are pet-friendly, but the safety of both your pets and our cleaners is a priority. We kindly ask that all pets are secured in a separate area of the home during the cleaning process. This helps ensure that our cleaners can work without distraction and your pets remain safe.

  • Pet Policy: If a pet is not secured and causes a safety concern (e.g., aggression or interference), the cleaner reserves the right to pause or cancel the service. The client will be contacted, and a solution will be discussed.

  • Damage: Gleam is not responsible for any damage caused by pets during the cleaning service.

3. Service Refusal for Excessive Dirt Conditions

While we pride ourselves on offering high-quality cleaning services, there are certain conditions that may exceed the scope of what we provide. If a cleaner arrives and finds the home in a state that is deemed excessively dirty or unsafe, they reserve the right to decline the service. If this occurs, Gleam will reach out to discuss potential solutions, including a deep cleaning service or specialized cleaning plan.

Criteria for Excessive Dirt or Unsafe Conditions:

  • Excessive clutter: Rooms filled with items that block access to surfaces, floors, or pathways, making cleaning impossible.

  • Uncleanable surfaces: Surfaces covered with deep stains, excessive grime, or substances requiring professional or specialized cleaning (e.g., heavy mold, biohazard materials).

  • Health hazards: Presence of bodily fluids, dangerous substances, or infestations (e.g., rodents, insects).

  • Animal waste: Large amounts of pet waste or urine stains that have not been addressed and pose a health risk.

  • Trash buildup: Significant piles of trash or food waste that create unsafe or unhygienic conditions.

  • Hoarder-like conditions: Homes with excessive hoarding where the cleaner cannot reasonably access surfaces or floors due to clutter.

In the event of a service refusal, we will contact you to discuss how we can proceed, which may include rescheduling with a deep cleaning fee or working with specialized cleaning services.

4. Rescheduling and Cancellation Policy

  • Clients may reschedule or cancel their appointment with at least 24 hours' notice without penalty.

  • Cancellations made less than 24 hours before the appointment will incur a $50 cancellation fee.

  • If the cleaner must refuse service due to pets not being secured or unsafe conditions, the appointment will be considered canceled, and fees may apply.

5. Client Responsibilities

  • Access to Property: Please ensure that our cleaners have access to your home at the scheduled time. If access is not provided and the cleaner cannot complete the service, a cancellation fee may apply.

  • Preparation: While our cleaners are happy to tidy and organize, please remove excessive clutter and secure pets before the appointment to allow us to clean effectively.

  • Communication: If there are any specific areas you would like us to focus on, please communicate these in advance or during the booking process.

6. Satisfaction Guarantee

At Gleam, we are committed to ensuring your complete satisfaction. If for any reason you are not satisfied with the cleaning service, please notify us within 24 hours, and we will return to address any issues at no additional charge.

7. Liability

  • Gleam is fully insured and takes all reasonable steps to protect your property. However, we are not liable for any damage that occurs as a result of pre-existing conditions (e.g., faulty wiring, unstable furniture).

  • We are not responsible for damage caused by pets or any hazardous conditions that were not disclosed prior to service.

By booking with Gleam, you agree to the terms and conditions outlined above. Thank you for choosing Gleam for your cleaning needs!