Client Policies – Hello Sunshine Eco Cleaning

Cancellation Policy

We understand that life happens. Our scheduling is built around your dedicated time slot — when you're booked, we hold that spot exclusively for you and do not accept conflicting work. As a result, last-minute cancellations have a real impact on our team.

More than 48 hours in advance: No charge.
Less than 48 hours — Residential: 50% of the scheduled cleaning fee.
Less than 48 hours — Commercial: 100% of the scheduled cleaning fee.

Recurring Service Note: If two consecutive recurring cleans are missed or cancelled, your recurring schedule will be removed from our books. To resume service, you will need to restart as a new client, which includes an introductory clean. Please note that introductory cleans are priced differently and may be higher than your previous recurring rate.

Alarm Systems & Access

Ensuring safe and seamless access to your home or office is a shared responsibility. We're happy to work with whatever access method is most convenient for you — a unique entry code, a spare key, or another prearranged arrangement.

We do not permit entry by third parties while on-site unless specifically prearranged.
If we arrive without a current, working key or access code and an alarm is triggered, Hello Sunshine Eco Cleaning is not responsible for any fees or charges associated with that alarm response.
If the property is prearranged to be left unlocked or a spare key is left out, Hello Sunshine Eco Cleaning assumes no liability for property damage or theft that may occur as a result.

Ladder Use & High Reach

For safety purposes, our team uses a two-step ladder as needed. We are unable to use client-provided ladders or climb beyond two steps. For higher or hard-to-reach areas — tall ceilings, ceiling fans, upper shelving — we use an extension pole duster that reaches up to two stories, so those areas still get a thorough clean without compromising safety.

Moving Furniture

Our team is happy to move smaller furniture items to clean underneath and around them. However, for standard recurring cleans we do not move large appliances such as refrigerators, stoves, washers, or dryers. Moving these items may be included in a deep clean, move-in, or move-out service where specifically discussed in advance. Rest assured, we always clean every surface we can safely reach with our professional tools.

Pets

We love animals and understand they're an important part of your family! To keep our team working safely and efficiently — and to keep your pets comfortable — we ask that all pets be secured in a separate room, crate, or contained area for the duration of our service.

If pets are not secured upon arrival, we'll make every reasonable effort to work around them. However, if our team is unable to safely complete the service, adjustments to the scope of the clean may be necessary.

Firearms

For the safety and comfort of everyone involved, we ask that all firearms be secured in a cabinet, gun locker, or closed closet prior to our arrival. This includes firearms stored under mattresses, in nightstands, or in any other locations our team may access while cleaning. As a matter of policy, we will not dust or clean any firearms left on display.

Pest & Insect Policy

The health and safety of our team is our top priority. We are unable to perform cleaning services in any space with an active infestation of termites, ants, bed bugs, cockroaches, or similar pests.

If our team arrives and discovers evidence of a live infestation, we will contact you immediately and will be unable to proceed with the service. The full cleaning fee will be charged in this event.

We are happy to return once the space has been fully treated by a licensed pest control professional and cleared of treated pests.

Locked Out / Unable to Access

If our team arrives at your scheduled time and is unable to gain access to the property due to locked doors, an incorrect access code, or no one being home, we will make every attempt to contact you to resolve access. If we are unable to reach you, the full cleaning fee will be charged. Please ensure access arrangements are confirmed prior to your service — if something changes, reach out to us as soon as possible so we can adjust accordingly.

Damages, Accidents & Valuables

We handle your home and belongings with the utmost care. In the unlikely event that Hello Sunshine Eco Cleaning is responsible for damage to your property or anything within it, we will contact you promptly and work diligently to repair or replace the affected item.

We ask that items of significant monetary or sentimental value be put away on the day of your service or cleaned by the homeowner directly. If you have items that are irreplaceable or particularly meaningful to you, storing them on cleaning day is the best way to protect them.

If you specifically request that we clean an item of high monetary or sentimental value, the following applies: by making that request, the client releases Hello Sunshine Eco Cleaning from any and all liability resulting from the cleaning of those item(s). The client acknowledges full responsibility for any repair or replacement costs, even in circumstances where Hello Sunshine Eco Cleaning may have been the cause of damage or loss.

Safety Policy

The safety of our team and our clients is non-negotiable. We reserve the right to pause or discontinue a service if our team encounters conditions that pose a risk to their health or safety — including hazardous materials, unsafe structural conditions, aggressive animals, or any other situation deemed unsafe on-site.

If a service is paused or stopped for safety reasons, we will communicate with you directly and transparently to determine the best path forward.

Right to Terminate Service

We genuinely value each and every client relationship and work hard to be a cleaning company you can trust and count on. That said, we also have a responsibility to ensure our team feels respected and safe in every environment they work in.

Hello Sunshine Eco Cleaning reserves the right to discontinue service with any client at any time. We would never make this decision lightly, and we're always willing to have an open and respectful conversation to address concerns before things reach that point.

Situations that may lead to termination of services include, but are not limited to:

Repeated policy violations
Unsafe or hostile working conditions for our staff
Non-payment or persistent payment issues
Excessive or unreasonable cancellations that disrupt scheduling

We believe great relationships are built on mutual respect, and we're committed to showing up for you with that same energy every single time. Thank you for choosing Hello Sunshine Eco Cleaning.