Our Policies

Customer Service Policy

Thank you for choosing Cleaned By J for your residential or business cleaning needs. To ensure high-quality service, we ask you to review our important policies. Please note, this is not a contract, and Cleaned By J reserves the right to adjust rates and policies at any time.

Privacy Policy

At Cleaned By J, our top priority is customer service, which includes protecting your privacy. We ensure that any photos posted on our marketing materials or social media will not be associated with any private information. Your privacy and security are paramount. As we are bonded and insured through the state of Georgia, we take all necessary measures to ensure your protection.

Payment Policy

A 50% deposit is required at the time of booking for all services. If the price was a quote without prior inspection of the work, the remaining balance will be due upon service completion. This deposit is non-refundable. A credit or debit card must remain on file in our secure system at all times. New clients must pay in full when booking, unless otherwise arranged. If a client cancels more than 24 hours before the appointment, the payment will be refunded in full. Cancellations within 24 hours will incur a $49 fee deducted from the initial payment.

Existing clients may pay via check or cash at the time of service, or online through PayPal, Venmo, or Cash App. If payment is not provided at the time of service, the card on file will be charged the next business day. If the card is declined, the client will be notified via email (or by another method upon request).

A $35 fee applies to returned checks. Accounts with two unpaid services will be suspended, and a termination/collections notice will be issued. Invoices over 30 days past due will incur a $15 late fee, and unpaid balances may be sent to collections with a 30% fee added to the total due.

Confirmation Policy

All appointments will be confirmed 48 hours prior to the scheduled cleaning unless circumstances prevent this (e.g., same-day cleaning, holidays, weather). For recurring cleanings, we confirm upcoming dates several weeks in advance to accommodate any schedule changes. Confirmation will be sent via your preferred contact method, and clients with regular services will automatically be placed on a recurring schedule.

Entry Policy

Clients may provide home access in the manner they feel most comfortable. It is the client's responsibility to ensure cleaners can enter the home. If a key is not provided or access is otherwise restricted, a $49 cancellation fee will be applied.

Cancellation Policy

A $75 cancellation fee applies for cancellations made with less than one business day's notice. We ask for your understanding, as last-minute cancellations affect our schedule and may impact our employees and other clients. Weekly, bi-weekly, and monthly clients are allowed two cancellations per year without a fee.

Recall/Damage Policy

Client satisfaction is our priority. If you are not completely satisfied with your cleaning service, please contact us within 24 hours. We will send a crew back to address any issues free of charge until you are 100% satisfied. Please note that only items and areas discussed will be cleaned. Cleaned By J is not responsible for damages to improperly displayed items (e.g., picture frames not secured with proper anchors) or wear-and-tear areas (e.g., appliance handles, faucet knobs). Any damage refunds will be based on the depreciation of the item. Items less than one year old will be replaced with an item of equal value.

Refunds

Due to the personalized nature of our service, we do not offer refunds. However, we are committed to your satisfaction. Please refer to our 48-hour guarantee if you are unhappy with your cleaning. Gift certificate purchases are non-refundable.

Special Requests

The safety of our employees is important. They are not permitted to use ladders over four steps or move objects heavier than 55 lbs. If you would like cleaning behind appliances (e.g., refrigerators, ovens, sofas), please move them prior to the cleaning. For special requests, contact us ahead of time to arrange proper handling. Cleaners are not responsible for washing/folding laundry or doing dishes unless previously arranged.