Customer Guidelines

We want every visit to be smooth, efficient, and consistent. Please review the guidelines below so we can deliver the best possible results while protecting your home, your privacy, and our cleaning team.

Privacy & Personal Items

To protect our cleaners and your privacy, please ensure any confidential, personal, or sensitive documents and items are put away before your scheduled cleaning. This includes anything you would not want handled, moved, or visible.

First Visit: Deep Cleaning

Before starting recurring appointments, we schedule a first service (often called a deep cleaning). This initial visit involves more detailed work and extra effort to bring your home to a strong baseline so future recurring cleanings can be faster, smoother, and more consistent.

House Temperature

Please set your AC to 74°F prior to our arrival so our team can work safely and comfortably. If you provide written instructions, we’re happy to readjust the temperature before leaving.

Dusting & Settling Dust

Our technicians take pride in dusting your home. Our tools and techniques remove most dust in a reasonable amount of time and effort. During the dusting process, some dust may become airborne and may not fully settle until after we leave. This is most common during first-time cleanings, and it typically improves after a few visits.

Dusting Small Items & Collectables

We dust small items based on the size and the number of items on a shelf or flat surface. If there are 10 or fewer small items on a shelf, we will hand dust them, clean the surface below, and return items to the shelf. If there are more than 10 items per shelf, we may dust items where they sit and clean around them to ensure efficiency and reduce risk.

Dusting Height Limits

For safety, we do not dust items that are higher than what a technician can reach while standing on a 2-step ladder. We can high-dust rooms using extension poles, but we do not high-dust fragile items or wall-hung décor that may tip, fall, or require one hand to stabilize.

Cleaning Time & Pricing

We charge per job, not per hour. Our technicians are trained to clean efficiently; a shorter cleaning time does not mean the service costs less. If you reduce the agreed scope of work on the day of service, the full amount will still apply unless discussed and approved in advance.

Payment for Services

We accept all major credit cards, and your card will be charged on the day of the cleaning. Payment is due in full upon completion of the work or services provided on the same day. We also accept Zelle or Godaddy (fees and taxes may apply).

Late Fees

If payment is not left for the team or paid by the end of the day, you may be charged a late fee.

Returned Check Fee

A fee may be charged for any check returned by the bank.

Termination or Pause of Recurring Cleanings

Please note that any cancellation requests made within 24 hours of your scheduled appointment will result in a cancellation fee, which will be added to your next cleaning appointment. We appreciate your understanding and cooperation in helping us provide the best service possible.

Termination / Suspension of Service

SD Costa Cleaning Services LLC may terminate this agreement at any time. If any fees listed in these guidelines have not been paid, your service will be suspended until all fees have been paid in full. If service is suspended and you have not paid in full within 30 days, we will consider you to have terminated the service.

Collection Fees

In addition to any amounts owed to SD Costa Cleaning Services LLC, you agree to be responsible for all reasonable collection and attorneys’ fees we incur in seeking to bring your account current.

Cleaning Supplies & Product Use

Our team brings the tools and products needed to thoroughly clean and provide the best experience possible. We are not able to use customer-provided products unless discussed in advance. For safety reasons, we also cannot clean in homes with strong fumes from recent work (paint, varnish, sealants, solvents, etc.).

Pets: Special Considerations

We work around pets every day and we love them. However, it is the customer’s responsibility to restrain and safeguard pets before our arrival, as we will be entering and exiting your home with equipment and supplies. If your pet has special requirements, we recommend boarding them during the cleaning. We are not responsible for damages or liability resulting from a pet’s actions. Please note that our cleaning technicians cannot touch or pick up pet feces, including emptying or moving litter boxes.

Working at Home & Other Service Providers

The cleaners need to be able to work with minimal distractions. Having other service providers or contractors present makes it difficult for our teams to clean your home quickly and efficiently. Please make sure preventive measures are taken prior to our visit to ensure proper performance. If we have already cleaned an area and other contractors are working, we will happily direct them on how to clean up after themselves.

Cleaning-Day Preparation & Dishes

Your price for cleaning is based on the cleaning technicians focusing all of their time and energy on cleaning, not routine housekeeping. We ask that you take a few minutes the night before a scheduled service to “pick up.” This will allow the cleaning technicians easy access to the areas/surfaces to be cleaned (floors, countertops, tabletops, etc.). Any dishes found in the dishwasher will be presumed to be dirty. If this is not the case, we kindly request that you empty the dishwasher before your scheduled home cleaning. Furthermore, all dishes left in the sink will be considered dishwasher-safe and will be loaded into the dishwasher for cleaning. Please note: if you have a sink full of dishes that require hand washing, this will be considered an additional service and may incur an additional fee. We will provide you with a quote for any additional services required before starting the cleaning process. If you’d like our cleaning technicians to do these tasks for you, please call us in advance so your cleaning fee can be adjusted for the additional “cleaning preparation” time.

Safety & Liability

We train our crews to keep walkways clear of spills, equipment, and items moved to clean under. However, we do not assume liability for the safety of others while cleaning your home. By scheduling service, the client agrees to release SD Costa Cleaning Services LLC from liability for injuries sustained due to equipment placement, including tripping, falling, striking equipment, falling debris, falling equipment, or walking on wet floors.

Biohazards & Unsafe Conditions

Our team’s health and safety are extremely important. Please notify us prior to booking if there may be any biohazard conditions, including (but not limited to) mold, rodent or bug infestation, feces, bodily fluids (human or pets), or similar hazards. We will determine whether we can proceed. If the team arrives and discovers undisclosed hazardous conditions, they may be instructed to skip the affected area or leave the property. If the actual conditions were not fully disclosed and the crew’s health is at risk, the full rate of the cleaning service may still apply. Follow-up service cannot be performed until proper documentation is provided showing the situation has been resolved.

Damages & Breakage

Our teams are professionally trained, but accidents can happen. If we cause damage or breakage, we will notify you promptly and work toward a fair solution for repair or replacement within reason. If you notice any breakage or damage that we may have missed, please report it within 24 hours. We cannot assume liability for items broken due to unstable bases, improper attachment, or defective securing to walls.

Service Reminders & Communication

We use modern communication tools to keep you informed. You may receive automated reminders by email/text two days prior to service, on the day of service when the crew is on the way, and again at the end of the cleaning. If you need changes or notice an error, please notify our office as soon as possible so we can accommodate properly.

Before & After Photos (Media)

For deep cleanings or major services, our team may request permission to take photos or videos to showcase results. We will not disclose personal information or capture identifying details. Posting any media is always optional and requires your approval.

Rate Increases

Rates may increase annually at the beginning of the month you started your scheduled service, and you will be notified in advance. Additional adjustments may occur prior to the annual increase if the scope changes significantly, such as frequent clutter pickup, excessive knick-knacks, consistently added tasks/areas, or changes in household size. The original quote does not include these added conditions, so pricing may be modified accordingly.

Teams & “Solo” Cleanings

Deep cleanings typically require a team of 2–4 people and may take 3–6 hours depending on the size and condition of the home. We may provide service using a team or a solo cleaner depending on scheduling and project requirements. Whenever possible, we aim for consistency in staffing, but changes may occur due to availability or circumstances.

Non-Solicitation of Employees

When entering into an agreement for services with our business, you agree not to solicit for hire any staff member introduced to you by us for any home-related services. We spend time, money, and resources finding, interviewing, checking references and backgrounds, and training our cleaners. If you are interested in one of our cleaners, give us a call and we will try to work this out honestly.

We do not provide your contact information to any of our employees; all contact must be directed to our office or through the automated system. Please do not provide or ask for any contact information from any of our employees.

Privacy Policy

SD Costa Cleaning Services LLC does not share, sell, or lease personal information that identifies you, such as your phone number, address, or email. By scheduling service, you grant us permission to call, text, and/or email you regarding appointments, updates, and service-related communication.

Please Be Aware of Our Cancellation Policy

Cancellations and Reschedules

All cancellations and/or reschedules must be made via email or text. We understand that last-minute emergencies are beyond anyone’s control. However, some last-minute cancellations can be avoided if the customer provides access using a garage code, key, lockbox, or other secure method. If you cancel or reschedule your appointment less than 24 hours before your scheduled service, a $50.00 fee will be charged to cover cleaner expenses.

Thank you for taking the time to read these guidelines and for your understanding. We appreciate the opportunity to serve you.

Contacts

If you have any questions or would like to update your instructions, please contact us:

SD Costa Cleaning Services
Phone: (732) 963-2866
Email: info@sdcostacleaning.com