Service Policies

Payments

Octo Cleaning Services only accepts credit/debit cards as a form of payment. Credit card information is taken at the time of booking. However, we DO NOT charge the card at this time. A hold will be placed on your account (for authorization ) one (1) day before the service in the amount of your total balance. THIS HOLD IS NOT A CHARGE. Your card will be charged after the service has been completed and you will receive an invoice via email once this occurs. Unless otherwise noted, payment information must be collected from all customers and authorized before the job starts. If your service is canceled for any reason, this hold will be released within 2-5 days.

200% Guarantee Policy

Octo Cleaning Services is proud to offer our 200% Satisfaction Guarantee. If you’re not satisfied, we’re not happy. After the service, we ask you to perform the mandatory inspection with your cleaning team. As a guideline, please use our cleaning checklist during the walk-through. If you are not 100% satisfied with the work performed, our teams are happy to re-clean any missed areas per your request, FREE OF CHARGE at the TIME OF SERVICE. Note to INSPECT CAREFULLY: After you’ve done the walk-through, Octo Cleaning  Services are complete. Any additional services will be charged accordingly. If clients are unable due to not being home, or available, or choose not to perform the walk-through inspection, our 200% SATISFACTION GUARANTEE will be considered null and void.Pro Tip!: For a move-out cleaning, we HIGHLY RECOMMEND you invite your landlord to the walk-through inspection with the cleaners. To be able to best meet your expectations, you can also send us a cleaning checklist from the landlord before your service appointment. 

Cancellation Policy

Octo Cleaning Services values punctuality and reliability. To ensure this, we allocate a specific team from Octo Cleaning Services to each customer at an agreed-upon time. If a customer needs to change or cancel their appointment, they have the flexibility to do so up until 24 hours before the scheduled service. However, if a cancellation is made after this time, a cancellation fee of $60 will be charged.

Maximum Hours

With our flat-rate pricing model, we have a maximum amount of hours that can be worked for each type of job. Exceeding that time, we charge a rate of $40 / hr. We do this to account for jobs that require more intensive work or time due to size. However, it’s rare that we ever go over and we will always let customer know in advance of completion if we think we’ll go over the maximum hours allotted for their job.

1-2 Hour Arrival Window

We strive to arrive on time, but please allow a 1-2 hour window for traffic, parking, and surprises.

Safety Policies

Our cleaning services are tailored to ensure that your home is clean and tidy. Here are the guidelines you should know for our cleaning services: Reaching High Areas – We make every effort to clean all high areas in your home, but please note that we cannot guarantee that we can reach any high areas that are over 6 feet tall. For safety and liability reasons, our team members are not permitted to climb ladders or reach high areas. Moving Large Appliances – We are more than happy to clean around or underneath any large appliances in your home. However, for liability reasons, our cleaners are not authorized to move any large appliances. To ensure that we can work efficiently, we kindly ask that you move them for us. Interior Window Cleaning – Our team members will be able to clean any windows that are accessible via a 2-3 step ladder. However, for safety and liability reasons, our team members cannot climb ladders or reach high areas. Screen Cleaning – To ensure that we can clean your windows seamlessly, we request that you remove any screens from your windows for our cleaners. Unfortunately, for liability reasons, our team members cannot detach or install window screens.

Stain and Mold Removal

We will do our best to remove stains and mold on grout and tile in your bathroom and kitchen, but we cannot guarantee that they will be completely removed.

Move Out Cleaning

We’re excited to assist you with our Move Out cleaning service! To ensure we can do the best job possible, we kindly request that you remove all furniture and personal belongings from the space prior to our arrival. We also want to make sure that you have a stress-free experience, so please avoid scheduling any moving during the cleaning time. If you have any large appliances in the area you’d like us to clean, just let us know and we’ll take care of it! We’ll ask you to move them for us, as our maids cannot do so for liability reasons.

Deep Cleaning

We respectfully request that customers who have scheduled the Deep Clean service ensure that clothing, personal items, and cluttered areas are cleared prior to our team’s arrival. This will enable our cleaners to access all surfaces effectively and perform a thorough cleaning. We highly appreciate your cooperation in this matter and thank you for choosing our services