Customer guidelines

 1. Before Your Cleaning
 

To help us clean efficiently and thoroughly:

• Remove pet waste before we arrive (we do not clean animal waste).

• Pick up toys, clothes, papers, dishes, or loose items so we can focus on the cleaning itself.

• All Shine Pro cloths and tools are fully sanitized between homes. However, in homes with pets, we recommend providing your own mop to help reduce odor transfer and keep your home’s scent unique to you. Also, if you prefer to use any of your own supplies for personal reasons, just let us know.

• Please tidy - not clean before we arrive. Our estimated time is based on cleaning, not organizing.
  
  Bed Sheets

• We kindly recommend removing the used ones and placing the clean set on top of the bed you’d like us to make. If you prefer, you can also leave a basket or a designated spot for the used sheets — whatever works best for your home. Please make sure the bed is free of personal items so we can complete it properly.

 

 2. Phone / Online Estimates
 

We provide phone and online estimates based on the information you share with us.
To ensure accuracy, please provide honest details about your home’s size, condition, and needs. Your rate may be adjusted after seeing your home in person.
If more time is needed, we will notify you immediately before proceeding. We ask that you remain reachable during your cleaning window in case we need to contact you.
 

3. Clutter & Cleaning Quality
 

Clutter directly impacts how much can be completed during your visit.

• More clutter = less cleaning coverage.

• Heavy buildup or limited access may require a Deep Clean or a Maintenance Reset.

• We always do our best with the conditions presented.
   

4. Creating the Ideal Cleaning Environment
 

For best results:

• Minimize distractions when possible.

• Ensure all rooms are accessible.

• If many people or pets are home, cleaning quality may be affected.

This helps us maintain consistency and efficiency.
 

5. Cleaning Supplies
 

We can use your supplies or ours, whichever you prefer. If you want Shine Pro to provide all products and equipment, please let us know in advance so we can adjust your rate accordingly.
 

6. Special Requests
 

Special requests or additional services must be submitted directly to the office — not to technicians. Some extra services require advance notice or an updated quote.
 

7. Appointment Window
 

We clean Monday–Friday during the following time windows:

• 8:00 a.m. – 12:00 p.m.

• 1:00 p.m. – 3:30 p.m.

Arrival times are flexible and may vary due to traffic, routing, schedule changes, or frequency adjustments. Thank you for your understanding.
 

8. Home Access
 

We recommend:

• Keypad access

• Garage code

• Lockbox

We do not store keys. If we cannot access your home upon arrival, the full service fee applies.

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9. Cancellation & Rescheduling Policy
 

Cancellations:

• Our Commitment: We value the long-term relationship with our clients. We understand that life happens, and we strive to be as flexible as possible, just as we appreciate your flexibility when we need to adjust our schedule.

• Standard Cancellation: We kindly ask for at least 48 business hours notice for any changes or cancellations.

• Rescheduling: If you need to reschedule with less than 24 hours' notice, we will do our best to find another spot for you within the same calendar week (subject to availability). If we successfully reschedule you within the same week, no late fees will apply.

• Late Cancellation (<24h): Cancellations made with less than 24 business hours' notice will be charged 50% of the scheduled service total. This also applies if we are unable to reschedule your appointment within the same week.

• Lock-out / Same-Day Cancellation: If our team is already on route, arrives at the property, or is unable to gain access (locked doors/codes), 100% of the service fee will be charged. This covers our staff’s committed time, lost wages, and travel costs.

• Why we have this policy: At Shine Pro, we value our professionals' time. When a service is cancelled last minute, we still compensate our staff for their scheduled time and travel costs. This ensures we can maintain a reliable, high-quality team to serve you.

• Service Termination: Recurring services may be cancelled at any time; no long-term contract is required.
   

10. Skip Fee & Maintenance Reset

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• Skipping a cleaning → $50 fee

• More than 4 weeks between visits → Maintenance Reset

• Due to the additional buildup (dust, pet hair, soap scum, etc.), Maintenance Reset pricing is typically 25%–50% higher than your regular rate, depending on the home’s condition.

Consistent frequency keeps your rate stable and your home at Shine Pro standards.

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11. Payment Policy

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Payment is due at the time of service.

Accepted:

• Cash

• Zelle

• Venmo

Coming soon:

• Credit or debit card on file

Returned checks incur a $35 fee.

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12. Tips
 

Tips are optional, but they are always appreciated. Most clients tip after each cleaning or give a year-end tip. Cash tips must be clearly labeled. 100% of tips go directly to your cleaning technician.

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13. Dishwasher & Dishes
 

To clean the sink properly, we may load dishes into the dishwasher for convenience.

• Items in the dishwasher are assumed dirty.

• Items in the sink are assumed dishwasher-safe.

• Handwashing dishes is not included and may require an add-on fee.
   

14. Pets
 

We love pets! For safety:

• Secure pets during cleaning.

• We do not walk pets, feed pets, or clean pet accidents.
   

15. Recycling
 

Recycling rules differ between towns. Please sort and dispose of recyclables according to your local guidelines before our arrival.
 

16. Valuables & Fragile Items
 

Please store or personally clean fragile items such as:

• Figurines

• Curio cabinets

• Antiques

• Glassware

• LEGO collections

• Sentimental or irreplaceable pieces

If these items cannot be moved or stored, Shine Pro will clean around them but will not be held liable for any accidental damage to such items.

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17. Climate Control
 

Please set your home to a comfortable temperature before we arrive. Extreme temperatures affect safety and cleaning performance.
 

18. Health & Safety Limits
 

For the safety of our technicians, we do not clean:

• Animal feces or bodily fluids

• Mold, asbestos, or hazardous materials

• Areas beyond a 2-step ladder

• Heavy furniture requiring multiple people

• Outdoor areas or large debris
   

19. Damage & Breakage
 

Accidents are rare, but still possible. If something is damaged, notify us within 24 hours. Our technicians also report incidents immediately, and we will reach out with a quick, fair solution. We cannot assume liability for items that were already unstable or improperly installed.
 

20. Before & After Photos
 

we take great pride in the quality of our work and the transformations we create in our clients’ homes. With your permission, we may take “before and after” photos to showcase our cleaning results on our website or social media platforms. 

Your privacy comes first:

• We never photograph personal items (family photos, documents, names, children’s items, etc.).

• Photos show only cleaned areas and general décor that may have been moved during cleaning.

• Every image is framed to avoid anything sensitive.

If you prefer not to have any photos taken, just let us know before your appointment,  we will always respect your choice.

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21. Privacy & Confidentiality

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We respect your privacy. Shine Pro never shares personal, household, or service information. Clients may request that their reviews or feedback remain private.

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22. Direct Hire Policy
 

We invest time and resources into carefully hiring, screening, and training our team to deliver the high-quality service Shine Pro is known for.
To protect this investment and ensure stability for our staff, clients may not hire or solicit Shine Pro employees for private work for 24 months after their employment with us. If this policy is violated, a $5,000 placement fee will be applied.

Thank you for respecting this policy and helping us maintain a strong, reliable team.

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23. Quality Control & Continuous Feedback

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Your ongoing feedback helps us maintain our high standards. If you’re happy, we love knowing. If anything needs attention, contact us within 24 hours and we will gladly return to fix it.

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24. Refund Policy

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We do not offer refunds; however, we always return to re-clean any area that needs attention. 

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25. Price Adjustments

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Rates may change based on:

• home conditions

• frequency changes

• skipped visits

• buildup or pet hair

• extra time required

We always notify you in advance.
 

26. Thank You
 

Thank you for choosing Shine Pro. We’re grateful for your trust and committed to caring for your home with excellence, professionalism, and consistency.