Cleaning Policies & Expectations

Cleaning Policies & Expectations

Uplevel Cleaning
Last Updated: April 2026

This page outlines what you can expect from Uplevel Cleaning and what we expect from our customers. These policies are designed to ensure smooth service, protect both parties, and prevent misunderstandings.

By booking a service, you agree to these policies in addition to our Terms of Service.

1. Before Your Cleaning

To ensure the best results, please prepare your home before we arrive:

• Pick up excessive clutter, clothing, dishes, and personal items
• Secure all valuables, including cash, jewelry, documents, medications, and small electronics
• Remove or clearly identify fragile, delicate, or high-value items
• Ensure pets are safely secured and will not interfere with cleaning
• Provide clear access instructions, including gate codes, lockbox details, parking instructions, or entry notes
• Ensure running water and electricity are available

Failure to prepare the home may result in reduced service quality, additional charges, cancellation, or refusal of service.

2. What's Included vs. Not Included

Our standard cleaning services include typical residential cleaning tasks such as wiping surfaces, cleaning bathrooms, cleaning kitchens, cleaning floors, and general dusting.

The following are not included unless specifically requested and approved in advance:

• Biohazard or hazardous material cleanup
• Mold remediation
• Hoarding or excessive clutter situations
• Heavy buildup requiring specialty cleaning
• Pest or infestation-related cleaning
• Exterior or high-reach window cleaning
• Moving heavy furniture or appliances
• Cleaning requiring ladders above a standard step stool
• Cleaning human or animal waste
• Cleaning litter boxes, cages, kennels, or pet accidents
• Carpet shampooing or steam cleaning
• Upholstery deep cleaning
• Fire, smoke, flood, sewage, or disaster restoration

We reserve the right to decline any task that is unsafe, unsanitary, outside the agreed scope, or likely to cause damage.

3. Property Condition Requirements

Services are based on homes being in reasonable, standard condition.

We may refuse, modify, or re-quote service if the property includes:

• Excessive clutter or hoarding conditions
• Biohazards, including human or animal waste, needles, blood, bodily fluids, or similar materials
• Severe buildup, mold, mildew, grease, soap scum, rust, or hard-water deposits
• Pest, rodent, flea, bed bug, cockroach, or other infestation concerns
• Unsafe structural, electrical, plumbing, flooring, or environmental conditions
• Active construction, repairs, painting, or contractors on-site

If conditions differ from what was described at booking, additional charges may apply.

4. Access & Cancellation Policy

• Cancellations or reschedules after 5:00 PM local time the day before service are subject to a $50 fee
• Failure to provide access may result in a cancellation or lockout fee
• If we arrive and cannot safely or reasonably perform the service, charges may still apply
• Customers are responsible for providing accurate entry instructions before the appointment

5. 200% Satisfaction Guarantee

We stand behind our work.

If something included in your booked cleaning was missed, you must report the concern within 48 hours of service.

Our primary resolution is a reasonable re-clean of the affected areas.

The guarantee does not apply to:

• Areas not included in the original booked scope
• Areas we could not access
• Conditions beyond standard cleaning capability
• Pre-existing damage, stains, buildup, mold, mildew, rust, hard water, or worn surfaces
• Situations where access or preparation requirements were not met
• Services limited by time, condition, safety, or customer instructions

Refunds are not the standard resolution and are reviewed case by case.

6. Damage, Missing Items & Theft Claims

We take damage, missing item, and theft claims seriously. These policies protect both customers and Uplevel Cleaning.

Reporting Requirements:

• All damage, missing item, or theft claims must be reported within 48 hours of service
• Claims must include a detailed description, photos if applicable, and reasonable supporting evidence
• We may request additional documentation, receipts, estimates, police reports, security footage, or other verification depending on the nature of the claim
• Failure to provide requested documentation may limit our ability to investigate or resolve the claim

Customer Responsibilities:

• Customers must secure valuables before service
• This includes cash, jewelry, medications, firearms, documents, collectibles, electronics, sentimental items, and other small or high-value belongings
• Customers must identify fragile, unstable, damaged, delicate, or high-value items before cleaning begins
• Customers should not leave loose valuables in open areas during service

Limitations of Responsibility:

Uplevel Cleaning is not responsible for:

• Alleged missing items without reasonable evidence
• Cash, jewelry, medications, documents, firearms, collectibles, or other valuables left unsecured
• Items not documented or identified before service
• Pre-existing damage
• Normal wear and tear
• Fragile, delicate, loose, unstable, or improperly secured items
• Sentimental value or undocumented value
• Losses caused by guests, roommates, tenants, contractors, building staff, pets, or other third parties
• Items moved, discarded, repaired, replaced, or altered before we have had a reasonable opportunity to inspect or investigate

Investigation Process:

• We reserve the right to investigate any damage, missing item, or theft claim
• We may contact cleaners, review service notes, review photos, request documentation, and request additional information from the customer
• In suspected theft situations, a police report may be required
• False, exaggerated, unsupported, or fraudulent claims may result in refusal of future service

Important Notice:

We strongly recommend removing or securing all valuables prior to service. Cleaning may involve movement around personal items, and while care is taken, risk cannot be eliminated entirely.

7. Photos & Documentation

To protect both parties and ensure quality, Uplevel Cleaning and its cleaners may take before-and-after photos of service areas.

Photos may be used for:

• Quality control
• Service verification
• Training
• Customer support
• Damage or missing item investigations
• Dispute resolution

We make reasonable efforts to avoid capturing sensitive personal information, private documents, people, or unnecessary personal items.

If you do not want photos taken, please notify us before service. Declining documentation may limit our ability to honor claims, guarantees, refunds, credits, or re-clean requests.

8. Right to Refuse or Stop Service

We reserve the right to refuse, pause, cancel, or stop service if:

• The environment is unsafe or unsanitary
• The scope exceeds what was booked
• There is harassment, threats, discrimination, or inappropriate behavior
• There are unsecured aggressive pets
• Biohazards, infestations, weapons, illegal substances, or dangerous materials are present
• Water, electricity, safe access, or reasonable working conditions are unavailable
• The service would likely cause damage or create risk

In these cases, cancellation, lockout, trip, or service fees may still apply.

9. Respect & Conduct

We expect respectful and professional behavior toward cleaners, contractors, staff, and customers.

We may refuse or discontinue service for:

• Harassment or inappropriate behavior
• Repeated cancellations or abuse of policies
• Fraudulent claims or payment disputes
• Attempts to hire, solicit, or pay cleaners directly outside Uplevel Cleaning
• Unsafe, hostile, or disrespectful conduct

10. Final Notes

These policies exist to ensure a fair, safe, and professional experience for both customers and cleaners.

For full legal terms, please review our Terms of Service.