Service Policies

Payments

We Clean Baltimore only accepts credit / debit card as form of payment. Credit card information is taken at 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 prior to job starting. If your service is cancelled for any reason, this hold will be released within 2-5 business days. Please consult with your bank or credit card company as their timeframe may vary on when it is credited back to you.

100% Guarantee Policy

We Clean Baltimore is proud to offer our 100% Satisfaction Guarantee. If you’re not satisfied, we’re not happy. After the service, we encourage you to conduct an 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, We Clean Baltimore’s services are complete. Any additional services will be charged accordingly. 
In the event where you are unable or unavailable to conduct an inspection at the time of cleaning, you must report any problems within 24 hours of your appointment’s arrival window with pictures of the areas of concern. 
If the cleaner(s) is/are unable to access the home due to customer being unavailable or unreachable via phone call, email and/or text, issues with locks, security systems/alarms, home not prepared for cleaning (e.g. home not free of contents for move in/out cleaning), etc. the full booking cost will be charged.

Cancellation/Rescheduling Policy

Being there when we say we will is important to We Clean Baltimore. We reserve a time and team for each customer. Customers have up until 5pm the day before their service appointment to make any schedule changes or cancellations. Schedule changes or cancellations made after this time will be charged  100% of the cleaning cost of your booking.

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 $50 / 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.

2 Hour Arrival Window

We always do our best to show up on time, however we ask that customers please allow us a 2 hour window to account for traffic, parking, and other surprises along the way. Upon arrival of the cleaner, please be prepared for the cleaning to begin to avoid a 100% cancellation fee.

Safety Policies

Reaching High Areas – We cannot guarantee we can reach the high areas higher than 6′ ft. Due to liability & safety reasons, our teams are not able to climb on ladders or reach high areas.

Moving Large Appliances – We’re happy to clean around or underneath your large appliances, However, due to liability reasons our cleaners are not able to move them. If you’d like us to do this, we kindly ask that you please move large appliances for us.

Interior Window Cleaning – Window/s should be accessible via 2-3 step ladder. Due to liability & safety reasons, our teams are not able to climb on ladders or reach high areas.

Screen Cleaning – We request that the customer remove screens for our cleaners. Due to liability reasons our teams are not be able to detach and / or install window screens.

All homes must have working utilities (i.e., electricity, warm/hot water, etc.).
We do not clean if there are any hazardous or bio-hazardous materials/conditions, feces, bodily fluids, or vermin present in the home. If these items are present (not present in the case of working utilities), we reserve the right to stop/not clean and charge the full cost of the booking.  

Stain Removal

We cannot guarantee removal of all stains on grout and tile inside the bathroom and kitchen. However, will try our best to have it removed.

Move Out Cleaning

For Move Out cleaning service, we kindly ask that all furniture and personal belongings be removed from the space before we start working. We also ask that customers do not schedule any moving during the time of their cleaning. This is to ensure that we can do the best job possible.

Also, if customers would like us to clean around or under any large appliances, we ask that they move them for us. Due to liability reasons, our maids are not able to move these types of items.

Personal Items/Clutter

We kindly ask ask that customers receiving service pick up clothing, personal items and clear up cluttered areas prior to our arrival. We make this request so that our cleaners can best access surfaces for cleaning.l