Customer Policies & Guidelines
Please review these policies below to ensure a 5-star experience for you and your cleaner.
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How to Prepare for Your Cleaners
You don't want to task your house cleaner with figuring out how to organize your cluttered surfaces. Pick up toys, junk mail, loose change, and whatever else found its way to your countertops.
The less clutter you have around, the easier it will be for your house cleaner to focus on more important tasks, such as wiping down your baseboards and surfaces.
Please pick up clothing that may be on the floors or surfaces the cleaners will be cleaning. If clothing is not picked up they will be piled or worked around but we do not require the cleaners to do either.
Unless otherwise specified, most house cleaners don't wash dishes or deal with food messes. Washing and putting away your dirty dishes will make it much easier for your pro to clean your sink and the surrounding areas.
When you're meeting with your cleaner, communicate your needs clearly. For example, if your dusty Venetian blinds are driving you crazy, bring this up so your house cleaner can make a note of that.
If you'd like your house cleaner to do a quick walk-through with you, prepare all your talking points beforehand so no time gets wasted.
It's always wise to secure anything that could easily get broken. Accidents happen, and you don't want your grandma's favorite vase to come crashing down.
If anything is especially valuable to you or needs to be cleaned in a specific way, let your pro know ahead of time.
When possible please have your animals tucked away during the cleaning. We love animals! Sometimes they can get in the way of the cleaning process though.
Your house cleaner may also have allergies or phobias, so it's best to be considerate and tuck away the fur babies until they're finished!
Please note that pet hair takes time to remove from the home. Some added fees may be applied if cleaners need more time in the home to remove hair. It is also important to note that it is not likely that cleaners will be able to remove all pet hair from a home.
Cleaners are not responsible for moving furniture.
If you do not want to have a room cleaned please close the door. That is a universal sign for cleaners not to enter.
Our Services & Expectations
Standard Cleaning
Perfect for ongoing maintenance. It can include surface-level cleaning of bathrooms, kitchen, floors, and commonly used areas. Cleaners typically dust accessible surfaces, vacuum and mop floors, and tidy up the general living spaces. This is ideal for homes that are cleaned regularly or are part of a recurring schedule.
Deep Cleaning
A more detailed service that covers everything in a Standard Cleaning plus extra attention to buildup and harder-to-reach areas. This could include hand-wiping baseboards, deep dusting, cleaning inside appliances, and scrubbing areas that may have collected grime over time. It's best for first-time cleanings, move-ins/outs, or homes that haven't been cleaned in a while.
Dust gets everywhere! In our experience if the home hasn't been dusted in several months you will need to request a deep clean with your cleaner.
Standard cleanings typically hit high traffic areas but in the past cleaners ask that you request a deep clean to remove the heavier build up. This can be worked out with your cleaner.
Not Included in any cleaning:
- Mold removal or hazardous material cleaning
- Hoarding homes
- Places involving bodily fluids, blood, feces, vomit
- Cat litter boxes or bird cages
- Urine or excrement from animals or humans
Because of safety and liability concerns, most common on cleaners liability insurance, cleaners are not permitted to climb higher than a step stool or work outside of the home or premises.
If you wish for your cleaner to clean behind large appliances, furniture, artwork, or other large items, the cleaners typically ask you to move them prior. Be prepared to communicate with your cleaners.
If you have requested inside window cleanings from your cleaner please note that they clean all windows under 8ft. Most liability insurances do not cover these types of accidents and we have been notified by most cleaners they do not want to risk a fall.
If you need windows that are higher than 8ft Abode would refer you to its marketplace.
We know that life can get chaotic during moves. We are here to help. One thing to make sure to remember: areas with furniture or boxes in the way can't be cleaned.
Please be sure to have as much furniture and boxes moved into one location so the cleaners can focus on cleaning. Most cleaners typically do not move furniture.
If you have requested that the fridge be cleaned please make sure to clear as much food as possible. The cleaners are not responsible for broken glass or damage caused to food.
If you are requesting a move out clean please make sure to remove all the food from the refrigerator. Cleaners will not throw away food unless specifically specified.
Certain floor types, such as laminate, linoleum, and wood, require special attention due to their unique characteristics.
Laminate and linoleum floors can be more porous, meaning that while they may appear clean after mopping, dirt and grime can remain embedded in the surface. Even after mopping, you may notice residual dirt when wiping the floor with a paper towel.
Your cleaner will do their best to clean these floors thoroughly; however, please note that perfection is difficult to achieve on these surfaces in a standard cleaning.
This can be requested during your pre cleaning walk through if you so choose to request this. Please see Damage Claim for more details.
Important Policies
All bookings will always have a 1-2 hour arrival window due to unexpected delays or force major events.
If an appointment needs to be rescheduled or cancelled please make sure to do it 24 hours prior to the appointment.
If an appointment is cancelled less than 24 hours or same day there will be a $65 cancellation fee.
Cancellation fees can be waived up to one time per year.
Bookings are based on flat rates. They are not based on hours. Prices are always set and agreed upon by Abode Home Maintenance sales representatives, the cleaner, and the client prior to the service date.
Clients must submit any changes to their service 24 hours prior to their cleaning start time.
Estimated Time Caps that clients can anticipate by Package (but are not limited to):
- Standard Cleanings (up to 3 bed, 2 bath, ~2800 sq ft): Up to 2 hours for team of 2. Time cap: 3 hours.
- Deep Clean: Expected 3 hours for team of 2. Time cap: 5.5 hours.
- Deep Clean Plus: Expected 4-5.5 hours for team of 2. Time cap: 6 hours.
- The Works: Expected up to 8 hours. Time cap: 8 hours.
Additional time can be added or requested if client would like more time after the cleaner has notified them of completion. $65 per hour, billed in one-hour increments. Approval required from both client and cleaner.
Cleaners are asked by Abode Home Maintenance to take photos of their work. This will help verify that a 5-star quality cleaning was completed at your home.
If you do not feel comfortable with cleaners taking photos of their work please notify the office and we will update your account for you.
Abode Partners are trusted cleaners in your community that have been vetted through our Abode screening. Each subcontractor is responsible for providing quality services to Abode customers.
Abode partners accept homes and then they hold the responsibility. If you are recurring these trusted cleaners have a choice to continue providing services for your home or choosing not to.
This means that there may be times that you have a new cleaner in your home during your cleanings. You can request the same cleaners but this is not a guarantee.
Abode Home Maintenance reserves the right to refuse service to anyone for any reason. These reasons include but are not limited to:
- Not being able to gain entry to a home
- No power, electricity, air conditioning or heating
- Frequent cancellations or schedule changes
- Improper or dishonest booking
- Project out of scope of the original booking
- Not listing all the bedrooms, bathrooms or total sqft
- Being rude to staff or Providers
- Incorrect or non-functioning billing information
Brushed stainless steel naturally develops light swirl marks and fine hairline scratches through normal use and routine cleaning. These cosmetic marks may become more noticeable after fingerprints, grease, and residue are removed.
Our Abode Partners are trained to use non-abrasive products and microfiber cloths whenever possible.
Normal Cosmetic Wear (Not Considered Damage)
- Light swirl marks
- Fine hairline surface scratches
- Minor changes in sheen or finish
- Marks visible only under certain lighting
Reportable Damage
- Deep scratches that can be felt with a fingernail
- Gouges or cuts in the metal
- Dents or bent panels
- Permanent discoloration caused by improper cleaning products
Each claim is reviewed individually. Customers may be asked to provide photos and supporting documentation to determine whether the condition is normal cosmetic wear or accidental damage.
Damage Claims & Recleans
Sometimes during these services an Abode Partner and their teams (subcontractors) will unfortunately cause damage. Mistakes happen and this is why we have policies in place to help mediate the issue in a timely matter.
Reimbursement Policy:
- Items up to $100: We directly reimburse you. Re-purchase the item, provide the receipt, and we'll reimburse directly.
- Items over $100: We may file a claim with our insurance company. Abode will mediate a damage claim process between you and your subcontractors.
Customers must report any damages or complaints within 24 hours of the occurrence and must be submitted in writing to our chat line.
Images of damaged items must be attached when written complaint is submitted to be considered for reimbursement.
Issues can be reported by phone at (801) 845-0297, or email at customercare@abode.cleaning.
Customers have 24 hours to report any damages to our office team. For a claim to be considered "reported" all requested information such as police reports, photos, security footage, and/or other requested information must be submitted within 48 hours through our damage claim form.
If a damage claim form is not submitted within 48 hours the damage claim will be void.
Abode Home Maintenance is not responsible for damage or theft resulting from any service provided through our service platform. Your assigned subcontractor/domestic worker is responsible for all damage and theft claims.
Abode Home Maintenance can assist in providing subcontractor/domestic worker's contact information and their relevant insurance policy documents.
At Abode, we work hard to provide a high-quality cleaning experience on every visit. While we understand no cleaning service is perfect, our goal is to ensure that the overall quality of work meets the expectations of the service purchased.
Customers have 24 hours past their service date to submit complaints and concerns to qualify for re-cleans.
When a Reclean May Be Offered:
A complimentary reclean may be offered when there is a significant lack of completion of the cleaning service or when major portions of the agreed-upon cleaning checklist were missed.
- Multiple areas of the home that were not cleaned
- Entire rooms or major tasks that were missed
- Significant dust, debris, or buildup remaining throughout cleaned areas
- Clear evidence that the cleaning team failed to complete a substantial portion of the service
When a Reclean Will Generally Not Be Approved:
A reclean will generally not be approved for isolated or minor details, including but not limited to:
- A single hair found in a sink, bathtub, or on a floor
- An isolated crumb or small piece of debris
- Minor streaking on a mirror or window
- Small areas requiring touch-up that do not affect the overall quality of the cleaning
- Dust or debris introduced after the cleaning was completed
- Personal preference differences that were not part of the original scope of work
House cleaning is a human-performed service, and occasional minor imperfections may occur even when a cleaning has been completed properly. A single missed detail does not necessarily indicate that the service was not performed to a reasonable professional standard.
Our Review Process:
When a concern is reported, Abode will review photos, service notes, and the overall condition of the home. If the issue does not qualify for a reclean, we will document the concern and work directly with the cleaning team to improve future visits and ensure expectations are clearly communicated.
Refunds and discounts are not issued for isolated missed details or minor touch-up items. Refunds, credits, or recleans are reserved for situations where there is a substantial deficiency in the service provided.
Our goal is always to be fair to both our customers and our cleaning partners while maintaining a consistent standard of quality across every home we service.
At Abode House Cleaning, we prioritize the health and safety of our customers, which includes proper handling of mold-related concerns.
Due to the complex nature of mold and its potential health risks, mold removal and remediation require specialized care and go beyond the scope of our standard cleaning service.
In some cases, what may appear as black mold could be deep-seated dirt or discoloration from lack of cleaning over time. Our team will clean the area to the best of our ability, but our service may not fully eliminate stubborn stains or discoloration.
There are certain substances that cleaners are unable to clean due to health and safety concerns:
- Feces: We do not clean any type of feces outside of the toilet, including human or animal waste.
- Pet Feces: We do not clean any pet feces, whether it is from dogs, cats, birds, or any other type of pet.
- Blood: We do not clean any type of blood, whether it is from humans or animals.
These substances can pose serious health risks to our staff members and can also cause damage to the surfaces that we are cleaning.
Payments & Refunds
Payments are subject to a late fee after 72 hours past due.
Late Fee Schedule:
- Day 4 (after service): $10 late fee
- Day 7: $25 late fee
- Day 10: $75 late fee
All accounts will be placed on hold on the second overdue invoice. Invoices must be paid to continue your service.
You understand and agree to be personally and financially responsible for any and all outstanding costs and fees for services provided through our platform.
This includes and is not limited to collection costs, attorneys fees, and legal costs for unpaid amounts on account.
We do not offer refunds since we have established our business on providing our customers with the highest quality service possible.
However, mistakes happen and are acceptable. If you are unhappy with your completed scheduled cleaning, please call or email us within 24 hours of the event and we will correct the error at no additional charge to you.
We strive to meet your expectations but if issues arise please reach out to our office staff ASAP so we can work to correct anything that needs to be addressed.
Thank you for choosing us as your preferred cleaners.
We hope to build a long term relationship with you as we provide a sparkling experience for you and your family.
Abode Home Maintenance