CLEAR EXPECTATIONS. THOUGHTFUL CARE.

Crown’s Policies.

These policies protect the schedule, the team and the quality of every clean. Every recurring client gets them in writing before the first visit.

01 / CROWN’S POLICIES

Scheduling, skips & cancellations

48-hour notice: Skip or reschedule a visit at least 48 hours ahead at no charge.
Late cancellation: Less than 48 hours notice is charged 50% of the visit price.
Lockout or same-day cancellation: If we can’t get in within 15 minutes of arriving, or you cancel the same day, the full visit price is charged.
Arrival windows: We arrive within a set window, not an exact time, because the visit before yours can run long.
Your slot is yours while you’re active: 3 skipped or cancelled visits in a row, or more than 4 skips a year, and the slot goes back to the waitlist.
Holidays and weather: Visits on a major holiday or during unsafe weather move to the nearest open day.

02 / CROWN’S POLICIES

Card on file: Required for every recurring client and charged on the day of service.
Card fee: A 3% processing fee applies to credit card payments.
Late payment: An invoice unpaid after 7 days pauses service until it’s paid, and the slot is not held.
Deposits: one-time, Deep, Moving, Post-Construction cleans require a deposit to book.

03 / CROWN’S POLICIES

Price is based on the home’s condition: If it changes (skipped visits, parties, new pets, renovations, clutter), extra time is billed at $70 per hour per person, always approved by you first.
Frequency sets the price: Moving to a less frequent schedule moves you to that schedule’s per-visit price.
Annual review: Prices are reviewed once a year, with at least 30 days written notice of any change.
Clutter: We clean surfaces, we don’t organize. Items left out are cleaned around, or picked up at the hourly rate.

04 / CROWN’S POLICIES

Access: Key, door code or lockbox. Keys are labeled with a code, never your name or address.
Pets: Secure any pet that may get out or be aggressive. If the team can’t work safely, it counts as a lockout.
Utilities: Working water, hot water and electricity are needed for us to clean.
Parking: We need parking at or near the home. Paid parking or tolls are added to the invoice.

05 / CROWN’S POLICIES

We don’t: Move furniture over 25 lbs, climb above a 2-step ladder, clean exterior windows above the first floor, or handle cash, jewelry or valuables.
We don’t clean: Biohazards (blood, bodily fluids, animal waste beyond normal litter), mold, pest infestations or hazardous chemicals.
Right to stop: The team can stop any task or visit that isn’t safe, and the office will follow up with you.

06 / CROWN’S POLICIES

Damage: Report it within 24 hours with photos. We’re insured, and we repair or replace at our discretion. We’re not responsible for pre-existing damage, items that were already loose or badly installed, or valuables left out.
Make-It-Right Guarantee: Tell us within 24 hours with photos and allow us back within 48 hours. We re-clean for free; there are no cash refunds.
Post-construction exception: The guarantee does not apply to a single-visit post-construction clean or areas re-dirtied after we leave, including by workers or movers.

07 / CROWN’S POLICIES

Non-solicitation: Clients may not hire a Crown’s team member directly while on service or for 12 months after the last visit. A $2,500 placement fee applies if they do.
Communication goes through the office: Schedule and billing changes go to our main line, not to the cleaners’ personal phones.
Respect: We can end service with any client who is abusive or unsafe toward the team.
Ending service: After the commitment period, either side can end service with 14 days notice.
Policy updates: We may update these policies with 30 days written notice.

Let’s talk through it before your first visit.