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Overview of This Customer Agreement and Guidelines
Royal Glow Cleaning Services, LLC
Effective September 2026
1. Satisfaction Guarantee
We take pride in delivering superior service. If anything doesn't meet your expectations, please let us know within 24 hours of your cleaning. We'll schedule a complimentary re-clean of the area as soon as possible, typically within 1–3 business days.
We do not offer discounts or refunds for completed cleanings; our commitment is to return and correct the service.
2. Business Hours
Monday–Friday, 8:00 a.m. – 5:00 p.m. PT. Messages outside business hours will be answered the next business day.
3. Service Preparation
Please tidy floors, countertops and tables, and remove dirty dishes before our arrival. If you would like us to handle tidying/organization, let us know in advance — an additional fee may apply.
4. Arrival Window & Access to Property
We provide an arrival window and notify you of delays by phone/text. If you will not be home, please provide clear access instructions (lockbox, garage code, etc.). Royal Glow does not retain physical keys and is not responsible for remotely unlocked properties.
5. Cleaning Time & Scope
We normally work on a flat-rate (by the job) basis to ensure transparent pricing and consistent quality, but hourly rates are also available when appropriate or upon client request.
If the scope is reduced without prior notice, the original rate still applies.
If conditions differ significantly from the estimate, pricing may be adjusted with your approval.
Renovations or changes in the property may alter time and price.
5A. Types of Cleaning
Royal Glow offers Standard General Maintenance, Deluxe Deep, and Move-In/Move-Out cleaning, as described in the Royal Glow Cleaning Checklist provided with your estimate. The type of cleaning for your first visit depends on your home's condition, rated 0–10 (0 = clean, 10 = very dirty).
6. Dusting & High Areas
On the initial Deep Clean we carefully move items on accessible surfaces for thorough dusting/wipe-down. On recurring visits we prioritize accessible areas. We use step-ladders up to two steps and extension poles; fragile or wall-mounted items beyond safe reach are not moved.
Please remove or store fragile, valuable, or sentimental items in advance — especially for the first cleaning.
7. Service Limitations & Add-Ons
We do not provide:
- Ironing
- Hazardous/biohazard cleanup (animal waste, mold remediation or removal, asbestos, pest infestations)
- Tall ceiling fixtures or unreachable areas
Light surface mildew receives special attention during cleaning; mold remediation or removal is not offered.
Add-ons must be requested in advance so we can adjust time, team, and supplies (for example: inside oven, inside fridge, interior windows, wall washing, laundry, dishwashing, decluttering, organizing, and carpet or upholstery cleaning, quoted on request).
Add-ons such as inside oven, inside refrigerator and fireplace are quoted in your estimate. All other add-ons are quoted on request.
8. Pets Policy
We love pets! For safety, we do not handle pet waste, move litter boxes, or accept liability for pets during service. Please secure pets for their comfort and our team’s safety.
9. Home Temperature / Climate Control
Please maintain a comfortable indoor temperature. Extreme heat or cold may impact service quality.
10. Valuables & Damage Policy
Please secure fragile, valuable, and irreplaceable items. In the rare event of damage, we will notify you immediately and work toward a fair resolution. Royal Glow is not liable for damages caused by pre-existing wear and tear; improper installation or unstable fixtures; or age/weather deterioration. Damage must be reported within 3 days of service.
Delicate Surfaces: some unsealed or untreated surfaces (for example: unsealed marble, raw brass, unfinished wood) can stain or scratch during normal cleaning. By requesting cleaning of such surfaces without protective finish, the client assumes responsibility for possible changes.
Royal Glow Cleaning's maximum financial liability for any damage claim is limited to the total cost of the single cleaning session in which the damage occurred. Clients are encouraged to maintain homeowner's or renter's insurance for high-value or irreplaceable items.
11. Payment Terms
Payment is due on the day of service.
- New clients must keep a valid debit or credit card securely on file.
- Payment is charged to the card on file on the day of the cleaning.
- After each cleaning, an invoice will be sent to the client on the same day.
- Existing clients may continue with previously arranged payment methods.
12. Booking Deposit
A deposit may be required to reserve certain services, such as move-in/move-out or large first-time cleanings. If required, it will be stated in your estimate. When a deposit is collected, the remaining balance is due on the day of the first cleaning service as outlined above. Deposits, when collected, are applied toward your final invoice and are non-refundable for cancellations with less than 24 hours’ notice (see Cancellation Policy).
Declined Payments
- If a payment is declined, the client will be notified promptly via phone or email. The client has 48 hours to resolve the outstanding balance. If payment is not received within this period, services will be suspended until the account is brought current. Royal Glow Cleaning reserves the right to require payment in advance before resuming service.
13. Skip Fees (Missed/Skipped Visits)
Skipped visits require extra time on the next service to restore the home to standard, so a skip fee may apply as stated in your estimate. The fee depends on your service frequency (weekly, bi-weekly or monthly).
Extended gaps may require a new estimate or a one-time deep clean rate.
14. Cancellations, Rescheduling, Lockouts & No-Shows
- Changes made 48 hours or more in advance: no fee.
- 24–48 hours’ notice: 50% fee.
- Last-minute cancellations (same-day) or no-shows: 100% of the service price.
- No access/lockout on the scheduled day: 100% of the service price.
15. Pausing or Ending Services
You may pause or cancel recurring services with at least 2 weeks’ written notice. Pauses longer than 2 months may require a new estimate before resuming.
16. Annual Price Review
Rates are subject to change. A standard 3.5% annual increase may be applied to reflect labor and operational costs. Clients will be notified in advance.
17. Employee Non-Solicitation
Clients agree not to use Royal Glow Cleaning's confidential information, scheduling systems, client data, or proprietary methods to coordinate cleaning services privately with any individual associated with our team. Violation of this agreement may result in immediate termination of services.
18. Tipping Policy
Tipping is optional and never required. Tips can be given in cash to the team or added through the tip option on your invoice. All tips go to the team that cleaned your home and are shared among the team members who worked that day.
19. Digital Media & Marketing
Photos are taken only with your consent. You can opt in on your service agreement: “I agree that Royal Glow may photograph cleaned areas (no people, personal photos, or identifying details) for training and marketing.”
20. Safety & Equipment Policy
For health and safety, our staff does not move heavy furniture, use ladders above two steps, or perform hazardous cleaning (mold remediation or removal, asbestos, infestations). Our team provides cleaning tools and eco-friendly products, unless otherwise agreed.
21. Modifications to Terms
Royal Glow Cleaning may update these terms. Clients will be notified of significant changes. For questions, contact: contact@royalglowcleaning.com.
22. Hygiene Protocols & Confidentiality
To prevent cross-contamination, we follow strict color-coded cloth protocols: Red for bathrooms; Blue for dusting/common areas; Green for kitchens. All products used are eco-friendly unless otherwise agreed. If the client requires specific or allergy-sensitive products, they must provide them and inform our team in advance.
All client information, property details, and access codes are kept strictly confidential. Our staff signs confidentiality agreements to ensure privacy.
23. Holidays & Weather
Services scheduled on major holidays may be rescheduled. Severe weather may cause delays or rescheduling.
24. Health/Illness Policy
For the safety of our staff and clients, please notify us to reschedule if someone in the household has a contagious illness. We reserve the right to postpone service to protect our team.
25. Minimum Service Fee
A minimum service fee may apply for very small spaces or micro-tasks (for example: studios, partial cleanings). We will inform you at booking if this applies.
26. Communication Policy
To ensure clarity, quality, and consistency of service:
- All requests for additional services, changes in scope, or special instructions must be communicated directly to Royal Glow Cleaning’s office through our official channels (phone, email, or text message).
- Clients may not request extra services or make changes directly with individual team members during service.
- Any add-ons, changes, or special requests must be approved and scheduled by the office prior to the service date to ensure proper planning of time, supplies, and team members.
This policy exists to avoid loss of information, ensure that all requests are properly recorded, and guarantee that services are performed to the client’s expectations.
Helpful Links
Recommended external resource: EPA Safer Choice Program