Terms & Conditions

Late Cancellations & Rescheduling

Because your appointment time is reserved specifically for you, we require at least two (2) business days’ notice for any cancellation or rescheduling request to avoid fees. Appointments canceled with less than two business days’ notice will incur a 50% cancellation fee. Same-day cancellations, inability to access the home, disconnected utilities, or active pest infestations (including fleas, cockroaches, rodents, spiders, etc.) will result in the full service charge being applied.

For health and safety reasons, our Dust Bunny Crew is unable to handle human or animal waste, urine, feces, or other biohazard materials.

Service Scope Verification

Upon arrival, your Dust Bunny Crew will evaluate the condition of the home to confirm the requested scope of work. If the home requires additional time or services beyond what was originally discussed, we may:

Adjust the scope of work and prioritize requested areas, or
Recommend additional cleaning time billed at standard rates, based on team availability.

Additional heavy-duty cleaning fees may apply. Pricing is based on the assumption that accurate information regarding the home’s size, condition, and requested services was provided at booking. If the condition or size differs significantly from what was disclosed, we reserve the right to revise pricing accordingly.

Payment Policy

Recurring Services

Payment for recurring cleaning services will be processed on the scheduled service date.

Specialty & One-Time Cleanings

This includes Initial Cleanings, Deep Cleanings, Move-In/Move-Out Cleanings, Priority Cleanings, and One-Time Services.

Pricing is quoted as a range based on the condition of the property.
A non-refundable 50% deposit is required to secure the booking.
Remaining balances will be processed one (1) day prior to service.
Any additional approved charges will be processed on the service date.

All clients are required to maintain a valid credit card on file before services are scheduled.

Lockout Policy

Clients must ensure access to the property at the scheduled service time. Entry instructions, codes, lockbox information, or other access details must be provided before the appointment.

If our Dust Bunny Crew is unable to enter the property and cannot reach the client, the appointment will be considered a lockout and charged in full to compensate our Dust Bunny Crew for their reserved time.

Repeated Cancellations

Recurring clients who frequently skip or cancel appointments may be moved to a different service frequency (such as biweekly or monthly) at management’s discretion to ensure enough time is allotted for maintaining cleaning quality standards.

Reclean & Satisfaction Guarantee

Customer satisfaction is important to us. If any area does not meet expectations, clients must notify our office within 24 hours of service completion. We will return to address the concern at no additional cost.

Refunds are not offered.

Please note that while we make every effort to remove pet hair, complete removal cannot be guaranteed.

Flooring Expectations

Hard floors will be dry dusted and wet mopped during service. Due to differences in flooring material, age, condition, and wear, we cannot guarantee completely residue-free results under all circumstances.

Our team does not hand scrub floors or clean floors on hands and knees.

Tidying & Dishes

To maximize cleaning efficiency, we ask that floors be cleared of clothing, toys, and personal items whenever possible. Kitchen sinks should also be free of dishes before arrival.

If excessive tidying is required before cleaning can begin, additional charges may apply. Clients will be contacted if additional time is needed.

Changes to Work Orders

If our Dust Bunny Crew determines that the home requires more extensive cleaning than originally quoted, we will contact you to discuss additional time and costs. Additional labor is billed in half-hour increments.

If additional time is declined, we will work from a client-approved priority list within the originally scheduled timeframe. In these cases, our satisfaction guarantee may not apply.

Vacuum Policy

We prefer to use the client’s vacuum whenever possible. Please notify us at least one day prior to service if your vacuum is unavailable or not functioning so we may provide one if needed.

Toilet Brushes

Clients are asked to provide a toilet brush in each bathroom to help maintain sanitary cleaning practices and prevent cross-contamination between homes.

Clutter Policy

Surfaces that are more than 50% covered with personal belongings may be skipped or cleaned around to maintain efficiency and avoid damage to personal items.

Utilities, Heating & Air Conditioning

Running water and electricity are required for all services. If utilities are unavailable upon arrival, the appointment will be canceled and charged in accordance with the cancellation policy.

For the health and safety of our Dust Bunny Crew:

Air conditioning should be set no higher than 73°F during warmer months.
Heat should be maintained around 68°F during colder months.

Furniture

For safety reasons, Dust Bunny Crew members will not move heavy furniture. Small items such as dining chairs or desk chairs may be moved as needed during cleaning.

Trash Removal

All interior trash bins will be emptied, re-bagged, and relined. Bagged trash will be placed in a designated on-site location such as a garage or outdoor bin area.

We do not transport trash off-site.

Tipping

Tips are appreciated but never required. Clients may leave cash tips in clearly marked envelopes or provide tips electronically through our review system.

Holidays

We are closed on:

New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Christmas Day

If your regular service falls on a holiday, we will contact you in advance to reschedule.

Blinds

We are not responsible for damage to older or fragile blinds, strings, or blind mechanisms. Due to their delicate nature, plastic mini blinds will not be hand washed.

Breakage & Damage

Although we take every precaution while cleaning, accidents can occasionally occur. All incidents are reviewed individually and handled appropriately.

Clients should notify us of fragile or sentimental items in advance. Our team will not move or clean inside full china cabinets, curio cabinets, or similar display areas unless cleared beforehand.

Pets

For the safety of both pets and staff, pets should be secured as discussed during booking. If pets are aggressive, unsecured, or create unsafe conditions, service may be stopped or rescheduled and charged according to the cancellation policy.

We do not clean pet waste, bodily fluids, or excessive cat litter that could damage equipment.

Pest & Rodent Policy

Homes with visible pest infestations or harmful pesticide residue may be refused service for staff safety. Such situations may be treated as lockouts and charged in full.

Firearms & Weapons

All firearms and weapons must be safely secured prior to service. Dust Bunny Crew members will not touch, move, or clean around unsecured weapons.

High-Reach Areas

Our team will only clean areas safely accessible using a standard two-step ladder.

Photos

Dust Bunny Crew members may take photos to document existing damage, clarify service concerns, or communicate with management. Photos are used strictly internally and will never be shared publicly.

Right to Refuse or Terminate Service

Either party may discontinue services at any time and for any reason.

Additional Service Limitations

We do not:

Clean blood, bodily fluids, urine, feces, or biohazards
Handle needles or sharps containers
Wash walls unless specifically added to the service
Restore grout, finishes, paint, carpet, drywall, wood, or other worn surfaces
Remediate mold, smoke, or fire damage

If severe conditions are discovered upon arrival, service may be canceled and charged according to our lockout policy.

Employee Non-Solicitation

To protect our investment in recruiting and training, clients agree not to directly hire or solicit our employees for independent work during active service and for a reasonable period following termination of services.