Policies

Payment is due before or at the time of service. 

A $10 per day late fee will be accessed for late payments; returned checks are subject to a $35 additional penalty. Payment must be made before we begin working on your home. If the Crew has arrived but cannot begin work, the full cleaning fee will apply.

If your card has declined, we will ask you to update it or use another form of payment. If the card is not updated by the time of your cleaning and arrangements for payment have not been made, the team will not be sent to your home and the cleaning will be canceled. 

*Move In/Move Out or Deep Cleans for current ESGC Clients - payment is due on day of service, before service begins. For NON-ESGC Clients: a $200 non-refundable deposit is required to hold your spot. Balance is due on day of service, before service begins.

The price given to you in your quote will be your price moving forward. That said, your price may change under some of the following examples: if you recently had renovations done and there is construction dust; if you have added hardwood or laminate flooring in place of carpet as was originally quoted; if you have missed several of your scheduled cleanings and the team is there longer to catch up upon your next cleaning; if the company deems that a price increase is necessary due to either the scope of the work being performed inside your home or, due to inflation/cost of living increases regionally or nationwide. These examples are not exhaustive of all possible scenarios. Regardless we will communicate with you prior to any future increases or adjustments so that you are aware. 

As we get closer to your scheduled appointment, we will send out a reminder. This is a courtesy text or email that shows that we intend to come at the scheduled date and time. You need not respond unless you need to change your cleaning appointment day or time.  We will then arrive at the scheduled day and time. 

We know people get sick and emergencies happen, and we will do our best to work with you when they do. However whenever possible, if you need to change your appointment with us please give us at least 48 hours advanced notice. First time cancellations for Regular Cleans made later than 24 hours of our scheduled cleaning appointment will be subject to a $75 cancellation fee. Cancellations for Deep Cleans made later than 24 hours of our cleaning appointment will be subject to a $150 cancellation fee. Cancellations for Move In/Move Out Cleans made later than 24 hours of our cleaning appointment will be subject to a $175 cancellation fee. Subsequent cancellations or lock-outs made later than 24 hours of our scheduled cleaning appointment will be subject to the full cleaning fee. 

If the Crew is enroute or has arrived at your home but cannot enter (you have forgotten and are not ready, or there is no way to enter the home), or if the staff are asked to leave early by the client without being able to finish, the full cleaning fee will apply. Subsequent lock-outs will result in the cancellation of future services.

Multiple Cancellations: In the event that a client makes three consecutive cancellations for scheduled regular cleaning, future service will be cancelled/postponed. The client is free to reschedule with us again in the future when regular services can be continued. 

Temperatures: In the summer months, it can get extremely hot inside your home especially while moving around and working. Extreme heat is incredibly uncomfortable for the staff, and can cause heat stroke and other medical emergencies. When staff is expected to clean for you, we ask that the temperature be set to a minimum of 72. If staff have arrived at your home and the temperature is set very high, if your AC is broken or if it is extremely hot inside your home, service will be immediately cancelled for that appointment and the full cleaning fee will apply. We take our staff's safety very seriously. Subsequent visits where this continues to be an issue will result in cancellation of services.

We are fully protected and we want you to feel the same. Our license, Workers' Compensation insurance and liability insurance protects us for only the services that we offer. Please keep in mind that we are unable to do the following:

• Climb on ladders or step stools higher than three steps.
• Move heavy furniture like dressers, heavy couches, and the like. (Additionally, we would not want to damage your flooring in the process.)
• Move heavy appliances like refrigerators, ovens, washers, dryers, etc. (If we are doing a Move In or Move Out Clean for you and you would like the floors cleaned underneath these appliances, we are happy to do that if you or someone else pulls those appliances out for us.)
• Clean the fronts of televisions and/or computer screens. (We can dry dust them, but we will not use cleaning products as this may void warranties that you may have.)
• Wash dishes, do laundry, or organize your home. Please keep in mind that we are a housecleaning service and not a maid service, and our pricing reflects cleaning the areas of the home as listed.
• Clean up biohazardous waste such as blood, vomit, or pet urine or feces. We are also unable to clean up human urine/feces that is beyond the scope of regular housecleaning (ie. significant amounts outside of a toilet). 
• Remove mold or try to treat damage as a result of mold.
• Clean damage as a result of fire.
• Remove paint (wet or dried).
• On Regular Cleans: Dust surfaces above an arm's reach that cannot be dusted with a long duster.
• Use equipment/products that we are not licensed or trained in using.
• Clean the exterior of your home (including exterior windows).

We know you love your pets, and we do, too! So that our staff can do their best work and to protect you from liability, we ask that pets be in a separate room or crated when we arrive. Unfortunately, we have had instances in the past where staff have been unexpectedly bitten, jumped on leaving bruising, or intimidated by pets not crated. Additionally, even the loveliest of pets sometimes will follow staff around and lay on a wet mopped floor or block staff from getting to some of their work, causing them to have to repeat steps. We appreciate your working with us!

Our Clients love before and after photos, and we do, too!  Occasionally we take photos to showcase our work, to protect us from liability, and to use for training. The photos are taken in close range so as to not identify any individual's home. As always, our Clients' privacy is very important to us.

 We are a professional housecleaning service company. From time to time, we will be asked to do things that are outside of our scope of knowledge, ability or license. A prime example of this is flooring. While we will thoroughly clean your floor, there are cases where an expert flooring specialist may be needed that has the equipment, training and expertise to refinish, deep clean, restore, and/or seal hardwood or tile floors and grout. The same is true for showers or baths where re-grouting or tile work is needed, we will point out any of those that we see during the quote and/or cleaning process, but feel free to ask us as well. We are focused on doing the best cleaning job we can do. For restorative work, other professionals may need to be contacted. We have great referrals in the industry, and we are happy to pass them along to you. 

ESGC will never sell nor share your information with outside companies or third parties.

All private information (name, address, phone number, keypad codes, keys, and credit card information) is held in the strictest confidence. Protecting our Clients' personal information is of utmost importance. 

We love a schedule, and we know our Clients do, too! If you have scheduled with us, you can plan on that day/time slot going forward. Presently we offer weekly, biweekly and monthly (every 4 weeks) appointments. 

We know trust is important to our Clients, and we aim to add to that by having the same Team come each time. That being said, if a Team Member goes on vacation, is sick, or is no longer working with us, we will notify you of those changes and send a trained substitute to take that Member's place.

Every Team Member we employ must successfully pass a Background Check, and complete our 30-Day Training Program. 

We like to arrive on time. If you have a morning slot (8:30 AM, for example), then you should expect the Team to arrive at that time to begin working. If you have an afternoon slot, then the Team will arrive as soon as they wrap up their morning client's home (usually between 12-1 PM.) The Team can text you if you prefer to let you know that they are on their way. We know that problems can arise (flat tire, traffic, snow, etc.), and we will communicate those with you as we learn of them.

We understand if things come up and you need to pause your housecleaning schedule with us. We are happy to hold your spot for as long as we can. If for any reason you need to skip more than two regularly scheduled cleanings, it may take us more time to get your home "back" to the cleaning level we had reached with regular cleaning. If this is the case, we will notify you if we anticipate your next cleaning to take a little longer to catch back up. Typically, a $20-$65 fee will apply (depending on the size of the home) to cover extra labor time costs.

We value your feedback. If we have made an error or if something was cleaned incorrectly, we require that you let us know within 24 hours of your clean so that we may offer a resolution. While we do not offer refunds, we will work with you to make it right.

We are excited to earn your business and will work hard to do so! If you are happy with the service you received from us, would you kindly leave us a 5 Star review on our Facebook page and on Google?  We appreciate your business!

Join in on our Referral Program! For every friend or family member that you refer that receives a cleaning from us, you will receive a $25 Referral Credit, and they will receive a $25 Credit as well!