Scheduling, Cancellation & Home Access Policies
Please review our policies regarding cancellations, rescheduling, home access, and procedures in case of illness or inability to enter the property to ensure a smooth and uninterrupted service experience
Advance notice requirements, home access guidelines, and important service conditions you need to know
Cancellations & Service Lockouts
Late cancellations or inability to access the property will be considered a service lockout, and 100% of the scheduled service fee will be charged
Home Access Requirements
Clients are responsible for ensuring access to the home at the scheduled time. If our team is unable to enter, the full service fee will be charged
Advance Notice & Rescheduling
A minimum of 24 hours’ notice is required to cancel or reschedule your service.
For Monday cleanings, please notify us by Friday at 5 p.m. to avoid charges
Illness Policy
If someone in the home is ill, please notify us at least 24 hours in advance. We can proceed with the service if the individual stays in a separate area or we can skip that space
Service Policies: Scheduling, Cancellations & Home Access
To ensure efficient, high-quality service, we require at least 24 hours’ notice for cancellations or rescheduling (for Monday services, notice must be given by Friday at 5 p.m.). Clients are responsible for providing access to the home at the scheduled time. In case of illness, we kindly ask for advance notice; we can proceed with the cleaning by keeping areas separate or excluding specific spaces as needed. If our team is unable to access the property or is denied entry upon arrival, 100% of the scheduled service fee will be charged
What are the top questions your customers always ask?
Cleaning Services
Klenen Service provides residential cleaning services based on what you schedule with us. This may include: Weekly, Bi-Weekly, or Monthly cleanings, Deep Cleans or Move-in/Move-out cleanings. “Light” dishwashing is included; excessive amounts of dishes are not
Hours of Operation:
Monday-Friday, 8:00AM – 5:00PM We are closed Thanksgiving Day, Christmas Day, New Years Day
Scheduling, Cancellations & Home Access
We require at least 24 hours’ notice (one business day) if you need to cancel or reschedule.
Monday cleanings: Please let us know by Friday at 5 PM
Sick Policy
Your health (and our team’s) matters to us 💛If someone in the home is sick, please give us at least 24 hours’ notice.
We can still clean if the sick person remains in a separate room.
We’re happy to skip that room or coordinate access if needed.
If our team arrives and is turned away, the 100% cancellation fee will apply.
Lock-Out Policy
If our team arrives and cannot access the home for any reason, the visit will be considered a lock-out and 100% of the scheduled service fee will be charged
Cancellation Fees
Same-day cancellations or lockouts: The full cleaning fee (100%) will apply.
Cancellations with less than 24 hours’ notice: A 50% fee will be charged.
Skipped cleanings without rescheduling within 3 days: A $50 +tax fee will be added to your next service.
Once a cleaning is skipped, on your next cleaning, a $50+tax add on fee will apply to allow for extra cleaning due to missing service.
Repeated or excessive cancellations may result in service being discontinued
Pricing & Payments
Pricing is based on your home’s size, condition, and the services requested.
We are a cashless company and accept online debit, check or Zelle payments only.
An invoice will be emailed after your cleaning and is due upon receipt.
Sales Tax: Per state law, an 8.25% sales tax will be added to the cleaning price
Preparing for Your Cleaning
Clutter: Please pick up and organize items like trash, recycling, and personal belongings to ensure we can move freely and clean effectively. (Clutter Pick-Up is available as an add-on service).
Valuables/jewelry and cash: We kindly ask that all valuables, including jewelry, cash, and personal items, be safely stored away before our team arrives. While we take great pride in the integrity and professionalism of our staff, Klenen Service LLC cannot be held responsible for misplaced items or missing valuables that were not secured prior to service.
Pet Policy: For the safety of both pets and cleaners, please secure pets or keep them out of cleaning areas. Cleaning animal feces, urine, vomit, or similar messes (outside of a toilet) is beyond the scope of our standard cleaning guidelines.
Home Access: You do not need to be home. Access can be provided via door code, hidden key, or lockbox. If you stay home, we can coordinate cleaning around your schedule to minimize disruption.
Supplies & Equipment
We provide all cleaning products and equipment needed, except for trash bags to reline your bins. Please notify us ahead of time if you have product sensitivities or special requests
Satisfaction Guarantee
Your satisfaction matters to us. If something was missed, please let us know within 24 hours of your cleaning. We’ll review the concern and, when appropriate, re-clean the affected area at our discretion
Liability & Damage
Klenen Service is fully insured. We are not responsible for normal wear and tear, pre-existing damage, damage caused by unstable, faulty, or improperly installed items