Policies & Terms

The following policies establish clear expectations and help us provide a professional, reliable, and consistent experience for every client.

Thank you for choosing New Sense Cleaning Services Agency. We appreciate the opportunity to care for your home.

By scheduling, confirming, or receiving services from New Sense Cleaning Services Agency, you acknowledge that you have read, understood, and agree to these Client Policies & Terms.

These policies are intended to ensure a safe, respectful, and professional experience for both our clients and our team. Thank you for trusting New Sense Cleaning Services Agency.

  • ·  Appointments are confirmed once the service date, time, scope of work, and pricing have been agreed upon.

    · Clients are responsible for providing accurate information regarding the size, condition, and requested services for the home.

    · If the information provided during booking differs significantly from the actual condition of the home, additional charges may apply.

  • · Our team will arrive within the scheduled arrival window provided during booking.

    · While we make every effort to arrive on time, unforeseen traffic, weather, or delays at previous appointments may occasionally affect arrival times.

    · If we anticipate a significant delay, we will contact you as soon as possible.

  • · Clients are responsible for providing access to the property at the scheduled appointment time.

    ·  If our team is unable to access the property upon arrival, a lockout fee may apply, or the appointment may be treated as a late cancellation.

  • ·       Payment is due upon completion of the cleaning service unless otherwise agreed in writing.

    ·       We currently accept:

    o   Square

    o   Zelle

    o   Venmo

    o   Cash

    ·       A late fee of $25 may be applied to balances not received within 24 hours after service completion.

  • We love pets and are happy to work around them whenever possible.

    For everyone's safety, we ask that clients:

    • Secure aggressive or anxious pets during the appointment.

    • Inform us in advance of any pets in the home.

    While we take every precaution, New Sense Cleaning Services Agency is not responsible if a pet escapes due to doors being opened during the normal course of service.

  •  

    While we exercise great care in every home, we ask clients to secure:

    • Cash

    • Jewelry

    • Firearms

    • Important documents

    • Family heirlooms

    • Irreplaceable or sentimental items

    If you have fragile décor or items requiring special handling, please let us know before your appointment.

  • Before and after photos may be taken for quality control, documentation, and employee training. Marketing photos will only be used with the client's permission. Personal information, family photographs, and identifying details will never be intentionally shared without your consent.

    If you prefer that no photographs be taken inside your home, please let us know prior to your appointment.

  • At New Sense Cleaning Services Agency, we are committed to treating every client with professionalism, courtesy, and respect. We expect the same level of respect toward every member of our team.

    Abusive, threatening, discriminatory, or disrespectful behavior including yelling, aggressive language, harassment, intimidation, or any conduct that makes our employees feel unsafe or uncomfortable will not be tolerated.

    If any member of our team experiences this type of behavior, New Sense Cleaning Services Agency reserves the right to immediately discontinue the service and leave the property.

    If service is discontinued due to a client's behavior:

    • Payment will be required for all work completed up to that point.

    • Additional fees may be charged to compensate for reserved time, travel, and scheduling disruptions.

    • New Sense Cleaning Services Agency reserves the right to refuse future services.

    We believe that respectful communication is essential to maintaining a positive experience for both our clients and our team.

  • Your satisfaction is important to us.

    If you believe an area included in your service was missed, please notify us within 24 hours of your appointment. We will review the concern and, when appropriate, return to address any missed areas at no additional cost.

    Our satisfaction guarantee applies only to areas included in the original scope of work and does not cover conditions that occur after the cleaning has been completed.

    This guarantee does not apply to:

    • Areas not included in the original scope of work.

    • Permanent stains, discoloration, or damaged surfaces.

    • Results limited by the condition or age of the surface.

    • Pet hair that reaccumulates after the service due to shedding.

    • New dust, debris, fingerprints, footprints, spills, or other messes that occur after the service has been completed.

    • Homes occupied by children or pets after the cleaning, where normal daily activity may affect the cleanliness of the home.

  • ·  We kindly request a minimum of 48 hours' notice for cancellations or rescheduling.

    · Appointments canceled or rescheduled with less than 48 hours' notice are subject to a fee equal to 50% of the scheduled service price.

    · Repeated last-minute cancellations or rescheduling may result in the inability to schedule future appointments.

    · If our team arrives at the scheduled appointment and is unable to access the property, or the appointment is canceled after our arrival, the full scheduled service price will be charged.

    ·  Exceptions may be made for emergencies at New Sense Cleaning Services Agency's sole discretion.

  • We understand that unexpected situations arise and will do our best to accommodate occasional scheduling changes. However, repeated cancellations or rescheduling requests may affect our ability to reserve recurring appointment times. In these cases, New Sense Cleaning Services Agency reserves the right to require a deposit for future appointments, adjust recurring appointment times, or discontinue recurring services at our discretion.

  • For the safety of our clients and employees, New Sense Cleaning Services Agency does not:

    • Move heavy furniture or appliances

    • Climb higher than a two-step ladder

    • Clean biohazards or bodily fluids

    • Perform mold remediation

    • Handle pest infestations

    • Clean hazardous materials

    • Restore damaged surfaces

    • Guarantee removal of permanent stains, paint, rust, hard water stains, discoloration, or other conditions beyond normal cleaning

    • We reserve the right to decline cleaning any area that presents a safety risk to our team.

  • Quotes are based on the information provided at the time of booking.

    If, upon arrival, we determine that the home, its condition, or the requested services differ from the information provided during the estimate, additional charges may apply.

    Examples include, but are not limited to:

    • The home is significantly larger than described.

    • The condition of the home requires substantially more time or labor than anticipated.

    • Excessive pet hair, heavy buildup, or excessive clutter is present.

    • Additional rooms, appliances, or services are requested.

    • Information that would have affected the original quote was omitted during booking.

    Any necessary price adjustment will be discussed with you before additional work is performed whenever possible. If an agreement cannot be reached, New Sense Cleaning Services Agency reserves the right to modify the scope of work or decline the service.

  • Although rare, accidents can happen.

    If accidental damage occurs during your service, it must be reported as soon as possible so that it can be reviewed and addressed appropriately.

  • New Sense Cleaning Services Agency reserves the right to refuse or discontinue service if:

    • The environment is unsafe.

    • Hazardous conditions are present.

    • Utilities such as running water or electricity are unavailable.

    • Aggressive pets cannot be safely secured.

    • Conditions differ substantially from those disclosed during booking.

    • The requested service falls outside the agreed scope of work.