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Policy and Procedures

Policy and Procedures for Residential & Commercial Cleanings

Thank you for taking the time to choose our cleaning services. We appreciate your business and feedback always. Our goal is to ensure that you receive outstanding service, so we have taken the pleasure in providing you a list of our policy and procedures. If you have any further
questions or concerns please feel free to contact our office during normal business hours.


We bring our own supplies and equipment because (1) we have tested our products to make sure they provide quality results, (2) our employees are trained in their proper use, and (3) to free you from having to keep track of what we need before your scheduled cleaning day. If you would like us to use your cleaning product we ask that you call the office for pre-approval. Due to OSHA regulations we are required to have Safety Data Sheets for all chemicals our cleaners use.

Moving Furniture

We will move “light” furniture but we do not move refrigerators, stoves, washers, dryers, etc. We will try to reach all visible places either by hand or with an extension duster.


Your pets are members of your family and we respect that. However, if your pet is afraid of vacuums, territorial or overly friendly and will not allow us to do our work, we may suggest that they be placed in areas that we are not working in. Our cleaners are not trained to clean pet excrement, this includes cleaning of litter boxes and dog kennels. Please be advised there is a one time $50 pet fee charge on any deep cleaning service.

Fire Arms

For our protection and yours, if you have firearms, we ask that all they be stored and locked away prior to our cleaning your home. We will not clean any rooms in which a firearm is visibly present. Please do not leave firearms under pillows or mattresses as they pose a danger when we are changing linens on beds.


Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you regarding the problem. Untouched Cleaning Policy and Procedures for Residential & Commercial Cleanings


Mold, Rust & Mildew

We are not a restoration cleaning service and it is beyond our training to treat mold, rust or mildew however, if we should notice any signs of the problem it is required for our staff to bring it to your attention for immediate treatment and prevention.

Alarm System

If your home has a security system, please inform us how you want to handle it. Security and safety of your home is a major concern at Untouched Cleaning Cleaners, and our staff is sensitive to security and access procedures. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. Please do not rely on us to let in workmen during the time we are in your home unless pre-approved by the office.
Please note that it is not necessary for you to have to disarm your alarm systems the day of our cleaning. If you contact your alarm company they can assist you in programming a code that is unique to our company. It is common for clients with alarms to give us our own code. Our cleaners are trained on how to disarm and re-arm alarms.


The safety of our employees is extremely important. To decrease the risk of injury to employees we are unable to move heavy objects,flip mattresses, etc. We are unable to clean up vomit, blood, urine or excrement. If an employee feels that their personal safety is in danger, and the employee must leave the job site, the client is still responsible for the full cost of the job.

Key Control Policy

Most of our clients provide us with keys to their home. Rest assured we take the utmost care in protecting both your key and your home. Keys are number coded and have no names or street addresses attached to them. All keys are immediately returned upon cessation of service, unless client authorize for us to keep the key on our premises in a lock box.

If you decide not to issue a key to Untouched Cleaning Cleaners, and no one will be home during the cleaning, you may choose to leave a door unlocked or place a spare key in a secured place for the cleaners to gain access to your home. In this case, you release Untouched Cleaning Cleaners of any liability that may arise from damages or theft to your home as we cannot guarantee that we are the only ones who will have access to your home that day.

Injuries in Your Home

Our staff members are full time employees, subcontractors and independent contractors. All employees are covered by our Workers’ Compensation Insurance. This covers the employee’s injuries and protects you. All subcontractors and independent contractors are required to have their own accidental insurance onfile.


It is important for us to have access to every area of your home that we will be cleaning. In doing so, we need to work freely and without distractions. Excessive talking (beyond cleaning instructions) prevents us from being 100% focused.

Every effort is made to work safely and cautiously and we cannot assume liability for injury to others. We kindly ask that you, your children and pets remain out of the rooms that we are cleaning in order to prevent safety hazards (contact with cleaning products, tripping over buckets, caddies, vacuum cords, etc.).


We accept VISA, MasterCard, check and cash. Payment is due prior to booking your cleaning. If you pay by credit card and payment is not authorized, we will charge $20 per invoice. In the unfortunate event that we are unable to collect on past due payments, accounts will be forwarded to our collection agency.


Hourly fees are billed by labor hour when cleaning has exceeded scheduled time, e.g., one cleaner for one hour = one labor hour; two cleaners for one hour = two labor hours.

We reserve the right to adjust our rates and policies at any time. Scheduled fees are $35.00 per labor hour.

Tips are always appreciated but not required. Feel free to add your tip to your payment or leave cash in marked envelope.


When we schedule your appointment we reserve a day and time for you and you alone. Our employees depend on your job being there in order for them to make their salary. Cancellations cost them dearly. Just like you, they expect a consistent, steady income and if not received, they start looking for other employment. Accordingly, we have implemented the following policies:

Cancellation Fee

We require cancellations to be communicated to us 48hrs (2 full working days) in advance to avoid charges. We have held your spot and turned down business so as not to interrupt your service. Cancelations communicated less than 48hrs (2 full working days) prior to appointment but more than 24 hours (1 full working day) will be charged $35 per scheduled cleaner. Cancelations communicated less than 24 hours (1 full working day) will be charged the full price for your scheduled cleaning.

Lock Out/Turned Away Fee

If we arrive on our scheduled cleaning day and are turned away at the door or cannot get in, we will charge full price for your scheduled cleaning.


Skipped or Missed Cleaning Visits

Our charges are based on the type of visit you schedule. Weekly rates are for weekly cleanings. Biweekly rates are for biweekly cleanings. If you skip a cleaning, you will be charged the rate for the next frequency of service if it takes additional time to complete your cleaning.

Notify the Office

All cancellations must be made by phoning or emailing the office 48 hours prior to scheduled cleaning.

Solicitation of Staff

By using our services, you agree not to solicit for hire any staff member introduced to you by Untouched Cleaning for any home-related service. If you are found to have solicited to one of our staff, please be advised that our referral fee is $3,500.


Accidents do happen. If we are responsible for damages to your home or items in your home, we will leave a note for you the day of the cleaning. We make every attempt to repair, replace or pay for any items that we have damaged.

We will not assume liability for pre-existing damages, scratches, dings in windows, paint, furniture, floors, walls, etc. or items not secured in a proper manner (e.g. heavy pictures hanging from thumb tacks, not anchored properly to walls). Items of monetary or sentimental value
should be put away on the day of cleaning and/or cleaned by home owner.

All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed to be sealed and ready to be cleaned without causing harm/damage when common cleaners are used.

Release of Liability

Should you decide you would like us to clean items of monetary or sentimental value (>$100) e.g., items within curio cabinets, etc., the following will apply: Client hereby releases Untouched Cleaning Cleaners from all liability arising out of cleaning these item(s). Client understands that he/ she is completely responsible for repairing or replacing any damaged item(s) even if Untouched Cleaning Cleaners may have caused the need for repair or replacement.

Wear and Tear

The longer we live in our homes, the more wear and tear builds up in it. Baseboards, bottom of showers and tubs, mold/mildew, excessive water spots and soap scum on glass shower doors, worn flooring, grout, window tracks, etc. are all areas where wear and tear will impact results. These areas may take more than one cleaning to improve in appearance or may not come clean at all. Please understand we do not treat mold and mildew, however we can recommend cleaning solutions.

Holidays and Closings

Our office is closed and there will be no cleanings scheduled on the following holidays:
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Christmas Day
We do not work on days when the snow emergency level exceeds 1.

Arrival Time/Hours

Our working hours of operation are from 8 a.m. to 8 p.m. Our cleaners arrive at our first house between 10:00 am and 4:00pm, and the last house by 5:00 p.m. Unless you are our first cleaning of the day, we are unable to guarantee an exact arrival time. However, we can provide you with a 2 hour window of our estimated arrival time if you call the office the day before your cleaning. Please allow us the flexibility of scheduling our arrival between 10:00 a.m. and 4:00 p.m. We will strive to meet your requested arrival time but we cannot guarantee it.

If you want to wait for us to arrive, please be home during the estimated window of time to let the cleaner(s) into your home. If no one is home or we are turned away for any reason a cancellation fee will be charged (see Cancellation Policy.)