Please communicate all special instructions or requests to us in advance of your scheduled cleaning. This way we can keep notes directly on your account, which will ensure that we will always arrive prepared.

There’s no need to clean before we clean, but please take a few minutes to pick up excess clutter, move any fragile items out of the way, and empty the sinks so that we can safely access all the surfaces in your home.

We love pets! But please secure any pet that may be a threat to us or that may interrupt the cleaning process.

You don’t need to be home while we clean, but if you are, we ask that you avoid interrupting us as much as possible and wait until all surfaces have dried before you start to utilize the areas that we have already cleaned. If you would like to inspect the cleaning, please wait until we are completely finished. And please give us at least six feet of personal space for safety at this time.

While we work hard to make your home shine, there are limits to what we can do with set-in stains and textured or porous surfaces, such as fabrics, wood,  stone, bathtubs, grout, etc. We will clean these areas as thoroughly as possible, but be aware that they might not appear as visually clean as other surfaces. If your home has hard water, it may have created permanent mineral stains or build-up, especially in the bathroom and kitchen. We cannot guarantee complete removal of all hard water deposits. In addition, there are some things that we do not clean.

Lockouts deprive us of our income. If you do not contact us to cancel a cleaning and we arrive at your home at the scheduled time and cannot gain entry or are denied access, we will charge you a lockout fee of the full cost of the cleaning to compensate us for our lost time.

We specialize in cleaning your home effectively and efficiently and we offer a wide array of cleaning services to suit many different needs. However, we do not offer:

• Dish washing. If there are dishes in the sink, we will work around them to clean the sink. If there are too many dishes for us to reasonably access the sink, we will not be able to clean it. 
• Laundry or laundry folding.
• Shopping or errands outside the home.
• Cleaning the tracks of windows and doors
• Cleaning inside of curios, china cabinets, stocked cabinets, stocked closets, or drawers.
• Organizing items or picking up clutter, which is defined as five or more items in any given area, such as books, dishes, boxes, mail, papers, clothes, or trash that is not in a trash receptacle. 
• Washing exterior windows or washing any interior windows that cannot easily be reached with a two-step ladder.
• Cleaning window tracks and sliding glass door tracks
• Cleaning anything more than six feet above the ground. Ceiling fans will be cleaned with a duster or brush if we can reach the blades by using a two-step ladder.
• Heavy lifting. We will not lift anything weighing more than 25 pounds.
• Cleaning in areas that are difficult or unsafe to access.
• Specialty cleaning such as post-construction cleaning, patios, garages, television or computer screens, steam cleaning, or carpet cleaning.
• Cleaning of bodily fluids, mold, toys, pet waste, or other bio-hazards except for an ordinary level of bathroom cleaning.
• Cleaning heavily soiled areas or areas of disrepair, including rooms or homes with extreme dirt build-up, mold, mildew, peeling paint, or other unsafe conditions.
• Cleaning extremely cluttered rooms or homes. We must be able to move freely and safely through your home with our tools and supplies. 
• Cleaning excessive hard water or mineral stains or buildup.
• Any cleaning that would require cleaning supplies or tools beyond what we supply.
• Cleaning inside dishwashers, washing machines, and dryers.
• Cleaning for homes larger than 4,900 square feet.

Because we are scheduled in advance, late changes and cancellations deprive us of income. If you cancel or reschedule a service less than 2 Business Days before your originally scheduled date, we will charge a $100 late cancellation fee to help compensate us for lost income.

Any request will apply only to the date that you specify and will not alter future dates. If you need to change your entire Recurring Cleaning schedule, please contact us at 602-585-5529.

The longer we go between cleanings, the more work we will have to do to restore your home to the appropriate condition. If you skip a Recurring Cleaning, you will be charged a $50 Skip Fee on the catch-up cleaning. If you skip two cleanings in a row, you will be charged the full, general cleaning price for the catch-up cleaning. Only 5 rescheduled cleans and 2 skips will be allowed per 12 month period or we will not be able to keep you on our schedule as a recurring customer.

We want you to be delighted with our service! If you are dissatisfied with any of our cleaning services, please contact us right away so that we can make it right. We will first assess the situation to make sure that we understand the concern, then will re-clean the problem area at no cost to you. The re-clean must be completed within two business days following your initial date of service. If you are still not satisfied and Heavenly House Cleaners is at fault, we will offer a refund or partial refund according to the circumstances. Please note that in order for us to offer a refund, we require that a re-clean must be accepted and completed within two business days from the initial date of service.

Payment is due at the time of each service. We accept payment by check as our preferred method. We also offer the option to pay securely online. Payment details will be provided with your invoice. If your payment is declined for any reason, we will contact you and ask for this to be remedied within two (2) business days. If payment is not made within two (2) business days following a cleaning, we will assess a late payment fee of $5 per day and will pause all scheduled services until payment is made. If your service is paused, you may lose your place in the schedule.