Access & Lockout Policy
Clients are responsible for providing safe, reliable access to the property at the scheduled time (keys, lockbox codes, gate codes, alarm instructions if needed). Please double-check that your codes work and that someone won’t be occupying the space during your cleaning window. If we’re unable to enter or start work within 20 minutes of arrival due to access issues, a lockout fee or our minimum service charge may apply. Any paid parking, entry fees, or building access charges are the client’s responsibility.
Health & Safety Policy
We reserve the right to refuse or stop service in any environment that feels unsafe or is beyond the scope of normal residential or office cleaning. This includes conditions such as active infestations, strong chemical or smoke exposure, hazardous materials, or aggressive behavior on-site. In these situations, we may cancel or end the appointment and a minimum service charge may still apply. Our cleaners safety always comes first.
Scope of Work & Deep Cleaning
Our standard and deep cleaning services focus on typical residential and office tasks: surfaces, floors, kitchens, bathrooms, and common areas. Deep Cleaning is available for both lived-in homes and move-in/move-out properties that need extra attention and detail work. We do not provide junk removal, full post-construction clean-up, large trash-outs, wall washing, exterior cleaning, or work that requires ladders or unsafe reach. Homes or spaces with extreme clutter or special conditions may require a separate quote or referral to a specialized service.
Laundry Policy
Laundry is only available when there is a working washer and dryer on-site. Airbnb turnovers include up to 1 load of linens and towels when machines are available; any additional loads are billed at $25 per load. We do not transport laundry off the property or visit laundromats under any circumstances. If no machines are available, we will strip beds, bag used linens, and remake beds with clean sets provided by the client.
Supplies & Equipment Policy
Nocturnal Cleaning provides standard professional cleaning products and equipment for most services. If you’d like us to use your own products, please let us know in advance and have them clearly labeled and ready to use. We may decline to use any product that we believe is unsafe, overly harsh, or unsuitable for a particular surface. In some cases, certain specialty tasks may require that the client provide specific products or tools.
Pet Policy
We’re happy to work in homes with friendly pets. For everyone’s safety, pets should be secured if they are anxious, aggressive, or likely to interfere with cleaning. We do not handle pet waste as part of regular cleaning services; any such areas may be skipped or require a separate quote. Heavy pet hair may require extra time and may be billed as a Pet Hair Treatment add-on according to our current rates.
Damage Liability Policy
We treat your home and belongings with care, but small accidents can occasionally happen. Please move or clearly point out fragile, loose, or high-value items before your appointment so we can avoid them. Nocturnal Cleaning is not responsible for normal wear and tear, pre-existing damage, improperly installed items, or unsecured decor that falls or breaks during normal cleaning. If we are clearly at fault for damage, we will work with you in good faith to repair or replace the item within reasonable limits.
Payment Policy
Services are billed at the applicable hourly rate plus any approved add-ons. Final pricing is based on actual time worked (and approved additions), not the initial estimate. Payment of the remaining balance is due upon completion of service (or upon receipt of the final invoice, if invoiced). Accepted payment methods are electronic payment/invoice link and any other methods you list on your site. Late payments may be subject to fees and/or paused future scheduling until the account is current.
Deposit Policy (50% Required)
Nocturnal Cleaning requires a 50% deposit to reserve your time, and your booking is not confirmed until the deposit is received. Because services are billed hourly, the deposit is calculated from an approved estimate/time block: Estimated Total = (Approved Estimated Hours × Hourly Rate) + any pre-approved add-ons, and Deposit Due = 50% of the Estimated Total. Your deposit is applied as a credit toward your final invoice; after service, the remaining balance is due based on (Actual Hours Worked × Hourly Rate) + approved add-ons − deposit paid. Deposits are collected electronically via invoice/payment link, and if the deposit is not paid, the requested time may be released to another client. With 48+ hours notice, the deposit is refundable or can be applied to a reschedule; with less than 48 hours notice, the deposit is non-refundable; and for no-shows/no access at time of service, the deposit is forfeited. If job details change (condition, size, access, add-ons), the approved estimate/time block may be updated and the deposit may be adjusted before confirmation.
Cancellation & Reschedule Policy
We understand that plans change, but ask for as much notice as possible. Cancellations or reschedules made inside your agreed notice window (for example, within 24–48 hours of your appointment) may result in a cancellation fee or forfeiture of your deposit. Repeated last-minute changes may require prepayment or may limit future scheduling. If we ever need to reschedule due to illness, emergencies, or severe weather, we will contact you as soon as possible to arrange a new time.
(You can plug in your exact hours, like “24 hours” or “48 hours,” once you decide.)
Minimum Service Policy
All services are billed according to our hourly rates with a minimum visit length. Standard residential, Airbnb, and office cleanings typically have a 2-hour minimum, while Deep Cleaning services have a 3-hour minimum. If your cleaning is completed in less time than the minimum, you will still be charged the minimum to cover travel and scheduling time. Extremely dirty or larger spaces may require more time than estimated.
Satisfaction Guarantee Policy
If you’re not happy with any part of your clean, please contact us within 24 hours and let us know what was missed, along with photos if possible. We’ll do our best to address reasonable concerns with a touch-up or partial re-clean, depending on the situation. Our satisfaction guarantee does not apply to areas that were unsafe, extremely cluttered, or outside the agreed scope of work. We do not offer refunds for services that were performed as booked.
Service Area Policy
Nocturnal Cleaning primarily serves Grand Rapids and nearby surrounding areas. Requests outside our standard service area may be subject to additional travel fees or may not be available, depending on distance and scheduling. Please provide your exact address when booking so we can confirm that your location is within our service range. We may decline bookings that require excessive travel time.
Holiday & Emergency Scheduling Policy
Availability on major holidays is limited and may include blackout dates or higher rates. Severe weather, power outages, or other emergencies may require us to delay, shorten, or reschedule a service for safety reasons. In these cases, we’ll communicate with you as quickly as possible to arrange a new cleaning time. Holiday and emergency changes are handled on a case-by-case basis.
Visitor & Packages (No Door Answering / No Acceptance) Policy
For safety and privacy, Nocturnal Cleaning staff will not open the door or grant entry to anyone while on-site (including neighbors, guests, maintenance, delivery drivers, or other visitors), and we do not accept or sign for packages or deliveries. Only the client/host or property manager may authorize entry or receive deliveries, and any visitor access or delivery instructions must be coordinated directly by the client. If someone arrives claiming they need access or a delivery requires signature/hand-off, we will refer them to the client and may pause work until the situation is confirmed safe.
Photo & Privacy Policy
We respect your privacy and aim to treat your home with discretion. We only access the areas needed to complete your cleaning and do not open closed drawers, closets, or containers unless they are part of an agreed service (such as inside-cabinet cleaning). If we take before/after photos for training or quality control, we avoid personal or identifying details and will not share images publicly without your permission.
