An estimate is provided based on a list of tasks that a cleaner is expected to complete. We refer to that list of tasks herein as a "Scope of Work." Our fixed-rate pricing assumes that the Customer's home meets reasonable levels of cleanliness and that we have been provided with accurate information in order to formulate a price. In the event a Cleaner arrives and the home is dirtier than average, larger than was estimated, or the cleaning takes longer than the automated-estimated time, an hourly rate of $50 will be charged.

Bookings can be canceled or rescheduled 48 hours prior to the scheduled cleaning date. If the booking is changed or canceled within 48 hours of the scheduled cleaning, a 50.00% cancellation fee will be assessed to the customer. In the event that a customer cancels a booking on the same day of service, if a cleaner is unable to access the home (cleaners can only wait for 15 minutes for access), or if the customer's utilities have been turned off during the service, a cancellation fee of 100.00% will be charged. In the event that any item encountered is potentially dangerous, Glisten Up and its cleaners reserve the right to refuse cleaning. This could include but is not limited to mold, abnormal buildup, hoarding, excessive clutter, etc. where a cleaner cannot attend to a project, Glisten Up will try to find a replacement cleaner. However, it will not be responsible to the customer if one cannot be found.

Our goal is to make your home Glisten! Despite our best efforts, mistakes still happen, and we are human. In case you are not 100% satisfied with your cleaning, we can schedule a return visit! Refunds are not available. 

It is the responsibility of the customer to provide a safe workplace for cleaners. Animals must be restrained or removed from the home or office to be cleaned before a cleaner arrives. If a customer restrains an animal in a room of their home or office, the cleaner is not required to clean that room. This is unless the pet is imprisoned in a crate or cage that prevents it from escaping. Glisten Up and its cleaners cannot be held responsible for any pet-related issues. It is not Glisten Up's responsibility to ensure the health and safety of pets. Pet owners are responsible for ensuring their pets are safe and well-cared for.

Additionally, customers agree to ensure that all electrical equipment is in safe working order (and approved for use), that there are no dangerous environments (such as live electricity), and that there are no unannounced guests at each project location. Blood, pet waste, urine, feces, needles, drug paraphernalia, black mold, and other hazardous wastes cannot be cleaned.

We kindly ask if you are a smoker to not do it while your maid is in your home, your maid has the option to ask the customer to please refrain from smoking while they are in the home. The maid has the right to cancel services if the request to refrain from smoking while they are in the home is not followed. (A 50% cancellation fee will be charged)

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

Customers must remove all non-decorative items from the floor and furniture that is not typically used to store items before a cleaning engagement. An average cleaner will not spend more than a minute organizing a room, and any clutter may be piled in one area and cleaned around.

In the event that your home has a security system, please let us know how you wish to handle it. Here at Glisten Up, we take the security and safety of your home very seriously, and we take access procedures very seriously as well. While we are cleaning, we lock the door and do not allow unauthorized individuals to enter. We cannot let workmen into your home during our stay unless we pre-approve it. It is not necessary for you to disarm your alarm systems on the day of our cleaning. Your alarm company may be able to assist you in programming a code that is unique to us. It is common for clients with alarms to give us our own code.

Any cancellation of services is at the discretion of Glisten Up and cleaners.

Cleaning is done with reasonable care by cleaners. Our company is insured against liability. Cleaning services are not liable for damage caused by "normal wear and tear", rug or carpet snags, improper installation of an item(s), or artwork, collectibles, or family heirlooms valued over $200 that are not disclosed during appointment scheduling.

If the customer notices any damage or perceived damage after the cleaner leaves, they must notify Glisten Up within 24 hours of any problem that may have occurred during the scheduled cleaning. A claim will be filed by Glisten Up with the insurance company. There are a number of limitations to the cleaner's responsibilities, including but not limited to:

Carpet & Rug Snags - Carpet snags are caused by exposed loops caused by normal wear and tear, moving furniture, etc., which are snagged by a vacuum's roller brush. The cleaners will try not to go near the bad areas of carpeting/rugs to prevent snags or fraying.

Each time blinds are cleaned, there are some inherent risks. Over time, blinds and strings/chords will become brittle from daily exposure to the sun and aging.

Improperly hung pictures, decorations, and mirrors - If these items are properly attached to the wall, they shouldn't fall when dusted.

Artwork, collectibles, or heirlooms valued over $200 - These items are costly and/or difficult to replace. The risk of cleaning such items is neither assumed by Glisten Up nor the cleaners. The customer is responsible for informing us, in writing, of any item(s) that fall into this category.

Woodwork, Antique/Vintage Wood Furniture/Floors, Unfinished & Special Order Furniture. In the event that your woodwork, wooden furniture, vintage wooden furniture, or wooden floors are not sealed or made of another material than real wood, please let us know during your booking.

It is important for customers to discuss furniture care needs if special attention is required. It is possible for customers to supply cleaning products for specific pieces of furniture, leather furniture, pianos, etc. We can provide and use the preferred product(s) if customers notify us via email.

Electricity and water are required for cleaners. In the event that a customer's utilities are turned off, he or she may reschedule for when they are back on. Cleaners will charge a 100% cancellation fee if utilities are turned off during a scheduled cleaning service.

In general, cleaners use 2-step ladders to reach 1st-floor windows, ceiling fans, and upper shelves. For liability reasons, they usually don't climb higher than that.

Heavy appliances and furniture are not moved by cleaners. To the extent that they are reachable, cleaners can clean around them and underneath.

Neither animal feces nor urine, nor hazardous waste, will be cleaned by cleaners.

Due to the potential for damage to walls, we do not offer wall cleaning services.

If the home is insect-infested upon arrival, the maid must cancel, and the customer must reschedule the booking for a later date after the home is first serviced and the infestation is no longer present. It is not acceptable for cleaners to risk bringing infestations into their own homes or the homes of other customers.

Before we begin cleaning your home, we ask that all firearms be stored and locked away for your and our protection. If a firearm is visible in a room, we will not clean it. When changing linens on beds, please do not leave firearms under pillows or mattresses.