Policies

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For Safety and quality, we may decline or stop service if we encounter:

• Biohazards (human/animal waste, blood, needles, strong mold, infestations, or unsafe conditions).
• Aggressive behavior or an unsafe environment.
• Utilities turned off (no running water/electricity) when needed to perform the service.

If service is stopped after arrival due to these conditions, the deposit may be forfeited, and trip/arrival fee may apply.

Best ways to communicate

• For fastest service, reply in the same thread used to book the job: text, Yelp, Thumbtack, email, or Square invoice.
• Please keep photos, add-ons, access notes, and changes in one conversation thread when possible.
• Time-sensitive day-of-service messages should begin with “TODAY:” so we can identify them quickly.

Holding a spot

• Availability options are first-come, first-served until the quote/scope is approved and the 50% deposit is received.
• A date/time is not reserved unless we confirm it in writing and the deposit is paid.
• If details are missing, we may ask for photos, square footage, or a video walkthrough before confirming.

Respectful communication

• We expect respectful communication both ways.
• We may decline service or discontinue communication for harassment, threats, aggressive behavior, inappropriate conduct, or unsafe demands.

• +48 hours notice: You may reschedule one time and your deposit will be moved to the new date (subject to availability).
• Less than 48 hours notice: The deposit is forfeited due to late cancellation. A new deposit is required to rebook.
• Same-day cancellations/ no-show: Deposit is forfeited and a same-day cancellation fee may apply (typically$60) because the crew and travel are already committed.

We love pets and we're happy to clean homes with them, we just need a safe, smooth work environment.

• Please tell us before service if pets will be present and whether they shed heavily.
• Pets must be secured in a separate room, yard, crate, or area away from where we are actively cleaning.
• Pets may not freely follow cleaners, block work areas, jump on equipment, escape through doors, or create safety risks.
• If a pet is aggressive, highly anxious, snapping, barking excessively, repeatedly interfering, or not secured, we may pause or stop service until the pet is secured.
• If pets prevent safe access for more than 15 minutes or service cannot continue, the job may be treated as a lockout/client-caused cancellation and the deposit may be forfeited.
• Light to moderate pet hair is included when disclosed. Heavy shedding, heavy dander, embedded hair, or pet odor may require additional time/condition pricing.
• We do not clean feces, urine, vomit, litter-box accidents, or biohazard-level pet messes as part of standard service.
• Please let us know if any pet is an escape risk so we can be careful when doors are opened for supplies/equipment.

Please make sure we have the correct address, parking instructions, gate codes, alarm codes, pet instructions, and entry plan before the arrival window. If we arrive and cannot access the property, or if the client does not respond to calls/messages within 20 minutes, the appointment may be treated as a same-day cancellation / lockout.

If the appointment is treated as a lockout, the 50% deposit is forfeited because the crew, route, and time were already reserved. A new deposit will be required to reschedule.

If we are able to wait and still complete the cleaning, the waiting time may either reduce the cleaning time available or require an updated price/time adjustment before continuing. We cannot guarantee the full original scope if access delays shorten the scheduled service window.

Please provide clear parking instructions before the appointment. Because our team brings cleaning supplies, equipment, and tools, parking must be reasonably close to the property entrance so the team can unload and begin on time.

If close parking is not available, the client is responsible for giving us the best available parking option, entry instructions, and any building access details before arrival.

If our team has to park far away, circle for parking, wait for access, or carry equipment a long distance, this may delay the start time, reduce the available cleaning time, or require an adjusted price/time window. We cannot guarantee the full original scope if parking/access delays shorten the scheduled service window.

If parking/access is not available within 20 minutes of arrival, the appointment may be treated as a same-day access issue/lockout and the deposit may be forfeited. A new deposit may be required to reschedule.

Accepted payment methods

• Zelle.
• Apple Pay.
• Credit/debit card through Square invoice/payment link.
• PayPal, when approved.
• Cash, when approved.

Balance due

• The remaining balance is due on the day of service, immediately upon completion, and before our team leaves the property unless another arrangement is approved in writing before the appointment.
• If the client is not present at completion, payment must be made remotely through an approved payment method before the team leaves.
• Completed labor, time on site, approved add-ons, and confirmed scope must be paid as agreed.
• Service concerns must be reported within 24 hours for review under our re-clean policy. Payment may not be withheld for concerns that can be reviewed through the re-clean process.
• Future appointments may be paused until any balance is paid.

Transparent pricing and online payment

• The confirmed invoice total is the amount due for the approved service and scope.
• Any required processing cost, platform cost, or payment-related cost that applies to the selected payment setup should be built into the quoted/invoiced total when applicable, not added as a surprise after service.
• Optional payment methods or optional add-ons may have different pricing only when disclosed and approved before booking.

Chargebacks and disputes

• For card, Square, or PayPal payments, unauthorized chargebacks for completed services may be disputed with documentation including messages, invoices, photos, timestamps, scope confirmation, and payment history.
• If a client has a concern, they should contact us within 24 hours so we can review it directly and determine whether a touch-up applies.

We provide professional cleaning to improve cleanliness and appearance. Some conditions are permanent staining, wear, etching, aging, material failure, or damage — not removable dirt. Cleaning improves condition but does not restore surfaces to “like-new.”

Permanent or limited-improvement conditions

• Etched or permanently stained shower glass from hard water.
• Permanent grout discoloration or stained/deteriorated caulk.
• Rust stains that have penetrated porous surfaces.
• Paint, dye transfer, sun fading, yellowing, or aged grime.
• Burn marks, deep scratches, chips, peeling, or damaged finishes.
• Water damage, swelling, warping, or delamination on wood, laminate, or MDF.
• Worn, scratched, peeling, or water-damaged cabinet finishes.

Mold, mildew and biological staining

• We may clean light surface mildew staining on accessible approved bathroom surfaces when safe.
• We do not provide mold remediation.
• Mold behind surfaces, recurring mold, heavy growth, moisture problems, or widespread mold requires repair/remediation by a qualified specialist.
• Deteriorated grout/caulk may require replacement for best results.

Heavy buildup and restoration-level work

• Standard and deep cleaning include normal cleaning methods for typical buildup.
• Severe hard-water scale, etched glass, heavy calcium, thick grease layers, severe soap scum, heavy grout staining, and embedded pet hair may require additional time, specialty methods, or separate pricing.
• We will not use unsafe methods that risk damaging surfaces just to force a result.

Pre-existing damage and fragile/high-risk items

• We are not responsible for damage caused by pre-existing wear, poor installation, loose fixtures, unstable shelves, cracked glass/tile, deteriorated grout/caulk, damaged seals, water-damaged materials, or unstable items.
• If we notice pre-existing issues, we may document them with photos/notes and may skip unsafe areas.
• Clients should secure fragile, valuable, sentimental, or irreplaceable items before service.

Surface/product limitations

• Clients should disclose natural stone, specialty finishes, delicate materials, newly painted surfaces, refinished surfaces, or manufacturer-specific care requirements before service.
• We use surface-appropriate products and follow label guidance, but results depend on material, age, condition, and maintenance history.
• If the client requests a specific product, the product must be provided/approved in advance. Results may vary and the client accepts product-performance limitations unless misuse is documented.

• We do not offer refunds. Our resolution is a re-clean/touch up when eligible under this policy.

We take pride in our work and want every client to feel confident in the service received. If something cleanable was missed that was part of the approved scope, please contact us within 24 hours of service completion with photos or video of the concern.

Eligible touch-ups apply only to missed items that were:

• Included in the approved service scope or paid add-ons
• Accessible and ready to clean during the original appointment
• Not blocked by clutter, personal items, locked rooms, pets, safety issues, or lack of access
• Cleanable through normal professional cleaning methods

If approved, we will schedule a touch-up at our next available opening, typically within 3–7 days, depending on routing and availability.

Re-cleans do not apply to permanent stains, hard-water etching, damaged grout/caulk, rust penetration, worn finishes, pre-existing damage, mold remediation, new dirt/spills after service, pet accidents after service, or add-ons that were not purchased.

We do not offer refunds for completed services. Our resolution for eligible concerns is a touch-up/re-clean of the affected area within the approved scope.

We may take photos during service for:

• confirming scope/condition
• documenting before/after results
• quality control and cleaning

Rules we follow

• We do not intentionally photograph personal or sensitive items (faces, mail, documents, family photos, valuables, photos with identifying details.
• Photos are focused on the work area only.

We can skip photos entirely at your request - just tell us before we begin.

We take care in every home and business. Rare accidents can happen, and this policy explains how we document and handle issues fairly.

Insurance

• Martinez Cleaning Services is insured.
• Insurance coverage and claim decisions are subject to the terms, exclusions, and limits of the policy.
• Not every concern is an insurance claim; we first review documentation, scope, surface condition, and facts.

If something is damaged during service

• We will notify the client promptly when we become aware of an issue.
• We may take photos of the item, area, and any pre-existing wear/damage.
• If continuing could worsen the issue, we may pause work in that area.
• Resolution may include repair, replacement, reimbursement, or insurance review depending on facts, documentation, and coverage.

Reporting damage concerns

• Damage concerns must be reported within 24 hours of service completion with photos and a description.
• Concerns reported after this window may be difficult to verify and may not be eligible for resolution.
• We are not responsible for pre-existing damage, poor installation, unstable items, worn finishes, water-damaged materials, or items that were not secured before service.