Simple and clear
Client Policies
As we've grown, we've put a few simple policies in writing so scheduling stays organized and fair for our clients and our cleaning team. Most of this is simply putting in writing how we already operate, with the goal of keeping expectations clear on both sides.
Quotes, pricing & changes to the job
Website prices are starting points. Final quotes are based on the size and condition of the home, buildup, pet hair, clutter, add-ons, travel, and the amount of work involved. If the home or requested work is substantially different when we arrive, we will talk with you before doing work that would increase the quoted price.
Booking deposits
Some first-time, deep-clean, move-in/move-out, or larger appointments may require a 25% booking deposit to reserve the scheduled time. Any required deposit is applied toward the final cleaning total. If an appointment is canceled inside the late-cancellation window, some or all of the deposit may be applied toward the cancellation fee.
Cancellations & rescheduling
We understand that plans change and ask for at least 24 hours' notice when an appointment needs to be canceled or moved. Cancellations or rescheduling with at least 24 hours' notice do not have a cancellation fee. Cancellations with less than 24 hours' notice may be charged 50% of the scheduled service. If our team is already traveling to the property, has arrived, is turned away, or cannot access the property at the scheduled time, the appointment may be charged up to the full scheduled amount. We will always try to work with clients when there is a genuine emergency.
Access to the property
Please make sure our team can access the home or property at the scheduled appointment time. If we cannot enter the property and cannot reach you, or if the appointment is canceled after we have already traveled to the job, the visit may be treated as a same-day cancellation under the cancellation policy.
Payment & late balances
Payment is due upon completion of the scheduled cleaning unless another arrangement has been approved in advance. We ask that payment be submitted within one hour of completion so the appointment can be closed out and our records stay current. If payment has not been received within one hour, the balance is considered past due and we may send a payment reminder. Balances that remain unpaid for more than 24 hours may be subject to a $15 late payment fee. Future appointments may be paused until the account is current.
Cards kept securely on file
When a client chooses or is asked to keep a card on file, the card information is handled securely by our payment processor, Stripe. Lyn & Lili's does not store the full card number on this website. A saved payment method may be used for agreed cleaning charges and any cancellation or no-access fee that applies under these policies. Clients may contact us to change or remove a saved payment method for future charges.
Add-ons & extra work
Extra services that were not included in the original quote will be discussed before they are added. We do not want you finding out about an unexpected charge after the job is already finished.
Safety & specialty cleanup
Some conditions require specialty remediation or equipment beyond normal home cleaning. We may decline or stop work if we find unsafe conditions, active infestations, hazardous materials, or cleanup that falls outside the service that was booked.
Why we use these
Reserved appointment time matters on both sides.
When a cleaning is scheduled, we plan travel, staffing, and the rest of the day around that appointment. Last-minute changes can leave a time slot we can no longer fill, especially once the team is already on the road.
These policies are not meant to make normal schedule changes difficult. They are here so new and existing clients know what to expect, and so we can keep serving everyone as consistently as possible while the business grows.
Genuine emergencies happen
If something unexpected happens, talk to us. We will always try to handle genuine emergencies reasonably. The cancellation policy is primarily there for preventable last-minute cancellations, no-access situations, and appointments canceled after travel has already begun.
Questions about a policy?
Give us a call or text if you are unsure how a policy applies to your appointment. We would rather clear something up ahead of time than have either side guessing.