Customer Guidelines | High End Home Cleaning

Your guide to working with us

Customer Guidelines

Office Hours
Monday to Friday 9:00 AM - 6:00 PM
Saturdays 10:00 AM - 2:00 PM

Cleaning Appointments
Monday - Friday 9:00 AM - 5:00 PM*

Hours of Operation

*Weekend appointments may be available upon request.

Contact

Text or call us at (973) 381-1600

Email support@highendhomecleaning.com

Service Expectations

We are committed to delivering a cleaning experience you love. To help us achieve that, we ask for a little preparation on your end:

1

Keep surfaces clear and tidy before we arrive

2

Avoid using rooms that are being cleaned

3

Allow floors to dry completely before walking on them.

4

Store fragile, irreplaceable, or sentimental items in a secure location.

5

Keep pets and young children safely away from the areas being cleaned.

Important Notice!

If we arrive and the home differs significantly from the original booking description — additional rooms, a larger footprint, or conditions requiring deeper cleaning — we will discuss any adjustments with you before beginning.

We do not service hoarding situations. We reserve the right to update the scope or pricing if the property's condition differs from what was quoted.

You will never be charged for anything without your explicit approval. Fairness to our clients — and our team — is non-negotiable.

We understand that plans change. Please give us at least 48 hours’ notice to cancel or reschedule your appointment.

Rescheduling & Cancellations

Less than 48-hour notice: $100 fee applies
No access upon arrival: $100 fee applies
Emergencies: handled with empathy & flexibility

This policy ensures fair scheduling and compensation for our team.

Home Access

Supplies & Equipment

If you won’t be home, no problem—just let our team know in advance. As long as we have access (key, code, etc.), you’re free to go about your day. Many of our clients choose to step out during their cleanings—it’s completely up to you.

All access credentials are stored securely and accessed only by authorized staff.

We arrive fully equipped with everything needed to clean your home.

If you prefer that we use specific products just let us know in advance and we will do our best to accommodate the request.

Please note: High End Home Cleaning is not liable for results or damage caused by client-supplied products.

Pet Policy

We adore pets. They are part of your family! To make the cleaning process safe and stress-free for everyone involved:

Please secure pets in a separate area during the cleaning appointment.
Let us know if your pet tends to be anxious or reactive around new people or equipment.
Share any special handling instructions or preferences so we can be mindful.

Every animal in your home is welcomed with the same kindness and consideration we give everything else.

Team Health & Safety

To protect the wellbeing of our cleaning professionals, our team members are instructed not to:

Lift anything exceeding 20 lbs.
Climb above a two-step step stool.
Move heavy appliances or oversized furniture.
Handle hazardous materials, visible mold, or active pest infestations.

We use professional extension tools to reach high or hard-to-access areas whenever possible.

Payment Terms

Payment is due on the date of service. We accept credit and debit cards only. Payment is automatically applied after your cleaning is complete — no need to be home, no awkward exchanges. You will receive an invoice via email for your records.

Adding your card is simple:

Enter it directly through your secure client portal, or
Share it with us over the phone and we will add it on your behalf.

Want to leave a tip for your cleaning team? We love that. You’re welcome to give it to them in person or let us know, and we’ll add it to the card on file.

We do not accept cash or checks.

Please note: your booking is not confirmed until a valid card is on file. This ensures your appointment is fully reserved and your cleaning team is ready for you.

Your satisfaction is our standard — not a bonus. We believe the best service relationships are built on honest, two-way communication. If something fell short of your expectations, we genuinely want to know — and we will make it right.

Our Satisfaction Guarantee

Reach out within 24 hours of your cleaning appointment.
Briefly describe what occurred and include photos if possible.
We will promptly schedule a follow-up visit or re-clean.

Requests submitted after this window are not eligible for a complimentary re-clean, and full payment will be required as agreed.

For internal quality assurance purposes, our team may capture before-and-after photos of cleaned areas. These images are kept confidential and never contain personal or identifiable information.

Photo Policy

Selected photos may be used in our marketing materials. You may opt out of this at any time — simply let us know.