LINEN & LAVENDER
Our Policies
We believe clear communication creates a better experience for everyone. These policies help ensure dependable service, protect your home, and allow us to provide the thoughtful care every client deserves.
We understand that plans change.
We reserve dedicated time for every appointment. When cancellations happen with little notice, it is often difficult to fill that reserved time. Our cancellation policy helps us continue providing dependable service to every client.
No Charge
Cancel or reschedule at least 48 hours before your appointment and there is no cancellation fee.
25% of Scheduled Service
Cancellations made within 24 to 48 hours of your appointment are subject to a fee equal to 25% of the scheduled service.
50% of Scheduled Service
Cancellations made less than 24 hours before your appointment are subject to a fee equal to 50% of the scheduled service.
100% of Scheduled Service
If we arrive and cannot access the home, the appointment is missed without notice, or the cleaning cannot be completed due to circumstances beyond our control, the full scheduled service amount may be charged.
Access to Your Home
Please ensure we have the agreed-upon method of entry before your scheduled arrival. Incorrect door codes, unavailable keys, or other access issues that prevent us from performing the cleaning may be treated as a same-day cancellation.
Emergency Situations
We understand that genuine emergencies happen. If an unexpected emergency prevents you from keeping your appointment, please contact us as soon as possible. Cancellation fees may be adjusted at our discretion.
Arrival Windows
We value your time and work hard to stay on schedule. Because every home is unique, cleaning times can vary slightly from one appointment to the next. Our arrival policy allows us to provide the thoughtful, detail-focused service every client deserves without rushing through a home.
60-Minute Arrival Window
Appointments are scheduled within a 60-minute arrival window. We make every effort to arrive during that timeframe and will notify you immediately if an unexpected delay occurs.
Unexpected Delays
Weather, traffic, or a previous cleaning requiring additional time may occasionally affect our schedule. If that happens, we'll contact you with an updated estimated arrival time as soon as possible.
Home Access
Please ensure we have the agreed-upon method of entry before your arrival window begins. If we cannot access the home, your appointment may be subject to our cancellation policy.
Our Commitment
We believe quality is more important than rushing. Every home receives the same level of attention and care, even if an earlier appointment requires additional time.
Communication Promise
If we expect to arrive outside your scheduled arrival window, we will contact you by phone or text with an updated arrival estimate as soon as possible.
Home Access & Security
Your home is one of your most personal spaces, and we treat it with the care and respect it deserves. Clear access arrangements help ensure every appointment begins smoothly and your home remains secure.
Secure Entry
Before your appointment, we'll confirm the agreed-upon method of entry, whether that's a door code, garage code, lockbox, key, or another secure arrangement.
Protecting Your Information
Any access information you provide is used solely for your scheduled cleaning appointments and is treated with care and confidentiality.
Alarm Systems
If your home has a security system, please provide clear instructions before your appointment. We are not responsible for alarm charges resulting from incomplete or incorrect instructions.
Unable to Access the Home
If we arrive during your scheduled arrival window and cannot access the property, the appointment may be treated as a same-day cancellation under our cancellation policy.
Our Commitment
We respect your privacy, your property, and your belongings. Every home is treated with professionalism, discretion, and the same level of care we would expect in our own homes.
Payment Policy
We believe payment should be simple, transparent, and straightforward. The following guidelines help ensure a smooth experience for both our clients and our team.
When Payment Is Due
Payment is due on the day your cleaning service is completed unless another arrangement has been made in advance.
Payment Information
Before your first appointment, we'll review your personalized quote with you and explain the payment options available at that time.
Late Payments
Accounts not paid within seven (7) days may be subject to a late fee. Future appointments may be delayed until the account has been brought current.
Additional Services
If additional services are requested beyond your original quote, we'll review any pricing adjustments with you before completing the additional work whenever possible.
Personalized Pricing
Every home is unique. All quotes are personalized based on the size, layout, current condition of the home, cleaning frequency, requested services, pets, and any additional detail work needed to complete the cleaning to our standards.
Prices shown on our website are starting estimates only and are subject to change after reviewing your quote request or seeing the home if additional time or services are required.
We'll always communicate any pricing changes before beginning work, so you'll know exactly what to expect.
Our Quality Guarantee
We take pride in providing thoughtful, detail-focused cleaning with every visit. If we accidentally miss something that was included in your scheduled cleaning, we're committed to making it right.
If We Miss Something
If you notice an area that was included in your scheduled cleaning but was unintentionally missed, please notify us within 24 hours of your appointment.
We'll Make It Right
After reviewing your concern, we'll return to address the specific area that was missed at no additional charge whenever appropriate.
Original Scope of Work
Our Quality Guarantee applies only to the services included in your original cleaning appointment and confirmed quote.
Our Commitment
Every home is cleaned with care, consistency, and attention to detail. Your feedback helps us continue delivering the high standard of service we strive to provide.
What's Covered
- An area included in your cleaning was unintentionally missed.
- A surface that should have been cleaned was overlooked.
- A task listed in your agreed-upon service was not completed.
What's Not Covered
- Requests to re-clean the entire home.
- Additional cleaning outside the original scope of work.
- New messes or spills after the cleaning has been completed.
- Normal dust that settles after service.
- Personal preferences that differ from the agreed-upon cleaning scope.
If you ever have a concern, please contact us as soon as possible. Our goal is to resolve issues fairly, professionally, and with the same level of care we bring to every home.
Pets
We know pets are family, and we're happy to clean homes where they're part of everyday life. Our goal is to provide a safe, comfortable experience for both your pets and our team.
Tell Us About Your Pets
Please let us know if pets will be home during your appointment. Knowing what to expect helps us prepare and ensures a smoother visit for everyone.
Friendly Pets
Friendly pets are always welcome. We understand many are curious about visitors and cleaning equipment, and we'll do our best to work respectfully around them.
Pets That Need Extra Care
If your pet is nervous, protective, easily startled, or may become aggressive around visitors or vacuums, we kindly ask that they be secured in a separate room or safe area during the cleaning.
Keeping Everyone Safe
If a pet creates a situation that may be unsafe for anyone involved, we may pause or reschedule the cleaning until it can be completed safely.
Our Promise
We treat every home with care, including the pets who live there. Please let us know if your pet has any special routines, escape concerns, or instructions you'd like us to follow while we're in your home.
For the health and safety of both our clients and our team, we do not clean biohazards, excessive pet waste, or other conditions that may present a health risk. If we encounter these conditions, we'll discuss the next steps with you before continuing.
Safety & Service Limitations
The safety of our clients, their homes, and our team is always our highest priority. While we're committed to providing exceptional home cleaning, there are certain situations where we may limit or decline services to protect everyone involved.
Heavy Furniture
To prevent injury and property damage, we do not move large appliances or heavy furniture. We clean visible and reasonably accessible areas around these items unless they have been moved before our arrival.
High Areas
For safety reasons, we use only a standard household step stool. We do not clean areas that require tall ladders, roof access, or unsafe climbing.
Health & Safety Hazards
We do not clean areas involving biohazards, excessive mold, pest infestations, hoarding conditions, human or animal waste beyond normal household cleaning, needles, or other potentially hazardous materials.
Home Condition
If we encounter conditions that could damage your home or create an unsafe working environment, we may pause the cleaning until the issue has been safely addressed.
Specialty Surfaces
Please let us know in advance about delicate finishes, natural stone, antique furniture, or specialty materials that require specific care or cleaning products.
Our Right to Decline Service
Linen & Lavender reserves the right to decline or discontinue any service if conditions present an unreasonable safety risk to our clients, our team, or the property.
Our Commitment to Professional Care
Our policies aren't intended to limit service—they're designed to ensure that every cleaning is completed safely, professionally, and to the high standards our clients expect.
If we're ever unable to complete a requested task for safety reasons, we'll explain why and discuss any appropriate alternatives whenever possible.
Weather & Unexpected Emergencies
While we make every effort to keep appointments as scheduled, occasionally severe weather or unexpected emergencies make it unsafe or impractical to travel. If that happens, we'll communicate with you as quickly as possible to find the best solution.
Severe Weather
During snow, ice, flooding, wildfire activity, or other hazardous weather conditions, appointments may be delayed or rescheduled if travel cannot be completed safely.
Unexpected Emergencies
Illness, family emergencies, vehicle issues, or other unforeseen events may occasionally affect our schedule. If this happens, we'll notify you as soon as possible and work with you to reschedule your appointment.
Communication
If weather or an emergency affects your appointment, we'll contact you by phone, text, or email with updates and available rescheduling options.
Rescheduling
When appointments must be postponed because of severe weather or an emergency, we'll make every reasonable effort to schedule your cleaning at the next mutually convenient opportunity.
Our Commitment
We understand your time is valuable. If circumstances beyond our control affect your appointment, we'll communicate promptly, provide updates, and work with you to find a new appointment as quickly as possible.
Questions About Our Policies?
We believe the best client relationships are built on clear communication and mutual respect. If you have questions about our policies, services, or what to expect before your appointment, we’re always happy to help.
Our goal is to make every step—from requesting a quote to walking into your freshly cleaned home—as simple, transparent, and stress-free as possible.
Thank you for considering