Our policies, in plain language
Everything you need to know before you book. No fine print, no surprises.
Booking and payment
- Book online or by text. Your card is saved securely when you book.
- Your card is charged on the day of each cleaning, before your cleaner heads out.
- Prices are flat, based on bedrooms, bathrooms, square feet, and how often you book.
- No surprise charges. If your home needs much more work than you booked, we tell you the extra cost and get your OK before we start, never after.
Arrival windows
- Your cleaner arrives within your 2-hour arrival window.
- You get a reminder text the day before, and a text when they're on the way.
- Weekday windows: 8–10 AM, 10 AM–12 PM, or 12–2 PM. Saturdays: 8–10 AM or 10 AM–12 PM.
- Choose Flexible (8 AM–2 PM) and we text your exact time the day before, plus a heads-up 30 minutes out.
Rescheduling and cancellations
- Reschedule or cancel for free with 48 hours' notice.
- Changes inside 48 hours have a $50 fee. Half goes to your cleaner, who held that time for you.
- Recurring plans have no contract. Pause or cancel anytime with 48 hours' notice.
Access and lockouts
- Leave a door code, lockbox, or key, or be home to let us in.
- If we can't get in within 30 minutes of arrival, it's a lockout and a $100 fee applies. Half goes to your cleaner.
- The same fee applies if there's no running water or power, or no working air conditioning in summer.
Our 48-hour re-clean promise
- Tell us within 48 hours if anything on our checklist was missed.
- We'll re-clean those areas within 48 hours, at no charge.
- If it's still not right after the re-clean, we refund that visit.
Damage and breakage
- Please put away valuables, fragile items, and anything sentimental.
- Report any damage within 24 hours, with photos if you can.
Price changes
- Recurring prices are locked for your first 12 months.
- After that, we give 30 days' notice before any price change.
What we don't clean
- Mold, pests, or pet or human waste
- Anything that needs more than a 2-step ladder
- Moving furniture or items over 25 lbs
- Exterior windows, carpet shampooing, or junk removal
Pets and safety
- Pets are welcome. Tell us about them when you book.
- Please secure any pet that may be anxious or aggressive.
- Your cleaner may pause a job if they feel unsafe, and we'll contact you.
Tips and referral credits
- Tips are never required. 100% of any tip goes to your cleaner.
- Referral credits apply after the friend or family member you referred has their first paid cleaning.
- Credits can't be exchanged for cash.
Text messages
- When you book or contact us, we text you about your cleaning: confirmations, reminders, on-the-way texts and photo recaps.
- Message frequency varies. Message and data rates may apply.
- Reply STOP anytime to stop texts, or HELP for help.
- We only text you about your service, never messages you didn't agree to.
Your privacy
- We use your name, phone, email, and address only to schedule and provide your cleaning.
- We never sell or share your personal information. Your phone number and text consent are never shared with anyone for marketing.
- Your card is stored by our secure payment processor. We never see or keep your full card number.
- To ask about or delete your information, email hello@sundialcleaningco.com.
Questions about a policy?
Email us and we'll answer within one business day.