Clear Expectations.
Exceptional Service.

At Evermere Cleaning Solutions, we believe clear communication is an important part of  exceptional service. Please review our policies to know what to expect before, during, and after your cleaning appointment.                                   

Scheduling & Arrival

At Evermere Cleaning Solutions, we value your time and strive to provide dependable, timely service.

Arrival Time: Scheduled services may include a reasonable arrival window to account for traffic, previous appointments, or unforeseen circumstances. If a significant delay occurs, we will make every effort to notify you.

Property Access: Customers are responsible for providing safe and timely access to the property. Please provide any necessary access instructions, door codes, keys, or other information before your appointment.

Unable to Access the Property: If our team is unable to access the property, we will attempt to contact you and wait up to 15 minutes. If access cannot be provided, the appointment may need to be rescheduled and a lockout fee may apply.

Appointment Changes: If you need to make changes to your scheduled service, please contact us as soon as possible. We will make every reasonable effort to accommodate your request based on availability.

Cancellation Notice: We understand that plans can change. If you need to cancel or reschedule your appointment, please provide at least 24 hours’ notice.

Cancellation Policy: 48+ hours: reschedule with deposit credit. 24–48 hours: deposit retained and may be credited one time within 30 days. Less than 24 hours or no-show: deposit forfeited. 

Lockouts & No Access: If our team arrives and cannot access the property, we will attempt to contact you and wait up to 15 minutes. If access cannot be provided, the appointment will be considered a lockout, and the deposit will be forfeited to cover the reserved appointment time, travel, and staffing costs. Any outstanding balance from previous services must be paid in full before a new appointment can be scheduled. A new deposit will be required to secure the new appointment, subject to availability.

Emergencies: We understand that unexpected circumstances happen. Emergency situations will be reviewed individually, and we will make a reasonable effort to work with our customers.

Payment: Payment is due according to the terms provided in your service quote or agreement. Accepted payment methods will be communicated at the time of booking.

Deposits: Certain services, larger projects, or first-time appointments may require a deposit to secure the scheduled service. When required, the deposit amount and payment terms will be clearly provided before booking is confirmed.

Misrepresentation of Property Conditions: Customers are responsible for providing accurate information regarding the property’s condition when requesting a quote or booking a service. If the actual condition of the property differs significantly from what was disclosed, including excessive dirt, heavy buildup, clutter, or undisclosed cleaning requirements, Evermere Cleaning Solutions reserves the right to adjust the quoted price or decline service. If service is declined due to materially inaccurate or misleading information provided by the customer, any deposit paid will be forfeited.

Remaining Balance: Any remaining balance is due in full upon completion of the service, unless otherwise stated in your quote, invoice, or service agreement.

Additional Services: Any additional services requested and approved during the appointment may be added to the final balance.

Late Payments: Past-due balances may be subject to a late fee equal to 5% of the outstanding balance or $25.00, whichever is greater, until the balance is paid in full as disclosed in the customer’s quote, invoice, or service agreement.

Quotes: All quotes are based on the information provided at the time of the request, including the type of service, property size, number of bedrooms and bathrooms, condition of the property, requested add-ons, and other relevant details.

Prices: Final pricing may vary based on the specific needs and condition of each individual property.

Property Condition: If the property requires significantly more time, labor, or attention than reasonably anticipated based on the information provided, Evermere Cleaning Solutions will communicate any recommended price adjustment before proceeding with work outside the originally agreed scope.

Additional Services: Services or areas not included in the original quote may be added upon request and are subject to additional charges. We will communicate applicable pricing before performing additional work.

Quote Validity: Quotes are based on the scope and information provided when issued. Changes to the requested service or property conditions may require an updated quote.

Cleaning Supplies & Equipment: Evermere Cleaning Solutions will provide the standard cleaning supplies and equipment necessary to complete the scheduled service unless otherwise agreed upon.

Customer-Requested Products: If you prefer that we use a specific cleaning product, please let us know before your appointment. Customers may be asked to provide specialty products that are not part of our standard supplies.

Product Safety: For the safety of our team and your property, Evermere reserves the right not to use products that are unlabeled, improperly stored, damaged, or considered unsafe for the requested application.

Delicate or Specialty Surfaces: Please notify us in advance of any surfaces, materials, or furnishings that require special cleaning products or manufacturer-specific care instructions.

Pets: We’re happy to provide cleaning services in homes with pets. Please let us know about any pets in the home before your scheduled appointment.

Pet Safety: For the safety of your pets and our cleaning team, pets that may become anxious, protective, aggressive, or interfere with the cleaning process should be safely secured in a separate area during service.

Entering & Exiting: Our team will take reasonable care when entering and leaving the property; however, customers are responsible for ensuring pets are appropriately secured to prevent them from escaping.

Pet-Related Cleaning: Excessive pet hair, stains, or other pet-related conditions requiring additional time or specialized cleaning may result in an additional charge. Any applicable additional service or pricing will be discussed before proceeding.

Add-On Services: Evermere Cleaning Solutions offers optional add-on services that may be requested in addition to your scheduled cleaning service.

Availability: Add-ons should be requested in advance whenever possible to ensure enough time is reserved for your appointment. Same-day requests are subject to availability and may not always be accommodated.

Additional Charges: Add-on services are not automatically included in the base cleaning price and are subject to additional charges. Pricing will be communicated before the additional service is performed.

Service Scope: Some add-ons may require additional time or have specific conditions based on the size, quantity, or condition of the area being serviced. If additional work is necessary beyond the originally requested scope, we will discuss it with you before proceeding.

Care of Your Property: Our team takes reasonable care when cleaning your home or property. If accidental damage or breakage occurs during service, please contact Evermere Cleaning Solutions as soon as possible so we can review the situation.

Fragile & Valuable Items: Please secure or identify fragile, irreplaceable, sentimental, or high-value items before your scheduled cleaning. Items that require special handling should be brought to our attention in advance.

Pre-Existing Damage: Evermere Cleaning Solutions is not responsible for damage resulting from pre-existing conditions, normal wear and tear, loose or improperly installed fixtures, deteriorated surfaces, or items that were already damaged before service.

Reporting a Concern: If you believe an item or area was damaged during your cleaning service, please contact us promptly and provide relevant details and photos when available. We will review the circumstances and work with you toward an appropriate resolution.

Customer Privacy: Evermere Cleaning Solutions respects the privacy of our customers and their property. Information obtained in connection with your service will be handled with care and used only as reasonably necessary to provide and manage your cleaning services.

Service Documentation: Our team may take before-and-after photos to document property conditions, completed work, damage concerns, or other service-related matters. We will make reasonable efforts to avoid capturing personal or sensitive information.

Marketing & Social Media: Photos or videos of a customer’s property will not be used for advertising, social media, our website, or other promotional purposes without the customer’s permission.

Personal Information: Our team will respect personal belongings, documents, and information encountered while providing services. Customers are encouraged to secure sensitive documents, valuables, and other private items before their appointment.

Our Commitment: At Evermere Cleaning Solutions, we are committed to providing dependable, high-quality service and want you to be satisfied with your cleaning experience.

Reporting a Concern: If you believe an area included in your scheduled service was missed or did not meet the agreed-upon service expectations, please contact us within 24 hours of service completion and provide details or photos when applicable.

Making It Right: We will review your concern and, when appropriate, arrange a reasonable solution. This may include returning to address the specific area of concern at no additional charge.

Service Scope: Our satisfaction policy applies to services included in the original agreed-upon scope of work. Additional services, add-ons, or areas that were not included in the scheduled service are not considered missed work.

Health & Safety: The safety of our customers and team is important to Evermere Cleaning Solutions. We reserve the right to modify, pause, or decline a service when conditions present a reasonable health or safety concern.

Hazardous Conditions: Please notify us in advance of known hazards or unsafe conditions within the property. Our standard cleaning services do not include the handling or removal of hazardous materials, chemicals, needles or sharps, or other potentially dangerous substances.

Mold, Pests & Biological Waste: Extensive mold, active pest infestations, excessive bodily fluids, animal waste, or other conditions requiring specialized remediation may fall outside the scope of our standard cleaning services. If such conditions are discovered, the affected area may not be serviced.

Safe Working Environment: Customers are responsible for providing a reasonably safe environment for our team to perform the scheduled service. Areas that cannot be safely accessed or cleaned may be excluded from service.

Unexpected Conditions: If an unsafe or unexpected condition is discovered during the appointment, our team will communicate the concern whenever possible before modifying or discontinuing the affected portion of the service.

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