Customer Guidelines

Tidy Havens, House Cleaning, Cleaning Service, Deep Cleaning, Residential Cleaning, Boston, Massachusetts, House Cleaning Service Near Me, House Cleaning Service in My Area

Over-the-Phone Quotes

We value your time and strive to deliver the most accurate estimate. To do this, we need you to provide honest and detailed information about your home during booking. As we do not inspect each space before cleaning, the accuracy of your information is essential.

Should we find that your home requires more time than initially estimated, we will notify you right away. At that point, we will either extend our time at the current hourly rate or adjust our priorities for your cleaning. Additional charges will only be applied with your consent.

To ensure a smooth cleaning process, please make sure you are accessible by phone or email during your service in case we need to get in touch.

Getting Ready for Your Cleaning

To allow us to deliver thorough and top-quality cleaning, we kindly request that you organize and straighten up your home as much as possible before we arrive. Although we value your willingness to assist, please avoid doing any cleaning yourself beforehand. Our estimated cleaning time is allocated solely for cleaning and does not account for tidying up unless requested in advance.

Setting the Best Conditions for Your Cleaning Appointment

To allow our cleaning technicians to work without interruptions, please minimize any distractions. We suggest arranging your cleaning appointment for a day when fewer people will be at home and ensuring all rooms are accessible during the scheduled time.

Unique Preferences

If there are any specific needs or extra services you require, kindly direct them to our office rather than the cleaning technicians. Please reach out to us ahead of time to schedule any additional services and discuss your requests.

Arrival for Scheduled Appointments

We aim to deliver outstanding service to all our clients, however, we cannot offer specific appointment times. Our technicians will arrive between 8:00 am and 9:00 am for morning appointments and between 11:00 am and 3:30 pm for afternoon appointments. Please be aware that the estimated arrival window may vary due to factors such as frequency options, scheduling adjustments, and traffic conditions.

We recognize the significance of punctuality and value your patience in this regard. Our technicians will promptly arrive within the designated time frame to deliver the exceptional service you anticipate from Tidy Havens. Should you have any inquiries or concerns regarding our appointment arrival policy, please feel free to reach out to us.

Gaining Entry to Your Residence

We advise our clients to ensure secure access using electronic door keypads, garage door keypads, or lockboxes placed in a secure location on the property. If you opt to leave a door unlocked or a key hidden, we will enter only with your explicit permission. For security reasons, we at Tidy Havens do not retain or handle any property keys.

Cancellation and Lockout Guidelines

At Tidy Havens, we deeply respect the time of both our team members and our valued clients. Hence, we adhere strictly to a 48-hour cancellation policy. Should you need to cancel or reschedule your appointment, we kindly ask for at least 48 hours' notice before your scheduled cleaning. This allows us to offer the available time slot to other clients in need of our services.

Please be aware that any cancellations or rescheduling within the 48-hour window will incur a charge of 50% of the total service fee. Additionally, same-day cancellations, failure to grant access to your home upon our arrival, or refusal to allow our employees to proceed with the cleaning will result in the full service fee being charged. We appreciate your understanding in this matter, as it enables us to maintain our commitment to providing efficient and reliable service to all our clients.

Appointment Rescheduling Guidelines

To ensure a thorough and consistent cleaning experience, we highly recommend that our clients adhere to their regularly scheduled appointments. Should you need to reschedule, please complete our appointment reschedule form, which is mandatory for all rescheduling requests.

Depending on how frequently you use our service, additional time might be necessary to bring your home back to its optimal condition during our next visit. Therefore, a skip fee of $35.00 will be applied to your next cleaning.

Please be aware that rescheduling within 48 hours of your appointment will incur a cancellation fee (refer to our cancellation policy). However, if you reschedule within the same week as the original appointment (within 7 days), no additional charges will apply.


Payment is due at the time of service. We accept all major credit cards, and the card you have on file will be charged on the day of your cleaning. A link will be provided to collect your credit card info. For security reasons we do not take credit cards info over the phone.

Appreciation of our Hardworking Staff

We take pride in the dedication of our cleaning technicians, who consistently strive to deliver exceptional service to guarantee your satisfaction. While tipping is not obligatory, it is greatly valued by our diligent team. If you opt to leave a cash gratuity, kindly ensure it is clearly designated as such. Alternatively, you can include a tip with your credit card payment by contacting our office via phone, text, or email, or by completing the tip your house cleaning technician form.

Please be advised that we are unable to accept tips in the form of a check, and any unmarked funds cannot be recognized as a tip. Your acknowledgment of our team's efforts is truly appreciated.

Environmental Responsibility

At Tidy Havens, we urge our clients to participate in recycling efforts. Kindly segregate and dispose of recyclable materials in accordance with your local regulations prior to our visit.

Managing Dishes

As part of our cleaning procedure, we allocate a few minutes to load the dishwasher, allowing us to clear the sink for thorough cleaning. Please be aware that any dishes inside the dishwasher will be presumed dirty. If they are clean, we kindly ask you to unload the dishwasher prior to our arrival. Moreover, any dishes left in the sink will be presumed dishwasher-safe and will be loaded accordingly. However, if your sink is filled with dishes requiring hand washing, this will be considered an extra service and may attract additional charges. We will furnish you with a quote for any additional services needed before commencing the cleaning process.

Pet Policy

We warmly welcome pets, but their safety, as well as that of our staff, is paramount. We kindly ask that you confine your pets to a designated area of your home during the cleaning service. In the event that your pets remain indoors during our cleaning, rest assured we will take every precaution to ensure their safety. However, please note that we do not engage in activities such as taking pets outside, feeding them, or cleaning up any pet-related accidents.

Protection of Valuables

Should you possess any collectibles or valuable items, we kindly request that you inform us, enabling us to make a note on your account. Please take care of cleaning and handling delicate items such as curio cabinets, figurines, glassware, antiques, and items of significant sentimental or monetary value yourself. While our team members are trained to handle your possessions with the utmost care, we cannot assume responsibility for any damages that may occur during the cleaning process. Your cooperation in ensuring the safety and security of your valuables is greatly appreciated.

Climate Control

Prior to our arrival, we kindly request that you set the indoor temperature to a comfortable level. Extreme temperatures, whether too hot or too cold, can be physically uncomfortable and potentially hazardous for our cleaning technicians. Ensuring a pleasant climate within your home allows our team to work efficiently and effectively, ensuring the best possible cleaning experience for you. Your cooperation in this matter is greatly appreciated.

Employee Safety and Service Standards

Ensuring the safety and well-being of our employees is paramount as we deliver top-notch cleaning services to our valued clients. To uphold this commitment, we adhere to a comprehensive Hazardous and Expertise Policy that outlines specific items and areas we do not clean due to safety concerns or lack of expertise. Our policy prohibits the cleaning of animal feces, human blood, bodily fluids, or any hazardous materials that could jeopardize the health of our employees. Likewise, we refrain from cleaning mold, asbestos, or other harmful substances that necessitate specialized training or equipment. In addition, we avoid cleaning areas inaccessible with a standard 2-step ladder, such as high ceilings or hard-to-reach corners. Our cleaning technicians are strictly instructed not to move heavy items that require more than two people or specialized equipment for safe handling. Please be aware that while this list covers many scenarios, it may not encompass all potential hazards. We continually assess and update our policies to ensure the ongoing safety and expertise of our team. Your understanding and cooperation in maintaining a safe working environment are deeply appreciated as we strive to provide you with exceptional cleaning services.

Damage and Breakage Policy

In the event that we inadvertently cause damage or breakage to any item in your home, we will promptly notify you and collaborate with you to reach a fair resolution for repair or replacement, within reasonable limits. Your satisfaction and peace of mind are our top priorities. Should you identify any breakage or damage that we might have overlooked, we kindly ask that you report it to us within 24 hours of your cleaning service. Please be aware that while we take great care in our work, Tidy Havens cannot assume responsibility for items that break or sustain damage due to unstable bases or improper attachment or securing to the wall. Thank you for your understanding and cooperation.

Non-Solicitation of Employees

At Tidy Havens, we devote substantial effort and resources to recruit, vet, hire, and train our team members to deliver exceptional service to our valued clients. We take pride in our team's stability and expertise, which is why we uphold a strict policy against directly soliciting our employees for employment opportunities within 24 months of their departure from our company. We kindly request that our clients refrain from directly approaching our employees for independent work during this period. To ensure fairness and uphold the integrity of our business, should this policy be violated, a finder's fee of $5,000 will be imposed if any client opts to hire a former cleaning technician from Tidy Havens for private services. We deeply appreciate your cooperation in preserving the integrity of our workforce and maintaining our commitment to excellence. Thank you for your understanding and support.

Photographic Documentation

During your initial cleaning appointment and move-in/out cleaning services, we may capture before and after photos. These images serve to ensure your satisfaction and uphold our stringent cleaning standards. In some instances, we may also photograph work areas during recurring appointments if the home deviates from its typical condition. These photos aid in training, serve as proof of our work, and showcase our commitment to excellence. Please be assured that we never photograph personal items such as family photos or jewelry. However, if you prefer that we refrain from photographing work areas in your home, kindly notify our office before your cleaning appointment to sign a waiver of liability. It's important to note that our satisfaction guarantee may not apply if our cleaning professionals are unable to demonstrate cleaning progress in your home to our office team. Your understanding and cooperation are greatly appreciated.

Social Media Imagery

At Tidy Havens, we take great pride in highlighting the exceptional cleaning services we offer to our valued clients. With your consent, we may capture before and after photos to feature on our social media platforms or website. Rest assured, we understand the significance of privacy, and we guarantee that we will not reveal any personal items, such as family photos or names, in these images. Our focus will solely be on showcasing the areas we've cleaned and any furniture or decor that may have been repositioned during the cleaning process. If you prefer not to have any photos taken of your home, please inform us before your scheduled cleaning appointment. Your preferences and privacy are paramount to us, and we will always honor your requests. Our ultimate objective is to deliver an unparalleled cleaning experience while upholding your trust and dignity. We sincerely appreciate your consideration in allowing us to share our cleaning achievements with others.

Customer Satisfaction and Feedback

At Tidy Havens, your satisfaction is our top priority, and your feedback plays a vital role in maintaining the quality of our services. We greatly value your input and communication, as they enable us to continually enhance our service standards. We encourage you to share your overall experience and any feedback with us regularly, as it helps us address any concerns or issues promptly. Our dedicated team takes immense pride in their work and strives to meet your expectations at every visit. If for any reason you are not fully satisfied with our service, we urge you to inform us so that we can take corrective actions promptly. We kindly request that you utilize our feedback surveys after each cleaning session to facilitate ongoing communication with both our office and your assigned cleaning technician. We believe that consistent communication is key to ensuring the consistency and quality of our services. Thank you for entrusting us with your cleaning needs and for your valuable feedback, which enables us to continually improve and provide you with the exceptional service you deserve.

Rate Adjustments

At Tidy Havens, we are committed to delivering top-notch cleaning services tailored to your needs. While our rates may undergo adjustments from time to time, we assure you that any changes will be communicated to you well in advance. Furthermore, if there are changes in the conditions or requirements of your home, it may necessitate a revision in pricing to ensure that we continue to meet your expectations. In the event that you temporarily discontinue our services and later decide to reinstate them, please note that you may be subject to a new rate based on the prevailing conditions and service offerings at that time. Rest assured, we always strive to provide transparent communication regarding any adjustments to our pricing structure, ensuring that you receive the quality service you deserve at a fair and reasonable rate.

Confidentiality Agreement

At Tidy Havens, we place paramount importance on maintaining the confidentiality of our clients' information. We understand that the details pertaining to your business operations, customers, financial matters, properties, and operational methodologies are of a sensitive nature and constitute confidential information. As such, we pledge to uphold the strictest confidentiality standards, both during the term of our agreement and thereafter. We commit to refraining from disclosing any confidential information to any third party, whether orally, in writing, or through any other means. Additionally, we undertake to ensure that our employees are bound by the provisions of this confidentiality agreement. Moreover, we respect your privacy preferences, and therefore, provide you with the option to opt out of having your public reviews and private feedback used as references or testimonials for the promotion of Tidy Havens' services. Rest assured, your trust and confidence in our commitment to confidentiality are of utmost importance to us, and we take every measure to safeguard your sensitive information with the highest degree of integrity and discretion.

Satisfaction Guarantee and Refunds Policy

At Tidy Havens, we are committed to delivering meticulous and top-quality cleaning services. However, in the rare instance that our service falls short of your expectations, we stand behind our work and take full accountability. We pledge to work closely with you until you are entirely satisfied with the results. Should you find any aspect of our service unsatisfactory, please reach out to us within 24 hours of your cleaning appointment via phone or email. We will promptly schedule a return visit to address any missed areas and ensure they meet your standards. However, it's important to note that we cannot guarantee touch-ups for items or areas that have been previously damaged, poorly maintained, stained, or have reached a state beyond regular cleaning. While we do not offer refunds, our team remains dedicated to achieving your satisfaction. We are committed to working tirelessly until you are completely content with the outcome of our services. Your happiness and the cleanliness of your home are our top priorities.

Cancellation of Ongoing Services

At Tidy Havens, we recognize that situations may arise that lead to the need to cancel your ongoing cleaning services. To facilitate a smooth process, we kindly request that you complete our service cancellation form. As we operate without long-term contracts, you have the flexibility to cancel your recurring services at any time. Upon receiving your completed cancellation form, we will promptly confirm the cancellation and address any applicable fees or refunds. Please be aware that cancellation requests made within 48 hours of your scheduled appointment will incur a cancellation fee, which will be reflected in your subsequent cleaning appointment. Your cooperation and understanding are greatly appreciated as we strive to deliver exceptional service. Thank you for taking the time to review our customer guidelines. We trust they have provided clarity regarding our services and policies. Should you have any inquiries or concerns, please feel free to reach out to us. We value your patronage and endeavor to ensure your experience with us is both positive and memorable.

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