Policies and Terms of Service

CANCELLATION
If it is necessary to cancel your scheduled service, Arcana Cleaning LLC requires a 24-hour notice. If we receive less than 24 hours notice, or if we cannot access your home, you will be charged a $25 fee. In the case of inclement weather, we will contact you to reschedule you appointment at no additional charge.

ACCESS
You may leave a key to your residence with Arcana Cleaning LLC. If you have an alarm system, please give access instructions to your Arcana Cleaning LLC office. If it is not possible to leave a key with us, you may meet the service provider at your residence. Please refer to the Cancellation Policy should Arcana Cleaning LLC be unable to access your home during the preset arrival window.
If neither of the above is possible, please make alternate arrangements with Arcana Cleaning LLC.

PAYMENT
Arcana Cleaning LLC gladly accepts debit or credit card, cash, check, and Venmo. Full payment is due immediately upon completion of your cleaning. After 5 days, a fee of $25 per day will be added to your amount due. After 14 days Arcana Cleaning reserves the right to file a report for theft of service and/or file to place a lien on your property. A $25 fee will be charged for each returned check. Our minimum charge for any and all services is $150. Prices are not negotiable.

SCHEDULING
One-Time Cleanings are scheduled as standard blocks of time. Every effort will be made to complete your service within the time allocated. Please note that it can take a few cleanings to confirm your ongoing maintenance needs. We ask for your patience while we learn how to best clean your home and assure you that we will move from deep cleaning into maintenance cleaning as quickly as possible.
We strive to have the same staff members clean your home or office on a regular basis, however, this is not guaranteed. Due to vacation, illness or departure from the company, Arcana Cleaning LLC may occasionally provide a replacement cleaning professional. Some of our cleaning technicians may be subcontractors who provide their own supplies and equipment. For their safety and to comply with Federal OSHA regulations, our cleaning technicians are prohibited from using ladders other than company provided ladders and are instructed to wear shoes in your home.
Prior to the cleaning technician’s arrival, please remove all items, clothing, toys, etc. that may delay the efficient cleaning of your home. This will maximize productivity and minimize the time we spend to clean your home.
If, due to the unique nature of your home, your service providers are unable to complete your cleaning within the amount of time requested, we may contact you to ask for authorization to spend more time cleaning your home. We will inform you of additional costs before proceeding with the work.
Arcana Cleaning LLC will not be responsible for damage due to faulty or improper installation of items. Please inform us of any items in your home that require this type of attention. The cleaning crew will immediately notify the client of any accidental damage that occurs during each job. If the client finds any damage in the home as a result of our cleaning service, we ask that you notify Arcana Cleaning LLC within two 2 days after service. If notification is made past the two 2-day time period, Arcana Cleaning LLC reserves the right to deny compensation.
Please secure all pets that are dangerous to our employees inside and outside of your house. Arcana Cleaning LLC cannot be responsible for cleaning up after pets.
Our costs of doing business rise annually so we reserve the option to adjust our cleaning fees on an annual basis. We give as much notice as possible whenever this happens. Please understand we take very seriously how any increases affect our customers and do so only when there is no other option.
We invest time, money and energy in training our employees. We ask that the client understands and agrees to a $2,500 fee should the client try to solicit and hire any of Arcana Cleaning LLC employees while they are employed by the company or within three years following the employee’s last day as an employee of Arcana Cleaning LLC.

ARRIVAL WINDOWS
To ensure quality service for all valued clients, Arcana Cleaning LLC cannot specify exact arrival times. Service provider(s) will arrive within the following timeframes:
When we have a key to the home, our arrival window is between 8am and 4pm but will be specified within a 1 hour window.
When we are meeting someone at the home, we will set a 1 hour arrival window between the hours of 8am and 5pm.
IN-HOME TIME (LABOR HOURS)
Generally, our service providers work in teams of one or two. Please note that, when more than one person is assigned, the quoted time required to complete the job, which was given in labor hours, is reduced. For example, if you were scheduled for a 4 labor-hour service and two service providers are assigned, the total in-home cleaning time is reduced.

HOLIDAYS
If your scheduled cleaning falls on a holiday that Arcana Cleaning LLC observes, we will contact you to reschedule your cleaning at no cost.

FEEDBACK
Since cleaning is a very personalized and subjective service, we need your feedback to help us improve our service. Please visit arcanacleaning.com.
24-HOUR GUARANTEE/REFUND POLICY
Since cleaning is a very personal service, we realize that occasionally an area may not be cleaned to your satisfaction. We are unable to offer a refund, but Arcana Cleaning LLC will happily re-clean any area that you are not satisfied with. Just let us know of any issues or concerns within 24 hours of your cleaning and we will do our best to make it right.

GRATUITY
Arcana Cleaning LLC never requires you to tip, but it is a powerful way to say thanks. Tips may be given directly to employees.

BREAKAGE/LOSS
Arcana Cleaning LLC is bonded and insured. Our liability limits are set at a maximum of 10 times the cost of the service charge on the day in which the breakage/loss occurred. Notification must be made within 48 hours of service. Key replacement/locksmith fees are paid only if keys are lost. There is a $100 per location liability limit for key replacement and/or locksmith services.

SUPPLIES
Arcana Cleaning LLC uses our own cleaning supplies, however, if you own products that you would like to have used on particular surfaces, we are happy to accommodate your request.

PHOTOGRAPHS/VIDEOS and OTHER MEDIA
On occasion, Arcana Cleaning LLC may take photos and/or videos of your home. These images may be used on social media pages belonging to Arcana Cleaning LLC, or our cleaners may submit these images to you or their supervisors as confirmation of cleaning services. Any images that may identify you, your household members or the location of your home will not be shared to any social media or public websites unless prior consent is given.