Transparent guidelines to ensure the highest quality service for your home.
By booking cleaning services with Metla House Cleaning, you agree to the following policies:
We offer a simple flat rate pricing structure, based on the size and condition of the home described by you. The price is the price regardless of the amount of time it takes to clean or how many cleaning technicians attend to the job.
By booking with us, you authorize Metla House Cleaning to charge the card on file for any unpaid balances following service, unless payment is made by another method at the time of service.
We offer an upfront price estimate before we even enter your home, based on what you tell us about the size of your home and the cleaning service selected. We reserve the right to change the quoted pricing, including any applicable discounts, if the actual size or circumstances of your home are not as described, or if the booking options selected are inappropriate.
If you have pets in your home, we charge an additional $40 to factor in time and energy to clean the pet fur. This fee does not include the cleanup of the pet's bodily fluids (urine, vomit, blood or feces).
We charge a fee for specific add-on items such as interior fridge cleaning, interior oven clean, and interior window cleaning.
If there are animal or human bodily fluids to be cleaned, we will add an additional fee based on the amount needed to be cleaned. We may request pictures of the mess to determine.
All of our cleaning technicians are scheduled for their jobs in advance. If a job is canceled with short notice, the cleaner loses income. By booking with us, you acknowledge:
If our cleaning technicians show up for the clean and are unable to get into your home because no one is there to let them in, or you forgot to leave the door unlocked or provide a code, you will owe 100% of the estimated cost to compensate for the cleaner's lost time.
If our technicians show up and there is no power for adequate lighting/tools, or no hot water available, the job will be terminated and you will owe 100% of the estimated cost.
We require a credit card on file 72 hours prior to your scheduled clean. If we do not have a card on file, your clean will be canceled 72 hours prior.
Payments are due the day of your clean. Your card will be charged shortly after your cleaning job is finished.
We offer discounts of 10-30% for recurring cleanings. If you reschedule so that it falls outside your selected frequency, we reserve the right to eliminate the discount for that cleaning.
We reserve the right to raise rates as needed but will always give advance notice.
We want you to be completely satisfied. If you're not happy with the cleaning, please contact us within 24 hours and we'll send someone to fix the missed areas for free.
Note: We do not offer discounts or refunds for discrepancies.
We cannot guarantee our work if you are not present to do a walkthrough at the conclusion of the cleaning. Failure to do a walkthrough while the technician is onsite voids our 24-hour guarantee.
Exceptions can be made if requested before the cleaner begins (within 24 hours). If you leave during the clean, we can call with 20-minutes notice. Technicians will wait a maximum of 5 minutes.
We strive to protect your home, but accidents happen. Breakage must be reported within 3 days. Please take pictures and save the item.
Immediately report damage to: (707) 414-8930
If negligence is verified, we reimburse up to $100.00 per item. We cannot accept responsibility for unstable, delicate, or improperly installed items (e.g., wobbly pictures, top-heavy items).
Please move fragile or expensive items to a location we do not clean.
If our technicians feel unsafe for any reason, we have the right to terminate the job and charge for time worked. We maintain the right to refuse any bookings during the process.
Our technicians take before and after pictures to protect the integrity of the job. These are not shared externally. We respect your privacy regarding all personal information.