Satisfaction Guarantee

Your satisfaction is important to us. If you are not satisfied with any portion of your cleaning, please contact Custom Cleaners PDX by call or text within 24 hours of service. We will make every reasonable effort to return and address the concern as soon as scheduling permits.

Payment

Payment is accepted via cash, check, Zelle, Venmo, or Cash App. For all residential cleaning services, payment is due upon arrival. If you will not be home at the time of service, cash or check may be left in a clearly visible location such as a counter or table. Commercial clients may have separate payment terms as outlined in their service agreement.

Deep Cleaning, Move-In, and Move-Out Deposits

Custom Cleaners PDX requires a 30% non-refundable deposit for all deep cleaning, move-in, and move-out residential services at the time of booking. This deposit secures your appointment and is applied toward the total service cost.

Moving of Large Appliances or Furniture

Due to safety guidelines and the limitations of our liability insurance, Custom Cleaners PDX does not move large appliances or heavy furniture. If you would like the areas beneath or behind these items cleaned, they must be moved prior to our arrival.

Temperature Requirements (Heating and Air Conditioning)

To ensure the health, safety, and comfort of our cleaning staff, we require working air circulation or air conditioners to be in working conditon when indoor temperatures exceed 72°F and working heat when temperatures fall below 55°F during service.

Pest Infestations

If your home has an active infestation, including but not limited to bed bugs, cockroaches, lice, or fleas, please notify us immediately. Services will only be performed after professional extermination has occurred to protect our staff and equipment. Failure to disclose an infestation may result in forfeiture of 50% of the scheduled service fee.

Home Entry

Clients are welcome to be present during the cleaning. If you will not be home, please ensure we have clear and accurate entry instructions prior to arrival. This includes alarm codes, keyless entry codes, or access to a spare key. Our team will securely lock the property upon departure.
A $50 lock-out fee will apply if we are unable to access the home within 20 minutes of the scheduled service time for a confirmed appointment.

Rescheduling and Cancellations

We understand that schedules can change. If you need to reschedule your cleaning, please contact us as soon as possible. We will do our best to accommodate your request. Cancellations or rescheduling requests made within 24 hours of the scheduled service time will incur a $50 cancellation fee.

Biohazard Policy

For the safety of our staff, Custom Cleaners PDX does not clean biohazard materials, including feces, vomit, blood, or urine. If biohazards are discovered upon arrival, we will proceed with the remainder of the cleaning, notify the client, and clean around the affected area.

Pets

We love pets and want to ensure the safety of both your animals and our cleaning team. Please ensure all pets are secured in a crate, designated closed area, or outside for the duration of the cleaning to ensure an efficient and safe cleaning. 

Damage and Breakage Policy

While our team takes great care, occasional accidental damage may occur. Any concerns regarding damage or breakage must be reported within 24 hours of service. Custom Cleaners PDX is not responsible for damage to items that are fragile, improperly installed, already damaged, or not disclosed as requiring special care.

Supplies and Equipment

Custom Cleaners PDX provides all standard cleaning supplies and equipment unless otherwise requested. Clients requesting the use of specific products must supply them and notify us in advance. We are not responsible for the effectiveness or reactions caused by client-provided products.

Photography and Documentation

For quality assurance, training, or documentation purposes, Custom Cleaners PDX may take before-and-after photos of cleaned areas. No identifying personal items or images will be shared publicly without client consent.

Utilities and Water Access

Clients must provide access to electricity and water during the cleaning service. If utilities are unavailable, the service may be canceled or rescheduled, and applicable cancellation fees may apply.

Pricing Adjustments

Pricing is based on the condition of the home at the time of booking. If the home requires additional time or services beyond the original scope due to excessive buildup, unsanitary conditions, or undisclosed issues, Custom Cleaners PDX reserves the right to adjust pricing or reschedule the service