Guidelines & Policies

Martinez Luxury Cleaning Policies

At Martinez Luxury Cleaning, we aim to provide the highest level of service, tailored to meet your needs while maintaining the professionalism and care your home deserves. Please review our policies, designed to ensure a seamless and satisfying experience for all clients.

Your Home, Your Tools

To prevent cross-contamination between homes, we use your cleaning products, vacuum, and mops during our visits. However, if you prefer, we can bring our own fully sanitized and professional-grade equipment to complete the job. Please let us know your preference when scheduling.

Scheduling and Rescheduling Policies

We understand that plans can change, and we’re happy to accommodate when possible. To avoid fees, please provide at least 3 business days’ notice (during office hours) if you need to skip or reschedule a cleaning.

• Same-Day Cancellations or Reschedules will incur a 100% charge of the cleaning fee.

• Changes made within 3 business days of your appointment will result in a 50% charge of the cleaning fee.

• If we cannot access your home on the scheduled cleaning day, a Lockout Fee of 100% of the cleaning fee will apply. To avoid this, many clients provide access via a lockbox or other secure entry method.

We send reminders before your cleaning to help you stay on track. However, due to potential technical glitches, we recommend adding your appointments to your personal calendar for consistency.

Maintaining a Safe and Productive Environment

Your home is our priority, and we want to create a safe, distraction-free space to deliver the best results:

• Pets: While we love animals, please secure any pets that may be uncomfortable with new people or cleaning equipment, such as vacuums.

• Children: For their safety, we ask that children remain in a separate area while we work with equipment and cleaning products.

• Clutter-Free Areas: For optimal cleaning, we ask that surfaces and floors be reasonably free of clutter, such as toys, clothing, or dishes. If clutter prevents access, we’ll clean around those areas to the best of our ability.

What We Don’t Clean

While we offer a comprehensive cleaning service, some items and areas fall outside our scope:

• Fragile or detailed display areas (e.g., collectibles, LEGO displays)

• Inside hutches, cabinets, or electronics

• Walls, high areas requiring more than a 2-step ladder, or inaccessible ceiling fans

• Pet waste, cat litter, or biohazards (e.g., mold, bodily fluids)

• Homes with active infestations or excessive levels of trash

If such conditions are present, our team will be unable to perform the cleaning, and a cancellation fee will apply.

Breakage and Damage

We handle your belongings with the utmost care, but in the rare event of accidental damage:

• Any incidents will be reported to you immediately.

• Claims must be made within 24 hours of the cleaning.

• We will reimburse up to $100 per item if the value is verifiable or arrange professional repairs when appropriate. Please retain the damaged item for inspection.

• To minimize risks, we recommend storing fragile, valuable, or antique items securely prior to our visit.

We are not responsible for damage caused by cleaning products provided by the client.

Cleaning Product Preferences

If you have specific products you’d like us to use, please notify us in advance so we can add them to your file with detailed instructions. While we strive for perfection, please note that eco-friendly products may not fully remove hard water stains, lime, or rust buildup.

Our Commitment to Quality

We take pride in delivering exceptional service with attention to detail:

• Satisfaction Guarantee: If you’re not satisfied with your cleaning, let us know within 24 hours, and we’ll return to address the issue at no additional charge, provided it falls within our scope of work.

• Dust Resettlement: While we limit airborne dust during cleaning, some resettlement is natural after our team leaves.

• Mini-Blind Cleaning: Results on mini-blinds may vary, as they are particularly delicate.

Your feedback is invaluable to us—please don’t hesitate to share suggestions or concerns so we can continue to exceed your expectations.

Thank You for Choosing Martinez Luxury Cleaning

We appreciate your trust in us to care for your home and look forward to providing a seamless, stress-free cleaning experience.