Client Policies

Services Not Included

We currently don’t clean the following items:

Dishes
Fabric blinds
Walls
Underneath or behind appliances
Outside windows
Porches or patios
Carpets or rugs
Anything higher than we can reach with our stepstool
Bodily fluids (outside of a toilet)
Flooring that has pet stains
- Please note that we also do not clean pet waste of any kind

We also do not train our employees to pick up and put away clients’ belongings. If there are items left on the floor, counters, or sofas, we will do our best to clean under and around them. We may move the items together into a neat pile in order to clean, but we will not put them away.

For safety and liability reasons, we do not move furniture, appliances, or any other heavy item. If you want cleaning done under or behind large items, please be present for the clean so that you can move them for the cleaners.

What’s Included

We offer 3 types of cleans and you can view what is included in each one here: www.brilliantlycleanservices.com/services
You are charged based on the size of your home, number of bathrooms, frequency of cleaning, and the type of clean. If you want additional items added to the package you chose, there will be an extra fee.

Some Houses Need Extra Time

We try to quote as accurately as possible, but sometimes a house requires extra time that we didn’t quote for. If this happens, we will contact you partway through the clean. At that point, you can either have us focus on priority areas or you can pay for the additional time we will need to complete the clean.

Confidentiality

Our client’s privacy is very important to us. Please know that we will never give out your personal information and will always respect your home, pets, and privacy.

Holidays and Vacation

We observe the following holidays:

New Years Day

Independence Day

Thanksgiving

Black Friday (after Thanksgiving)

Christmas Eve

Christmas Day

Occasionally the day after Christmas

If your cleaning lands on one of these holidays we will contact you in advance and schedule the cleaning for a day that works best for you and your family.

If there are any holidays that are not listed above that you observe, please let us know and we would be happy to work around them.

If you would like a special cleaning done around a certain holiday, such as Thanksgiving, please let us know in advance so that we are able to properly plan for it. Our schedules usually fill up very quickly during the weeks of Thanksgiving and Christmas.

Payments

We require all clients to keep a credit card on file. Our system will automatically put a hold on the card the night before the clean and we charge the card after the clean has been completed. You will receive a receipt after the card is charged.

Declined Payments

If we charge the card on file and the payment is declined, we will immediately contact you to get a new credit or debit card to put on file. If we are unable to get ahold of you for payment, you will be charged a $25 fee each week until the cleaning has been paid for.

Satisfaction Guarantee

If you are not completely satisfied with your cleaning, we will come out and re-clean the affected areas completely free of charge within 48 hours, no questions asked, provided that you notify us within 24 hours of the service.

Cancellations and Lock Outs

If you need to cancel or reschedule a cleaning, please try to let us know as far in advance as possible. We often are able to fill any openings if we are given sufficient notice of a cancellation.

If you cancel within 24 hours of a cleaning, you will be charged a 50% penalty.

If we are unable to get into your home at the time scheduled, you will be charged a 50% penalty.

Skipped Appointments & Late Cancellations (Effective September 15, 2025)

You may skip one cleaning per quarter with no penalty.

Any additional skips will be subject to a $50 skip fee, even with advance notice. This helps cover the cost of holding your reserved time slot, which we may not be able to fill otherwise.

If we reschedule your appointment and the new date doesn’t work for you, no skip fee applies.

Avoid the skip fee by rescheduling within 7 days of the original appointment—if we have availability.

Late cancellations (less than 24 hours’ notice) or lockouts (when we can’t access your home) will incur a charge of 50% of your cleaning price. This policy has not changed—it’s in place to support our employees who set aside time for your clean.

Since our recurring discounts are based on consistency, frequent or irregular skips may affect your eligibility for discounted rates.

We’ve worked hard to keep our prices stable, and updating these policies helps support our team while avoiding a full-rate increase.

Pet Policy

We are happy to work around your pets. Our employees truly love our client’s pets and look forward to seeing them. But for the safety of your pets and our cleaners we do ask that you only allow pets to be out if they are very friendly, not likely to try to escape out the front door, and are not afraid of strangers or vacuum cleaners. If they are, please find a place for them the day of the clean or have them crated. If a dog is aggressive towards one of our cleaners we will leave before finishing and you will still be responsible for the full payment of that clean. We will also require the dog to be boarded or crated before we can come again.

Although our employees love pets, they are not trained to handle or manage pets specifically. Therefore, we will not be responsible for letting pets in and out of rooms, crates, or the house. We kindly ask that you secure your pets in a safe and comfortable area before our team arrives if that is necessary during the clean.

We make an effort to keep cleaning supplies up and away from pets, but Brilliantly Clean Services, LLC cannot be held responsible for any pet getting into our supplies.

We hope you understand how important it is to us to keep your beloved pets safe during the cleaning process!

Child Policy

Employees of Brilliantly Clean Services, LLC will do their best to keep their cleaning products out of the reach of children, but there are some instances where this just is not possible. If children are home during cleans, we ask that parents keep an eye on them and keep them away from our cleaning supplies. Brilliantly Clean Services, LLC is not responsible for any harm done to a child as a result of getting into our cleaning supplies. It is the responsibility of the parent to keep an eye on the children while we are cleaning.

Our cleaners also must remove outlet covers in order to vacuum and will do their best to make sure they are replaced when done. Please always check outlet covers after a cleaning, to verify that they have been replaced.

Client Property

If we are asked to use a client’s cleaning supplies/tools, for example a vacuum or steam cleaner, Brilliantly Clean Services, LLC will not be financially responsible for any wear or tear or damage that occurs to the item. We are always happy to use our cleaning tools instead.

Brilliantly Clean Services, LLC will also not be responsible for any property that is not properly secured and damaged accidentally.

Special Circumstances

There may be special circumstances that prevent us from completing or even starting a clean. Some examples of this: pest infestation (rodent or bugs), drugs/needles in the home, urine/feces throughout the home, unsecured firearm(s), large amounts of clutter, etc. If we are unable to start or complete the clean because of one of these circumstances, or something similar, you may be charged the 50% cancellation fee.