Welcome to our Client Information Page.

• Hourly rate updated to $60 per cleaner

• Minimum service time of 2 hours implemented

• Updated arrival window structure

• Added winter access policy for safe entry

• Updated service policies and agreement

Last Updated: March 2026

Our full Cleaning Services Agreement outlines our policies and service expectations.

You can view the current agreement below:
Cleaning Services Agreement -That Cleaning Company - Client

Last Updated: March 2026

Appointment Details:

• Although each cleaning appointment has a “booked time,” we operate within arrival windows rather than exact appointment times. This means we may arrive earlier or later than your scheduled time; however, we will send a courtesy text to keep you updated.

  • Our windows include:

    • Morning: 8:30am - 12:00pm

    • Afternoon: 12:00pm - 4:30pm

• To keep our schedule running smoothly for all clients, we do need to finish at the end of your booked appointment time. While there may be days we’re able to extend if our schedule permits, this cannot be guaranteed.

  • If you anticipate needing additional time, please let us know in advance (24 hours) so we can adjust your appointment accordingly.

• Our cleans are scheduled with the expectation that the home is reasonably prepared for our arrival - for example, bedding is ready to be changed, floors and surfaces are accessible, and rooms are ready for us before we begin cleaning. This allows our team to work efficiently (as we service multiple homes each day) and ensures we can consistently deliver the level of quality you expect from us.

• House Updates

  • If there have been any recent changes to your home that might affect entry or access (e.g. new locks, codes, or gates), please let us know ahead of time to avoid delays.

• Limitations

  • While we take great care in cleaning your beautiful home, please note that we are a natural residential cleaning service and there are certain limitations to what we can safely and effectively clean:

    • Special conditions: Areas affected by excessive construction dust, heavy grime, or similar conditions may be outside the scope of our services. Please notify us in advance if you are unsure, so we can discuss options.

    • Cleaning products: We use all-natural cleaning products and do not use harsh chemicals. Certain substances, such as hairspray residue, calcium deposits on faucets or fixtures, and other stubborn build-ups, may not be fully removable.

    • Delicate finishes: Brass, black-painted, or other delicate fixtures can be easily damaged. Our team will take care not to cause harm, but we may be limited in what we can safely clean on these surfaces.

Special Requests:

• If you have any specific tasks or detailed instructions for the appointment, please send us an email at least 24 hours in advance so we can plan accordingly. This helps us provide the best service possible while staying within the scheduled time frame.

• Oven Cleans

  • Please remember to leave your oven racks to soak with some dish soap and hot water in your tub prior to our arrival - lay down an old towel to prevent scratching!

  • Please note: If you would like to add an oven clean to your upcoming service, please let us know at least 48 hours in advance so we can be properly prepared.

  • Oven cleans are an additional $100.

Light Fixtures:

• Our team does not remove, detach, or dust installed light fixtures. If fixtures are taken down prior to your appointment, we are happy to clean them once safely accessible. This policy is in place due to safety and liability considerations, including potential electrical hazards and risk of damage.

Pet Clean-Up:

• While regular pet hair/dander is a part of our regular cleaning services, any animal waste clean up is subject to an additional fee of $25.

Privacy:

• Open Doors

  • To respect your privacy, our team will only clean areas with open doors. Please ensure any rooms you’d like us to clean are accessible and open before we arrive.

• Cabinet & Cupboards

  • To protect your personal items, we will not open cabinets or cupboards, including those in bathrooms. If you would like us to replenish garbage bags or toilet paper, kindly set them out or refill them beforehand.

• Recording Devices

  • To maintain your privacy, as well as the safety of our team, we kindly ask that all recording devices inside the home, including cameras and microphones, be turned off during our cleaning service. We understand these devices are often used for security, and we appreciate your cooperation in temporarily disabling them for the duration of our visit.

Safety:

• For the safety of our team, clients are responsible for ensuring that driveways, walkways, and entrances to the home are safely cleared of snow and ice prior to our scheduled arrival.

  If safe access is not available, That Cleaning Company reserves the right to delay, reschedule, or cancel the cleaning appointment. In such cases, the scheduled cleaning fee may still apply.

Cancellations:

• Please note we require 48-hours notice for any cancellations. Failure to do so is subject to a $100 cancellation fee.

• No Shows: Please ensure we have access to your home upon our arrival. If we cannot enter within 15 minutes of the scheduled appointment time; unfortunately, we will have to leave and continue with the rest of our cleans that day and you will be charged the $100 cancellation fee.

• Disruptions: If, upon arrival or during the scheduled cleaning service, and conditions prevent us from performing safely or efficiently (including but not limited to parties, gatherings, business meetings, events, contractors, or an excessive number of occupants), we reserve the right to suspend or discontinue the service for that visit and you will be charged the $100 disruption fee.

Last Updated: March 2026