Cancellations

• Within two business days (48 hours) but more than one business day (24 hours) you will be charged 50% of your scheduled service.

• Within one business day (24 hours) you will be charged 100% of your scheduled service

• If you notify Janaina’s cleaning services upon arrival that we cannot enter the Premises, you will be charged for 100% of your scheduled service.

Lock Out

If we are unable to gain entry to the Premises during the One-Hour Arrival Window, a member of our Customer Care Team will contact you via phone and/or email to request further instructions. Our team will wait for a maximum of 15 minutes before proceeding to their next appointment. If the team cannot obtain access within 15 minutes of arriving to the Premises, you will be charged for 100% of your scheduled service.

Our 24-Hours Guarantee

We stand behind our work - if you are not happy with the service, contact us within 24 hours with the pictures of the areas you need to be re-done and we will come out and re-clean the area at no additional charge.

Schedule

Please note that our staff does not have access to their schedule and are not authorized to share any information about it. Therefore, if you need to make any modifications in

your scheduled appointments please contact our office directly. The cleaners are not authorized to work overtime without our permission, nor perform extra tasks without previous notification sent by Janaina’s cleaning as it takes extra time and can affect their schedule. However, the cleaners will likely need more time to perform these sorts of services. Please contact us in advance so that we can provide more time in order to have the requested work done.

Employees

We value our employees and take their safety very seriously, so our policy requires that they not lift anything heavier than 22 lbs. We do not want them to risk back injuries, and, we do not want to damage your floors either. If you would like cleaning done behind a refrigerator/stove, sofa or other heavy furniture, please have it moved prior to cleaning so your service team can access the area.

Damage Policy

Janaina’s cleaning services team is very careful but accidents happen and that’s why our team is instructed to always send us photos in case they have broken or damaged anything at the client’s house so we can notify the client and manage to repair or reimburse you. If the cleaner does not notify us of any damage but the client does, we will investigate if it has happened during the cleaning or not. The damage will not be discounted from your bill so you have to pay it within 24 hours after the visit and we will reimburse you for the damage separately. If any invoices remain unpaid, all rights regarding a damage claim are waived until the outstanding amount is settled.

Please notify us within 24 hours if any breakage occurs. However, please note that items that are antique, irreplaceable, hard to find, or similar are not covered by our breakage policy. We recommend that you remove such items on the day of your cleaning. We cannot be held liable for damages to shower doors/glass surrounds, windows, mirrors, picture frames, and other similar items. Glass can come out of the frame and shatter, frames can fall off the wall, and windows/doors can come off their runners/glides/hinges, leading to damage. The rubber seals on frames and the fasteners holding the glass together or to the wall can also wear out or become brittle over time, increasing the risk of damage. Sometimes, the defective glass may also be more prone to breaking or shattering. We use only non-abrasive cleaners and apply minimal pressure during cleaning to prevent damage. If we feel that cleaning any of the items listed above or similar items may pose a risk of breakage, we reserve the right to choose not to clean them. Alternatively, if any such item breaks during the cleaning process, we will not be responsible for its replacement, and the client will bear the cost of replacement."