What to expect from us

You can cancel or reschedule at no charge as long as you let us know at least 24 hours before your scheduled appointment. To cancel or reschedule, reply to your confirmation text or email us directly.

If you cancel or reschedule with less than 24 hours' notice, a 25% charge of the service price will apply. This covers our cleaner's time and reserved slot.

We send a confirmation text the evening before your appointment. If we don't hear back from you or can't confirm access, we may reach out again the morning of your clean.

Someone needs to be present to let the cleaner in. You don't need to stay for the duration of the clean — just be available at the start to open the door.

Our cleaner will wait up to 15 minutes after the scheduled start time. If we are still unable to enter after 15 minutes, the appointment will be marked as a lockout and a 50% charge will apply.

Our services cover the areas listed in your selected package. Unless specifically included in your booking, the following are not part of any clean: dishes, laundry, interior appliances (oven, fridge), exterior windows, garages, patios, and any area not listed in your package description.

If you have specific requests beyond the standard scope, contact us before booking so we can confirm whether they can be accommodated and whether an adjusted price applies.

If you have pets in your home, a flat $10 pet fee is added to every booking. This covers the extra time required to manage fur and pet-related messes so your cleaner can do a thorough job.

You'll be asked about pets during checkout and the fee is included automatically if you select "Yes." The fee applies to all service types — one-time, subscription, and deep cleans.

Our cleaners have the right to refuse or stop a clean if the property has conditions that are unsafe or present a health risk — including pest infestations, biohazards, sewage issues, or levels of clutter that make safe cleaning impossible.

If a cleaner leaves due to unsafe conditions, a 50% charge will apply to cover their time and travel. We will notify you immediately and you are welcome to rebook once the conditions have been addressed.

We are not liable for damage to items that were already broken, chipped, or in poor condition before our clean. This includes fragile items, loose fixtures, worn surfaces, and anything not in reasonable working order prior to our arrival.

If you have items in your home that are particularly fragile or valuable, please let us know before your appointment so we can take extra care or avoid the area entirely.

You can cancel a recurring subscription at any time. To avoid being charged for the next visit, your cancellation must be received at least 24 hours before your next scheduled appointment.

There are no cancellation fees, no minimum commitment periods, and no questions asked. To cancel, reply to any of your appointment confirmation texts or email us directly.

If you believe something was damaged during your appointment, take photos immediately and submit a claim within 24 hours by emailing pullmanhomecleaning@gmail.com with photos and a written description of the damage. Photo documentation is required — we cannot process claims without it.

All claims are reviewed on their merits. Submitting a claim does not guarantee compensation. We will assess whether the damage occurred during our clean and respond within 3 business days. We carry general liability insurance, and verified claims will be handled appropriately — but we reserve the right to dispute claims that lack evidence or appear inconsistent with the service performed.

We are not responsible for pre-existing damage, items that were already in poor condition, fragile or improperly stored items, or damage to valuables left unsecured in cleaning areas.