Customer Guidelines

We created this page to centralize our policies so they are easy to find and understand. By hiring Lone Star Cleaning Solutions to clean your home, you have implicitly agreed to these guidelines.

Checklists

See our cleaning checklist for exactly what is included in each package. If you have questions or want to add other services, just let us know.

Cancellations & Rescheduling

If you need to cancel or reschedule, please do so at least 24 hours in advance. Changes made after that are subject to a $50 fee. If our cleaners arrive and cannot complete the clean for any reason, we charge 50% of the booking or $150, whichever is lower.

Condition of the Home

Occasionally we walk into a home that cannot be safely cleaned — a hoarding situation, an infestation (rodent, insect, mold, etc.), or anything deemed dangerous for our cleaners. In such cases, the cancellation policy above applies.

Payment

We must have a debit or credit card on file before we arrive for any job. We do not charge the card until after the job is done and you have had the chance to walk through with the cleaner and confirm the work. If something is not right and it is inside scope, the cleaner will make it right.

If you are not present for the walkthrough, we will wait up to 24 hours to charge the card until you have returned home to review. We do place a hold on the card for the amount of the booking at the 24-hour mark, in line with our cancellation policy. Significant changes to your booking may incur a $50 cancellation/reschedule fee — each crew can only be in one place at a time, and a booked slot may mean we turned other jobs away.

Cleaning Rates & Estimates

We are good at over-the-phone estimates, but not perfect. We use square footage, bedrooms, bathrooms, and the details you provide to estimate cost. If the crew's initial walkthrough shows the estimate is off, we will tell you before any work begins — we never want to blindside you with surprise charges.

If an adjustment is needed, you have options: (1) accept the new pricing, (2) keep the original price and the crew completes as much as that price allows, or (3) the crew does not do the job and leaves with no cancellation fee — unless the price change is due to something undisclosed (such as an infestation, feces, or toxic mold). Roughly 95% of phone estimates are the final price.

Recurring Rate Changes

From time to time we may adjust recurring rates. If that happens, we will give you at least 30 days' notice so you can make the right decision for you and your family.

Your Valuables

We are always careful, but an ounce of prevention is worth a pound of cure. Please move expensive, fragile, or precious items to a safe place that won't be cleaned — a spare room, a curio cabinet, or a closet.

Breakage or Damage

Stuff happens. We do our best to care for your home and its contents, but we are human, and we handle incidents case by case. Please save any broken item for review, and do your own due diligence — we cannot take responsibility for precarious situations (a picture not properly hung, or an oil bottle left open on the counter). Any suspected damage by the crew must be reported within 24 hours of the service start time.

Moving Furniture

We will move light objects and furniture to clean around and under them. Anything heavy enough to create a risk of injury will not be moved by our staff. If you want baseboards behind a couch cleaned, for example, please move the furniture enough to grant access.

Tipping

Tipping is never expected and always appreciated — in cash, or added to the card on file by texting the front office or adding it through your account. 100% of tips go to the cleaning crew.

Tidying Before We Arrive

Unless discussed and quoted in advance, our crews will not tidy up. Please clear items off the floors, counters, and tables. If you'd like tidying included, we can add it — just discuss it beforehand.

Cleaning Is Not Magic

We deliver the depth of cleaning you paid for, but the crew cannot restore a home. Some things, if neglected for months or years, only come clean after multiple services, if at all. We will make your home sparkle — but that doesn't mean everything will be "like new."

We Are Human

Every cleaner is a vetted professional — criminal background-checked, verified as a genuine professional cleaner, and carrying their own general liability insurance. If a cleaner misses something you paid for or does it poorly, tell us. We will make it right.

Pets

We are animal lovers — you're welcome to introduce your pet to the crew. Please keep them out of the way; work "undone" by an energetic pet bolting across a freshly cleaned area will not be redone. Any aggressive animals, to any degree, must be properly secured.

Flus & Fevers

If you or someone in the home has the flu or a fever, please let us know. We may need to reschedule — with no cancellation fee — so please give us as much notice as possible.

Safety First

For insurance purposes, cleaners will not climb higher than two steps on a ladder; higher areas are cleaned with reaching tools. The crew is not authorized to move heavy furniture. Inclement weather may delay a cleaning — safety first.

Please Don't Solicit Our Cleaners

The overwhelming majority of our customers are stand-up individuals and families. Every now and then someone tries to hire a cleaner to "work on the side." Please don't put our cleaners in that position — they have signed non-solicitation and non-compete agreements.

Questions?

Call us at (208) 205-9993
Email: info@lonestarcleaningsolutions.com