Cancellation & Schedule Changes

Life happens, and we know plans can change! Here’s what you need to know about canceling or changing your appointment:

• Notify us at least 2 business days (48 hours) before your cleaning to avoid a fee. You can reach us by replying to your reminder email, texting, or calling at (949) 485-4440 or emailing support@mamascleaningcrew.com
• If you cancel or reschedule 1 business day before: a $50 fee will apply.

• If you cancel the same day: you’ll be charged 100% of your cleaning fee. This is because we won’t have time to fill your spot, and it affects our employees’ income.

• For Friday or weekend cancellations: If you cancel on Friday for a Monday cleaning, a $50 fee applies because our office is closed over the weekend. If you cancel after hours on Friday or over the weekend, the same-day cancellation fee (50%) will apply.

Reminders

We send reminder emails and texts to keep you on track. If you’d prefer not to receive either, just let us know!

• Initial reminders are sent 3 business days prior to your cleaning.

• Final reminders are sent 1 business day prior with a 1-hour arrival window.

Arrival Times

While we don’t provide exact arrival times, we do offer arrival time preferences when you book:

• 1st Arrival: 8:30 am – 11:30 am

• 2nd Arrival: 10:30 am – 1:30 pm

• 3rd Arrival: 11:30 am – 2:30 pm

• Flex Arrival: 8:30 am – 2:30 pm

Please keep in mind that our team is cleaning homes prior to yours, so times may fluctuate depending on various factors (home condition, delays, etc.). We use a 3-hour window to estimate arrival, but we cannot guarantee the exact times.

Payment Policy

Our prices are set at the time of booking and are non-negotiable. Payments are due immediately after service and must be paid via Debit or Credit Card—no credit accounts are available.

• Cancellation/Reschedule Fees: Your card on file will be charged for any applicable fees.

Showing Your Appreciation – Tipping

At Mama’s Cleaning Crew, we put love and care into every clean—just like Mama would! While tipping is never required, it’s a wonderful way to let your cleaning team know you appreciate their hard work. If you’d like to leave a little extra love, we suggest 10% to 20% of your cleaning total.

For your convenience, we’ll send you a simple clickable link via email or text after each cleaning, where you can add a tip to your card as a one-time or recurring gesture. Prefer cash? No problem! Just place it in a labeled envelope or mark it clearly so your cleaning crew knows it’s for them.

Our Mama’s Promise: Quality & Satisfaction Guaranteed

If something isn’t up to the standard you were promised, let us know within 48 hours, and we’ll make it right at no extra cost.

To ensure we address the issue properly, please don’t correct it before speaking with our management team. We need the chance to see the concern firsthand and make it right for you. While we don’t offer discounts or credits, we are always happy to return and ensure your space is as fresh and spotless as it should be!

Breakage/Damages:

Peace of Mind (Breakage & Damages)

Mama’s Cleaning Crew is fully bonded and insured because we believe in taking care of our customers—just like family. If any breakage or damage occurs due to the direct negligence of our team, we take full responsibility and will make it right.

Honesty is at the heart of what we do. Our employees are encouraged and rewarded for being upfront, and they are required to report any breakage immediately. If something happens, we’ll let you know right away because trust and transparency matter to us.

But accidents can happen, and when they do, we’re here to make things right.

If something breaks, please report it within three days and save the item so we can inspect it. We handle each case individually and take full responsibility when the breakage is clearly due to negligence on our part.

• If the item’s value is verifiable and the breakage is due to our employee’s negligence, we will reimburse up to $100 per item.

• For items valued over $25, verification is required before approval for replacement or reimbursement.

• When possible, we may choose to have a professional repair the item rather than offering reimbursement. Please do not repair the item yourself with the expectation of reimbursement without our prior approval, as we need the chance to get our own repair estimate.

However, some items are inherently fragile or unstable—like top-heavy décor, improperly secured wall hangings, or wobbly objects. We cannot take responsibility for breakage in these cases, as they are considered “accidents waiting to happen.”

A Special Note on Window Blinds:

Many blinds become brittle over time, and while we take great care, they can sometimes break while being cleaned or even just opened or closed. Because of this, we cannot accept responsibility for damages to older blinds. If you’d like us to avoid certain areas, just let us know, and we’ll add it to your file!

To help prevent accidents, we kindly ask that you move fragile, unstable, or valuable items to a safe location or request that we skip those areas during cleaning. We always want to ensure your peace of mind while keeping your home fresh and spotless!

Keeping Communication Clear & Organized (even with your cleaning technicians)

At Mama’s Cleaning Crew, we want to make sure your home is cleaned exactly how you like it! That’s why it’s super important to communicate all special requests and instructions directly with our office—not just with your cleaner.

By documenting your notes in our system, we can guarantee your requests are followed, even if there’s a change in your regular cleaning team. It also helps us ensure accurate billing and avoid any miscommunication.

We welcome everyone with open arms and do not discriminate. However, we cannot guarantee that your cleaner will speak your native language. By sharing your requests with our office first, we can translate and relay them properly to the team—ensuring your home gets the care and attention it deserves!

Supplies & Equipment: We’ve Got You Covered!

At Mama’s Cleaning Crew, we bring all the trusted, tested, and trained-for supplies and equipment needed to leave your home sparkling! However, if you prefer we use your own cleaning products or equipment, we’re happy to accommodate—just keep in mind a few important details:

• We cannot be held liable for any damage caused by your supplies to surfaces, furniture, or other areas.

• We cannot be responsible for any damage or malfunction that may occur while using your personal equipment.

• Our team is fully trained to use the supplies we provide. If your products or equipment require extra time to use properly, your pricing may be adjusted to reflect the additional time needed.

Our goal is to give you the best clean possible, so if you have any preferences, just let us know!

Cleaning Area Restrictions: Keeping It Safe & Simple

At Mama’s Cleaning Crew, we always put safety first! For liability reasons, there are height limits to what we can clean. Our team comes equipped with step stools and extendable dusters, but we can only clean what’s safely within reach while using them.

A few things to keep in mind:

• Outdoor cleaning is generally not included—we focus on AC living spaces unless otherwise approved during booking.

• We do offer add-on services for areas like porches, garages, and more! Just let us know in advance, and we’ll make it happen.

If you have any specific requests, reach out to our office—we’re happy to help find a solution that works for you!

Crew Policy: Consistency with Flexibility

At Mama’s Cleaning Crew, we schedule our cleanings based on a route system to keep things efficient and timely. We do our best to send the same trusted team to your home whenever possible, but we can’t guarantee that you’ll always have the same crew.

Rest assured, every member of our team is trained to the same high standards, so no matter who cleans your home, you’ll always get that fresh, Mama-approved clean you love!

Quotes for One-Time Services & Initial Deep Cleans

At Mama’s Cleaning Crew, we keep pricing simple and transparent—our one-time cleaning rates are based solely on your home’s square footage, and the price you receive at booking is your final charge.

However, in rare cases where a home requires significantly more time and effort than expected, we may need to adjust the pricing. If this happens, we’ll always reach out first to discuss any additional costs before proceeding.

Our goal is to provide a top-to-bottom clean that meets our high standards—and yours!

Customer Feedback: We Want to Hear from You!

Your feedback helps us improve and keeps our team motivated! After your cleaning, you’ll receive a quick email or text where you can share any notes, concerns, or compliments. This is just one way to reach us—you can always call your manager directly!

The email/text will also include a link to leave a review. Leaving a review is one of the best ways to support our team, and we truly appreciate it!

Dishes: Our Cleaning Approach

• If the dishwasher is empty, we’ll rinse and load any dishes left in the sink.

• If the dishwasher has dishes inside, we’ll hand wash and air dry any additional dishes next to the sink to avoid mixing clean and dirty ones.

• If there’s an excessive amount of dishes (requiring over 15 minutes), additional time and fees may apply on a case-by-case basis.

Skip Service Policy: Keeping It Consistent

If you’re a routine customer and need to reschedule, your next cleaning will be charged at the appropriate frequency rate:

• Example: If you’re on a bi-weekly plan but skip a cleaning, your next service will be charged at the monthly rate to account for extra buildup.

Our discounted routine rates are based on regular maintenance. If your service is paused for more than six weeks, the discounted rate no longer applies. You’ll need to book a one-time deep clean before resuming routine service.

For monthly customers: We recommend rescheduling within two weeks of your original date to avoid requiring another deep clean. If we’re unavailable within that timeframe, we’ll handle it case by case.

Pet Policy: Keeping Everyone Safe

We love your furry friends, but for their safety (and ours), we ask that pets be contained in a designated area while we clean.

• While we are extremely careful, we cannot be responsible for pets escaping during cleaning.

• For the safety of our team, we cannot force employees to enter a home if they feel unsafe due to an unsecured pet.

• If you have a pet, please let us know when booking so we can note it in your file.

Solicitation of Mama’s Cleaning Crew Employees

We take great pride in our team and invest time, money, and effort in hiring and training the best! Because of this, our employment contract prohibits employees from accepting private jobs from Mama’s Cleaning Crew clients unless approved by us.

Please do not solicit our employees for side jobs outside of our agreement—we appreciate your understanding!

Price Increase Policy

Mama’s Cleaning Crew reserves the right to adjust pricing as needed. Any changes will always be communicated in advance.

Privacy & Communication Consent

Your personal information is secure with us and is used solely for company records and to provide you with the best service possible. We do not share your information with any third parties. By contacting Mama’s Cleaning Crew, you agree to receive communication from us via text, email, and phone calls.