We kindly ask you to spare a moment to acquaint yourself with our client policies. These guidelines have been established to ensure that we consistently provide outstanding service to every one of our valued clients during each interaction. Your understanding of these policies is greatly appreciated, as it helps us maintain our commitment to exceptional service.

Arrival Time

Many of our appointments are set within a time frame rather than at an exact time. We provide our cleaning technicians with a one-hour window for their arrival to accommodate various factors that may impact our schedule, such as traffic, roadwork, weather, and additional services during the cleaning process, among other possibilities. This approach helps us to maintain flexibility and better serve our customers.

Cancellation/Rescheduling

To assist us in maintaining our efficient scheduling and delivering exceptional service, we kindly ask for a heads-up of at least 24 hours if you need to cancel or reschedule your appointment, taking into account our operating hours, which run from Monday to Friday, 8 am to 5 pm. In the event that a scheduled cleaning isn’t rescheduled or canceled within this 24-hour timeframe, a 50% fee will be applied. However, please rest assured that we do consider exceptions on an individual basis, particularly in cases of emergencies. We genuinely appreciate your understanding and cooperation with this policy, as it enables us to cater to the unique needs of all our valued clients.

Accessing the property

In the event that our cleaning team arrives at your home and encounters challenges like a locked door, a missing key or code, or unforeseen circumstances that prevent them from providing the service, there may be a 50% charge applied to cover operational costs. We want to emphasize that our employees are compensated based on their hours worked, and this fee is essential to ensure smooth operations. It’s important to note that many of our valued customers entrust us with access to their homes through keys or codes, a responsibility we hold in high regard. We appreciate your understanding and cooperation in helping us maintain a seamless cleaning experience for all our clients.

Assigned Cleaners

Your assigned cleaner will typically serve as your primary cleaner, except in cases of illness, vacation, personal emergencies, or ongoing schedule changes. If your primary cleaner undergoes a significant schedule change or is no longer available, we will seamlessly introduce you to another trained cleaner who will be familiar with your customized work order.

Service Results

To ensure optimal cleaning outcomes, it’s most effective when there is minimal or no traffic from people and pets in the household. During the cleaning process, we kindly request that the areas being serviced are not in use; for instance, our cleaning technicians won’t clean a kitchen while it’s actively being used for cooking. To achieve the best results, it’s important that floors are completely dry before walking on them. Additionally, to facilitate our cleaning procedures, we recommend that pets are not present when vacuuming and mopping takes place. Your cooperation in these matters greatly contributes to the quality of our service.

Cleaning Preparation

To enhance the quality of your cleaning service, we kindly request your assistance in keeping your home as tidy and organized as possible by clearing miscellaneous objects. Prior to our arrival, please inform us of any items of sentimental or significant value, such as expensive, fragile, or family heirloom pieces, so we can ensure they remain untouched and preserved during the cleaning process. While our cleaners exercise great care and accidents are rare, we understand that unforeseen situations can occur, and we want to ensure that all objects can be replaced if necessary. Additionally, for the safety of our cleaners, we appreciate it if you can secure any unstable items like pictures or light fixtures to create a safe working environment. Your collaboration in these matters is valued and contributes to a smoother and worry-free cleaning experience.

Pictures

At Sunlight Property Services, we maintain the option to capture before and after photos of your home for the benefit of both parties. This measure is in place to provide protection in case of any potential issues, including but not limited to damage, misplaced items, or concerns regarding a cleaning or maintenance process. Please be assured that we will never photograph any of your personal identification information. Your privacy and peace of mind are of utmost importance to us.

Complaints

We truly value your satisfaction with our services. If you encounter any concerns, please don’t hesitate to reach out to us within 24 hours of your appointment and provide supporting photos of any issues you’ve identified. Our commitment to your satisfaction means that we will promptly dispatch our team to address any missed or improperly worked areas within five business days.