Service Agreement
CLIMATE POLICY
We are committed to providing a pleasant work experience for our staff, and that includes a certain comfort level of temperature while we clean your home.
NO SWEATSHOP, NO MEAT COOLER
Summer / warm days: If your home is generally above 72 degrees, we ask that you please adjust your thermostat to be between 70F - 72F degrees for the time present.
Winter / cold days: If your home is generally below 65F degrees, we ask that you please adjust your thermostat to be between 68- 70F degrees for the time present.
If your home or business does not have heat or A/C, we must be notified. Under some circumstances, we can still provide service based on comfortable temperatures.
While in the home or business, if the temperatures do not meet our requirements, we will be required to adjust the thermostat during the time we are in the home.
If we have to cancel your cleaning, you will be subject to our cancellation policy.
EASE OF ACCESS
For the safety of our staff, please ensure that access to your home, including driveways, walkways, stairways, and sidewalks, is clear of snow and leaves during all seasons. We also require extra precaution regarding ice build-up, so please distribute salt or sand.
CLUTTER POLICY
What is Clutter?
Clutter is a mass of trash, knick-knacks, or personal items on the countertops or floors in your home. Clutter significantly hinders our ability to perform our tasks and stay on schedule. It is crucial that you pick up clutter from the rooms you want us to clean prior to our arrival!
Our vision is to clean at the highest standard that we can. There can be many reasons we don’t clean around excessive clutter. It is easy for cleaning techs to miss areas; there is a significantly higher chance of us breaking something or misplacing your things; it usually takes two to three times longer for us to do our job, which affects customers scheduled after your home.
If a room has enough clutter to cover the floor, we will not be able to clean that room.
If your countertops are covered in clutter, we will clean around the clutter without moving items. If the clutter leaves nearly no visible countertop space, we will skip this area.
If half the rooms in your home are covered in clutter, we will have to phone the office and discuss with a manager regarding the condition. In most cases, this will result in rescheduling your cleaning.
Our team will not clean while someone moves clutter around for us, nor will they be instructed to move excessive clutter.
If we have to leave your home due to clutter, you will be charged for the time the team was present plus the time of the commute. Our hourly rate, in this case, is per labor hour, per person, in your home & commute. Ex: Two cleaners would equal (labor hourly rate x 2 agreed on) per clock hour.
The first time we have to reschedule your cleaning, there will be no additional penalty.
If we have to cancel your cleaning due to clutter, and you are unwilling or unable to reschedule, you will be charged according to our cancellation policy. If we come back to a rescheduled appointment and the home still violates our clutter policy, you will automatically be charged a full cleaning price.
BIO-HAZARD & PET WASTE POLICY
If the cleaning techs are unable to do their jobs due to noxious smells/fumes in the home, we will have to cancel your service. You will be charged according to our cancellation policy.
BLOOD & OTHER BIOHAZARDS
As an organic cleaning company, our team has no training for handling blood, needles, medicated items, drugs, or anything that could be considered a biohazard.
The cleaning staff has been instructed to ignore areas that have these items. If there is excessive bio-hazard in the home, staff will phone a manager. In most cases, this will result in a cancellation of the service and will be treated according to our cancellation policy.
Regarding mold, we do not clean mold, nor do we clean a room that has mold.
PET DROPPINGS
If there is a pet dropping on the floor, and it looks like it can be picked up with a piece of toilet paper, we will pick it up and flush it in the toilet. If there are excessive pet droppings, or the droppings look as if they can't be picked up with a single piece of toilet paper, we will clean around it and leave a note on the checklist.
If you have cats in your home, we will ask that all litter boxes be cleaned prior to our arrival. This includes sweeping up excess droppings or litter in/around the box.
If you do not have boxes cleaned, we will ignore the area completely.
In order to clean areas where litter boxes are located, we’ll also ask that a vacuum is provided to use or a broom with a dustpan for hardwood floors.
We will not use company equipment—besides a broom, dustpan, bucket, and mop.
URINE
If a cleaning technician can smell or see urine/pet waste, we will not use company equipment in this area. Urine and other pet waste smells can get stuck in our equipment and disable for future usage. If you have a pet that frequently urinates on the carpet, we need to be informed ASAP of where exactly not to be vacuuming.
We would expect to use a dedicated vacuum on site, provided by the client, in order to clean these areas, we will go around it.
PETS
We love furry friends! As long as our work does not interfere with your pet being home/around while we’re cleaning - please don’t hesitate to keep them around!
We would only ask that pets who are shown to be aggressive or not friendly to new people in your home be crated or locked in another room. Please notify us where the animal is kept so that we don’t startle them in regards to our staff safety.
It is strongly encouraged for clients with pets who bark excessively to keep them enclosed in another space; away from our crew or we will not clean those areas.
SICK POLICY
To protect the health of both our staff and all our clients, we kindly ask that you cancel or reschedule your clean if you or anyone in your household is showing signs of sickness on the day of your scheduled service.
(Please refer to our Cancellation & Reschedules Policy for details)
ADDITIONALLY, we request a waiting period for rescheduled cleans following illness:
● 3 days after non-flu-like symptoms subside
● 5 days after severe flu-like symptoms subside
Evidence :
Please note that our team will not remove items showing evidence of sickness, such as used tissues, discarded masks, or other items holding germs. These items must be removed and disposed of before our arrival.
DOOR POLICY
All privacy is respected here. We have a “closed door” policy with our crew.
This would be a sign to skip this room/area, unless a note was stating otherwise on the front of the closed door.
NON DISCLOSURE
Our crew members, upon hire, are required to sign a Non Disclosure document stating they will only use our company information for specifically work purposes only. Including keys, access codes, information regarding your home address, security, and/or affiliates, etc.
EQUIPMENT POLICY
For the purpose of this Equipment Policy, we will label all equipment, vacuums, organic supplies, tools, protective gear, sprays, disposable items, and anything else that can be considered as a cleaning supply as "Gear."
There are several reasons we insist on using our gear. Among them, but not limited to, we are proficient in our gear, trained on how to use it, and can also be warrantied. We understand that many customers prefer for us to use their gear for many reasons. We primarily use our own products and equipment for safety and efficiency.
If you have any questions or concerns, please feel free to ask!
THE POLICY
Using anything other than the gear we brought with us, in any way, is subject to this equipment policy.
If we use non-company-owned gear, please understand that we cannot and will not warranty that gear or any damages from using that gear. With all gear, there is a learning curve, specific directions, manufacturers' best practices, etc., that are unique. We don't know how to use all the gear. As a result, we offer NO support, warranty, or liability when using your gear, or non-company-owned gear.
This policy also applies to organic, natural, or identical gear to what we use. If we didn't bring it with us, we would not support any liability for your damages.
ALL CLEANING CANCELLATIONS
If you have a booked appointment with us, we ask for at least 48 hours' notice to cancel or reschedule.
If you have to cancel (without rescheduling) your appointment LESS than 48 hours prior, there will be a $100 FEE the same day as scheduled service.
If you haven’t paid your cancellation fee before the next service agreement, we will send an invoice to follow up and/or add it to your upcoming bill.
If you cancel within 3 hours of your scheduled cleaning time, you will be charged 50% of the amount booked for your service agreement.
If we are locked out or if you cancel while the cleaners are there (including cancellations from other policy violations), you will be charged for the full amount booked. This includes lock box changes in code or keys to enter.
A secondary point of contact is strongly encouraged, name and phone number, in case the client is not reachable.
Please understand that our cleaning technicians rely on consistent scheduled cleanings, if you would like to cancel, we ask that you call ahead to ensure no fees.
RESCHEDULES
If you choose to “skip” your booking on a scheduled occurrence or first time, please notify us immediately - no cancellation fee within 48 hours.
In the event of severe weather delaying our ability to service you, our managers will inform you via text or call immediately with a plan-of-action and / or need to cancel & reschedule.
Please also note that client approval is mandatory in order to reschedule for entry and security purposes.
Our commitment to service you is based on availability of the calendar.
We cannot guarantee significant changes in the schedule for recurring visits.
Our clients always have the option to “skip” a service without penalty. No fees within a 48-hour notice of cancellation; or pay-it-forward by securing payment for crew members scheduled to service date/said upon agreement.
OCCUPANCY IN AREAS AT TIME OF CLEANING
For the safety of our crew members, we ask that there be zero occupancy in the same areas while we’re cleaning. It’s no problem for us to alternate rooms as the space becomes clean and available. Please consider the comfort of our staff as we take precaution to move carefully while cleaning, and respecting your privacy.
Any use for bathing should be addressed before our arrival or once the area is completed.
Please do not enter restrooms during the cleaning process. Oftentimes, we have toilets soaking with solutions or wet floors; if not prepared for your entry, accidents can arise.
We will not clean around pets or any other occupants in the room; the area must be clear of any tripping hazards, and free to move equipment as needed for cleaning.
PAYMENT FOR SERVICE
As of Jan 1st 2026, Payment is due within 24 hours of billing for any completed work.
Options available will include:
ApplePay
Cash
Debit/Credit for 3% Fee
Bank Transfer 1% Fee
We will send an invoice via QuickBooks directly to the email provided by the client.
We will no longer accept Mailed Checks. If you would like to address a check to us, you will then be asked to write out a check the day of service for a staff member to deposit.
Required Action: If you choose to pay using virtual payments, we will ask all clients to hold a credit/debit card on file to automatically charge after 3 days of billing.
We will send an invoice via QuickBooks directly to the email provided by the client.
If your payment is more than 7 days late, we have the right to charge 5% for each billing cycle - for every 7 days.
If you pay by cash, please fill out a deposit slip with an envelope provided by our Crew.
TIPS
If you add gratuity to your service, please pay by cash if possible.
Checks can be made out to True Hippie Cleaning with “Tips” in the memo line.
QuickBooks or Venmo also accepts tipping options for our staff members.
ESTIMATES FOR SERVICE
All estimates must be conducted in person. We will do our best to provide you with a ballpark min - max range; however, we typically go by an hourly rate.
It’s important to us that our clients understand that we will not accommodate add-on requests once the crew has arrived to service you.
For clarity and peace of mind, our crew will be provided with the approved list of your requests.
Any changes/updates must be made 48 hours before your service.
Please call/text (608)216-1185 or email us
RATES
As some of our clients have been with us over the years, you have noticed the rate has remained the same. With the rising factors of supply and demand,
We must acknowledge that our rates must go up to keep our business running.
Subject to all clients - A rate increase will go into effect in 2026.
Following this statement, We plan to send an email to each client regarding the rate increase and estimate of continued service starting in February of 2026.
Our rates vary at different tiers:
$50/hr - $55/hr for General Cleaning
$60/hr - $70/hr for Detail Cleaning
All rates are based on square footage, per person + per hour.
(Includes all products, equipment, and your service costs)
These Rates are not included for DETAIL post-construction or move-out cleaning*
Rates are subject to increase annually and are based on demand.
Other significant cleaning projects, such as move out or move in cleanings, windows, and post construction may require additional costs.
Since 2016, True Hippie Cleaning has thrived on 100% green cleaning methods and determination to provide you with the best results possible!
We will always do our best to create products from reputable sources, and free of any toxins, harsh smells, and residues!
You can count on pure essential oils and biodegradable solutions to enhance your space without a doubt. We’re here to keep you and the earth safe and clean from harmful agents!
Last but not least,
Your opinion is valued! If you would like to share with us feedback, suggestions on lines of communication, ways to improve, or interests for at-home or office cleaning products, please don’t hesitate to reach out to me directly!
Point of Contact for All Contract Comments, Concerns, Questions:
Anastasia Calka Owner and Operator
True Hippie Cleaning,
Direct Phone: 608 216–1185