updated 10/16/2024

  • Payment is required at the time of service through one of our many payment options. Failing to pay at time of service (Within 24 hours) will result in an additional $50 service charge.
  • Lockouts– In the event that we arrive at your location for our scheduled cleaning and are unable obtain access, you will be charged your full rate. To avoid this please be sure to make proper arrangements in advance to enter the home. Garage codes, keys, etc. or cancel no later than 8 AM on the day of service.
  • Excluded Services – The Aloha team does not preform the following cleaning as part of our regular services. Dishes – Excessive dishes left out or in the sink will result in the effective areas being skipped. Laundry – a floor or room that might be covered will be skipped. Garage cleaning, inside cabinets and closets are not offered as part of regular service.
  • Illness – In the event that a member of your household is sick with something that’s possibly contagious (Flu, Covid, Strep, etc.) please provide us with advanced notice. This might require the family member to stay in their room (that would be skipped) for this cleaning, rescheduling or even canceling that scheduled week’s service.
  • Cancellations / Repeat Cancellations – We know life happens and there are times you may choose to not have service on your scheduled day. A $25 “Double Dust” charge will be added to make up for the maintenance needed for the canceled cleanings. We are always willing to work with our clients where possible, however if you repeatedly have to cancel service you risk losing your place on the schedule.
  • Conflicting scheduled services – While we do understand that there might be times where you may have other services being performed on the same day as your cleaning. It is important to understand that in the event an alternate service prevents us from completing an area of your home that area will have to be skipped till the next scheduled cleaning.
  • Holidays / Scheduling – There may be times that your scheduled cleaning will fall on a holiday where we are closed. If that happens to be the case we will offer and alternate date of cleaning. If that date does not work for you and you want service on a day when the team is not in your area an additional fee could be applied for travel.
  • Self-Cleaning ovens – While a popular option to clean your oven please refrain from using this option on a scheduled cleaning day.
  • Pests / infestations – Should a member of our highly skilled dust bunny wranglers detect an infestation of fleas, bed bugs, ants, etc.; the team will promptly cease the cleaning and you will be charged for your full service. You will also be subject to an additional $350 equipment cleaning fee as other clients will need to be canceled while we prep our equipment to ensure other homes are not exposed.
  • Add-On Services – While Aloha does offer additional services, we also reserve the right to postpone the requested services to a later date. Last minute add-ons add time and can created a trickle down of delays for other clients scheduled that day. (See our Additional Services Sheet or online at alohacleaningco.com)
  • Outside Accessibility – Aloha does ask that we have easy access to the home to carry our equipment inside. For example, if your driveway is unusable, and we have to park down the street it might be best to reschedule. also see “Conflicting scheduled services” above. Snow can be another central New York challenge and while we understand we can not control the weather we do ask you do your best to have a clear path for us to carry in our equipment. If we are unable to get in, we reserve the right to charge a lockout fee as listed above.
  • Inside Accessibility – Part of our magic to preform the level of clean that our team does is our ability to move quickly and efficiently though the home. Excessive furniture, decorations, nick-nacks, and clutter can severely slow us down. The easier we can get to the surfaces we are there to clean the better we can do the job.
  • Construction – Note that an additional charge for added time may be needed if construction is being performed. If you are planning improvements, please let us know so we can properly prepare with regards to timing and supplies.
  • Spectators – While we fully understand the draw to witness our cleaning team in action, we do ask that you keep your distance or move to another room. Anyone becoming an obstacle could result in areas not being cleaned. For everyone’s safety we would prefer to not turn this into a contact sport!
  • Pets – We love pets and they love us! Sometimes pets have accidents and while we do our best to help clean up, excessive pet messes are just not something we are equipped to address.
  • Changes in house composition – In the event you have added people or pets to the home an updated estimate may be necessary to re-evaluate the time needed and adjusted rate to provide you with your required service.
  • Power Outages – In the event the power goes out the Aloha team will continue to clean to the best of their ability. If power does not return while service is being performed, we may not be able to vacuum some/all areas.
  • Aloha is not responsible for damage to items that may fall under the homeowner’s care and maintenance. Loose tiles or fixtures, calking, peeling paint, loose trim, etc. will be noted at time of cleaning as encountered. Aloha is a cleaning service, not a repair service.
  • Time Slots – While we strive to maintain consistent timing from home to home it’s important understand a delay or extra services at one location will affect timing the rest of the day. Due to this we may refer to your scheduled time as “Morning” or “Afternoon.”  Accessibility is required for your time slot. Morning is 8:30 am to Noon and Afternoon is from Noon to 4pm. Please make arrangements to provide access to the home by being available, providing a key, garage code, etc. Failure to gain access could result in loosing your spot on the schedule.