We created this page for the sole purpose of centralizing 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: Please go to this page to see what is included in our cleaning packages. If you have any questions or want to add any other services, please let us know!

Cancellation: If you need to cancel or reschedule your cleaning, please do so at least 24 hours in advance. Any changes made after that are subject to a $50 fee. 

Payment: We must have a debit or credit card on file before we show up for any job. We do not charge the card until after the job is done and you have had the chance to do a walkthrough with the cleaner to be sure that they have done the job you paid us to do. 

If at that time, you think something is not correct, you can let the cleaner know. If it is INSIDE scope, then he or she will make it right. 

If for some reason you are not there for the walkthrough, we will wait up to 24 hours to charge the card until you have returned home to see. 

We DO put a hold on the card for the amount of the booking at 24 hours. This lines up with our cancellation policy. Any significant changes made to your booking may incur a $50 cancellation/reschedule fee. 

We do this b/c each cleaner or crew can only be in one place at a time. If they are scheduled to be at your house that means that we may have chosen not to take other jobs b/c our crews were already booked.

Your Valuables: We always try to be very careful when cleaning. Saying that, an ounce of prevention is worth a pound of cure so please move any expensive, fragile, or precious possessions to a safe place that won’t be cleaned (such as a spare room, inside a curio cabinet, or a closet)

Breakage or Damage: As they saying goes, stuff happens. While we do our best to take care of your home and the items in it, we are not perfect. (See: We are Human section). We handle this on a case-by-case basis. Please save anything broken for review and investigation. Also, please be sure to do your own due diligence. We will not take responsibility for precarious situations. Pictures not properly hung on the walls or an olive oil bottle on the counter is covered with oil. 

Please take what precautions you can to make the items in your home secure so that we can reduce the likelihood of any preventable accidents. 

Any suspected damage by the cleaning crew MUST be reported to Lone Star Cleaning Solutions within 24 hours of the service start time.

Cleaning Rates: We are pretty good at doing over-the-phone estimates, but we’re not perfect. We use the square footage, number of bedrooms and bathrooms, and other information you provide to estimate the cost of your house cleaning. 

After the cleaning crew does an initial walkthrough, if it is determined that the estimate is not correct, we will notify you before work begins. We do not want to blindside any of our customers with surprise charges after a job is finished. We don’t like when it happens to us, so we are not going to do it to you. 

If we do need to adjust the estimate, then you’ll have some options. 1) You can accept the new pricing. 2) You can keep the old pricing, and the cleaning crew will get as much of the cleaning done for the original price. (Obviously, this will not be the full job!) 3) The cleaning crew will not do the job and leave. In this case, you will not be charged a cancellation fee, unless the reason for the pricing change is your responsibility. This usually means NOT disclosing something about the cleaning job, e.g., a rodent infestation, feces, toxic mold, etc.

Basically, if we show up in good faith to do the job, but the conditions are drastically different than you led us to believe on the phone, then we consider this your responsibility.

Recurring Rate Changes: From time to time, we have to take the temperature of our business, and sometimes this means increasing our rates. If this happens, we will give you at least 30 days notice so you can make the right decision for you and your family. 

Tipping: Tipping is NEVER expected, and ALWAYS appreciated. That can be done in cash or it can be added to the card we have on file, either by sending the front office a quick text message or adding it yourself through your account on our website. 

100% of the tips goes to the cleaning crew.

The Irony of Cleaning Before the Cleaners Arrive: Unless explicitly discussed and quoted with us, the cleaning crews will NOT tidy up. Please tidy up and organize things off the floors, the counters, and tables. If you’d like this service, it is something we can add, but it must be discussed beforehand. 

Cleaning is not Magic: We will do our best to deliver the depth of cleaning that you paid us to do. Saying that, the crew are not capable of restoring your home. If left for months or years, some things will only come clean after multiple services, if at all. We will do our best to make your home sparkle and shine, but that doesn’t mean that everything will be “like new” when we are finished. 

We are Human: Every cleaner that we work with is a professional. We do our best to make sure that everyone who comes into your home has been properly vetted. This means we do criminal background checks, ensure they are actually professional cleaners, and carry their own general liability insurance. 

If you pay for a clean, and the cleaner does not do something you paid for or does it in a poor fashion, please let us know. We will make it right! It is our goal to provide you with a stellar experience so please let us know how we are doing. 

Pets: We are animal lovers! Of course, you’re welcome to introduce your pet to the cleaners. Also, be sure to keep them out of their way. Any work that is “undone” by an energetic dog, for example, who bolts across a freshly cleaned area will not be redone. Any aggressive animals, to any degree, must be properly secured!

Flus and Fevers: If you or someone in the home has the flu and/or a fever, please let us know. It may be necessary to reschedule. If so, you will not be charged a cancellation fee, but please do give us as much notice as possible. 

Safety First: For insurance purposes, the cleaners will not climb higher than 2 steps on a ladder. Any areas that are higher than that will be cleaned with appropriate reaching tools. 

The cleaning crew is not authorized to move heavy furniture. If there are areas, such as baseboards behind a couch, that require attention, kindly move the furniture sufficiently to grant access.

Inclement weather may delay a cleaning. Safety first!

Don’t be that Guy (or Gal): The overwhelming majority of our customers are stand-up individuals and families. They understand the challenges that come with running a business, and they are happy to support us. Every once in a while, someone comes along and tries to hire one of the cleaners to “work on the side.” 

Please do NOT put the cleaners in that moral hazard! They have signed a non-solicitation and non-compete agreement.