Policy/Terms of Service
CLEANING TIMES:
Your scheduled cleaning time will be confirmed via your appointment email or text. We make every effort to arrive promptly; however, factors such as traffic or prior appointments may affect our arrival. If your cleaner is running more than 30 minutes behind, we will notify you. When no specific arrival time is provided, services will be completed between 9:00 a.m. and 5:00 p.m. Standard shifts typically begin at 9:00 a.m. or 1:00 p.m., though times may vary. We appreciate your flexibility and encourage you to allow an open arrival window rather than expecting an exact time.
TIME and PRICING:
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You may increase your scheduled service by up to 2 hours while our cleaning professionals are present. Decreases to scheduled time must be requested at least 48 hours in advance. If a shorter service is performed, the original agreed-upon amount will still apply.
DEEP CLEAN and Add-Ons:
Deep clean add-ons may not be removed unless notice is given at least 48 hours prior to your scheduled service. If you decline an add-on at the time of service, Cleaning Dino reserves the right to charge for it as originally agreed.
Refund Policy:
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Cleaning Dino is committed to delivering exceptional results. All sales are final; however, if you have concerns about the quality of your service, please contact us directly so we can work toward a resolution that meets your needs.
Payment Policy:
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We accept debit and credit cards. A valid card must be kept on file at all times. Payment is due in full upon completion of services, at which point your card on file will be charged the balance due, including any applicable fees.
Declined transactions will be charged a $25 processing if not paid by end of day.
LATE FEE:
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Overdue balances are subject to a $25 late fee, plus interest at a rate of 25% per month. Cleaning Dino reserves all rights under applicable Utah, Arkansas, and Federal law to collect any amounts owed. The customer agrees to reimburse Cleaning Dino for all costs, including attorney’s fees, incurred in the collection of past-due balances.
CANCELATIONS:
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∙ Same-day cancellations: $150 fee
∙ Cancellations within 48 hours (not same-day): $100 fee
∙ Rescheduling within 48 hours: $45 fee
∙ Failure to provide access to the home: Full service charge applies
Cancellation requests must be submitted through the same method used to confirm your appointment (email, text, or phone). No cleaning fees will be refunded.
If services were pre-paid on behalf of another individual and that individual permits our team to proceed, payment is considered final upon completion. If one household member cancels but another grants access for service, payment is due upon completion.
Accounts with excessive cancellations or no-shows may be closed at Cleaning Dino’s discretion.
ASSIGNED CLEANER:
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Your home will be serviced by your regularly assigned cleaner except in cases of illness, vacation, or personal emergency. Should your assigned cleaner no longer be employed with Cleaning Dino, a trained replacement will be assigned and fully briefed on your home and service preferences.
Cleaning Dino may occasionally adjust the number of cleaners assigned to your service. Any such change will be communicated at least 12 hours in advance, and pricing will be adjusted accordingly.
LIMITATION OF LIABILITY:
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Cleaning Dino is fully bonded and insured. Our liability is limited to a maximum of five (5) times the cost of the service charge on the date the incident occurred. All claims must be reported within 24 hours of service. Key replacement or locksmith fees are covered only in cases of loss or miscoding, up to a maximum of $100 per location.
SERVICE QUALITY GUARANTEE:
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We take pride in delivering an outstanding clean every time. If you are dissatisfied with any aspect of your service, you must notify us within 24 hours so we can evaluate and address the concern. If the issue is quality-related, we will return to correct it at no charge.
Concerns reported after 24 hours, or issues resolved independently by the client, are not eligible for a remedy or compensation. For hourly cleaning services, we guarantee the cleaner will remain for the full scheduled time; however, task completion may vary depending on the scope of work.
If you require us to use your personal equipment or supplies, please notify us at least 24 hours before your appointment. Cleaning Dino assumes no liability for damage or complaints arising from the use of client-provided equipment. If your home has specialty surfaces requiring specific cleaning solutions, please inform us at least 24 hours in advance. The use of bleaching agents on the property is at the client’s sole discretion and risk.
COMPLAINTS AND PROCEDURES:
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We stand behind every clean. If something didn’t meet your expectations, please text or contact us within 24 hours — most concerns are easily resolved with open communication, and we’re committed to making it right.
Upon notification, we will review your concern and, if the issue is quality-related, return to correct it at no additional charge. Concerns reported after 24 hours, or issues already resolved by the client, fall outside the scope of our guarantee.
To qualify for our service guarantee, your home must be reasonably decluttered prior to our arrival so our team can access and clean all areas effectively.
HEALTH AND SAFETY:
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All electrical outlets and equipment used by our team must be in proper working condition. Your home must provide a reasonably safe environment for our cleaners to perform services effectively. If our team determines that conditions pose a health or safety hazard, we reserve the right to cancel the appointment and document the affected areas with photographs.
INCLEMENT WEATHER:
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In the event of severe weather on your scheduled service day, Cleaning Dino reserves the right to cancel and reschedule your appointment. Please ensure driveways and walkways are clear of debris to prevent injury to our staff. If you believe weather conditions may prevent safe access to your home, please notify us by call or text as soon as possible.
DIGITAL MEDIA
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Cleaning Dino reserves the right to photograph areas of your home for internal reference purposes. Images will not be published without your consent. Photos may be taken to document the arrangement of displayed items, any client cash found during cleaning (for the protection of both parties), pre-existing damage, and damage caused by our team for insurance purposes. Photographs for social media or advertising purposes will only be taken with your explicit consent.