Customer Guidelines

​​Thank you for choosing Somos Cleaning Service! We want every experience with us to feel clear, reliable, and stress-free. To make sure we’re on the same page, here are our service guidelines explained in simple, friendly language.​​

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Satisfaction Guarantee​

• We stand by our work 100%. If something wasn’t cleaned to your expectation, please contact us within 24 hours and we’ll come back to to perform a free re-cleaning. 

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Scheduling & Appointments​​

• We offer one-time, weekly, bi-weekly, and monthly options. You’re welcome to change your plan anytime.

• Appointments are scheduled within a 1-hour arrival window to allow flexibility

• Please make sure we can enter your home or business — either by being there yourself, arranging with a concierge/reception, or providing a lockbox/keypad code.

 

​​​Cancellation, Rescheduling & Non-Entry ​

To ensure we can provide consistent schedules and fair compensation for our dedicated team members, we adhere to the following policy for all bookings:

• 24-Hour Notice: We kindly ask for at least 24 hours’ notice if you need to cancel or reschedule your service.

• Late Changes: Any changes made within 24 hours of your scheduled service will incur a $50 fee.

• Lockouts & Door Cancellations: If our team is locked out or a cleaning is cancelled at the door, a charge of $100 of the service cost will apply.

• This policy allows us to maintain a reliable schedule and continue providing high-quality service to all of our clients.

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Skipped/ Rescheduled Cleanings

Our recurring rates are structured around maintaining your space at a consistent, professional standard. If a cleaning is skipped or rescheduled, the extended interval between visits naturally results in additional buildup that requires extra time and detailed attention.

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To account for this, skipping a visit will automatically adjust your next cleaning to the corresponding cadence rate (for example, weekly clients skipping a visit will be billed at the bi-weekly rate for their next service). 

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Please note that cancelling or rescheduling a single appointment does not automatically shift your overall cadence; all future recurring appointments will remain intact as originally scheduled.

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Your Somos Quote: How It Works

For One-off cleanings: All Somos quotes are flat-rate estimates based on the details you provided at booking, our professional experience, and the estimated hours needed for a standard clean. While the price for the agreed-upon scope is fixed, cleaning time isn't unlimited. If we find that your home needs a little extra love and will take longer than the hours included in your quote, we’ll let you know—usually at least an hour before our time is up. If that happens, you’ll have two simple options: 1. Extend the service: Add the extra time needed at our standard hourly or fixed extension rate to get everything fully completed. 2. Stick to the budget: Have us stop at the originally quoted time. We’ll focus on your top priorities or use our professional judgment to get as much done as possible.​ Please note: If you choose to stick to the original time, the full quoted amount still applies, and we won't be able to offer discounts for unfinished areas. You can approve any extra time verbally or via text/email.

For Recurring Clients: To ensure your flat rate remains fair and accurate, we will review your pricing after your third visit to determine if any rate adjustments are necessary.

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Payment Terms

Somos Cleaning collects payment after your service has been completed. A valid payment method (Credit Card or ACH) is required to secure and hold your booking.

• Billing: Payment is processed automatically once the service is finished.

• Cancellations: Your card will not be charged prior to the service unless a late-cancellation fee applies (for cancellations made within 24 hours of the appointment).

• Taxes: All services are subject to 7% NJ sales tax.

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Pre-Cleaning Checklist​​

​In order to best support us in providing you with an exceptional service, please follow these steps to prepare your home for each of our visits:

 

General Prep & Tidying

• Declutter & Tidy: Picking up toys, clothing, and loose items off floors and surfaces allows us to focus on and dedicate our time to the quality of our cleaning.

• Remove Dishes: Put away dishes or load them into the dishwasher so sinks and counters are accessible.

• Bed Linens: Place fresh linens on beds if you would like us to strip the sheets and remake them.

• Valuables: Safely store any high-value or fragile items.

• Pet Safety: Ensure pets are secured in a safe area during your service.

• Trash Bags: Leave out fresh trash bags for emptying waste bins.

• Clear Access: Ensure our team has full, unobstructed access to all areas being cleaned.

• Questions & Support: Feel free to contact us with any questions or concerns at any time.

 

Add-On Services

If you have requested specialized add-on services, please prepare the following in advance:

• Laundry: Leave pre-sorted laundry and detergent in a visible area (please separate delicate or dry-clean-only items).

• Inside Refrigerator: Discard unneeded items and clear out space shortly before our visit.

• Inside Oven: Run the self-cleaning function the night before our visit.

• Inside Cabinets: Empty all cabinets scheduled for cleaning.

• Inside Dishwasher: Empty the dishwasher prior to our arrival.

 

Because our service is time-based, preparing for our visits beforehand keeps your cleaning cost-effective and prevents us from misplacing stray objects.

 

Specialty Cleaning Checklists

Preparing for a specialized service? Please review our detailed prep guides:

• Moving Cleanings: Pre-Cleaning Checklist for Moving Cleans

• Post-Construction Cleanings: Pre-Cleaning Checklist for Post-Construction Cleans 

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Our Standard Cleaning Checklist​

• View our cleaning checklist to see what's included: Here 

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Add-On Services

The following services are available for an additional charge during standard maintenance cleans, subject to availability and advance scheduling: washing dishes, organization, laundry, interior refrigerator cleaning, interior oven cleaning, interior cabinet cleaning, interior window cleaning, pet hair removal, and wet wiping or detailing of blinds. Please note that several of these tasks—such as interior cabinet and appliance cleaning—are already included as standard features within our dedicated Move-In/Move-Out and Post-Construction cleaning packages. Pricing for individual add-on services is not included in standard recurring rates and may vary based on condition, buildup, and required time. Same-day add-on requests are not guaranteed and may be declined if they impact scheduled appointments.

 

Items We Cannot Clean

Certain conditions, tasks, and materials require specialized training, equipment, or licensing and fall strictly outside the scope of Somos’s services. For health, safety, and liability reasons, Somos does not provide mold remediation, biohazard cleanup, hoarding cleanup, active pest or infestation cleanup (e.g., bedbugs, rodents, cockroaches), post-construction drywall or chemical remediation, or service in areas with pre-existing structural damage (e.g., water damage, peeling wallpaper, loose tile). Excluded hazardous materials include, but are not limited to, mold, excessive mildew, bodily fluids, blood, feces, vomit, urine, litter boxes, bird cages, or any other human or animal excretions.

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Additionally, standard cleaning services do not cover cleaning under/interior of range hoods (including filters), entire walls by hand, cleaning entire floors by hand on knees, unsealed stone or wood surfaces, or delicate, unrestored antiques. Furthermore, we will not clean anything on the exterior of the home, nor will we open windows or clean areas where a window needs to be opened to clean. If excluded conditions or materials are present or discovered during an appointment, Somos reserves the right to pause, adjust, or terminate service immediately. In such cases, applicable minimum service charges or cancellation fees will apply, and Somos shall not be held liable for incomplete service or any related consequences.

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Unreachable Areas & Heavy Items

For safety and liability reasons, Somos providers are not permitted to climb higher than a standard step stool, work outside the home, or access areas that cannot be reached safely without specialized equipment. Additionally, cleaners are not authorized to move furniture, appliances, or objects weighing more than 35 pounds, as doing so may pose a risk of injury or property damage. Areas that are blocked, obstructed, or located behind heavy items will not be cleaned unless those items are moved by the client prior to the appointment, and Somos shall not be held responsible for uncleaned areas resulting from these access limitations or safety restrictions.

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Media & Photo Usage Consent​

Somos may take photographs or videos of service areas before, during, or after cleaning for quality control, documentation, training, or dispute-resolution purposes. Unless the client provides written notice objecting in advance, the client grants Somos permission to use non-identifying images of cleaned areas for marketing, educational, or promotional purposes. No personally identifying information, faces, or personal details will be disclosed without explicit consent​

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Incident Reporting & Damage Investigation​​

Somos exercises reasonable care while providing services and maintains internal procedures requiring all team members to report any accidents or incidents immediately. Any claim for loss or damage must be reported to Somos in writing within forty-eight (48) hours of service completion. Claims reported after this period will be automatically denied without exception.  

 

Somos reserves the right to inspect, investigate, and determine responsibility for any reported damage, including conducting interviews and reviewing documentation or other evidence. If there is no reasonable or evidence-based basis to conclude that Somos caused the damage, the claim will be denied.  

 

Clients are solely responsible for securing or removing all fragile, high-value, sentimental, or delicate items prior to service. Somos shall not be responsible for damage to items that were not properly secured or that were unstable, improperly installed, or subject to normal wear and tear or pre-existing conditions.  

 

If Somos is determined to be responsible for damage, liability shall be limited to repair or replacement at Somos’s sole discretion and shall not exceed the cost of one (1) cleaning visit. Somos reserves the exclusive right to select the method of remediation and to obtain its own repair or replacement estimates. Refusal to allow inspection or remediation may result in denial of the claim.​

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Supplies & Equipment​

Our cleaning specialists arrive equipped with all the necessary tools. All of our multipurpose cleaning products are organic, and vinegar based. If you prefer that we do not use vinegar in your space, please let us know and we will happily adjust the cleaning products used. We kindly ask you to supply laundry detergent if we perform laundry service.

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​Promotional Offer Cancellation Terms

Promotional offers, introductory credits, or discounted services are provided subject to the specific terms of the applicable promotion. Eligibility for any promotional benefit may require maintaining a minimum service commitment or completing a specified number of visits. If a client cancels, pauses, or modifies service in a manner that violates the terms of a promotional offer, Somos reserves the right to void the promotion and apply any applicable cancellation charge, retroactive rate adjustment, or standard service pricing associated with that promotion. Promotional terms, including any cancellation-related charges, vary by offer and are disclosed at the time of booking or enrollment.

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Non-Solicitation of Somos Professionals

Clients agree not to solicit, recruit, hire, or engage any Somos Cleaning Specialist for private work or employment outside of Somos Cleaning, whether directly or indirectly, during the course of service and for a period of twelve (12) months following the client's most recent service date. Somos’ Cleaning Specialists are thoroughly vetted, background checked, and trained prior to servicing properties, as Somos invests significant time, resources, and expense into recruiting, training, and retaining its team members. Any direct or indirect solicitation, hiring, or engagement of a Somos Cleaning Specialist outside of Somos Cleaning is strictly prohibited and constitutes a material breach of these Terms. In the event of a breach of this provision, the client agrees to pay a $2,000 training fee per individual hired or engaged to compensate Somos for the cost of recruiting, vetting, and training replacement personnel, and Somos reserves the right to immediately terminate services and pursue all other legal remedies available under the law.​

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Social Responsibility​

• Somos supports charities in Latin America providing sports equipment to youth through local service projects.

• Learn more via Instagram: @SomosTheNicaraguaProject​

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​Final Note ​

We can’t wait to impress you with our passion for cleaning! By booking our services, you agree to all the guidelines outlined above.

 

Kind regards,
The Somos Team 🙂

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