Policies & Terms

1. Booking & Payment

• All bookings must be made through our online system or by contacting our office.

• For residential services, a valid credit or debit card must be placed on file before we can confirm your spot on the schedule. Your card is securely stored and only charged after the cleaning is completed.

• For commercial clients, payment is required before service unless otherwise arranged.

• We accept all major credit/debit cards and other approved methods listed at checkout.

• Pricing is flat-rate and fully transparent—no hidden fees. Optional services can be added during booking, and your total will update accordingly.

• A minimum charge of $199 applies, unless you’ve selected a recurring plan, which includes built-in discounts.

2. Arrival Window & Schedule Updates

We provide an arrival window of up to 1 hour for all appointments. While we do our best to stay on schedule, cleaning times can vary—especially when a team is scheduled for multiple homes in a day.

Here’s what to expect:

• You’ll receive a text notification when your cleaner is on the way, including their estimated arrival time.

• If we’re running ahead or behind, we’ll inform you as early as possible.

• You’ll also get a notification when your service is complete.

3. Access to the Property

Clients must ensure access via door code, key, or being present at the scheduled time.
If our team cannot access the property, a lockout fee of 50% of the service cost will apply.

4. Pets, Pet Hair & Special Requests

We love pets—and we’re happy to work in homes with furry family members. To keep everyone safe and ensure a smooth clean:

• Please secure any pets that may be protective, reactive, or anxious during service.

• If your home has heavily shedding dogs or cats, a pet hair fee of $50 applies for up to two pets. Each additional shedding pet incurs a $25 fee.

• This fee helps cover the additional time and equipment care required. If pet details are not accurately disclosed at booking, the charge will be added to the final invoice.

• For any special requests, please include them at booking so we can prepare accordingly.

5. Accurate Home Details & Billing Adjustments

We rely on accurate booking information to quote your service fairly. If the size, condition, or service scope is misrepresented, we reserve the right to adjust your final invoice to reflect the actual labor and time involved.

Examples include:

• Undisclosed square footage, additional bathrooms, or levels

• Significant buildup, clutter, or debris not noted

• Services not pre-booked (e.g., inside appliances, heavy pet hair)

We value transparent pricing, and do our best not to alter quotes—but we must ensure our team is compensated fairly for the work performed.

6. Cleaning Scope & Service Limits

Our standard services include sweeping, vacuuming, mopping, dusting, bathroom disinfection, and surface sanitization.

Add-on services like interior appliances or home organization must be selected during booking.

We do not provide mold remediation, hazardous waste removal, or heavy furniture lifting.

7. Deep Cleaning Requirement

If your home hasn't been professionally cleaned in over 3 months, a Deep Clean is required for the first visit.
If it’s been over 30 days, we strongly recommend booking a Deep Clean.
If Deep Cleaning was not selected at booking but is required on arrival, the upgrade will be added to your final invoice.

8. Recurring Clients & Cleaner Consistency

For recurring clients, we aim to assign the same trusted cleaner each visit. If a change is necessary, your service notes and preferences are passed on to ensure continuity.

You can request a different cleaner at any time.

9. Cancellations & Rescheduling

• Changes must be made at least 24 hours in advance.

• Cancellations or reschedules with less than 24 hours' notice incur a 50% fee.

• If we arrive and cannot enter, a 50% lockout fee applies.

• 100% of cancellation and lockout fees go directly to your cleaner to cover lost time.

10. Satisfaction Guarantee

If you’re not satisfied, please notify us within 24 hours of your appointment. We’ll promptly schedule a complimentary re-clean.

Refunds are issued only in exceptional cases.

11. Respect & Conduct Policy

BrightSpace has zero tolerance for unsafe, abusive, or disrespectful behavior toward our team. A cleaner has the right to pause, redirect, or end service immediately if they feel:

• Unsafe or physically threatened

• Subjected to verbal abuse, harassment, or degrading comments

• That the environment is emotionally or psychologically harmful

In these cases:

• The cleaner will leave the property immediately and inform management

• An incident report will be filed internally

• The client may be charged for the portion of service completed

12. Safety & Liability

Our team is background-checked, trained, and carries both individual liability and business insurance.
Clients should secure valuables prior to service. BrightSpace is not responsible for pre-existing damage or unsafe conditions.

We reserve the right to refuse service if the environment is hazardous.

13. Breakage & Damage Protocol

While rare, if an item is damaged during service, we will:

• Notify you immediately

• Document the issue

• Coordinate with you to repair or replace the item

To minimize risk, please alert us to fragile or irreplaceable items in advance.

14. Tipping & Gratuity

Tipping is never expected, but always appreciated.

You may leave cash, or let us know if you'd like to include a tip on your card—100% of gratuities go directly to your cleaner.

15. Photo Documentation & Marketing Use

BrightSpace may take non-identifying photos before or after your cleaning to support training, quality assurance, and marketing.

These photos may be used in marketing materials (such as our website, social media, or ads) without written consent, provided they do not include people, personal items, or anything that could identify you or your home.

We are careful to preserve your privacy and professionalism at all times. If you'd prefer your space not be photographed at all, just let us know—we're happy to honor that request.

16. Privacy & Confidentiality

We respect your privacy. Client information is never shared with third parties, and our team is trained in discretion and confidentiality at every level.

17. Weather & Travel

If severe weather makes travel unsafe, we will notify you as early as possible and reschedule your cleaning at no additional cost.

Thank you for trusting BrightSpace. These policies are here to protect your experience and the hardworking people who make it possible.