Client Policies

Services Not Included

We currently don’t clean the following items:

  • Dishes
  • Fabric blinds
  • Outside windows
  • Porches or patios
  • Pet messes
  • Carpets or rugs
  • Anything higher than we can reach with our stepstool
  • Flooring that has pet stains
    • Please note that we also do not clean pet waste of any kind

We also do not train our employees to pick up and put away client’s belongings. If there are items left on the floor, counters or sofas, we will do our best to clean under and around them. We may move the items together into a neat pile in order to clean, but we will not put them away.


Our client’s privacy is very important to us. Please know that we will never give out your personal information and will always respect your home, pets and privacy.

Holidays and Vacation

We observe the following holidays:

New Years Day

Independence Day


Black Friday (after Thanksgiving)

Christmas Eve

Christmas Day

Occasionally the day after Christmas

If your cleaning lands on one of these holidays we will contact you in advance and schedule the cleaning for a day that works best for you and your family.

If there are any holidays that are not listed above that you observe, please let us know and we would be happy to work around them.

If you would like a special cleaning done around a certain holiday, such as Thanksgiving, please let us know in advance so that we are able to properly plan for it. Our schedules usually fill up very quickly during the weeks of Thanksgiving and Christmas.

Occasionally our cleaners may take a vacation or need a specific day off for personal reasons. Please know that we will always schedule these days far in advance (unless there is an emergency) and will work with you to reschedule your cleaning for a day that works best for you.

In return, if a client notifies us in advance and needs a cleaning done on a different day or time we will make every effort to make that happen.

Payment Arrangements

We require all clients to keep a credit card on file with us. The day before the clean we will put a hold on the credit card. After the clean has been completed we will then automatically charge the card. You can add and update your credit card information through the online portal here:

Cancellations & Lockouts

If you need to cancel or reschedule a cleaning, please try to let us know as far in advance as possible. We often are able to fill any openings we have if we are given sufficient notice of a cancellation.

If you cancel within 24 hours of a cleaning, you will be charged a 50% cancellation fee. We will use your card on file to charge the penalty. This also applies to lockouts, if we are unable to get into the home at the scheduled time.*

*We understand that things come up, so all clients are allowed 1 free cancellation every 6 months.

Pet Policy

We are happy to work with and around your pets. Our employees truly love our client’s pets and look forward to seeing them. But for the safety of your pets and our cleaners we do ask that you only allow pets to be out if they are very friendly, not likely to try to escape out the front door and are not afraid of strangers or vacuum cleaners. If they are, please find a place for them the day of the clean or have them crated. If a dog is aggressive towards one of our cleaners we may leave before finishing and you will still be responsible for the full payment of that clean. We will also require the dog to be boarded or crated before we are able to come again.

We make an effort to keep cleaning supplies up and away from pets, but if a pet does get into our cleaning supplies Brilliantly Clean Services, LLC will not be held responsible for any harm done to the pet.

Let your cleaner know if you have a cat or cats that are indoor only. Also, please be aware that we do not clean up pet messes. If there is an accident on the floor we will clean around it.

Child Policy

Employees of Brilliantly Clean Services, LLC will do their best to keep their cleaning products out of the reach of children, but there are some instances where this just is not possible. If children are home during cleans, we ask that parents keep an eye on them and keep them away from our cleaning supplies. Brilliantly Clean Services, LLC is not responsible for any harm done to a child as a result of getting into our cleaning supplies. It is the responsibility of the parent to keep an eye on the children while we are cleaning.

Our cleaners also must remove outlet covers in order to vacuum and will do their best to make sure they are replaced when done. Please always check outlet covers after a cleaning, to verify that they have been replaced.

Client Property

If we are asked to use a client’s cleaning supplies/tools, for example a vacuum or steam cleaner, Brilliantly Clean Services, LLC will not be financially responsible for any wear or tear or damage that occurs to the item. We are always happy to use our cleaning tools instead.

Brilliantly Clean Services, LLC will also not be responsible for any property that is not properly secured and damaged accidentally.

Pest Policy

For the safety of our employees, we will not clean homes that have an ongoing or recent pest infestation.

If mouse droppings are found during the clean, our employees are trained to stop cleaning and only return once the pest has been removed and the droppings have been properly cleaned. Vacuuming and dusting can stir up dust from their droppings and potentially spread a deadly virus. We trust that clients will inform us of a mouse problem in advance so that we can plan on returning after the situation has been resolved.

If cockroaches, ants or other insects are spotted during a clean we will skip the area where the pests are present or cancel the remainder of the clean, depending on the severity. If we suspect that a home is in infested with lice or bed bugs we will also cancel the clean and only return after the situation has been resolved.


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