Customer Policies and Guidelines
WELCOME TO BLIVE CLEANING
At Blive Cleaning, we believe that a premium service is an investment in your home’s longevity and your peace of mind. Unlike standard services, we provide a high-quality, professional experience backed by elite credentials that ensure your property is in the safest hands.
THE VALUE OF PROFESSIONALISM
Elite Certifications: We aren’t just cleaners; we are a fully Licensed, Insured, OSHA Certified, and Better Business Bureau A+ Certified organization. This level of certification guarantees that we adhere to the highest safety and ethical standards in the industry.
Proven Track Record: Founded in 2018 and established in 2021, we bring years of specialized expertise to every project.
All-Inclusive Convenience: To save you time and money, we provide all professional-grade equipment and supplies needed to achieve a superior finish—you never have to worry about the overhead of stocking cleaning products.
OUR DEDICATED EXPERTS
Highly Trained Teams: We typically deploy teams of two professionals to ensure a double-layered approach to quality and efficiency.
Detail-Oriented & Trustworthy: Our crew consists of hard-working, respectful, and detail-oriented individuals who undergo rigorous training to meet our “spotless” standard.
Reliability & Identity: You can always expect our professionals to arrive on time and in full uniform, maintaining the security and professional atmosphere of your home.
We strive to deliver excellence with every visit, focusing on the intricate details that others often overlook. We kindly ask that you review the following Policies and Guidelines to see how we maintain these high standards for our clients.
OUR PRICING STRUCTURE
Our rates are designed to be fair and transparent, determined by the size of your property and the frequency of service.
SERVICE TIERS
Regular Maintenance: For clients who keep a recurring schedule, we offer lower, more competitive rates.
The Best Value (Weekly): Clients who book Weekly Cleaning receive our lowest available rate per visit.
Deep Clean & Move-In/Out: These are our most comprehensive packages. Because they require more detailed labor and specialized focus, they are priced at a higher rate.
FLAT RATE POLICY
For our regular clients, we charge a Flat Rate based on the agreed-upon time for each visit. To keep things fair for our team and our clients, please note the following:
Important: If the workload or time required increases substantially (due to renovations, hosting events, or skipped sessions) without prior agreement, your rate will be adjusted.
ONE TIME, INITIAL OR DEEP CLEANING ESTIMATES & POLICIES
At Blive Cleaning, we strive for transparency. Our estimates are primarily based on the square footage of your home, ensuring the rate you receive is your final amount for the standard package.
HOW WE MANAGE TIME
While our estimates are usually spot-on, every home is unique. In cases where the scheduled time is insufficient to complete all tasks:
Approval Required: We will never charge you more without asking. You will be contacted for approval regarding extra time and the associated fees.
Priority Cleaning: If you suspect your home may need more attention, you can provide a Focus List. Our team will tackle your high-priority areas first so they are guaranteed to be finished if time runs out.
TOTAL CUSTOMIZATION
Our services are 100% customizable to fit your needs. Whether you want a “top-to-bottom” scrub or just a deep clean of the kitchen and bathrooms, we work around your preferences.
BOOKING
To secure your appointment, a Booking Fee is required at the time of scheduling. This fee is applied toward your final balance.
Fee Structure:
Estimates under $500: A flat $100 booking fee.
Estimates over $500: A booking fee equal to 50% of the estimated total.
Non-Refundable Policy: The booking fee is non-refundable in the event of a cancellation.
Rescheduling: We are happy to reschedule your service if done in a timely manner. However, if the service is canceled rather than rescheduled, the booking fee will not be reimbursed.
Final Payment: The remaining balance is due in full upon completion of the service.
SCHEDULING
We do our best to schedule your cleaning according to your preferred day but sometimes that is not possible. We Thank you for your flexibility in advance. Things may happen outside of our control so if we need to reschedule your visit (only when necessary) we’ll let you know as soon as possible.
To ensure we can provide the most thorough “deep clean” possible, we kindly ask for your help with the following:
Tidying Up: Please “pick up” the home prior to our arrival. While we don’t mind tidying, the time spent moving toys, clothes, or loose items reduces the time we have to scrub and sanitize. The clearer your surfaces are, the more effective our cleaning will be.
Rate Adjustments: If a lack of preparation causes the service time to increase substantially beyond the original estimate, your rate may be adjusted. Please notify the office in advance if you need extra time.
Linens & Bedding: We are happy to change your linens! Please leave a clean set of sheets on top of the bed as a signal for our team.
Note: Our team cannot wait for laundry cycles to finish. Please ensure sheets are clean and dry before we arrive.
Add-Ons: Changing linens for extra beds (beyond those included in your package) is considered an Add-On service.
DEEP, FIRST TIME, MOVE IN/MOVE OUT AND POST CONSTRUCTION CLEANING
For high-intensity services—including First Cleanings, Move-In/Out, and Post-Construction—we aim for excellence, but results are dependent on the time allocated.
Condition of Home: We cannot guarantee a “spotless” result in a single visit if the home is excessively soiled or cluttered beyond the scope of the original estimate.
Time Limits: If you have purchased a fixed-time package, that duration may not be sufficient to complete our standard checklist.
Adjustments: If our team determines more time is needed to reach our standards, we will contact you to request a time extension, which will result in an additional fee.
HOME READINESS & REFUSAL OF SERVICE
To provide the high standard of cleaning we are known for, your home must be in a condition that allows our team to work effectively.
Service Refusal: We reserve the right to refuse service if the home is not ready for cleaning. This includes, but is not limited to, ongoing construction, lack of running water/electricity, or excessive clutter that prevents access to surfaces.
Fees: In the event that we must refuse service due to site conditions, the Booking Fee will be retained to cover our operational costs.
Rescheduling: We will offer to reschedule your appointment once the home is ready, subject to a last-minute rescheduling fee.
PUT AWAY FRAGILE & HIGH-VALUE ITEMS
While we treat your home with the utmost care, we ask for your cooperation in protecting your most prized possessions:
Sentimental & Irreplaceable Items: Please put away any fragile objects of sentimental value, heirlooms, or items that are impossible to replace. While we are extremely careful, accidents can happen.
Small Valuables: Ensure that no jewelry or small valuables are left on the floors or carpeting. These items can easily be vacuumed up without the cleaner realizing it.
Delicate Cleaning: If you have a specific delicate object that you would like wiped down, please notify the office in advance so we can provide the team with the proper instructions.
ALLERGIES & PRODUCT SENSITIVITY
Your health and comfort are important to us.
Notification: Please inform the office if anyone in your household has allergies or sensitivities to specific cleaning products.
Alternative Products: If you require a specific product that we do not carry, we ask that you leave it on the kitchen counter for our team.
ECO-FRIENDLY CLEANING OPTIONS
At Blive Cleaning, we are committed to providing services that meet your specific needs, including Eco-Friendly options.
Green Products: We typically use our own vetted eco-friendly products for these requests. Please let us know in advance if you prefer a “Green Cleaning” so we can prepare the team accordingly.
Custom Requests: If you have specific eco-friendly products you would like us to use, we are happy to accommodate. As noted in our Supplies & Equipment policy, please be aware that using client-provided products may result in different outcomes than our standard professional-grade inventory.
PET POLICY
We are pet lovers and will treat your furry family members with the same care we give our own! To ensure a safe and stress-free experience for your pets and our team, we ask the following:
Information: Please inform us of any pets in the home at the time of booking so our team is prepared.
Safety & Containment: If you have an unfriendly or anxious pet, we ask that they be safely contained in a separate room. To prevent accidents or escapes, please also contain pets that have a habit of running out the door when it is opened.
Incident Prevention: Having experienced pet-related incidents in the past, we know that these simple precautions prevent stressful situations for your pets and keep our cleaners safe while they bring in equipment and supplies.
SUPPLIES AND EQUIPMENT
Blive Cleaning provides all professional-grade supplies and equipment necessary to deliver high-quality results.
Client-Provided Products: If you prefer that we use your specific cleaning products or equipment, we will honor that request. However, we cannot guarantee our usual standard of excellence, as our team is specifically trained on our own inventory.
Liability Disclaimer: We are not liable for any damage caused to or by client-provided equipment (such as a personal vacuum or steamer), as our staff has not been formally trained on those specific models.
CLEANING AREA RESTRICTIONS
To ensure the safety of our staff and the integrity of your home, we observe the following restrictions:
Height Limits: For liability reasons, we are limited to the height reachable by our step stools and extendable dusters. High-reach fans, chandeliers, or vaulted ceiling fixtures may be inaccessible.
Exterior Areas: We do not clean the exterior of the home unless discussed and booked as an “Add-On” service. Height limits apply to all exterior work (porches, garages, etc.).
Clutter & Accessibility: Our teams are trained to clean surfaces, not organize belongings. Inaccessible areas due to heavy clutter will not be cleaned. We ask that surfaces be cleared of clutter prior to our arrival to ensure the best results.
ARRIVAL & SCHEDULING
We value your time and strive for consistency in our scheduling.
ETA Notification: You will receive an estimated time of arrival (ETA) one day prior to your scheduled cleaning.
Preferred Windows: Based on your chosen package, we aim to keep your service on the same weekday and within the same general timeframe (AM or PM).
Flexibility: While we strive for punctuality, unexpected delays can occur. We promise to keep you informed of any changes as soon as possible and appreciate your flexibility.
ACCESSIBILITY & SECURITY
For your convenience, you do not need to be present during your cleaning. If you plan to be away, please provide us with a reliable method for our team to gain access to your home.
Access Methods: You may provide a garage code, door code, lockbox, or a hidden key location. Choose the method you are most comfortable with and notify the office.
Alarm Systems: If your home has an alarm system, please ensure it is disabled prior to our arrival or provide the office with the necessary codes and instructions to disarm and re-arm it.
Security: We treat your security with the highest priority and will ensure your home is locked and secured upon our departure.
COMMUNICATIONS WITH THE OFFICE
To ensure consistency and prevent miscommunication, we require that all special requests, “do’s and don’ts,” or changes to your routine be made directly to the office rather than to the cleaning team.
Service Notes: We maintain detailed records for every home. By notifying the office, we ensure these notes are updated so that any team assigned to your home—including new staff—provides the exact service you expect.
Service Scope: If you need items added that are not part of your standard cleaning package, please contact the office. We will update your profile and provide pricing for any extra tasks.
Accuracy: Directing requests to the office ensures that instructions are never overlooked or misunderstood during the busy cleaning process.
NON- SOLICITATION POLICY
Our professional cleaners are under a strict contract that prohibits them from accepting “side jobs” or private cleaning proposals from our clients.
Contractual Integrity: Please understand that soliciting our staff for private hire puts them in a breach of contract situation and may jeopardize their employment with Blive Cleaning.
Company Policy: We kindly ask that you do not solicit our cleaners for services outside of the company. All scheduling and service requests must be handled through the Blive Cleaning office.
TEAM POLICY
Our scheduling is based on the location of your house, sometimes different teams work different routes. If you have a preference for a certain team let us know and we’ll do our best to have you permanently with the team of your choosing, however it’s not guaranteed.
MOVING OR LIFTING HEAVY ITEMS
The safety of our team members is a top priority at Blive Cleaning. To prevent injury and comply with our insurance requirements, we adhere to the following:
Weight Limits: Our staff is strictly prohibited from lifting or moving items over a certain weight limit.
Advance Notice: If you require assistance with moving or lifting specific items, please notify us in advance so we can determine if it falls within our safety guidelines.
Accessibility: If an area is blocked by heavy furniture or appliances that have not been moved prior to our arrival, our team will clean around those items to the best of their ability using extensions.
CANCELLATIONS – RECURRING CUSTOMERS
To ensure the highest level of cleanliness and to account for the additional buildup that occurs when a scheduled visit is missed, we apply the following rate adjustments for our recurring clients:
Weekly Cleaning Package: If a cleaning is canceled for the week, the subsequent visit will be charged at our Bi-weekly rate to cover the extra maintenance required; your standard weekly rate will resume thereafter.
Bi-weekly Cleaning Package: If a cleaning is canceled, your service will resume two weeks later at our Monthly rate for that visit only.
Monthly Cleaning Package: We strongly advise rescheduling missed monthly cleanings as soon as possible. If more than two weeks pass beyond your original scheduled date, a Deep Cleaning rate will apply due to the significant time elapsed since the last professional service.
ALTERNATIVE TO CANCELLATION FEES: The “Back-to-Back” Catch-Up
We understand that maintaining a consistent cleaning schedule is the best way to keep your home in peak condition. To help you avoid price increases due to missed visits, we offer a flexible alternative:
Two Consecutive Cleanings: If you need to skip a week but wish to avoid the higher bi-weekly, monthly, or deep cleaning rates, you may schedule two cleanings in a row (two weeks in a row) to get back to your regular schedule without a cancellation fee.
Rescheduling Benefit: This option allows us to manage the additional buildup from the missed week across two standard visits, ensuring your home returns to our excellence standard without a sudden spike in your service rate.
LAST MINUTE CANCELLATIONS
We understand that life happens, and we are more than happy to accommodate your schedule whenever possible. To maintain our commitment to our team and other clients, we have established the following guidelines regarding schedule changes:
Standard Notice: While a 7-day notice is preferred, we require a minimum of 2 business days notice prior to your scheduled cleaning to avoid any fees.
How to Notify Us: Please submit all cancellations or schedule changes via email to Blive Cleaning or via text message.
Late Cancellation Fees: Within 1 Business Day: Requests made within one business day of the service will incur a $50 fee.
Same-Day Requests: Requests made on the day of service will incur a fee equal to 50% of your usual cleaning rate.
Access and Lock-Outs: A 50% fee applies if our team is unable to gain access to your home within 15 minutes of arrival. If this occurs, we will contact you immediately to explore alternative ways to enter the property.
Why these fees exist: When a cancellation occurs on the same day, we are unable to fill that time slot for our professional cleaners. These policies allow us to continue providing stable, high-quality employment for our dedicated team members.
FRIDAY AFTERNOON AND WEEKEND CHANGES:
o ensure our team can effectively manage their schedules, please be mindful of requests made outside of standard business hours (Monday–Friday, 8 AM – 5 PM):
Monday Schedule Adjustments: If a request to reschedule or cancel a Monday cleaning is sent on Friday after 5 PM or during the weekend, a 50% cancellation fee may apply.
Reasoning: Because our office is closed over the weekend, we do not have the necessary time to reassign your time slot to another client on such short notice.
BREAKAGE/DAMAGES
At Blive Cleaning, we pride ourselves on being fully licensed, insured, OSHA certified, and tax-compliant. We take full responsibility for any damages resulting from employee negligence.
Our teams operate on the principle that honesty is the best policy. If an accident occurs, our staff is trained to report it immediately, documenting the incident with photos and video for our records. We will contact you promptly to discuss the best course of action.
REPORTING AND INCIDENT
If you discover damage after a cleaning, please follow these steps:
Timeframe: All damages must be reported within 3 days (72 hours) of the service. Reports made after this window may be denied compensation.
Documentation: Please send us photos and video of the damage.
Resolution: * Replacement: We may ask for the purchase location to attempt an exact replacement. If the item cannot be replaced, we will reimburse the verified value up to $100 per item.
Repair: If an item can be repaired, Blive Cleaning reserves the right to hire a qualified professional of our choosing. Please do not hire a professional without our prior approval, as unauthorized reimbursements will not be issued.
LIMITATIONS OF LIABILITY
While we treat your home with the utmost care, there are certain situations where we cannot accept liability:
Unstable or Delicate Items: We are not responsible for “accidents-in-waiting.” This includes top-heavy items with inadequate bases, improperly hung pictures, or wobbly objects that are inherently unstable.
Glass Stovetops: We use non-abrasive tools, but we cannot be held responsible for pre-existing or naturally occurring superficial scratches that develop over time from regular cookware use.
Aged Blinds: Older blinds can become brittle and break even with the gentlest touch. If our team identifies blinds in poor condition, they will not be cleaned, and you will be notified.
Improper Installation: Blive Cleaning is not responsible for damage to items that were not correctly installed or secured.
PREVENTIVE MEASURES
To ensure the safety of your most prized possessions, we ask for your cooperation with the following:
Valuables: Please move irreplaceable or highly expensive delicate items to a safe area prior to our visit.
Communication: Let us know about any items that require extra attention or have a high risk of falling.
Furniture Moving: For the safety of our staff and your floors, our teams are prohibited from moving furniture. We clean visible spaces by hand or with extensions.
Note: If you require furniture to be moved, we offer a separate liability waiver. Signing this agreement allows our team to move items but shifts the liability for any resulting damage away from Blive Cleaning.
Policy | Requirement |
Reporting Window | Within 72 hours (including weekends) |
Reimbursement Cap | Up to $100 per item (if replacement is not possible) |
Repairs | Must be performed by a Blive-approved professional |
Moving Furniture | Prohibited unless a liability waiver is signed |
PAYMENT TERMS AND POLICIES
To ensure a seamless experience for both our clients and our teams, we maintain the following payment standards:
PAYMENT SCHEDULE
Due Date: Full payment is required on the day the service is completed.
Outstanding Balances: Any remaining balance must be settled in full prior to your next scheduled cleaning. We cannot provide additional services if there is an unpaid balance on the account.
PAYMENT METHODS
Accepted Forms: We accept all major Debit and Credit cards.
Card on File: For your convenience and to cover any outstanding balances, a valid credit or debit card is required to be kept on file.
PRICING INTEGRITY
Fixed Rates: Once your estimate is approved and the Booking Fee has been paid, our prices are non-negotiable. This ensures transparency and allows us to reserve your slot and dispatch our professional teams.
TIPPING & GRATUITY
While tipping is never required, it is a wonderful way to show appreciation for your team’s hard work. If you choose to leave a gratuity, we offer several convenient options:
Digital Tipping: You can add a one-time or recurring tip to your credit card. For your convenience, a secure payment link will be sent via email or text message after every visit.
Cash Tips: If you prefer to tip in cash, please place the amount in a labeled envelope to ensure it is handled correctly by the team.
Add-On Services: Please note that tips cannot be accepted as payment for “Add-On” services. If you would like to add tasks to your cleaning (such as inside the oven or fridge), please contact the office directly for pricing and scheduling.
Please Let Us Know How We’re Doing
SATISFACTION GUARANTEE AND CORRECTION ACTION
At Blive Cleaning, we strive for excellence in every visit. If our service did not meet your expectations, please notify our office within 24 hours of your cleaning.
Reporting: To help us improve and prepare our team for a correction, we ask for pictures and a brief description of the areas requiring attention.
Our Process: We will do our best to identify and notify you of any stains or areas that cannot be fully cleaned due to age, permanent damage, or wear and tear.
Correction Policy: To maintain our high standards and fair pricing, we do not issue refunds. However, we are more than happy to return and correct any spots or areas you were not satisfied with (within the scope of your original booking). 100% SATISFACTION GUARANTEE IS OUR GOAL.
INCREASING
To maintain the high quality of our service and fair wages for our staff, Blive Cleaning reserves the right to adjust our fees periodically due to inflation and rising operational costs.
Advance Notice: You will always be notified in writing before any financial changes are applied to your service.
Necessity: Price adjustments are not made frequently and are only implemented when absolutely necessary to sustain our standard of excellence.
IMAGES & SOCIAL MEDIA CONTENT
To showcase the quality of our work, Blive Cleaning may occasionally take anonymous “before and after” photos or videos of our results.
Privacy First: We never include personal details, family photos, addresses, or identifying features of your home.
Opt-Out: If you prefer that we do not take photos of your space, please notify us via text at 774-498-0527 or email at contact@blivecleaning.com.
ADD ON SERVICES UPON REQUEST (contact us for pricing)
Dishes
Attic
Basement
Carpet Shampooing
Disinfecting mist service
Extra Rooms
Extra Beds Made
Extra Trash carry out
Folding Laundry
Inside Airfryer
Inside Closets
Inside Fridge
Inside Oven
Organizing
Inside/top Cabinets
Sweep Deck/ Porch
Sweep Garage
Windows Sills
Windows inside/out-depending on the height
WE ARE HONORED TO HAVE YOU AS OUR CUSTOMER
Thank you for choosing Blive Cleaning!
Updated on 04/21/2025
