Terms and Conditions

Payment is due in full on the day of service. We require a valid Credit Card or Debit Card to be kept on file (encrypted by www.authorize.net) that will be billed 1–2 business days after each service. It can be kept up to date in your customer portal or by calling the office. Please do not send bank card information by email or text. In the event of noncompliance or nonpayment, the customer shall be responsible for any and all legal expenses incurred to pursue payment, including but not limited to attorney fees, court costs, and any other associated expenses.

We require a non-refundable deposit of 50% of the initial fee for all first-time cleanings. This will be charged when your first visit is booked and will be applied to your cleaning. In the event that you cancel the service after it is scheduled, we will retain the full deposit.

Kindly give 1 full business day notice for cancellations or re-scheduling requests. Last-minute cancellations and re-scheduled cleanings limit our ability to provide a full work schedule for our field technicians and result in lost wages to our technicians. Canceling without providing 1 full business day's notice will incur a cancellation fee that equals 50% of your cleaning rate to cover lost wages to our team.

Excessive reschedule requests may limit our ability to provide service. When rescheduling regular service, we will do our best to accommodate your needs; however, availability is not guaranteed. Please note that skipping a visit or temporarily suspending service may incur an additional charge on our return visit. The longer we go between cleanings, the more work our technicians will have to do to restore your home to the appropriate condition.

You may cancel your cleaning service at any time. We ask for two weeks' notice so we can fill our technician's schedule.

Pricing is subject to change at any time. However, it is our policy to review prices twice per year and make adjustments accordingly. We always give at least a two-week notice for price increases. Immediate price increases will result from addition of rooms or occupants (including pets), a change in building materials (from a renovation, for example) or a change in room/area use.

Lockouts deprive our cleaning technicians of their income. If you do not contact us to cancel a cleaning and the technician arrives at your home at the scheduled time and cannot gain entry or is denied access, we will charge you a lockout fee of 50% of your normal cleaning rate to compensate the cleaning technician for their lost time. A key lockbox or electronic door pad is strongly preferred and will ensure the most consistent service.

We will lock the entry door upon our exit if you are not home unless otherwise instructed. For safety and security of your home and our staff, kindly give us notice if you expect a visitor or service person while we are scheduled to be in the home. It is our policy not to grant home access without the express permission of the homeowner. If your home has a security alarm, please ensure that it is turned off on the day of your scheduled clean. You may also provide us with the code and steps necessary to turn off your alarm. We will reset the alarm when we leave; however, we will not be held responsible for alarms set off by mistake.

We service homes between the hours of 8 AM and 5 PM, Monday through Friday. No arrival time is ever guaranteed due to the nature of our business and changing schedules. We will do our best to accommodate requests, but they are treated as requests only and we have no way to guarantee your exact service time.

We realize life is busy and is never perfect. We ask that you prepare your living space the night before your cleaning day by doing a general picking-up of all personal items; however, we also offer our Sanity Saver as an add-on if you ever need help with pickup of clothing/toys, dishes, excess counter clutter, and folding laundry.

We provide all eco-friendly supplies and equipment required to clean your home.

Our professional cleaning technicians do their best to protect your home and possessions, but we know that sometimes things get broken despite precautions. Accordingly, we have worked hard to develop a clear and fair policy to cover accidental breakage. We will provide a credit for future services for incidental damages up to $500. Above that, you will need to file a claim with your homeowners' insurance for damages caused by the routine nature of the cleaning. Damages due to negligence or malpractice on our part will be handled by our insurance provider.

Our cleaning technicians are the heart of our business and their safety is extremely important to us. We require our employees to wear shoes at all times while cleaning your home. We do not clean anything higher than what is reachable with a three-step ladder and do not move anything weighing more than 15 lbs. Due to additional training and safety requirements, cleaning bodily fluids, pet waste and other bio-hazardous material is beyond the scope of our services.

We use non-toxic, eco-friendly cleaning products. If you would like us to use your products instead, please understand we will not be held liable for any damage caused by your products. To prevent damage and for the safety of our cleaning pros, bleach and products containing bleach will not be used even if requested. For the health of our staff and clients, we are a non-smoking company. We ask that our clients refrain from smoking in the home while we are performing services. We reserve the right to refuse service if strong tobacco odors are present.

Please store any and all weapons in an area of the home our team is NOT responsible for cleaning. At Fig Cleaning Co, safety is our #1 concern — we will not clean an area where a gun/weapon has been found, and you will be notified.

We take the safety of our team very seriously. In the event that we have extreme weather, you will receive a notification text/email and we will reach out to get everyone rescheduled as quickly as possible. Sometimes this is the same day, and sometimes in the event of a lengthy winter weather event, this may be up to several days long. We will get your cleaning taken care of as quickly as possible.

We are open for regular business during all national holidays except New Year's Day, Fourth of July, Thanksgiving Day, and Christmas Day. If your regularly scheduled cleaning falls on one of these days, we will contact you to reschedule.

Tipping is never required, but it is a lovely way to tell your cleaner that you think they did a great job. If you would like to tip you can add it to your credit card either as a one-time or a recurring charge. If you prefer to give cash, we ask that you clearly label it to make sure that our cleaning technicians know it is for them!

At Fig Cleaning Co, we are proud of our wonderful employees and we put a lot of time, money, and effort into recruiting, hiring, and training only the best people. All of our team members are thoroughly vetted and pass background checks. We DO NOT allow clients to engage in a direct working relationship with any employee of Fig Cleaning Co. The solicitation of Fig Cleaning Co employee(s) for a client's private hire will result in termination of service(s) and the client will be required to pay a hiring fee of $2,500 for hiring an employee.

We utilize technology to its fullest to provide an even smoother customer experience! Upon signing up for our cleaning services, you will receive an emailed invite to your customer portal. This is a great way to update notifications and reminders, see upcoming scheduled visits, past invoices and more. In addition, we offer courtesy appointment reminders. By default, you will receive an automated reminder text reminder one day before your cleaning. You do have the option to opt-out of these within your customer portal. You will also receive a follow-up survey after each service — a great way for you to give us immediate feedback.

Fig Cleaning Co needs your feedback! You will receive a quick, one-question survey after each cleaning asking you to rate our service. These surveys are sent directly to our team and are very valuable to us by giving us a way to address any training opportunities as well as recognize our rockstar employees based on client feedback. Please expect random quality checks to happen at your home by a quality control manager to make sure you are receiving consistent fantastic service! All quality checks take place during the final phase of cleaning.

We reserve the right to refuse service for any reason. Some reasons include: property or condition of the home is not as described by client, cleaning job requested not as described by client, the cleaning needed is outside of our scope of work that our team is trained for, the cleaners feeling uncomfortable with the job site, client or pets. Please keep aggressive or overly friendly pets in a safe area. In the event that we refused services for any reason, our team would leave the property and someone from our office would call and notify you of the change as soon as possible.

Our cleaning professionals take photos at each Initial Cleaning and occasionally during maintenance visits to document our cleaning progress for quality purposes, and these are also used on social media to help share our skills with the world. Please let us know if you do not wish to have pictures of your home posted on social media.

We want you to be delighted with our services! If you are unhappy with any of our cleaning services, please contact us within 24 hours of your cleaning so we can make it right. We do not give refunds for our services — we guarantee we will return to make it right. We will first assess the situation to make sure that we understand the concern, then will re-clean the problem area at no cost to you. The re-clean must be completed within two business days following your service date.

Our office hours are Monday through Friday, 8 AM – 5 PM. We welcome your calls, emails and text messages during business hours.