Company Policies

Clear Guidelines for Consistent, Reliable Care

Our policies are established to protect both our clients and our cleaning teams while maintaining exceptional service quality on every visit.

Professionally Polished

Email: professionallypolishedcp@gmail.com | Phone: 219-587-5755


Client Service & Cleaning Policy

We value your trust and partnership. To ensure a smooth and professional cleaning experience, please review the following policies and guidelines.


Insurance, Safety & Conduct

  • We are insured and bonded, and all cleaners undergo background checks.
  • Our team will not handle valuables, and we ask that all personal belongings are tidied prior to service. If an area is not accessible or safe to clean, it may be skipped and will still be invoiced per the estimate.
  • Dishwashing and laundry are available only as approved add-on services. If bed linens are to be changed, please place clean sheets on top of each bed before the visit. Our cleaners use fresh towels and supplies at every home for hygiene and consistency.


Pets

  • To ensure the safety of both your pets and our team, all dogs must be kenneled or secured during the cleaning.
  • After the first visit, cleaners may determine if securing the dog is required for future services.


Pricing Policy

Our Deep Cleaning and Standard Cleaning services are billed at a flat rate. Once a rate is agreed upon, it remains the same unless:

  • The service is modified,
  • The allotted time is exceeded (discussed before additional time is charged),
  • The service frequency changes, or
  • Add-on services are requested and approved.
  • If a cleaning consistently requires more time than expected, the rate may be reassessed.


Deposit & Payment Policy

  • A $50 deposit is required for all Standard Cleaning Services.
  • A $150 deposit is required for all Deep Cleaning Services.
  • Deposits are due at the time of booking to secure your appointment.
  • A valid credit or debit card is required when paying your deposit.
  • The card used for the deposit will be securely saved on file.
  • After your service is completed, the remaining balance will be automatically charged to the card on file and all future appointments will be automatically charged to the card on file.
  • Clients can view invoices anytime through their customer portal. You may update or change your payment card on file through the customer portal as needed.


Skipped or Delayed Cleanings

For clients on a recurring service schedule, Professionally Polished reserves time on our schedule based on your selected service frequency. If a scheduled service is skipped at the client’s request and not rescheduled within the same service cycle, a $50 skipped service fee will be added to the next scheduled service.


This policy applies to skipped services within the regular frequency rotation (weekly, bi-weekly, or monthly) and is separate from our cancellation policy. If a client requests to reschedule a service within their current service cycle and no availability exists, the skipped service fee will be waived. All other skipped services or client-requested omissions that are not rescheduled within the service cycle remain subject to the applicable skipped service or cancellation fees.


Cancellations & Rescheduling

  • If you need to cancel or reschedule, please contact us at least 24 hours in advance.
  • Cancellation requests made within 24 hours of the scheduled service date and time will be subject to a cancellation fee of up to $50. Cancellations made more than 24 hours in advance will not incur a fee.
  • If our cleaning team arrives at the scheduled service time and is unable to enter the home for any reason outside of our control (including but not limited to locked doors, incorrect entry codes, pets not secured, utilities shut off, or no access provided), a fee equal to 50% of the scheduled service total will be charged.
  • This fee covers reserved time, team scheduling, travel, and lost appointment availability. It is the client’s responsibility to ensure the home is accessible at the time of service.


Access to Property

If entry requires a key, we do not store or carry keys for security reasons. We recommend using a lock box or providing a safe, designated method of access. Options include:

  • Placing a key in a designated area,
  • Leaving the door unlocked (our cleaners will lock it upon departure), or
  • Purchasing a lock box for consistent access.


If you request wall wipe-downs, please note that we are not responsible for paint peeling or surface damage that may occur.


24-Hour Satisfaction Guarantee

We stand behind the quality of our work and want every client to feel confident in choosing Professionally Polished. If you are not satisfied with any area of your cleaning service, please notify us within 24 hours of your scheduled service. We will gladly return to address any areas that fall within the scope of the original service booked.


To ensure we resolve concerns quickly and accurately:

  • Requests must be submitted within 24 hours of service completion.
  • The areas of concern must be included in the original service checklist.
  • We may request photos or brief details to better understand the issue.
  • A return visit will be scheduled at the earliest available time.


Please note: This guarantee applies only to services outlined in your original booking and does not include new or additional cleaning requests.


Leadership Team:

Rachel Slack – Owner

Danielle Rupert – Operations Manager
Kara Toth – Sales Manager

Have Questions About Our Guidelines?

If you have specific questions regarding an upcoming appointment, custom service requests, or terms in your service agreement, please reach out directly to our management team.

Call (219) 587-5755