Terms of Service

Cancellations:

We ask for at least 48 hours' notice for cancellation; this will allow us to reassign the cleaning team to another appointment. Please send a message to (703) 407-7799 to communicate with the team about your cancellation, providing your name, address of the cleaning service, and original day for the appointment. Unfortunately, you will not be able to cancel the appointment yourself, and a Stellar Cleaners staff member will have to do so manually on your behalf.

Note: If your cleaning service appointment is schedule for MONDAY, we request notice of cancellation by 2 pm the Friday prior to your appointment.

Rescheduling:

We ask for at least 48 hours' notice for rescheduling; this will allow us to reassign the cleaning team to another appointment. Please notify our team at (703) 407-7799 and you must visit our booking appointment to set up a new booking.

Skipping a Recurring Cleaning:

For existing recurring clients (weekly, biweekly...), if you need to skip a cleaning, let us know as soon as possible. Skipping your house cleaning appointment does not change your recurring schedule.

Access:

If you won't be home, please provide access in one of the following ways:

Leave the key inside a lockbox outside.
Leave a spare key in a hidden spot.
Through a third party.
Share the access code with us, which will be kept confidential.

Arrival Windows:

To ensure quality service for all our valued customers, Stellar Cleaners provides arrivals windows rather than exact times for customers who schedule after 11 am. This flexibility allows us to account for daily variables without compromising the service we promise you. Our arrival windows are 2-hour blocks. For example, if you choose an 11 am to 1 pm window, cleaners may arrive anytime between those hours.

Satisfaction Guarantee:

At Stellar Cleaners, we understand that sometimes an area may not meet your expectations. If you're not satisfied with any part of your cleaning, simply contact us at (703) 407-7799, within 24 hours of your service cleaning, and we'll gladly re-clean the areas. We'll do our best to schedule the re-cleaning at a time that's convenient for you. Please note that we do not offer refunds for completed services.

Breakage/Damages:

Stellar Cleaners is insured and takes responsibility for any breakage or damage that is caused by our cleaners. Our cleaners are trained to report this immediately. Please note that normal wear and tear on your home is not considered breakage, nor is it our responsibility (examples: loose doorknobs, crumbling grout or caulking, broken blinds, tears in leather sofas, scratches on furniture, chipped wall paint). Stellar Cleaners also asks that items on the wall or other surfaces are scwred properly and can handle the light pressure applied while dusting (example: poorly hung mirrors or pictures).

Per Policy:

For the safety of your pets and our cleaners, we ask that you keep your pets in a secure area while we are cleaning.

Inlement Weather Policy (Snow Days):

In the event of inclement weather, we will contact you if we need to reschedule the appointment.

Safety:

To decrease the risk of injury to cleaners, we are unable to move heavy objects, washers, dryers, refrigerators, stoves, or flip heavy thick mattresses, etc.

Also, for safety reasons, we are unable to clean up blood, excrement, or vomit.

Holidays:

Stellar Cleaners observes the following holidays:

Independence Day
Labor Day
Thanksgiving Day
Christmas Day
New Year's Day

In many cases, we have cleaners interested in working. We will contact you in advance if we need to reschedule your appointment.

Discounts for Recurring Cleanings:

Choosing a weekly, biweekly, or monthly plan unlocks a discounted rate that applies from your second cleaning onwards. Your first visit is charged at the regular rate because it usually takes the longest. Your estimate shows the first-cleaning price and the ongoing recurring price side by side before your pay.

Parking:

We carry heavy supplies and equipment for every service.

For this reason, we kindly request that you provide parking instructions and any necessary passes prior to our arrival.

You can leave us instructions on the booking page.

Decluttering:

To ensure the best cleaning results, Stellar Cleaners requests that you declutter your home before cleaners arrive. Please clear away items such as papers, clothing, toys, and other miscellaneous belongings.