Cancellation & Rescheduling Policy​

At Olivia’s Cleaning Services, we strive to be as flexible and accommodating as possible. However, to maintain fairness and availability for all clients, we kindly ask for adequate notice regarding any changes.

• 24 hours or less notice (cancellation): 75% of the estimated service cost will be charged

• 24 hours or less notice (rescheduling): 35% of the estimated service cost will be charged

• 24 hours or more notice (2+ days prior): No charge

Lock-Out Policy:
If our team is unable to access the property (no one home, no key/code provided), we will wait up to 20 minutes. Wait time will be added to your bill. After 20 minutes, the appointment will be considered a lock-out, and 100% of the service cost will be charged.

Appointment Confirmations:
We require confirmation at least 48 hours prior. If we do not receive confirmation, your appointment may be released with no charge.

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What Are Your Rates?

Our rates vary depending on:

• Size of the property (bedrooms, bathrooms, etc.)

• Type of cleaning

• Frequency (weekly, bi-weekly, monthly, or one-time)

We offer free estimates. You can:

• Fill out our contact form, or

• Call us at (973-855-2499) to schedule your estimate

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Do I Need to Be Home During the Cleaning?

No. Many of our clients are not home during service. You can provide entry instructions via phone, text, or email.

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What Types of Cleaning Do You Offer?

We offer:

• Weekly, Bi-Weekly, and Monthly Cleaning

• One-Time Cleaning

• Move-In / Move-Out Cleaning

• Office Cleaning

• Condo/Common Area Cleaning (hallways, foyers, etc.)

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Do I Need to Provide Supplies?

No. We bring our own professional-grade equipment and cleaning products. If you prefer specific products, we’re happy to use them.

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How Should I Prepare for Cleaning?

We recommend organizing personal items beforehand so we can focus on deep, effective cleaning. If you need help organizing, we can accommodate that as well.

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How Will Cleaners Access My Home?

Clients typically provide:

• A key

• Entry codes or lockbox access

• Concierge pickup (for buildings)

All keys are securely stored and managed.

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Should I Leave a Tip?

Tipping is not required but is greatly appreciated. A typical gratuity is around 10% per cleaner, depending on service quality. Tips should be given separately from the service payment.

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Payment Methods

We accept:

• Cash

• Zelle

• Venmo

• Cash App

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Pricing & Fees

All pricing includes applicable costs such as taxes, insurance, and operational expenses.

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Terms & Conditions

By booking a service with Olivia’s Cleaning Services, you agree to the following:

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1. Service Satisfaction:
   Any concerns must be reported within 48 hours of service. Requests for re-cleaning or discounts will be evaluated based on management discretion and supporting evidence.

2. Policy Agreement:
   The cancellation policy applies to all clients.

3. On-Site Conduct:
   Clients may provide instructions, but cleaners should not be interrupted or followed during service.

4. Additional Tasks:
   Any non-standard services must be requested at least 2 business days in advance. Additional tasks may only be completed if time allows.

5. Heavy Objects:
   Cleaners will not move items over 25 pounds. Areas behind heavy objects will not be cleaned unless moved beforehand.

6. Communication:
   All communication and payments must go through Olivia’s Cleaning Services. Direct contact between clients and cleaners is not permitted.

7. Liability:
   Clients are responsible for any damages or injuries caused by unsafe conditions on the premises. Olivia’s Cleaning Services is not liable for indirect or consequential damages related to services provided.