How we expect ourselves to behave
You are letting us into your home. That earns you more than a clean kitchen: it earns you a clear statement of the standard everyone acting for Elysium is held to. This is that statement.
01Who this applies to
This standard applies to everyone acting for Elysium Home Solutions LLC - employees, contractors, service professionals, managers, and anyone else representing us. It applies in a customer's home, in our office, in our systems, and online. Nobody is senior enough to be exempt from it.
02Integrity and honest practices
We say what is true. We quote honestly, we bill for what we actually did, and we do not overstate what a cleaning will achieve. If we make a mistake, we say so and put it right - a covered-up mistake costs a customer more than the mistake did.
We do not misrepresent our services, our credentials, or our availability, and we do not compete by disparaging anybody else.
03Fair treatment and respect
We treat customers, colleagues, and everyone we meet on a job with respect. Discrimination and harassment have no place here, in any direction: not toward a customer, not toward a colleague, and not toward the person doing the cleaning.
Everyone working for us is entitled to a safe and respectful workplace - and a customer's home is a workplace. We will end a visit rather than leave someone in an abusive situation.
04Customer privacy and confidentiality
What we see in your home stays in your home. We do not discuss a customer's household, belongings, circumstances, or address outside the work that requires it, and we do not post about it.
Customer information is used only for the authorised Elysium business purpose it was made available for. Access is granted by role, for a reason, and looking at customer data out of curiosity, for personal reasons, or for anything unconnected to serving that customer is a breach of this standard - whether or not any harm follows. Meaningful access to protected customer information is recorded, and we review it.
Customer information is never used to solicit business off-platform, to approach a customer for private work, to build a personal contact list, or to pass to anyone outside Elysium. Sensitive access details - door codes, gate codes, alarm information - are looked at only when a job needs them, and never written down, photographed, shared, or kept anywhere outside our systems.
05Safety and respect for property
We look after your home and the people in it. We follow safe working practices, use products as intended, and stop rather than improvise when something is unsafe. We do not enter areas we were asked to leave alone, we do not use a customer's property for our own purposes, and we do not consume anything in a customer's home unless it was clearly offered.
Damage is reported immediately and honestly - to the customer and to us - never quietly rearranged or left to be discovered.
06Conflicts of interest
Decisions made for Elysium are made on the merits, not on a personal interest. Anyone with an outside interest that could reasonably look like it influences their judgement - a competing business, a family connection with a supplier, a private arrangement with a customer - is expected to disclose it rather than manage it privately. Disclosure is not an accusation; concealment is the problem.
07Gifts, kickbacks, and improper payments
We do not offer or accept anything intended to influence a business decision. Modest, ordinary courtesies - a coffee, a small seasonal gift, a tip a customer chooses to give - are fine and are not what this is about. Kickbacks, referral payments that are hidden from the customer, and any payment made to obtain an improper advantage are prohibited, without exception.
08Customer relationships
Our relationship with a customer belongs to Elysium and to the customer, and it is conducted through Elysium. Arranging work with an Elysium customer privately - taking the job off the platform, on the side, or after being introduced through us - is a breach of this standard. It removes the customer's insurance, their guarantee, and their route to raise a complaint, which is precisely why it is not a small thing.
We do not pressure customers into extra services, tips, or reviews, and any review we ask for is one the customer is free to write honestly.
09Responsible technology and data use
Our systems hold real people's homes, schedules, and payment records, and we treat that as a responsibility rather than an asset. We collect what the service needs, keep access narrow, and design so that a mistake is contained.
Credentials are personal and are never shared. Customer data is not copied to personal devices, personal accounts, or unapproved tools. Where we use automated tools, including AI assistance, a person remains accountable for the result, and customer data is not fed into a tool that has not been approved for it.
10Raising a concern
If something looks wrong, say so. That applies to a customer who is uneasy about how a visit went, to a colleague who saw something they should not have, and to anyone who thinks a rule here was broken - including by a manager.
Write to [email protected] or call (650) 408-4648. Tell us what happened; you do not need to prove it first, and you do not need to be certain. We would far rather look into ten concerns that turn out to be nothing than miss the one that was not.
11No retaliation
Nobody is punished for raising a concern in good faith, or for taking part in looking into one. Retaliation - formal or informal, in scheduling, in pay, in assignments, or in how somebody is treated - is itself a breach of this standard and is dealt with as one.
12What happens when this is breached
We look into it, we tell the people affected what we found where we properly can, and we act on it. Depending on what happened that can mean retraining, removal from an account, ending a working relationship, or reporting the matter to the authorities.
This page is a statement of the standard we hold ourselves to. It is not a contract with a customer, and it does not add to or change our Terms of Service, our Service Policies, or our Privacy Policy.