House rules for every visit — what to expect from us, what we ask of you, and how we handle the situations that come up.
Bed making is included in Standard Cleaning. If clean replacement linens are provided, we will change bed linens on up to two beds at no additional charge. Additional bed linen changes may be available as an add-on.
One dishwasher load is included in Standard Cleaning. Additional dishwasher loads or hand-washing dishes are available as add-on services.
Laundry room cleaning covers accessible surfaces, lint removal, the floor, and wiping the exterior of the washer and dryer — it is included in Move-In / Move-Out cleaning and available as an add-on. Doing laundry itself (washing and drying clothes) is a separate add-on service. These are two different services; please choose the one you mean when booking.
Interior appliance cleaning is available only as an add-on service. Appliances must be completely emptied and accessible before service begins. We do not disconnect, reconnect, or move appliances. For a room-by-room view of what's included, see the full Checklist.
We clean around furniture and in areas that are safely accessible without moving heavy items. We do not move heavy furniture, appliances, or oversized household items.
We clean surfaces that can be safely reached using a standard two-step ladder. Areas beyond safe working height are excluded from service.
Standard Cleaning does not include organizing, sorting, decluttering, or handling paperwork, toys, clothing, cosmetics, personal belongings, or storage systems. Organizing and decluttering are available as add-on services.
Estimated cleaning times are provided for planning purposes only and may vary depending on the condition of the property and the scope of work.
The number of team members assigned to an appointment may vary based on scheduling and service needs. Pricing is based on the scope of work performed, not on the number of team members assigned.
Pets may remain in the home if they can safely stay away from active work areas. Aggressive, anxious, escape-prone, or disruptive animals must be secured in a room that will not be cleaned. We do not clean litter boxes, pet waste, vomit, or other biohazard materials.
Homes with excessive pet hair may require additional cleaning time. Any additional charge will be discussed and approved in advance.
Homes with excessive clutter, heavy buildup, or conditions significantly different from those described at booking may require additional cleaning time and additional charges. Any additional charge will always be discussed and approved before work continues.
Please tell us at booking if you have any scheduling restriction or a required completion time. If the available time isn't enough to complete everything, we'll prioritize the areas you designate.
Additional tasks requested after service has begun may require additional time and charges, and will be performed only after they're approved.
Move-In and Move-Out cleaning is designed for vacant or substantially empty properties. Properties containing excessive belongings, furniture, construction materials, or debris may require additional time and charges.
Running water and electricity must be available during the appointment. If utilities are unavailable, we may need to reschedule.
You're responsible for providing access to the property at the scheduled appointment time.
Please provide accurate access instructions, keys, gate codes, or entry codes before the appointment. A return visit caused by incorrect access information may incur a charge.
For quality control, insurance protection, and dispute resolution, our team may take photos and videos of work areas before and after service. We do not intentionally photograph personal documents, financial information, computer screens, or other confidential materials. If you do not consent to photo or video documentation, please notify us before service begins.
For details on how photos may be stored or used, see our Privacy Policy.
We respect your right to use security and surveillance systems in your home. Please let us know in advance about any interior cameras that record audio.
We are not responsible for damage resulting from pre-existing defects, improper installation, normal wear and tear, loose fixtures, deteriorated surfaces, hidden damage, or unstable furniture.
Please tell us in advance about any surfaces, materials, or items requiring special care — including natural stone, marble, granite, quartz, antique furniture, specialty wood finishes, delicate coatings, newly painted surfaces, paper wallpaper, fabric wall coverings, decorative plaster, moisture-sensitive materials, and designer or custom finishes.
Limited spot cleaning of accessible, washable painted walls may be included in Deep and Move-In / Move-Out Cleaning when the surface can be safely treated. We may decline treatment if the paint, finish, age, condition, or prior damage creates a risk of discoloration, sheen change, paint removal, or other damage. Full wall washing and removal of permanent or deeply set stains are not included.
Please notify us of any unsecured or unstable items — glass tabletops, mirrors, shelving, light fixtures, decorative items, or furniture components that need special handling.
Many modern materials imitate metal, wood, stone, or glass. If you know of any specialty material or finish that needs unique care, please tell us before service begins. Without that information, we'll use methods reasonably appropriate for the apparent material and use of the surface.
If a manufacturer, installer, or designer has provided special care instructions for any surface, furniture, fixture, appliance, or material, please provide those instructions before service begins.
Certain stains, dyes, nicotine residue, oils, ink, cosmetics, rust, paint, adhesive residue, and surface damage may be permanent and may not be removable through standard cleaning. We don't guarantee complete stain removal.
Any claim about damage believed to be related to our service must be reported within 24 hours of completion so we can look into it while it's fresh.
We recommend securing or removing cash, jewelry, important documents, antiques, collectibles, and other items of significant monetary or sentimental value before service begins.
Please provide a safe working environment, including extinguishing candles, open flames, space heaters, and other potential fire or heat hazards before service begins.
You're responsible for supervising and ensuring the safety of minor children during the appointment.
Please tell us at booking about any allergies, sensitivities to cleaning products, fragrance-free requirements, eco-friendly requests, or other preferences. Specialty products or accommodations may carry an additional charge.
Upholstery Steam Cleaning may be provided for suitable upholstered furniture. Not all fabrics, finishes, or furniture constructions can be safely treated with steam. We may inspect or test an inconspicuous area and may limit or decline treatment when the material, manufacturer instructions, existing damage, prior treatments, or condition creates a risk of damage.
This service does not include shampooing, hot-water extraction, soaking, full fabric rinsing, restoration, repairs, pet-urine remediation, mold or biohazard treatment, or guaranteed removal of permanent stains or odors.
If an area included in your booked cleaning does not meet the agreed standard, notify us within 24 hours of completion. After reviewing the concern, we will return to re-clean the affected area at no additional charge when the issue falls within the scope originally booked. The guarantee provides corrective re-cleaning rather than an automatic refund and does not cover permanent stains, pre-existing conditions, excluded work, inaccessible areas, or areas outside the booked scope. See our Terms of Service for the complete conditions.
Payment is due upon completion of service unless otherwise agreed in writing. Current payment options are shown on our payment page or will be provided in the booking confirmation.
Plans change — if you need to move or cancel a visit, please let us know as early as you can, and at least 24 hours before the scheduled start time.
We may reschedule appointments due to severe weather, natural disasters, emergencies, or circumstances beyond our reasonable control.
We don't provide the following services as part of a standard cleaning:
Some of these can be arranged separately; others require a licensed specialist. If you're not sure whether something is covered, just ask before booking. The Checklist has the full room-by-room scope.
By requesting, scheduling, booking, or receiving services from Elysium Home Solutions LLC, you acknowledge that you've read, understood, and agree to these Service Policies, together with our Terms of Service and Privacy Policy. You're responsible for providing accurate, complete information about the property, the services requested, access instructions, pets, scheduling restrictions, and anything else that may affect the appointment.
Questions about these policies or your booking? Reach out any time: