Your booking is confirmed when you input your card information which will hold your booking.

24 hours before your booking start date and time, a "charge hold" will appear on your account to ensure sufficient funds. Your booking will be charged in full 1 hour after your service has been completed.

Upon cleaner(s) arriving, if condition of the property is different than as described and will require extra time that is not accounted for in the original quote, cleaner(s) will call the office to confirm additional charges and time needed and confirm with the client before starting the cleaning service.

If the client changes the scope on arrival (extra rooms, heavy buildup, long time since last clean, etc.):

• Additional fees apply

• Cleaner may adjust the appointment length or reschedule

We reserve the right to refuse or terminate service at any time if conditions on-site present safety hazards, include weapons, contain excessive debris or clutter, have disconnected utilities, or otherwise prevent the completion of cleaning services.

Property must meet meet basic health and safety standards upon arrival.

Basic health and safety standards include, but are not limited to:

• No presence of human or animal waste outside appropriate receptacles

• No biohazard materials, mold infestations, or pest infestations (e.g., rodents, roaches, bed bugs)

• Functional electricity and running water

• Clear and safe walkways without excessive clutter or obstacles

• Reasonable ventilation and access to the areas to be cleaned

If a property does not meet these standards upon arrival, service will not be performed and a cancellation fee will be charged.

Your cleaning rate is based on our team dedicating their full time to cleaning tasks. To ensure efficiency and quality, we kindly ask that you take a few minutes prior to the appointment to tidy up personal items and clear access to key areas such as floors, countertops, and tabletops.

If you would like our cleaners to include tidying or organization as part of your service, please contact our office in advance so that your appointment time and fee can be adjusted accordingly.

For safety and liability reasons, our team members are not permitted to climb higher than a 3 foot step stool.

Additionally, cleaners cannot move or lift items exceeding 25 pounds. If you would like areas behind heavy furniture or appliances cleaned, please ensure these items are moved prior to the appointment.

Although rare, accidental breakage or damage can occur during cleaning. Our cleaners take great care in your home, and we maintain insurance to cover any damage or breakage directly caused by our team.

However, we are not responsible for damage resulting from normal wear and tear, improper installation, or the cleaning of items such as artwork, collectibles, or family heirlooms that were not disclosed during booking. These items are often irreplaceable, and we ask that you identify and discuss them with us prior to service, including any special handling instructions.

Any notice of breakage or loss must be reported within 24 hours of the cleaning appointment. While we make every effort to provide an identical replacement or repair, exact replacement cannot be guaranteed.

It's important to us that our clients are happy with their cleaning.

Ruby’s Cleaning LLC does not provide cash refunds.

If any area was missed or not cleaned to expectation, notify us within 24 hours, and we will return to re-clean the specific area at no cost.

Re-cleans must:

• Must be reported within 24 hours

• Applies only to tasks included in the original service

• Home must be in the same condition as the initial visit

If Ruby’s Cleaning must cancel due to illness, emergencies, or unsafe weather:

• No fees will be charged

• Appointment will be rescheduled at the earliest availability.

Reschedule Policy

Rescheduling 24+ Hours in Advance

• No charge for appointments rescheduled 24+ hours in advance.

Rescheduling Within 24 Hours

• Reschedules requested less than 24 hours before the appointment incur a $25 reschedule fee.

Repeated Rescheduling

If a client reschedules more than twice in a row, Ruby’s Cleaning LLC may:

• Require full prepayment for future services

• Move the client to a flex/standby schedule

Cancellation Policy

Standard Cancellations

• Cancellations made 24 hours or more before the scheduled appointment time incur no fee.

• Cancellations made less than 24 hours before the scheduled appointment will incur a $50 late-cancellation fee.

Same-Day Cancellations / Lockouts

A same-day cancellation, “lockout,” or inability to access the property results in 50% of the service price being charged.
This includes if:

• The cleaner cannot enter the home

• The customer cancels at the door

• Pets, alarms, or gate codes prevent access

Ruby's Cleaning San Diego reserves the right to change these terms & conditions at any time without prior notice to you.