Setting up a new appointment? After reading over our policies please fill out our  Client Information link below so we can gather more information. After you have filled this out we will reach out to you to get you all scheduled.  
“Thanks so much for choosing TLC Cleaning.”
– Trisha Lake 
thank you


When setting up regular basis services your first cleaning will be a higher rate because it takes us longer the first cleaning. It is a great idea to start with a deep cleaning and then have us maintain the home with weekly, biweekly or monthly. The more often you have service the lower the rate is per service since the home is maintained more often.  If you are a regular basis client 
Please be aware that if you choose to skip a cleaning, kindly let us know 48 hours in advance so we may accommodate other customers. Because there will be more time in between cleanings, it typically takes the cleaner a bit longer in the home to get things back in order so there will be an additional charge of $40 for your next scheduled cleaning. 
When you skip or re-schedule a cleaning, your future cleaning dates remain the same as they are already set up in our system. For example: You’re a bi-weekly client and your next 2 cleaning dates are Wednesday, March 20th and April 3rd…you re-schedule your March 20th cleaning to Friday, March 22nd…your next cleaning will still be on Wednesday, April 3rd. 

We understand schedules change. We ask that you contact us no later than forty-eight (48) hours before your scheduled cleaning to cancel or reschedule. Cancellations after 48 hours are subject to full rate. The same full rate fee will be charged if we cannot gain access to your home. If you request to reschedule, we may not be able to accommodate your request with the same cleaning team you are accustomed to. If wanting to reschedule, you will be responsible for 2 charges. One for the late cancellation or lock out and the other for your new cleaning date. We always try our best to accommodate however our company needs to have 48 hours to be able to prepare our employees and other clients. 

Every time you refer a new client to us, and they set up regular basis service, you will receive a thank you letter containing a $50 credit to use towards your next cleaning service, TLC Cleaning, LLC. You will receive this by mail, once your referrals’ 2nd cleaning has been completed.
Satisfaction is our #1 priority! That is why we send out an email survey after every cleaning for you to rate your cleaner(s). If you are unhappy with any of the work performed within the scope of our agreement, we will happily re-clean those areas free of charge if you contact us within 48 hours after your cleaning. 
We will provide all cleaning supplies, vacuums, and equipment for your ease and convenience. If you request that our technicians use your supplies or equipment, including vacuum cleaners, you agree not to hold TLC Cleaning, LLC or any of its personnel responsible for damage to any article or component.
We guarantee our employees will not smoke, drink, eat, watch TV or have personal phone/text conversations in your home. The technician may need to call/text our managers to discuss your home needs.
Our customers may give us a key to their home or a code to their garage, other methods of entry can be agreed upon. Our policy is to lock the door while we are cleaning and to not allow access to unknown persons. We will follow any home entry instruction you wish to provide.
We require a credit card to be placed on file to use as your primary payment. Payments are run the day of service. We accept- Visa, MasterCard and Discover. If you become past due, we will need your account to be current before we are able to return. MOVEOUT cleanings are charged at the time of booking.
 If your home is in the state of Minnesota, you are subject to pay 7.375% tax on services. Tax is always added on top of any of our prices. If your home is in the state of North Dakota, you are not subject to tax. 
For hourly jobs, we charge from the time we arrive on the job, which includes unloading of our supplies and equipment from our vehicle, to the time we have finished cleaning including the loading of supplies back into our vehicle. The cleaning technician will inform us if there is any unnecessary delay in the unloading/loading process and you will not be charged for our delay. 
Please call us in advance for special requests (i.e. after construction, refrigerator cleaning, inside of oven, inside windows, the basement, garage, extra rooms) so we can schedule the time needed to complete these items and communicate about additional charges. For our regular basis clients, we try to send out monthly specials for additional items to be added on to your normal cleaning. Watch for those in your email. 
We make every effort not to break or damage items but sometimes accidents may occur. For this reason, we request all irreplaceable items be stored and/or not cleaned by our staff. Our personnel are instructed to call our office if anything is damaged and to leave a note advising you of the incident. We reserve the option of repair or replacement before a monetary settlement. 
Please have items picked up so our cleaning techs can clean more thoroughly and not spend additional time picking up items. Please have the home at a comfortable working temperature during hot and cold seasons. In the winter months we appreciate cleared sidewalks and driveways, so the staff can gain access to your home. If for some reason you do not want a particular room cleaned, please just leave a note for the staff and we will honor that request.
By having your home picked up it prevents the need for additional charges due to having to organize the home before we can clean. If you know your home is in need of some organization, please let our office know so we can add additional time to the job. 
 Please have dishes cleared from sink and counters. If you have chose a Deep Clean #3 where we clean the inside of the appliances, please have dishes put away from the dishwasher as well for us to fully deep clean the inside of the dishwasher.
Pets are not a problem at all! In fact, we love them! We would love to know their names for our reference. Also, if any pet is aggressive, we ask that you secure them while we are cleaning your home. If they are friendly, we will be happy to clean around them. Our teams are instructed not to enter a house if they believe an animal is a threat. Please remember that pets may behave differently if a family member is not present. 
Pet messes- our cleaning technicians will not pick up any pet messes unless it is pre-discussed with the homeowner and agreed upon. 
Seasonal problems do occur including insect and rodent infestation and may prevent us from cleaning your home. If any infestation is encountered, we will not clean the area. We will leave you a note or call you regarding the problem. 
Please call us to cancel your service if you know of any issues. 
If you have other items you prefer not to be cleaned or handled, please call the office and we will arrange to avoid those items. Our employees cannot climb higher than a 2 step step-stool, move furniture that contains electronics or lift any objects over 20 pounds. Our employees are also not able to do anything additional in the home that was not agreed upon. You’re welcome to call the office in advance to have additional items added to your cleanings.
Any smoking is not allowed in the home while our techs are cleaning. Our techs have the right to a smoke free working environment according to the state of North Dakota and are required to notify us if there is smoking while they are in the home.  
If our employees become uncomfortable for any reason in your home, we reserve the right to remove them immediately. 

All of our employees have signed a Non-Compete / non solicitation agreement with TLC Cleaning LLC. They are prohibited from soliciting any business (related or unrelated to the services we provide) from any customer on his/her own behalf or on behalf of any third party during their employment with TLC Cleaning, LLC or for 2 years following termination of employment. You agree not to hire past or present employees of TLC Cleaning, LLC for a period of no less than 2 years from the date the employee last worked for TLC Cleaning, LLC. A great deal of time and resources are put into hiring our staff. In the event you feel you must hire an employee of TLC Cleaning, LLC in spite of this agreement, a $2500.00 placement fee is due immediately upon employment of the past/present employee, regardless of whether the employment is regular or on a contract basis. 

Although gratuity is not expected or required. A great way to show the team your appreciation is with gratuity. The amount of gratuity is split equally among the members of the team. You may leave a cash gratuity for the team (preferred method) or add the gratuity to your payment by requesting the office to add on to your CC payment. We would be happy to automatically add the same tip amount to each cleaning if client requests.

In severe weather, we may determine it is not safe to travel and/or carry equipment and supplies to your home and cancel that day’s service. When this occurs, we will reschedule to the next immediate opening. You will not be responsible for the original cleaning we were not able to perform. There may be times we do not have any openings available to reschedule to. If we are unable to fit, you in or reschedule your next cleaning would be $40 additional due to the amount of time in between. (Please see above at skipped or missed cleaning visits) 
We do not provide service on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving or Christmas Day. We will contact you ahead of time to arrange an alternate day for that week if your cleaning day falls on a holiday.
Clients are given advanced notice of any price increases. TLC Cleaning reserves the right to raise prices at any time. Every 12 months we will adjust our clients’ rates, for reasons such as: costs rising in the area, (Employee wages, taxes, supplies, insurance expenses etc.). We could also increase the rate based on changes in the condition of your home and/or the amount of time it is taking to get through your cleaning list, because the home needs more time than originally estimated.
Example- If when starting services with us you have no animals and after 6 months you adopted 3 dogs this would be a cause for a price increase based on the amount of time needed in the home has changed. Pet Hair! 😊 
Prices are also subject to change if the conditions of the home does not match the original estimate / quote.