24-HOUR CLEANLINESS GUARANTEE

We stand behind the quality of our work. If a client is genuinely unsatisfied with any area of the clean, they must report the issue with clear photo evidence within 24 hours of the service completion. 

Please note that we do not issue cash refunds. Instead, we will either: (a) provide a discount credit toward your next scheduled clean, or (b) dispatch a cleaner to perform a free touch-up of the missed areas within a 24 to 48-hour window from the time the report is received. This guarantee applies exclusively to areas included in the original service scope.

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LOCKBOX & SECURE ACCESS POLICY

For the safety and security of all parties, our cleaners are strictly prohibited from accepting physical keys directly from the client. Clients must provide access via one of the following methods: (a) a digital keypad code, or (b) a physical key placed in an on-site lockbox. The access code or lockbox combination must be clearly and strictly documented within the booking platform at the time the appointment is being made. We cannot guarantee service if proper access details are not provided in advance.

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LOCKOUT & WAITING TIME POLICY

If a cleaner arrives at the scheduled location and is unable to gain entry due to a client error (e.g., wrong code provided, forgotten lockbox combination, no lockbox installed, or door unable to be opened), a mandatory 15 to 20-minute waiting period will be observed while we attempt to contact the client for assistance. If access is not resolved within that timeframe, the cleaner will be released from the job. In this scenario, the client will be charged a standard lockout flat fee of $50.00 to compensate the cleaner for their time, travel, and lost opportunity. This fee must be paid before any future rescheduling can take place.

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For any questions regarding our policies, please contact our support team before your scheduled appointment.

© Top Royal Cleaners – Serving Pottstown, Pennsylvania