Terms And Conditions
Last Updated on 5/1/2026. These Terms & Conditions are effective immediately.
Below are our Service Policies, which are intended to ensure quality, safety, and consistency in our work. By using the services of A Queen’s Eye Cleaning LLC, you agree to abide by the following policies and procedures:
Privacy Policy - We are committed to keeping your information confidential. We do not sell, rent, or lease our customer lists to third parties, and we will not provide your personal information to any third-party individual, government agency, or company at any time unless compelled to do so by law. We will use your personal and billing information solely to provide the service you hire us for.
SMS Messaging Terms & Conditions - When you opt-in to the service, we will send you a message to confirm your signup. By opting into messages, you agree to receive recurring automated marketing and informational text messages from A Queen's Eye Cleaning for A Queens Eye Cleaning. Automated messages may be sent using an automatic telephone dialing system to the mobile telephone number you provided when signing up or any other number that you designate.
Message frequency varies, and additional mobile messages may be sent periodically based on your interaction with A Queens Eye Cleaning. A Queen's Eye Cleaning reserves the right to alter the frequency of messages sent at any time to increase or decrease the total number of sent messages. A Queen's Eye Cleaning also reserves the right to change the short code or phone number where messages are sent.
Message and data rates may apply. If you have any questions about your text plan or data plan, it is best to contact your wireless provider. Your wireless provider is not liable for delayed or undelivered messages.
You can cancel any time by texting "STOP". After you send the SMS message "STOP", we will send you a message to confirm that you have been unsubscribed and no more messages will be sent. If you would like to receive messages from A Queen's Eye Cleaning again, just sign up as you did the first time and A Queen's Eye Cleaning will start sending messages to you again.
Text "HELP" at any time and we will respond with instructions on how to unsubscribe. For support regarding our services, email us at reine@aqueenseyecleaning.com.
We reserve the right to change or terminate our messaging program at any time. We also reserve the right to update these Messaging Terms at any time. Such changes will be effective immediately upon posting. Your continued enrollment following such changes shall constitute your acceptance of such changes.
100% Satisfaction Guaranteeand Quality Control - At A Queen’s Eye Cleaning, your satisfaction is our priority. We stand by the quality of our services with a 100% Satisfaction Guarantee, and we are committed to resolving any issues that may arise. To ensure consistency and fairness, we follow the guidelines below for addressing service-related concerns:
What’s Included:
Touch-ups are offered as part of our Satisfaction Guarantee.
Specific areas of concern will be documented.
We will return to your home during regular business hours to re-clean the noted areas.
What’s Not Included:
Refunds and discounts are not offered in place of a touch-up cleaning.
We do not re-clean the entire home—only the areas noted by the customer during the issue resolution process.
How to Request a Touch-Up Cleaning:
Notify us of any concerns within 24 hours of your cleaning.
Clearly identify the specific areas that did not meet your expectations.
Let us know your preferred time for a return visit within business hours.
We will do our best to schedule the touch-up promptly and confirm your appointment.
Additional Notes on our Guarantee:
A team member will follow a documented checklist during the touch-up to ensure all noted areas are addressed.
The offer of a complimentary touch-up expires if declined, and no further adjustments or compensation will be provided after that.
Our goal is always to make things right through service, not through financial negotiation.
The purpose of the Satisfaction Guarantee is to resolve issues through service corrections, not financial reimbursement.
Security - We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include, but are not limited to:
Letting us in on the day of service if you will be home when we arrive
Providing us with a lockbox, keypad or garage code
Leaving us a key under a mat or pot to use and return when finished
Arrival Times - All arrival times are between 8 am - 2pm on the day scheduled. You will receive a text message when your Cleaning Tech(s) are on the way to your home, however this is estimated and does not account for traffic or other unforeseen circumstances. Customers do not need to be home during cleaning, that is solely at the discretion of the homeowner. If you will not be home during the arrival window please provide access information. Customers can text the office the day of their cleaning to get a more accurate arrival time, however, times are estimated and not exact. Should you need a small arrival time window please contact the office 48 hours prior to your scheduled cleaning date to request an 8-10 am arrival window on another day.
Reminders – Next scheduled cleaning reminders are sent 3 days prior via email with a 2-hour estimated arrival window. Final reminders are sent 1 business day prior.
Alarm Systems – Please turn off all alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the system according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions. Additionally, you agree to hold harmless and/or release from liability A Queen’s Eye Cleaning LLC from any and all liability relating to any failure of the alarm or not arming the alarm properly.
Referrals – Receive Bonuses and Discounts when you refer us! We love referrals and appreciate it when you tell friends, family and neighbors about our service. Thank you for your confidence in us!
Payment – Payment is due on the first day of the month by auto-withdrawal with a credit card on file. If payment declines for any reason, and we don’t get the payment resolved by the 5th business day, or before your first cleaning of that month (whichever comes first), services will be paused. We do not accept cash or checks. If you were “Grandfathered In” to other payment methods, such as checks, a $37.50 returned check fee will be added if your check returns for any reason, including NSF. Services will be paused until a good payment is made.
Tipping – Tipping is optional. Recommended range is 15 – 20%. Tips can be added via QR code left on note card after each appointment or via Venmo @aqueenseyecleaning, or left in a labeled envelope as cash tip.
Lockouts – Once the Cleaning Tech's arrive at your home, they will wait up to 15 minutes to gain access. If a Cleaning Tech arrives at your home and is unable to gain entry due to a locked door, missing key or code, or no one being available to grant access within 15 minutes, it will be considered a lockout and your cleaner will be re-routed and you will incur a charge of 50% of the scheduled service total. This charge also applies if pets are not contained upon arrival. This charge allows us to compensate your Cleaning Tech for their reserved time and lost opportunity. To avoid lockout charges, please ensure all access instructions are accurate and up to date before your scheduled cleaning.
Reschedules and Skipped Cleanings for Recurring Clients – To provide consistent, high-quality service and support our Cleaning Techs, A Queen’s Eye Cleaning, LLC. operates under what we call your Reserved Cleaning Commitment. This means we reserve a specific day and time on our schedule exclusively for your home and assign a Cleaning Tech whose income depends on that reserved spot. We highly recommend rescheduling instead of skipping whenever possible to maintain your home’s cleaning rhythm and to ensure your Tech receives consistent pay. Recurring customers may reschedule a cleaning within 7 days before or after their originally scheduled date (subject to availability) by submitting a request by email to fieldmanager@aqueenseyecleaning.com. If a client chooses to skip a scheduled cleaning entirely, a $75 fee will apply. As a courtesy, a recurring customer is allowed one last-minute reschedule of a recurring cleaning (within 48 hours of their appointment) per 12-month period at no charge, if the reason qualifies as a true emergency (e.g., illness, hospitalization). Any additional reschedules made within 48 hours will be treated as skipped cleanings and a $75 fee will apply. If your cleaning is scheduled for Monday, we request notice of skipping/rescheduling by 9 a.m. the Friday prior to your appointment.
CANCELLATION Policy - If you cancel service completely after the month’s payment has processed, you will not be refunded. Please give us 48-hours’ notice of cancelling service prior to when your auto-payment is due to draft. If you are cancelling a one-time booked cleaning, a $75 fee will apply.
If services are paused or cancelled for longer than 90 days, a re-start cleaning fee of a minimum $100 will apply to the next scheduled service. The fee amount varies per situation.
Holidays and Winter Season - During the winter season, in the event of inclement weather, A Queen’s Eye Cleaning LLC will follow the Hancock County Emergency Road Alerts. Please make sure that your driveway, parking lot, sidewalk, and/or entrance is properly accessible to avoid cancellation/rescheduling fees. Holidays and inclement weather may necessitate a schedule change. We appreciate your understanding in these circumstances.
For all company-initiated schedule changes due to illness, holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible.
Illness - We reserve the right to refuse to clean (or immediately stop cleaning) if there are significant signs of illness in the house. If anyone is sick and can pose a risk to our staff, we will charge a fee of 50% of the scheduled cleaning to keep our cleaners healthy.
All Cleanings - What we do NOT do in a customer's home:
Move Furniture
Dishes (dishes will be placed back in sink after sink is cleaned)
Load dishwasher
Laundry (unless added specifically to your service before your scheduled appointment and approved by management)
Climb on or change sheets on Bunk Beds (we will do the best we can to make them from the floor)
Any outdoor areas (front porches, patios, etc.)
Walls (unless added specifically for a deep clean and approved by management)
Garages
Go higher than a 3-foot step ladder
Clean or move litter boxes
Clean up any biohazard waste, human or animal (urine, feces, blood, etc.)
If a toilet brush is not left by each toilet, we will skip cleaning the inside of the bowl
Pickup dirty laundry from floors
Clean construction debris or post construction dust (must be pre-cleaned prior)
Special Policies and Service Limitations
1. We are not a restoration company and cannot perform certain services due to insurance and safety concerns. In an effort to be transparent and informative as possible, some things that we don’t offer include, but aren’t limited to:
Disassembling light fixtures
Disassembling furniture to clean it
Disassembling any appliance (besides oven & fridge shelves/racks)
Lifting or moving heavy furniture over 20 lbs.
Lifting or moving large fragile items
Removing permanent stains from furniture, floors, cabinets, carpets, etc.
Removing any and all calcium build-up
Carpet steam cleaning
Hand-scrubbing or steam cleaning floors
2. We are not an extermination or mold/biohazard remediation company and cannot provide services in residences that show evidence of hazardous situations. We reserve the right to refuse to clean (or immediately stop cleaning) if there are signs of the following problems, and we must charge our lock-out fee of 50% of the scheduled cleaning. This is not an exhaustive list.
Pest infestation – cockroach, bedbugs, fleas etc.
Animal infestation – birds, mice, rats, bats, etc.
Excessive/Uncontrolled mold growth
Human waste, blood, and bodily fluids
Hoarding
Other hazardous situations
Construction/Remodels/Updates – A Queen’s Eye Cleaning does not provide post-construction cleaning services or address debris resulting from remodeling projects. For homes that have recently undergone updates or renovations, please note that construction dust may resettle even after our cleaning service. By engaging our services, clients acknowledge that we cannot guarantee against the reappearance of dust in recently renovated areas. We reserve the right to decline cleaning in areas with excessive construction debris or dust, as these require specialized post-construction cleaning services.
Communication - It is very important that you call us if you have questions or concerns about your cleaning service. We take great pride in our cleaning service and will make every reasonable effort to provide you with a highly professional cleaning service. One thing that really helps us provide you with an excellent house cleaning service is your ongoing feedback. Please give feedback after every visit to help us continually improve the quality of the service you receive.
Electricity and Water Notice - We cannot work effectively in a house without electricity or running water. Please ensure that your home - especially if it is empty and in the middle of being sold/bought/turned over - will have electricity and running water on the day of service. Late Cancellation/Rescheduling fees may apply if we need to make last-minute schedule changes due to lack of electricity or water.
Getting Ready for the Cleaning – Please don’t “clean” before we arrive, but do “pick up” as much as possible; for example, clearing the floors of clothing and toys, clearing surfaces of small items such as pens, coins, important documents, etc. Please don't worry about countertop appliances and small pieces of furniture - we clean and move those as we go. This type of pick up will allow us to focus more on detail and quality for you.
Safety - Please set your A/C temperature to 65-69 degrees F, especially during the summer months. We won't be able to clean in houses that are too hot and pose a safety risk to our employees. We also ask that you provide or 2-step or 3-step ladder for us to use, and have a vacuum and mop handy for back-up purposes only. We will not clean any higher than what can be reached using a 3-step ladder for the safety of our cleaners. Any room you wish not to have cleaned, please have the door closed. We will not move heavy furniture or anything over 20lbs, for the safety of our staff.
Cleaning Technicians - We try to send the same technician(s) to your home each week; however, we cannot guarantee it due to illness, vacations, etc... Our main priority is to clean your home consistently and with the quality you demand, and we have systems in place to ensure this. We will try our best to notify you if your cleaning technician changes, but that is not always possible. The team members we send to your home are always A QUEEN’S EYE CLEANING employees and extensively trained on our cleaning systems. If you choose to skip or extend your cleaning to wait for a specific cleaner; fees will be charged. Any solicitation of A Queen’s Eye Cleaning for outside employment is a direct violation of this agreement and our terms of service and an employment finder fee of up to 6 months' wages will be assessed. In addition, all employees sign a non-compete and non-solicit agreement with A Queen’s Eye Cleaning, LLC. We hold our customers and our employees to high ethical standards.
The Setting – The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home. Please secure pets, and keep children in another area as we are working with equipment and products that may not be safe for them. Due to exposed liability, we cannot care for pets, plants or children. Additionally, we will not re-clean an area if it gets used after we cleaned it while we are still there.
Pets – We love them! The last thing we want to do is upset your pets as we clean, and we'll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:
Let us know ahead of time if there are any arrangements you have in place for your pets while we clean.
For sanitary purposes, we do not clean up after sick pets or pet accidents.
Please secure any pet that may be overwhelmed by our presence and/or pose a threat. Please secure any pet that is likely to try to run out the door and escape the house. The obligation for control and care of all animals on the premises is on the customer. A Queen’s Eye Cleaning LLC cannot be held responsible for the escape or safety of pets.
Holiday Décor – During holiday seasons when there are special decorations around your home, we may go around the items as to not disturb the set-up and to prevent breakage.
Trash Disposal - We require that we leave any collected trash in the garbage bin at the homeowner’s location. We cannot take trash with us.
Quality Control – Our quality control system consists of periodic quality checks at the end of cleanings by another team member and/or an email or SMS message requesting feedback about the service you received. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. We will correct or address any issues we are made aware of. Customers are always welcome to call our office at 419-619-8385 or email us at fieldmanager@aqueenseyecleaning.com with any feedback as well.
Pictures of Before and After Work - We take before and after photos of our work. These pictures are used for training, proof of performance, as well as promotion. Visit our website or Facebook Page for before and after for examples. If you do not want pictures taken of work areas in your home, please notify us before your scheduled cleaning.
Office Hours - Our office is open M-F 7:30 AM to 5:00 PM. Text and Voicemail is available after hours. Email is monitored after hours and is often the best way to reach us outside of office hours.
Equipment and Supplies - We provide most equipment and supplies to clean your home. Please provide a 2-step or 3-step ladder and ensure a toilet brush is provided at each toilet if you wish to have the interior bowl cleaned. If you would like to purchase a toilet brush from us, please let us know via email. We also ask that you have a back-up mop, broom and vacuum on-hand. We will not use any cleaning products of the clients for our protection. Our Cleaning Techs are trained on specific products and equipment. Using unfamiliar products and equipment can delay the clean time and add stress to our cleaners. If you ask that we use your product, you assume all liability responsibility for any damage to your home caused by your products. Additionally, any products or equipment requested to be used must be approved by management before the arrival of our cleaning technicians.
Breakage – We hate it when breakage happens, and we do our absolute best to prevent it! The following is critical regarding our breakage policies: 1. Sometimes breakage occurs when there are “boobytraps”. These are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “boobytraps”, lack of maintenance or general wear and tear of any items. Please remove unstable breakables to a place we do not clean (we do not clean inside curios, China cabinets, or clear wet bar shelves). 2. Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk. 3. We will cover the cost of repair or replacement of items when breakage value is verifiable. Anything above the amount of $1,000 you will need to file a claim with your homeowners' insurance for damages caused by the routine nature of the cleaning. Damages due to negligence or malpractice on our part will be handled by our insurance provider. We have a no punishment policy for breakage with our employees. This means that our employees are never punished for reporting breakage. Identical replacement of broken items will be attempted but not guaranteed. Breakage values must be verified before replacement or reimbursement by A Queen’s Eye Cleaning LLC. Please save the broken item for our inspection. Breakage must be reported to our office staff within 24 hours of service or A Queen’s Eye Cleaning LLC may not be held liable. 4. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm. Additionally, if asked to use your equipment (e.g., vacuum), you agree to hold harmless and/or release from liability A Queen’s Eye Cleaning LLC, and/or any of its employees responsible for any damage or breakage to any article or component.
Securing Items in Home & Normal Wear and Tear - Homes are lived in and like anything else they begin to break down. We cannot be responsible for items that break during normal usage, installed improperly and/or are not properly secured. For example, blinds broken while cleaning, handles/faucets falling off or breaking, items not properly secured, etc.
100% GUARANTEE and QUALITY CONTROL (Repeat Notice) - We have a 100% guarantee. Our office must be contacted within 24 hours of your cleaning being completed. If you fail to contact us within 24 hours, we are unable to give a 100% guarantee. If it is within 24 hours, you must allow our team back into your home to correct any items missed, to qualify for our 100% guarantee. Our teams are quality inspected by management on a regular basis. They may enter your home after the team leaves. These inspections ensure the highest quality standards. We cannot guarantee mini blind cleaning. Excessive build up may require a professional blind cleaning service.
Training - We are a small business and we want customers who support us in providing top notch service. Training is necessary and essential. All customers must agree to allow trainers with trainees into your home without us having to provide any notice. Should you wish to not have a trainee in your home, you must notify us (via text, phone or email) prior to 48 business hours before your cleaning. Should you turn away a trainer with a trainee on your regular scheduled cleaning day, you will still be charged the full amount of the cleaning.
Insurance – A Queen’s Eye Cleaning LLC and all employees are covered by up to $2 Million in General Liability insurance. Fraudulent claims will be prosecuted to the full extent of the law.
Pricing - Based on the size of your home, people and pets living in the home and any add-ons, your booking includes a maximum number of labor-hours we’ll spend completing the work outlined in our service checklists (The definition of labor-hours: a unit of one hour’s work by one person). Some important details regarding our pricing:
In order to book our services, we require a credit card on file.
In cases where we cannot perform a walk-through to verify the size and condition of the home before service, our pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to clean.
Please be as specific and honest as possible on your booking to ensure your cleaning is fit to your needs. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer.
In order to verify accurate house information, we will check the size and layout of your home against public records.
On the first day of service, our techs will perform a walk-through before starting work (if a formal walk-through was not completed before hand). They will take note of any items or areas that need special care or specific instructions from you and will assess if the package you purchased allows them adequate time to complete the job to a satisfactory level. We will notify you if we cannot complete the work in the estimated time frame and give you the option to either schedule a second cleaning or have us focus on your top priorities within the allotted time frame. If you need more time than initially scheduled, we will re-evaluate that with you and make any necessary adjustments.
Recurring Service - Prices are fixed rates for recurring visits. We assume similar levels of organization and build-up during each visit. If there are changes to the amount of work involved or clutter to handle, we will contact you and reassess our prices as needed.
To meet your needs and to ensure your satisfaction, A Queen’s Eye Cleaning LLC., reserves the right to reevaluate rates at any time. You will be notified 30 days prior to any price increases.
If you request changes to your service after receiving your original estimate, additional charges may be billed or a new estimate may be required.
Small Requests - All small requests, add-ons, or swaps must be added to your appointment through the office to ensure that 1) we can provide the service you're requesting, and 2) our techs are prepared with enough time and the right supplies to perform the request. If our Cleaning Tech arrives and is asked to clean up post-construction work or messes after parties or get-togethers, or anything additional to what is in your package, additional charges may be applied.
Sales Tax - Sales tax is required on cleaning services in Ohio.
Non-Solicitation Agreement - We value our employees and pour an enormous amount of time, energy and expense into our screening, hiring, and training process. A Queen’s Eye Cleaning LLC strives to have one of the lowest employee turnover rates in Northwest Ohio. This agreement helps safeguard our success at providing only the best staff to our deserving customers. Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. It is for this reason that our customers and employees must agree to our non-solicitation agreement. If breached, an employment finder fee of up to 6 months' wages will be assessed. This helps to minimize the risk of unfair solicitation that undermines the good experience all our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for hire directly. In addition, all employees sign a non-compete and non-solicit agreement with A Queen’s Eye Cleaning, LLC. We hold our customers and our employees to high ethical standards. By booking our services, you are agreeing to the following terms:
A Queen’s Eye Cleaning LLC employees are not allowed to engage in a work-relationship directly with you for one full year after employment termination.
You will be charged a finder's fee of up to 6 months employee wages if you hire a Cleaning Tech employed by A Queen’s Eye Cleaning LLC on an individual basis for private work. We consider our employees our most valuable asset and charge accordingly.
Solicitation of A Queen’s Eye Cleaning LLC employee for private hire will result in permanent termination of service and forfeiture of any unused gift certificates as well as the finder’s fee up to 6 months employee wages. This does not preclude us from seeking other solicitation-related damages.
Please do not hesitate to give us a call if you need further clarification on any of our policies. We clean all homes with as much care and respect as possible. When we fail, we seek your communication on the matter. We never want an issue to go unresolved. Thank you for your confidence in allowing us to handle one of life’s most expensive and valued possessions – your home.