Company Policies

We understand that plans change. To ensure the best experience for all our clients and to respect our team's time, we have established the following cancellation and rescheduling guidelines:

• Free rescheduling is available with at least 24 hours' notice before the scheduled appointment.
• Late cancellations (less than 24 hours before the appointment) may incur a cancellation fee of up to 50% of the service value.
• Same-day cancellations or no-access situations (where our team arrives but cannot enter the home) may result in the full service charge.
• For recurring clients, repeated late cancellations may result in a review of the service agreement.

We always try to accommodate changes whenever possible. Please contact us as early as you can if you need to reschedule.

Payment is an essential part of confirming your booking and ensuring our team is ready to serve you.

• Payment is due before or on the day of service. Bookings are only confirmed after payment is received.
• We accept credit cards and debit cards via our secure online payment system (Stripe).
• A processing fee is added to the service total to cover payment processing costs. This fee is clearly displayed before checkout.
• Unpaid balances may result in service suspension until the balance is resolved.
• For recurring plans, payment is processed automatically before each scheduled visit.
• Tips are always appreciated but never expected. Any tip amount is added to the service total at checkout.

To provide our cleaning service, our team must be able to access your home at the scheduled time.

• Please ensure your home is accessible at the scheduled time — leave a key, unlock the door, provide a garage code, or arrange for someone to be present.
• If our team cannot enter your home within 15 minutes of the scheduled arrival time, a lock-out fee or travel fee may apply.
• If access is not possible and the team must leave, the appointment may be treated as a same-day cancellation (see Cancellation Policy above).
• We recommend providing a spare key or access code for recurring clients to avoid any scheduling issues.

Our pricing is based on standard residential conditions. In certain situations, additional considerations may apply:

• If the home requires significantly more work than expected (excessive clutter, hoarding conditions, biohazard situations, or extreme neglect), we reserve the right to adjust pricing or decline the service.
• Our team will assess the situation upon arrival. If conditions are beyond the agreed scope, we will contact you immediately to discuss options before proceeding.
• For homes that have not been cleaned in an extended period, we strongly recommend a Deep Clean or Post-Construction service as the first visit.
• We do not handle hazardous materials, including but not limited to: mold remediation, asbestos, lead paint, chemical spills, or biohazard waste.

We take great care with your belongings and treat every home with respect. However, we want to be transparent about our liability:

• BR Services Utah is not responsible for damage to fragile, improperly secured, or pre-damaged items.
• Please secure valuables, heirlooms, and fragile items before our team's arrival.
• Items that are unstable, loosely placed, or in precarious positions (e.g., items on high shelves, wobbly decorations) should be moved to a safe location.
• If an incident occurs during cleaning, our team will notify you immediately and document the situation.
• We carry general liability insurance for significant incidents. Claims must be reported within 24 hours of the service.

We love pets! However, for the safety of both your pets and our cleaning team, we ask that you follow these guidelines:

• Please secure all pets in a separate room or area before our team's arrival.
• If pets are not secured, our team may need to skip certain areas for safety reasons.
• We are not responsible for pets that escape through open doors during the cleaning process.
• Please inform us of any aggressive or anxious pets in advance so we can plan accordingly.

Your satisfaction is our top priority. We stand behind the quality of our work:

• If you are not satisfied with any included area of your service, please contact us within 24 hours.
• When appropriate, we will schedule a complimentary re-clean of the affected areas at no additional charge.
• The re-clean covers only the original scope of the service — additional tasks or areas not included in the original booking are not covered.
• We value your feedback and use it to continuously improve our BR Standard.

We respect your privacy and the sanctity of your home:

• Our team members are background-checked and trained in professional conduct.
• We do not share your personal information, address, or access codes with third parties.
• Photos of your home are never taken without your explicit written consent.
• All client data is stored securely and handled in accordance with our Privacy Policy.