Scrub Squad Cleaning Policies
Welcome to Scrub Squad! To ensure a smooth and successful experience, please review the important policies and guidelines outlined below. For questions, feel free to call us at (443) 625-4290.
Important Information For Your Cleaning Appointment
Please take a few minutes to review our general policies. Specific guidelines may vary based on the service booked.
Late Change Policies
House Cleaning Only:
- We place a temporary hold on your card 1-2 days before your appointment. This is an authorization, not a charge. If there are changes to the service, we will adjust the hold accordingly. If a hold is released, hold-release times vary by bank (typically 4 days to 2 weeks).
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Late Change Fees:
- 48-24 hours prior: $50
- 24 hours prior: 50% of the job cost
- Day of: up to 100% of the job cost (at our discretion)
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Client Acknowledgment Policy:
- By booking a service with Scrub Squad and receiving your confirmation message, you are expected to review all outlined terms and service expectations in a timely manner.
- If no questions or concerns are communicated within one (1) hour of receiving your confirmation or prior to entering the Late Change Fee window (48 hours before service)—whichever comes first—we will consider all policies acknowledged and agreed upon.
- This includes agreement to our cancellation terms, preparation requirements, service limitations, and all other policies listed on this page
- Changes must be called into our office directly at (443) 625-4290 (call must be received during business hours)
Carpet, Upholstery, Or Other Cleaning:
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We do not have any fees associated, however you MUST call us with at least 3 days notice to cancel or reschedule
- If no one will be present at the property during your scheduled service, a valid credit or debit card must be placed on file and authorized before the appointment begins. This ensures smooth check-in and service completion. If we arrive and no one is home and no card is authorized, the appointment may be subject to cancellation.
Refunds
- Refunds approved by Scrub Squad are processed immediately, but depending on your bank, it may take 4 days to 2 weeks for funds to reflect in your account.
🧼 Policies by Service Type
Carpet & Upholstery Cleaning
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Stain Limitations: Some stains (e.g., synthetic dyes, pigments, acidic substances) may be permanent.
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Pre-Treatment Warning: Avoid using home remedies—improper chemicals can set stains permanently.
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❌ Avoid Using: Vinegar, Bleach, Baking Soda, Dish Soap, Ammonia, Rubbing Alcohol, Hydrogen Peroxide, OTC Stain Removers
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Furniture: We do not move heavy or fragile items unless pre-approved. We can move light items like chairs and small tables.
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Preparation: Clear the area of personal items and trash before we arrive.
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Drying Time: Most carpets dry in 2–4 hours depending on conditions.
House Cleaning
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Fixed Pricing: Our prices are flat-rate, not hourly. Time required may vary.
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Accurate Disclosure: Misrepresenting your home’s condition may result in additional fees or service refusal.
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Service Limitations:
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We do not clean walls, exteriors, or unfinished areas
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We do not move heavy furniture or appliances
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We clean only reachable surfaces
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Preparation Tips:
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Remove personal items, trash, toys, and clutter from floors
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Neatly organize countertops
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We’ll work around small items and lightly cluttered areas to ensure a thorough clean, but please note that organizing or decluttering is not part of the service
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One-Time & Move-In/Move-Out Cleaning
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One-Time Requirement: Required for new clients and move-in/out jobs.
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Misrepresented Condition Fee – $100
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If we arrive and find that the condition of the home has been severely downplayed or misrepresented — such as excessive buildup, biohazards, or hoarding conditions not disclosed during booking — we reserve the right to cancel the appointment. A $100 fee will be charged to cover the team’s time and travel.
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Surface Limitations:
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Porcelain: Permanent rust or hard water stains may remain
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Grout & Tile: We clean surface grime; deep stains may remain
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Baseboards & Trim: Dust removed, but damage cannot be corrected
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Refrigerators: We clean accessible areas; internal disassembly is not included
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Walls & Painted Surfaces: We do not clean walls
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Unsafe Conditions: We reserve the right to refuse service due to:
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Human/animal waste
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Mold or biohazards
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Insect/rodent infestations
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Misrepresented or unsafe conditions may result in charges to compensate for lost time and scheduling
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Maintenance / Recurring Cleanings
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Eligibility: only available for clients with homes that have been cleaned by Scrub Squad within the last 5 weeks as part of a recurring service.
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Client Responsibilities:
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Clear floors and countertops
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Organize spaces beforehand
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Communicate areas of priority before service
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Frequency Discount Policy
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Our discounted recurring rates are based on consistent, consecutive cleanings (e.g., weekly, biweekly, or monthly).
If a scheduled cleaning is skipped or canceled for any reason, the next visit will be billed at our full standard cleaning rate.
Frequency discounts will resume on the following service, as long as regular scheduling continues.
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Lapse in Service Policy
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If a recurring cleaning has not been performed in over 2 months, the home will no longer qualify for maintenance-level pricing.
A one-time deep cleaning will be required to restore the home to our maintenance cleaning standard before regular recurring services and discounts can resume.
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For any questions or special circumstances, please call us at (443) 625-4290.
