First-Time Customer Onboarding Form

What Our Cleaning Service Is (and Is Not)

We are professional cleaners, not restoration specialists or contractors.
Cleaning improves appearance and hygiene but does not permanently restore worn, damaged, or heavily stained surfaces.

Tile, Grout & Hard Surfaces
We scrub tile, grout, and showers, but tile & grout restoration is not included.
Deep discoloration, etching, rust stains, mold stains, or years of buildup may not fully come out.

Wear, Damage & Permanent Stains
Scratches, water damage, faded finishes, chipped paint, and worn flooring cannot be corrected through cleaning.
Some stains (hard water, mineral buildup, bleach damage, pet stains, etc.) may be permanent.

Mold & Biological Hazards

• We address surface-level mildew where safe.
• We do not perform mold remediation or removal of active mold growth.

Heavy Buildup & First-Time Cleanings

Homes with heavy grease, soap scum, or long periods without professional cleaning require multiple visits. It's impossible to have a home in perfect condtion after one visit.

Results improve over time with consistent maintenance cleanings, ideally every two weeks

Fridge interiors are not included unless specifically requested.

We do not disassemble appliances or move heavy fixtures.

Interior Window Panes and Horizontal Blinds, are not included, unless specifically requested. 

Please review the checklist for your service to ensure a successful cleaning.

Scope of Cleaning Service (What We Do / What We Don’t)
Our service includes:

• Residential cleaning as described in our checklist
• Cleaning of accessible and clear areas only

Our service does NOT include:

• Organizing personal belongings
• Decluttering your home
• Moving furniture, appliances, boxes, or heavy items
• Handling personal documents, valuables, or fragile items
  
  We are a professional cleaning company, not an organizing or moving service.

To ensure proper cleaning results, I understand and agree that before the appointment, to my best extent and ability, I must:

• Reasonably clear surfaces, such as countertops, tables, floors, sinks, showers so we can clean effectively
  • General shower items are okay to leave
• Put away personal items, clothing, toys, papers, and belongings
• Wash Dishes OR add it as a service (OK for us to run dishwasher)
• Secure valuables and sensitive items

I understand that areas not accessible or not cleared may be skipped, and this does not qualify for a refund or re-clean.

First-Time & Recurring Cleanings
Please note that no home becomes perfect in a single visit—especially if it hasn’t been professionally cleaned recently. Consistent recurring cleanings are the best way to maintain and improve results over time.

For best results:

• Bi-weekly cleanings are recommended to keep dust under control
• Every 3 weeks may work for lower-use homes
• Monthly cleanings are only recommended for light-traffic homes with no pets

Your Feedback Matters
After your first clean, we welcome any feedback or preferences—such as areas of focus, cleaner style, or special notes. We’ll save these details to ensure future visits are seamless and tailored to your home.
 

Client-Provided Microfiber Towels (Optional, but recommended)
To maintain high sanitation standards and prevent cross-contamination between homes, we recommend recurring clients to provide a dedicated set of microfiber towels for use only in their home. 

• Towels will be used exclusively in your space
• Cleaners will place towels in the wash after service
• Clients are responsible for drying and storing towels
• Please let your cleaner know where the towels are located before your appointment, or message us if you won’t be home.

If cliente chooses to not provide towels, please note that we use a commercial laundary service for our towels that guarantees sanitation.

I understand that my quote is based on a standard lived-in condition and does not include extreme or neglected situations (such as hoarding, excessive buildup, or biohazards).

If the home is significantly more cluttered or labor-intensive than described, pricing may be adjusted.

Any additional services requested (such as inside appliances, windows, or walls) will be quoted and approved separately.

I understand that pricing is based on the type of service, not time spent, and will not be reduced if the cleaning takes less time than expected.

I agree to secure all pets (e.g., crated, leashed, or confined in a separate room) during the scheduled cleaning service.

Two Trees Cleaning is not responsible for pets escaping, injury to pets, or pets interfering with the service.

Two Trees Cleaning does not handle pet waste, litter boxes, or biohazard cleanup under any circumstance.

I agree to provide at least 48 hours’ notice to cancel or reschedule any cleaning appointment. If I cancel or reschedule with less than 24 hours’ notice — or if Two Trees Cleaning arrives and cannot access the property (due to lockouts, incorrect codes, etc.) — I understand that I will be charged 50% of the estimated service total as a cancellation fee. If Two Trees Cleaning must cancel or reschedule due to unforeseen circumstances, I will be contacted promptly and offered the next available appointment. 

I understand that payment is due immediately upon completion of service, unless prior arrangements are made. Accepted payment methods include credit card or ACH transfer. 

If I am unsatisfied with any part of the service, I agree to notify Two Trees Cleaning within 24 hours of the appointment. The company will return to re-clean any missed areas within reason and at no additional cost. Refunds will not be issued unless an opportunity is given to resolve the concern.

I understand that Two Trees Cleaning is insured and takes every reasonable precaution during service. However, the company is not liable for:

• Pre-existing damage
• Unsecured fixtures (e.g., shelves, curtain rods, artwork)
• Mold, pest infestations, or hazardous materials not disclosed in advance

I agree to remove valuables, fragile items, and heirlooms prior to service to prevent accidental damage.

Two Trees Cleaning reserves the right to refuse or stop service at any time if:

• The environment is unsafe
• There is verbal abuse or harassment
• The home is unsanitary beyond the company’s service scope (e.g., hoarding, biohazards, pest infestations)

In such cases, no refund will be provided.

I agree not to directly solicit, hire, or offer employment or side work to any Two Trees Cleaning employee, contractor, or cleaner for a period of 12 months after service.

I understand that Two Trees Cleaning may take before-and-after photos for internal documentation and quality control.

By checking the box, I consent to the company using these images for marketing and social media, provided that:

• No identifying features (e.g., personal photos, family members, addresses) are visible
• Photos focus on the cleaned space only