Client Guidelines

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The Hello Bright 100% Guarantee

We guarantee that you will be delighted with the results of your cleaning with us!

We are confident in our services and trusted cleaners but understand that there may be situations where cleaning can be subjective or something was missed. If for some reason you are not completely satisfied with your clean, just let us know within 48 hours and we promise to send a trusted cleaner back to put it right. It’s as simple as that. 

24-Hour Cancellation Notice Policy

As a courtesy to our cleaners, we require a minimum of 24 business hours notice if you wish to skip your regularly scheduled cleaning. If you are unable to give us 24 business hours notice, a $50 cancellation fee will be charged.

If an unexpected illness or emergency occurs in your home on the day of your clean, please call or email the office as soon as you can. We’ll do our best to reschedule your clean, and we will reevaluate the cancellation fee accordingly.

Lockout Policy

If we are unable to gain prompt access to your home, we will try to contact you by phone/text. We will wait a maximum of 30 minutes before calling it quits and leaving. If we are unable to get a hold of you or get in within 30 minutes, a $50 lockout fee will be charged to the card on file.

We must charge this fee because whether we clean or not, we pay our employees, the lockout fee covers their payroll. We recommend always ensuring a key is available in a secure lockbox on your property to avoid unnecessary charges. If your home alarm is going off and we are unable to disarm it, we will hang around for a maximum of 30 minutes or until the police arrive.

We will setup the prearrangement method of entering your home regularly in our first walkthrough and will, of course, attempt to reach you at the time we arrive. 

We will attempt to reach you if one of our cleaners has been locked out and please call us if a lockout has occurred and you were charged and believe there is a misunderstanding.

Schedule Changes Policy

We understand that life happens and you may occasionally need to reschedule and we will certainly accommodate that as much as we can!

If that is the case, we only change the one date, but otherwise, all other cleanings remain on the original schedule.

For example: If you are on a biweekly schedule, and you want to push your cleaning back a week, it will have been 3 weeks between cleanings and then only 1 week until your next cleaning. We don’t “reset” your cleanings to start from your rescheduled date. Excessive rescheduling will be subject to our cancellation/skip policy.

Special Request/Add-on Services

If you would like us to do anything special that is not regularly included in your cleaning, please let us know by calling and let us know so that we can add that onto your work order:828-515-4511 or emailing:

We will clarify your expectations and let you know if there will be any additional charges. If you just leave a note for your cleaner without contacting the office, they may do what they can but we allow our cleaners the right to deny Adhoc requests if they may not have time to complete a through cleaning.

Payment Terms Policy

We accept electronic credit/debit payments only. Before your first cleaning, we will need an approved credit/debit card on file for the job to be considered “confirmed.”

We will charge your card only after services have been completed and a receipt/invoice will be emailed to you. We never charge you before service and never charge for hidden/additional fees.

If you have any questions, please do not hesitate to call us: 828-515-4511.

Tidying + Clutter Policy

Currently, we don’t offer an organizing service. We will tidy items so they look nice, but we will not throw away or rearrange things. We will not put away laundry or dishes. If we move something to clean the surface, we will try to replace it where it was. Surfaces with many precious little things may be deep dusted on a rotational basis as we see the need or as you request it to be done.

Your Desk Policy

We respect your workspace. As a result, any papers or anything even remotely important or personal will not be touched or lifted – will do our best to clean around it.

This does mean that a cluttered desk will not be cleaned as well as the rest of your home or office. We encourage you to clear your desk space on cleaning days if you want your desk cleaned with detail.

Your Privacy + Personal Space Policy

We do not open drawers or cabinets except for those in the kitchen during a Top to Bottom Deluxe Deep Clean. We will open all closet doors to vacuum and/or sweep the floors as much as far we are able.

Changing Bed Sheets Policy

It is our policy to make and tidy all beds and fluff the pillows as long as the bed is clear.

One bed sheet change is included complimentary with every cleaning. For additional bed sheet changes, there is an additional nominal fee per bed.  If you choose to have the sheets changed on your bed, please leave folded sheets on each bed prior to our arrival. If you don’t have time to fold them please leave a note letting us know they are clean!

We will launder, dry and fold the soiled sheets for an additional nominal fee or we can deposit the soiled sheets neatly in your laundry room. 

Dishes Policy

If you do not have a perfectly clear sink or counter, we understand, life gets busy!

We will wash 5 or fewer dishes in your sink complimentary. Otherwise, there will be a nominal additional fee.

For an additional fee, we will load an empty dishwasher or hand wash as many dishes as will safely fit on a regular dish towel without having to precariously stack them. Excessively baked-on food/burned dishes won’t be cleaned due to the amount of extra time required. 

We do not put away dishes or unload dishwashers.

Pet Policy

All of our trusted cleaners are comfortable with your pets so long as your pets are comfortable with us! Please let us know how you would like your pets to be handled. 

If your pet is not comfortable or violent around a visitor while you are not home, your pet will need to be confined to a kennel or room and that area will not be cleaned by us.

Pet Waste Policy

Due to health and safety reasons, we are not responsible for and will not engage with pet waste/discharge in any capacity. Thank you for ensuring your home is free of pet waste prior to our arrival.

Hello Bright Trusted Cleaners Policy

Our cleaners are bonded, insured, and paid a living wage well above average. We perform background checks and provide service training for all employees.

We send the same trusted cleaner to your home each time, with the exception of when they are on a well-deserved vacation, time off, or are sick/other unforeseen circumstances.

In these circumstances, we will provide another honest and trustworthy cleaner to clean your space. We take care of all this – you will never have to worry about confirming your scheduled cleaning. 

Damage or Breakage Policy

We make every effort to take the greatest care while in your home, but we understand that accidents may happen. Identical replacement is always attempted, but cannot be guaranteed and we will let you make the decision if you would like a credit or a refund.

Cleaners must report any and all damage or breakage to the Hello Bright Office right away, but if you notice anything damaged or broken that we haven’t told you about already, please let us know within 48 hours of service.

We request that all valuable, irreplaceable, collectible, or heirloom items (whether monetarily or sentimentally valued) be stored and/or not cleaned by our cleaners.

Note: We are not responsible for damage due to faulty or improper installation of any item. All surfaces (e.g. marble, granite, etc.) are assumed sealed and ready to be cleaned without causing harm.