Company Policies

Cleaning is a very physical job and our Natural Cleaning Specialists very often break a sweat while cleaning. During the hot summer months, please have your air conditioning turned on (as able) for the cleaning crew. We ask that clients allow us to turn the air conditioning on or to a cooler setting (as needed) while we are there and we will return the unit to its original temperature setting before we leave.
We ask all clients to allow us a 2-hour arrival window. We give approximate arrival times for your convenience but, due to various factors, our crews do need arrival time flexibility. We will not arrive before 8:30 am and (unless previously agreed upon) we will make sure to contact you for approval if we are running late and need to arrive past 3:30 pm.
If you need to cancel or reschedule your scheduled cleaning, please provide at least 48 hours' notice for all cancellations. We send schedules for the crew the Friday before the upcoming week. Certainly, last-minute things come up, and we are grateful that our clients cancel if anyone at a house is sick. But, if you do know in advance that you will be away or that your house will be otherwise unavailable, we would be grateful if you could give us as much notice as you are able. We have a waitlist for clients who want to get started, but most can't be scheduled at the last minute. Additionally, it helps us to keep quality employees if they have consistent and predictable schedules, which is difficult if we don't have enough notice for cancellations. There is a fee for cancellations within 24 hours for reasons other than illness, and we aren't expanding that: we're simply requesting ample cancellation notice (whenever possible) as a courtesy to our employees. If it would help to have your next few scheduled dates on your calendar, please let us know and we would be happy to email them to you. We do charge a $50 fee for cancellations within 24 hours of your scheduled cleaning (excluding Covid or contagious reasons). If an Ecolistic Cleaning crew comes to clean on a regularly scheduled cleaning date and the client isn't home or the door is locked and we are unable to clean, there is a $50 fee. The lead on the job will try contacting the client and the crew will wait 15 minutes past the expected arrival time before going on to the next job.
We bring all of our own cleaning supplies. Although, if you would like us to use your cleaning products, we can do so ONLY if the product(s) you are requesting we use are labeled non-toxic and approved by a Division Manager. We are not only committed to protecting the environment, but also to the health and welfare of our employees. Please do not ask any of our Natural Cleaning Specialists to use a toxic cleaner. It is company policy that we only use non-toxic cleaning products. Thank you for respecting our concern for the health of our staff. If you would prefer we use your personal supplies (i.e. vacuum, steam cleaner, mop, etc), Ecolistic Cleaning does not accept liability for any damage to personal equipment which the client has authorized us to use in their home or office. If you wish to insure your personal property against damage, you should make your own arrangements to do so.
Since cleaning is a very personalized and subjective service, we cannot offer refunds to customers. However, we want you to be 100% satisfied, that is why we offer a 24-hour guarantee. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning to request our return and we will re-clean the area/areas you are dissatisfied with at no additional cost to you. Floors Disclaimer: floors are highly trafficked areas that require intense cleaning or professional steam cleaning to return them to the level of cleanliness as the day they were installed. We are not a professional steam cleaning company. We clean floors using the following method. First, we vacuum hard floors with DYSON vacuum cleaners on the bare floor setting. Second, we spot clean floors (as needed) with a microfiber cleaning cloth or the soft side of a sponge. Lastly, we mop floors (if included in the specifications you selected) using microfiber mop-heads that have been dampened and wrung out with hot water and we spray the floors with floor cleaner and mop using a hot mop-head. We mop the floor once (going with the grain on hardwood). Clients may pay an additional premium for multiple rounds of mopping if they choose. We do not dry the floor. Clients may pay an additional premium for floor drying if they choose. *IF you are seeking floors that pass a white paper towel test (by wetting a paper towel to wipe the floor and wanting the paper towel to come up clean), we suggest you contact a company that professionally steam cleans hard floors or choose a cleaning service that includes steam cleaning hard floors as part of their cleaning process/service.
All communication regarding your service should be emailed to your Division Manager. If you tell your lead cleaner something, please also email the information to your Division Manager. We have multiple crews, so telling a crew member who is on the job important information will not guarantee the information is appropriately recorded and distributed. When clients give us keys to their homes or offices, we label them with a first name and last initial- for security. We keep alarm codes listed on a separate file that is accessed by managers and leads only. Please note: Ecolistic Cleaning is not liable for clients being locked out of their homes. When in doubt, we lock up when leaving homes or offices.
For the health and wellbeing of our staff- if anyone in your home or office is sick with a contagious illness, we ask that you notify us immediately so that we can reschedule or cancel your cleaning. Please reschedule or cancel if anyone who will be present during your cleaning has tested positive or has been exposed to COVID. We still ask that clients wear masks when interacting with or are in the same room with our crew members. We will never send one of our crew members into your home or office if we know that they are ill/contagious. Since many clients are working and/or schooling remotely, we ask that you (and any children or pets) please avoid the areas where the cleaners are working so that crews can clean more efficiently. Please note: floors are highly trafficked areas that require intense cleaning or professional steam cleaning to return them to the level of cleanliness as the day they were installed. We are not a professional steam cleaning company.
We clean floors using the following method. First, we vacuum hard floors with DYSON vacuum cleaners on the bare floor setting. Second, we spot clean floors (as needed) with a microfiber cleaning cloth or the soft side of a sponge. Lastly, we mop floors (if included in the specifications you selected) using microfiber mop-heads that have been dampened and wrung out with hot water and we spray the floors with floor cleaner and mop using a hot mop-head. We mop the floor once (going with the grain on hardwood). Clients may pay an additional premium for multiple rounds of mopping, if they choose. We do not dry the floor. Clients may pay an additional premium for floor drying, if they choose.
*IF you are seeking floors that pass a white paper towel test (by wetting a paper towel to wipe the floor wanting the paper towel to come up clean), we suggest you contact a company that professionally steam cleans hard floors or choose a cleaning service that includes steam cleaning hard floors as part of their cleaning process/service.
Our Lead Natural Cleaning Specialists use the QuickBooks Time mobile app to clock their crews' time. The protocol for clocking time is as follows: crew clock in when we arrive at a job before the crew begins to unload the supplies from the vehicle and the lead clocks the crew out of a job once the crew has completed loading the cleaning supplies back into the vehicle.
For the safety and dignity of our staff- we do not clean human or pet bodily fluids, potentially infectious material, or biological hazards. We will clean regularly used bathrooms, but accidents or messes that are beyond normal home/office use need to be cleaned before we arrive. Our Natural Cleaning Specialists do not empty diaper pails or litter boxes. We cannot clean any home or office with any kind of transferable pest infestation, including but not limited to fleas, bedbugs, or lice due to the risk of spreading the pests to other clients or to our cleaners. If you fail to notify us about a transferable pest issue in advance of your cleaning, even if we leave shortly after arriving, you will be charged our minimum cleaning fee. We may also need to bill you for the professional cleaning of our vacuums.
Ecolistic Cleaning reserves the right to deny services if at any time we feel that the health and/or safety of our employees are in jeopardy. Additionally, Ecolistic Cleaning reserves the right to deny services if at any time we feel that our employees are not being treated with dignity and respect. Our Natural Cleaning Specialists work very hard and we are very serious about keeping them safe. Our worker's compensation insurance doesn't cover us lifting anything over 35 lbs. These types of activities put our employees in danger of back injury or could damage your flooring. If you would like us to clean behind heavy items like a refrigerator, oven, or sofa, please move them prior to the cleaning to allow access to the desired area. Additionally, we do not ask our employees to go higher than a 2-step ladder to clean high areas.
Initial cleanings are required before beginning routine services. All initial, thorough cleanings are charged at an hourly rate of $47.50/cleaning hour (per cleaner per hour). Our hourly rate for established residential clients is $42.50/cleaning hour (per cleaner per hour). After three routine cleanings, we are able to establish a routine cleaning rate or clients can continue to pay hourly for our services. Our hourly rate for established commercial/office clients is $45/cleaning hour (per cleaner per hour). We reassess rates regularly based on the average length of the time it takes a crew to clean your home or office and give at least 2 weeks' written notice before a new rate goes into effect. Our minimum cleaning fee is $140/cleaning. We are not the cheapest cleaning service in town. We often have a waitlist, so we are not able to haggle for pricing. Most of your fee goes directly to our Natural Cleaning Specialists. We pay above the living wage in all of our service areas to attract and keep high-quality staff. We use top-of-the-line green cleaning products. We do not use sub-contractors which means we pay unemployment insurance, workers' compensation, and taxes for all of our employees. We carry a comprehensive insurance policy and are happy to send you a certificate upon request.
Payments are due on the day of service. Commercial clients are billed monthly and payments are due no later than the first cleaning of the month. We ask that cleanings are paid on the day of service or pre-paid, as we do not offer cleanings on credit. Ecolistic Cleaning online payments are made securely through Intuit. You can pay with a checking account (an ACH payment), a debit or credit card, or Apple Pay. Routine cleaning clients will receive an invoice via email approximately two days before their regularly scheduled cleaning, although payments are not due until the day of service. Thank you in advance for paying for your cleanings in a timely manner! For bookkeeping purposes, we are no longer accepting cash or paper checks. If you are unable to pay online, please contact us at #888-432-6547 to make your payment over the phone. If you would like to leave a tip for the crew, our Natural Cleaning Specialists appreciate tips left in the form of cash. You can also tip by overpaying your invoice. The additional payment will be allocated to the cleaners who performed the service and they will get a note on their paycheck as well as an email letting them know that you tipped them. Returned Payment Fee: Ecolistic Cleaning reserves the right to charge an additional $35 fee for any returned payment.
Many of our residential clients have pets. Our staff has been chosen with friendliness to animals as a contributing factor. Although, please note, if your animal has a history of loud barking, growling, or biting- we ask that you place the animal in a secured area of your home or yard that we will NOT be cleaning. We respect our employees and do not want anyone to feel scared while in your home. Thank you for your understanding.
We do not share the information gathered through this website or any personal information with any other 3rd party. By using our services, clients agree not to hire or attempt to hire any employee of Ecolistic Cleaning or any affiliate of Ecolistic Cleaning at any time during the twelve months immediately prior to or after the termination of any person's employment with Ecolistic Cleaning, assist in such hiring by any other person, encourage any such employee to terminate his relationship with the Ecolistic Cleaning.
Ecolistic Cleaning does not require tipping, but it is a powerful way to say thank you to your service provider. If you would like to leave a tip for our Natural Cleaning Specialists, please try to leave cash. You can also tip the cleaners by simply overpaying your online invoice. Any additional amount paid on an invoice or check will be allocated to the Natural Cleaning Specialists who cleaned for you that day. Remember, your appreciation need not be monetary. A personal note from you can mean a great deal! We appreciate our clients... and we always are thankful when we are appreciated for our hard work.
A $50 travel surcharge applies to clients who live outside of our normal service areas (listed on the Service Areas page of our website).

If you have any questions or concerns about our company policies, please contact us using our Online Form on our Contact page, by clicking the Contact Info tab or call our main office at #888-4-ECOLISTIC.

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