Our Policies
Updated: January 1, 2024
By accepting our quote, you agree to our cleaning policies below. Check back occasionally as we may update these policies at our discretion.
100% Satisfaction Guarantee:
We do our best to meet or exceed your expectations. If you’re not satisfied with the job we did, please notify us within 24 hours of service completion, and we’ll return and complete the job to your satisfaction.
1.1 Good Communication: The best way to assure that you receive excellent service, is to let us know how you’d like us to improve, what you’d like done differently or to let us know you’re extremely satisfied with your service! Feel free to call/text or email us at any time, and we’ll make sure that if you have concerns or requests, they are taken care of immediately. We do not give refunds for services.
1.2 First Time Cleaning: During your initial cleaning, we will do our best to get to every task on our checklist. There are times, however, that the cleaning may take us longer than expected and we may not get to everything on the list. If you are interested in sending a list of your top priorities, we will ensure those are done. If we do not receive a list of your priorities, we always make sure that the kitchen, bathrooms and floors are cleaned thoroughly. This is only in the event that timing becomes and issue. We will let you know asap if there are things left for the next appointment. Please note: When dusting a home during a first time cleaning, it may kick up dust that has the potential to resettle after we leave, especially once the AC turns on. This is normal and doesn’t mean that we didn’t dust. It takes time to keep dust at bay and we will continue to dust each visit until it’s at a minimum.
1.3 Damage Present Upon Arrival: We have to be extra cautious around already damaged areas. If there is damage to your baseboards, we will gently wipe them but not scrub them. If there is missing grout in your shower, we will gently clean around it but not scrub that area. Please understand that due to liability issues, the areas surrounding already damaged areas will be cleaned gently, or avoided altogether.
2.1 Preparation for Your Appointment: In order for us to clean effectively, we ask that major clutter be put away before your visit. This ensures that we are able to clean effectively with the time we have allotted for your property. However, if you'd rather us do the picking up, we’re glad to help, and offer MAID SERVICE in addition to the cleaning service quoted. If you expect us to be doing much picking up, please let us know when you schedule service. Otherwise, it may reduce the time spent on other cleaning tasks or there will be an extra fee billed through email for the extra time spent straightening up. This includes a sink full of dishes, kids toys, picking up trash around the home, gathering used cups, plates, bowls, etc. The price of these extra services will depend on the amount of time we are spending in your home taking care of these tasks before we can start cleaning. A few things here or there is normal and expected, however, if we are spending too much time picking up before we can clean, we will let you know and ask how you would like to move forward. Edited for clarity on 4/28/2022
2.2 Areas That We May Be Unable To Clean: Certain areas of the home may require chemical agents that we do not use. These specific things are not included in our service:
Excessive Hard Water Buildup On Glass or Ceramic
Rust Stains on Tile, Ceramic, Marble or Granite
Inside Blue Ceramic Ovens (we do our best with these but they are not guaranteed to be brand new looking)
Stained Silicone Caulking
Clogged Shower or Sink Drains
Mineral Build-up in Toilet Bowl Pipe Hole (we can get the majority of the mineral build up in the bowl itself but it’s not guaranteed.)
3.1 Laundry/Linens: Laundry is not included in any of our cleaning checklists but may be added as an add-on. Please visit our Add-Ons page for pricing. If you would like us to change bed linens please place the clean linens on the edge of the dresser/bed so the cleaner knows to change them. Otherwise, we will make the bed with what is available on the bed. We will place dirty linens in a hamper or on top of your washer, whichever is visible/available. We cannot wait for linens to wash/dry, unless your original quote includes laundry/maid services so please have a clean set available for us when we arrive.
4.1 Illness in the Home: If your household is experiencing an illness, please let us know and we will skip your cleaning. If you are an occasional client or someone wanting a one time clean, we will reschedule you as soon as possible. If you are a recurring client, we may not be able to find a spot in our immediate schedule and may need to skip this clean and resume at your next scheduled appointment. Although we require a 48 hour last minute cancellation notice, we will waive your cancellation fee one time in the event of sudden illness.
5.1 Infestations: Please inform us immediately if your home is infested with roaches, head lice or bed bugs. We will reschedule with you as soon as you're cleared of the infestation. We are unable to service your home if it’s experiencing any kind of active bug infestation.
6.1 Pricing: The quote that is sent to you through e-mail is good for 30 days. Once accepted, the price quoted will remain the same for 1 year with regular service. After 6 months, we will reevaluate our business costs and adjust if necessary. If your price goes up, you will be notified with a 60 day notice.
6.2 Payment: We accept cash, debit/credit (sent via online invoice), Cash App, PayPal, Venmo and Zelle. Payment is due in full at time of service.
If paying with cash or check, please leave your payment on the kitchen counter or table. All cash must be labeled with Nature's Broom.
If paying through Cash, App, PayPal, Venmo or Zelle, please send payment prior to service time or before we leave your home.
If paying by mail, either auto bank check or personal check, please send payment via mail before your scheduled appointment.
If you are paying through online invoice (sent through text or e-mail), payment is due day of service. These invoices are sent after we complete your clean. You are given a 3 day grace period before a late fee is automatically added. A late fee of $35 every 10 days will apply. *Please note: if your payment is 30 days past due, it is subject to collections or a Theft of Services claim in small claims court.
If you want to set up automatic payments, you can add your card through your Client Portal and as soon as we complete your job, our system will charge your card.
If you forget to leave payment, we’d be happy to send you an online invoice (our most popular pay option).
If a past due invoice is not paid 48 hours prior to your next scheduled appointment, we will pause your service until your payment is up to date and then you may be required to keep your card on file via your Client Portal.
6.3 Payment Information:
Mailing Address:
Nature’s Broom of SWFL
10471 6 Mile Cypress Pkwy/Ben C Pratt
Suite 400-4
Fort Myers, FL 33966
PayPal E-mail:
naturesbroomswfl@gmail.com
Venmo Information:
@natures-broom
Cash App:
$naturesbroom
Zelle Information:
239-410-8907
Gift Certificates/Cards: We offer gift cards through Square. Check out our gift certificate page here.
7.1 Cancellations and Re-Scheduling: You’re welcome to cancel or re-schedule with at least 48 hour notice. We work for weeks on our upcoming schedule to ensure that all clients get their preferred day and time. We take very few new clients and with minimal notice, it puts a large window of time in our day that we are unable to fill. When you cancel on short notice, we then have to find something to do during that regularly scheduled cleaning, costing time and money. When we schedule your cleaning job we reserve that time for you and you alone, and turn other business away. We charge a $50 last minute cancellation fee. However, we waive this fee for the first occurrence, especially if someone in the home is sick.
8.1 Estimated Arrival Time: Although our system sends you an arrival time, it is only an estimate. Our staff will call or text to let you know if they’re significantly off schedule (more than 15 minutes early or late). While we schedule for travel time, we can’t control traffic conditions, and earlier clients’ appointments may take more or less time than scheduled, or be cancelled. We will send you an “on-the-way” text to give you notice of our arrival.
You may request a “first appointment of the day”, and we’ll accommodate you if available (even with these, traffic sometimes trips us up!). We’ll also try to accommodate requests for “not before” or “not after” a specific time. It is not required that you be home when we arrive. We only need a way of entry.
8.2 Keys and Entry: We strongly encourage our ongoing clients to supply us with a key or garage code for entry. We keep keys and codes in our office in a lockbox, and give them out only on your cleaning day. In the unlikely event that a key is lost, we’ll notify you immediately and pay for key replacement. Providing us with a key adds convenience, and helps to avoid unintended lockout fees. If we are locked out and need to wait until someone comes to open the door, we charge $1 per minute we need to wait. At this time, we are unable to wait longer than 20 minutes. We charge a $50 fee if we’re locked out and unable to enter the premises for a scheduled appointment. This fee is NOT applied if we are given access to the premises within 20 minutes.
8.3 Duration of Regularly Scheduled Appointments: The amount of time spent cleaning may vary somewhat from appointment to appointment. If we find that we’re spending more time than anticipated, we may need to increase your fee. We’ll contact you at that time and come to a mutual agreement. Please fill out our Add-On form if you’d like to add cleaning tasks to your next appointment, so that we can adjust the time and fee accordingly. You’re always welcome to prioritize tasks for your cleaner(s). We are happy to clean while you're home but are much more efficient when we have full access to your home. If there are a lot of people home, or we have to wait for you to finish a task before we are able to clean, while the rest of the home is done, there may be additional fees.
8.4 Having the Same Team: Most of the time, you’ll have the same team servicing your home. Occasionally we’ll substitute when necessary, for illness, vacation, turnover, etc. We may need to substitute during busy holidays, although we try to avoid this. With all substitutions, we’ll do our best to send at least one person who already knows your home.
9.1 Safety Precautions –
* We cannot use ladders other than the small step ladder we provide, or climb up on any furniture. Our staff carries extension poles to reach high areas.
* We will not lift or move heavy items (>20lbs). This includes moving furniture. We can move small side tables or couches that slide easily but we are unable to move beds, wall units or any other heavy furniture. If you request that a piece of furniture be moved, we are not responsible if the furniture scratches the flooring.
* We will not clean up human or pet waste, blood or bodily fluids. If there is pet feces or urine on the floor that we are unable to see before cleaning the floors, there is a $35 fee to sanitize our equipment.
* We will not restrain or attempt to move an aggressive or barking dog. If your pet is aggressive or uncomfortable with strangers, please restrain her/him before our cleaner(s) arrive. Otherwise we may not be able to provide service, and you may be charged a late cancellation fee.
*We will not use your cleaning supplies or equipment. Our cleaning staff is fully trained with our equipment and supplies. We cannot guarantee any job that's completed without using our own supplies or cleaners.
* We will not disturb an area that is actively being used by children or pets. If children/pets are present while staff are working, please ensure they are kept safe from our products and equipment. If children/pets are in an area that still needs to be serviced, we will skip that area. We cannot be responsible for asking children/pets to move, be careful on wet floors, etc. and cannot backtrack to complete an area that had been skipped, unless previously discussed and agreed upon, prior to our arrival.
10.1 Products we use We are very diligent about using products that are rated with an A through the Environmental Working Group. This means that they are free of toxins for you and your family and are rated with the best rating available. We occasionally change our products as companies change their values and their rating changes from an A to a B-F.
10.2 Specialized Cleaning will be sub-contracted to a company that we have on call. Specialized cleaning includes carpet, 2nd story windows, deep grout/tile, pressure washing, etc. We recommend these services to be done yearly to avoid excess buildup of dirt/debris.
10.3 Bleach- there are very few times where bleach is necessary. We aren't afraid to use our products with a little bit of elbow grease to get mold and messes cleaned. There are, however, rare occasions (i.e extreme mold in the shower) where the risks of using a small amount of bleach outweigh the health concerns of you and/or our team breathing in the mold as we clean. We will only use bleach when we feel there is no other way around it.
11.1 Tipping: Tipping your cleaner(s) is optional but always welcome. Tips may be given directly to your cleaner(s) or added to your check or invoice and they will be given directly to the team servicing your home.
12.1 Breakage or Damage: We train our staff to take extra care with your belongings, however occasional accidents do happen. Our staff is instructed to report breakage or damage immediately to the office and to you if you’re available. In the event that we unintentionally damage something of yours, we will offer to replace, fix or reimburse item/s damaged. If something is unintentionally damaged without our knowledge, please let us know within 24 hours of your appointment. We do not take responsibility for damage not reported within this time frame.
Except for cases of intentional damage, Nature’s Broom of SWFL’s total liability for other property damage is limited to a refund of the amount paid for the cleaning service rendered on the date that the damage occurred. Nature’s Broom of SWFL, at its sole discretion, and without admitting liability, may offer to replace or repair the property, in lieu of a refund. Nature’s Broom of SWFL will choose the method, manner, and person or persons to perform or supply such repair or replacement.
You are responsible for letting us know if there are valuable or irreplaceable items such as heirlooms, so that we can instruct our staff not to touch them. We cannot take responsibility for cleaning these items or for damage to them if they have not been pointed out to us.
We cannot take responsibility for damage to items that were broken because they were not properly attached or secured (for example, a hanging picture that was improperly attached to the wall), or items that had prior damage.
We are fully insured and can provide proof of insurance upon request.
12.2 Suspected Theft: We screen our staff carefully upon hiring. Theft by household workers is rare, and usually items believed to be stolen are eventually found in the home. Most people are honest, however we can’t guarantee that theft will never happen, and we want to assure you that we’ll cooperate in any way we can in the event that you suspect that our staff has taken something from your home. If you suspect a theft has taken place:
– Contact us immediately so that we can talk with our staff. They may have seen the item, or the conversation may give us additional useful information.
– Search your home carefully.
– If you conclude that the item has been stolen, we urge you to contact your local Police and request an investigation.
We know that the police frequently do not follow up on this sort of report, so we strongly urge, as a precaution, that you keep your valuables out of sight and in a safe location.
13.1 Holidays: We do not provide service on the following holidays. If you have a cleaning appointment scheduled on these days, we will more than likely need to skip that appointment and pick up at your normally scheduled day.
Christmas Eve (12/24)
Christmas Day (12/25)
Thanksgiving Day
During the holiday seasons, we are often on a wait list. If you are planning on skipping your regularly scheduled appointment during the holidays (November 20-Jan 2), we request that you give us a 7 day notice. This helps us solidify our holiday schedule and gives those on our waiting list an opportunity for a clean home during the busy holiday season. If you are looking for an additional holiday cleaning (not a regular maintenance cleaning), holiday pricing will be applied. Holiday pricing for one time cleans or an additional cleaning will be raised by 50%.
*We only service the following holidays by special appointment ONLY and they must be scheduled 15 days in advance, if we have room*
Memorial Day
Labor Day
4th of July
New Year’s Day (01/01)
*POST HOLIDAY CLEANING MAY RESULT IN ADDITIONAL FEES IF YOUR HOME IS NOT IN THE NORMAL CONDITION IT'S IN DURING YOUR REGULAR APPOINTMENTS THROUGHOUT THE YEAR*
14.1 Natural Disasters:
In the event of a natural disaster (i.e. hurricane, flooding, etc), we will do our best to keep in contact with you before cancelling any upcoming appointments. When things settle down post-disaster, we will contact you as soon as possible to continue your service. Any appointment that is normally on the schedule is first priority. All rescheduled or continuously cancelled appointments will be added in as we can fit them on to the schedule. If your appointment is cancelled due to the threat of a storm, we will more than likely need to cancel the appointment altogether and pick up at your next scheduled visit. We understand that it takes time to get back to normal after disasters and all late fees will be waived for 30 days following a natural disaster. If there is extra work involved in cleaning your home after a disaster, there may be an extra fee.
15.1 Vacations:
If you are planning a vacation, please let us know as soon as possible so we can take you off the schedule and offer those dates to someone on our waiting list. If you are skipping more than 2 appointments and want to keep your normally scheduled day/time, we require a fee equivalent to 1 cleaning service to hold that space for you and not offer it to any other recurring new client. If you are flexible on your day and time upon your return to our schedule, no fee will apply.
Occasionally our staff takes vacations, particularly during the holidays and summers. Please be patient with us if we are short staffed and your day or time is requested to be changed.
*This agreement is subject to change at any time without notice so please check back occasionally for changes. Our business is always learning, growing and evolving so our policies do too! :)