Cozy Peaks Cleaning policies

Scheduling & Availability

Cleaning appointments are subject to availability. A date submitted through the client portal or by phone, text, or email is a request until Cozy Peaks Cleaning confirms it. A confirmed appointment is the only appointment that is scheduled.

Please give us as much advance notice as possible for scheduling changes so we can keep our route and travel days workable for everyone.

• Rush and same-day requests are never guaranteed.
• When we are able to accept a rush or same-day request, additional charges may apply.

Cancellations & Rescheduling

We generally require at least 48 hours' notice to cancel or reschedule a confirmed cleaning. Short-notice cancellations may result in a cancellation fee, because the reserved time can rarely be refilled on a mountain travel day.

In the client portal, a request that has not yet been confirmed can be cancelled by you directly. Once an appointment is confirmed, please use "Request cancellation/change" instead of deleting it, so we can review the change and apply the correct policy.

Payments & Late Payments

Invoices are due on the date of service unless another arrangement has been approved in writing.

Clients receive a 7 calendar day grace period before a late fee is assessed. A $40 late fee applies to any balance remaining unpaid after the grace period, and additional fees are possible for continued nonpayment.

Future cleanings may be paused or cancelled until an outstanding balance is paid in full.

Airbnb and short-term-rental clients on an approved monthly billing arrangement must have the previous month paid before the following month's scheduled services proceed.

Add-ons, excessive-condition charges, rush fees, holiday rates, and services requested outside the original scope are added to the final invoice. Accepted payment methods are shown at invoicing.

Deposits

A 50% deposit is required to reserve all deep cleans, move-in/move-out cleans, and large or multi-day projects. The deposit holds your service date.

The deposit is applied toward the total service price, with the remaining balance due on the date of service. Deposit cancellation and rescheduling terms follow the cancellation policy above, and a deposit may be non-refundable according to the applicable agreement.

Initial Deep-Clean Requirement

A Deep Cleaning is required before recurring service begins. This applies to both residential clients and Airbnb/short-term-rental properties.

The initial Deep Cleaning establishes the property's cleanliness baseline. Recurring maintenance cleaning and turnover cleaning are designed to hold a standard, not to correct accumulated buildup, so the baseline has to be set first.

Required Six-Month Deep Cleans

Recurring residential clients: a professional Deep Cleaning is required at least once every six months so detail areas do not become progressively neglected while routine maintenance cleaning focuses on regular upkeep.

Airbnb and short-term-rental clients: a professional Deep Cleaning is required at least once every six months as part of maintaining Cozy Peaks Cleaning turnover standards.

These are required service standards for recurring clients, not optional decorative add-ons. They are scheduled and quoted with you in advance.

Maintenance Cleaning Limitations

Routine maintenance cleaning does not automatically include:

• Moving heavy furniture
• Standing on furniture or counters, or any unsafe elevated work
• Inside ovens
• Inside refrigerators
• Inside cabinets
• Heavy buildup restoration
• Detailed or high dusting outside the normal reachable maintenance scope
• Other tasks specifically classified as deep cleaning or add-ons

Add-Ons

Add-ons should be requested in advance whenever possible so we can reserve the time for them.

Same-day additions are subject to schedule availability and may need to be moved to your next cleaning. Add-on pricing can vary based on size, condition, quantity, and time required.

Individual deep-clean tasks may be selected as add-ons between scheduled Deep Cleans when applicable.

Property Condition / Excessive Cleaning

If the actual condition of a property is materially different from the condition described during quoting, Cozy Peaks Cleaning may adjust the scope, time, or price before completing additional work.

Excessive buildup, clutter, pet hair, trash, or unusual conditions may require additional labor charges or a Deep Cleaning.

Biohazard & Unsafe Conditions

Blood, vomit, urine, feces, animal waste, pest infestations, mold, hazardous materials, and other unsafe or specialty conditions are outside standard cleaning.

Cozy Peaks Cleaning may decline work that requires specialized remediation or licensed professionals. Where we agree to handle an eligible specialty condition, additional charges may apply.

Pets

We're happy to work in homes with pets. Clients are responsible for safely managing pets when necessary so cleaning can be completed without risk to the cleaner, the pet, or the property.

Access

Clients are responsible for providing reliable property access. The secure client portal may be used to store property-access instructions and credentials; access details are masked by default and every reveal is logged.

Missed access or lockouts may result in fees where applicable.

Weather & Mountain Travel

Because we serve mountain communities, severe weather, unsafe roads, road closures, or other dangerous travel conditions may require rescheduling.

Safety takes priority over maintaining a specific appointment time. We will contact you as early as we can and reschedule at the first workable opportunity.

Satisfaction & Concerns

If something from your scheduled cleaning was missed, contact us within 24 hours and we'll work with you to make it right.

Cozy Peaks should be given the opportunity to address a legitimate missed cleaning item. This policy is a commitment to correct our work; it is not an automatic refund policy.

Damage / Pre-Existing Conditions

Cozy Peaks Cleaning is not responsible for normal wear, pre-existing damage, improperly installed or unsecured items, fragile items that were not disclosed, or conditions requiring licensed trades to repair.

Please disclose unusually fragile or valuable items before service so we can work around them or leave them untouched.

Photos & Documentation

Cozy Peaks may document cleaning completion, damage, property conditions, supply levels, or unusual conditions with photographs when appropriate.

Private property photographs remain private and are not automatically used for marketing.

Holidays & Specialty Scheduling

Holiday, peak-season, and rush scheduling may be limited and may be priced differently from standard service.

Any holiday or rush rates in effect will be published here and confirmed in your estimate before the work is scheduled.

Policy Acceptance

Clients accept the current applicable policy version through the Cozy Peaks Client Portal. Acceptance is required before an estimate is finalized and before new cleaning requests are submitted.

We record the policy version, the date and time it was accepted, and the client account that accepted it. When policies are updated, previous acceptance records are preserved exactly as they were and are never overwritten.