Service Standards & Policies
A little preparation and a clear scope help us care for your property thoughtfully. Here is what to expect before we arrive. For quick answers, visit our FAQs.
Pet Policy
For the safety of your household, pets and our team, all pets must be safely secured and completely separated from the crew before arrival and throughout the entire service.
R&S has a no-contact-with-pets policy. Team members do not handle, supervise, feed, move, restrain or otherwise interact with pets. Customers remain responsible for keeping pets secured until service is complete.
If a pet is loose in an area requiring service, we may be unable to clean that area until you safely secure the animal.
Before Your Cleaning
These simple steps help our crew work safely and provide the best possible service:
Secure pets away from the crew; remove floor clutter and reasonably clear vanities and similar surfaces.
Provide access and parking instructions in advance. Disclose special surfaces or items during the Virtual Property Assessment.
Remove spoiled food before Inside Refrigerator service, unless otherwise addressed during assessment.
Normal cleaning trash is bagged and placed in available on-site property bins. R&S is not a junk-removal service.
What We Don’t Do
Clear boundaries help us maintain consistent quality and safety. Our services do not include:
Oven cleaning; laundry or linen service; organization or decluttering.
Dishwasher unloading or routine dishwashing.
Moving stoves or refrigerators to clean behind or underneath them.
Porch, balcony or patio cleaning.
Pet waste/fecal matter cleanup or hazardous/biohazard remediation.
Very light incidental dish handling—approximately five minutes or less—may occur where appropriate. Dishwashing is not a service. Deep Clean does not override these exclusions.
Payment & Booking
We do not take deposits. Full payment is required when your cleaning is scheduled/confirmed. Your cleaning is confirmed only after full payment and scheduling confirmation.
Rush/ASAP requests are subject to availability and may incur the $99 Rush / Custom Scheduling Fee. Paying the fee does not guarantee availability.
Refund Requests
Refund requests are reviewed individually. Romero & Sebastian determines eligibility based on the circumstances of each request. Submitting a refund request does not guarantee approval.