Policies

Frequently Asked

Cancellations. Please give 48 hours’ notice to cancel or reschedule. Late cancellations or visits where we can’t get in are charged 50% of the visit price.

Satisfaction guarantee. If anything on our checklist was missed, tell us within 24 hours, and we’ll come back and re-clean it FREE.

Payment. A card is kept on file and charged after each visit. Balances unpaid after 15 days carry a $25 late fee.

Breakage. Accidents are reported to you the same day with photos. Kasa Cleaners is insured, licensed, and bonded.

Valuables and pets. Please put away cash, jewelry, and fragile keepsakes, and tell us where pets will be.

What we don’t do. Exterior cleaning of any kind, pressure washing, ladder work above a step stool, carpet shampooing, moving heavy furniture, and mold, flood, fire, or biohazard cleanup.

Ending service. Either of us can end recurring service with 7 days’ notice.

Home Access

How we get in. A key, a door code, a lockbox, or someone home to let us in. You choose.

Door codes. We prefer a code just for Kasa, so you can turn it off anytime without changing your own.

Keys. Each key is labeled with a number, never your name or address. Keys are kept locked and never left in a vehicle.

Codes. Door and alarm codes are stored securely and are never written on paper or shared outside Kasa.

Alarms. Please give us your alarm code and steps. If the alarm instructions are wrong and the alarm company charges a false-alarm fee, that fee is yours.

Lockouts. If we can’t get in at the scheduled time (wrong code, no key, alarm issue), the visit is charged 50% of the price.

Lost keys. If we lose your key, Kasa Cleaners pays to rekey the affected locks.

Ending service. Keys are returned within 7 days, and we delete your codes the day service ends.

Scheduling

Arrival window. We arrive within a 1-hour window and text you if we’re running late.

Waiting for access. If we can’t get in, we’ll call and wait 15 minutes. After that, the visit counts as a lockout (50% of the visit price).

How to cancel. Call or text (615) 538-8051. Notice is counted from when we receive your message.

Repeat late cancellations. Three late cancellations within 90 days may end recurring service.

Skipped visits. Recurring pricing assumes a regular schedule. If you skip two visits in a row, the next visit is priced as a deep clean.

Weather and holidays. If roads are unsafe, we’ll reschedule at no charge. Visits that fall on federal holidays move to the nearest open day.

Pricing

Home condition. Recurring prices assume normal upkeep. If a home needs much more time (heavy clutter, after a party or renovation, heavy pet hair), we’ll tell you the added cost before we start. Nothing extra is charged without your okay.

Price changes. We give at least 30 days’ notice before changing your rate.

Tipping. Tips are not required, but our cleaners always appreciate it.

Preparing Your Home

Utilities. Water, electricity, and hot water must be on. If they’re off, the visit counts as a lockout.

Damage claims. Please report damage within 48 hours and keep any broken item until we’ve seen it. We’ll repair, replace, or reimburse at fair value for damage we cause.

Illness. If anyone at home is sick with something contagious, let us know, and we’ll reschedule at no charge. Our cleaners stay home when sick, too.

Children. An adult must be home if anyone under 18 is home during the visit.

Safety. We may stop a visit in unsafe conditions (aggressive pets, hazards, harassment) and will explain why.

Texts

Texts. By booking, you agree to receive text messages about your visits. Reply STOP anytime to opt out.