Customer Service Policy

Please provide at least 24 hours’ notice to cancel or reschedule an appointment.

Cancellations or rescheduling requests made less than 24 hours before the appointment are subject to a $50 fee per scheduled cleaner.

The fee must be paid within 24 hours of cancellation via Zelle, Venmo, or Cash App. If payment is not received within 24 hours, the outstanding fee may be charged to the card on file in accordance with the client’s payment authorization.

All outstanding balances must be paid before a new appointment can be confirmed.

We accept Zelle, Venmo, Cash App, and credit/debit cards.

A valid card on file is required to confirm and maintain a booking. Clients have 24 hours after completion of the cleaning to submit payment via Zelle, Venmo, or Cash App.

If payment is not received within 24 hours, the outstanding amount due for the appointment may be charged to the card on file in accordance with the client’s payment authorization. This may include the agreed cleaning price, approved add-ons or additional services, and applicable policy fees.

Our cleaning professionals may take before-and-after photos for quality control, service documentation, training, and resolution of service-related concerns or disputes. Photos are handled with respect for client privacy and are not intended for public use without appropriate permission.

If you are not satisfied with any part of your cleaning, please contact us within 24 hours after service and identify the areas of concern.

When appropriate, we will arrange to correct the affected areas at no additional cleaning charge. Clients must provide Brilliant Clean Home a reasonable opportunity to address the issue. A complaint does not automatically result in a refund or cancel payment for services already performed.

Prices are based on the property condition, size, service type, and information provided at booking. If the actual condition or scope of work differs substantially, additional time, services, or charges may be required. We will make reasonable efforts to communicate material changes before performing work outside the originally agreed scope.

Please remove clothing, toys, personal belongings, and unnecessary items from floors and surfaces before your appointment.

If more than 50% of a surface is covered with personal belongings or clutter during a flat-rate service, our cleaning professionals will clean the accessible areas around the items and are not required to move, sort, organize, or rearrange them. Decluttering and organizing are separate services and must be requested in advance.

Please secure valuable, fragile, irreplaceable, or sentimental items before service.

Hand-washing dishes, changing bed linens and laundry (wash, dry, and fold) are available as add-ons. Organizing, additional dishwashing, and other add-ons may require additional time and charges. Prices are confirmed with the office; please request add-ons in advance whenever possible.