Customer Resource
Clear expectations. Consistent service. A cleaner home.
At Aquino’s Cleaning Services, we want every cleaning experience to feel simple, professional, and dependable. These guidelines explain what you can expect from our team and how you can help us provide the best possible service for your home or business.
Who We Are
Aquino’s Cleaning Services LLC provides professional residential and commercial cleaning services.
Our team generally brings the standard cleaning products and equipment needed for the scheduled service unless another arrangement has been approved in advance.
Scheduling
Appointments are scheduled according to a few key factors:
Because our teams travel between clients, arrival times may sometimes be provided as a time window.
Traffic, weather, or an earlier appointment taking longer than expected can occasionally affect arrival time. If there is a significant delay, we will make reasonable efforts to keep you informed.
Cleaning Scope
The cleaning team will follow the service and scope approved for your appointment. Deep cleaning, recurring maintenance cleaning, move-in/move-out cleaning, post-construction cleaning, and commercial cleaning each have different scopes and levels of detail.
Additional services requested on the day of service can only be completed when sufficient time is available.
If an additional charge applies, you will be informed and must approve it before the extra work is performed.
If the property is in a condition significantly different from the information used to prepare the estimate, the cleaning team will contact Aquino’s Cleaning Services management before continuing.
The scope, required time, or price may need to be reviewed with you before additional work is performed.
Important Policy
We understand that plans can change. To protect the time reserved for your cleaning team and keep our schedule fair for all clients, the following policy applies.
2 Days or More Before
$0
No cancellation fee
1 Day Before
50%
of the scheduled cleaning price
Same-Day Cancellation
100%
of the scheduled cleaning price
Recurring clients who need to skip a scheduled visit are subject to the same notice requirements.
Property Access
Clients are responsible for ensuring that our cleaning team can access the property at the scheduled appointment time.
If you will not be home, access may be provided through:
If our team arrives and cannot access the property, 100% of the scheduled cleaning price will be charged.
Before We Arrive
To help our team use the scheduled time for cleaning, please pick up or organize loose items before our arrival whenever possible.
Unexpected clutter or conditions may limit access to surfaces and affect how much cleaning can be completed during the scheduled visit.
Aquino’s Cleaning Services generally provides the cleaning products and equipment required for your scheduled service.
If you would like a specific product used, please let us know before the appointment.
Customer-provided products may be used when agreed upon, but any instructions or special surface requirements must be clearly communicated in advance.
Friendly and non-aggressive pets may remain in the home during your cleaning. Please let us know in advance about any pet-related concerns.
If a pet displays aggressive behavior, creates a safety concern, or prevents the team from safely completing the service, the team will contact Aquino’s Cleaning Services management for instructions.
Safety
These limits help keep our team, your home, and your belongings safe.
Our team may use a step ladder with a maximum of 4 steps. Areas that cannot be safely reached within this limit may not be cleaned.
Furniture is moved only when it is light enough to move safely. Lightweight sofas, small furniture, or dressers may be moved when practical.
Refrigerators and other heavy items will not be moved.
If the team encounters an unsafe condition at the property, Aquino’s Cleaning Services management will be contacted before proceeding.
Before your cleaning, please secure:
If an item requires special handling or an area requires special care, please let us know before the cleaning begins.
We take great care while working inside our clients’ homes and businesses.
If an accident, breakage, or damage occurs during the service, the incident will be communicated to you as soon as possible.
When Aquino’s Cleaning Services is responsible for the damage, we will take responsibility and work with you to resolve the situation as promptly and reasonably as possible.
Our Promise
Please report quality concerns within 24 hours after completion of your cleaning.
Our goal is to have the opportunity to correct a service concern promptly.
Payments
Payment is due at the completion of the scheduled service unless another arrangement has been approved in advance.
Any approved additional service or adjustment to the cleaning scope may result in an additional charge that will be communicated to you.
Accepted payment methods
Card payment may also be available when necessary.
Photos or videos may occasionally be useful for:
Your privacy comes first. Client authorization must be requested before photos or videos are used publicly for marketing or promotional purposes, including social media, Google, the website, or advertising.
Scheduling changes, special instructions, access information, service concerns, and requests for additional services should be communicated directly to Aquino’s Cleaning Services. This allows us to:
Please do not rely only on instructions given directly to an individual cleaner.
Service Decisions
If the cleaning team encounters a situation that may be unsafe, they will contact Aquino’s Cleaning Services management before proceeding.
Examples include
We’re Here to Help
Whether you need to update your service, provide special instructions, ask a question, or request an additional cleaning service, our team is happy to help.
These guidelines describe company operating policies and service expectations. They are not intended to replace a service agreement or legal advice.
Aquino’s Cleaning Services provides maid services to homeowners and business owners in PA & NJ.
Business Hours
Monday to Friday
8:00 AM to 6:00 PM
Satisfaction Guarantee
