Scheduling & Cancellation

• A 20% deposit is required upon first-time scheduling. This deposit is fully refundable if the cancellation is made at least 24 hours before the scheduled service time. If cancellation occurs within 24 hours of the service, the deposit becomes non-refundable. Please note: if the service is rescheduled, your deposit will be applied to the new appointment date.

• Recurring Services: You can cancel recurring services at any time with no cancellation fees. If a recurring service is canceled twice within a 12-month period, the discounted pricing will be removed. To resume services, you will need to re-enroll at the regular price and the recurring service period will restart. Please note that rescheduling a recurring service appointment does not count as a cancellation and will not affect your eligibility for discounted pricing. We reserve the right to remove any customer from the recurring service program due to repeated misuse of the discounted pricing or other actions that disrupt the intended use of the program.

Service Fees

• The quoted price is based on the general condition of the home.
• Homes with excessive clutter (which significantly impedes cleaning efficiency) may require a deep cleaning service for an additional fee.
• Excessive Clutter Fee may be applied to homes with excessive clutter that requires additional cleaning time. This includes situations where clutter significantly reduces counter and living space.
• For Hoarding Situations: We understand that some situations may require a customized cleaning plan. Please contact us to discuss your specific needs and receive a personalized quote.
• Homes with excessive dirt and grime will be evaluated before cleaning. Deep cleaning or an additional cleaning service may be recommended.
• One-time cleaning services pricing:
  Basic Services 1500 sqft. & below – $200.00
  Basic Services 1600 sqft. to 2500 sq ft. – $250.00
  Basic Services: 2,600 sqft. to 3,500 sq ft. – $300.00
  Deep Services 1500 sqft. & below – $350.00
  Deep Services 1600 sqft. to 2500 sqft. – $400.00
  Deep Services: 2,600 sqft. to 3,500 sqft. – $500.00
  Move-in/out Services 1500 sqft. & below – $400.00
  Move-in/out Services 1600 sqft. to 2500 sqft. – $570.00
  Move-in/out Services 2600 sqft. to 3500 sqft. – $700.00
  Customized cleaning services start at $150.00
  All homes larger than 3,500 sqft and end-of-construction cleaning require prices to be determined by a walk-through only.

Payment Terms:

• Payment is due in full upon completion of service unless other arrangements are previously agreed upon.
• We accept cash, credit cards, debit cards, PayPal, Cash App, and checks made payable to “Sonoma Cleaning Services.”
• A late fee of $10.00 per day will be applied to any outstanding balance after 48 hours of the due date.
• A $25 fee will be charged for returned checks.
• For first-time appointments, a 20% deposit is required at the time of booking. Deposits are non-refundable for cancellations with less than 24 hours notice.

• Special Introductory Discount for Recurring Cleaning Services:

  1. Customers who book recurring cleaning services (weekly, bi-weekly, or monthly) will receive a special introductory discount applied to the remaining cleaning services during their second appointment payment.
  2. This discount can be combined with any other offers (unless stated) and is only valid for the initial agreement of services (i.e., agreement on deep cleaning & then regular cleaning bi-weekly, will have to issue a different coupon & different agreement for the service change).
  3. Please note that the specific discount amount will be provided at the time of the second appointment invoice – the coupon applied to the second payment will offset the rest of the appointment invoices and what was originally paid. (Please note that this is for the first-time appointments only.)
  4. Discounts for recurring services:
     Basic Cleaning weekly – $80.00 OFF
     Basic Cleaning bi-weekly – $60.00 OFF (starting July 2025)
     Basic Cleaning monthly – $20.00 OFF
     Basic Cleaning termly – $10.00 OFF
     Deep Cleaning combined with basic cleaning weekly – $180.00 OFF
     Deep Cleaning combined with basic cleaning bi-weekly – $150.00 OFF
     Deep Cleaning combined with basic cleaning monthly – $100.00 OFF
     Deep Cleaning every term – $30.00 OFF

*Please note that the recurring services discounts are lost if you miss two cleanings in six months.*

By booking services with Sonoma Cleaning, you agree to the following responsibilities:

1. Accurate Booking Information: It is the customer’s responsibility to provide accurate and complete information during the booking process regarding your home’s size, condition, and specific service requirements. This ensures we can allocate the appropriate time, resources, and pricing for your cleaning service. Providing honest and precise information is crucial for a smooth and effective cleaning experience. Inaccurate or misleading information may lead to adjustments in service scope, pricing, or rescheduling, and could result in the inability to complete the service.

2. Initial Deep Clean Surcharge (For Homes Not Professionally Deep Cleaned Within 36 Months): This surcharge applies to homes that have not received a professional deep cleaning service within the last 36 months. Its purpose is to account for the additional time, effort, and specialized products often required to bring such homes to our professional standard.

   • Tiered Application:
     
     • Tier 1: Select “1” if your home has not been professionally deep-cleaned within the past 12 months.
     • Tier 2: Select “2” if your home has not been professionally deep cleaned within the past 13 to 24 months.
     • Tier 3: Select “3” if your home has not been professionally deep cleaned within the past 25 to 36 months.
   • Homes Not Deep Cleaned in Over 36 Months: If your home has not been professionally deep cleaned in more than 36 months (3 years), or if you are unsure, you must contact us directly before booking to discuss specific requirements and receive an accurate quote. Failure to disclose this information may result in service refusal or additional charges upon arrival.

3. Scheduling with Adequate Notice: Please provide at least 24 hours’ notice to reschedule or cancel cleaning appointments.

4. Essential Utilities (Running Water & Electricity): Please ensure running water and working electricity are available during our service times.

5. Property Readiness (Temperature): Temperatures ranging from the low 70s Fahrenheit during summer heat to the high 70s during winter are present throughout our scheduled service.

6. Securing Children & Pets: During cleaning time, please secure children & pets in a safe and secure location.

7. Emptying the Dishwasher: Customers are responsible for emptying the dishwasher before our arrival. If a dishwasher is unavailable, please hand-wash dishes or let us know in advance for alternative arrangements (we don’t mind washing a few items in the sink – less than 5 items to be precise).

8. Dishes Left in Sink (Optional Fee): A $15 fee will be applied for washing dishes left in the sink, but only with the customer’s prior consent.

9. Bedding for Replacement (Recurring, Deep & Customized Cleaning): Please place out bedding sheets that need to be used for replacement during recurring, deep, and customized cleaning appointments only.

10. Securing Valuables: It is the customer’s responsibility to secure valuables and fragile items in a designated, off-limits area during cleaning.

11. Wall Hangings: We recommend that wall hangings be securely fastened to prevent accidental damage.

12. Personal Care Items: Please put away personal care items and medications to avoid accidental contact with cleaning products.

13. Noting Off-Limit Areas: Please inform us of any areas that should be off-limits to cleaning.

14. Providing Special Instructions: Please provide any areas requiring special focus and instructions for the cleaning crew during scheduling.

15. Smoke Damage and Odor Removal Policy: Sonoma Cleaning Services offers professional general residential cleaning.Please note the following regarding properties affected by smoke:
    
     
    • Exclusion from our Services: Our cleaning services are not designed for, nor do they guarantee, the complete removal of smoke residue or deeply embedded smoke odors. Tobacco smoke, fire smoke, and other pervasive odors permeate porous surfaces (including, but not limited to, walls, ceilings, paint, carpets, upholstery, window treatments, and HVAC systems) and often require specialized remediation techniques, equipment (e.g., ozone generators, thermal foggers), and chemicals.
    • Assessment for Light Smoke: For homes with very light, non-persistent smoke odors (e.g., from occasional recreational use, not long-term heavy smoking), we may, at our sole discretion, offer an initial assessment. If we deem the odor to be within a remediable scope for our team, we will provide a separate, custom quote and clearly outline the expected outcomes. Please be advised that complete odor elimination may still not be guaranteed even in lighter cases, as some odors can be deeply entrenched.
    • Severe Smoke Damage: In cases of moderate to heavy smoke residue, discoloration, or persistent strong odors, Sonoma Cleaning Services reserves the right to decline service or recommend that the client first engage a certified smoke remediation or restoration specialist. Attempting to clean severe smoke damage without proper protocols can often worsen the problem by spreading residue or embedding odors further.
    • Client Responsibility: The client understands and agrees that for properties identified as having significant smoke contamination, seeking professional smoke remediation is their responsibility prior to or instead of engaging our general cleaning services. We are not liable for any lingering odors or unsatisfactory results related to smoke if the property has not undergone professional smoke remediation.

***We do not provide services in homes with exotic pets, infestations of pests or mold, or environments hazardous to our cleaners. We reserve the right to discontinue service in homes where the customer or any member of the household/guest creates a hostile work environment for our cleaners.***   

Free Cleaning Giveaways

• It is a four-hour cleaning by three cleaners. 
• We may do a deep cleaning on a 1200 sqft. and do a basic cleaning on a 3500 sqft.
• When the home is bigger than the given hours, the homeowner chooses which room is a priority for them. 
• All other terms of operation are applicable except for the payment section. 

Our Responsibilities

• We will provide all the necessary cleaning products and equipment for the scheduled cleaning service (customers may provide the vacuum or any tools they prefer to limit cross-contamination), but if they don’t have one or the vacuum provided is not working well, we will use the company’s vacuum.
• Our standard cleaning services include vacuuming, mopping, dusting, cleaning bathrooms and kitchens (including externally wiping down appliances if applicable), externally wiping down surfaces, and emptying trash cans (check our services for a detailed list).
• The quoted price is based on the general condition of the home and an estimated time to complete the cleaning service. If the cleaning takes longer due to unforeseen circumstances, we will notify you before exceeding the estimated time and discuss any additional charges that may apply.
• Deep cleaning service is everything on the standard cleaning plus more: it includes thorough cleaning in & out of all kitchen appliances; dusting & wiping the blinds & baseboard; and steam cleaning the floors. (For grout cleaning: please notify us of any extreme build-up dirt on your grout; there may be an additional fee if the customer needs detailed cleaning of it.) Please note that we don’t scrub the grout or declutter the fridge – we only clean it under this package. Therefore, remove all unwanted items, expired foods, and magnets before our arrival. (For those with Samsung fridges or any counterintuitive appliances – please let us know in advance by emailing us the instructions at support@sonomacleaningservices.com or disabling fixtures that need cleaning for us on the assignment day.) Please remove toilet seats if they are not quick-release. If not, we will clean them as best as possible without removal. Click here for more information.
• We have a 100% Satisfaction Guarantee
• To schedule appointments, ask questions, or raise concerns, you can reach us by phone at 575-448-8886, on a booking form, or by email at info@sonomacleaningservices.com.

 Accidental Damage Policy

While our team is trained to be meticulous, accidents can happen. Should an item be damaged during our cleaning service, please notify us within 72 hours of the service so we can assess the situation.

• Valued at $50 or Less: For items with a replacement or repair value of $50 or under, we will apply a credit equivalent to the damage value to your upcoming cleaning invoice.
• Valued Over $50: If the damage exceeds $50, we will follow a different procedure. This may include filing a claim with our business liability insurance or issuing a payment directly from a special account established for handling such occurrences. Our goal is to resolve these matters efficiently, fairly, and document them accordingly.
  
  Photo Release And Usage Clause
• Agreeing to the terms and conditions, the Client hereby grants Sonoma Cleaning Services an irrevocable permission to capture the before and after photographic images and/or videos of the Client’s property, specifically focusing on “before” and “after” perspectives related to the cleaning and/or related services provided by the Company.

100% Satisfaction Guarantee

We are committed to providing you with a top-quality cleaning service that meets your expectations. If, for any reason, you are not entirely satisfied with the cleaning service provided, we will happily rectify the situation.

What We Guarantee:

• We will return to your property within 48 hours of notification to re-clean any areas that you are not satisfied with, free of charge.
• To ensure a re-clean meets your expectations, please provide specific details about the areas requiring attention during your initial notification.

What’s Not Included:

• Damage caused by pre-existing conditions (e.g., stained carpets, broken fixtures).
• Requests for additional services beyond what was agreed upon in the initial booking.
• Unsanitary conditions requiring biohazard cleaning (additional fees may apply in such cases).

How to Report Issues:

To report any concerns about the cleaning service or the cleaning team, please contact us within 24 hours of the completion of the cleaning by phone at 575-448-8886 or email at support@sonomacleaningservices.com. We will promptly address your concerns and schedule a re-clean at your earliest convenience.

Observed Holidays

Sonoma Cleaning Services will not operate on the following recognized holidays:

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Christmas Day
  Additionally, we are closed for the entire week of Christmas to accommodate our college student employees who travel for the holidays.