Scrub! Service Agreement
Scrub A Residential Cleaning Service Inc. — locally owned and operated in the Philadelphia area. Not a franchise, not a national chain.
Who's coming into your home
Every person who cleans your home is a Scrub! employee — not a contractor, not a gig worker. That means we carry them on our payroll, pay their taxes through our local office, and provide benefits and a livable wage. It costs us more. It's the whole point.
Before anyone is hired, they go through a multi-step screening process: an in-depth interview, an assessment designed for people working in occupied homes, a comprehensive background check, and reference checks.
We carry full liability insurance and workers' compensation coverage, so you're protected if something goes wrong during a visit.
Our guarantee
We want you delighted, not satisfied. If any part of your cleaning isn't right, tell us within 24 hours and we'll return within one business day to make it right at no charge.
We don't offer discounts or refunds — we fix the work instead. In our experience that's what people actually want, and it's the promise we can keep every time.
Your Cleaning Specialist
We assign you a regular Cleaning Specialist and work to keep them on your home every visit. Consistency is a real part of what you're paying for — someone who knows your home, your preferences, and where things go.
Illness, vacation, and scheduling conflicts happen. When we do need to send someone else, they're a fully trained Scrub! employee working from the notes and preferences on file for your home, and the quality standard doesn't change.
Communication: Cleaning Specialists won't call or text you from personal phones. On request, you'll get automated "on my way" and "done" texts from our office line. These are no-reply — for anything you need, contact the office.
Please don't hire our people directly. Soliciting a Scrub! employee for outside work violates this agreement and carries a finder's fee of up to six months' wages. We invest heavily in these folks, and this is how we protect that.
Reaching us
Phone: 215-821-9484 — Monday through Friday, 8:00 AM to 5:00 PM Eastern. Voicemail after hours.
Email: [email protected] — usually the fastest way to reach us. We check it more often than voicemail, including outside office hours, though we can't promise an immediate reply after 5:00 PM.
Reschedules, special requests, and questions all go through the office, not to your Cleaning Specialist.
Scheduling and access
We provide all equipment and supplies.
One favor: if you have a vacuum, we'd love to use yours. Many of our Cleaning Specialists travel by bus, and carrying a vacuum across the city is genuinely hard on them. Just let us know where you keep it. If you'd rather we bring our own, that's no problem at all — say the word.
We can't guarantee exact arrival times — the nature of the work makes that impossible. We can offer an AM or PM window on the day of service.
Your home needs to be accessible on your scheduled day. If you won't be home, we can arrange a lockbox (available for purchase). Your home also needs working electricity and water, and a comfortable temperature — our Cleaning Specialists work hard, and an unheated or uncooled house isn't safe for them.
Clearing clutter before we arrive means more of your time goes to actual cleaning.
If other work is happening in your home the same day — contractors, painters, movers — please tell us in advance. Other trades in the house affect how long a cleaning takes and can change the cost, and for safety we'd rather not have crews working around each other.
What we don't clean
- Excessively cluttered homes
- Bio-hazards
- Insect-infested homes
- Animal waste
- Unfinished basements
- Inside fireplaces
- Anything outdoors — patios, porches, roof decks, exterior windows
- Full sinks of dishes (available for an additional fee)
Our Cleaning Specialists don't move heavy objects and don't stand above the first step of a ladder.
A couple of things we skip on purpose:
We don't wash walls. It's one of the most common requests we get, and we've learned that washing can lift paint, leave streaks, and permanently mark flat finishes. We'll spot-treat a mark if you point it out, but we won't wash a whole wall — the risk of leaving your walls worse than we found them is too high.
We dust mini blinds rather than wiping them. Wet-wiping stains the cording, and once that happens there's no fixing it short of replacing the blinds.
Irreplaceable or highly fragile items are best handled by you. A full list of what is and isn't included in each service — plus our add-on pricing — is at scrub-it-clean.com/services.
Pets: We love them. Please secure any pet that might be aggressive or anxious with strangers in the house.
What we can't guarantee
Some things don't come out, and we'd rather say so now than disappoint you later.
Stains and buildup. Rust, mildew, and hard-water deposits often can't be removed by cleaning. We'll do what we can, but we don't guarantee results on damage that built up over time.
Sealed surfaces. We assume marble, granite, hardwood, concrete, and similar surfaces are properly sealed and ready to be cleaned. If anything in your home needs special care or a specific product, tell us before your first visit and we'll note it on your file.
Existing conditions. We aren't responsible for damage caused by faulty or improper installation — a loose fixture, an unsecured shelf, a wobbly towel bar. We also assume furniture sitting on wood floors has proper protection underneath.
If you have a surface you're worried about, point it out and we'll leave it alone. That's always an option.
Rescheduling, skipping, and cancelling
Life happens, and we'd always rather move a cleaning than lose it.
Rescheduling or skipping with at least 2 full business days' notice is free. Call or email the office and we'll find you another date, or skip the visit and hold your regular slot for next time.
"2 full business days" means the two weekday office days before your cleaning:
| Your cleaning is | Free to change until |
|---|---|
| Monday | Wednesday, 5:00 PM |
| Tuesday | Thursday, 5:00 PM |
| Wednesday | Friday, 5:00 PM |
| Thursday | Monday, 5:00 PM |
| Friday | Tuesday, 5:00 PM |
Inside that window, a skip fee applies: $70 for recurring cleanings, $100 for deep cleans and move-in/move-out services.
Same-day cancellations are charged the full cleaning rate.
The fees exist for one reason: your Cleaning Specialist reserved that day for you and we pay them for it either way.
Skipping a single visit
If you just don't need this one cleaning, skip it. Call or email the office at least 2 full business days ahead and we'll move you to your next scheduled visit — no fee, no change to your regular day or Cleaning Specialist. You don't have to cancel your service to skip a week.
Putting service on hold
If you're traveling, having work done on the house, or otherwise know you'll be away for a while, we can put your service on hold and hold your regular day and Cleaning Specialist for you.
We'll ask for the date you want to start back up. That date can move if plans change — just call us — but we do need one on the calendar to reserve your slot. If you're not sure when you'll want us back, it's cleaner to cancel and call us when you're ready; we'll get you on the schedule and there's no penalty for coming back.
Cancelling recurring service
- Call or email the office.
- We'll send you a short Cancellation Questionnaire.
- Complete it — this is what tells us why, and it's how we get better.
- We'll email you a confirmation that service has ended.
Service stays active until the questionnaire is completed and we've confirmed. Please don't assume a cancellation has gone through until you have that email.
Payment
Payment is due on the day of service, charged to the card on file.
Deep cleans and move-in/move-out cleanings require a non-refundable $100 deposit.
Sales tax applies at the rate for your address:
- Pennsylvania: 6%
- Philadelphia: 8% (6% state + 2% local)
- New Jersey: 6.625%
Tips are appreciated but never expected — cash, Venmo, or added to your invoice.
Damage and breakage
Accidents are rare, but they happen. We provide credit for incidental damage up to $500. Damage above that goes through your homeowner's insurance. Damage caused by our negligence is covered by our insurance.
We clean with our own approved products. If you ask us to use yours — bleach especially — you take on liability for any damage they cause.
Feedback and surveys
After every visit we send a one-question, one-click survey. It takes about ten seconds.
Please answer it. We use those scores to pay our Cleaning Specialists more — quality bonuses are tied directly to what you tell us — so a rating isn't just feedback, it's real money in the hands of the person who cleaned your home.
Photos
We may take photos or video for training and quality assurance. These focus on the areas we cleaned and exclude anything personally identifiable. Using our services implies consent.
To opt out, email [email protected] and we'll flag your account. You can do this at any time.
Terms
This agreement is the complete terms of service for Scrub! Residential Cleaning and replaces any earlier version.
We may update it from time to time. The current version lives at scrub-it-clean.com/terms, and we'll notify you by email of any material change to fees or cancellation terms.
By using our services, you agree to these terms. Please keep a copy for your records.
Scrub! Cleaning · 215-821-9484 · [email protected] · scrub-it-clean.com