Crew assignment and arrival
We assign the crew size needed for the confirmed scope, usually one to three cleaners. Arrival windows account for Downtown Austin parking, elevators, concierge desks, traffic, and prior appointments.
Company policy
Clear expectations for Austin homes, condos, and move-outs.
These policies help protect your home, our cleaners, and the schedule reserved for each visit. Final service terms can be confirmed during booking.
Right to refuse or stop service
We may refuse, pause, or end service for safety concerns, harassment, weapons, disconnected utilities, severe clutter, active pests, hazardous materials, or conditions outside normal residential cleaning.
Cleaning day preparation
Pricing assumes cleaners can focus on cleaning. Please clear floors, counters, tabletops, sinks, and priority surfaces before arrival. Organizing, dishes, laundry, or heavy pickup should be requested before the visit.
Pets
We work in pet-friendly homes. Please secure anxious, aggressive, or high-energy pets before arrival. If a pet prevents safe service, the visit may be skipped or shortened and a late cancellation or minimum visit fee may apply.
Pricing and service adjustments
Instant estimates are based on home size, bathrooms, service depth, add-ons, and frequency. Final pricing may change when the actual condition, access, or requested scope requires additional time.
Payment
Payment is due on the day of service unless another arrangement is confirmed in writing. Accepted payment methods may include card, ACH, or invoice payment depending on the booking setup.
Satisfaction and re-clean policy
We do not issue automatic refunds for completed cleaning time. If something included in the confirmed scope is missed, contact us within 24 hours with photos and notes so we can review and correct the issue when appropriate.
Recurring service discounts
Recurring pricing depends on keeping the agreed weekly, biweekly, or monthly cadence. Skipped visits, long pauses, major home changes, or repeated rescheduling may move the home to the correct current rate.
Rate changes
Rates may be reviewed when service frequency, home size, occupancy, pets, remodels, furniture, access, or cleaning needs change. Annual adjustments may also reflect labor, supply, insurance, and operating costs in Austin.
Lockouts and access
Please provide accurate entry instructions, gate codes, concierge notes, parking details, alarm instructions, and elevator access before the visit. If we cannot enter within 20 minutes, the appointment may be treated as a lockout.
Rescheduling and cancellations
Because a crew and route are reserved for your home, please cancel or reschedule at least 48 hours before the appointment. Late cancellations, lockouts, or same-day access issues may be charged up to 50% of the estimated visit.
Supplies and equipment
We bring professional supplies and equipment for standard residential cleaning. Low-scent preferences should be noted before the visit. If you ask us to use your products or vacuum, please have them ready.
Items and conditions we do not clean
We do not handle mold remediation, hoarding conditions, biohazards, bodily fluids, animal waste, pest infestations, exterior windows, high ladder work, construction debris, or hazardous materials.
Unreachable areas and heavy items
Cleaners do not climb higher than a standard step stool and do not move items over 35 pounds. Please move heavy furniture, appliances, fragile decor, and valuables before the visit if you want those areas cleaned.
Breakage, damage, and valuables
Please point out fragile items, heirlooms, artwork, loose fixtures, unstable furniture, or surfaces needing special care before cleaning begins. Report suspected breakage or damage within 24 hours.
Keys, codes, and security
Lockboxes, concierge access, smart locks, and door codes are preferred for unattended service. Hidden keys are used at the client’s risk. Please update us when codes, alarm instructions, or building access procedures change.
SMS and service messages
If you opt in to text messages, Limestone may send booking reminders, arrival updates, service confirmations, and account-related notices. Message and data rates may apply. Reply STOP to opt out or HELP for assistance.