Client Policies & Service Guidelines

Last updated: September 4, 2026

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Our goal is to provide dependable, high-quality cleaning while protecting our clients, their homes, and our cleaning professionals. By scheduling or accepting services with Sunshine Clean & Care LLC, the client acknowledges and agrees to the following policies.

Scheduling & Arrival Times

Appointments are scheduled for a designated arrival time or arrival window. While we make every effort to arrive on time, cleaning times can vary depending on the condition of homes scheduled before yours, traffic, weather, and other circumstances outside our control.

If we expect a significant delay, we will make every reasonable effort to notify you.

Cancellations & Rescheduling

We understand that plans change. We ask that clients provide at least 48 hours' notice when canceling or rescheduling an appointment.

Appointments canceled or rescheduled with less than 48 hours' notice may be subject to a cancellation fee.

Same-day cancellations, lockouts, or situations in which our cleaners arrive but are unable to perform the scheduled service may be charged up to the full scheduled service amount.

Exceptions for genuine emergencies may be made at the discretion of Sunshine Clean & Care LLC.

Access to the Property

Clients are responsible for providing safe and timely access to the property.

Please provide any necessary door codes, lockbox instructions, gate codes, keys, parking information, or community access instructions before your appointment.

If our cleaners cannot enter the property or begin working because access has not been provided, the appointment may be treated as a same-day cancellation.

Deposits & Booking

Certain services require a deposit to reserve the appointment. This may include deep cleanings, move-in/move-out cleanings, post-construction cleaning, large projects, first-time services, and other labor-intensive appointments.

An appointment requiring a deposit is not considered fully reserved until the deposit has been received.

Deposits may be applied toward the final service balance. Cancellation terms applicable to the deposit will be disclosed at booking.

Payment

Payment is due according to the terms shown on your estimate or invoice.

Clients may be required to maintain a valid payment method on file. When authorized as part of the booking agreement, outstanding balances may be charged to the payment method on file if payment has not been received within 48 hours following completion of service.

Additional services requested or approved during the appointment will be added to the final invoice.

Quotes & Property Condition

Our estimates are based on the information, photographs, videos, square footage, number of rooms, and description of the property's condition provided to us.

Quotes assume a standard and reasonable level of dirt and buildup for the service selected.

If we arrive and discover that the property requires substantially more labor than reasonably anticipated, including excessive buildup, heavy grease, excessive pet hair, construction dust, significant clutter, neglected surfaces, or other conditions not disclosed before booking, we reserve the right to adjust the price or scope of work.

Whenever reasonably possible, we will discuss the change with the client before proceeding.

If additional work is declined, our team will complete only the work reasonably covered by the original scope and price.

Scope of Service & Add-Ons

Only services included in the accepted quote, cleaning checklist, or work order are included in the scheduled price.

Items such as interior ovens, interior windows, wet cleaning of baseboards, patios, garages, dishes, laundry, extensive wall washing, pet-stain removal, organization, and other specialty services may be considered add-ons and require additional time and charges.

Please request add-ons before your appointment whenever possible so we can schedule enough time.

Where an item on this list is already part of the checklist for the service you booked, it is included at no extra charge. A deep clean, for example, includes the inside of the oven. See our pricing page for exactly what each service covers.

Preparing for Your Cleaning

We are happy to tidy normal everyday items as part of our service. However, excessive clutter can significantly reduce the amount of time available for actual cleaning.

Clients are encouraged to remove excessive clothing, toys, paperwork, dishes, and personal belongings from surfaces and floors before our arrival.

If substantial organization or pickup is necessary before surfaces can be cleaned, additional charges may apply, or certain areas may need to be skipped.

Valuables, Jewelry & Personal Property

We treat every client's belongings with care.

Please secure cash, jewelry, medications, important documents, firearms, collectibles, sentimental items, and other valuable or irreplaceable property before your cleaning.

Our cleaners will not open drawers, cabinets, purses, jewelry boxes, or other private storage areas unless cleaning inside that area is specifically included in the service.

If jewelry, money, or another personal item must be moved to clean a surface, it will be moved only as necessary and returned to the same location whenever reasonably possible.

Fragile & Unstable Items

Please notify us of fragile, antique, damaged, improperly mounted, or irreplaceable items before service.

Items that are already cracked, loose, unstable, improperly installed, excessively worn, or otherwise vulnerable to ordinary cleaning may be left untouched for safety.

Sunshine Clean & Care LLC is not responsible for damage resulting from normal wear and tear, deterioration, improper installation, manufacturer defects, or pre-existing damage.

Damage & Breakage

Sunshine Clean & Care LLC carries liability insurance and is bonded through Elite Business in Tampa, Florida.

Although we take great care in our clients' homes, accidents can happen.

Any concern regarding possible damage should be reported to Sunshine Clean & Care LLC as soon as possible, preferably within 24 hours of service, along with photographs when applicable.

We will review the circumstances and determine an appropriate resolution based on the specific situation and available documentation.

Please do not independently repair or discard an allegedly damaged item before giving us a reasonable opportunity to inspect or document it.

Satisfaction Guarantee

We want you to be happy with your cleaning.

If something included in your scheduled service was overlooked or not cleaned to our normal standard, please notify us within 24 hours of completion and provide photographs whenever possible.

When appropriate, Sunshine Clean & Care LLC will arrange to return and correct the specific area at no additional charge.

Because homes are actively lived in and surfaces can quickly become dirty again, concerns reported outside the 24-hour window may not qualify for complimentary corrective service.

Our satisfaction guarantee is a re-clean guarantee rather than an automatic refund policy. We must be given a reasonable opportunity to inspect and correct a legitimate service concern before any refund or credit is considered.

Full details are on our satisfaction guarantee page.

Pets

We love our clients' pets and use pet-conscious cleaning practices whenever possible.

However, clients are responsible for securing any animal that is aggressive, territorial, likely to escape, or may interfere with safe cleaning.

For everyone's safety, cleaners may refuse to enter or continue working in an area where an animal presents a safety concern.

Cleaning animal urine, feces, vomit, blood, litter boxes, or other biological waste is not included in standard cleaning services unless a specialty service has been specifically approved in advance.

Sunshine Clean & Care LLC is not responsible for a pet escaping when the pet has not been properly secured by the client.

Children & Other Occupants

For safety, children and other occupants should remain away from areas actively being cleaned.

Our team works with vacuums, cords, wet floors, cleaning products, and equipment that may create temporary hazards.

Clients are responsible for supervising children and other occupants during service.

Safe Working Conditions

Our cleaners have the right to work in a safe environment.

We reserve the right to refuse, discontinue, or reschedule service when conditions include aggressive animals, threatening or inappropriate behavior, weapons left unsecured, illegal activity, excessive indoor smoking during service, severe infestations, human or animal waste, hazardous materials, exposed needles, significant mold, structural hazards, unsafe temperatures, lack of running water or electricity, or any other condition we reasonably determine to be unsafe.

Our cleaners are never required to remain in a situation where they feel threatened or unsafe. We also track our cleaners with a GPS application for safety purposes. If a cleaner is at a location for longer than what is expected and they are unreachable, we reserve the right to contact you or the authorities to do a wellness check.

Heavy Furniture & Appliances

For the safety of our team and your property, cleaners are not required to move heavy furniture or appliances.

We will clean accessible areas around and underneath furniture whenever safely possible.

If the client would like an area beneath a heavy object cleaned, the object should be moved before our arrival unless moving it has been specifically arranged in advance.

Cleaning Products & Client-Provided Products

Sunshine Clean & Care LLC supplies professional cleaning products and equipment appropriate for the scheduled service.

We maintain a no-bleach cleaning policy for our standard services.

Clients requesting that we use a specific product must notify us in advance. Sunshine Clean & Care LLC reserves the right to decline products we believe are unsafe, incompatible with a surface, improperly labeled, or unsuitable for professional use.

When a client specifically requests or supplies a product contrary to our recommendation, additional limitations may apply regarding damage caused by that product.

Specialty & Delicate Surfaces

Certain materials, including natural stone, unsealed surfaces, specialty metals, painted cabinetry, refinished tubs, delicate flooring, antique wood, and specialty coatings, require specific care.

Clients are responsible for notifying us of manufacturer instructions or special treatments that are not reasonably apparent.

When we are uncertain whether a product or cleaning method is safe for a particular surface, we reserve the right to avoid cleaning that surface until proper care instructions can be confirmed.

Post-Construction & Renovation Cleaning

Construction and renovation dust is extremely fine and can remain airborne or hidden within HVAC systems, vents, ceilings, walls, fixtures, and unfinished construction areas.

Even after thorough HEPA vacuuming and wet cleaning, construction dust may continue to settle after our team leaves.

For this reason, post-construction and mid-construction cleaning does not guarantee that a property will remain completely dust-free following service.

Additional cleaning visits may be necessary after construction activity continues, HVAC systems operate, or remaining airborne dust settles.

Any construction work performed after our cleaning may require additional cleaning and will be considered a separate service.

Short-Term Rentals & Airbnb Turnovers

Turnover services are based on the agreed checklist and scheduled checkout and check-in window.

Laundry, bed preparation, outdoor areas, grills, hot tubs, pools, saunas, cold plunges, excessive trash, excessive dishes, guest damage, excessive messes, and restocking are included only when specifically stated in the property's service agreement.

Conditions beyond a normal guest turnover may result in additional charges.

Property owners or managers should promptly notify Sunshine Clean & Care LLC of changes to access instructions, checkout times, check-in times, property requirements, or inventory expectations.

Recurring Cleaning Pricing

Recurring rates are based partly on the frequency of service.

Weekly, biweekly, and monthly pricing assumes the property will continue to be serviced at approximately the agreed interval.

If appointments are repeatedly skipped or the time between cleanings increases substantially, additional buildup may require additional time and a temporary or permanent price adjustment.

Recurring service does not guarantee that the same individual cleaner will be assigned to every appointment.

Service Photos

Our cleaners may take before-and-after photographs to document property condition, completed work, damage, unusual conditions, or quality-control concerns.

Photos containing identifiable personal information will not be used publicly without appropriate permission.

Marketing photographs, when authorized, should avoid displaying sensitive personal information, family photographs, addresses, financial documents, or other identifying details.

Weather, Emergencies & Unavoidable Delays

Florida weather, severe storms, hurricanes, flooding, road closures, vehicle emergencies, illness, and other unexpected circumstances may occasionally require us to delay or reschedule service.

The safety of our clients and team comes first. When Sunshine Clean & Care LLC must reschedule an appointment because of circumstances outside our reasonable control, the client will not be charged a cancellation fee.

Respectful Workplace Policy

Sunshine Clean & Care LLC maintains a respectful workplace for everyone.

Harassment, discrimination, sexual comments, intimidation, threats, aggressive behavior, or inappropriate conduct toward our cleaners will not be tolerated.

Service may be terminated immediately if a cleaner is subjected to inappropriate or unsafe behavior.

Direct Hiring & Solicitation of Cleaners

Our cleaning professionals and subcontractors represent a significant investment in recruiting, training, scheduling, and business operations.

Clients may not privately solicit or hire a Sunshine Clean & Care LLC cleaner or subcontractor to perform cleaning services outside the company in violation of applicable contractual restrictions.

Any applicable non-solicitation terms, fees, or buyout provisions will be governed by the client's or contractor's applicable written agreement.

Right to Refuse or Terminate Service

Sunshine Clean & Care LLC reserves the right to decline or discontinue service when a property, client request, or working condition falls outside our service capabilities or policies.

We also reserve the right to discontinue recurring service due to repeated late payments, repeated last-minute cancellations, unsafe conditions, inappropriate conduct, unrealistic expectations, or repeated violations of company policies.

Whenever practical, we will communicate the reason before terminating future service.

Policy Acceptance

By accepting an estimate, paying a deposit, scheduling an appointment, maintaining a recurring appointment, or allowing Sunshine Clean & Care LLC to begin work, the client acknowledges and accepts the policies applicable to the scheduled service.

Individual estimates, contracts, or written service agreements may contain additional terms specific to a particular property or project. When there is a conflict, the specifically agreed written terms for that project will control.

See also our Terms & Conditions and our Privacy Policy.

Sunshine Clean & Care LLC

Clean you can feel. Care you can trust.

Phone: 727-207-2119