While we will work with you to choose an “ideal” appointment day and time for your cleaning on the schedule, you will need to be flexible and expect that your cleaning may be moved on short notice.

Participation in our Flex Program is only valid for 6 months at which time we may choose to either extend or suspend your flex client status based on availability.

We only accept weekly or bi-weekly schedules for our Flex Program. This helps us ensure that we have consistent and frequent work for our cleaning techs.

Yes, of course. You can opt-out at any time with no hard feelings on our part. However, you may not be able to re-enroll should you change your mind in the future.

No. Your enrollment in the Flex Program comes with the condition that you will not leave us a negative review, but instead give us the feedback and the opportunity to make things right with a re-clean. Our work is always guaranteed, but a refund would be a last resort for a flex client.

This program is available by invitation only, but please feel free to submit a candidate so we can invite them if we have openings. Flex Program pricing should remain confidential.

No problem! We will do our best to move you to a day that works for you, provided that you give us two full business days’ notice. Worst case scenario, we skip your cleaning for that time.

Please provide 48 hours-notice of cancellation or date change requests. Excessive cancellations without notice may result in a cancellation fee and in cancelling you from the Flex Program.

The purpose of this policy is to outline the terms under which a client can cancel a service without penalty. This helps us better manage our scheduling and ensures clients understand what constitutes a valid cancellation.

We request that clients provide at least 36 hours’ notice for cancellations or rescheduling, which can be done via phone, text message, or e-mail.

Failure to provide sufficient notice will result in a $50 cancellation fee. Additionally, the fee may apply in cases of inaccessible properties, lack of running water or electricity, or unsafe working conditions for our staff.

Last-minute cancellations due to emergencies will be considered without penalty, as long as the client communicates with us before our cleaning crew arrives at the address.

Clients are allowed up to three (3) cancellations per year without incurring charges. After this limit, any further cancellations may result in fees.

If we need to cancel due to scheduling constraints, staffing, or equipment issues, we will notify the client and reschedule for the next available day.

A property is considered inaccessible if our cleaning crew cannot enter, either due to location issues or locked premises. Unsafe conditions include pest infestations, mold, rodent droppings, unstable flooring, or any other situation that poses a risk to the health and safety of our team.

No. Requesting additional services or privately hiring our cleaning professionals without Top&Shine’s consent will result in a $2500 fine.

If a valuable item is damaged, clients must report it to Top&Shine within 24 hours of the cleaning, providing proof of the damage. We will have seven (7) days to address and resolve the issue.

Yes, we provide all necessary cleaning equipment and supplies, except for paper towels and trash bags, which must be provided by the client. If clients prefer specific brands of products, we encourage them to purchase those items.