Customer Assistance

Service Agreement


Welcome to Clean Theory DMV. Whether this is your first or one hundredth clean, we are happy to be working with you! We take pride in our client relationships and understand how much of a privilege it is to be entrusted to work in your home or business.



Clean Theory DMV aims to be flexible, understanding and accommodating at all times. To make our relationship simpler and avoid any surprises going forward, we have created this information sheet. Please refer to it for any information, or if you prefer to contact us, we are just a phone call, email or text away!



All employees at Clean Theory DMV are bonded and insured. All employees also have passed a criminal background check and drug screening.



Clean Theory DMV will provide all products and equipment (solutions, rags, brooms, mops, vacuums, etc.) unless otherwise requested. However, we do request each home provide a toilet brush for sanitary reasons as we do not carry these in between households. We dust and clean all hard surfaces and items on them, but we DO NOT CLEAN ELECTRONICS such as televisions and computer screens. Washing dishes is typically not included in our cleanings, but can be added for an additional fee.



The products we use are all natural, non-toxic and eco-friendly therefore safe for elders, children and pets. None of our cleaning products contain chlorine bleach, ammonia, or formaldehyde, but rather ingredients from the original source: Mother Nature.  Using natural cleaners affords you the power of effective cleaning, stain-lifting, deodorizing, and disinfecting without the danger of harsh chemicals.


Note: For hard areas to clean, we do use commercial grade cleaners. Not all are natural and eco-friendly. If you do not prefer us to use these, please let us know.



Any obvious body fluids from both humans and animals will be strictly avoided. Areas with pest infestations including mice will be avoided. If unsanitary conditions or items are encountered, we reserve the right to immediately vacate the premises and request full payment.



Our employees are direct hires, all hold valid work authorization and have gone through a strict interview process to assure the safety of our customers. Our cleaners are known to have all provided several references, and are honest and reliable. Each recurring clean will have a dedicated clean assigned to them.  If you would like to request a particular cleaner, we will do our best to accommodate although all requests may not be able to be fulfilled each and every cleaning due to situations such as illness or vacation days.



Each clean is scheduled precisely on the day and time to best accommodate your schedule. Please be cognizant that your favorite cleaner may also be someone else’s favorite cleaner and we may not be able to accommodate changes immediately.



Before and After pictures will be taken at ALL locations for any services. These will be attached to customer files, for insurance purposes. We may use some pictures on social media accounts and websites, for promotional reasons, however we will ALWAYS ask for your permission prior to doing so.



All pricing is discussed prior to any cleaning services by Clean Theory DMV. During the booking process you will be asked to provide your payment details and your card will be authorized to secure your appointment.  Clean Theory DMV only accepts credit/debit cards as form of payment. A hold will be placed on your account (for authorization) one (1) day before service in the amount of your total balance. THIS HOLD IS NOT A CHARGE. Payment is processed after the cleaning is completed and you will receive an invoice via email once this occurs. Unless otherwise noted, payment information must be collected from all customers and authorized prior to job starting. If your service is cancelled for any reason, this hold will be released within 2-5 days.



You may cancel or reschedule your service up to 24 hours before your appointment to avoid the 25% penalty. To cancel our services completely, we require a written request at least 2 weeks prior to your next recurring appointment.



Clean Theory DMV does NOT provide REFUNDS. If YOU are not satisfied, WE are not satisfied.  After the service, we ask you perform the mandatory walk through inspection with your cleaning team. As a guideline, please use our cleaning checklist during the walk through. If you are not 100% satisfied with the work performed, our team is happy to re-clean any missed areas per your request, FREE OF CHARGE at the TIME OF SERVICE.  Please inspect CAREFULLY.  After the walk through is completed, Clean Theory DMV’s services are considered complete and any additional services will be charged accordingly. In an event where clients are unable to perform the walk through due to not being home, not available or simply choose not to perform the walk through inspection, our SATISFACTION GUARANTEE will be considered null and void.  Pro Tip!: For a Move-Out Cleaning, we HIGHLY RECOMMEND you invite your landlord to the walk through inspection with the cleaners.



We straighten up and make your bed.  Light organizing is included (picking up items that are in our way), if your home needs specific decluttering and organizing please select the organization add-on.  We recommend a Deep Cleaning for the first visit in order to get your home prepared for ongoing maintenance.  All trash should be thrown out, laundry should be picked up and dishes should be washed prior to our arrival unless included in your cleaning. We empty any waste baskets and take out any trash when we leave.



Reaching High Areas – We cannot guarantee we can reach areas higher than 6′ ft. Due to liability & safety reasons, our teams are not able to climb on ladders or reach high areas.


Moving Large Appliances – We are happy to clean around or underneath your large appliances, however due to liability reasons, our cleaners are not able to move them. If you would like us to clean beneath or behind large appliances, we kindly ask that you please move large appliances for us.


Interior Window Cleaning – Windows should be accessible via 2-3 step ladder. Due to liability & safety reasons, our teams are not able to climb on large ladders or reach high areas.


Screen Cleaning – We request that the customer remove screens for our cleaners. Due to liability reasons our teams are not able to detach and/or install window screens.