Cobalt Clean Client Policies

We understand that schedules change and we do our best to work with yours. However, we reserve your time for you once the booking is confirmed and we never overbook. In order to pay our staff for their time and travel, we have a cancellation policy in place.

Bookings can be modified, rescheduled, or cancelled by the customer up to 24 hours in advance of the booking window. This is free of charge and can be done in the client portal.

However, any confirmed booking that is rescheduled or cancelled within 24 hours of the scheduled booking time will be charged up to 50% late cancellation fee. This is to ensure we can pay our staff for travel, time, and losing that reserved slot for the day. 

It is our sole mission to provide the best house cleaning experience in Las Vegas. All cleaning technicians are thoroughly trained to enforce this. Occasionally and without intention, our crews may miss something.

If after inspection, you find our technicians made a mistake, please contact us within 48 hours of service completion to allow us to correct the issue as soon as possible. Detailed and thorough documentation of concerning areas are required. We will then schedule our correction at our next available time.

Please keep in mind any out-of-range service requests, listed above. We will not comply with requests that do not meet the policies above. 

We do not charge your card until after service is complete. However, to ensure we can send our cleaners out, we must keep a card on file and place a hold 24 hrs before service.

Please note this hold is not a charge.

In uncommon cases, a job may take longer if size or condition of the home is different than expected. We use our professional estimation, experience, and thorough booking process to provide an accurate time duration for each job. If our staff arrive and the home is in different condition than described, or otherwise must take longer than what is estimated, we have two options:

1) Complete the work and bill for additional time per cleaner

2) Work on your priority areas for the estimated duration

Please be absolutely certain your home is accessible to our cleaning crew. Correct gate codes, key locations, and clear directions to the entrance of the home are required.

If you are not at home when we come to clean, please deactivate your security alarm prior to each scheduled visit and/or provide us with a code to access the property.

If our cleaning crews are unable to access your home within 30 minutes of arrival, or if our crew is turned away when they arrive (for any reason), a cancellation fee of up to 50% will be applied.

While homes may vary in organization and cleanliness, we expect our clients to provide a safe and navigable environment in order to maximize the productivity of our technicians. 

Please remove all items, clothing, toys, etc away from areas that you would like our cleaning technicians to service. If you prefer that our cleaning technicians remove these items for you, we will be happy to do so but keep in mind this may take time away from cleaning other areas of your home. You may also incur additional billing time if we must go over our original estimate.

We do not lift objects that weigh greater than 50 pounds. If you have any irreplaceable, collectable, or expensive objects, we ask that these items be secured or put away prior to service.

We will not entertain rude or disrespectful clients. Our cleaners work hard and are trained to be friendly and approachable. Please treat them with kindness. 

We reserve the right to refuse or cancel service to anyone.

Poaching or other attempts to hire our staff outside of Cobalt Clean are strictly prohibited and not tolerated.

We work extremely hard to screen, background check, vet, train, and manage our staff. Additionally, we pay well compared to other cleaning companies. We treat our staff with care, and we work hard to make their employment an enjoyable experience. Time and money resources are consumed to bring you a safe and efficient service.

Because of this, any and all attempts of poaching our staff will be documented and service will be canceled without possibility of refund. In addition, we may reject any future bookings with you. There are no exceptions.

Some of our cleaners have allergies to pet dander, hair, and debris. Please disclose, upon booking your appointment, if your home has/had pets to help keep our cleaners safe, healthy, and able to work.

Failure to disclose this information may result in same day cancellation, rescheduling of your booking, and up to 50% cancellation fee.

We strictly and solely provide house cleaning services. We do not provide restoration services or other out of scope requests. These requests will be politely declined in order to ensure the top safety and efficiency of our staff:

We do not clean outdoor areas. This includes exterior windows, porches, balconies, driveways, exterior walls, exterior ground surfaces, garages or roofs.

We do not clean animal or human waste/feces. This poses a significant hazardous risk to our staff. This is out of service and if present upon arrival, we reserve the right to cancel the appointment.

We do not carry or transport client trash. If your trash bins are not immediately accessible by our staff, your trash bags will be placed near the front door or gate after service is complete. Only our equipment goes back in our vehicle after service for your safety.

We do not clean or remove permanent stains. Our cleaning technicians are thoroughly trained to scrub, treat, and remove dirt effectively. However, if we cannot reasonably remove a stain, we consider it permanent and un-removable, and we will move on to different areas of the home. Refunds or re-cleans will not be provided for areas containing permanent stains or damage.

While we do our best to be inclusive of our clients in Las Vegas, there are some properties we will not service. This includes, but is not limited to:

• Trashed homes
• Hoarder homes
• Homes with strong odor (from nicotine, drugs, pets, etc)
• Homes with pests or rodents
• Other unsafe properties

If your property falls under this category upon arrival, our technicians are instructed to take pictures/videos to send to management for approval. If we determine your property falls under these categories, or our technicians feel unsafe in any way, they are instructed to pack all equipment and head back. Service is cancelled or rescheduled, and a $50.00 non-refundable fee is applied.

Our team are composed of background checked and thoroughly trained professionals. Still, accidents happen and there are specific protocols for all scenarios.

If property damage occurs during service, please contact us within 48 hours of service end date. Any claims after this period will not be accepted.

On certain cases, we work with insurance and law enforcement to ensure accurate information. This may involve an incident or police report. 

Cobalt Clean is not responsible for damage due to faulty or improper installation. Please inform us immediately if you are aware of any items in your home that require this type of attention. 

Cobalt Clean operates on arrival windows, not exact arrival times. This is to ensure we maintain the highest standards on every job, and to have set expectations on when we will arrive.

We understand certain appointments can take longer or shorter than expected, so we give our team room to operate with arrival windows. Please be patient if we have not yet arrived.

Because the cost of doing business rises annually, we reserve the option to adjust our cleaning fees on an annual basis. We give as much notice as possible when this must happen. Please understand we are conscious of our clients’ budgets, and only raise rates when our own costs go up. 

Cobalt Clean COVID-19 protocols are as follows:

What we’re doing

• Wash and sanitize hands between each service
• Use cleaning products that have anti-bacterial or disinfecting properties, unless plant-based products have been selected
• Cobalt Clean professionals must follow local mask mandates and guidelines
• Wear disposable gloves and/or shoe booties between service
• Fresh mop heads and cloths used for each service
• Service techs are instructed to stay home if they have a fever/feel ill for any reason

How you can help

• Maintain proper social distance while our professional is in your home
• If you or anyone in your home has tested positive for COVID-19, reschedule your booking to occur once you test negative. No cancellation fee will be applied.
• If you test positive within 3 days after booking, please notify us so we can take appropriate safety measures with our team

Thank you for your loyalty to Cobalt Clean, and for helping us keep you, your family, and our team safe.

We highly recommend recurring services for all clients to keep your home at maintenance level. Our system auto-reserves appointments for recurring clients to give priority and guarantee consistent scheduling for both client and our cleaners.

Recurring clients are able to reschedule the same week given a 48 hour notice or skip one recurring appointment.

If a recurring client needs to reschedule more than 2 appointments in a row, the home will no longer be considered in maintenance level, and the client agrees to forfeit their recurring discount and will be subjected to pay full price for their next clean.