HELPFUL INFORMATION

Frequently Asked Questions
& Service Policies

Everything you need to know before your cleaning, from preparing your home to payments, scheduling, pets and our satisfaction guarantee.

72+ Hours

No fee to reschedule

25–71 Hours

$50 per assigned team member

24 Hours or Less

Regular cleaning fee remains due

SERVICE POLICIES

What to Know
Before We Arrive

These policies allow us to provide dependable, high-quality cleaning while protecting our clients and team members.
Condition and Preparation of Your Home

Before we arrive, the interior of your home should be reasonably clear of clutter. Toys should be put away, laundry placed in baskets, the washer, closets or dressers, and dishes placed in the dishwasher or cabinets.

Surfaces covered with excessive clutter cannot be properly cleaned and may be skipped during the visit.

Scheduled Arrival and Completion Times

The condition of the home should be the same as or better than it was on the date of the original in-home estimate.

Please allow approximately one to two hours of flexibility before or after the estimated arrival time to account for unforeseen circumstances.

We will make every reasonable effort to arrive promptly. Additional services, traffic delays, weather, lockouts and earlier appointments may affect arrival and completion times.

Payment Policy

Payment is due immediately upon completion of every cleaning visit.

Marion’s reserves the right to refuse or reschedule service when payment is unavailable or an outstanding balance remains.

If payment is not available at the time of service, a $100 rescheduling fee may apply.

Rescheduling and Cancellation Policy

We require at least 72 hours’ notice if you need to change your scheduled cleaning appointment. Your appointment is reserved specifically for you, and our employees’ time is planned and scheduled well in advance.

Last-minute changes can create a significant cost because assigned team members must still be compensated for the time originally reserved for your home.

  • 72 hours or more: No rescheduling fee.
  • 25–71 hours: $50 per assigned team member. Two assigned employees would equal a $100 fee.
  • 24 hours or less: The regular cleaning fee remains due.

Additional charges may apply if the time between the original appointment and the rescheduled appointment becomes longer than your normal cleaning schedule.

For example, a home cleaned every four weeks generally requires more time than the same home cleaned every two weeks because more buildup occurs between visits.

We will make every effort to be reasonable and minimize additional charges while remaining fair to our scheduled team members.

To make a change, text 503-989-4004 or email [email protected] .

Pets in the Home

We love pets. However, Marion’s reserves the right to refuse service when an animal is considered dangerous or prevents our team from safely completing the cleaning.

Cats and other pets can become frightened by unfamiliar people, vacuums and cleaning equipment. We recommend placing pets in a secure, comfortable room with everything they need during the appointment.

Pets remaining inside the home will be protected to the best of our ability, but we cannot be responsible for their behavior while service is being performed.

We do not clean pet accidents, litter boxes, hamster cages or similar animal-related waste.

Occupants During Service

Anyone remaining in the home should avoid rooms while they are actively being cleaned.

Please move to another area and remain mindful of cords, hoses, wet floors and cleaning equipment. This protects both household occupants and our cleaning team.

Marion’s is not responsible for injuries caused by entering active work areas or interfering with cleaning equipment.

Keys, Access and Lockouts

Client keys are coded and safeguarded at all times. Keys are provided to the assigned team leader only on the scheduled service date.

If a key is lost, the client will be notified immediately and Marion’s will pay the reasonable replacement cost.

If our team cannot access the residence because the home is locked, a key was not left or an access code does not work, a $100 lockout fee may apply.

Damage, Breakage and Valuable Items

Any service concern or damage must be reported within 24 hours. Marion’s must be given an opportunity to inspect the affected area and verify the value of any damaged item.

Please secure or remove improperly mounted pictures, mirrors, shelves, blinds and other unstable items.

Decorative, fragile or irreplaceable items valued above $250 should be removed or identified before cleaning begins.

Marion’s cannot accept responsibility for items that were already damaged, unstable, improperly installed or likely to fall during ordinary cleaning.

Cleaning Products and Equipment

Our employees are trained to use Marion’s professional cleaning products and equipment.

If you require a particular product or tool, please discuss it with management in advance.

Client-requested products and tools must be available in the home at the beginning of every scheduled visit.

Air Conditioning During Warm Weather

Cleaning is physically demanding. During warm weather, our team may need to lower the thermostat to a safe and comfortable setting to prevent heat exhaustion, dizziness or fainting.

Returned Checks and Price Adjustments

A $25 fee applies to returned checks.

Marion’s reserves the right to adjust service prices when labor requirements, home conditions, cleaning frequency or operating costs change.

Our Satisfaction Guarantee

Our work is backed by a 24-hour satisfaction guarantee. If you have a concern, please contact us within 24 hours so we can inspect the area and arrange an appropriate correction.

Please secure cash, jewelry and other valuable personal items before your appointment.

Personal drawers and closed storage areas will not be opened unless they are specifically included in the agreed service.

COMMON QUESTIONS

Frequently
​Asked
​Questions

Learn more about estimates,
appointments, payment, security, cleaning supplies, and what to expect from your team.
How Much Will It Cost to Clean My House?

Every house is unique, and every cleaning fee is individually based. Factors that may affect your price include the size of your home, number of residents, number of pets, number of bathrooms and how often you want us to clean.

Will All House-Cleaning Visits Cost the Same Amount?

The first cleaning visit usually costs more because additional work may be required to bring the home up to our maintenance standards.

After the initial visit, recurring cleanings are generally charged at a flat rate. You will receive an estimate for both the initial cleaning and regular service after our assessment.

Do I Have to Be Home?

No. You may remain home or provide us with a key or another approved entry method.

Client keys are securely stored and only provided to the assigned team for the scheduled appointment.

Do You Guarantee a Day and Time for My Cleaning?

In most cases, we guarantee a specific cleaning day but not an exact arrival time. Cleaning requirements, traffic and earlier appointments may affect our schedule.

You may contact us on the day of service for an estimated arrival time.

What If I Need to Reschedule a House Cleaning?

Please text or call us before your scheduled cleaning day. We require at least 48 hours’ notice before your appointment.

Short-notice changes may result in a rescheduling or cancellation fee because your appointment time was reserved specifically for your home.

What If I Accidentally Lock Out the Crew?

If our cleaning team arrives and cannot enter your home, a lockout fee may be assessed.

Please provide a working key, lockbox, access code or another approved entry method.

What Should I Do About My Security or Alarm System?

Please make the necessary arrangements to give our team access to your home on your scheduled cleaning day.

Many clients provide a temporary or guest alarm code specifically for their cleaning appointments.

What Should I Do With My Pets During the Cleaning?

Please tell us about any pets in your home and provide any information that will help us safely complete the cleaning.

We prefer pets to remain secured away from the rooms being cleaned whenever possible.

Are My Valuables Safe?

Please secure cash, jewelry, heirlooms and irreplaceable items before your cleaning appointment.

A closed door, drawer or cabinet generally signals that the area should not be opened or cleaned.

How Shall I Pay for My House Cleaning?

You may pay by cash, check or credit card. Payment is due when service is completed.

A $25 fee applies to returned checks.

How Do I Know I Can Trust Your Staff?

Our employees are carefully screened, thoroughly trained and held to high standards for professionalism, reliability and attention to detail.

Marion’s is licensed, bonded and insured.

Do I Need to Provide Cleaning Equipment or Supplies?

No. We provide the professional cleaning products, tools and equipment needed to complete your service.

If you want us to use a special product, please discuss it with management before your appointment.

What Is Mildew and How Can I Get Rid of It?

Mildew is a fungus that grows in warm, moist areas with limited air circulation. It is commonly found around tubs, showers, sinks, toilets, grout and caulking.

Cleaning can slow mildew growth by removing soap residue, hair and other buildup. However, mildew may return when moisture and warmth remain present.

Long-term control requires ventilation, moisture reduction and keeping affected surfaces dry. An appropriate mildew treatment may also be needed on compatible surfaces.

Still Have Questions?

We're here to help. Whether you're scheduling your first cleaning,
have questions about our policies, or need to make changes to an upcoming appointment,
​our team is just a call or text away.