The fine print, in plain words.

How it works

The Kept House books, schedules and guarantees your cleaning. The cleaning itself is done by independent, insured cleaning companies we partner with and vet. You deal only with us: questions, changes and problems all come to us.

By booking online, by phone or by text, you agree to these terms.

Your price

Your price is set by the size of your home or office and how often we come. You see it before you book, and it doesn't change at the door.

Your first visit is a deep clean, so it costs more than the visits after it. Move-in and move-out prices are for an empty home.

If your home is bigger than the size you picked, we'll tell you the right price before we charge anything different.

We may raise prices once a year. We'll tell you at least 30 days before.

What's included — and what isn't

Each visit follows the written checklist for your service on our website. Extras, like the inside of the oven or fridge on a regular clean, are priced and confirmed with you before the visit.

We don't handle biohazards (blood, bodily fluids, or human or animal waste), mold, outside windows, carpet steam-cleaning, moving heavy furniture, or anything that needs a tall ladder or special equipment.

Getting in: keys, codes and pets

Please make sure your crew can get in during your arrival window — someone home, a door code, a lockbox or a key.

Door and alarm codes are kept only in our booking system, never on paper. Keys are labeled with a number, never your address. Tell us when a code changes and we'll update it the same day.

Please tell us about pets before the visit, and keep any pet that might bite or get out secured.

Changes, late cancellations and lockouts

Reschedule or cancel free up to 48 hours before your arrival window.

Inside 48 hours — or if your crew arrives and can't get in (a lockout) — the fee is 50% of that visit's price. It goes toward paying the crew who held that time for you.

If your usual crew is out, we'll tell you before the visit and send a vetted backup.

You can pause or skip visits instead of cancelling — for vacations or a busy month.

Paying

Nothing is charged when you book. After each visit, we send you an invoice, or charge the card you've given us. Payment is due when you receive it.

Tips are optional, and every tip goes to your crew.

Our make-it-right guarantee

Missed something? Tell us within 24 hours of the visit — a photo helps. The same crew comes back within 48 hours and fixes it, free.

If it's still not right, we'll give you a partial refund and a different crew.

Photos

Your crew takes photos of the kitchen and bathrooms when they finish, and of any damage they find. We use them only to check our work and handle claims. We never post them without your written permission.

If something is damaged

Crews report any damage to us right away, with photos. We'll call you the same day to explain what happens next.

Small items: we repair or replace them. Bigger damage: the crew's insurance responds first, and ours backs it up.

Outside of insurance, we cover up to $500 per visit. We don't cover damage that was already there, items that weren't secure (like loose fixtures or unstable furniture), or cash, jewelry and irreplaceable items left out. Please put those away before we come.

Please tell us about any damage within 24 hours of the visit.

If something seems to be missing

Tell us right away. Please check once more first — most missing items turn up.

We take every report seriously. We'll remove that crew from your home while we look into it, and we'll fully cooperate with any police report.

Hiring our crews directly

Our crews come to you through The Kept House. While you're a client, and for 12 months after your last visit, you agree not to hire any crew or cleaner we sent you — directly or through another company.

If you do, you agree to pay a placement fee of $1,500. This is what lets us keep finding, vetting and paying great crews.

Ending service

You can stop service anytime with 48 hours' notice. Just call, text or reply to any email.

We may end service, in writing, if a client harasses a crew, doesn't pay, or keeps disputing work that was done well.

Changes to these terms

If we change these terms, we'll post the new version here with a new date. The terms in place when you book a visit apply to that visit. These terms are governed by California law.

Questions

The Kept House, San Diego, California. Call or text (619) 904-9355.