Service Policies

If you're not completely satisfied, please notify us within 24 hours of your service and provide clear photo evidence. We will review your images alongside our cleaner's pre- and post-service documentation. If we determine that legitimate, sizable areas were overlooked, we will return to correct those specific issues before any refund is considered.

Please note, we do not send cleaners back for minor dust or small debris. Photos must clearly show obvious, egregious missed stains or noticeably unclean areas.

Our cleaners focus their time and energy on areas that genuinely need attention. If a surface or room is already clean or appears spotless, it will not be re-cleaned unless specifically requested. This approach ensures that your appointment time is used efficiently and allows our team to concentrate on the more demanding tasks that come with standard or deep cleaning services.

Our core expertise is cleaning — not decluttering, and not extermination. Every service we quote, including Standard Clean, Deep Clean, Post-Construction Clean, and Vacation Rental / Airbnb Turnover, is priced on the assumption that the property is a normal residence in ordinary condition: free of excessive clutter and free of insect or rodent infestation.

Our standard services do not include, and are not priced to include:

• Decluttering — removal, organization, or disposal of excessive personal belongings, accumulated trash, or hoarding conditions.
• Pest or insect remediation — treatment, removal, or cleaning of areas affected by bed bugs, roaches, rodents, or other pests. We are not exterminators.
• Biohazard remediation — cleaning of bodily fluids, mold, or other hazardous materials.

By booking any service with Gantry Prime Shine, you agree to tell us before we schedule the job if the property has any of the following:

• Clutter conditions — excessive accumulation of belongings, trash, or debris that would block access to the surfaces and areas being cleaned.
• Pest infestations — insects, rodents, or other vermin present in the property.
• Hazardous conditions — biohazards, mold, chemical hazards, broken glass, or structural concerns.

If our cleaner arrives and finds clutter, an infestation, or a hazardous condition that was not disclosed before booking, Gantry Prime Shine reserves the right to refuse the service entirely and depart, to clean only the areas that are safe and accessible at our discretion, or to re-quote the job at a higher price that reflects the additional labor, time, and risk involved.

In each of those cases you remain responsible for payment as set out below. This is because our cleaner has already traveled to your location with equipment and supplies, has reserved that time block exclusively for your job, and arrived expecting to earn their wage for it — time that was turned down for other paying clients.

These charges apply in place of, not in addition to, the standard fee described under our Cancellation Policy.

Decluttering is not part of any standard service, but we can take it on as a separate add-on when you request it in advance.

• Pricing — typically starts around $1,000 and is quoted based on the scope and severity of the condition.
• Preparation — our team must prepare in advance, including appropriate protective gear such as suits, gloves, and masks.
• Advance notice — required before the scheduled service date so we can allocate the right people, time, and equipment.

This policy exists first and foremost for the health and safety of our cleaning team, and we would rather explain it upfront than surprise anyone with it later.

Roaches, rodents, and other pests carry bacteria, allergens, and disease. Clutter hides mold, mildew, and biohazards that have grown undisturbed for long periods, and it creates harborage for bedbugs and vermin — a space can look manageable on the surface while concealing serious hazards underneath, hazards our cleaners would disturb without knowing.

Our cleaners go into homes so they can return safely to their own. They should not carry pests, eggs, or contaminants back to their families, children, or personal living spaces, and without prior notice and proper protective gear we are simply not equipped for that level of risk.

Many of our team members have genuine, reasonable fears about walking into an unknown infestation or hoarding situation. We refuse to put our staff in a position where they feel unsafe, unprepared, or unable to do their work with confidence — a cleaner who is frightened or under stress cannot deliver the standard of service we pride ourselves on.

We value transparency and fairness in both directions. This policy makes sure both parties understand the expectations before a job begins, and that our team's health and safety are never compromised because a condition went undisclosed.

Refunds are not issued automatically. They are considered only in cases where there is clear evidence that the cleaner failed to perform their duties—for example, leaving the property in significant disarray or missing large, highly visible stains or spots throughout the home. In such instances, a partial or full refund may be granted within 24 hours of receiving valid proof.

For less severe issues—such as minor missed spots, small stains, or leftover debris—we do not issue refunds, as no cleaning service is completely flawless, and minor imperfections can often be found upon close inspection. Instead, we will offer to send the same cleaner back at no additional charge to address any specific concerns you may have.

All claims must be supported by photo or video evidence from the client. Our team will compare this media with the cleaner's own documentation taken during or after the service. Based on this review, we will determine whether a return visit is justified.

Refunds will only be considered after we have had the opportunity to correct any missed areas. If, after a second cleaning, there is still evidence of extreme mess or clear neglect of duty, a partial or full refund may then be evaluated.

Cancellations made within 48 hours of the scheduled appointment may incur a fee. If the cleaner arrives and the client cancels, does not answer the door, or refuses entry, the client will be charged the greater of 50% of the job total or a $75 cancellation fee. This fee compensates for travel, equipment transport, and reserved scheduling time.

One exception: where we cancel because of an undisclosed clutter, pest, or hazardous condition, the higher fee set out under “If Undisclosed Conditions Are Found On Arrival” applies instead of the fee in this section.

Rescheduling within 48 hours of the appointment is subject to a $75 fee.

Same-day bookings: $50 fee. Bookings made within 48 hours: $25 expedited scheduling fee.

Changing the type of service within 48 hours of the appointment may incur a $50 fee, plus any applicable price difference.

Laundry, ironing, decluttering, organizing, and similar tasks are offered as separate add-on services and are priced independently. Decluttering carries its own requirements and pricing — see “Decluttering as an Add-On Service” above.

Quotes are based on the scope of work, not on hours worked. Hourly service is available only by mutual agreement between the company, the cleaner, and the client.

By booking any service with Gantry Prime Shine — whether Standard Clean, Deep Clean, Post-Construction Clean, or Vacation Rental / Airbnb Turnover — you acknowledge that you have read, understood, and agree to these Service Policies, including the Clutter, Pest & Biohazard sections above.

These policies are read together with our Terms & Conditions and Privacy Policy. Where a specific policy above addresses a situation, it governs that situation.