Still have questions? Reach out directly — Katie answers every message within one business day.
We ask for at least 48 hours' notice to cancel, skip, or reschedule. Cancellations with less than 48 hours' notice are billed at $75. Same-day cancellations or no-shows are billed at $125. If a cancellation is due to illness and proper notice is given, fees are waived.
If weather or hazardous road conditions require postponement, we'll reach out to you promptly to reschedule — no fees apply.
Frequent last-minute cancellations may result in suspension or termination of recurring services. Your reserved time slot is held for you each visit, so consistency matters on both sides.
We bill by labor hour. Maintenance cleaning is $65/hr and deep cleaning (or add-on detail work) is $75/hr. A labor hour equals one cleaner working for one hour — so two cleaners for two hours equals four labor hours.
Yes — all appointments require a minimum of 3 labor hours. This lets us meet our quality standards while keeping scheduling efficient.
Most homes do. Before recurring service begins, we reset the home with an initial deep clean at $75/hr. After that, ongoing maintenance visits can stay efficient and consistent.
All recurring clients keep a valid credit or debit card on file, processed automatically on the day of service through Stripe. We also accept Venmo by request. We no longer accept paper checks.
Yes. Card details are entered directly into Stripe, our secure payment processor. Refresh + Reset does not store or have access to full card numbers.
A $50 late fee applies to any unpaid or declined balance not resolved within 5 business days, and services may be paused for overdue accounts.
Not at all. Most of our clients provide a key, lockbox, or door code. For safety, we won't enter through windows or unsecured access points. If we can't access the home at the scheduled time, a lockout fee may apply.
We love them — but for everyone's safety, anxious, aggressive, or unpredictable pets should be secured during service. Our team doesn't feed pets, let them in or out, or clean up pet waste, so please address any messes before we arrive.
Of course. We just ask that you avoid occupying the areas being cleaned so the team can work efficiently. If workflow is significantly disrupted, we may ask to relocate within the home or reschedule.
Kitchens, bathrooms, bedrooms, living areas, and laundry rooms — counters, fixtures, floors, mirrors, surfaces, garbage, and high-touch points like door knobs and light switches. See our Services page for the full checklist.
For liability reasons, we don't clean bodily fluids, mold, or hazardous materials, and we don't move heavy furniture or personal belongings.
Yes. Popular add-ons include interior oven, fridge, or pantry, stove hood, soap-scum removal, linen changes, and interior windows. Minor add-ons need at least 48 hours' notice; larger scope changes need 3 business days.
Always Katie Hardy — not the cleaners directly. Cleaners aren't authorized to adjust scope, pricing, or schedules on-site. Katie responds to every message within one business day.
Let us know within 24 hours and we'll return within 3 business days to address any missed areas at no additional charge.
Please let us know in advance. We may need to reschedule, or perform an After-Sick Care Clean (billed at $75/hr) with enhanced sanitation. Undisclosed illness discovered on arrival will be reclassified and billed accordingly.