Client Guidelines

Welcome information and service policies

Version 03 | 2026-06

Welcome

Welcome to Vero Beach Cleaning by Sandra. Allowing a team into your home, office, or property is an act of trust, and we value that trust at every visit.

Our goal is to deliver more than cleaning. We want to provide a feeling of care, calm, organization, and well-being. A clean home is not only more beautiful; it is also lighter, more comfortable, and more pleasant to live in.

These guidelines were created to ensure a clear, professional, and smooth experience for both the client and our team.

About the Company

Vero Beach Cleaning by Sandra is a licensed and insured cleaning company serving homes, apartments, offices, and Airbnb properties.

We work with a focus on:

  • Trust
  • Punctuality
  • Care
  • Attention to detail
  • Clear communication
  • Professionalism
  • Client well-being

Our team follows organized processes, internal checklists, and quality standards to ensure consistency in every service.

Services Offered

Vero Beach Cleaning by Sandra offers the following services:

  • Regular Cleaning
  • Deep Cleaning
  • Initial Cleaning
  • Move-in / Move-out Cleaning
  • Office Cleaning
  • Airbnb Cleaning, when applicable
  • Add-ons and extra services
  • Organization & Decluttering

Each service has a specific scope. Extra items must be confirmed in advance and may have an additional cost.

Hours of Operation

Office communication is generally handled Monday through Friday during business hours.

Appointments are scheduled based on team availability, route planning, service type, and estimated time needed for each property.

Services outside regular hours or on weekends may be available upon request and approval.

Arrival Window

To better organize the route and account for traffic, parking, and the time required at previous services, we work with an arrival window.

For the first appointment of the day, the team makes every effort to arrive at the scheduled time. For later appointments, there may be an arrival window, usually up to 1 hour.

If the team is significantly delayed, the client will be notified as soon as possible.

Service Expectations

Each cleaning is completed according to the service type, approved scope, property condition, client priorities, confirmed add-ons, and time required for the service.

To help the team deliver the best result, we ask the client to prepare the space before arrival. Whenever possible, the client should:

  • Keep surfaces free of excess items
  • Store delicate, fragile, or sentimental items
  • Put away personal documents, cash, jewelry, and valuables
  • Avoid using rooms while they are being cleaned
  • Wait for floors to dry before walking on them
  • Keep children and pets away from cleaning areas
  • Share priorities before the service begins

The company follows internal checklists to maintain quality, consistency, and organization. Special requests should be shared before the cleaning day so the team can prepare properly.

Important Scope Notice

The estimate is based on the information provided by the client at the time of sale or booking.

If the team arrives and finds that the property condition is different from what was described, such as additional rooms, larger areas, heavy buildup, heavy soil, or a need for more detailed cleaning, the company may review the scope and price before continuing.

Vero Beach Cleaning by Sandra reserves the right to adjust the service, time required, or price when the actual property condition differs from the information initially received.

Transparent billing

The client will never be charged for extra services without knowledge and approval. Transparency, fairness, and clear communication are company priorities.

Situations We Do Not Service

For the safety of the team and service quality, the company may refuse or reschedule services in situations such as:

  • Extreme clutter or hoarding
  • Insect or pest infestation
  • Excessive mold
  • Hazardous materials
  • Biohazard conditions
  • Excessive animal waste
  • Unsafe areas
  • Conditions that put the team at risk

These situations require a specific evaluation and may require a specialized company.

Rescheduling and Cancellation

We ask clients to provide at least 48 business hours of notice if they need to cancel or reschedule.

Last-minute cancellations, same-day cancellations, or lack of access to the property may result in a fee.

  • Cancellation with less than 48 hours of notice: up to 50% of the service price may be charged
  • No access to the property upon team arrival: up to 50% of the service price may be charged
  • Emergencies will be reviewed with empathy and common sense by management

This policy exists to protect the schedule, route, and time reserved for the client.

Access to the Property

The client must provide clear access instructions before the service. These instructions may include:

  • Door code
  • Gate code
  • Lockbox
  • Spare key
  • Name of the person responsible on site
  • Parking instructions
  • Building or community access

Access information is handled responsibly and used only to complete the service.

If the team cannot enter the property due to lack of access, the service may need to be rescheduled and a fee may apply.

Parking

The client should inform the company in advance where the team can park.

If free parking is not available and the team needs to pay for parking, the fee may be added to the final total or invoice.

When possible, we ask the client to make nearby parking available so the service can begin on time.

Products and Equipment

The team brings the products and equipment needed for the approved service. Products are selected according to the type of cleaning and the surface being cleaned.

If the client prefers specific products, bleach-free products, fragrance-free products, eco-friendly products, or if there are allergies, children, pets, or sensitivities, this must be communicated before the service.

If the client requests the use of client-provided products, those products must be available, clearly identified, and ready to use. The company is not responsible for damage, stains, or results caused by products provided by the client.

Items the Client May Need to Provide

In some cases, the client may be asked to provide:

  • Trash bags
  • Paper towels
  • Specific products requested by the client
  • Clean sheets when bed linen changes are requested
  • Special instructions for delicate surfaces

If these items are not available, some tasks may not be completed.

Pets

We love pets and understand that they are part of the family. To keep everyone safe and comfortable, we ask the client to:

  • Inform us in advance if there are pets in the home
  • Let us know if any pet is anxious, reactive, or likely to escape
  • Keep pets in a safe area during cleaning when needed
  • Share any special instructions about the pet

The team will treat pets with kindness and respect, but pet safety is the client's responsibility.

Physical and Safety Limits

To protect the team's health and prevent property damage, our cleaners do not perform unsafe tasks. The team does not perform:

  • Moving heavy furniture
  • Moving heavy appliances
  • Cleaning at unsafe heights
  • Climbing tall ladders or unsafe areas
  • Removing excessive mold
  • Cleaning hazardous materials
  • Cleaning infestations
  • Cleaning biohazard conditions
  • Handling weapons, medication, personal documents, or valuables

When possible, the team may use extension tools to safely reach higher areas.

Payment

Payment policy

To confirm the service, Vero Beach Cleaning by Sandra works with payment divided into two steps: 50% of the total amount must be paid at the time of agreement closing or booking. This amount works as a deposit to reserve the date, organize the route, and confirm the service. The remaining 50% must be paid after the service is completed, on the same day of the cleaning.

Extra services, add-ons, or additional requests made on the cleaning day must be approved by the client and may change the final total.

Accepted payment methods may include: credit or debit card.

Satisfaction Guarantee

Client satisfaction is very important to us. If something was not cleaned as expected, the client should contact us within 48 hours after service completion. Whenever possible, we ask the client to send:

  • Description of the issue
  • Photos of the area
  • Name or address of the service
  • Best contact method

The company will review the situation based on the approved scope. When applicable, a reclean of the specific area, a touch-up, a scope explanation, or another management-approved solution may be offered.

Requests made outside the timeframe may not be eligible for a complimentary reclean.

Privacy and Photos

For quality control, internal documentation, or service records, the team may take before-and-after photos of cleaned areas.

These images are used responsibly and should not expose personal information, documents, addresses, family photos, or private items.

Photos for marketing use will only be used with client authorization. The client may refuse marketing photo use at any time.

Communication and Feedback

Vero Beach Cleaning by Sandra values clear, respectful, and professional communication. If something does not go as expected, we ask the client to contact the company directly so the situation can be reviewed and resolved in the best way.

Recommended process:

  • Contact us within 48 hours after the cleaning
  • Briefly explain the situation
  • Send photos if needed
  • Wait for management review
  • Receive guidance on the next step

Client feedback helps us improve processes, train the team, and maintain a high-quality service.

Policy Against Direct Hiring of Team Members

Vero Beach Cleaning by Sandra invests in training, organization, support, and team safety. To protect the company, clients, and cleaners, clients may not hire a cleaner or team member directly outside the company.

All services must be booked directly through Vero Beach Cleaning by Sandra. If a client would like to request a specific cleaner, the request must be made directly to the company and is subject to availability.

Direct hiring of team members may result in an administrative fee or other measures established by the company.

How the Client Can Help

To help the service run smoothly, the client can follow these guidelines:

  • Confirm the service type before the appointment
  • Share priority areas
  • Send accurate access instructions
  • Provide parking when possible
  • Keep pets safe
  • Store fragile and valuable items
  • Pick up excess personal items
  • Inform us about allergies, product restrictions, or delicate surfaces
  • Communicate changes in advance

These actions help the team work better and improve the final result.

Final Message

Thank you for trusting Vero Beach Cleaning by Sandra. We understand that allowing a team into your home requires trust. That is why every detail of our work is handled with care, respect, and responsibility.

Our goal is not only to clean the space, but also to give the client back time, peace of mind, and the feeling of being in a well-cared-for environment.

Vero Beach Cleaning by Sandra | Licensed & Insured | Apartments · Homes · Offices · Airbnb
www.vbcbysandra.com | (772) 268-2044