Version 2026-10-09.
1. Prices
Your price is calculated from the home details you enter (bedrooms, bathrooms, size, type of cleaning, frequency and extras) using the rates published on our Pricing page. If the home is materially different from what was entered, for example more bathrooms or heavy buildup, your cleaner or our office will explain the difference and agree a revised price with you before doing the extra work. If you don't agree, you may cancel that visit without a fee. A visit that simply takes longer than estimated is never billed extra.
Prices are reviewed once a year in January. Recurring clients are told about any change in advance.
2. Payment
- You save a payment card when you book. It is not charged at booking.
- We charge the card after your visit is finished, normally 24 hours later so you can review the photo report first, or sooner if you approve the report or add a tip.
- Cards are stored and processed by our payment provider, Stripe. We never see or store your full card number.
- Tips are optional and go 100% to your cleaner.
- If a charge fails, we'll email you a secure link to pay or update your card.
3. Cancelling and rescheduling
- Free up to 48 hours before the start of your arrival window, from your account.
- Within 48 hours: a fee of 50% of the visit price, because your cleaner has reserved that time for you. The exact amount is shown before you confirm.
- Booked less than 48 hours ahead? You can still cancel free within 1 hour of booking. After that, the fee above applies.
- Lockout: if we can't get in when we arrive, your cleaner waits 15 minutes and we try to reach you. If we still can't get in, a fee of up to 100% of the visit price may apply. We always contact you before charging it.
- If we have to cancel or move a visit, there is never a fee, and we'll help you find a new time.
- Emergencies happen. Talk to us; we can waive a fee when it's fair.
4. Recurring plans
There is no contract. You can skip a visit, pause or cancel your plan from your account. Each visit follows the cancellation rules above. If your home hasn't had a professional cleaning in the last four weeks, the first visit is a deep clean at the deep-clean price shown when you book.
5. Satisfaction and re-cleans
If something on the checklist was missed, report it from your visit report within 24 hours, ideally with a photo. We'll come back and fix it at no charge, or offer a credit if a return visit isn't practical.
6. What's included
Each type of cleaning follows the checklist on our Services page. These are not included:
- Organizing, decluttering or putting away belongings
- Washing dishes or laundry
- Exterior windows, or anything that needs a tall ladder
- Moving heavy furniture or appliances
- Mold, pest waste, biohazards or construction dust
7. Housekeeping only
Lantern Home Cleaning LLC provides housekeeping services only. We do not provide personal or medical care of any kind, and our cleaners are not allowed to help with:
- Bathing, dressing, grooming or toileting help
- Feeding, lifting or moving a person
- Giving or reminding about medication
- Babysitting, pet sitting or sitting with a family member
8. Keys, codes and access
- Door, lockbox and alarm codes are stored encrypted and shown only to your assigned cleaner on the day of your visit.
- Keys we hold are labeled with a code, never your name or address, and returned when you ask or when service ends.
- Please tell us about alarms, cameras and anything we shouldn't open or enter.
9. Pets and safety
- Please tell us about pets when you book, and keep anxious or protective animals in a separate room.
- Your cleaner may stop work and leave if she feels unsafe, for example because of aggressive behavior, a loose aggressive animal, or hazards such as mold, pests, biohazards or exposed wiring. Any fee in that case is reviewed fairly by our office.
- We follow product labels and never mix chemicals. Tell us about any products or surfaces to avoid.
10. Photos
Your cleaner takes before and after photos of the rooms cleaned so you can see the work. Photos are private to your account and our staff. We avoid personal items, documents and people, and we never use photos of your home for marketing without your written permission.
11. Damage and breakage
We're careful, but accidents can happen. Report any damage within 24 hours of the visit with a photo. We'll review it with you and make it right where we're responsible. Please put away valuables, fragile heirlooms and cash. We don't move heavy furniture or appliances, and we aren't responsible for items that were already damaged or improperly installed.
12. Changes
If we change these policies, the new version applies to bookings made after the change. The version you accepted is saved with each booking.