Effective October 28, 2026. These terms apply to all cleaning services booked with True North Cleaning, LLC (“True North,” “we,” “us”) in Massachusetts, and to your use of truenorth.cleaning.
By requesting a quote, booking a cleaning, or giving us a payment card, you agree to these terms. Your quote and booking confirmation summarize the key points on cancellations, our guarantee, and property condition. This page is the full version.
True North works with independent, vetted cleaning professionals. “Your cleaner” in these terms means the professional we assign to your job.
Cancellation and Rescheduling
- Changes made 48 hours or more before your scheduled time are always free.
- If you cancel less than 48 hours before your scheduled time, we charge 50% of your quoted total to the card on file. This applies to every client.
- Your first reschedule inside the 48-hour window is free, one time, as long as you pick a new confirmed date. Any later reschedule inside 48 hours is charged the 50% fee.
- Cancellation and reschedule fees become a credit toward a cleaning booked within 90 days. Fees are not refunded as cash, and unused credits expire after 90 days.
- If your cleaner arrives and can’t get in (no one home, no key or lockbox, entry code doesn’t work), the visit counts as a same-day cancellation and the 50% fee applies.
To change an appointment, call or text (339) 444-0485, or reply to your booking confirmation.
Arrival Window
Your scheduled time starts a two-hour arrival window. It is not an exact appointment. Our cleaners travel across Massachusetts, and traffic, weather, and the job before yours can shift timing. We’ll reach out if we expect to arrive outside your window.
We don’t recommend booking right before a closing, inspection, move, or other hard deadline. If your job has a firm deadline, tell us when you book and we’ll schedule around it.
Satisfaction Guarantee
If any part of your clean misses our standard, we’ll make it right at no cost to you.
- We come back. Tell us by the end of the next business day and we’ll return to re-clean the affected areas for free.
- We send someone new. If the re-clean still falls short, we’ll send a different cleaner to handle those areas.
The guarantee is honored with re-cleans, not cash refunds, except where Massachusetts law requires otherwise. If something’s wrong, please call us. We’d much rather fix it than have you live with it.
The guarantee does not cover:
- Stains, buildup, hard-water deposits, or wear that were there before we arrived, unless you booked a deep clean to address them
- Work outside the scope of your booking
- Areas used, shown, moved into, or occupied after your cleaner left
- Surfaces we couldn’t reach because of clutter, storage, or condition
- Marks we couldn’t remove without risking damage (see Stains and Surface Limits)
- Dust or debris from other trades still working after our clean, on construction and renovation jobs
Issues reported after the end of the next business day can’t be re-cleaned under the guarantee, and the service is treated as accepted.
A re-clean also requires that the property hasn’t been moved into, altered, or cleaned by someone else since our visit, and that your balance is paid in full. We may inspect the issue and fix it ourselves before any other company is brought in.
Stains and Surface Limits
Cleaning removes dirt, dust, grime, and residue. It does not restore worn or damaged surfaces to new. A surface can be fully clean and still show its age, and that is a finished clean.
Some marks are permanent or soaked into the material. Removing them would take sanding, repainting, refinishing, or harsh abrasives that damage the surface. In those cases your cleaner may stop rather than risk your property, and will let you know.
That counts as a completed clean and is not covered by the guarantee. Common examples:
- Scuffs, chips, and worn paint on walls, doors, trim, and baseboards
- Hard-water etching on glass, tile, fixtures, and shower doors
- Stains set into grout, caulk, natural stone, or unsealed surfaces, and worn or mildewed caulk
- Heat marks and burns on counters, cooktops, and cabinets
- Pet stains or odors that reached carpet padding, subfloor, or drywall
- Rust, adhesive residue, and damaged finishes on cabinets, appliances, and floors
- Paint overspray, dried drywall mud, grout haze, or sticker residue that needs a trade to remove safely
- Anything that needs a painter, refinisher, carpet restorer, or stone specialist
We don’t guarantee stain removal on any surface. If a specific mark matters to you, tell us before your clean and we’ll say whether it’s likely to come out.
Surfaces, Damage, and Valuables
Surfaces
We assume all surfaces are sealed, sound, properly installed, and safe for normal cleaning. Tell us before your clean about marble, granite, unsealed stone, specialty finishes, antique wood, or anything else that needs special care.
If your cleaner finds something that looks loose, damaged, badly installed, or at risk, they’ll pause on that item and contact you. You may choose to have it cleaned after the risk is explained, and you then accept that risk. Your cleaner may still decline if it isn’t safe. If the job turns out to be well beyond what we booked, we may decline the service and you won’t be charged.
Property Damage
True North carries liability insurance. If something is damaged during a clean, tell us within 24 hours. We’ll review it promptly and handle it directly or through insurance where appropriate. Damage claims are handled separately from re-cleans and credits.
We are not responsible for:
- Items not properly secured or installed, such as leaning mirrors, adhesive hooks, and floating shelves
- Items already damaged or worn, such as cracked glass, loose hardware, or failing finishes
- Normal wear to old, delicate, or poorly maintained surfaces during ordinary cleaning
- Damage from a product we used because you asked, including bleach
- Damage to floors or furniture we moved because you asked
Valuables
Please put away cash, jewelry, firearms, art, antiques, collectibles, and anything of real money or sentimental value before your clean. Handling these is outside our scope, and we’re not responsible for valuables you didn’t tell us about. Firearms must be secured somewhere we aren’t cleaning.
Property Condition and Extra Time
Every quote is based on the condition you describe when you book. Photos help us quote accurately.
If the home needs more time than quoted, extra time is billed at $75 per hour. We’ll contact you and get your OK before doing any work that changes your price. If you’d rather not add time, your cleaner will finish what fits in the booked time, starting with the areas you choose.
In very cluttered or heavily soiled homes, we may only be able to bring the space to a livable condition within the booked time.
Payment
A valid credit or debit card is required to hold your date. By giving us your card, you authorize True North to charge it for your service total, any cancellation fee, and any extra time you approve.
The full amount is charged when the clean is done.
If a card is declined, service may be paused until payment is sorted out.
Scope, Access, and Safety
What’s Not Included
Unless your quote says otherwise, our cleanings do not include:
- High areas that need more than a standard two-step ladder
- Lifting or moving anything over 25 pounds, or anything one person can’t safely move
- Moving appliances, electronics, or mounted TVs
- Hauling away trash beyond emptying it into your bins on site
- Biohazards, including human or animal waste, vomit, or blood
- Homes with an active pest problem or visible mold
- Repairs, pest control, yard work, or exterior work
If your job needs any of these, tell us ahead of time and we’ll point you to someone who handles it.
Access, Utilities, and Pets
You’re responsible for safe access with running water, electricity, and working heat or A/C. If utilities are off for reasons within your control, the visit may count as a same-day cancellation. We may waive that fee if the outage was out of your hands.
Please secure any pet that may be nervous around strangers. We don’t clean pet accidents and can’t be responsible for your pet’s safety or containment.
On residential cleans, please don’t schedule other contractors in the home at the same time. Overlapping work can block access and add time and cost. On post-construction jobs, final trades should be finished in the areas we’re cleaning.
Your cleaner may decline or stop work if conditions are unsafe. If work has already started, you’ll be billed for the part completed.
Photos
We may take before-and-after photos on first-time cleans, deep cleans, move-in/out cleans, and post-construction cleans. We use them for quality control and to document the condition of the property. We won’t publish them or use them in marketing without your written permission, and we only share them outside True North when needed for a claim, payment dispute, or legal matter.
Non-Solicitation
True North recruits, screens, and onboards every cleaner in our network at real cost. By booking with us, you agree not to hire or contract any True North cleaner directly for household services for one year after your most recent service, unless we agree in writing.
If a True North cleaner is hired directly in violation of this term, a direct-hire fee of $2,500 is due. We may also end that cleaner’s work with True North.
Tipping
Tips are never expected or required. If you’d like to thank your cleaner, you’re welcome to tip them directly; 15% to 20% of the service total is common. True North never adds a tip to your bill.
Changes to These Terms
We may update these terms from time to time. The effective date at the top shows the latest version. Booking or using our services after an update means you accept the new terms.
Contact
Questions? Call or text (339) 444-0485 or email sales@truenorth.cleaning.
True North Cleaning, LLC · Serving Massachusetts