Our commitment to transparency

Cancellations / Rescheduling

• We understand that life happens and plans can change, however, to respect our team's time all transactions are final with no refund in the event of a cancellation.
• A 20% Rescheduling Fee will apply to book your next appointment.
• Each client may use up to 3 cancellations in a 6 month period without being charged the Rescheduling Fee. *For emergency or medical reasons only.*
• Repeated cancellations may result in discontinued services.

Refund Policy

• We do NOT provide refunds. To ensure your satisfaction, a walk-through must be completed with a team member before they leave your home.
• After leaving the residence, BrightShine is not responsible for any missed areas or touch-ups.
• If you are unable to be present for a walk-through, Before & After pictures will be taken and provided for documentation that service is complete.

Satisfaction Guarantee

• At the end of every service, a walkthrough must be provided with the client to ensure services meet expectations.
• BrightShine Co. is not responsible for tasks outside of the quoted services or agreed-upon scope.

While we love giving back through our official monthly appointment giveaways, BrightShine Co. operates on a fee-for-service basis for all other appointments. This allows us to maintain our professional standards while keeping our high-quality cleaning services accessible at a low cost.

• Tasks not quoted or discussed prior to the appointment will not be completed without additional payment.
• If a client requests an extra task during service, the following applies:
  • A new service charge must be agreed upon and paid prior to completion.
  • If the team member does not have extra time, you may book another appointment for the additional service.
  • If the team member is willing and available to add on the service, payment can be made directly before completion of the task.

Our mission is to deliver exceptional cleaning services that ensure a healthy, fresh, and comfortable environment for all our clients. To maintain our standards and protect the wellbeing of our staff, we have established the following policy:

• We provide cleaning services to all clients, including those in homes or spaces where smoking occurs.
• Clients are required to disclose if smoking takes place inside the premises prior to scheduling a cleaning service.
• Smoking is not permitted during cleaning appointments while our staff are present.
• Homes or spaces where smoking occurs will incur a surcharge of $50 in addition to our standard cleaning fees.
• If smoking is discovered during a cleaning appointment without prior disclosure, the surcharge will be added to the final bill.

BrightShine is a pet-friendly cleaning company. To respect all of our valued clients, we have the following policies:

• Pet Fee: BrightShine Co. charges pet fees to ensure our team members have the time and resources to properly sanitize equipment, rags, and materials. This helps prevent and reduce the risk of cross-contamination and protects clients who may have allergies to pet hair.
• Clients must answer pet-related questions honestly when booking.
• Failure to disclose pets may result in refusal of service with no refund, or an additional charge added to the service cost.
• We do not clean pet urine or feces. If such an issue is discovered, the client must clean and sanitize the area themselves before our team can proceed.
• NOTE: Pet waste stains on flooring/carpet may require an additional charge.

Travel Grace Period

• Due to factors outside of our control (traffic, construction, weather), delays may occasionally occur. We kindly ask that clients allow a 15-30 minute traveling grace period for arrival.
• If a delay occurs, a team member will contact you immediately to provide an updated arrival time.

Access to Residence

• Clients must ensure that our team has access to the residence upon arrival.
• If we are unable to reach you or gain entry, our team will wait up to 20 minutes maximum.
• If there is no communication and no access provided within that time, the appointment will be canceled and no refund will be issued.

To secure your appointment, full payment is required upfront. We cannot hold or confirm any appointments without receiving payment in advance.

• Payment Methods: All appointments must be paid through our PayPal business account. This secure platform protects both our clients and our team members.
• We do not accept checks, unless you are a commercial client or have a signed service contract on file.
• Once payment has been received, your appointment slot is exclusively held for you and no other clients will be able to book that day or time.