Client Check & First Clean Expectations

Client Responsibilities & Home Preparation Checklist

What to Expect at Your First Cleaning

~

CLIENT RESPONSIBILITIES & HOME PREPARATION CHECKLIST

How to prepare for your BrightHaven cleaning appointment

Our goal is to give you a smooth, high-quality cleaning experience every time. To help our team work efficiently and safely, please review the following before your scheduled service.

ACCESS & ENTRY

Provide entry instructions (key, lockbox code, keypad, or someone home)
Ensure driveway, walkway, and entry areas are accessible
Disable alarms or notify us of alarm procedure
If your home has gate access or concierge, notify them in advance

PETS & SAFETY

Pets must be secured if territorial, reactive, or likely to escape
We do not clean pet waste or biohazards unless arranged as an add-on
Please notify us of pets that may be loose inside the home
Technicians are not responsible for securing pets or supervising children

HOME PREPARATION

Please remove clutter from floors, counters, and surfaces where possible
Dishes, laundry, toys, and personal belongings should be put away if you want surfaces cleaned
If you booked for us to change linens, place clean sets on the bed
If an area is blocked or access is restricted, it will not be cleaned

HEALTH & SAFETY CONDITIONS

Notify us in advance if there are hazards (mold, insects, needles, etc.)
We do not clean hoarding conditions, infestation sites, or heavy biohazard buildup
If unsafe or unsanitary conditions exist, service may be paused or declined

APPLIANCE & ADD-ON SERVICES

If you booked inside fridge/oven cleaning, please empty food/pans first
If you booked a deep clean and want us to move small furniture, ensure the area is clear
Add-ons that were not booked in advance may not be available same day

PAYMENT & COMMUNICATION

Payment is due same day unless otherwise arranged
If someone else is paying, please ensure they have the invoice link
Questions, changes, or concerns should be sent to us before service starts
If you are home during cleaning, we kindly ask that you allow techs to work without interruption

AFTER SERVICE

Report any service concerns within 48 hours per our Satisfaction Policy
Photos may be requested to document concern
Re-clean requests must follow our BrightHaven Promise policy

THANK YOU

Your preparation helps us focus on what we do best — caring for your space with intention and detail.
If you ever have questions, just ask — we’re here to make this easy.

WHAT TO EXPECT AT YOUR FIRST CLEANING

A guide to your first BrightHaven experience

Your first appointment with BrightHaven is designed to be smooth, stress-free, and clear from start to finish. Here’s how our process works, what you can expect from our team, and how we make sure your home receives the level of care we’re known for.

ARRIVAL & ENTRY

You will be assigned an arrival window, not an exact time, to allow for traffic and job variations
You’ll receive a text or email if our team is running ahead or behind schedule
If you will not be home, please provide access instructions in advance (lockbox, keypad, garage, etc.)
If we are unable to enter within 10 minutes of arrival, the appointment may be treated as a lockout per policy

HOW OUR TECHNICIANS WORK

Every clean follows our 5-Zone Cleaning System for consistency and thoroughness
Technicians arrive in uniform and with all needed supplies (unless you have requested otherwise)
We work carefully, intentionally, and with respect for your home — no rushing, no loud music, no chaos
If you are home, we are happy to greet you — then we quietly get to work

FIRST-TIME CLEANING STRUCTURE

Your first clean is more detailed than a typical recurring visit
We note surfaces, layouts, flooring, and client preferences to build your ongoing service profile
This appointment sets the baseline so future cleanings are faster and easier to maintain
If something requires extra time or is outside the booked scope, we will notify you first — no surprise charges

COMMUNICATION

You may receive a brief confirmation message when techs begin and finish your clean
If you have requests or notes for future visits, we store them in your client file
If you need to reach us during cleaning, email or text is usually fastest
We do not interrupt service unless clarification is needed for safety or quality

AFTER YOUR CLEANING

You will receive an invoice or auto-payment confirmation same day
If you notice anything that needs attention, notify us within 48 hours per the BrightHaven Promise
Re-clean or adjustments must be requested in writing (email or form)
Photos may be requested to help us document and correct any concerns

HOW TO GET THE BEST RESULTS

Surfaces cleared where possible
Pets secured if reactive or anxious
Access provided before arrival
Add-ons requested before service day
Notes or preferences shared in advance

WHAT IS NOT INCLUDED UNLESS REQUESTED

Organizing or decluttering
Laundry, dishes, or interior appliance clean-outs
Lifting furniture, moving appliances, or hazardous cleanup
Post-renovation or hoarding cleanup
Tasks not included in your chosen service tier

(Full details are in your service menu and booking policy.)

OUR GOAL

To make your home feel lighter, calmer, and beautifully cared for — every time we visit.

Thank you for trusting us with your space. If there's ever anything we can adjust, improve, or make easier, we want to hear it.