Difficult Client Policy

At Bothwell Cleaners, we are dedicated to providing high-quality, reliable, and professional cleaning services to all of our clients. We value clear communication, mutual respect, and a positive working relationship with everyone we serve. To ensure that we maintain this level of service and protect our team’s time and energy, we have implemented the following policy regarding difficult client behavior:

1. Clear Communication & Respect

We expect all communication between clients and our team to remain respectful and professional at all times. This includes:

Respecting agreed-upon appointment times.
Responding to phone calls, texts, or messages when necessary (such as for access to the property).
Treating our team members with kindness and courtesy.
Clear and respectful communication regarding expectations, services, or feedback.

Failure to maintain respectful communication may result in the termination of services.

2. Adhering to Scheduled Appointment Times

When an appointment is confirmed for a specific time and date, we expect that time to be honored. If a client is not home or does not provide access within 10 minutes of our scheduled arrival time, we will assume the appointment has been cancelled without notice. This will result in the following:

Full payment for the missed appointment will still be required.
Future appointments may require pre-payment.

3. Avoiding Misleading or Dishonest Behavior

We reserve the right to refuse service to any client who engages in misleading, dishonest, or manipulative behavior. This includes but is not limited to:

Requesting a deep clean disguised as a regular clean.
Falsely claiming we agreed on a different time, date, or service.
Withholding important information about the condition of the property.

We believe in providing fair, honest, and high-quality services, and we expect the same integrity from our clients.

4. Termination of Services Due to Difficult Behavior

We reserve the right to terminate services immediately if a client:

Is consistently rude, difficult, or uncooperative.
Fails to respect agreed-upon appointment times without valid notice.
Attempts to underpay, dispute fair pricing, or manipulate pricing for services.
Consistently fails to provide access to the property during agreed-upon times.

If service is terminated, the client will be responsible for any outstanding balances and will no longer be eligible to book future services with our team.

5. Our Promise to You

We take great pride in providing exceptional, reliable, and consistent cleaning services. Our team works hard to ensure your home or Airbnb is spotless and meets the highest standards. To maintain this level of excellence, we ask that all clients honor their appointments, communicate clearly, and treat our team with respect.

We value our wonderful, loyal clients and look forward to continuing to serve you with excellence!