CleanUp recognizes that Residents are entrusting Cleaners with access to their homes. It is paramount that Residents share all the needed information with the Cleaners to successfully access the home in a safe manner. This shall be done by adding instructions to your CleanUp profile.

As we want to ensure the safety of our community, Cleaners should never save or store the lockbox code or other access codes for any home. Cleaners who are found to have saved this information will be subject to deactivation. 

Resident Expectations

Residents are expected to provide their home’s access information in their profile. Also, they should leave information on where to find cleaning supplies within their house, detailed special requirements and any other relevant information that will help the Cleaner perform their job effectively.

• When a Cleaner is unable to access a home they should contact the Resident. If the Resident does not answer, they should contact CleanUp.

• If a home cannot be accessed and the Resident cannot be reached, the service will be cancelled and the Resident will have to pay a cancellation penalty. 

If a Resident is present during the services, the interactions between both parties are expected to be professional and respectful. Residents must also read and be aware of the expectations highlighted in the CleanUp Community Guidelines.

Any dangerous or unsafe conduct by a Resident will result in deactivation of their account in all CleanUp platforms.

Cleaner Expectations

Cleaners should only enter the Resident’s home at the scheduled time, and should only remain inside as long as needed to provide the booked service. After the services are completed, the Cleaner should immediately leave the home. Cleaners should only stay in the home while performing activities directly related to the service booked.

• If a Cleaner forgets a personal item in the Resident’s home after the service has ended, the Cleaner must contact CleanUp and we will reach out to the Resident to set up pickup details.

• Once the service is completed, the Cleaner must return the house key to the lockbox, if used, and make sure the house has been locked. If the Resident doesns’t employ a lockbox, the Cleaner must leave the key where instructed by the Resident. 

Cleaners should always enter the Resident’s property by themselves. No other person, other than the authorized Cleaner, can enter the home of a Resident. It should also be said that Cleaners must never bring along any pets to the Resident’s house. 

Cleaners should never access a home via alternate ways from the front door. Unless the Resident has special instructions to do so, Cleaners should not break into a house through windows, back doors, or any other alternative entrances.

Cleaners who share or save the lockbox password information, or any other access code information of a home are subject to deactivation.

Any unsafe or dangerous conduct by a Cleaner will result in deactivation of their account in the CleanUp platforms. In addition, Cleaners that bring along dangerous or threatening items, such as weapons, to the Resident’s house will be deactivated from all CleanUp platforms and could be subject to police investigations. This includes, but is not limited to, firearms, knives, explosive bombs, explosive substances and artillery. 

To have a wider comprehension of the Cleaner Expectations please read and understand our Community Guidelines.

Our Advice to Residents

Always update your information and make sure there is nothing missing on your “Profile” section. Fill this section entirely, and enter all necessary information, including how Cleaners should access your home. Again, please make sure to update this section whenever any changes occur. Below is a list of things you should include: 

• An up-to-date address that is accurate and that Cleaners can use to easily find your home. 

• Relevant information about your home’s neighborhood or building. This includes the neighborhood and/or building’s name, reference spots and directions, parking instructions, etc. 

• A description of your home and any other information you believe the Cleaner should be aware of prior to arriving at your home. For instance, how many rooms you have, particular cleaning methods you prefer, etc. 

• A list of your pets, if any, and any relevant information about them that the Cleaner should be aware of. This includes, but is not limited to, the pet’s behaviour and characteristics.

Thoroughly provide instructions on how the Cleaner should enter your home. You must also include instructions on how they should leave your home. This will ensure the Cleaner can go in and out of your home safely. Below is a list of things you should include: 

• Detailed instructions on how the Cleaner should enter. This includes, but is not limited to, your key location, access code and lockbox passcode. In the case you change anything that would affect the Cleaner’s entry, please update the instructions under your Profile.

• If your residence is in an apartment building, include the name of the building, how to enter the building, and the path the Cleaner should take to get to your apartment (e.g. the elevator line they must use, instructions of what to say to the lobby’s receptionist, etc.). It would also be helpful to let your building’s management know that you are expecting a Cleaner. 

• When the date of your service comes, make sure your key is in the place the Cleaner has been instructed to find it. 

If you are using a lockbox, make sure you inform the Cleaner its location as well as its access code. The lockbox is an optional feature we offer  Residents, so it is not mandatory to use it every time you request a service. It must also be said that as a Resident, you are responsible for ensuring the lockbox is in working conditions, and are responsible for lost and/or stolen lockboxes. Below is a list of things you should include if using a lockbox: 

• When the day of your service comes, make sure you place the lockbox at its specified location, that you place your key inside the lockbox, that the access code you provided the Cleaner is working, and that overall the lockbox is in working conditions. 

We also recommend lockbox users to change the lockbox access code frequently. You could change it every time you book a new service, or after a Cleaner has completed a service at your home. All we ask is for you to update the information on your Profile. This way, the next time a Cleaner arrives at your home they will be able to enter with no problems. 

If you use home security systems, such as alarms and intrusion detection systems, please make sure you have disarmed your home at the time of the scheduled service, or that you informed the Cleaner clear instructions on how to disarm and rearm such systems. 

In terms of the cleaning supplies you want the Cleaner to use, make sure to leave them out in a visible spot or instruct the Cleaner on where to find them. Try to make it as easy as possible for the Cleaner to find the items needed to clean your home. Some things you might want to include are: 

• Detailed instructions on the location of the cleaning supplies and of any other items needed to fulfill the service requested. 

• Ensure such cleaning supplies and items are in a visible spot and exactly at the designated location at the time of the service. If the Cleaner fails to find such items by following your instructions, the Cleaner will not be able to fulfill the service requested at its expected standards. 

• If you don’t have certain cleaning supplies, such as a vacuum or mop, make sure you inform the Cleaner at the time you schedule the service. The Cleaner is by no means obligated to bring such supplies, but by informing them with enough time the Cleaner might be able to help. Again, the Cleaner is not obligated to bring such items.

Close the doors of rooms you don’t want the Cleaner to access. CleanUp recognizes there are some rooms you might not want the Cleaner to enter. Thus, we ask you to please close the access to such rooms to avoid any misunderstandings. Cleaners should not enter any room that has the door closed unless specifically instructed by you. 

Finally, make sure you have instructed the Cleaner on what to do after they have finished the service. This includes:

• Detailed instructions on how the Cleaner should exit your home (e.g. how to rearm your alarm system, where to place your key, how to close the door, etc.).

• Detailed instructions on where to place the cleaning supplies provided, as well as where to throw out the trash collected during the service. 

Our Advice to Cleaners

Enter the Resident’s home respectfully and always be aware of your surroundings. When entering the Resident’s home, make sure you meticulously follow the instructions left by the Resident. Please remember, if the Resident did not leave a key, access code, or other instructions on how to enter their home, DO NOT enter through alternative ways. This includes, but is not limited to, entering through a back door or window, whether open or not. It is in everyone’s best interest that you follow the Resident’s instructions thoroughly; this will protect you as a Cleaner if there are any misunderstandings. 

In the case you have issues accessing the Resident’s home, you should immediately contact the Resident via the messaging platform integrated in the CleanUp app. If you fail to reach the Resident, please contact CleanUp for further assistance. 

When entering the Resident’s home, always follow the following steps: 

• Ring the bell and/or knock on the door. 

• Allow enough time for someone to answer, as the resident could be home. 

• If no one answers the door, enter the home as instructed and loudly announce yourself (e.g. I'm Lily from CleanUp, I'm here to clean your home).

• Make sure to wipe your shoes prior to entering. You don’t want to bring any dirt into the Resident’s home. 

• If an alarm system is in place, make sure you disarm it as instructed by the Resident. 

Once you have entered, be mindful and respectful of the Resident’s privacy. Below is a list of things you must follow once inside: 

• Do not enter any rooms that have the doors closed, unless specifically instructed by the Resident. 

• Avoid looking into private areas that you haven’t been instructed to clean. 

• In the case you cannot find the cleaning supplies in the location specified or in a visible spot, contact the Resident via the messaging feature on the CleanUp app. If you fail to reach the Resident, please contact CleanUp for further assistance. Under no circumstances should you open closed doors to find such supplies, unless instructed by the Resident. 

• By no means are you allowed to take pictures and/or videos of the Resident’s home, their personal items, or store any other personal information of the Resident. This includes, but is not limited to, the Resident’s address and access codes. The only time you are allowed to take a picture of the Resident’s home is if you are filing a Claim. If CleanUp finds you have violated this rule, you will be subject to deactivation.  

After finishing the cleaning service, make sure to leave everything as found. CleanUp recognizes Cleaners will store some items, such as silverware, and remove others, such as trash and clutter; nonetheless, the general items of the home, such as furniture and art, should be at the exact location they were found originally. It is not your job to redesign the home. Some things you must follow after finishing the service are:  

• Leave the cleaning supplies at the place the Resident instructed you to. If no instructions were left, leave the supplies at the place you found them initially. 

• Make sure to rearm the alarm system if instructed to do so.

• Follow the instructions given by the Resident on how to exit the home, this might include re-locking the doors and replacing the key into its designated area. 

• If the Resident uses a lockbox, make sure you return the key to the lockbox after leaving the home. 

• In the case of incidents during the service, you must immediately communicate with the Resident via the messaging feature on the CleanUp app. If the Resident is present during the service, communicate directly to them. 

In the unlikely case of an emergency, immediately contact the authorities. If you ever enter a Resident’s home and find something that concerns you, or if you get seriously hurt while providing the service, you must contact 911, local law enforcement, or any other appropriate authority. After contacting such authorities, we ask you to contact CleanUp so we can track the incident and help in any way possible. 

By no means are you allowed to post the access code or lockbox passcode of a Resident’s home anywhere. This includes anywhere on the CleanUp platforms as well. Cleaners who are found doing so will be deactivated.