Policies & Procedures
Olive Housekeeping Co.
Last updated: January 11, 2026

Welcome to Olive Housekeeping Co. (“Olive,” “we,” “us,” or “our”). By booking, confirming, or receiving any service from Olive Housekeeping Co., you (“Client,” “you,” or “your”) agree to the following Terms & Conditions.

If anything here is unclear, please ask us before your appointment:

  • Email: office@olivehousekeeping.co

  • Phone: 910.212.5021

1. Quick Snapshot – What to Know Before You Book

This is the short version. The full details are in the sections below.

  • Payment
    Payment is due on the day of service, upon completion.
    We accept [debit/credit card / ACH bank transfer / cash (no checks).
    Larger or specialty services (deep cleans, post-construction, move-in/move-out, commercial) may require a deposit to secure your date.

  • Cancellation Window
    We kindly ask for 48 hours’ notice to cancel or reschedule.

    • Less than 24 hours’ notice or a lockout may be charged up to 100% of the service fee, especially for recurring slots.

  • Arrival Window
    We book in arrival windows (e.g., 9–11 AM) rather than exact times so we can account for traffic, weather, and job variations. If we’re running significantly behind, we’ll contact you as soon as we can.

  • Access
    You are responsible for providing safe, reliable access (being home, a door code, lockbox, or building manager).
    If we can’t access your property within ~15–20 minutes of arrival and can’t reach you, it may be treated as a late cancellation.

  • Client Prep
    Please pick up toys, laundry, and general clutter so we can focus on cleaning surfaces and floors. Let us know about fragile or special-care items before we start.

  • Pets
    We’re pet-friendly, but pets must be secured if they are anxious or aggressive. We are not responsible for pets getting loose if they are not properly contained.

  • Products & Supplies
    We provide eco-friendly products and equipment. If you have allergies or sensitivities, please tell us in advance. If you prefer we use your products, we can discuss it, but we can’t guarantee results or be responsible for damage from client-supplied products.

  • The Olive Client Guarantee
    If something within your agreed-upon scope was clearly missed, please notify us within 24 hours of your service (with photos if possible). We will re-clean the area or offer a reasonable adjustment, at our discretion.

2. Who We Are

Olive Housekeeping Co. is a high-end, eco-conscious residential and light commercial cleaning company serving:

Surf City, Topsail Beach, Hampstead, Scotts Hill, Porters Neck, Figure Eight, Wilmington, Wrightsville Beach, Airlie Road, Landfall, and nearby coastal areas of North Carolina.

Our promise is that when we leave, you should be able to truly “come home to Olive clean.”

3. Scope of Services

We currently offer:

  • Standard residential cleaning (one-time and recurring)

  • Deep cleaning

  • Move-in / move-out cleaning

  • Post-construction / post-renovation cleaning

  • Light commercial / office cleaning

Each service type has a defined scope and checklist, which we will share with you before your visit.
Anything not listed or discussed in advance is considered an add-on and may require extra time and cost.

We reserve the right to decline or modify any job that falls outside our safety standards, scheduling, or The Olive Way quality standards.

4. Estimates, Pricing & Payment

Estimates

  • Quotes are based on the details you provide (square footage, number of beds/baths, condition, presence of pets, type of service, etc.).

  • If we arrive and the home or business is significantly different than described (excessive clutter, heavy buildup, hoarding conditions, active construction, etc.), we may:

    • Adjust the price,

    • Adjust the scope, or

    • Reschedule the visit.

Pricing

  • Rates are determined by: size, condition, frequency, and service type.

  • We may adjust pricing for future visits if scope, condition, or frequency changes. You will be notified prior to any ongoing rate changes.

Payment

  • Payment is due on the day of service, upon completion.

  • We accept: credit/debit, ACH bank transfer, cash (no checks).

  • For large/specialty projects (post-construction, move-in/move-out, initial deep cleans, commercial contracts), a deposit may be required to hold your date.

Late Payments

  • Invoices not paid within 7 days may incur a late fee of 10% and may result in future services being paused until the balance is paid.

5. Scheduling, Arrival Windows & Access

Scheduling

We schedule in arrival windows, not exact start times (for example, 9–11 AM).

Arrival windows allow for:

  • Variations in home conditions,

  • Traffic and weather,

  • Time needed between jobs so we don’t rush.

If we’re running significantly behind, we will contact you as soon as we can.

Access

You agree to provide safe access to the property by one of the following:

  • Being home at the start of the appointment,

  • Providing an accurate door code, lockbox, or key,

  • Arranging access with a building manager or trusted contact.

If we cannot access the property within about 15–20 minutes and cannot reach you, the visit may be treated as a late cancellation (see below) and a fee may apply.

6. Cancellations, Rescheduling & Lockouts

We understand that life happens. We simply ask for timely communication.

Standard Cancellation Policy

  • Please provide at least 48 hours’ notice for cancellations or rescheduling.

  • Cancellations with less than 24 hours’ notice may be charged up to 50–100% of the scheduled service fee, at our discretion and especially for recurring clients.

Recurring Clients

  • Recurring slots are reserved for you on our calendar.

  • Frequent last-minute cancellations or repeated reschedules may result in loss of your preferred time slot or adjustment in pricing.

Lockouts / No-Show by Client

If our team arrives and:

  • Cannot access your property,

  • Is turned away at the door, or

  • Cannot reach you within a reasonable time,

the visit may be charged as a full-service fee to cover lost time and travel.

7. Client Responsibilities

To help us deliver the best Olive clean:

  • Please pick up general clutter, toys, and loose items from floors and surfaces.

  • Secure or put away cash, jewelry, and small valuables.

  • Inform us in advance of surfaces or items requiring special care (delicate finishes, antiques, special cleaning instructions).

  • Let us know about existing damage before we begin (loose tiles, broken blinds, cracked glass, etc.).

We are not responsible for damage to items that are already broken, unstable, improperly installed, or not disclosed as fragile.

8. Pets

We’re happy to work in pet-friendly homes.

  • Please let us know what pets you have and any instructions (crates, gates, rooms to avoid).

  • Pets that are anxious, aggressive, or may pose a safety risk should be crated or separated.

  • We are not responsible for pets escaping if they are not properly contained.

If a pet creates unsafe conditions, we may stop the service and reschedule. A fee may apply.

9. Health, Safety & Conditions

The safety of our team and your household is a top priority.

We may decline or stop service if we encounter:

  • Hazardous conditions (mold, infestations, bodily fluids, needles, human or animal waste, etc.),

  • Violence, harassment, or threatening behavior,

  • Active illegal activity or drug use,

  • Structural issues that make the environment unsafe.

In these cases, we will discuss next steps with you and may charge a fee if we’ve already traveled and/or started work.

10. Supplies, Equipment & Eco-Friendly Products

We provide our own eco-conscious cleaning products and professional tools.

  • If you have allergies or sensitivities, tell us before scheduling so we can discuss options.

  • If you prefer that we use your products, we may accommodate this, but:

    • We cannot guarantee results, and

    • We cannot be held liable for damage caused by client-supplied products.

We use only step stools and safe, reachable methods; we do not use full ladders or perform high-risk tasks.

11. The Olive Client Guarantee

Our standard is simple: if we said we would clean it, it should look and feel cleaned to Olive standards.

If something within your agreed-upon scope was clearly missed or not up to par:

  • Please notify us within 24 hours of your service.

  • Include details and photos if possible so we can understand the issue.

We will:

  • Return to re-clean the specific area(s), or

  • Offer a reasonable adjustment or credit, at our discretion.

This guarantee does not apply to:

  • Areas not included in the original scope or estimate,

  • Permanent damage, staining, or wear and tear that cannot be removed by cleaning,

  • Dust resettling after post-construction cleans (which may require multiple visits),

  • Situations where clutter or unsafe conditions prevented full access.

12. Breakage & Damage

We treat your property with care, but accidents can happen.

  • If our team accidentally causes damage, we will alert you as soon as possible and work toward a reasonable repair, replacement, or compensation, at our discretion.

  • We are not responsible for normal wear and tear, pre-existing damage, or items that are fragile, improperly installed, or unstable (e.g., loose shelves, leaning art, wobbly fixtures, unsecured TVs).

Any damage claims must be reported within 48 hours of your service, with photos and a description of the issue.

13. Move-In / Move-Out & Post-Construction Services

For move-in/move-out and post-construction/post-renovation services:

  • Properties should be empty or nearly empty for best results.

  • Construction and major trades should be substantially complete.

  • We do not remove large debris, hazardous materials, or perform paint scraping/repair.

  • Fine dust may continue to settle even after a thorough clean; sometimes a second visit is needed for a flawless finish (billed separately).

We will outline exactly what is included in your move-in/move-out or post-construction scope before your service.

14. Commercial Clients

For commercial and office spaces:

  • Service scope, schedule, and pricing will be defined in a written proposal or service agreement.

  • Access details (keys, alarm codes, parking, building protocols) must be provided in advance.

  • Our team does not handle cash, safes, or confidential documents and will not open locked drawers or cabinets.

Any special requirements must be discussed and agreed upon before service begins.

15. Holidays & Weather

  • We operate on a modified schedule or close on major holidays. If your recurring visit falls on a holiday, we’ll work with you to reschedule.

  • Severe weather (including coastal storms or hurricanes) may force us to reschedule for safety. We’ll notify you as soon as reasonably possible.

16. Photos & Marketing

With your permission, we may take non-identifying before-and-after photos of spaces we clean for training and marketing.

  • We will never show faces, personal photographs, or identifying details.

  • If you do not want photos taken in your home or business, just let us know in writing and we will honor that.

17. Privacy & Confidentiality

We respect your privacy.

  • Our team members are expected to maintain confidentiality regarding what they see or hear in your home or business.

  • Personal information you provide (name, address, contact info, access codes) is used only for scheduling, service delivery, and billing.

We do not sell or share your personal data with third parties, except as necessary to process payments or as required by law.

18. Changes to These Terms

We may update these Terms & Conditions from time to time.

  • When we do, we will update the “Last updated” date at the top of this page.

  • Your continued use of Olive services after changes are posted constitutes your acceptance of the updated Terms.

19. Governing Law

These Terms & Conditions are governed by the laws of the State of North Carolina. Any disputes arising out of or related to our services shall be resolved in the appropriate state or local courts within North Carolina.

20. Questions

We’re happy to answer questions about these Terms or clarify how they apply to your situation.

Olive Housekeeping Co.
Email: office@olivehousekeeping.co
Phone: 910.212.5021