Service Policies and FAQs

If your home hasn’t been professionally cleaned in a while, a little extra attention (and elbow grease!) is needed to meet the rigorous quality standards of Up & Go service professionals. Fresh Start services are required for all first-time cleanings, and after 22 days since your last cleaning service. 

For $32, the Fresh Start service tackles dust and dirt in hard-to-reach areas, stains on walls, stubborn tub rings—all the areas that need work to get your home looking like new. This service gets your home in great shape for recurring cleanings at a reduced price, or for you to more easily keep up until you’re ready for your next Fresh Start. Learn more about what's included in a home cleaning on Up & Go.

The businesses on Up & Go are all owned by the people who clean your home. Booking with worker-owned businesses means living wages, better quality service, and a stronger community. 

A Fresh Start cleaning takes an average of 5-6 hours, depending on the size and needs of the home. Some 1-bedrooms can be cleaned in 2.5 hours, while we've seen a 3-bedroom take 10 hours. A Refresh cleaning, the service for homes being cleaned monthly or more, typically takes 4 hours. The service professional can provide a more specific estimate of the number of hour upon arriving at your home.

The Bottom Line: the service professionals will spend as long as is needed to make your home truly clean. The number of hours will not affect your price.

PRODUCTS: The following eco-friendly cleaning products are needed for your home cleaning. You can provide them yourself, or, for an additional $11 the service professional can bring the products.

• White vinegar
• Baking soda
• All-purpose eco-friendly/non-toxic cleaning solution
• Borax or Liquid Castile Soap
• Natural Disinfectant Essential Oil such as: tea tree oil, grapefruit seed extract, lavender, and eucalyptus
• Rubber gloves

EQUIPMENT: We ask that you have the following equipment available and accessible to the service professional:

• Vacuum Cleaner (with attachments and replacement bags)
• Clean Mop and Bucket
• Dustpan and Broom
• Rags and Paper Towels
• Sponges and Scrubbing Brushes
• Toilet Brush 
• Garbage Bags

If you have any specific concerns about equipment and cleaning products, please contact us.

CANCELLATION POLICY. We understand that unexpected changes in your schedule may come up. We do our best to be flexible and fair to both our customers and the cleaning professionals. 

How to Cancel or Reschedule:

• You may cancel or reschedule your appointment through www.upandgo.coop. Visit the My Account page to review your orders, where you will see the option to "Cancel Order." Your cleaning partner will be notified automatically. We only accept cancellations (including to reschedule) through our website. If you call or email to let us know about a change in schedule, your appointment will not be considered cancelled until the cancellation is made via your account on our website.

When to Cancel or Reschedule:

• No-Fee Cancellation: You can cancel or reschedule your service without a fee up to 24 hours prior to your appointment time.  
• Cancellation Fees: If you cancel or reschedule with less than 24 hours' notice, you will be charged a cancellation fee.
  • Short Notice Cancellation Fee: 50% of the maximum estimated price for your requested service. Applies to cancellations made with 12-24 hours' notice. 
  • Last-Minute Cancellation/No-Shows: 75% of the maximum estimated price for your requested service. Applies to cancellations made less than 12 hours prior to your appointment, or if the cleaning professional is unable to access your space within 20 minutes after your appointment time per the entry instructions you provided. We will make every attempt to contact you during this 20 minute waiting period.

PAYMENT. When you place an order on Up & Go, you must provide an active credit or debit card as your payment method. No charge will be placed before Up & Go confirms your appointment. Within 7 days prior to your confirmed appointment, Up & Go will place an authorization hold on the card you provided for the maximum estimated price listed in your order. This authorization hold helps ensure that sufficient funds are available on the payment method provided. You will be charged the final price of the cleaning only after your service is completed. (Cancelling or rescheduling a confirmed appointment with less than 24 hours’ notice will incur a fee as outlined in our Cancellation Policy.)

PRICING. To offer both you and the cleaning professionals the fairest rate based on home size and cleaning needs, your Up & Go booking includes a standard price range. The final payment amount will be confirmed by the cleaning professional at your appointment, based on the size and condition of your home. In rare cases, if the professional determines that the appropriate service price exceeds the estimated range, we will contact you before the start of the job. The final service price will be charged only after your service is completed. Just 5% of your price goes toward Up & Go’s costs to book the appointment.

ACCESS DETAILS. The service professional must be able to access the home according to the access details you provide in your online booking. For your first appointment, you must either be at home to meet the service professional, or leave the key with a doorman. If there are any changes to the access method you selected, please update your appointment details or contact us at least 3 business hours prior to your appointment time. If the cleaning professional arrives at your home and is unable to access your space per the instructions you provided, they will wait for up to 20 minutes after your scheduled appointment time while Up & Go attempts to contact you. If Up & Go is unable to contact you or access your space within 20 minutes, a No-Show fee will apply (see Cancellation Policy). 

SERVICE QUALITY SATISFACTION. As worker-owners of cooperative cleaning businesses, Up & Go service professionals are dedicated to providing the highest quality service and ensuring client satisfaction. If you are not satisfied with the cleaning service you received, please notify Up & Go within 2 business days of the completion of the job and the service professionals can return within 72 hours to finish the specific incomplete component of the job. If you do not want the original service professional(s) to return, another member of the cooperative business can finish the job.

Tips are not expected, but welcome for a job well done. Tip amounts, while entirely up to the client, are commonly 15% of the cost of service. At this time, tips may only be paid via cash or check to the service professional. Up & Go will notify all users when tipping becomes available through the platform.

We take the health and safety of our customers, cleaning professionals, and community seriously. To help stop the spread of the novel coronavirus (COVID-19), all of the cleaning professionals who co-own Up & Go: 

• Received specialized COVID-19 health and safety training from OSHA-certified trainers, including products and methods for disinfecting for the virus.
• Have appropriate personal protective equipment (PPE), including masks and gloves, and are trained in their proper use.  
• Will not come to work if they feel sick. Cleaning professionals are educated in identifying symptoms of COVID-19, and will take their temperatures every day before work.

We also ask our customers to take the following precautions:

• Wear a face-covering during any interactions with Up & Go cleaning professionals.
• Maintain physical distance of at least 6 feet in all interactions and during the cleaning service. For our moving cleaning services, we require that no one be in the home during the cleaning.
• Cancel your appointment if you or anyone in the home feels sick. Please do not book an appointment if you or anyone in your home feels sick. If after your appointment has been confirmed, anyone begins to feel sick, please cancel your appointment as soon as possible. 

If during your appointment any of these commitments are not met by the customer, Up & Go reserves the right to cancel the appointment and apply the 75% Last-Minute Cancellation/No-Show Fee. 

At the time of placing your order, you will also be asked to opt-in to our COVID-19 Liability Waiver (see below).

Waiver of Liability Relating to Coronavirus/COVID-19

BACKGROUND INFORMATION: The novel coronavirus, COVID-19, has been declared a worldwide pandemic by the World Health Organization. COVID-19 is reported to be exremely contagious. from becoming exposed to, contracting, or spreading COVID-19 while utilizing Up & Go’s services. It is not possible to prevent against the presence of the disease. Therefore, if you choose to utilize Up & Go’s services you may be exposing yourself to and/or increasing your risk of contracting or spreading COVID-19.

ASSUMPTION OF RISK: I have read and understood the above warning concerning COVID-19. By booking a service on Up & Go, I hereby choose to accept the risk of contracting COVID-19 for myself and/or others on the premises being cleaned in order to utilize Up & Go’s services. These services are of such value to me and/or others on the premises to be cleaned, that I accept the risk of being exposed to, contracting, and/or spreading COVID-19 in order to utilize Up & Go’s services.

WAIVER OF LAWSUIT/LIABILITY: By booking a service on Up & Go, I hereby forever release and waive my right to bring suit against Up & Go and its owners, officers, directors, managers, officials, trustees, agents, employees, or other representatives in connection with exposure, infection, and/or spread of COVID-19 related to utilizing Up & Go’s services and premises. I understand that this waiver means I give up my right to bring any claims including for personal injuries, death, disease or property losses, or any other loss, including but not limited to claims of negligence and give up any claim I may have to seek damages, whether known or unknown, foreseen or unforeseen.

CHOICE OF LAW: I understand and agree that the law of the State of New York will apply to the contract (appointment confirmation).

I HAVE CAREFULLY READ AND FULLY UNDERSTAND ALL PROVISIONS OF THIS RELEASE, AND FREELY AND KNOWINGLY ASSUME THE RISK AND WAIVE MY RIGHTS CONCERNING LIABILITY AS DESCRIBED ABOVE.