Service Policies and FAQs

Bathroom

• Sweep, vacuum, and mop floor
• Wipe down and sanitize sink
• Clean mirrors
• Wipe down and sanitize outside of cabinets
• Scrub bathtub/shower including tiles and doors
• Clean toilet bowl and entire toilet area including hard-to-reach areas
• Remove dust and cobwebs
• Empty trash

Kitchen

• Sweep, vacuum, and mop floor
• Wipe down and sanitize sink, countertops, and backsplash
• Clean outside of appliances
• Remove grease and build-up on stovetop and wipe clean exterior of oven
• Wipe down and sanitize outside of cabinets and all surfaces
• Empty trash

Living room

• Sweep, vacuum, and mop floor
• Dust and vacuum furniture
• Vacuum rugs
• Wipe down and sanitize tables and other surfaces
• Clean mirrors
• Dust windowsills and ledges
• Dust lampshades and picture frames
• Dust baseboards
• Remove dust and cobwebs

Bedroom

• Sweep, vacuum, and mop floor
• Vacuum rugs
• Wipe down and sanitize surfaces of bedside tables, desk, vanity, etc.
• Clean mirrors
• Dust windowsills and ledges
• Dust lampshades and picture frames
• Dust baseboards
• Remove dust and cobwebs
• Change sheets and make the bed (if requested and bed set provided)
• Empty trash

Halls

• Sweep, vacuum, and mop floor
• Vacuum rugs
• Clean mirrors
• Dust windowsills and ledges
• Dust lampshades and picture frames
• Dust baseboards
• Remove dust and cobwebs

The Fresh Start (+$32)

This in-depth service is tailored for homes that have not received consistent professional cleaning. In addition to the standard cleaning services, the Fresh Start includes:

• Professional assessment of space and specific cleaning needs
• In-depth cleaning of surfaces and floors, including hard-to-reach areas
• Pet hair clean-up

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 21 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.

Move-In/Out Cleaning

Our signature moving cleaning service includes cleaning of all spaces to leave your space looking like new, whether it's your new home or the place you're leaving behind. In addition to the services listed below, your cleaning includes cleaning product and supplies.

In order to provide this deep cleaning service, we ask that your home be completely empty of all furniture and personal items. We do not dispose of left-behind furniture or large amounts of trash.

Kitchen

• Sweep, vacuum, and mop floor
• Wipe down and sanitize sink, countertops, and backsplash
• Clean inside and outside of refrigerator
• Clean inside and outside of oven
• Remove grease and build-up on stovetop
• Wipe down and sanitize inside and outside of cabinets
• Wipe down and sanitize and all surfaces
• Clean windows (inside only)

Bathroom

• Sweep, vacuum, and mop floor
• Scrub bathtub/shower including tiles and doors
• Wipe down and sanitize sink
• Clean mirrors
• Wipe down and sanitize outside of cabinets
• Clean toilet bowl and entire toilet area including hard-to-reach areas
• Remove dust and cobwebs
• Clean any windows (inside only)

Living room

• Sweep, vacuum, and mop floor
• Wipe down and sanitize tables and other surfaces
• Dust windowsills and ledges
• Dust baseboards
• Remove dust and cobwebs
• Clean any windows (inside only)
• Clean inside any closets

Bedrooms

• Sweep, vacuum, and mop floor
• Wipe down and sanitize surfaces
• Dust windowsills and ledges
• Dust baseboards
• Remove dust and cobwebs
• Clean any windows (inside only)
• Clean inside any closets

Halls

• Sweep, vacuum, and mop floor
• Wipe down and sanitize surfaces
• Dust windowsills and ledges
• Dust baseboards
• Remove dust and cobwebs
• Clean any windows (inside only)
• Clean inside any closets

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
• 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.

PRICING. To offer both you and the cleaning professionals the fairest rate, your Up & Go online booking includes an estimated price range based on your home size and requested services. While these standardized price ranges provide accurate estimates in most cases, we also know that every home is different. So, your price will be confirmed by the cleaning professional at the start of your appointment following a walk-through to review your cleaning needs based on your order and the size and condition of your space. We ask that customers be available during the first 15 minutes of your appointment by phone, email, or in-person to discuss and confirm any necessary changes to the price in order to accurately reflect the services to be provided.

Typically, the cleaning professional will simply confirm a price within the estimated price range shown on your order. In rare cases, if the cleaning professional determines that the services required exceed the estimated price range, you will be contacted within the first 15 minutes of your appointment and before the job begins to review and approve the new price. This is most important for Fresh Start services (your first appointment, or if it’s been more than three weeks since your last cleaning), but we will always take a moment to review your space for regular cleanings, too.

Factors that may result in a change in price beyond the estimated price range include the size of the home, amount of clutter or accumulated cleaning needs, or if additional spaces or services are requested or identified during the walk-through that were not included in the online booking. The cleaning professional and customer service team can provide more information based on the details of your space.

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.

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 2 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.)

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. As part of our quality control systems, the cleaning professional may take photos of your space during the cleaning service to document work completed (for internal use only). If you do not feel comfortable having your space photographed, as an alternative the cleaning professional may ask that you fill out a short form confirming that you are satisfied with the cleaning.

If you are not satisfied with the cleaning service you received, or have another concern, please notify Up & Go within 48 hours following your appointment start time using our quality concern form. Our quality review process requires that concerns be submitted using this form. We limit the complaint period to 48 hours in order to help us evaluate whether the issue occurred during the cleaning and not after other people used the space.

We will review each submitted complaint on a case-by-case basis to evaluate whether the cleaning was completed to our standards and any other concerns. Up & Go will respond promptly with our assessment and any proposed resolution.

As part of our mission to ensure fair wages and working conditions for domestic workers, including addressing the cleaning industry’s history of wage theft, as a policy we do not issue refunds for work completed as described in our service policies. We reserve the right to adjust this policy on a case-by-case basis (for instance, if we determine that a particular aspect of the service was not completed).

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:

• Are required to be vaccinated against COVID-19. As part of a cooperatively-owned business, Up & Go cleaning professionals voted to require vaccinations for themselves in order to help protect everyone's health and safety. All cleaning professionals will be fully vaccinated before December 1, 2021.
• 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 (and any person in the home) 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 or anyone in your home, 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.