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SANO Service Standards & Client Agreement

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SANO is built on consistency, discretion, and thoughtful care. The following standards ensure every home is serviced with clarity, fairness, and mutual respect.

By booking a service, you agree to the terms below.

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SCOPE OF SERVICE

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SANO provides structured residential cleaning under the following service categories:

  • The Reset

  • Routine Care (Weekly or Bi-Weekly)

  • Short-Term Rental (STR) Turnover Service

Each service follows a defined process tailored to its category and is limited to the areas selected at the time of booking.

SANO is not a restoration, construction clean, hoarding, or biohazard service.

If additional rooms, bathrooms, or add-ons are requested, they will be confirmed and adjusted prior to completion.

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RESET REQUIREMENT

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Routine Care requires completion of The Reset unless otherwise assessed.

This ensures your home begins from a consistent, manageable baseline so future visits remain efficient and predictable.

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CONDITION OF HOME

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Homes must be safe, accessible, and reasonably maintained at the time of service.

SANO does not perform:

  • Mold remediation

  • Pest removal

  • Biohazard or bodily fluid cleanup

  • Excessive clutter removal

  • Restoration-level cleaning

If the condition of the home differs materially from booking details, SANO reserves the right to:

  • Adjust pricing

  • Modify scope

  • Reschedule service

  • Cancel service without fault or penalty

Any adjustments will always be communicated before completion.

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ACCESS & UTILITIES

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Clients are responsible for providing:

  • Safe entry access

  • Running water

  • Electricity

  • Safe working conditions

If access cannot be gained within 20 minutes of arrival, the appointment may be considered a late cancellation.

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ADD-ONS & SCOPE ADJUSTMENTS

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If additional services are requested on-site, they will be confirmed and billed at SANO’s current rates before completion.

If the home size differs from the booking selection, pricing will be adjusted accordingly.

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CANCELLATION POLICY

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A minimum of 48 hours’ notice is required to cancel or reschedule a service.

Cancellations made within 48 hours of the scheduled appointment will be subject to a fee of up to 50% of the scheduled service.

Repeated short-notice cancellations may result in removal from ongoing service eligibility.

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PAYMENT TERMS

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Payment is processed through the method on file via Wix prior to or upon completion of service.

Any outstanding balances must be resolved before future bookings.

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DAMAGE & LIABILITY

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SANO works with care and attention in every home.

Any damage concerns must be reported within 12 hours of service completion.

SANO is not liable for:

  • Pre-existing damage

  • Normal wear and tear

  • Improperly installed fixtures

  • Fragile or unstable items not disclosed prior to service

Where applicable, liability is limited to the cost of the service provided.

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NON-SOLICITATION

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SANO invests in the training and development of its team.

Clients agree not to directly hire, solicit, or engage any SANO employee or contractor for private services outside of SANO during active service and for 12 months following the last service date.

All service requests must be made directly through SANO.

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DOCUMENTATION & CLIENT PERMISSION

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SANO may request permission to photograph limited areas of the home strictly for documentation or condition verification purposes.

No photographs will be taken without explicit client consent.

When approved, documentation will:

  • Avoid personal or identifying details

  • Be used only for internal records or dispute resolution

Images will never be used for marketing or promotional purposes without separate written authorization.

Clients may decline documentation at any time.

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