Customer Guidelines

Need help?

If you have any questions before or after your appointment, our team is here to help.

Top & Shine provides professional residential and commercial cleaning services serving Sandy Springs, Atlanta & the Greater Metro Area. We believe cleaning is more than appearance. A well-maintained space supports comfort, clarity, and peace of mind, which is why our services are built around consistency, attention to detail, and reliable communication.

What we stand for

• Clear communication and a respectful, professional experience
• Detail-focused service with consistent quality
• Reliable scheduling and transparent expectations
• A genuine commitment to customer satisfaction

Services we offer

• Residential Cleaning (Regular Maintenance)
• Deep Cleaning
• Move In / Move Out Cleaning
• Post-Construction Cleaning
• Commercial Cleaning (offices, clinics, and more)
• Airbnb / Vacation Rental Cleaning

Office Hours: Monday–Friday, 9:00 AM – 6:00 PM
Cleaning Appointments: Monday–Friday, 9:00 AM – 6:00 PM

Weekend appointments may be available upon request.

• First appointment of the day: Our team arrives at the scheduled time.
• All other appointments: A one-hour arrival window may apply to allow flexibility for traffic and service variations.

If there is ever a delay, we will notify you as soon as possible.

To help us deliver the best possible results, we kindly ask that you:

• Keep surfaces reasonably clear before we arrive
• Avoid using areas currently being cleaned when possible
• Allow floors and surfaces to dry fully
• Secure delicate, valuable, or sentimental items
• Keep pets and children safely away from cleaning areas

Our team follows a consistent service checklist to maintain quality across visits. If you have special requests, please let us know before your scheduled cleaning so we can plan accordingly.

If the condition or size of the property differs from what was described at booking, such as additional rooms, heavier buildup, or deeper cleaning needs, we will notify you before proceeding.

We do not service hoarding situations. We reserve the right to adjust service scope or pricing if conditions differ significantly from the original request. You will never be charged without prior communication and approval. Transparency and fairness are priorities at Top & Shine.

We understand that plans change. Please provide at least 24 business hours’ notice to cancel or reschedule your appointment.

• Less than 24-hour notice: 50% of service fee may apply
• No access upon arrival: 50% of service fee may apply
• Emergencies are handled with understanding and flexibility when possible

This policy helps ensure fair scheduling and supports our cleaning team.