Hi,

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I hope you’re doing well.

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I’m writing to let you know about a few important updates to our cleaning services, effective Monday, 11 May.

These updates reflect a more sustainable and thoughtful approach — something that has always been at the heart of what I do.

What this means for you is simple: the service you trust remains the same (or even better), with a more conscious approach behind it.

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To keep everything clear and organised, here’s what’s changing:

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1. Online booking management

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All booking changes (days, times, frequency, and cleaning tasks) will now be managed through your member page on our new website.

By signing up, you will be able to:

• View your upcoming bookings

• Access helpful tools and updates in real time

• Manage your account more easily

You will also find a dedicated To-Do List section in your member page menu, where you can add notes, request specific tasks, or make changes for any of your upcoming bookings.

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2. A growing team

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As the business grows, new cleaners will be carefully selected and professionally trained to maintain the same high standards you expect.

No team member will work independently until they are fully trained and ready. New cleaners will always be introduced online and/or in person, depending on your preference.

Please also note that booking durations are estimated rather than fixed by the hour. We schedule services based on the work required, not strict hourly timing, which means arrival times may vary by approximately +/- 30 minutes.

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3. Pricing

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Your current pricing will remain unchanged throughout this year.

You’ll also have the opportunity to keep your existing rate by participating in our first online community game board.

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4. Sustainable cleaning products

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We are moving to refillable, locally made cleaning products to reduce waste and avoid overproduction.

This means reusable bottles, a swap-and-refill system, and a more environmentally conscious approach — while maintaining the same high-quality results in your home.

To ensure consistency and sustainability, we will now use only our selected range of cleaning products.

Clients will need to purchase a Home Cleaning Starter Pack (4-pack or 6-pack options) through our online store before their cleaning service. These packs include everything needed to get started, with refill options available anytime through our refillery service.

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5. New payment structure

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Services will move to a monthly billing system.

Payments will be due on the last day of each month for the following month’s services (for example, June services will be billed on 31 May).

This system secures your regular booking schedule and helps us maintain consistent service.

Please note that monthly bookings and recurring cleaning plans will now be automatically cancelled if payment has not been received within 48 hours after the payment link email has been sent.

As this is our first automated email campaign, please remember to check your Spam or Junk folder if you cannot find your payment email.

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6. Your feedback matters

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After each cleaning, you’ll be invited to rate the service.

Your feedback helps us maintain high standards, support ongoing training, and reward cleaners through our quality bonus system.

I understand that changes can take time to adjust to, but these updates are designed to improve your experience while staying true to the care and quality you expect. Please follow the 4 steps below to make sure everything is ready for the switch.

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If you have any questions, I’m always happy to help.

Thank you for your continued trust and support — it truly means a lot.

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Warmly,
Domenica

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info@earth-factory.co

www.earth-factory.co