Hi Rachel. I don't know how your business model is set up, but I learned the hard way that you need hard rules regarding the amount of time you will spend for a set amount, and definitely utilize a Terms of Service form.
My TOS spells out everything from last minute cancellations, working around pets (example: not responsible for pets running out the door), that you're not responsible for jewelry or small objects on the floor that may get sucked into a vacuum, you aren't responsible for poorly affixed shelving or wall hangings, you have the right to refuse to work with or around feces, rodents, mold, urine, insect infestations, etc, and that they are responsible for storing any valuables in a safe place prior to your arrival.
Welcome, and if there's anything we can help with, just ask!
Fred at Make-Ready Services