Terms & Conditions
By accessing or using our Service, you agree to be bound by the following Terms and Conditions. These Terms apply to all visitors and users. If you do not agree with any portion of these Terms, you must discontinue use of the Service immediately.
Account Responsibility
When creating an account, you are required to provide accurate, complete, and up-to-date information. Providing false or incomplete information is a violation of these Terms and may result in immediate account termination. You are solely responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. Any suspected unauthorized access or security breach must be reported to us immediately. Do not share your password with anyone.
Payment & Billing
All payments are processed electronically through Stripe, a trusted third-party billing provider. We do not have access to your payment details. A valid payment method must be kept on file at all times — we reserve the right to cancel service for any account without an active payment method. After each completed cleaning, your card on file will be charged automatically, and a receipt will be sent to your email address.
Card Authorization Hold
A temporary hold equal to the full booking amount will be placed on your card 24 hours prior to your scheduled appointment to confirm funds are available. If the hold is unsuccessful, we may cancel the appointment at our discretion. You will be notified by phone, text, or email if this occurs.
Cancellations & Rescheduling
We require a minimum of 48 hours notice for any cancellation or reschedule request. Last-minute cancellations affect our team's income and our ability to fill the time slot. The following fees apply:
- Less than 48 hours notice: 25% of the total booking amount
- Less than 24 hours notice: 50% of the total booking amount
- Same-day cancellation: 100% of the total booking amount
We appreciate as much advance notice as possible.
Cleaner Assignments
We reserve the right to reassign cleaners to any appointment, including recurring bookings, at our discretion. We will do our best to communicate any changes in advance when possible.
Service Complaints
Any concerns regarding the quality of a cleaning must be submitted to our team within 24 hours of service completion to be considered for resolution.
Termination of Service
We reserve the right to discontinue service to any client at any time for any reason. Written notice will be provided via text or email.
Right to Refuse Service
We reserve the right to refuse or cancel service in situations involving safety risks, hostile or uncomfortable environments, weapons on the premises, severe clutter, or disconnected utilities. We do not perform the following: cleaning of fragile blinds, biohazard cleanup (blood, feces, urine, vomit, drug paraphernalia, etc.), homes with active pest infestations, or any tasks requiring second-story ladders. Our cleaners may leave without completing service if conditions are deemed unsafe or unreasonably unsanitary, and a cancellation fee will still apply.
Preparing Your Home for Cleaning
Your quoted price is based on cleaners spending their full time cleaning — not organizing. Please take a few minutes before your appointment to clear floors, countertops, and other surfaces so our team has unobstructed access to the areas being cleaned.
Client-Provided Vacuum
If you request that our cleaners use your personal vacuum, we accept no liability for any damage or malfunction. We are not responsible for the upkeep of your equipment. If the vacuum is not functioning upon arrival, we will be unable to vacuum carpeted or hard floor surfaces.
Furniture & Hard-to-Reach Areas
For the safety of our team and the protection of your home, our cleaners do not operate ladders taller than 3 steps or move heavy appliances or furniture. If you would like areas behind or beneath large items cleaned, please move them prior to the appointment.
Non-Solicitation
You agree not to directly hire, contract, or solicit any cleaner, staff member, or representative associated with our company during the period of service or within five (5) years following termination of service. A breach of this agreement will result in a penalty of $10,000 USD, which represents a reasonable estimate of the damages incurred. We also reserve the right to immediately terminate service upon discovery of any solicitation, without obligation for refund.
Modifying Scheduled Services
Any changes to the scope of a scheduled cleaning must be approved by our office before the appointment. Cleaners are not authorized to accept or agree to scope changes on-site. All modification requests should go through our office, ideally before 5:00 PM the day prior to your scheduled service.
Satisfaction Guarantee
We stand behind our work. If any area was missed or cleaned to an unsatisfactory standard, contact us within 24 hours and we will return to address it at no charge. This 24-hour warranty begins at the time your cleaning is completed. If you notice an issue while the cleaner is still on-site, please let them know or call our office before they leave. Complaints submitted after the 24-hour window may not be covered. We are not liable for damage to items that were already worn, improperly installed, or incorrectly assembled prior to our visit.
Hourly Service Terms
Clients who book hourly service should understand that cleaners will work efficiently to complete as much as possible within the purchased time. However, completion of all tasks is not guaranteed within the allotted time frame. Estimates provided are guidelines only and may vary based on home size, condition, number of occupants and pets, and other factors. Hourly bookings are not covered under our Satisfaction Guarantee — the service is based on time purchased, not task completion. If additional time is needed to meet your standards, you may purchase an extension.