Terms & Conditions

The Cleaning Crew of Indianapolis – Terms & Conditions

By booking a service with The Cleaning Crew of Indianapolis, you acknowledge and agree to the following terms and conditions.

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1. Cancellation Policy / Rescheduling Policy

We understand that life emergencies happen, and sometimes it may be unavoidable to cancel or reschedule your cleaning appointment.

Notice Requirement

• A minimum of 24 hours’ notice is required for cancellation.

• Failure to provide 24 hours’ notice will result in a $50 late cancellation charge.

• If you do not cancel and/or the cleaners are unable to access the property to complete services, this will also result in a $50 fee.

• Providing advance notice allows us to notify our cleaning teams and use the newly available time slot for future bookings.

Trip Fees

• If The Cleaning Crew arrives and is unable to gain access or perform services for any reason, a $50 trip fee will be charged. See section 2A for service-area trip fees.

How to Cancel or Reschedule

• Notices must be provided in writing via email or SMS (text).

• If notice is not given as required, a $50 cancellation fee will automatically be applied.

Rescheduling

• If you wish to move your appointment to another day, please contact The Cleaning Crew staff. We will do our best to accommodate you.

• Excessive shifting of schedules is discouraged, as consistency benefits both clients and our cleaning staff by maintaining reliable hours and income.

Refusal of Service

• The Cleaning Crew does not provide mold remediation or biohazard cleanup.

• We reserve the right to refuse service if a property is found to contain:

• Urine or feces

• Mold

• Live insects or rodents

• In such cases, a $50 trip fee will be charged to cover time and travel.

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2. Scope of Work / Payment Policy

• Services are scheduled based on the agreed-upon scope of work.

• If services cannot be completed due to circumstances outside of The Cleaning Crew’s control, the full service fee still applies.

• No refunds, credits, or discounts will be issued in such cases.

If the condition of the home is found to be worse than the normal scope of work at the time of service, The Cleaning Crew reserves the right to:

• Refuse Service – If the home requires work outside of the booked service type or estimated labor hours, service may be declined.

• Request Additional Payment – If the client wishes to proceed, additional fees will be required to cover the extended labor hours and/or additional services beyond the standard scope of cleaning.

Safety Policy: Ladder Use

For safety and liability reasons, our cleaners are not permitted to use ladders or climb onto elevated surfaces for any interior cleaning tasks. Step stools (up to 2–3 steps) may be used when appropriate and safe.

Refrigerator Cleaning Policy

Refrigerator cleaning is not included in standard or deep cleaning services unless paid for in advance and the refrigerator is completely empty at the start of service. If you would like this service included, please ensure the fridge is emptied before the scheduled cleaning & request it as an add-on service in advance.

Specialty Item Policy: (China, Chandeliers, and Delicate Surfaces)

Due to the fragile nature of certain items, The Cleaning Crew does not include polishing or handling of fine china, crystal, chandeliers, or other delicate decorative pieces in standard cleaning services. If you would like these items cleaned or polished, a specialty cleaning request must be made in advance. Additional charges may apply, and service will only be performed with the client’s acknowledgment that The Cleaning Crew is not liable for damage to fragile or high-value items. Clients are encouraged to move or secure valuable items prior to service.

Incorrect Home Size Selection Policy

If a client selects an incorrect home size, booking type, or cleaning level during scheduling, The Cleaning Crew reserves the right to either (1) cancel the appointment or (2) adjust the price accordingly. This applies even if the discrepancy is discovered after the cleaning has been completed.

All pricing is based on the accurate square footage, condition, and scope of work provided by the client at the time of booking. If the actual size or condition of the home exceeds the information submitted, additional charges will apply to cover the additional labor and time required.

Rescheduling Fees

• A $50 fee will be charged if an appointment is rescheduled less than 24 hours before the scheduled cleaning.

Arrival Window

• While we aim to arrive on time, we service multiple homes daily and arrival times may vary.

• If we must reschedule due to delays, no refunds or discounts will be provided.

Additional Policies

• Temperature Policy: If air conditioning or heating is not working during the time of service, we will charge a $50 return trip fee or refuse service.

• Power & Water Policy: Power and water must be turned on at the property. If not, a $50 trip fee will be applied.

• Preparation Policy: Clients must clear counters, shelving, and surfaces as much as possible before the cleaners arrive. If areas are cluttered or not tidied, we may need to skip over those areas.

• Trash Policy: Trash removal must be done prior to cleaning. We do not remove trash unless otherwise arranged.

• Exceeding Time Estimates: If the home is not in normal condition and exceeds the originally quoted time, an additional $50 per man-hour will be charged to bring the home to standard.

Deep Cleaning Note

Our deep cleaning service includes everything listed on the checklist on our website; tasks such as refrigerator interiors, polishing floors, tile/grout cleaning, windows, wall washing, carpet/upholstery cleaning, dishes, laundry, garage/exterior work, unpacking/organizing, power washing, and ozone treatments are not included but are available as add-on options upon request.

2A. Service Area and Travel Fees

• Standard service area: within 30 road miles one way of Zionsville, IN 46077.

• Trip fee beyond 30 miles: $50 per visit, per cleaning team.

• Additional travel costs: tolls, paid parking, gate, or ferry fees are billed at cost.

• Multiple addresses in one day: each address that is over 30 miles incurs its own trip fee.

• Return trips: if we must return due to access issues, last-minute schedule changes, or incomplete scope outside our control, an additional trip fee applies.

• Discretion: The Cleaning Crew may waive or adjust trip fees for bundled routes or recurring service.

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3. Refund Policy

• The Cleaning Crew does not issue refunds or discounts.

• If you are dissatisfied, we will make every effort to resolve the issue fairly.

Complaint Process

• Clients must provide photo evidence of missed areas within 24 hours of the cleaning.

• We will contact our cleaners to review the issue.

• If validated, a re-clean will be scheduled within 48 hours of the original service.

Incomplete Services & Job Interruption Policy

If, at any time during the scheduled cleaning, our cleaners are unable to complete the service due to conditions beyond our control, The Cleaning Crew of Indianapolis reserves the right to charge for the time already worked. Situations that may prevent completion of a service include, but are not limited to:

• Excessive clutter or unsafe working conditions

• Access issues (locked doors, no key, code not working)

• Hazardous materials, biohazards, or animal waste

• Interference from pets, occupants, guests, contractors, or other workers

• Conditions that significantly differ from what was communicated during booking

• Any environment that is deemed unsafe or unsanitary for the cleaning team

In these cases, the booking may be paused, rescheduled, modified, or canceled at the discretion of The Cleaning Crew. All hours worked up to the point of stoppage will be billed at the agreed-upon rate.

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4. Reclean Policy

• No refunds or discounts are provided.

• Instead, our commitment is to schedule a reclean for valid claims.

Our Standards

• We follow strict cleaning standards across all services.

• Our mission is to serve clients and make life easier, going above and beyond to impress.

Custom Services

• Every home is unique, and we tailor services accordingly.

• A service checklist is provided, and clients are encouraged to complete a final walk-through inspection before cleaners leave.

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5. Specialty Counters / Surfaces

• Clients with marble, granite, quartz, or other specialty surfaces may provide their own approved cleaning products if desired.

• Written notice must be given in advance to communicate this to the cleaners.

• If no specialty products are provided, The Cleaning Crew will use standard products.

• We are not liable for damage to specialty surfaces when standard products are used.

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6. Valid Claims / Invalid Claims

Valid Claims

• Complaints must be submitted within 24 hours of the cleaning, with photos.

• Valid if additional paid services were not completed.

Examples:

• Fridge & freezer cleaning purchased but not completed.

• Inside cabinets (added as an extra) not cleaned.

• Inside oven (added as an extra) not cleaned.

Invalid Claims

• Minor missed details in corners or hard-to-reach spots.

• Dust/dirt tracked in after cleaning by pets, people, or open windows/doors.

• Homes requiring multiple visits to restore standards.

In these cases, adjustments may be made at future visits, but no refunds or discounts are provided.

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7. Documentation & Liability

• By booking, you agree that The Cleaning Crew may take photos of the property for documentation in case of disputes.

• We are not responsible for pre-existing damage or damage that occurs during cleaning as a result of attempting to perform the service.

Use of Cleaning Products & Liability Limitation

The Cleaning Crew LLC uses standard commercial and household cleaning products in accordance with manufacturer guidelines. It is the client’s responsibility to ensure all appliances are cool, turned off, and safe to clean upon our arrival, and to test appliances after service before use. Some products may leave temporary odors or residue if an appliance is operated before it is fully rinsed or dried.

By scheduling service, the client acknowledges and agrees that The Cleaning Crew LLC is not liable for any damages, injuries, reactions, or claims resulting from:

• the client operating an appliance before residue has been fully removed,

• normal odors, vapors, or smoke that may occur when products are heated,

• the client’s misuse or premature use of an appliance after cleaning, or

• circumstances outside of our direct and intentional control.

In the event of any concern, the client agrees to notify The Cleaning Crew LLC within 24 hours and allow us the opportunity to inspect and correct the issue. Any medical or legal claim must be supported with proper documentation and will be handled through our insurer.

Chemical Use & Appliance Cleaning Terms

The Cleaning Crew LLC uses standard household and commercial-grade cleaning products that are considered safe when used as directed. Certain products may leave temporary odors, vapors, or residue until fully wiped and the area is ventilated. By booking service, the client acknowledges and agrees to the following:

Safe Use of Appliances After Cleaning

Clients are responsible for ensuring all appliances cleaned during service are fully rinsed, wiped out, and dried before operating them. Turning on an oven, stove, or appliance before residue is fully removed may cause temporary smoke or odor.

The Cleaning Crew LLC is not responsible for smoke, odor, or reactions caused by operating an appliance before confirming it is clean and free of product.

Client Responsibilities

Clients agree to:

• Ensure all appliances are cool and accessible at the time of service

• Inspect appliances before using them

• Report any concerns within 24 hours of service

Failure to follow these responsibilities voids any claim related to chemical use or appliance conditions.

Chemical Sensitivities

The Cleaning Crew LLC is not liable for reactions related to fragrances, fumes, or standard cleaning products unless the client provides written notice of sensitivities before the cleaning appointment.

Limitation of Liability

The Cleaning Crew LLC is not liable for:

• Injuries, reactions, or claims arising from client misuse of appliances after cleaning

• Client operation of an appliance before ensuring all residue is removed

• Normal odors, smoke, or vapors caused by heating cleaning product residue

• Damage or injury caused by circumstances outside of our direct and intentional control

Right to Correct Issues

Clients agree to notify The Cleaning Crew LLC within 24 hours of any concern and allow the company an opportunity to inspect and correct the issue. Claims made without providing this opportunity are not valid.

Documentation Requirement for Claims

Any claim involving injury, health reaction, or property damage must be supported by proper documentation, such as photographs, appliance reports, or medical documentation. Unsupported threats or accusations will not be accepted.

Indemnification

Clients agree to indemnify and hold harmless The Cleaning Crew LLC, its owners, and its contractors from any claims, damages, or losses resulting from the client’s misuse of appliances, failure to inspect appliances before use, or failure to follow post-cleaning instructions.

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8. Privacy Policy

The Cleaning Crew operates www.thecleaningcrewindy.com, which provides online booking for cleaning services.

Information Collection

• We may collect personal information (name, phone number, address) for service use.

• SMS opt-in or phone numbers for SMS are not shared.

Log Data

• Information such as IP address, browser version, and pages visited may be collected.

• Used to improve service. Clients may accept or refuse.

Service Providers

• Third-party companies may assist with services but will not misuse personal data.

Subcontracting

• The Cleaning Crew may subcontract cleaning services. Subcontractors are carefully vetted.

Security

• We use commercially acceptable means of protecting your data but cannot guarantee 100% security.

Children’s Privacy

• We do not knowingly collect information from children under 13.

Policy Updates

• Policies may be updated and are effective immediately upon posting.

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9. Securing Pets During Cleaning Services

Securing Pets

• Dogs must be secured in a crate, room, or outdoor space prior to arrival.

• The secured area must be safe and comfortable.

Access to Property

• If a dog is not secured within 15 minutes, the cleaning may be rescheduled with fees applied.

Interaction

• Cleaners will not move, relocate, or interact with dogs.

• Areas with unsecured dogs may not be cleaned, with no refunds or discounts.

Liability

• We are not responsible for incidents involving unsecured dogs.

• Clients assume responsibility for any harm or damage caused by their dogs.

Aggressive or Anxious Dogs

• If dogs pose safety risks, cleaners may leave, and the full cleaning fee will be charged.

Communication

• Clients must provide instructions about pet areas and inform of changes in advance.

Repeated Non-Compliance

• May result in termination of services.

Pet Waste Cleanup

• Pet waste must be removed before service.

• If found, the area will be skipped with no refunds.

• Additional charges may apply for damage caused by pet waste.

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10. Liability for Damages or Theft

• The Cleaning Crew is not liable for damages or theft.

• Incidents must be documented with photos and a written statement.

• We will mediate between client and subcontractor, but any settlements are between those parties directly.

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11. Booking and Payments

• All bookings require confirmation.

• Payment is due as outlined in the booking process.

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12. Client Responsibilities

• Provide access to the property at the scheduled time.

• Secure pets, children, and valuables.

• No Direct Communication With Cleaners: Clients may not exchange personal phone numbers with cleaners or communicate outside of The Cleaning Crew. All scheduling and communication must go through the office.

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13. Dispute Resolution

• The Cleaning Crew will mediate disputes between client and subcontractor but is not a party to settlements.

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14. Lockout Policy & Fees

• Waiting Fee: $50 per 30 minutes.

• Return Trip Fee: $50 if cleaners must leave and return.

• Cancellation Fee: Applied if access is not granted within 30 minutes.

*****SEE SECTION 2A for service-area trip fees.****

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15. Trash Removal Policy

• $50 per bag.

• Client approval required.

• Payment due before removal.

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16. Use of AI Assistance

• AI tools may be used for communication and documentation.

• Final reviews will be conducted for accuracy.

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17. Re-clean Guarantee

• Dissatisfied clients are eligible for a free re-clean after proper documentation and validation has been approved by a manager or supervisor within The Cleaning Crew.

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18. Non-Compete Agreement (Clients)

• Clients cannot directly engage with employees/contractors within 50 miles for 5 years.

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19. Confidentiality & Intellectual Property

• Clients may not misuse proprietary materials or confidential information.

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20. Payment & Termination

• Late payments may incur fees.

• Either party may terminate under specific conditions.

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21. Additional Booking Terms

• Force Majeure: No liability for delays caused by uncontrollable events.

• Subcontracting & Assignment: Allowed under same terms.

• Warranties & Guarantees: Issues addressed within 24–48 hours.

• Insurance: Proof available upon request.

• Service Standards: Defined benchmarks; penalties for non-compliance.

• Dispute Resolution & Legal Fees: Mediation/arbitration required before litigation. Prevailing party recovers fees.

• Claims & Refunds: Must be submitted within 24–48 hours.

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22. Website Terms & Conditions

• Lawful Use: Website must be used lawfully.

• Reviews & Feedback: May be used in marketing.

• Cookies: Enhance experience; opt-out available.

• Third-Party Links: Not our responsibility.

• Termination: Services may be suspended for violations.

• Liability Limits: Limited to cost of service.

• Data Security: Protected per privacy laws.

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23. Access to Property

• Clients are responsible for ensuring clear access at the scheduled time.

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24. Children Policy

• Children under 18 may not be left unattended during cleaning for safety reasons.

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25. General Considerations

• Client Education: Pre/post service guidelines.

• Emergency Contact: For accidents or damages.

• Compliance & Taxes: Clients are responsible for applicable taxes.

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26. Terms for Hourly Cleaning Services

• When booking an hourly cleaning, The Cleaning Crew will perform tasks based on the client’s priorities within the reserved time.

• Hourly cleanings do not guarantee the entire home will be completed—only that professional cleaning will be provided for the exact hours booked.

• Industry standards show that a half bathroom typically takes 20–30 minutes, a full bathroom 45–60 minutes, light kitchen cleaning 30–45 minutes, deep kitchen cleaning 1.5–2 hours, vacuuming and mopping 1,000 sq. ft. of flooring 30–45 minutes, and bedrooms or living rooms 20–30 minutes each. Extras such as inside refrigerators or ovens each take 30–45 minutes, and interior windows average 10–15 minutes per window. Homes with heavier buildup, clutter, or larger square footage will take longer.

• Clients must provide a priority list before or at the start of the appointment; if no priorities are listed, cleaners will use their judgment.

• Once time is up, cleaners will stop, and unfinished tasks require additional hours to be booked by the client—we will not automatically add time or tell you more is needed unless specifically requested.

• Hourly services do not qualify for a re-clean, under any circumstance.

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27. Key Legal Clauses for Subcontractors & Clients

• Confidentiality & Non-Disclosure

• Indemnification

• Termination for Convenience (30-day notice)

• Health & Safety Compliance

• Non-Disparagement

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28. Airbnb Turnover Terms & Conditions

To ensure smooth, efficient, and guest-ready turnovers, we kindly ask all Airbnb partners to review and follow these policies:

Laundry & Linens Policy

• Two sets of sheets per bed required.

• Property will always be 100% guest-ready.

• Backup set may be left clean in dryer (does NOT affect readiness).

• Clients are not responsible for folding or putting away laundry.

Alarm Code Policy

• Must be provided before arrival.

• Failure may delay cleaning or result in police dispatch.

Cleaning Closet Code & Key Policy

• Must provide correct code.

• If not, lockbox with key required on same door.

• Hidden/loose keys not acceptable.

Extended Time Policy

• Stays over 7 days or homes left in poor condition may require extra time.

• Additional hours communicated in real time and billed hourly.

Check-In / Check-Out

• Standard turnover times are 11am–4pm unless otherwise communicated in writing. Early check-in will require a $50 additional payment.

Pest Policy

• Rats, spiders, cobwebs, or other pest issues are not our responsibility and cannot be grounds for a re-clean.

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29. Additional Terms

Language Policy: Some of our cleaners may not speak English fluently. However, all team members are trained to follow our detailed cleaning checklists and quality standards to ensure consistent results. Language ability does not disqualify a cleaner from completing a scheduled service. If you have specific instructions or preferences, please communicate them in writing through your booking notes or by contacting our office prior to your cleaning. Our management team will ensure the information is properly relayed to your assigned cleaners.

• Square Footage Policy: Square footage is based on the total size of the home, including all rooms, hallways, and spaces, using Zillow or other published sources. Clients may NOT exclude certain rooms to lower the quoted square footage.

• Deep Clean Requirement: A deep cleaning is required before starting any bi-weekly cleaning schedule. If service frequency goes longer than bi-weekly, pricing is subject to change.

30. Environmental & Safety Policy

To ensure a safe and healthy work environment for our cleaners, as well as to maintain the quality of service provided to our clients, the following conditions apply:

Smoking

Smoking is not permitted inside the property while cleaners are present. Strong lingering smoke odors may result in additional charges due to the extra cleaning and ventilation required.

Air Quality

The property must have adequate ventilation and a safe air quality level while cleaners are on-site. Cleaners reserve the right to leave if conditions pose a health risk (such as excessive smoke, mold, or chemical fumes).

Quality of Environment

The property should be maintained in a manner that allows cleaning staff to safely and effectively perform their work. Excessive debris, unsafe structural conditions, or hazardous waste must be disclosed prior to the appointment.

Temperature of Environment

Properties must maintain a reasonable indoor temperature (between 65°F–78°F) during cleaning. Extreme heat or cold that compromises cleaner safety or efficiency may result in service rescheduling.

Safety of Cleaners

Our staff must be provided with a safe and respectful work environment at all times. Any behavior, conditions, or hazards that compromise the safety of cleaners may result in immediate termination of services and forfeiture of payment.

Window Cleaning Policy

Exterior window cleaning can only be performed when temperatures are above 55°F; interior windows may still be cleaned, but no refund or discount will be issued for the exterior portion, and a $100 minimum trip fee applies, if the interior total is below $100, the service must be canceled or rescheduled.

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31. Arbitration and Collection Costs

In the event of arbitration, mediation, or any legal action arising from this agreement, the client agrees to be responsible for all associated attorney’s fees, arbitration fees, court costs, and collection expenses incurred by The Cleaning Crew in enforcing its rights or collecting payment due.

Should arbitration or legal proceedings determine that The Cleaning Crew is entitled to relief or payment, all costs related to enforcing the agreement—including reasonable attorney’s fees and administrative expenses—shall be added to the balance owed.

Retaliation, and Non-Payment

• If a dispute is filed on a credit card charge, The Cleaning Crew will pursue the matter in court.

• Clients will be responsible for fines, court fees, attorney fees, late fees, inconvenience fees, and compensation for time billed at $50/hour (including travel and time spent in court).

• If a bad review is left in retaliation, clients may be held legally responsible for defamation/slander.

• If no payment is made after services are rendered, the same legal action applies, including recovery of fees and time.

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32. Updates to Terms and Conditions

We may update or modify these Terms and Conditions at any time without prior notice. Updates are effective immediately upon posting.

By booking with The Cleaning Crew, you acknowledge that you have read, understood, and agree to these Terms and Conditions.