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.

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.

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.

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.

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 Home 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.
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.

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 reclean will be scheduled within 48 hours of the original service.

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.

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.

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.

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.

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.

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.

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.

11. Booking and Payments

All bookings require confirmation.
Payment is due as outlined in the booking process.

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.

13. Dispute Resolution

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

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.

15. Trash Removal Policy

$50 per bag.
Client approval required.
Payment due before removal.

16. Use of AI Assistance

AI tools may be used for communication and documentation.
Final reviews will be conducted for accuracy.

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.

18. Non-Compete Agreement (Clients)

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

19. Confidentiality & Intellectual Property

Clients may not misuse proprietary materials or confidential information.

20. Payment & Termination

Late payments may incur fees.
Either party may terminate under specific conditions.

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.

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.

23. Access to Property

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

24. Children Policy

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

25. General Considerations

Client Education: Pre/post service guidelines.
Emergency Contact: For accidents or damages.
Compliance & Taxes: Clients are responsible for applicable taxes.

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 reclean, and cleaners will prioritize tasks as instructed.

27. Key Legal Clauses for Subcontractors & Clients

Confidentiality & Non-Disclosure
Indemnification
Termination for Convenience (30-day notice)
Health & Safety Compliance
Non-Disparagement

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 will require an $50 additional payment to be made.

Pest Policy

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

29. Additional Terms

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. 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.