Terms & Conditions
TERMS & CONDITIONS
By requesting an estimate, booking online, signing an estimate, authorizing payment, replying by text or email, or allowing services to begin, you (“Client”) acknowledge that you have read, understood, and agree to these Terms & Conditions.
1. Estimates, Pricing & Payment
Quotes are estimates based on information provided by the Client and are valid for 30 days unless otherwise stated. Estimates do not reserve an appointment until confirmed and, when applicable, paid.
Pricing is based on square footage, occupancy, condition, accessibility, requested scope, service frequency, and labor required. Services are billed by total labor hours, also called “man-hours,” rather than the number of cleaners assigned.
The Cleaning Crew may adjust the price, labor hours, scope, schedule, or assigned personnel if property conditions or service requirements differ from those disclosed or change over time. Specific cleaners or teams are not guaranteed unless confirmed in writing.
Additional labor or charges require Client approval before work continues. If declined, service will end when the purchased labor hours are completed. A minimum service charge applies regardless of the actual time spent.
Booking authorizes charges for approved services, add-ons, taxes, additional labor, parking, tolls, access costs, cancellation, lockout, trip, and other applicable fees. Emergency, same-day, or holiday services may be subject to premium pricing. Discounts may not be combined unless expressly stated.
Payment is due upon completion unless prepaid. Recurring clients authorize automatic payment after each service. Applicable taxes and government-required fees will be added where required by law.
Unpaid balances may result in late fees, interest, collection costs, attorney fees, court or arbitration costs, and suspension or termination of service where permitted by law. Filing a chargeback does not eliminate the Client’s obligation to pay for services properly performed.
2. Scheduling, Access & Property Readiness
Appointment times are estimated arrival windows and may change because of traffic, weather, staffing, emergencies, or earlier appointments.
At least 24 hours’ notice is required to cancel or reschedule. Cancellations, reschedules, denied access, or unavailable properties within 24 hours are subject to a $50 cancellation, lockout, or trip fee.
The Client must provide accurate access instructions, alarm codes, working water and electricity, adequate lighting, reasonable indoor temperatures, and safe working conditions. Waiting time, delays, or return visits caused by unavailable access or utilities may be billable.
The Client is responsible for parking, valet, permit, garage, gated-community, toll, or similar access costs required to perform the service. Scheduled services may not be transferred to another property without approval.
If a property manager, tenant, realtor, family member, or other third party provides access or instructions, the Client remains responsible for authorization, payment, and compliance with these Terms.
The property must be reasonably ready for cleaning. Construction, repairs, movers, painters, inspectors, contractors, excessive clutter, or other interference may require additional labor, rescheduling, or cancellation.
The Cleaning Crew is not responsible for lost, stolen, or malfunctioning keys, lockboxes, gate systems, alarms, electronic locks, access devices, or false-alarm charges unless caused by proven negligence.
3. Client Responsibilities
Clients must secure children, aggressive or unsecured animals, firearms, medications, confidential documents, valuables, fragile items, and irreplaceable or sentimental belongings before service. Excessive clutter, trash, or pet waste must be removed unless specifically included in the booked service.
Clients are responsible for ensuring doors and windows are properly closed unless different instructions are provided.
Clients and occupants must not interfere with, delay, harass, intimidate, or create unsafe conditions for personnel. Repeated scope changes, interruptions, or delays may result in added charges or termination of service.
If the Client requests the use of on-site products or equipment, the Client must provide safe products in adequate quantities. The Client assumes responsibility for the performance of Client-supplied products or equipment, including delays caused by failure or malfunction, unless damage is caused by The Cleaning Crew’s negligence.
4. Scope and Service Limitations
Cleaning is limited to the service package and add-ons purchased. The Cleaning Crew’s current service checklist and service descriptions are incorporated into these Terms.
Specialty services—including inside appliances or cabinets, laundry, organizing, windows, carpet cleaning, upholstery, grout restoration, garages, pressure washing, and post-construction cleaning—are included only when specifically purchased.
Cleaning is a maintenance service and does not include restoration, remediation, repair, inspection, pest treatment, mold treatment, or specialized hazardous-material removal unless separately contracted.
Hourly services prioritize the Client’s requested tasks but do not guarantee completion of every item. Additional work requested during or after service may be treated as a separate service and charged accordingly.
Areas may be skipped without refund or discount when they are locked, obstructed, unsafe, excessively cluttered, inaccessible, or excluded by Client instructions.
Cleaners use step stools only and do not move heavy furniture, built-in appliances, mattresses, pianos, safes, exercise equipment, or other heavy or unstable items. Ladder, roof, and specialized-access work are excluded unless specifically contracted.
5. Safety and Right to Refuse Service
The Cleaning Crew may refuse, stop, modify, reschedule, suspend, or permanently discontinue service because of unsafe conditions, non-payment, repeated cancellations, abusive conduct, fraud, unreasonable expectations, active infestations, contagious illness, smoke, chemical fumes, biohazards, hoarding, excessive contamination, or violations of these Terms.
Hazardous materials, bodily fluids, needles, animal or human waste, mold remediation, pest remediation, bed bugs, fleas, rodents, and similar hazards are excluded unless specifically contracted.
Excessive buildup, grease, nicotine residue, pet contamination, neglect, or unusually poor conditions may require more labor, multiple visits, or an upgraded service.
Personnel may use appropriate protective equipment and decline work they reasonably consider unsafe. Time worked before a service is interrupted or stopped remains billable.
Deep, move-in, move-out, and post-construction cleaning may temporarily release airborne dust.
6. Results, Damage & Liability
Cleaning quality is evaluated according to reasonable industry standards, not personal preference or perfection. Cleaning improves appearance and sanitation but does not guarantee removal of permanent stains, odors, discoloration, rust, mold, mildew, hard-water deposits, mineral buildup, paint, adhesive, grout haze, oxidation, construction residue, or damage caused by age, wear, neglect, or prior conditions.
Window cleaning does not guarantee removal of hard-water stains, failed seals, scratches, oxidation, mineral deposits, or damage to deteriorated screens. Post-construction cleaning excludes paint, adhesive, grout-haze removal, and restoration unless purchased.
The Cleaning Crew is not responsible for unsecured valuables; pre-existing damage; hidden defects; normal wear; unstable, improperly installed, fragile, or deteriorated items; manufacturer defects; leaking plumbing; overflowing fixtures; roof leaks; appliance or utility failures; or damage caused by contractors, tenants, guests, movers, maintenance personnel, or other third parties.
Claims for damage, reimbursement, or insurance must be reported within 24 hours of service with photographs and before repairs, replacement, or third-party work. The Cleaning Crew must be given a reasonable opportunity to inspect the claimed damage.
To the fullest extent permitted by law, The Cleaning Crew’s liability is limited to the amount paid for the specific service giving rise to the claim. The Cleaning Crew is not liable for indirect, incidental, special, or consequential damages, including lost profits, lost rental income, or business interruption.
7. Satisfaction Guarantee
Except where required by law, refunds are not provided.
Service concerns must be reported within 24 hours of completion and supported by photographs when requested. Approved concerns may qualify for one complimentary re-clean.
Clients are encouraged to inspect the property before the team leaves. If the Client is unavailable, service is considered complete when the team departs, subject to the 24-hour re-clean policy.
The Client must allow The Cleaning Crew a reasonable opportunity to inspect and correct concerns before seeking reimbursement, hiring another contractor, or initiating a chargeback. Additional touch-ups requested after the correction period may be charged as a new service.
Except for an approved complimentary re-clean, services are provided “as is” without additional express or implied warranties to the fullest extent permitted by law.
8. Photos, Records, Privacy & Communications
The Cleaning Crew may take before-and-after photographs for documentation, insurance, training, quality control, and dispute resolution. Photos will be used for marketing only with the Client’s written permission.
Electronic estimates, invoices, booking records, photographs, emails, text messages, call records, and payment records may be retained and used as evidence of authorization and services performed.
Calls and communications may be recorded or retained for training, quality assurance, documentation, and dispute resolution where permitted by law.
Client information may be processed by employees, subcontractors, independent contractors, payment processors, scheduling systems, or AI-assisted administrative tools for legitimate business operations.
Security cameras are permitted where lawful but may not be used to harass or intimidate personnel. Standard messaging rates may apply. Reply STOP to opt out of promotional SMS messages.
9. Vacation Rentals, Gift Certificates & Promotions
Vacation-rental clients must provide complete access information, alarm codes, turnover instructions, and two complete sets of linens per bed. Additional charges may apply for excessive messes, unauthorized guests or pets, excessive laundry, missing supplies, early check-ins, late check-outs, inventory handling, or work outside the booked scope.
Gift certificates and prepaid packages are non-refundable and expire only as permitted by applicable law. Promotional discounts cannot be combined unless expressly stated.
10. Legal Terms
The Cleaning Crew may assign, replace, or use employees, subcontractors, or independent contractors as operationally necessary. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between the Client and The Cleaning Crew.
Clients agree not to directly hire or solicit Company personnel for cleaning services for two years following the last service, where permitted by law.
Clients agree to contact The Cleaning Crew and provide a reasonable opportunity to resolve any issue before initiating a payment dispute or chargeback.
These Terms are governed by Indiana law, with venue in Marion County, Indiana, unless otherwise required by law.
Failure to enforce any provision does not waive future enforcement. If any provision is found invalid or unenforceable, the remaining provisions remain in full force and effect.
These Terms constitute the entire agreement and supersede prior verbal or written agreements concerning the service. The Cleaning Crew may update these Terms; the version in effect on the booking date governs that service unless otherwise required by law.
11. Electronic Acceptance
Booking online, signing an estimate, authorizing payment, replying by text or email, or allowing services to begin constitutes electronic acceptance of these Terms and has the same legal effect as a handwritten signature.