1. Agreement Overview
By booking and using the cleaning services provided, you agree to abide by the terms and conditions outlined herein. These terms constitute a legally binding agreement between you (the “Client”) and the cleaning service provider (the “Cleaning Company”).
2. Completion Guarantee
We are committed to providing you with a high-quality service. Although we aim to complete the service(s) within a time estimate, we cannot guarantee job completion if you are imposing a cut-off time within business hours or hours specified at time of booking. If you feel any of the items from the package checklist you selected were not completed, you must contact us within 24 hours of the completion of the service. We will make all reasonable efforts to resolve your concerns. We will first examine the before and after pictures taken by our cleaners and may ask you to also provide pictures of the concern(s). If warranted, we will ask a cleaner to go back to the property and resolve the area(s) of concern within a reasonable time frame at no additional charge to you. The Cleaning Company reserves the right to decide if the same or different cleaner will be conducting the touch-up cleaning. After the 24 hours of completion of the service, if no contact has been made to the Cleaning Company, all work is considered final.
3. Service Booking
Scheduling: Clients can schedule cleaning services through the website (book.deluxehomeclean.com) or over the phone ((509) 267-3030). All appointments are subject to availability. Please keep in mind that all service time bookings allow for a two-hour arrival window . Rescheduling: – Rescheduled bookings can be scheduled no more than 7 days from the original service date. – Rescheduled cleanings made within 7 days of your booking date, will be charged a $25 fee. – Rescheduled cleanings made within 48 hours of your booking date, will be charged a $50 fee. – Same day (within 24 hours) rescheduled cleanings will be charged a $100 fee. Cancelation: – Cancelations made within 7 days of your booking date, will be charged a $75 fee. – Cancelations made within 48 hours of your booking date, will be charged 50% of the cost of your cleaning fee. – Same day (within 24 hours) cancellations will be charged 100% of the cost of your cleaning fee. If you receive a cleaning discount on your first clean because you opted for a recurring service and then subsequently cancel a future booking, in addition to the above fees (if applicable) your first clean will also be charged the same as a one-time clean (you will be charged the amount that was discounted for booking a recurring clean).
4. Access to Property
Access Directions: Clients must provide access to the premises for the scheduled cleaning window. All directions for access to the property must be communicated at the time of booking (e.g., someone will be home to let the cleaner in, a key will be placed under the mat, a code will be provided, etc.). Access Difficulties: We will make every effort to communicate any difficulties gaining entry to the home including calling, texting, and/or emailing. Our cleaners will knock on the front door, ring the doorbell, and announce themselves upon arrival. If a key was not left and other instructions to gain entry to the home were not made available, then our team will wait up to 45 minutes before service would need to be rescheduled, and those services would need to be rescheduled within 24 hours, or they will be canceled (rescheduling or cancellation fees apply). Locked Out Fee: Any lockouts of 20 minutes or more will incur a $75 fee. Please note that this fee is in addition to any rescheduling or cancellation fee.
5. Preparation for Cleaning Service
General: Cleaners cannot lift or move items over 25 pounds. The cleaners cannot do junk removal, move personal items, or clean outdoor areas (with the exception of a patio if marked at the time of booking). Please be sure that any large debris or items are removed or relocated prior to the cleaning. If you want us to clean behind anything, we ask that you move it before we arrive. The cleaners do not travel with step stools or ladders. If there are any extremely high or out of reach areas that require cleaning, we ask that you provide a safe means of access. Equipment and Supplies: Cleaners bring all equipment supplies for the clean unless you specify otherwise at the time of booking. If you have specific product(s) you would like used, we ask that you notify us at the time of booking and have the product(s) out and clearly marked for the cleaners to use. Please do not ask cleaners to use products or equipment for services we do not offer (e.g., steam mops). Preparation for Optional Services (these are Extras specified at time of booking) : For kitchen cabinet cleaning, please ensure cabinets are emptied prior to cleaner arrival. For freezer cleaning, please ensure freezers are fully defrosted prior to cleaner arrival. For oven cleaning, please ensure the oven self-clean feature is complete prior to cleaner arrival. For laundry, please ensure what is to be washed is clearly marked and desired products (e.g., detergent) are easily accessible.
6. Property Condition
If, upon arrival, the condition of the property or any service area is materially different from what was represented at the time of booking, and we are unable to reach the customer after making reasonable efforts to do so, we reserve the right, at our sole discretion, to either: Complete the services and apply additional charges based on the actual condition of the property and the extra time or labor required; or Omit or limit services in any areas that were not accurately described at the time of booking. By scheduling service, the customer acknowledges and agrees that inaccurate or incomplete descriptions of the property may result in adjusted pricing, limited service, or refusal of service.
7. Cleaning Services
Scope: The scope of cleaning services will be as per the selected package or customized service agreed upon during booking. Pictures: Our cleaners are required to take before and after pictures of all areas they are working on to ensure cleaning standards. Failure to allow cleaners to take such pictures will result in a cancellation (cancellation fees apply). Additional Services at Time of Appointment: The Client will not ask the cleaner at time of appointment to do any extra work (e.g., “Can you quickly clean on top of the fridge”, “can you wipe down the inside of the closest?”). This must be communicated with the Cleaning Company. You should leave the cleaner to do their work according to their checklists. Any extra services requested at the time of appointment will not be honored unless you have first communicated directly with the Cleaning Company. Give Space to the Cleaners to Complete their Work: The Client will not bother cleaners/follow them around during the clean. Leave them to do their work and you can evaluate their work at the end of the service with a walk-through. This should take a reasonable amount of time (approximately 10 minutes). Please keep in mind cleaners will only do work according to the package purchased (e.g. cleaners will not be asked to do something that is part of a deep clean if you only purchased the standard clean). If conducting a walk-through while the cleaner is present, the cleaner will ask you to sign off on the clean at the end of the walk-through.
8. Rates & Payments
Rates: Cleaning service rates are flat-priced based on the size, condition of the property, and the type of clean selected as well as any extras. Rates are available on the website (book.deluxehomeclean.com) and are subject to change. Fees are based on job completion and quality, not time taken. We cannot offer a discount because the provider completed the job faster or slower than anticipated. Price Adjustments: Please be advised the price given over the phone or on the website is based off the information we receive from you. Occasionally pricing may change and will be confirmed with you beforehand. If the condition of the home is much dirtier or the home/area needing cleaned is much bigger than expected, we may need to adjust the pricing for service. If this is the case, we will contact you to discuss options. Please note that any customer cancellations that occur due to the inaccurate customer description of the condition of the home at the time of booking are subject to same-day cancellation fees. Also please keep in mind that our housekeepers are not qualified to clean up human or animal feces, bodily fluids, or deal with infestations, and if such is needed you may be referred to a biohazard cleaning service. If we cannot service you due to these conditions when our cleaners show up, a 50% service fee will still be charged for them driving out and their time slot used. Payment: We accept most major credit cards for payment. At this time we do not accept any other forms of payment except credit card (e.g., cash, check, Venmo, wire transfer, etc.). A hold for the full amount of the clean will be placed on your card upon booking, however you will not actually be charged until after services are provided (typically on the same day). Late Payment: If there are any issues with the payment method on file going through, a late fee of 15% may be applied to payments not received within 24 hours of the service date.
9. Liability
Property Damage: While the cleaning service provider takes great care in cleaning, they are not liable for damage to property caused by pre-existing conditions, improper installation, or negligence. Health and Safety: Clients must ensure a safe working environment for cleaning professionals. If there are any health or safety concerns, please inform the service provider in advance. Independent Contractor Status: Please be advised that our company operates as a referral agency. All cleaners referred by us are independent contractors and not employees of our company. As such, they are solely responsible for the manner and quality of the services provided to you, including compliance with any applicable laws, rules, or regulations. Our company does not assume liability for any aspect of the cleaning service provided nor for any actions or omissions by the cleaners. Limitation of Liability: By using our services, you acknowledge and agree that our company is not liable for any disputes, claims, losses, injuries, or damage of any kind that may arise out of or relate to the conduct of the cleaners. Your recourse for any grievances or issues pertaining to the cleaning service will be against the independent contractor directly, and not against our company, our affiliates, or our partners.
10. Confidentiality
Client Information: The cleaning service provider will treat all client information with confidentiality. They will not share or sell personal information to third parties.
11. Termination of Services
Termination: The cleaning service provider reserves the right to terminate services at any time for any reason, including but not limited to unsafe working conditions or inappropriate conduct.
12. Governing Law
This agreement shall be governed by and construed in accordance with the laws of WA state. Any disputes arising under or in connection with this agreement shall be resolved in the competent courts of WA state.
13. Changes to Terms & Conditions
The cleaning service provider reserves the right to modify these terms and conditions at any time. Recurring clients will be notified of any changes, and continued use of services constitutes acceptance of the modified terms.