These terms of service are designed to help our clients understand the extent of services they are purchasing. These terms clarify and describe our guarantee, exclusions, cancellations and potential problems we strive to avoid if at all possible. With your help and acceptance of this agreement, these issues can be averted to ensure a successful service to you and your property. These Terms of Service define the responsibilities and liabilities of Clean + Repeat and our customers.
There is NO contract or minimum number of cleanings or services needed to book with us—we work to earn your continued business with every service.
By scheduling a one‐time or recurring service with Clean + Repeat, you agree to the following terms and conditions:
GENERAL LIMITS, CONDITIONS AND LIABILITY
100% SATISFACTION GUARANTEE
If you’re unhappy with your service for any reason, we will re-clean the areas. Please call the office within 24 hours of service. Our cleaning technicians must be allowed back on the premises within 2 days of service.
If you still aren't unsatisfied with the results, we will issue a full refund.
INSURANCE, GENERAL LIABILITY, BONDING & TAX REPORTING
We carry a $1,000,000 liability insurance policy and a $25,000 fidelity bond. In addition, we hereby attest to our customers that Clean + Repeat collects and reports all employer‐required taxes for the cleaning technicians services to local, state and federal agencies.
Clean + Repeat is not responsible for any charges from a local police department which is called out due to an activated alarm which we are not able to turn off.
PETS “ESCAPING” FROM THE HOME
We cannot be held responsible for pets that “escape” the property when our cleaning technicians are entering/exiting your home. If your pet will be “roaming free” during the clean, please let us know in advance, so the cleaning technician can be on alert when they open doors. Our cleaning technicians are trained to close doors as soon as they enter and exit your home and will not leave doors open for long periods.
PET FECES AND URINE
Our cleaning technicians cannot touch or pick up pet feces, including emptying litter‐boxes. Urine stains on hardwood floors will be mopped by our cleaning technicians, but please understand that if urine has soaked into wood, the discoloration (stain) may not come out. A flooring specialist should be contacted if this occurs.
CLEANING‐DAY HOME PREPARATION
Your price for cleaning and turnover is based on what the technicians focus on cleaning, not routine housekeeping. If this is a one-time cleaning or turnover service, we ask that you take a few minutes the night before a scheduled service to “pick up” any areas to be cleaned and remove any dirty dishes from kitchen sinks. This will allow the cleaning technicians easy access to the areas/surfaces: floors, countertops, table tops, etc.
Our cleaning technicians bring their own tools and products needed to thoroughly clean your home. If you prefer to supply your own cleaning products or solvents, we are not responsible for any damage that may occur with use.
To keep our costs down, your technician will wipe your window tracks, but we do not guarantee a thorough cleaning—traces or dirt or residue may get left behind, especially in the corners and around window hardware, latches, etc. Because of the time it takes to perform a thorough cleaning, we offer this service by request and charge by the hour.
Our tools and techniques allow us to remove most of your home’s dust in a reasonable amount of time.
Settling dust: During the dusting process, some dust becomes airborne and will not settle until your technician has left the property. This is more common in first time cleanings and may take several visits before settling dust becomes minimized.
Dusting knick‐knacks, collectibles, picture frames and other small items: We dust small items based on the size and the number of items on a shelf or flat surface like a mantel. If there are 10 or fewer small items on a shelf, we will hand dust them and the surface below and return the item to the shelf. If there are more than 10 items per shelf, we may dust the items where they sit and the surface around them.
Dusting height limitations: Our technicians our unable to dust items on shelves or on a wall higher than a cleaner can reach by standing on a 2-step ladder. We do use extension poles to high dust rooms, but we will not high dust items that may tip over or hung on the wall to prevent damages.
SHOWERS AND TUBS
Showers and tubs can accumulate lime, calcium and soap scum. Our cleaning solutions work to cut through these deposits, however it may take two to three visits before showers and tubs become free of these deposits. Mold and mildew can grow deep into and behind grout or calk—surface stains will be minimized by our cleaning products, but completely eliminating it may require the shower to be re‐grouted or re‐caulked.
DAMAGE OR BREAKAGE
Our cleaning technicians exercise reasonable care when cleaning your home. We carry insurance for damage or breakage caused by our cleaning technicians. We are not liable for damage that is caused by “normal wear and tear,” improper installation of an item in your home or artwork, collectibles or family heirlooms valued over $75. These items include, but are not limited to:
Carpet and rug snags: Carpet snags are the result of “exposed loops” caused by normal wear and tear which are snagged by a vacuum. We use top-of-the-line vacuums, set to industry standards, in order to limit snags while still providing a high quality clean.
Broken blinds: Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/cords can weaken over time causing them to break.
Improperly hung photos/fixtures: If these items are secure and properly attached to the wall, they should not fall when the item is being dusted or wiped.
Artwork, collectibles and other valuables >$75: We understand the expense and sentimental value of these items, so we will not take the risk of cleaning such items. It is the customer’s responsibility to inform Clean + Repeat of any such items existing or brought into the home after the initial setup that may fall into this category.
Use of homeowner’s vacuum: If you request our cleaning technicians to use your personal vacuum, we will not assume or accept any liability for damage to the unit. (Since we are not responsible for maintenance or training with the unit, we can not be responsible for any repairs to it).
PAYMENT FOR SERVICES
Payment is due at the end of the business day on the day the services are delivered. We accept payment by credit and debit card only. We do not accept cash, check, Venmo or any other form of payment.
We do not charge your card until after the cleaning is complete. Within 24 hours before your appointment we will place a hold to verify the funds are available. Our online payments are processed through a 256-bit encrypted form that transmits information over an SSL connection. Stripe.com is our processor and all information is securely stored through their institution. (Please note if there is no parking close to the property, we will pay for parking and add that fee to your invoice.)
Refunds: We understand that cleaning is a personalized and subjective service. If you are not happy with the quality of your service, our technicians will re‐clean any areas free of charge within 2 days. If you are still not happy, we will refund your money. No questions asked.
SCHEDULED “ARRIVAL TIME” FOR CLEANINGS
When booking your service, we provide an estimated time when you can expect our cleaning technicians to arrive at your home. Actual arrival time may vary, due to unforeseen circumstances—traffic jams, weather, needing extra time to finish cleaning a previous home, etc. If your cleaning technicians are expected to be delayed by 30 minutes or more, we will inform you.
SCHEDULED “DEPARTURE TIME” FOR CLEANINGS
We do prefer you to be present for the cleaning of your home—however, if you can’t be there, we ask you to provide prior notification on how to access your home so you can securely leave a key and we can lock up. Please be aware that we are unable to notify you via phone call, text or email before we finish so that you can return and lock up. If you choose to have us leave the door open, we will not be held liable for any damage or burglary to the home. Similarly, if you leave the door unlocked, we are not responsible for any burglary to the home.
You are responsible for providing cleaning technicians access to your property. If our cleaning technicians cannot enter the home, you will be charged the full cost of estimated service. Clean + Repeat can work with you to provide a key box in which you can leave your key for the cleaning technicians to gain access to your home for the duration of your cleaning services. If you provide a key to the cleaner, you must contact the office. The office will email you a key receipt. Please keep this receipt as proof that you have provided us with a key.
Please let us know as soon as possible if you need to reschedule or cancel your cleaning appointment. Your cleaning technicians count on your business—if you can, we ask that you provide us with at least 5 days advance notice of any scheduling changes. This gives us an opportunity to find another property for them to provide their services.
SCHEDULING CHANGES CAN RESULT IN THE FOLLOWING:
The price for your recurring service is based on time between cleanings. We have 3 recurring price categories:
Weekly (Once a week)
Bi‐weekly (Every two weeks)
Monthly (Every four weeks)
RESCHEDULING YOUR CLEANING
Rescheduling your cleaning can result in the cost of your service being less, more or the same as your last cleaning. Time will be considered for vacations when the home is not occupied.
Example 1: Bi‐weekly customer “skips” a cleaning, creates a four‐week interval between visits and the applicable (higher) monthly rate will apply to the next cleaning.
Example 2: Bi‐weekly customer who requests an additional cleaning in‐between scheduled visits would be charged the applicable (lower) “weekly” rate for the next 2 cleanings, as there will be a one‐week interval between both cleanings.
Example 3: Monthly customer requests more than 4 weeks between cleanings—the next visit will be billed hourly and then the recurring service price will resume with a new 4 week interval.
0-24 hours’ notice before scheduled cleaning: Full cost of anticipated cleaning.
24-48 hours’ notice before scheduled cleaning: $100.
48 hours or more notice: No fee.
NO AVAILABILITY – It is our goal to meet every cleaning request, however cleaning dates do book quickly, especially during busy months. The best way to reserve an alternative date is to reschedule as soon as possible.
FEE FOR RESCHEDULE, CANCELLATION OR LOCK‐OUT WITH LESS THAN A 48‐HOUR NOTICE
We’re happy to work with customers to reschedule and cancel services throughout the year to work around your schedule. This policy has to do with rescheduling service or cancelling an appointment with less than 48 hours’ notice.
Please note, some last minute cancellations can be prevented if a customer provides us with access to their home using a garage door code, key, lockbox or other method. Clean + Repeat is bonded and insured against any problems associated with giving us access to your home.
ADDITIONAL FEE (FOR ADDITIONAL TIME NEEDED TO CLEAN YOUR HOME)
When purchasing our vacation rental services, you are purchasing reliable, well‐trained, insured, trustworthy labor. There may be an occasion where our technicians need more time to complete the specific program you purchased. A few examples include:
- The condition of your home is different than what was represented when we established your service order
- Excessive dirt/dust/stains resulting from remodeling/construction, post‐party cleanup, etc.
If a particular cleaning requires more than the allotted time to finish due to the situations above, we will attempt to contact you by phone before we start the job. If we are unable to reach you by phone we will either work up to the allocation of time or not perform the service—we will never charge you more for your cleaning without your permission. If additional time is repeatedly needed, we would need to discuss a change in your regular fee.
QUALITY CONTROL AND INSPECTIONS
AUDITS AND INSPECTIONS
Clean + Repeat from time-to-time inspects and audits our cleaning teams. The inspector may inspect your home after a cleaning is completed after the cleaning technicians have left or during the final phase of cleaning or during the entire cleaning.
WE NEED YOUR FEEDBACK
Customer feedback is an important ingredient to a successful house cleaning service relationship. Your feedback helps us monitor the performance of your cleaning technicians and deliver the highest quality cleaning experience in the industry.
PICTURES OF BEFORE AND AFTER WORK
In the event that our cleaning technicians uncover damaged areas while cleaning, they are trained to document with photos and notify our office so we can communicate back to our clients. These pictures are used for documentation to meet our high quality standards. If you do not wish for photos to be taken of work areas in your home, please notify us in advance.
SAFETY AND WORK CONDITIONS TEMPERATURE SETTINGS
During Summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day while they are at work. On the day that your cleaning technicians arrive, we ask that you set the thermostat to 72 at the highest so your cleaning technicians can work in a safe environment without overheating.
For safety reasons, if our cleaning technicians arrive to a home that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaning technicians are instructed to adjust the thermostat while they are in your home. They will return the temperature to the previous setting before they leave. We still ask that you to let the air conditioning run on the day of your service because it can take several hours to cool a home to safe levels.
During the winter, we request that the home is between 60 and 72 degrees.
NON‐SOLICITATION OF CLEAN + REPEAT EMPLOYEES
When entering into an agreement for services with Clean + Repeat, you agree not to solicit for hire any staff member introduced to you by Clean + Repeat for any home‐related services. We spend a lot of time, money and resources hiring and training our cleaning technicians. When hired, each cleaning technician signs an agreement barring them from performing any home‐related service for any of our past or present customers.
Clean + Repeat is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personally identifiable information to outside parties.