Terms of Service

Before you book we ask you to tick a box confirming you accept these terms and our Privacy Policy. We record the date and time you accepted. By ticking it you confirm you understand that:

• Your price is based on what you told us about the space. If it is significantly worse than described, we photograph it and text you a revised price before starting.
• Nothing beyond the quoted price is ever charged without your written approval. If you would rather not go ahead at the revised price, the cleaner leaves and you pay a $40 trip fee only.
• If we cannot get in and nobody answers, we wait 20 minutes and then leave. That visit is charged as a $40 trip fee.
• Cancelling or rescheduling inside 24 hours costs $40.
• Anything fragile, antique, or worth more than $500 needs to be pointed out to us in advance.
• Damage must be reported within 48 hours of the visit.

Quotes are based on the information you give us. The price you see is a flat price, not an hourly estimate. You approve the price before any work begins.

Our prices assume the space is in normal condition for its size. If our cleaner arrives and the job is significantly heavier than described, we photograph the space and text you a revised price before starting. Extra time is billed at $45 per hour.

This applies to heavy buildup, hoarding conditions, post-construction dust, pet damage, and anything requiring specialist handling.

We do not start work until you approve the new price in writing. If you would rather not go ahead, the cleaner leaves and you are charged a $40 trip fee only.

You agree to give our cleaners safe access at the scheduled time. If we cannot get in and nobody answers, we wait 20 minutes and then leave. That visit is charged as a $40 trip fee.

Free to reschedule or cancel up to 24 hours before your appointment. Inside 24 hours, a $40 late cancellation fee applies. Recurring clients get one free late cancellation per year.

If you are not happy with something we cleaned, tell us within 24 hours and we come back and redo it at no charge.

If something is damaged during a clean, tell us within 48 hours of the visit. We photograph every job, and a 48 hour window lets us match a claim to a specific visit. We cannot accept damage claims made after 48 hours.

We are not responsible for:

• Pre-existing damage or normal wear
• Items that are unsecured, unstable, or improperly mounted
• Fragile, antique, or high value items you did not tell us about in advance
• Damage caused by a defect in the item itself

Tell us about anything fragile, valuable, or special before we start. If an item is worth more than $500, point it out and we will work around it.

Our total liability for any claim is limited to the amount you paid for the service in question.

We are not liable for indirect or consequential losses. That includes lost profit, lost income, business interruption, and costs arising from a missed appointment or event.

Our cleaners are introduced to you through Cleana. We invest in finding, vetting, scheduling and supporting them.

You agree not to hire or directly engage any cleaner introduced to you by Cleana, outside of Cleana, while you are a client and for 12 months after your last service.

If you do, you agree to pay Cleana a referral fee of $1,500. This covers our recruitment, vetting and lost service revenue. It is a genuine estimate of our loss, not a penalty.

Residential: due on completion unless agreed otherwise in writing.

Commercial and recurring: Net 7 from the invoice date unless agreed otherwise in writing.

Invoices unpaid after 14 days carry a $25 late fee plus 1.5% per month on the outstanding balance.

For safety reasons our cleaners do not handle:

• Biohazard, bodily fluids, or animal waste beyond routine litter
• Mold remediation
• Pest infestations
• Exterior windows above ground level
• Anything needing a ladder taller than two steps
• Heavy furniture that takes more than one person to move

If a job needs any of these, we tell you up front and point you to a specialist.

We take before and after photos on every job for quality control and to document condition. These are for internal use. We will not publish a photo of your space without your written permission.

We may update these terms as our services change. The current version always lives on this page. The terms that apply to your booking are the ones posted on the day you booked.

Questions? Call (602) 309-3035 or email [email protected].