Terms and Conditions
The Terms of Service forms a legal contract between the individual using the Service (“you,” “the Customer,”) and Clean with Care LLC (“Company,” “we,” “us,”, “Cleaning Company,” or “our”).
Please read these terms of use carefully. By using our site and/or making a booking via phone or online, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site and/or making a booking.
1. Booking/Payment/Parking
Bookings can be made either by phone or on Clean with Care LLC website.
Any price quoted by a Clean with Care LLC representative is based on the information provided by the customer at the time of booking.
Clean with Care LLC cleaning technicians have a 15 minute late arrival grace period in case of unforeseen traffic delays. A $25 refund will be given to the customer for a late arrival after the grace period time has exceeded. Or a fee-free cancelation or reschedule can be given to the customer.
Clean with Care LLC ONLY accepts major Credit and Debit card payments to secure and pay for booked cleaning services.
A hold will be placed on the customer’s card for the quoted booking price 24 hours before cleaning service takes place to ensure funds are available.
If the customer’s card on file is declined at the time of the card hold, the booked cleaning will automatically be cancelled in the system and the customer will be notified via automated email and phone by a Clean with Care LLC representative to inform the customer to provide an updated form of payment in order to continue with their original booked cleaning service.
If a declined card is not updated in a timely manner, Clean with Care LLC does not guarantee that the client will be able to resume to the original scheduled booking time and date.
We reserve the right to amend the initial quotation if upon inspection of the property or during the cleaning the cleaner assesses that the job is going to take more time to complete or should the Customer’s original requirements change. Any revised price will have to be accepted by the Customer before the additional cleaning time is carried out.
The Customer’s card will be officially charged for the cleaning services after the cleaning has been completed.
We require a parking space or valid permit for one vehicle, or metered parking is to be paid by the Customer for us to carry out any cleaning services.
The Customer is fully liable for paying any parking penalties incurred from any mistake or misinformation on their part.
2. Security
We take the security of your home very seriously, and work with each homeowner to establish a routine for entering and exiting. Current methods include, but are not limited to:
2.1 Letting us in on the day of service if you will be home when we arrive
2.2 Providing us with an extra key
2.3 Providing us with a lockbox, keypad, or garage code
2.4 Leaving us a key under a mat or pot to use and return or leave in the house when finished
3. Late Cancellation/Rescheduling
Because we reserve a time especially for you, please make any schedule changes 24 hours before service to avoid incurring a cancellation/rescheduling fee.
If you wish to cancel or reschedule a cleaning appointment, at least a 24-hour notice is required.
If a cleaning appointment is cancelled/rescheduled within 23 hours of your booked appointment a cancellation fee of $50 will be charged.
If a cleaning appointment is cancelled/ rescheduled within 5 hours of your booked appointment a cancellation fee of $75 will be charged
If the cleaner arrives at the home for your scheduled booking and is unable to enter the house due to no answer within 15 minutes, a cancellation fee of $75 will be charged.
We must adhere strictly to this policy to prevent wages being lost for your cleaner. We appreciate your understanding.
Late schedule changes due to unexpected circumstances not under your control will be reviewed on a case-by-case basis.
During the winter season, in the event of inclement weather, Clean with Care LLC will follow the closing and delay decisions of Spartanburg County Public Schools. Please make sure that your driveway, parking lot, sidewalk, and/or entrance is properly accessible to avoid cancellation/rescheduling fees.
4. Electricity and Water Notice
We cannot work effectively in a house without electricity or running water. Please ensure that your home – especially if it is empty and in the middle of being sold/bought/turned over – will have electricity and running water on the day of service. Late Cancellation/Rescheduling fees may apply if we need to make last-minute schedule changes due to lack of electricity or water.
5. Getting Ready for the Cleaning
Please don’t “clean” before we arrive, but do “pick up” as much as possible; for example, clearing the floors of clothing and toys, clearing surfaces of small items such as pens, coins, important documents, etc. Please don’t worry about countertop appliances and small pieces of furniture – we clean and move those as we go. This type of pick up will allow us to focus more on detail and quality for you. Please set your A/C temperature to 68-72 degrees F, especially during the summer months. We won’t be able to clean houses that are too hot and pose a safety risk to our employees.
The ideal cleaning situation is when no one is home. Since that is not always possible, please eliminate as many distractions as possible so we can work uninterrupted. Try to schedule your cleaning on a day when there will be fewer people at home. Please secure pets and keep children in another area as we are working with equipment and products that may not be safe for children.
6. Trash Disposal
We dispose of any trash obtained from the Customer’s home, following a cleaning service.
7. Quality Control
Our quality control system consists of email requests for feedback after each visit. It is interactive and dependent upon your feedback and communication to function. We need your input on the overall experience and quality you are receiving so that we may address issues that are important to you. We will correct or address any issues we are made aware of.
8. Pets
The last thing we want to do is upset your pets as we clean, and we’ll work with you to make the experience pleasant for all involved. The following are our policies regarding pets:
8.1 Let us know ahead of time if there are any arrangements you have in place for your pets while we clean.
8.2 For sanitary purposes, we do not clean up after sick pets or pet accidents.
8.3 Please secure any pet that may be overwhelmed by our presence and/or pose a threat.
8.4 Please secure any pet that is likely to try to run out the door and escape the house.
8.5 The obligation for control and care of all animals on the premises is on the customer.
8.6 Clean with Care LLC cannot be held responsible for the escape or safety of pets.
9. Products
We provide our own cleaning products and equipment unless the customer prefers us to use their own products and equipment.
If customers prefer their equipment to be used, we do ask that it’s in safe and working conditions for our cleaning technicians.
Customer understands that by requesting our cleaning technicians to use their equipment instead of the companies does not put Clean with Care LLC and it’s cleaning staff at fault for damage or misuse of their equipment.
Our products are EPA certified for the safety of the environment and the cleaning technicians. We will occasionally use stronger products as needed and if permitted by the homeowner.
10. Poor Service/ Breakage/ Accident/ Damage/ Theft
The customer accepts and understands that poor service, breakage, accidents, damage and theft must be reported within 24 hours of the service date. Failure to do so will entitle the customer to no recovery cleaning.
Clean with Care LLC may take up to two business days to respond to a complaint
If Clean with Care LLC is responsible for any damages, we require detailed information to give to our insurance company for an investigation.
We hate it when breakage happens, and we do our absolute best to prevent it! If our cleaning technician is uncomfortable with cleaning a specific area/item due to possible breakage occurring, we advise that the cleaning technician avoids such area/item and the client will be informed as to why that area/item was not cleaned. The following is critical regarding our breakage policies:
Sometimes breakage occurs when there are “boobytraps”. These are accidents waiting to happen (pictures not hung securely, top heavy items with unstable bases, wobbly, tippy objects). Each incident is reviewed on a case-by-case basis. We cannot take responsibility for “boobytraps”.
Please remove unstable breakables to a place we do not clean (we do not clean inside curios, china cabinets, or clear wet bar shelves).
Please move expensive figurines or glassware to a location we do not clean or have us skip that area completely if you do not wish to accept the risk.
We will cover the cost of repair or replacement of items when breakage value is verifiable. In some cases, we will have the broken item repaired by a professional restoration company. Breakage values must be verified before replacement or reimbursement will be authorized. Please save the broken item for our inspection. Breakage must be reported within 24 hours of discovery.
If the customer is not satisfied with the cleaning service (poor service) and a complaint has been placed within 24 hours after the job was completed, Clean with Care LLC reserves the right to return a cleaner and re-clean any area and/or items to the customer’s satisfaction.
Clean with Care LLC strives for 100% customer satisfaction. In the event that a customer is dissatisfied with service provided (poor service) but does not want a re-clean, a discount of service will be provided to the customer.
11. Insurance
Clean with Care LLC and all employees are covered by up to $1 Million in General Liability insurance. Fraudulent claims will be prosecuted to the full extent of the law.
12. Special Policies and Service Limitations
Our cleaning technicians do not climb higher than the company’s two-step ladder.
We are not a restoration company and cannot perform certain services due to insurance and safety concerns. In an effort to be transparent and informative as possible, some things that we don’t offer include, but aren’t limited to:
- Disassembling light fixtures
- Disassembling seals on shower doors
- Disassembling furniture to clean it
- Disassembling any appliance (besides oven racks and fridge shelves)
- Lifting or moving heavy furniture over 15 lbs.
- Lifting or moving large fragile items
- Removing permanent stains from furniture, floors, cabinets, carpets, etc.
- Carpet steam cleaning
- Washing the walls
- Hand-scrubbing or steam cleaning floors
12.1 We are not an extermination or mold/biohazard remediation company and cannot provide services in residences that show evidence of hazardous situations. We reserve the right to refuse to clean (or immediately stop cleaning) if there are signs of the following problems, and we must charge our lock-out fee of 50% of the scheduled cleaning.
- Pest infestation – cockroach, bedbugs, fleas, etc.
- Animal infestation – birds, mice, rats, bats, etc.
- Excessive/Uncontrolled Mold Growth Human waste, blood, and bodily fluids
- Hoarding other hazardous situations
13. Pricing
Our cleaning services’ prices are based on the scope and size of your space.
13.1 First Time Service – Please be as specific and honest as possible on your booking to ensure your cleaning is fit to your needs. The risk in under-booking is that the cleaning may only be partially completed, and our schedule may not allow us to stay longer.
13.2 In order to verify accurate house information, we will check the size and layout of your home against public records.
13.2 In order to book our services, we require a major debit or credit card for our records.
13.3 Because we are unable to perform a walk-through to verify the size and condition of the home for every booking before service, our pricing reflects assumptions of the level of cleanliness and the amount of time/effort required to clean based off information provided by the customer at the time of booking.
13.4 On the day of service, our techs will perform a walkthrough before starting work. They will take note of any items or areas that need special care or specific instructions from you and will assess if the package you purchased allows them adequate time to complete the job to a satisfactory level. We will notify you if we cannot complete the work in the estimated time frame and give you the option to either add more time to the job for an hourly charge, or have us focus on your top priorities within the allotted time frame.
13.5 Recurring Service – Customers are provided a discount at the time of booking for recurring services. If a customer cancel recurring services after the first booking has been completed, the card on file will then charge the customer the difference for a One-Time clean.
We assume similar levels of organization and build-up during each visit. If there are changes to the amount of work involved or clutter to handle, we will contact you and reassess our prices as needed.
13.6 Add-On Service – All add-ons must be added to your appointment 24 hours before your scheduled appointment to ensure that we can provide the service you’re requesting, and our employees are prepared with enough time and the right supplies to perform the request.
If add-ons added on the day of the service, the customer will be charged for the service, in addition to a flat rate fee of $25.
13.7 Refunds- Because Clean with Care LLC. does not charge for service until it has been completed, we do have a no refund policy. In some cases, (poor service, breakage, theft etc.) a discount of service can be provided to the customer.
14. Photos Of Your Home
We take before and after photos of our work to build trust with our customers of guaranteed services offered, proof of performance as well as for promotion and training purposes.
Clean with Care LLC. will not use any photos for promotional purposes that reveals our customer’s identity. Examples include personal photos, awards, any documentation that provides customer/family information or faces on them.
If you do not want before and after photos to be taken of our work areas in your home, please notify us before cleaning.
15. Rate Adjustments
Clean with Care LLC reserves the right to adjust the rates annually for inflation or increased cost of supplies and labor. Any changes in rates will be communicated to the customer within 30 days of adjustment.
16. INDEMNIFICATION
Notwithstanding any provisions in this Agreement and whilst Clean with Care LLC warrants that it shall use its best endeavors to ensure that the work is of the highest standard, no warranty can therefore be given and the Customer hereby agrees to waive all claims for any harm, loss including consequential losses, which it may substantially have against Clean with Care LLC, its employees, agents, mandatories and any other persons connected in some way to such work, such claims having arisen from any cause whatsoever.
Non-Solicitation Agreement:
We value our employees and pour an enormous amount of time, energy and, expense into our screening, hiring, and training process. This agreement helps safeguard our success at providing only the best staff to our deserving customers. Sadly, some people want quality without paying for it and attempt to undercut our efforts by trying to “poach” our employees. It is for this reason that our customers and employees must agree to our non-solicitation agreement. If breached, a fee of $3000 (for damages) will be assessed. This helps to minimize the risk of unfair solicitation that undermines the good experience all our clients have come to expect. Please help us maintain our extraordinary success by not soliciting our employees for hire directly. By booking our services, you agree to the following terms: Clean with Care LLC employees are not allowed to engage in a work-relationship directly with you for one full year after employment termination. You will be charged a $3000 finder’s fee if you hire a Cleaning Tech employed by Clean with Care LLC on an individual basis for private work.
Solicitation of a Clean with Care LLC employee for private hire will result in permanent termination of service and forfeiture of any unused gift cards as well as the $3000 fee. This does not preclude us from seeking other solicitation-related damages.