Terms and Conditions

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Thank you for choosing The Prime Clean!

We are pleased to serve as your provider of residential and/or commercial cleaning services.

This page serves as a reference for any inquiries regarding your service and the Terms and Conditions that govern the service(s) you have purchased from us. These Terms and Conditions (“T&Cs”) contain essential information regarding your contractual relationship with us, including service policies, quality commitments, and guidelines to ensure your satisfaction with our cleaning services.

By accepting these T&Cs, you agree, on your behalf and on behalf of any individual residing in your household or providing services at your commercial establishment, that they shall be bound by these provisions if they directly or indirectly benefit from our services. Your acceptance of these T&Cs also constitutes your agreement to our Privacy Policy, available at theprimeclean.com/privacy-policy, which may be updated from time to time at our discretion. Our Privacy Policy details the information we collect, as well as how such information may be used and shared. If you have any questions or concerns regarding our Privacy Policy, please contact us.

These Terms and Conditions govern all cleaning services provided by us, whether for residential or commercial properties, and are subject to modification at any time without prior notice. We encourage you to review these terms periodically to remain informed of any updates or revisions. If you have any questions regarding these terms, please contact us for further clarification.

Thank you for selecting our company to provide residential and/or commercial cleaning services.

SECTION I GENERAL INFORMATION ABOUT THESE TERMS

1.1. PARTIES TO THE AGREEMENT

These T&Cs constitute an agreement between you, on your behalf, any individual residing in your household or working at your commercial establishment, and any person benefiting from our cleaning services, and us, Prime Clean Co LLC, along with our contractors (“we,” “us,” “our,” “cleaner,” “team”).

1.2. ACCEPTANCE OF THESE TERMS AND CONDITIONS

You accept these T&Cs by taking any of the following actions:

Providing us with a written or electronic signature or confirmation, or verbally informing us of your acceptance;
Scheduling, using, or paying for cleaning services; or
Authorizing the commencement of cleaning services.

If you do not wish to accept these T&Cs, please notify us before the cleaning services begin.

By accepting, you represent that you are of legal age (or are legally emancipated or have reached the age of majority as defined by your jurisdiction) and that you have the legal capacity to enter into an agreement. If you are accepting on behalf of a business entity, you represent that you have the authority to bind that entity, and references to ‘you’ in these T&Cs may refer to the business entity.

1.3. ADDITIONAL TERMS AND CONDITIONS

By purchasing our services, the following is included in addition to these T&Cs:

The conditions and pricing offered in the estimate provided to you;
Our business policies and practices as published online and/or provided to you (and as modified by us);
Our Privacy Policy;
Terms and Conditions for any additional services you select;
And provisions incorporated into these T&Cs.

You should be aware that our Privacy Policy, located at theprimeclean.com/privacy-policy, applies to the use of our cleaning services, the use of the data we collect from you, and the use of our website.

1.4. EFFECTIVE PERIOD OF THESE TERMS AND CONDITIONS

As a leader in cleaning services, we do not typically bind our clients to long-term service agreements. You are free to cancel at any time; however, such cancellation must comply with Term 4.10. Booking and Cancellation in Section IV. Payment Obligations.

If at any time a Service Commitment Agreement is executed, the Terms and Conditions of the Service Commitment Agreement shall take precedence over any conflicting provisions in these Terms and Conditions. All other provisions shall remain in full force and effect and continue to apply to the contracted service.

You are responsible for all financial charges incurred up to the end of your Service period or as a result thereof, including charges covering periods in which cleaning services are suspended due to non-payment. In most cases, this will occur at the close of the current billing cycle. Cancellation may also affect other billed services and any subscriptions you may have through us.

1.5. NOTICE AND COMMUNICATIONS

All notices and communications must be sent to:

Phone Call or Text: (619) 665 5200
Email: [email protected]
Website: www.theprimeclean.com

We may provide notices by mail, phone, or electronic means using the account information on record. Electronic notices are deemed delivered upon sending. Mailed notices are considered delivered 3 (three) days after dispatch.

We may contact you at no charge through any phone number associated with your account for any purpose, including communications regarding cleaning services, promotions, and other matters related to your agreement with us, in any manner permitted by law.

You also expressly agree to be contacted by us or our agents for any purpose, including billing, service scheduling, and communications related to the contracted services, at any mailing address, phone number, or any other electronic address where you may be reached.

You agree that we or our agents may contact you by any means, including pre-recorded artificial voice or an automatic telephone dialing system. You agree to notify us immediately if you can no longer be reached at any contact number you have provided to us.

You represent that you have obtained the consent of any other individuals in your household or commercial establishment to be contacted by us as described in this Section. You agree that all consents provided in this Section shall survive the cancellation of cleaning services.

You are responsible for notifying us immediately of any changes to your personal information, including but not limited to:

Full name
Address
Phone number
Email
Payment information

Keeping your information up to date is essential to ensuring efficient communication, proper billing of contracted services, and uninterrupted service continuity. We are not responsible for any issues arising from the failure to update this information.

If you wish to update your information, please contact us. To initiate any legal process, you must contact us exclusively via phone call or email.

1.6. ENFORCEMENT OF RIGHTS

Our failure to enforce any of our rights under these Terms and Conditions at any time or for any period shall not be construed as a waiver of such rights.

If any provision of these Terms and Conditions is determined to be invalid or unenforceable, the remainder of the Terms and Conditions shall remain in full force and effect as if the invalid or unenforceable provision had never been included in the Agreement.

1.7. ENTIRE AGREEMENT

This agreement is the sole valid reference between you and us for the provision of cleaning services, superseding and prevailing over any prior understandings, negotiations, or agreements, whether written or verbal.

SECTION II LIMITATION OF LIABILITY

2.1. CLAIMS AND DISPUTES

There are limitations of liability. We agree to limit claims and disputes for damages or other monetary compensation between us to actual direct damages, regardless of the theory of liability.

You also agree that all claims must be submitted within 24 hours from the date the service was performed, and we will proceed as described in Term 3.8. Warranty and Corrections, in Section III. Service Terms. We are not responsible for pre-existing damages or those resulting from conditions not disclosed by you.

We are not responsible for any damages, delays, interruptions, or other performance failures resulting from:

Deficiencies or issues with cleaning equipment or materials provided by you;
Unforeseen events, such as accidents or natural disasters, that may affect the performance of cleaning services;
Criminal activities by third parties;
Failures in delivery when using materials and/or equipment provided by you;
Other circumstances beyond our control, including acts of force majeure, riots, strikes, war, terrorism, or government orders or actions.

2.2. PROVISION OF PRODUCTS AND/OR EQUIPMENT

Our cleaner works with their own cleaning products and equipment, ensuring the quality and efficiency of the services provided. If there are any specific restrictions regarding the materials used, it is essential that you inform us at the time of contracting or with sufficient notice for us to accommodate.

If you wish, you may provide your own cleaning products and equipment. However, by choosing this option, you assume full responsibility for any damages, inefficiencies, or limitations these products may cause during the execution of the service. We are not responsible for the performance or any adverse effects of products and equipment provided by you.

Additionally, even if you choose to use your own materials and equipment, there will be no change in the price of the contracted service. You understand that we sell services based on work hours, and the materials used are merely a means to execute these services with quality and efficiency. Therefore, the service price remains the same regardless of who provides the products and equipment. However, if the use of equipment or products provided by you results in more cleaning time than originally anticipated, additional fees may apply to compensate for the extra effort required. This includes situations where the products are ineffective, require additional application, waiting time, or necessitate additional processes that impact the duration of the service.

If there are any restrictions due to allergies or other reasons, we ask that you inform us in advance. If you do not notify us, it will be understood that our team is authorized to use our cleaning products. We are committed to using high-quality products that ensure effective and satisfactory results.

We understand the importance of accommodating your individual preferences and needs during our cleaning services. Therefore, we request your cooperation in communicating any specific instructions.

SECTION III SERVICE TERMS

3.1. DIRECT EMPLOYMENT

The cleaners working with us have agreed in writing that they will not accept direct employment from any of our clients, except upon payment of a termination fee for each client.

This agreement shall remain in full force and effect during the period in which the cleaners are employed by us and for a period of two years following the termination of the contract with our company. Therefore, we respectfully request that you do not request or hire any cleaner directly, except through our company. If you choose to hire a current or former cleaner, or if such a request is made, a referral fee of $4,000.00 (four thousand dollars) will be charged.

If direct hiring occurs without our mediation, we understand that this constitutes a breach of this agreement, and the referral fee will be charged immediately.

After the payment of the referral fee, we will no longer be responsible for managing the cleaner, including but not limited to: liability protection, information security, scheduling, government taxes, service quality, payments, and any other day-to-day activities.

3.2. SERVICE SCHEDULE

We both understand that some cleaning sessions may extend beyond the estimated time due to accumulated dirt, impacting the day’s schedule and potentially causing delays in subsequent services.

To minimize these impacts, we allow a 1-hour buffer between appointments to absorb any unexpected delays. However, external factors such as traffic, weather conditions, difficulty accessing the property, or the extended time needed for previous cleaning may affect our schedule. For this reason, we cannot guarantee exact arrival times but are committed to maintaining transparent communication and notifying you whenever there is any change to the estimated time of arrival.

3.3. SUPERVISORY VISIT

For quality assurance purposes, one of our local supervisors may conduct an inspection of the cleaning service on the scheduled day. A prior notification will be provided to you, including the full name of the Supervisor. For your safety, we may use a communication code.

3.4. PHOTOS

Cleaning professionals may need to take photos for quality control purposes (before and after photos of the service). This is merely a procedural step and is for internal use only, allowing us to verify the service and assess the condition of the property before starting, as well as the cleaning results after completion.

The cleaners have agreed in writing that these photos will be sent exclusively to us and that they have no rights of use over them.

3.5. PETS ON THE PREMISES

You agree that the presence of pets on the premises during the cleaning may pose a safety risk due to the chemicals used by the cleaners.

To ensure the safety of the animals, you are responsible for removing them from the premises during the cleaning period, or for keeping them in separate, secure areas where they have no access to cleaning products. This will help prevent potential harm to the animals’ health and ensure a safe environment for all parties involved.

If you choose to keep the pet on the premises during the cleaning, you assume full responsibility for any harm that may be caused to the animal due to the cleaning products or other activities performed during the cleaning service.

We strongly recommend that pets be removed from the premises during the cleaning to ensure their safety and well-being.

3.6. MODIFICATION OR TERMINATION OF SERVICES

We may modify, limit, suspend, or terminate your Services or Agreements at any time, including if you engage in any of the prohibited uses described in these T&Cs, or if we are no longer able to meet the demand in your service area. However, you understand and agree that these Terms and Conditions prevail over any other prior communications or understandings and establish the guidelines governing the provision of our services. Any decision to terminate or suspend services will follow the provisions set forth in this document.

Under certain limited circumstances, we may also refuse to provide services at your residence or commercial establishment.

If any change to your Cleaning Plan materially adversely affects you, we will notify you of the change in advance. If we do not receive a negative report from you, you agree to any change by continuing to use the services after the effective date of the change. We may modify or discontinue certain types of services or additional offerings at our sole discretion.

3.7. USE OF CLEANING TIME

The use of cleaning time is measured from the moment the cleaning team enters the premises to be cleaned until the completion of the service, when the team exits. Depending on your Cleaning Plan, the amount of time required may vary. You may be charged for more than one cleaning visit when using certain features, resulting in multiple scheduled visits.

For certain Cleaning Plans, you will be charged for the reserved time, regardless of whether the full time is used, meaning the charge will be based on an estimated average time. If the cleaner arrives at the property and it is found to be in extremely dirty condition and unprepared for cleaning, we reserve the right to charge an additional fee or refuse service. Acceptance or refusal of the service will be at our sole discretion, and fees may be applied as described in Term 4.10. Booking and Cancellation in Section IV. Payment Obligations. See how to prepare your property by clicking here.

You understand that unreported situations are considered omissions that may directly affect your quote. The omission of relevant information that is identified only after the cleaners arrive at the premises is subject to refusal of service on our part and may result in the application of a cancellation fee of up to 100% of the estimated value. You will be notified before such a charge is applied.

Our team is instructed to follow the requirements for the cleaning they are performing. If you wish to request additional services, please contact our office at least one business day in advance so that we can schedule the additional tasks.

Changes to the schedule may result in price adjustments. You are aware that if the cleaners are subject to distractions that affect their ability to work, we reserve the right to charge additional fees for extra time spent or the level of difficulty, if the quote was provided at a fixed price. Distractions include pets, third parties, or service providers interfering with the cleaner’s professional tasks.

We provide cleaning services, and no other tasks may be requested from us. Therefore, cleaners are not authorized to receive packages, care for minors, answer the doorbell, fix items, or perform any other tasks outside of our scope. As such, we are not responsible for any additional activities agreed upon between you and the cleaner, and the cleaner is not authorized to provide any such services while performing their duties with us.

3.8. WARRANTY AND CORRECTIONS

We offer a 100% satisfaction guarantee within 24 hours for our cleaning services. If, for any reason, you are not satisfied with the quality of the service provided, please contact us within 24 hours of the completion of the cleaning, and we will schedule a follow-up visit to address any areas that did not meet your expectations, at no additional cost. This guarantee is valid only for cleaning services performed by us and is subject to these Terms and Conditions. Please note the time frame, as we do not provide refunds, as outlined in Term 4.9. Refunds, in Section IV. Payment Obligations.

We have up to one week to make the necessary corrections. If you do not contact us within the specified time frame, you will forfeit the right to the correction service. It is extremely important that you are present on the cleaning day to inspect the work with the cleaner. This helps prevent the need for future corrections.

Services, products, or materials, including equipment, provided by you may function differently from the services we offer or may not function at all. By using these products, we are not responsible for the quality or effectiveness of the cleaning results. For further details, see Section II Limitation of Liability.

SECTION IV PAYMENT OBLIGATIONS

4.1. PAYMENT OPTIONS

For your convenience, we offer the following payment methods for the cleaning services provided:

Credit Card
Debit Card
Direct Electronic Transfer (ACH Transfer)
Check

For the Direct Electronic Transfer (ACH Transfer) option, please contact us to obtain the necessary banking details. The check option is subject to approval and bank clearance.

It is important to note that payment options may vary depending on the Cleaning Plan you have selected. For more information about the payment options available for your specific plan, please contact us as described in Term 1.5. Notice and Communication, in Section I General Information About These Terms.

If you have registered a credit or debit card in our software, or provided any other payment information to process charges, it is your responsibility to ensure that the information is kept up to date. If there are any changes to your card or payment method, the update must be made immediately to avoid billing failures, potential service interruptions, and late payment fees, as outlined in Term 4.5 and Term 4.8 of this Section.

Amounts due will be charged immediately upon completion of each service, except in the case of Service Commitment Agreements, where the billing rules will follow the Terms and Conditions set forth in the Service Commitment Agreement, which shall prevail over these T&Cs.

4.2. TIPS

Although not expected, tips are greatly appreciated by our cleaners. Clients typically leave a tip of a few dollars after each cleaning or give a more substantial tip at the end of the year. Feel free to leave a tip based on your satisfaction with our service, whether a small amount or around 15-20% of the contracted service price, which is in line with standard practices in service industries. You can leave cash or add the tip to your preferred payment method. Rest assured, 100% of the tips go directly to the cleaners.

4.3. USE OF SERVICES

By contracting our services, you agree to pay all applicable fees, as detailed at the time of contracting. Charges may be one-time or recurring, depending on the Cleaning Plan or frequency selected. The price and frequency of charges will be disclosed before service confirmation.

The prices provided in the quote are based on the agreed cleaning frequency. To avoid additional charges, please consider the following recommendations:

Reason for travel or vacation: Consider opting for services typically not included in your plan instead of skipping the scheduled service. This ensures that your home remains well-maintained and welcoming when you return.
Health reasons: Maintaining a clean environment is crucial. We recommend isolating yourself in one room, allowing our team to disinfect high-contact areas throughout the rest of your home.

If there is a need to reschedule or cancel a scheduled visit within a recurring plan, an adjustment fee will be applied as follows:

Weekly Cleaning: 15% price increase on the subsequent visit
Biweekly Cleaning: 25% price increase on the subsequent visit
Other Frequencies: 35% price increase on the subsequent visit

This occurs because the contracted frequency directly impacts the team’s schedule and the level of maintenance of the cleaning in the property. To avoid additional charges, we recommend maintaining the original frequency whenever possible.

4.4. TAX

If applicable, you agree to pay all taxes and fees imposed by governments or government entities. We may not provide prior notice of changes to these charges. To determine taxes and fees, we use the service address provided by you. If tax laws require the use of a different address, we will use the best available information to determine the correct address.

Unless otherwise required by law, if you dispute the tax or fee applied to your invoice, you must request a refund of the disputed tax or fee within 14 days from the date of our invoice containing such tax or fee.

4.5. LATE PAYMENT AND DELINQUENCY FEES

You are responsible for all charges incurred up to the end of or resulting from your cleaning service period, including charges covering periods when the service is suspended due to non-payment. If you fail to make timely payment, we may charge a late fee up to the highest amount allowed by law.

We may also charge a returned payment fee in the highest amount allowed by law. We may restrict your payment methods to cashier’s check, money order, or other secure forms of payment at any time and for a valid reason. If your invoices are not paid or are overdue, your cleaning service may be suspended or terminated.

4.6. CREDIT CHECK

We do not perform credit checks for many of our services. However, not performing a credit check does not mean we will not report to credit agencies. In the case of late payments, missed payments, or other delinquencies on your account, we may report these incidents to credit agencies. These events may affect your credit rating and be reflected in your credit report.

4.7. ADVANCE PAYMENT

You may be required to make an advance payment, which could be part of the total charge or the full price. We reserve the right to apply these advance payments to any Cleaning Plan selected. While this request is uncommon, we may request advance payment for high-cost or large-scale Cleaning Plans.

Deposit Payment: Deposits must be paid at the time of booking to secure your appointment and will be deducted from the total service cost. The balance will be billed after the service is completed.
Refunds: Deposits are refundable if you cancel or modify the service in accordance with our policy outlined in Term 4.10. Booking and Cancellation, in this Section.
Non-Refundable Deposits: If cancellations do not follow our policy, the deposit will become non-refundable to offset potential losses and administrative costs.

4.8. SERVICE INTERRUPTION

If you decide to interrupt the service, whether for personal, emergency, or any other reason, the full service amount will be due.

You understand and agree that the cleaners assigned to your property have reserved this time exclusively to fulfill your request, preventing them from accepting other services during this period. By scheduling with us, you commit to a course of action that directly impacts the organization of our team and the availability of our professionals.

Therefore, we emphasize the importance of adhering to the schedule. If you need to cancel, we ask that you follow our policy outlined in Term 4.10. Booking and Cancellation, in this Section.

4.9. REFUNDS

You agree that if there is dissatisfaction with the provision of our services, we may correct it after notification within the 24-hour period, as detailed in Term 3.8. Warranty and Corrections, in Section III Service Terms. Therefore, no refund is offered.

You agree that refunds for cancellations will be issued only for services paid in advance if the cancellation is in accordance with Term 4.10. Booking and Cancellation, in this Section.

In the rare event that a cleaner fails to show up for a scheduled cleaning and payment has already been made, a full refund will be issued for the service not performed. Alternatively, the amount may be credited to your account with us to be used for a future appointment, according to your preference.

For details on how to effectively cancel services and understand the deadlines and conditions associated with a valid cancellation, please refer to:

4.10. BOOKING AND CANCELLATION

To ensure the availability of our cleaning services, we request that you make your reservations in advance. Same-day reservations are subject to availability and an emergency service fee.

We understand that unforeseen circumstances occur, and therefore, we accept cancellations with at least 24 hours’ notice prior to the scheduled cleaning date.

You understand that rescheduling is considered as a cancellation of the service in order to schedule a new visit. Therefore, cancellations made less than 24 hours in advance are subject to a rescheduling fee of up to 100% of the charge price..

For cancellations made between 24 hours and 2 hours before the service, a 50% fee of the charge price will apply.
For cancellations made less than 2 hours in advance, a 100% fee of the charge price will be applied, as our team will already be en route or prepared to begin the service.

This policy exists because, when you schedule with us, our cleaners reserve that time exclusively for you, meaning they cannot accept other services during that period. Last-minute cancellations directly impact the team’s work and the organization of our schedule.

You also agree that if the conditions of the property are not suitable for the cleaning service, such as extreme disorder, clutter, rodent or insect infestations, hazards, or animal waste, or ongoing construction, a cancellation fee may be charged, calculated based on the total charge price.

We do not offer biohazard services, such as cleaning human feces, blood, decomposing food, insect infestations, excessive clutter, extreme disorder, hazards, animal waste, or properties under construction.

If our team identifies any of these conditions upon arrival, the service will be automatically canceled, resulting in the imposition of a cancellation fee equal to the total charge price, as the appointment was reserved and the professionals were assigned to the service.

If this is the condition of your property, we ask that you contact us in advance, avoiding unnecessary charges and ensuring a service that meets your needs.

SECTION V ESTIMATES AND PRICE ADJUSTMENTS

5.1. PRICE ESTIMATES

The quotes provided by us are based on the information you provided at the time of the service request. The estimated amount takes into account factors such as the size of the property, number of rooms, number of bathrooms, number of additional rooms, general condition of the premises, and any additional services contracted. This estimate may be subject to adjustments if there are discrepancies between the information provided and the actual conditions of the property.

5.2. ESTIMATE ADJUSTMENT

We reserve the right to adjust the final price if it is determined that the service will require more time, products, or effort than initially anticipated. This may occur in situations such as:

The property having a higher level of dirtiness than expected;
The need for additional tasks not mentioned in the initial request;
Changes in the size of the property or the number of rooms;
The number of occupants and the presence of pets on the property, resulting in a higher accumulation of dirt than initially estimated, impacting the time and resources required for the service;
Changes in the cleaning frequency;
The property having undergone minor repairs, partial renovations, or structural changes;
Events, parties, or gatherings occurring on the property, resulting in excessive dirt accumulation, food remnants, trash, or liquid spills, increasing the time and resources needed to perform the service;
Conditions that hinder the execution of the service, such as extreme clutter, excessive accumulation of items, or the need for specialized cleaning.

If a price adjustment is necessary, you will be notified in advance and given the option to either accept the new price or adjust the scope of the service to maintain the original estimate. Should you choose to proceed with the service without adjusting the scope or accepting the new estimate, the adjusted price corresponding to the work performed will be charged. If you decide to decline the estimate reassessment, we will proceed as outlined in our policy in Term 4.10. Booking and Cancellation, in Section IV Payment Obligations.

5.3. ANNUAL ADJUSTMENT

We reserve the right to make annual adjustments to the service prices, considering factors such as inflation, increases in the cost of materials and equipment, adjustments in cleaner wages, and other market variables.

The new prices will be automatically applied starting in March. If the customer has an active contract, the adjustments will be made according to the rules established in the signed contract.

You will be notified by email at least 15 days in advance of any price changes, ensuring transparency and allowing for any adjustments before the service renewal. If there is a change in your email address, you must act as described in Term 1.5. Notice and Communication in Section I General Information About These Terms to ensure you receive the notifications.

If you do not object and the service is performed after the price adjustment is applied, the new price will be automatically considered accepted, and the provisions of Section IV – Payment Obligations of these Terms will apply.

If you do not agree with the adjustment, you may choose to cancel or renegotiate the services before the new prices are applied. Continued use of the services after notification will be considered as acceptance of the new terms.

5.4. ADDRESS CHANGE

In the event of an address change, a new quote will be required, as the service price is calculated based on the property characteristics, and a price set for one location cannot be automatically applied to another.

If a contract is signed, the change of address may be considered a breach of contract, or depending on the terms agreed upon, the rules established in the active contract will prevail. However, regardless of the contract, an update of the price will be necessary according to the new location and its characteristics.

5.5. ADDITIONAL CHARGES

If a service is contracted based on hourly payment and additional time is required to complete the job, the client will be informed and given the option to add more time to the cleaning, with a proportional charge. If the client does not wish to extend the time, they will be asked to prioritize the most important tasks within the contracted period.

If the service is contracted at a fixed price, but the team identifies a higher degree of difficulty than expected, requiring significantly more effort than anticipated, a price adjustment may be applied. This includes, but is not limited to:

Excessive dirt accumulation or extreme disorder.
Need for additional products or specialized equipment.
Additional areas to be cleaned not disclosed at the time of the quote.
Situations that significantly increase the time required to complete the service.

In such cases, the client will be informed before any additional charges are applied and will have the option to accept the new quote or adjust the scope of the cleaning.

5.6. ADDITIONAL SERVICES

Additional services not listed in the contracted Cleaning Plan will be charged separately. If the client requests extra activities not included in the previously agreed service, an additional charge may apply, always informed in advance for approval. This rule applies to all Cleaning Plans.

You agree not to request additional services directly from the cleaners. For each additional service, there is a price to be paid. Therefore, the cleaner is not authorized to perform these services. Furthermore, we are not directly or indirectly responsible for any damages caused by services that were directly requested from the cleaner. If you have any questions regarding the prices of additional services, please contact us by phone or email, as described in Term 1.5. Notice and Communication, in Section I General Information About These Terms.

5.7. VALIDITY OF THE ESTIMATE

The estimates provided have a validity period specified in the quote sent. If the service is not scheduled within that period, we may reassess and update the prices according to current conditions.

By proceeding with the booking, you agree to these Terms and Conditions and understand that the service prices may be adjusted according to the actual work required.

SECTION VI PROPERTY INFORMATION

6.1. ACCESS TO THE PROPERTY AND WAITING TIME

You must provide secure access to the property for our cleaners. If there are access restrictions or additional keys are required, you must inform us in advance.

To ensure the service is performed within the scheduled time, it is essential that you are present at the property or have arranged access in advance. If our team is unable to enter the property to begin the cleaning, the waiting time will be charged according to the following conditions:

If the quote is based on hourly payment, the waiting fee will be calculated at the hourly rate provided in the updated quote.
If the quote is a fixed payment, the waiting fee will be proportional to the estimated hourly value within the contracted service.

To avoid disrupting other appointments, our team will wait for up to 30 minutes. If you do not arrive within that time frame, the situation will be considered a service cancellation, and the charge will be applied as outlined in Term 4.10. Booking and Cancellation, in Section IV Payment Obligations.

If it is possible to extend the time to complete all the activities of the contracted Cleaning Plan, the waiting time will be charged along with the service price. However, if it is not possible to extend the time, you will need to choose which activities are a priority within the remaining available time, and we will not charge any additional fee.

Even if not all activities in the plan are completed, you understand that the contracted service price will remain unchanged, as the team’s time was reserved exclusively for this cleaning.

6.2. SECURITY

You understand that it is your responsibility to ensure the property is safe for our team during the provision of services. You must inform us of any health and safety risks present on the property.

If for any reason our professionals feel that their personal safety is at risk enough to leave the worksite, due to your actions or those of others at the worksite, you will remain responsible for the full service price.

You agree to notify us if anyone in the house is suspected of contracting an infectious disease. This notification must be made as soon as possible, in accordance with Term 4.10. Booking and Cancellation, in Section IV Payment Obligations. We reserve the right to cancel cleanings under any relevant circumstances as outlined in the policy described in Term 4.10. Booking and Cancellation, in Section IV Payment Obligations.

6.3. VALUABLE ITEMS

On the scheduled cleaning day, it is your responsibility to remove any valuable items present at the location to be cleaned. This includes items of high monetary, sentimental, or emotional value.

We understand the importance of protecting your personal belongings during the provision of services. Therefore, it is crucial that you take the necessary precautions to remove valuable items from the location before the cleaning team arrives. We are not responsible for any damage, loss, or theft of valuable items that were not removed from the premises prior to the services being provided. Therefore, we request your cooperation to ensure the safety and integrity of personal belongings.

Our team is not authorized to dust or clean items of extreme monetary or sentimental value unless you provide authorization. Even with your authorization, we are not responsible for any damage resulting from this.

We do not assume any responsibility for damage or loss of items that are not properly protected or that were already damaged before the cleaning (e.g., heavy paintings hung with tacks or marks on furniture that were there prior to our cleaning). Additionally, we are not responsible for any damage or loss caused by your negligence.

If you have any questions or need further assistance, please contact us as described in Term 1.5. Notice and Communication in Section I General Information About These Terms.

SECTION VII PROPERTY PREPARATION AND SAFETY

To ensure an efficient cleaning and within the scheduled time, it is essential that the property is prepared for the service. We only perform cleaning services and are not responsible for organizing the space before the work is carried out. Therefore, we ask that you follow the guidelines below to optimize our services.

7.1. HOW TO PREPARE YOUR PROPERTY FOR CLEANING

Remove loose items and personal belongings from surfaces to facilitate cleaning;
Store valuable items, important documents, and delicate belongings in secure locations;
If you have not contracted dishwashing services, ensure that the sink is free of utensils so we can clean the area;
Ensure access to the property on the scheduled date and time, either by being present or providing the key/access code in advance;
Pets should be kept in secure areas to ensure the safety and peace of mind of both the pets and the cleaning team.

7.2. PROPERTY AND TEAM SAFETY

Our team does not move heavy furniture or appliances to avoid damage to the flooring and to ensure the safety of our professionals. If cleaning in these areas is required, we kindly ask that you move the items in advance;
Our team does not clean areas that are beyond a safe reach, which is why we use only ladders of up to 2 or 3 steps;
We do not provide biohazard services, such as cleaning human feces, blood, decomposing food, insect infestations, or hazardous materials;
If the team encounters extreme dirt or disorder that was not previously disclosed, the service may be refused, potentially resulting in a cancellation fee, as per our Terms and Conditions;
Ensure secure and unrestricted access to your property. Inform us in advance of any access issues or if special keys are required. The property must be safe for our cleaners. You are obligated to inform us of any potential health and safety risks.

7.3. UNSAFE CONDITIONS

We reserve the right to refuse services under conditions deemed hazardous to our cleaners.

If a cleaner feels that their safety is compromised, they may leave the premises, and you will be responsible for the full cost of the scheduled service.

Notify us at least 24 hours before your scheduled appointment if anyone in the house is suspected of having an infectious disease. We reserve the right to cancel the service under these circumstances as described in Term 4.10. Booking and Cancellation, in Section IV. Payment Obligations.

7.4. CONDITIONS THAT MAY HINDER CLEANING

Certain conditions may prevent the service from being performed properly, including:

Excessive clutter or items indicating hoarding behavior;
Pest infestations or signs of rodents;
Presence of mold, hazardous materials, bodily fluids, or human/animal waste;
Ongoing construction activities;
Lack of essential services, such as running water or electricity;
Any conditions that pose significant obstacles to cleaning.

If any of these situations are present at the property, please contact us before the scheduled date so we can assess the feasibility of the service.

SECTION VIII AMENDMENT TO THE TERMS

We reserve the right to amend these Terms and Conditions at any time, without prior notice. Therefore, we request that you frequently visit the link to this page to stay updated on our Terms and Conditions. This link is provided along with your quote.