These terms and conditions (the “Agreement”) set forth the terms and conditions governing your use of the cleaning services provided by We Clean Castles (“We Clean Castles,” “we,” “us,” or “our”). By using our services, you agree to be bound by these terms and conditions.
We Clean Castles provides professional cleaning services for residential and commercial properties. Our services include but are not limited to general cleaning, deep cleaning, move-in/out cleaning, post-construction cleaning, and other related cleaning services. We reserve the right to refuse service to any client for any reason.
Our fees vary depending on the type and frequency of the service provided. We will provide you with a quote for the services you request. All fees must be paid in full prior to the start of the cleaning service. We currently only accept credit cards. If you choose to pay by credit card, we will charge a 3% processing fee.
As a general cleaning client, a part of what you pay for is a consistent spot on our schedule. Having a consistent spot ensures that you receive a discounted rate. Any gaps in regular service MAY increase your rate if additional time is needed in order to bring your home back to maintenance level.
We require at least 24 hours’ notice for cancellations or rescheduling of services. If you cancel or reschedule your cleaning appointment less than 24 hours in advance, you will be charged a cancellation fee of $45 per cleaner.
You are responsible for providing us with access to your property at the scheduled cleaning time. If we are unable to gain access to your property, you will be charged a cancellation fee of $45 per cleaner.
We Clean Castles is fully insured and bonded. We take great care in cleaning your property, but we cannot be held responsible for any damage or loss caused by factors outside of our control, such as faulty equipment, natural disasters, or accidents caused by third parties. If any damage or loss is caused by our negligence, we will make every effort to resolve the issue to your satisfaction.
If you are not satisfied with our services, please contact us within 24 hours of the cleaning service. We will make every effort to resolve the issue to your satisfaction.
We take your privacy very seriously. We will not share your personal information with any third party, except as required by law.
We reserve the right to terminate this Agreement at any time, for any reason. If we terminate this Agreement, we will provide you with a pro-rated refund for any unused cleaning services.
Payment for cleaning services is due in full at the time of service unless other arrangements have been made. A valid credit card/debit card must be on file in order to schedule services. Credit/Debit card information will be kept on file through Bookingkoala or Stripe. If cleaners arrive at your home, office, airbnb and there is no payment, we will contact you immediately. If you are not available, we will try and process the credit card number on file. If we are unable to contact you and are unable to charge the credit card on file, we will need to reschedule your appointment and you will be charged a cancellation fee.
We Clean Castles, LLC has given estimated times for each cleaning. If the cleaner(s) surpass the estimated time, the customer will be billed an additional $40 per hour, per cleaner. Unless other arrangements have been made.
Any cleaning that’s canceled 24 hours before the scheduled cleaning will be issued a refund.
Should you decide that you would like us to clean items of monetary/sentimental value, the following release of liability shall be in effect:
Client hereby releases We Clean Castles LLC from all liability arising out of cleaning these items. Client understands that he/she is completely responsible for repairing or replacing any damaged item or items even if We Clean Castles LLC may have caused the need for repair or replacement.
Our employees are very important to us, and we are determined to keep them safe, so they do not use taller than 2-step ladders or move anything heavier than 50 lbs. These types of activities put our maids in danger of back injury or could even damage something in your home such as scratches on your wood floors. If you would like us to clean behind appliances like a refrigerator, oven or furniture such as a sofa, please move it prior to the cleaning visit to allow access to the area.
We Clean Castles LLC has three different options to choose from so that your cleaners have entry into homes.
Client may opt to not give a key to the company and be home on their day of cleaning. Because we cannot give an exact time, the client must be home during their specific time frame to let the cleaners in/out of the home. If no one is home when the cleaners arrive, a cancellation fee will be charged. (See fee above)
Client may provide the company with a key. In the event of termination of the cleaning agreement, keys will be returned to the client within 48 hours of the final cleaning. For your protection, keys will not be linked to any information pertaining to the client. Keys are kept in a secured area and are crossed referenced in case of loss.
If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the cleaners to gain entry, the client releases We Clean Castles LLC from all liability that arises from damage made before or after the cleaners leave the premises. The client understands that they will be responsible for any damages that are caused before/after their scheduled cleaning team.
It is not necessary for the client to disarm their alarm system for their scheduled date of cleaning. If you would like, you may contact your alarm company and have a house cleaner code issued.
We Clean Castles LLC reserves the right to adjust client rates at any time with or without notification.
When entering into an agreement for services with We Clean Castles LLC, you agree not to solicit for hire any staff member introduced to you by We Clean Castles, LLC for any home-related services. If you are found to have solicited one of our staff members, please be advised that our referral/ training fee is $2,500 payable to We Clean Castles LLC immediately upon employing our staff for any services to your home/ business.
We Clean Castle’s representatives or cleaners have to take pictures of your home before the cleaning and take pictures of your home after the cleaning. Interior pictures will be for our reference only and will not be publicized without your consent. Interior images will be focused on the room and or damage we may find and will not be focused on personal property unless it is your personal property that was damaged and is required by our insurance to process a claim. If we wish to use pictures of the interior of your home, we will contact you directly before doing so. At no point will any image include images of any person living in the home. We do respect your right to privacy. If you prevent the cleaners to take before and after pictures, you forfeit your coverage to our Insurance and Bonds
We Clean Castles believes in resolving disputes with our customers in a fair and reasonable manner. However, in rare cases, we may be forced to pursue legal action against a customer who initiates a chargeback without first attempting to resolve the issue with our customer service team.
Customers who initiate a chargeback without attempting to resolve the issue with us first may be subject to legal action, including the filing of a lawsuit to recover any lost funds or damages caused by the chargeback. Customers shall also be responsible for all costs of collection and lawsuits (including attorneys’ fees) to collect overdue amounts.
Any legal action will be pursued in accordance with applicable laws and regulations.
We encourage our customers to communicate with us in the event of any dispute or issue with our services. We are committed to providing high-quality services and will work with our customers to resolve any issues as quickly and efficiently as possible.
If you have any questions or concerns about our policy on chargebacks or legal action, please contact our customer service team for assistance.
This Agreement shall be governed by and construed in accordance with the laws of the state in which the services are provided.
We may amend this Agreement at any time, in our sole discretion. Any amendments will be effective immediately upon posting the amended terms on our website.
By using our services, you acknowledge that you have read, understood, and agree to be bound by this Agreement.