Our Customers, Our Royalty.
WE CLEAN CASTLES LLC TERMS AND CONDITIONS
The following Terms and Conditions is a legal contract between the "Client" and "We Clean Castles LLC" (We Clean Castles) or our subcontractors regarding the use of "We Clean Castle's LLC" (We Clean Castles) website and services.
Effective Date: July 4th, 2024
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Introduction:
Thank you for choosing We Clean Castles LLC. These Terms of Service govern your use of our cleaning services, provided by us directly or through our subcontractors. By scheduling a service with us, you agree to these terms.
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Services Provided:
We Clean Castles offers residential and commercial cleaning services. Specific details of the services provided will be outlined in the service agreement or communicated during the booking process.
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Use of the Website:
The content on our website is for your general information and use only. It is subject to change without notice.
Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.
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User Responsibilities:
You agree to provide accurate and complete information when booking services.
You agree to ensure that your premises are accessible on the day of the service.
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Subcontractors:
Use of Subcontractors: We Clean Castles LLC may use subcontractors to deliver services. All subcontractors are vetted and approved based on their professionalism and ability to meet our standards.
Subcontractor Performance: We are committed to ensuring that our subcontractors perform to the standards you expect. If the service provided by a subcontractor does not meet these standards, please contact us immediately.
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Payments Of Service
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 quickbooks, booking koala or wix. If you will be paying by check or cash on a regular basis, and no one is going to be home on the day of your scheduled cleaning service, payment must be left on the counter. If we arrive to clean 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 accepts payment in the following forms: Cash, Apple Pay, Paypal and Credit Cards.
Checks are not accepted for first-time cleanings or clients.
Please make checks out to We Clean Castles LLC. Should a check be returned, a $ 35.00 Returned Check Fee will be added to your account. We Clean Castles LLC does not accept post dated checks.
All initial, deep, one-time, move in/out and seasonal cleanings are based on an hourly rate, unless other arrangements have been made.
Regular Clients- If paying by check or cash on a regular basis, please leave all payments for services on the kitchen counter. We pride ourselves in giving superior service to our clients. We go above and beyond to make sure you are completely satisfied with your cleaning service. If you are dissatisfied with your cleaning service for any reason, please contact us within 24 hours of your cleaning and we will return to re-clean the area/areas you are dissatisfied with at no additional cost to you.
In the event a payment arrangement was made and an invoice was sent, We Clean Castles LLC may charge a late fee for any amounts which are not paid when due. The late fee will be 10% of the subtotal each month the invoice is not paid. Customers shall also be responsible for all costs of collection (including attorneys’ fees) to collect overdue amounts.
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Estimated Time
We Clean Castles, LLC provides estimated cleaning times based on the size and condition of the property. Our cleaners will complete the service within the allotted estimated time. If additional time is required beyond the provided estimate, the customer will be billed at a rate of $45 per hour, per cleaner, unless prior arrangements have been made.
Please note that our cleaners have other scheduled appointments throughout the day. If additional time is needed beyond what is available, the customer will need to schedule a separate appointment for another day to complete any remaining cleaning tasks.
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Limitation of Liability:
We Clean Castles and their subcontractors are not liable for any indirect, special, or consequential loss; any loss of profit, revenue, time, anticipated savings, or loss, corruption of data, whether advised of the possibility of such damages or not.
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Indemnification:
You agree to indemnify and hold We Clean Castles and their subcontractors harmless from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of your use of our services.
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Changes to Terms and Conditions:
We may update these Terms and Conditions from time to time and will notify you of any changes by posting the new version on our website. You are advised to review this page periodically for any changes.
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Liability and Insurance Limitations:
Insurance Claims: While We Clean Castles LLC ensures that all operational aspects are covered by comprehensive insurance, clients are not entitled to directly claim against our insurance policies. In the event of any damage or loss during the service, We Clean Castles LLC will handle the claim process internally and determine the appropriate course of action.
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Limitation of Claims:
If a We Clean Castles LLC employee or subcontractor is found responsible for damage, the remedy will be limited to repair, replacement, or compensation at our discretion. Direct claims against our insurance by clients are not permitted under any circumstances.
Reporting Damages: Any damage must be reported to We Clean Castles LLC within 8 hours of service completion for consideration. Delayed reports may not be eligible for consideration under our damage policy.
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Refunds and Chargebacks:
Chargeback Policy: In the event of a chargeback request by a credit card issuer or other payment disputes, We Clean Castles will actively engage in the resolution process. Our team will provide necessary documentation to dispute the chargeback, including records of the service provided and communications with the client.
Dispute Resolution: We encourage our customers to contact us directly if there are any concerns about charges. By resolving disputes internally, we can avoid the need for chargebacks and ensure a better resolution for both parties.
Legal Actions: If a chargeback is made after the services have been rendered and the charge is successfully disputed by We Clean Castles, we reserve the right to seek reimbursement through legal means. This may include a lawsuit for the services rendered and any additional fees associated with the chargeback, such as bank fees, legal fees and administrative costs.
Refunds: Any cleaning that's cancelled 24 hours before the scheduled cleaning will be issued a refund.
Any cleaning that's cancelled under 24 hours will be partially refunded. The client will also be charged a cancellation fee of $45.
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Termination of Services:
Right to Terminate: We Clean Castles LLC reserves the right to terminate any service agreement at any time and for any reason deemed appropriate by the management. This includes, but is not limited to, situations where the safety of our staff is at risk, non-compliance with our operational guidelines, or any form of abusive behavior by a client.
Notice of Termination: While we aim to provide reasonable notice where practicable, We Clean Castles LLC retains the right to terminate services immediately depending on the severity of the situation.
No Refund Policy: Upon termination by We Clean Castles LLC for any of the aforementioned reasons, no refunds will be issued for payments already made.
Client Responsibilities: Clients are expected to maintain a respectful and safe environment for our staff. Failure to do so may lead to immediate termination of services.
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Termination of Services Due to Misrepresentation:
Right to Terminate: We Clean Castles LLC reserves the right to terminate services at any time if the condition or size of the apartment, house, or premises significantly differs from the description provided by the client at the time of booking.
Assessment of Premises: Upon arrival, if our staff determines that the premises are considerably dirtier or larger than initially described, and thus require additional time, resources, or a different pricing model, we reserve the right to adjust the service terms or terminate the service agreement.
Notification and Adjustment: In cases where a discrepancy is noted, We Clean Castles LLC will attempt to negotiate a revised agreement with the client, reflecting the actual condition and size of the premises. If an agreement cannot be reached, or if the discrepancy is too substantial, we may terminate the services immediately.
No Refund Policy: In the event of termination under these circumstances, We Clean Castles LLC is not obliged to refund any payments made for the scheduled service.
Client Responsibilities: Clients are encouraged to provide accurate and comprehensive descriptions of their cleaning needs, including the size of the area and the level of cleaning required, to avoid discrepancies and ensure the correct service provision.
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Recurring Cleanings
Daily, Weekly, Bi-Weekly and Monthly Recurring Cleanings are charged at a discounted rate. When a Recurring Cleaning is Canceled before the second cleaning, you will be charged the full rate of a One-Time Cleaning.
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Skipped Cleanings & Cancellations
As a general cleaning client, a part of what you pay for is a consistent spot on our schedule. Having a consistent spot insures 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. A cancellation fee will also apply if you do not cancel at least 24 hours in advance or the night before.
If you need to cancel or reschedule your cleaning service, please give us at least 24 hours notice. Please consider our scheduling/preparations and that we are reserving a time slot for your cleaning. A fee of $45.00 will be applied to all accounts that are not canceled/rescheduled at least 24 hours before your scheduled cleaning day.
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Liability for Damages:
We Clean Castles is not responsible for any items that are broken or stolen while performing cleaning services. We take great care during our services, but we are not liable for pre-existing damages or items reported missing after our services have been completed.
You are encouraged to secure or remove valuables and delicate items prior to our arrival.
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.
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Service Limitations
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.
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Entry to Homes
We Clean Castles LLC has three different options to choose from so that your cleaners have entry into homes.
1). 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)
2). 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.
3). 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.
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Price Increases
We Clean Castles LLC reserves the right to adjust client rates at any time.
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Employee Solicitation
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.
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Digital Media
Occasionally we like to take before and after pictures of your home. 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.
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Governing Law:
These Terms and Conditions shall be governed by and construed in accordance with the laws of the jurisdiction in which We Clean Castles operates, without regard to its conflict of law provisions.