IT IS THE CLIENT’S RESPONSIBILITY TO READ THE SERVICE AGREEMENT, WHICH IS AVAILABLE ONLINE AT ALL TIMES. BY SCHEDULING SERVICE WITH CLEANING MOD, LLC (“ Us” or “Cleaning MOD”), YOU AGREE TO ACCEPT THE FOLLOWING TERMS AND CONDITIONS WITHOUT EXCEPTION:

General Limits, Conditions and Liability

Satisfaction Guarantee: If you’re unhappy with any area we’ve cleaned, just contact us on the same day of the scheduled cleaning and we’ll come back and re-clean those areas free of charge to your complete satisfaction or give you a partial credit toward your next service.

Our Satisfaction Guarantee does not apply under certain circumstances:

• When we use a customer’s cleaning products, supplies or vacuum cleaner by request of the customer
• When the customer does not allow us enough time to thoroughly clean to our standards.
• When the customer will not allow us to take before/after photos of our work.
• If the time between the cleaning service and the complaint exceeds 6 hours.

Estimated Cleaning Fee:

You will be charged an estimate based on the time we believe it will take to clean the areas. Our estimates are based on a number of factors, including cleaning area square footage, number bedrooms and bathrooms, the presence of pets, etc.

Credit Card on File Policy:

All clients are required to add a credit card on file before services are rendered. The card you provide will be charged by us within 48 hours following rendered cleaning service. Your credit card information is only stored by our third-party payment processor, Stripe. To add your card on file, you are asked to pay $1 before your first service. This amount will then be credited to you and applied to your first cleaning service.

Estimate Accuracy:

Our estimates can only be as accurate as our customers are realistic about the condition of the service area. Our estimates are usually quite accurate when all service areas are accounted for on the estimate form, when the service area’s square footage is factual and especially when the service area’s condition is realistically defined. The service area’s condition is the largest determining cost.

Upon arrival, if we think it will take significantly more time to clean than estimated, we will attempt to contact you and let you know right away. If we cannot contact you, the manager will decide whether or not to continue cleaning or to stop cleaning at the estimated time and leave areas unfinished. If you have a preference, please discuss this with us in advance while scheduling your initial cleaning appointment.

Before your cleaning appointment: Your price for cleaning is based on the professional cleaners focusing all of their time and energy on cleaning instead of routine housekeeping. We ask that you take a few minutes before a scheduled cleaning for general housekeeping to allow easy access to areas/surfaces to be cleaned. There are things you can do before your cleaning appointment to save cleaning time and money, i.e. wash dishes, make beds, empty garbage bins and generally de-clutter. We’re happy to do any of these with advance notice and with the understanding that they were not included in the estimate. If you’d like our professional house cleaners to do these tasks for you, please email us at least two business days before your appointment so we can adjust the team’s schedule and adjust your cleaning fee for the additional “cleaning preparation” time.

Scheduled “Arrival Time” for cleanings:  When booking your service, we provide an estimated arrival time frame for when the professional house cleaners will arrive at your service area, give or take 30 minutes. Actual arrival time may vary due to unforeseen circumstances (traffic jams, weather, the professional house cleaners needing extra time to finish cleaning a previous service area, etc.).

Security Alarms:   Cleaning MOD is not responsible for any charges from a local police department which is called out due to an activated alarm which we are not able to turn off. We encourage our customers to make sure we have updated alarm information a minimum of two business days before a scheduled cleaning appointment.

Pets:  For the safety and comfort of our cleaners, we require all free-roaming pets to be kenneled or placed outside of the service area during cleaning. We are not responsible for pets that “escape” when our professional house cleaners are entering/exiting your service area. Cleaners may leave the service area or discontinue cleaning if pets are not removed from the service area. You will still be charged 100% for cleaning service in this case.

Pet feces, urine, vomit, litter boxes, etc.:  Our professional house cleaners cannot touch or pick up pet feces or vomit, including emptying litter‐boxes or touching/moving house training pads. Urine stains on hardwood floors will be mopped by our professional house cleaners, but please understand that if urine has soaked into wood, the stain may not come out and you may need to contact a flooring specialist.

Cleaning Supplies: We provide our professional house cleaners with all necessary tools, equipment and cleaning supplies necessary for a thorough job.

• Use of Client’s Products: If you prefer to supply your own cleaning products, we must have ample time (at least one week before your scheduled appointment) to thoroughly research the product to make sure it meets our stringent standard of safety of our cleaners. If the product does not meet OUR standards, we absolutely will not use the product. Since we have not tested your products for effectiveness we will not be responsible for any damage associated with that product or solvent and the Satisfaction Guarantee will not apply. Any additional time required to clean due to using your products will be charged accordingly.
• Use of Client’s Vacuum:  If you request our professional cleaners to use your vacuum, we will not assume or accept any liability for damage to the unit itself, to your service area or any of its contents, and the Satisfaction Guarantee will not apply. Since we are not responsible for maintenance or training with the unit, we will not be responsible for any repairs to it. Additional time will be required for a team of 2 or more cleaners to use only the client’s vacuum (which usually doesn’t have the ease and accessibility of our vacuum attachments), resulting in an additional cost to clean your service area.
• Vinegar: We are happy to use vinegar on hardwood floors when we know about it in advance and when the customer provides the vinegar. WARNING: If we are asked to use vinegar on floors and anything caustic has touched them (i.e.: toilet bowl cleaner, tile & grout cleaner, etc.), it can create a violent reaction that may “burn” surfaces.  We will not be held responsible for any damage occurring from the mixture of vinegar & any caustic products you may have.

Cleaning:  Our professional house cleaners take pride in cleaning your service area. Since we wet-dust everything, our tools and techniques allow us to remove most of your service area’s dust in a reasonable amount of time and effort.

• Settling Dust:  During the dusting process, some dust becomes airborne and will not settle until we have left.  Especially in the warmer months, when windows are open and fans are blowing, dust accumulates much faster. It may take several visits before settling dust becomes minimized.
• Dusting Knick‐Knacks, Collectibles, and other small items:  We clean small items based on the size and the number of items on a shelf or flat surface like a mantel.  If there are 10 or fewer small items on a shelf we will clean them and the surface below them and return the item to the shelf.  If there are more than 10 items per shelf we may need to clean only the surfaces around those items.
• Cleaning height limits:  We are not able to clean items on shelves or hung on a wall that are higher than a professional house cleaner of average height can reach standing on a 2-step stool.  We do use extension poles to high dust rooms but we will not high dust items that may tip over or hung on the wall because we are not able to hold it with one hand in order to secure it while we clean.
• Showers and Tubs:  Showers and Tubs can accumulate lime, calcium and soap scum.  Our cleaning products work very well on cutting through these deposits, however sometimes it may take a few visits before showers and tubs become free of these deposits. Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but completely eliminating it may require the client to have these areas re‐grouted or re‐caulked.

Damage or Breakage:  Our professional house cleaners exercise the most reasonable care when cleaning your service area. We do carry insurance for damage caused by our cleaners. We are not liable for damage that is caused by “normal wear and tear,” improper installation of an item in your service area, or artwork, collectibles or family heirlooms valued over $100 that were not disclosed during the setup process. These items include but are not limited to the following examples:

• Carpet & Rug Snags:  Carpet snags are the result of “exposed loops” caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller‐brush. We take the most care possible to prevent rug snags while vacuuming, but are not able to individually vacuum each piece of fringe at the end of a rug and will not be responsible for any damage caused.
• Broken Blinds:  Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun, and strings/chords will weaken over time resulting in breaks. For this reason, our professional house cleaners will only clean shutter-style blinds.
• Improperly hung pictures/decorations/mirrors/clocks/fixtures:  If these items are securely/properly attached to the wall, they should not fall when the item is cleaned.
• Artwork, Collectibles, Family Heirlooms and valuables over $75:  These items are expensive or impossible to replace; we will not take the risk of cleaning such items. When scheduling your initial cleaning, please let us know about any of these items so we can avoid cleaning them unless the customer wants to sign a waiver of liability.  It is the customer’s responsibility to inform Cleaning MOD of any new items brought into the service area, after our initial setup, that fall into this category.
• Preexisting damage/issues: If there are any areas of your service area with preexisting issues including leaking sinks/toilets, toilets that continually run, carpet snags, damaged or broken items/furnishings/materials, it is your responsibility to advise us of these issues before we clean. We are not liable for preexisting damage or for any damage caused by trying to clean these areas.

Additional Services:

We’re happy to do any of the below with advance notice and with the understanding that they were not included in the estimate and therefore will require additional cleaning time:

• Refrigerator cleaning (interior, if empty)
• Counter top microwave cleaning, interior (built-in microwaves are always cleaned)
• Window cleaning (interior) & window tracks (newer windows only)
• Wall washing
• Cabinet cleaning (interior)
• Light fixture cleaning (where accessible)
• Clean ceiling fans
• Clean shutter style blinds
• Changing bed linens (with the understanding that this is not our forte since we are professional cleaners and not housekeepers)
• Monitors and TV screens (we will clean these by request only and with the understanding that we will not accept responsibility for potential damage)
• Collect pre-sorted garbage, recycling and compost, and take to outside bins. (We will only take out pre-sorted items.)
• Interior oven cleaning

Services not offered:

• Interior dishwasher cleaning (It is best to run an empty dishwasher with vinegar instead of soap. Although this is an easy task, it is time consuming, therefore it’s a service we don’t offer.)
• Carpet shampooing and Upholstery cleaning (it is more cost effective to hire a carpet/upholstery cleaner)
• Exterior window cleaning (we leave that to window cleaning specialists)
• Inside of fireplaces (To avoid harming our HEPA filtered vacuum cleaners or carrying ash/soot between service areas, and to avoid harming our employees.)
• Anything on the exterior of the service area.
• We do not move large appliances to clean underneath them.
• Disposal or hauling of construction debris.
• Post-construction cleaning of items that contractors should clean (removing paint/plaster/grout splatter, removing tape residue from windows, etc.).
• Removal of black mold (This is for the safety of our cleaners. We recommend seeking a mold remediation specialist).
• Handling or disposing of needles (or anything belonging in a Sharps/biohazard container)
• Litter Boxes
• Animal excrement or “wee wee” pads
• Diaper pails
• Ironing
• Laundry

Quality Control and Inspections:

• Audits and Inspections:  Cleaning MOD randomly inspects and audits our cleaning teams, during your scheduled cleaning time.
• Pictures of before and after work:  Cleaners we will take before and after photos at the initial cleaning appointment and at move-in/out cleaning appointments. This is to show the condition of work areas before and after cleaning and is how cleaners show proof of their work. We occasionally need to take photos at a recurring appointment, for example, when the service area is not in its usual condition.
  • These pictures are used for training, proof of our work performance and promotion of our high quality standards. We do not take photos of personal items (family photos, jewelry, etc.).
  • If you do not want pictures taken of work areas in your service area, please notify our office before your cleaning appointment to sign a waiver of liability. The Satisfaction Guarantee will not apply when cleaners are not permitted to prove their work with photos.

Safety and Work Conditions:

• Temperature Settings:  During summer months, many of our customers turn their air conditioning off or set them to higher temperatures during the day, while they are at work. On your scheduled cleaning day, we ask that you set the thermostat to no higher than 72, so your professional house cleaners can work in a safe environment without overheating.
• For safety reasons, if our professional house cleaners arrive to a service area that is warm and the air conditioning is turned off or not reduced to safe levels, our cleaners are instructed to adjust the thermostat while they are in your service area. They will return the temperature to the previous setting before they leave.  We still ask that you do let the air conditioning run on the day of your service because it can take several hours to cool a service area to safe levels.
• Extreme heat may require additional cleaning time so cleaners can hydrate and not get overheated.
• During the winter, we request that the service area is between 60 and 72 degrees.
• Cleaners will NOT remove their shoes: As an Arizona State employer who provides L&I insurance and carries Liability Insurance, we cannot allow cleaners to remove their shoes during cleaning.
  • Since we clean our way out of every room, we aren’t leaving anything nasty behind.
  • We ask those customers who don’t want shoes worn in their service area to provide shoe covers/booties for cleaners.
  • They MUST have traction on the bottom to prevent slips and falls and to comply with Workman’s Comp standards.

Non‐solicitation of Cleaning MOD staff:

When entering into an agreement for services with Cleaning MOD you agree not to solicit for hire any staff introduced to you at any time by Cleaning MOD for any kind of cleaning related services. We spend a lot of time, money and resources finding, interviewing, checking references, doing background checks, and especially training our professional cleaners. Each professional cleaner signs an agreement barring them from performing any cleaning‐related service for any of our past or present customers or any customer we’ve given an estimate to. If you are found to have solicited one of our staff, please be advised that our referral/training fee is $3,500 per person. Payment is due within 30 days from the date on the invoice. Our cleaners are our most valuable asset; we charge accordingly.

Payments and Fees, Changes and Cancellations, Termination of Service:

Payment for Services:  Payment is due upon scheduling services and before cleaning services are performed. For pre-scheduled recurring services, you will be charged within 1-2 days prior to your next scheduled cleaning service. We accept payment by credit and debit cards only. Invoices and receipts will be emailed to you. 

We process all transactions through Stripe and we are PCI Compliant. It is the customer’s responsibility to inform us of updated credit card information at least five business days prior to their scheduled service appointment. Without a valid payment method, services will be discontinued until a valid payment method is provided.

• Lock‐Out Fee:  You are responsible for providing professional house cleaners access/entry to your service area. Customers can avoid a lock-out fee by providing a key to be kept in the insured lock box in our office.  If cleaners arrive for their scheduled appointment and aren’t able to enter the service area, a lock-out fee of 100% of the scheduled service price will be charged.
• Refunds:  We only offer refunds if we terminate your services prior to performing cleaning work for you. In all other cases, do not offer refunds. If you are not happy, please let us know the same day cleaning was provided and we will come back to re‐clean the specified areas free of charge according to our Satisfaction Guarantee or give you a partial credit toward your next service.

Scheduling Changes/Fees:

Please let us know as soon as possible if you need to reschedule or cancel a cleaning appointment. Providing us with ample notice of schedule changes gives us an opportunity to help another customer and it ensures your cleaners have work. Last minute notifications make it nearly impossible to keep good cleaners and can cause them financial hardship.

Since we schedule weeks and often months in advance, when an appointment is canceled at the last minute, we aren’t able to fill that spot. Our cancellation/rescheduling policy protects our professional house cleaners who depend on the hours we have scheduled for them.

Cleanings scheduled require 2 business days’ notice:

• 100% Cancellation Fee – Cancellations received within 2 business day of a scheduled appointment, same-day cancellations and no-show/lock-out appointments are charged 100% of the scheduled service price. When we collect this fee, we still pay employees as if they’d cleaned for you for the full time.
• Example of two business days: If your appointment is on a Friday, it must be rescheduled or canceled via email before 5:00 pm on Tuesday to avoid any fees (Wednesday and Thursday are the two business days prior to the scheduled appointment). If your appointment is on a Monday, it must be rescheduled or canceled via email before 5:00 pm on Wednesday to avoid any fees (Thursday and Friday are the two business days prior to the scheduled appointment).
• Business hours are 9:00 am – 5:00 pm, Monday-Friday. Cancellations after 5:00 pm are “The next business day”. Cancellations must be received via email.

Scheduling changes can result in the following:

• PRICE CHANGES – The price for your recurring service is partly based on time between cleaning appointments.  We have 4 recurring categories:
  • Weekly (Once a week)
  • Bi‐Weekly (Every two weeks)
  • Monthly (Every four weeks)
  • Occasional (Six weeks or more since the last cleaning)

Rescheduling your cleaning can result in an increased cost of service. For example, if a biweekly customer skips an every 2 week cleaning appointment, this creates a 4 week interval between visits. Cleaning time takes longer for monthly service (every 4 weeks) than for biweekly service (every 2 weeks). We can either increase the cleaning time necessary to complete the same areas or we can work off of a priority list. Time will be considered for vacations when the service area is not occupied.

Termination of Service:  Your cleaning services may be canceled at any time, for any reason, or for no reason, by your or by us, Cleaning MOD. A cancellation fee may apply if you cancel outside of the free cancellation window as described in the section titled Scheduling Changes/Fees. You will not be charged a cancellation fee if Cleaning MOD initiates terminating your service.

Privacy Statement

Cleaning MOD is committed to protecting the privacy of customers. We will not sell, exchange or otherwise distribute your personal identifiable information to outside parties.