Home Cleaning Service Agreement

1. Access to Your Home

• Your home must be accessible at the time of cleaning. If our team cannot gain entry, a lockout fee of up to $150 may apply, depending on the circumstances.
• Long-term clients may receive a one-time courtesy waiver.
• We offer secure lockboxes for a small one-time fee. Contact our office for details.

2. Arrival Window

• Our teams clean between 8:00 AM and 5:00 PM.
• Exact arrival times are not guaranteed due to schedule variables.
• You’ll receive a text message when your team is en route (unless you’ve opted out).
• You may request a morning or afternoon preference; we’ll do our best to honor it.

3. Breakage & Damages

• Please remove fragile or unstable items from areas being cleaned.
• Photo documentation is required for any reported damage.
• We provide a credit for incidental damages up to $500 per incident.
• For larger losses, please file with your homeowner’s insurance. Damages due to our clear negligence are handled by our insurer.
• Client-supplied products: we only use ProTouch-approved products. If you request your products, you assume all liability for resulting damage.
• Report any damage or breakage within 24 hours of your cleaning for review.
• Once damage is reported, we will work with you toward a prompt resolution. If the reported matter remains unresolved 14 days after it is reported because we have not received a response or the information we need from you, the matter will be considered closed.

4. Business Hours

• Office hours: Monday–Friday, 8:00 AM–4:00 PM.
• Teams may work outside these hours; the office is closed on most major holidays.

5. Cancellations, Skips & Late Notice

• If you skip or cancel with less than one full business day’s notice (after 4:00 PM the previous business day), a late cancellation fee of up to $150 may apply.
  • Example: Monday appointments must be cancelled before 4:00 PM Friday to avoid a fee.
• Skipping a recurring cleaning adjusts your rate for the next visit, based on your plan’s built-in frequency discount:
  • Weekly clients who skip are charged the every-other-week rate at the next cleaning.
  • Every-other-week clients who skip are charged the every-four-week rate at the next cleaning.
  • Every-four-week clients who skip are charged the one-time cleaning rate at the next cleaning.
• This adjustment happens automatically and reflects the discount structure of recurring service plans—the more frequent your cleanings, the greater the discount.
• Cancellations due to illness or emergency may be waived at our discretion for long-term clients or first-time situations.

6. Deposits (Non-Recurring Cleans)

• For First-Time, Deep, or Move-In/Move-Out Cleans, a 50% deposit is required and will be charged immediately upon booking. The remaining balance is due at completion of your clean.
• Deposit terms:
  • Cancel 7 or more days before your clean: deposit fully refunded.
  • Reschedule with 3 or more days’ notice: deposit credited to your new date (one reschedule).
  • Cancel within 7 days without rescheduling, reschedule more than once, or cancel and reschedule inside 3 days: deposit forfeited.
• Deposits may be paid via credit card or ACH.
• In rare cases of weather-related reschedules, deposits will automatically carry forward.

7. Getting Ready for Your Clean

• Please pick up and declutter surfaces and floors before arrival so we can focus on detail.
• Ensure all areas to be cleaned are accessible.
• Areas that are too cluttered or blocked off may be skipped without refund.

8. Dishes

• If “hand-wash dishes” is not selected, items that don’t fit in the dishwasher will be stacked neatly in the sink after the sink and faucet are cleaned.

9. Pets

• Please secure pets that may pose a threat or interfere with cleaning.
• We do not clean pet accidents or sick-pet messes. Such areas will be skipped and the full fee still applies.

10. Employee Non-Solicitation

• Clients agree not to directly hire, contract, or solicit any ProTouch Cleaners employee for personal or commercial work for 12 months after their last service.
• This protects fair employment and our investment in training and insurance.

11. Quality Control & Satisfaction Guarantee

We stand behind our work with a 3-Step Satisfaction Guarantee (notify us within 24 hours):

1. We return to make it right.
2. We add a partial credit if a re-clean isn’t practical.
3. We issue a partial refund if the issue remains unresolved after follow-up.

After each clean, you’ll receive a brief text/email survey—your feedback helps us improve.

12. Payment

• We accept credit card and ACH (bank transfer). Your method on file is charged after the clean is complete.
• If a card is declined, we’ll notify you by text/email. Please update your method promptly. Accounts not resolved within 7 days may be paused.

Processing Fee:

• All credit card payments include a 2.9% processing fee, shown as a line item on your receipt.
• To avoid this fee, you may pay by ACH at no additional cost. Both options are safe, automatic, and convenient—choose what works best for you.

13. Rate Increases

• We may adjust rates to reflect current costs. Clients receive at least 2 weeks’ notice before any increase takes effect.

14. Rescheduling

• Weather or holidays may require rescheduling. We’ll move your service to the next available date and confirm with you.
• Please ensure driveways/walkways are clear and safe for access.

15. Safety

• For safety, cleaners do not move heavy furniture/appliances, stand on furniture/countertops, or use ladders other than company stepladders.
• No biohazards handled (human/pet waste, rodent droppings, mold, etc.).

16. The Cleaning Environment

• Ideally the home is unoccupied during service. If you’re home, please minimize distractions so the team can work efficiently.
• Keep children and pets in another area during cleaning for safety.

17. Tipping

• Tips are appreciated but never expected (typical range 5–15%).
• Tip in cash or request to add a tip to your cleaning charge.

18. Wood Floors

• Use felt pads/coasters under heavy or sharp furniture legs to prevent damage.
• We repair wood floor damage resulting from our negligence. For all other causes, see Breakage & Damages.

19. Our Commitment to You

We take pride in delivering reliable, high-quality cleaning services. These policies ensure fairness, consistency, and protection for both you and our team. Thank you for choosing ProTouch Cleaners—we look forward to keeping your home beautifully clean!