La Clean House – Terms of Service

Last updated: August 2025

By booking a service through us, you agree to be bound by these Terms of Service. If you do not agree, please do not book a service with us.

1. Reservations & Confirmation

• Booking requests are not confirmed until you receive email, SMS, or phone confirmation.
• All appointments include a 1-hour arrival window to account for traffic, variable job durations, and unforeseen conditions. Exact arrival times cannot be guaranteed.

2. Scope of Work & Service Duration

• Cleaning times vary by property size, condition, and selected package (Standard, Deep, Move-Out, or Post-Construction).
• We do not charge by the hour; service is performed until the booked checklist is completed.
• Additional tasks or heavy-duty conditions will be assessed on-site and billed as add-ons if outside the original scope.

3. Heavy-Duty and High-Labor Jobs

For jobs such as deep cleans, move-outs, and post-construction:

• Severity Grading: At booking, the property is graded on a 1–10 scale. Level 8+ (extreme dirt, biohazards, damage, paint overspray, adhesives, or etched glass) will be flagged as “non-cleanable” or paid remediation add-ons.
• Two Clear SKUs:
  • Standard Deep/Move-Out: One visit, with a 72-hour “missed spots” warranty (not covering new dirt).
  • Post-Construction 2-Pass Deluxe: First pass for detailed cleaning, second pass 48–72 hours later to handle dust resettlement. The second pass is explicitly priced or bundled at a premium.
• Documentation: Before-and-after photos are taken of every room and noted issues.
• Approval Required: Digital approval (signature or text/email “APPROVED”) must be captured before the cleaner leaves.

4. Pets

• Cleaners will work around pets but ask that activity be limited during the cleaning.
• Aggressive or anxious pets may result in cleaners leaving, and a $70 late cancellation fee will apply.
• Cleaners will not enter homes if an animal is deemed unsafe.

5. Pricing & Adjustments

• Instant quotes are estimates only. Final pricing may be adjusted based on the actual condition of the property.
• If changes are required, you will be notified for approval before work continues. If approval cannot be obtained, the job may be paused, and a cancellation fee will apply.
• Base rates are reviewed periodically and may be increased to align with industry standards or expanded scope.

6. Payment Terms

• A 25–50% non-refundable retainer is required for high-labor or multi-visit jobs. The balance is due upon job completion and sign-off.
• Invoices clearly include warranty terms and no-refund policies after approval.

7. Access & Lockouts

• Clients must ensure the property is accessible.
• If cleaners cannot enter within 20 minutes of arrival, a $70 lockout fee will be applied.
• Keys or codes can be securely stored for regular clients; La Clean House is not liable for unsecured access methods (e.g., keys under mats).

8. Digital Documentation & Sign-Off

• Every job includes:
  • Before-and-after photos per room
  • Digital sign-off (with name, date, address, and scope link)
  • Notes on any exclusions or special conditions
• Remote clients will receive a link to the job gallery and must reply “APPROVED” via SMS or email.

9. 72-Hour Satisfaction Guarantee

• Coverage: Any missed items from the original checklist reported within 72 hours will be addressed with a free touch-up.
• Exclusions:
  • New dirt or soils post-service
  • Dust resettlement from renovations (unless a 2-Pass package was purchased)
  • Issues outside the documented scope
• Exact Wording:
  

  “We’ll correct missed checklist items reported within 72 hours of completion. Excludes new dirt/soils post-occupancy, ongoing dust settlement after construction (unless you purchased the 2-Pass), and items outside the documented scope.”

10. Refund & Touch-Up Matrix

11. Complaints & Resolution

• Within 72 Hours:
  1. Complaint logged
  2. QA reviews photos and checklist
  3. Verified misses → targeted touch-up scheduled free of charge
  4. No clear miss → paid revisit offered or discounted upgrade to 2-Pass pricing
• After 72 Hours: Paid revisit only. No refunds after sign-off unless service was not performed.

12. Damage & Liability

• Accidental damage is rare but covered by our insurance for incidents caused by our cleaners.
• We are not responsible for:
  • Pre-existing damage or wear and tear
  • Improperly installed items
  • Fragile items not disclosed in writing
• Damage claims must be filed within 24 hours of service.

13. Cleaning Materials & Equipment

• We provide all products and tools.
• If you request to use your supplies or equipment, we are not liable for inefficiency or damage.

14. Safety & Non-Cleanable Areas

• Cleaners will not handle hazardous or biohazardous materials (e.g., blood, feces, heavy mold, hoarding conditions).
• Items requiring remediation will be quoted separately.
• Cleaners will not move items over 35 pounds or climb higher than a step stool.

15. Staff Non-Solicitation

• Clients agree not to solicit or hire La Clean House cleaners directly within 12 months of their last service.
• Breaches incur a fee equal to three months of service value.

16. Governing Law

• All disputes will be governed by the laws of the State of California.

17. Documentation Standards (CIMS Alignment)

Every job includes:

• Scope file and severity grade
• Before/after photo documentation
• Client approval with digital signature or confirmation
• Close-out notes logged for internal QA and future reference.