This Client Service Agreement (“Agreement”) is entered into between Clean & Up (“Company”) and the client identified on the estimate or booking confirmation (“Client”).
By requesting, scheduling, or receiving services, Client agrees to the terms below.
1. Scope of Services
Company will provide residential cleaning services only as described in the written estimate, service confirmation, or approved work order (collectively, the “Scope”).
Any request outside the Scope must be approved in writing and may result in additional charges.
Company may refuse or pause service if conditions are unsafe, unsanitary, hazardous, or materially different from what Client disclosed during booking.
2. Discretion and Confidentiality
Client acknowledges that services may occur within private residences and high-visibility households. Company will maintain a discretion-first approach.
Company will not disclose Client identity, address, routines, property details, or observations to third parties, except as required to perform services, comply with the law, or protect safety.
Client agrees not to request or encourage team members to share private information or access areas outside the Scope.
3. Access, Security, and Property Conditions
Client will provide safe access to the property at the scheduled time and will secure pets and valuables as appropriate.
Client is responsible for disarming security systems or providing a method of entry. If access is not available within 15 minutes of arrival, the visit may be cancelled and a fee may apply.
Client agrees to disclose specialty surfaces, luxury finishes, and manufacturer care requirements before service (for example, natural stone, specialty wood finishes, delicate lacquer, custom wallpaper, high-end appliances).
4. High-Value Items and Specialty Materials
Client acknowledges that some materials and items require specialized care. Company uses finish-safe methods, but cannot guarantee outcomes where surfaces are fragile, improperly installed, previously damaged, or not designed for routine cleaning.
Company is not responsible for damage to items that are inherently delicate, unsecured, improperly installed, or already compromised (for example, loose tiles, weak grout, unstable fixtures, hairline cracks, chipped stone).
Client is encouraged to remove or secure fragile items and valuables before service. If Client requests cleaning around fragile items, Client assumes the risk associated with proximity handling.
5. Pre-Existing Damage
Company is not responsible for pre-existing damage, deterioration, wear, or defects, including damage caused by prior vendors, construction, pets, water intrusion, or age.
If Client is aware of any sensitive areas, Client must notify Company before service begins.
6. Payment Terms
Payment is due on the day of service unless otherwise agreed in writing. Company may require a card on file and may require deposits for first-time clients or large projects.
Late payments may be subject to fees. Chargebacks or reversals may result in immediate termination of services and collection of amounts due.
7. Cancellations and Rescheduling
Client must provide at least 48 hours notice for cancellation or rescheduling for premium service time blocks, unless Company confirms a shorter window in writing.
Late cancellations may result in a cancellation fee, including when access is not provided at the scheduled time.
If Company must reschedule due to emergency or circumstances outside Company control, Company will offer the earliest available alternative date.
8. Satisfaction and Reporting
If Client is dissatisfied, Client must notify Company within 24 hours of service completion and provide reasonable details. Company will make reasonable efforts to address concerns within a practical timeframe.
Refunds are not guaranteed. Any remedy is limited to re-performance of the specific area within the original Scope, at Company discretion.
9. Limitation of Liability
To the fullest extent permitted by law, Company liability for any claim is limited to the amount paid for the specific service visit giving rise to the claim.
Company is not liable for indirect, incidental, special, consequential, or punitive damages, including loss of use, loss of income, or loss of business opportunity.
Client agrees to mitigate damages and promptly notify Company of any claim.
10. Insurance and Bonding
Company maintains general liability insurance and a janitorial bond. Proof may be provided upon request.
Insurance and bonding are subject to policy terms, exclusions, and limits.
11. No Hiring and Non-Solicitation
To protect service consistency and training investment, Client agrees not to directly or indirectly hire, solicit, or contract with any Company team member introduced through Company for a period of 24 months after the last service date.
If Client violates this section, Client agrees to pay a liquidated damages fee of $7,500 per team member hired or contracted. This amount reflects training, screening, and replacement costs and is not a penalty.
12. Arbitration and Waiver of Jury Trial
Any dispute arising from or relating to this Agreement or services will be resolved by binding arbitration in Los Angeles County, California.
Client and Company waive the right to a jury trial. Each party bears its own legal fees unless the arbitrator determines otherwise.
13. Governing Law
This Agreement is governed by the laws of the State of California.
14. Entire Agreement
This document represents the entire agreement between Client and Company regarding services. Modifications must be in writing and signed or confirmed electronically.