Terms of Service

Pricing:
Our pricing is based on the amount of time it takes us to clean homes in average condition and is subject to change depending on the condition we walk into, or if additional services are requested onsite.

Preparation:
In order to give you the greatest value, we ask that you take a few minutes before your scheduled cleaning to pick up extraneous clothing, toys, dirty dishes or any other items. This will allow your professional cleaners to focus their energies on cleaning (rather than picking up).

Windows of Arrival:

At Serenity Clean, we offer two windows of arrival for your convenience:

Morning: 9:00 AM to 10:00 AM
Afternoon: 11:00 AM to 3:00 PM

Our windows of arrival are designed to give us enough time to provide each home with the attention it deserves while managing the various moving parts of our schedule. This includes accommodating the varying conditions of homes, as well as accounting for travel time and traffic between bookings.

In the event that we encounter extenuating circumstances and anticipate arriving outside of the designated window of arrival, we will contact you for approval to arrive outside of the window, or to reschedule.

Please note, the time slots shown on your online portal are windows of arrival, they are not the time in which the cleaning will be completed in. For example, if you chose the morning window of arrival, your online portal will show a 9:00 AM time slot, and we will arrive between 9:00 AM and 10:00 AM. If you chose the afternoon window of arrival, it will show 11:00 AM – 3:00 PM… again this is the window of arrival, not the time the cleaning will be completed in!

Non-Emergency Cancellations:
We would like to work with your schedule to the best of our abilities. That said, our time slots are our most valuable asset, and we count on our scheduled cleanings to keep the world spinning at Serenity. Please contact us in the event that you must reschedule your appointment.

• We require a minimum of 48 hours notice for any cancellation.

• If you need to cancel a recurring visit with less than 48 hours notice, you will be charged for 50% of the value of your visit.

• Same day cancellations, including canceling when our Team arrives, will result in a full 100% charge for the value of your visit.

• Lock-outs and or not being able to access the home upon arrival will result in a 100% charge for the value of your visit.

• For initial, one-time, or move-out cleanings, a cancellation with less than 48 hours notice will result in a minimum $160.00 cancellation fee or 50% of the cleanings value, which ever is greater, as these cleanings have more time blocked out on our schedule.

Accidents:
We treat your home with the greatest of care. If accidental breakage or damage occur, a note
will be left to inform you. Please call us to have the situation resolved and
we will have the item repaired or replaced. We cannot be responsible for damages resulting
from loose table legs, pictures or shelves improperly secured to the wall or normal wear and
tear.

Bug Policy:
In the event that our Team discovers live bugs such as cockroaches or bed-bugs in the home, it is our policy to leave immediately. They will confirm with management that bugs are alive via video. We are fine with cleaning up bugs that are not alive, post extermination, and understand that we may have to do that in certain situations. Please let us know before we come if there are any live bugs in the home.
*If we arrive and discover live bugs, we will leave and there will be a $160.00 fee to cover our time slot and the hours lost for the Team.*

Utility Requirements:
Any property that we clean is required to have working utilities including running water and electricity. If we arrive at property that does not have utilities on, we will not be able to complete the cleaning and our cancellation fees will apply.

Confidentiality, Photos, and Videos:
Serenity Clean agrees to keep all client information completely confidential. From time to time, we do take before & after photos of the work we do. On occasion, we also create videos to show our hard work in action. We use these photos and videos for social media, and marketing purposes. We will never include anything personal in our photos or videos. This includes personal belongings, addresses, names, photos, or anything that would break the confidentiality of our clients. An example would be us scrubbing out a sink for a fast forward video, or before & after photo to show the transformation from dirty to clean.
*If you do not want any photos or videos taken in your home, please inform us and we will honor your request!*

Payment Pre-Authorization Hold:
To ensure your cleaning happens on schedule, we place a hold on your card for the booking amount two days (48 hours) before your service. This hold sets aside the amount temporarily but is not an actual charge. The actual charge happens only after your cleaning is complete. The hold ensures funds are available and gives you time to update your payment method or reschedule if needed. If the hold fails due to insufficient funds and is not updated within 24 hours of your cleaning, your booking will be subject to our cancellation policy.

Payment:
Payment is due upon completion of service. Your card will a charged for service upon completion of your cleaning, and an invoice/receipt will be emailed to you.

Our 200% Make It Right Guarantee:
Our work is 200% guaranteed. If you’re ever not satisfied with any area of our cleaning, let us know within 24 hours and we will come back out to Make It Right with a re-clean of the area(s) missed! If you’re still not satisfied after that, we will issue you a refund. We are 200% dedicated to giving an outstanding experience, and if we ever fail to deliver that, we Make It Right!

Thank you for choosing Serenity Clean!

If you have any questions or concerns regarding your booking or our Terms of Service, please don’t hesitate to get in touch with us at support@serenityclean.com.

Sincerely,

Team Serenity