Terms of service

 

Welcome to A & I House Cleaning! By booking or using our cleaning services, you agree to abide by the following Terms of Service. These terms outline the agreement between A & I House Cleaning and our clients. Please review these terms carefully before scheduling our services.

1. Services Provided

We offer residential cleaning services, including but not limited to:

- Regular cleaning (weekly, bi-weekly, monthly)

- Deep cleaning

- Move-in/move-out cleaning

- Customized cleaning based on client requests

Service specifics will be discussed and agreed upon during your booking to ensure clarity on what will be cleaned during the service.

2. Booking and Payment

- Booking Appointments: Appointments can only be scheduled via phone. To book a cleaning service, please call or text us at (971) 899-6296. Once your appointment is confirmed, we will provide the details of the service.

- Payment Terms: Payment is due upon completion of services, unless otherwise agreed in advance. We accept cash, credit cards, or other payment methods agreed upon during scheduling.

- Mid-Service Cancellations: Once a cleaning has started, it cannot be canceled for any reason. If you choose to stop the service mid-cleaning, you will still be responsible for paying the full agreed-upon price for the service.

- Pricing Agreement: By booking a service with A & I House Cleaning, you agree to the quoted price discussed at the time of booking or confirmed before the service. Prices cannot be adjusted, reduced, or negotiated after the cleaning is completed. If additional services are requested during the appointment, pricing will be adjusted and confirmed before those services are provided.

While we don’t want any cancellations, we understand that unforeseen circumstances may arise. If you need to cancel your booking, we ask that you provide at least 48 hours’ notice prior to the scheduled booking.

• Cancellations less than 48 hours before the scheduled time will result in a 50% charge of the booking total.

• Cancellations less than 24 hours before the scheduled time will result in a 100% charge of the booking total.

• If our cleaners are unable to access the premises without notice, the full value of the booking will be charged.

3. Client Responsibilities

- Access to Property: You are responsible for providing access to the property at the scheduled cleaning time. If we are unable to access the property due to a locked door or other obstruction, we will attempt to reschedule the service at your earliest convenience.

- Hazard-Free Environment: For the safety of our independent contractors, the property must be free of any hazardous conditions (e.g., biohazards, dangerous pets, unsafe environments). If such conditions are present, we reserve the right to cancel the service.

- Valuables: Please store or secure valuables prior to our arrival. A & I House Cleaning is not liable for any loss or damage to valuables unless it is a result of negligence by our independent contractors.

- Walkthrough Requirement: To ensure 100% customer satisfaction, the customer must be present for both the pre-clean and after-clean walkthroughs. If you're not available to do so or can't be present to do the walkthroughs, we can't guarantee full satisfaction, as we won't be able to confirm your preferences or address concerns on the spot.

- Parking Fees: If paid parking is required to access your property, the customer is responsible for covering the parking costs. These fees will be added to the final service total or must be reimbursed directly on the day of service.

To ensure the highest quality of service, we ask you to prepare your home to be properly cleaned and tidied before our arrival. This allows us to complete the job in a timely manner, as we have other cleanings scheduled. This includes:

• Picking up items off the floor

• Clearing countertops in bathrooms, kitchen, bedrooms, etc.

• Putting dishes away (unless previously agreed upon)

• Organizing any surfaces that will be cleaned

• Wiping down toilet bowls if there is any fecal matter (for health/biohazard safety)

We are not asking you to clean your home—this is simply preparing for the best results possible. Out of respect for our time and other clients, we ask that you allow us to clean to the best of our ability. We are not there to organize; we are there to clean (unless agreed upon).

If the site requires additional preparation for cleaning, this may result in extra charges.

Unattended Cleanings: For any first-time clients, we ask that you are present to complete both an Initial Walk-Through (scope-of-work review) and a Completion Walk-Through with our Lead Cleaner. If you are unable to do so, please inform us in advance so we can set proper expectations and guidelines.

4. 100% Satisfaction Guarantee

A & I House Cleaning is committed to offering 5-Star service by guaranteeing our work. In rare cases, there may be times where we miss a certain part(s) of the job. For your peace of mind, we offer a 100% satisfaction guarantee. Free of charge, we will fix the area in question. Being a 5-Star company is not about “never making a mistake”; for our Clients, it’s about fixing it and being accountable on those rare occasions that we do.

To qualify for our 100% satisfaction guarantee policy, we REQUIRE you to reach out within 24 hours of the service (phone or text) and inform us of the issue. We also require a photo of the specific area in question. Failure to contact us within 24 hours of the service and/or failure to provide a photo of the issue will result in expiry of the guarantee and/or render the guarantee void.

In rare cases, we may be unable to clean a specific area due to health or liability reasons. If we believe there is a risk of physical or property damage, we will inform you of this area but will not proceed with cleaning it. These do not qualify for the 100% Satisfaction Guarantee.

5. Liability

- Our cleaning team takes great care when servicing your property. In the rare event of damage or breakage, it must be reported within 24 hours of the service. Independent contractors are responsible for any damage they cause, and we will work with them to repair or replace the item after reviewing the incident.

Limitations: We are not responsible for pre-existing damage, or any damage that occurs as a result of the use of unsuitable cleaning products or equipment provided by you.

Personal Valuables: Please secure any valuables before service.

6. Use of Cleaning Products

We provide all necessary cleaning supplies and equipment. However, if you prefer we use specific cleaning products in your home, you may provide them, and we will use them at your direction. A & I House Cleaning is not responsible for any damage caused by the use of client-provided products or equipment.

7. Health and Safety

- Our team is trained to follow proper safety protocols to ensure a safe and clean environment for you and your household.

- We reserve the right to refuse service if any conditions on the property pose a health or safety risk to our independent contractors.

8. Privacy

We respect your privacy and handle your personal information in accordance with our Privacy Policy. We collect only your name and phone number, which are used solely for the purpose of scheduling and confirming services. We will never share your information with third parties.

9. Changes to the Terms of Service

A & I House Cleaning reserves the right to modify these Terms of Service at any time. Any changes will be communicated and posted on our website with the updated effective date. By continuing to use our services, you agree to any updated terms.

10. Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of the State of Oregon. Any disputes arising from these terms or our services will be subject to the exclusive jurisdiction of the courts in Oregon.

11. High Surface Cleaning Policy

For the safety of our team, we do not clean surfaces or fixtures above 8 feet in height. This policy helps us ensure a safe working environment and prevent potential injuries. We appreciate your understanding and are happy to clean all accessible areas within this limit.

12. Pet Policy

We are happy to work in homes with pets; however, for the safety of both your pets and our independent contractors:

- Please secure any aggressive or anxious animals during the cleaning service.

- Inform us in advance if pets will be present, so we can make appropriate accommodations.

- A & I House Cleaning is not responsible for the escape or injury of pets during the cleaning visit if they are not secured.

13. Inclement Weather Policy

In cases of severe weather conditions that could jeopardize the safety of our independent contractors, we may need to reschedule your appointment. We will contact you as soon as possible to arrange a new time.

14. Service Limitations

To maintain safety and professionalism:

- We do not clean human or pet waste, blood, mold, or other biohazards.

- We do not move large or heavy furniture (over 30 lbs) to avoid damage or injury.

- We do not clean exterior windows or areas outside the home unless specifically agreed upon.

15. Arrival Time Window

A & I House Cleaning values your time and prides ourselves on punctuality. However, unforeseen circumstances like traffic and weather can occur.

To ensure the safety of our cleaners, we provide a 1-hour arrival window.

If we anticipate running late outside the 1-hour window, we will contact you ASAP with the updated estimated time of arrival (ETA). If the new ETA is more than 2.5 hours after the originally scheduled arrival time, you may cancel with no charge.

16. Tipping Policy

Tipping is not required but is always appreciated by our independent contractors. If you wish to leave a gratuity, you may do so directly to your cleaner or include it in your payment.

17. Re-clean Policy
If you are not satisfied with the service provided, please notify us within 24 hours of your booking. We do not offer refunds or partial refunds under any circumstances. If you're not happy with the cleaning, it is our obligation to return and re-clean the missed areas.

To qualify for a re-clean, you must:

- Provide a list of all the spots or areas that were missed or not cleaned to your satisfaction.

- Send clear pictures or videos of the exact areas needing attention.

Once this information is received, we will return at no additional charge to re-clean the specified spots. The following conditions apply:

- The same cleaner who performed your initial cleaning will return to complete the re-clean.

- You must be present during the re-clean for both the pre-clean and after-clean walkthrough to confirm satisfaction.

Please note: We will only re-clean the specific areas you identify.

18. No Refund Policy
A & I House Cleaning does NOT offer refunds. We take pride in our work and stand behind our services. We provide the best possible cleaning expertise to ensure excellent results. If you are not satisfied with the service, our commitment is to return and re-clean the missed areas at no extra cost, as outlined in our Re-clean Policy. Your satisfaction is important to us, and we are happy to address any concerns through our re-clean process.

19. Carpet & Upholstery Stain Treatment Policy:

A & I House Cleaning provides top-quality stain treatment. Our Technicians are trained and experienced in treating a wide range of stains and working with different materials and fabrics.

Although we use professional, commercial-grade truck-mounted equipment, there is NO guarantee for complete stain removal.

We reserve the right to discontinue stain treatment at any time if we believe there is a risk of damage to your carpet, upholstery, or other materials.

20. Contact Us

If you have any questions or concerns about these Terms of Service or if you need further clarification, please contact us:

A & I House Cleaning
Phone: (971) 899-6296
Website: www.aihousescleaning.com