Terms & Conditions

1. Introduction

This document establishes a binding legal agreement between customers and 24 25 CLEANERS. By booking any service with us, you accept these terms in full. Do not continue to use our services if you do not accept all of the terms stated on this page.

• Acceptance of terms is required before booking.
• The company reserves the right to modify terms with immediate effect.
• Non-compliance may result in service suspension or termination.
• Unpaid fees may trigger legal action.

2. Invoicing

• Invoices are due the same day as service completion.
• By booking, you authorize automatic card charging upon service completion.
• Late payment penalty: a charge equal to three times the invoice amount may be added the day following service if payment is not received.
• A grace period of up to 15 days may be extended to loyal customers.
• A mandatory 4% Service Fee is applied to all bookings, covering scheduling software, staff training, online training platforms, and continuous improvement initiatives.

Parking Policy

• Parking costs: minimum $5/hour or actual cost plus transaction fee.
• Applied only if free parking is unavailable within reasonable distance.
• Cleaner will search up to 10 minutes for a free space.
• Additional time beyond 15 minutes searching is added to the hourly rate.

Arrival Window

• Morning services: minimum 1-hour arrival window.
• Afternoon services: minimum 2-hour arrival window.
• Customer must be available or have access confirmed during the window.

3. Payment Methods

• Accepted: Credit/debit cards (Square, Stripe, HouseCallPro), Zelle.
• Not accepted: Cash or checks.
• Card security is handled by payment processors; 24 25 CLEANERS stores no card data.
• All payments are final, non-refundable, and cannot be disputed or charged back.
• Chargeback consequences: three times the invoice amount plus all associated fees.
• Unpaid invoices over 30 days will be referred to a collections agency.
• Customer is responsible for all collection and legal costs incurred.

4. Legal Actions

24 25 CLEANERS reserves the right to pursue action through small claims court, civil court, or a collection agency for unpaid invoices or violations of these terms. The customer is responsible for all associated legal costs, court fees, and attorney fees.

5. Cancellations & Rescheduling

• Within 24 hours of scheduled service: full service charge applies.
• 24–48 hours in advance: 50% charge applies.
• 72+ hours in advance: no charge.
• No access within 30 minutes of arrival: full charge applies.
• Emergency waiver may be available for loyal customers with a verified emergency.

6. Service Delivery, Cleaner Responsibilities & Customers

• Services cover standard tasks at safe, human-accessible heights.
• 24 25 CLEANERS does not provide ladders. If a customer provides equipment and a cleaner uses it, the customer assumes 100% liability.
• Cleaners are not responsible for heavy furniture, hazardous materials, or high-risk tasks.
• Customer must provide timely access; utilities (water, electricity) must be available.
• Customers are responsible for ensuring the safety of their pets during the cleaning process. The customer assumes full responsibility if a pet injures a cleaner.

7. Liability, Damages & Complaints

General Liability

By booking our services, the customer agrees that 24 25 CLEANERS is not responsible for any injury, damage, loss, or accident that occurs in connection with our services, including injuries, property damage, cleaning product reactions, or construction-related accidents. For the full scope, see our General Liability Disclaimer.

Satisfaction Policy

• Valid complaints submitted within 24 hours may result in a free re-cleaning of missed areas.
• Does not apply to time-limited or minimum-hour bookings.
• Only the official Complaint Form is accepted. Phone calls, texts, and emails are rejected.
• Claims filed after 24 hours are automatically denied.

Complaint Form links:

• Washington: wkf.ms/3zHglUP
• California: wkf.ms/45Wi9VZ

Damage Claims Requirements

• Pre-service photos or video required within 24 hours before service.
• Post-service photos showing the alleged damage required.
• Description of the location and item affected must be provided.
• Confirmation that no one else accessed the area between cleaning and photo.
• Photos older than 24 hours are not accepted.
• Missing pre-cleaning evidence results in automatic denial.

8. Interaction & Conduct Policy

Customer Interactions

• All communication must go through company management only.
• No direct contact with individual cleaners is permitted.
• Personal questions about cleaners are prohibited.
• Disrespectful, discriminatory, or harassing behavior toward any team member is strictly prohibited.
• Violations may result in immediate service cessation, full charge, refusal of future services, or legal action.

Contractor/Employee Interactions

• Must communicate through management only.
• Prohibited from soliciting customers directly.
• Confidentiality of customer information and pricing is mandatory.

9. Quality Check Policy

• Customers must inspect the work before the cleaner leaves.
• Any missed areas should be brought to the cleaner's attention immediately for on-the-spot correction.
• Hourly or restricted-time services are excluded from the satisfaction guarantee.
• Customers absent at completion have 24 hours to submit a complaint via the official form.
• The satisfaction guarantee applies only to the originally booked service scope.
• Post-construction and post-remodeling cleaning are excluded from the satisfaction guarantee.

10. Photo & Video Policy

• Cleaners may photograph specific areas (ovens, bathrooms, floors, etc.) for quality documentation.
• Full property videos and extensive photos are prohibited.
• Photos are stored securely within the company app for internal use only.
• Photos will not be shared publicly without consent.

11. Access to Property

• Booking constitutes agreement to provide property access at the scheduled time.
• Access instructions must be confirmed with the company in advance.
• One-time access codes are recommended.
• Customers are strongly advised to change access codes after each cleaning.
• 24 25 CLEANERS is not liable for loss or unauthorized access resulting from shared codes or keys.

12. Customer Data & Privacy

• Customer data is stored by third-party software providers.
• 24 25 CLEANERS does not assume responsibility for data breaches at the software provider level.
• Customers are advised to review the privacy policies of relevant providers.
• GDPR compliance applies where applicable.

13. Refund Policy

24 25 CLEANERS does not offer refunds for any services provided. All completed services are final. Our satisfaction guarantee offers a free re-cleaning in lieu of a refund. Chargebacks are handled under Section 4 (Legal Actions).

14. Force Majeure

24 25 CLEANERS is not liable for failure to perform services due to circumstances beyond our reasonable control, including natural disasters, pandemics, government regulations, extreme weather, road emergencies, accidents, or cleaner illness.

• Services may be canceled or rescheduled with minimal notice under such circumstances.
• No liability or compensation will be provided.
• We will attempt to reschedule at the earliest opportunity.

15. Termination of Service

• Either party may terminate services with verbal or written notice.
• 24 25 CLEANERS may terminate for repeated cancellations, non-payment, or violations of these terms.
• All unpaid invoices remain due after termination.
• No additional signing is required for individual service agreements.