Terms & Conditions
1. Introduction
Welcome to 24/25 CLEANERS. By booking and utilizing our cleaning services, you
acknowledge and agree to the following Terms and Conditions, which constitute a binding
legal agreement between you (the customer) and 24/25 CLEANERS. These terms are applicable
across all states within the USA and are intended to govern all aspects of our service relationship,
including but not limited to payment, service delivery, customer responsibilities, and legal
liabilities.
By proceeding with any booking, you agree that you have read, understood, and accepted these
terms. It is your responsibility to review these terms prior to any service request. Should you
disagree with any of these terms, you must refrain from booking any services.
24/25 CLEANERS reserves the right to modify these terms at any time without prior notice.
Any modifications will be effective immediately upon posting on our website or direct
communication with you. Your continued use of our services following any such changes
constitutes your acceptance of the modified terms.
Failure to comply with these terms may result in the suspension or termination of services, as
well as potential legal consequences, including but not limited to the collection of outstanding
payments, late fees, or legal actions to recover losses incurred by the company.
We are committed to providing high-quality cleaning services with integrity, professionalism,
and respect. By agreeing to these terms, you are helping us maintain a professional and effective
working relationship. You may request a copy of the current Terms and Conditions at any time or
view them directly on our website.
2. Invoicing:
Invoices are issued upon service completion and are due the same day. If payment is not received
on the day of service, 24/25 CLEANERS reserves the right to automatically charge the
customer’s card on file. If the payment fails, or if no card is on file, late fees may be applied.
Failure to pay on time will incur a penalty of three times the cost of the due invoice, added the
next day after the service is completed. The company may choose to apply this penalty at its
discretion if the customer rejects payment or delays payment for any reason.
However, 24/25 CLEANERS is always open to discussing an extended payment period, but the
full amount of the invoice remains non-negotiable. We are grateful to our loyal customers and, as
such, may extend the payment period up to 15 days, though this extension will not exceed the
15-day limit.
2.a. The Service Fee is a mandatory charge of 4% applied to all invoices by 24/25 CLEANERS. This fee is designed to support the operational and administrative costs necessary to deliver high-quality cleaning services. It covers, but is not limited to:
Investments in software for scheduling, communication, and operational efficiency.
Training and development programs for office staff, sales teams, customer service representatives, managers, and cleaners.
Tools and platforms for online training, operational management, and customer communication.
Enhancements to ensure seamless customer service and continuous improvement in the quality of services provided.
This 4% Service Fee is an integral part of maintaining our commitment to excellence and innovation across all aspects of our operations.
3. Payment Methods:
At 24/25 CLEANERS, all payments are securely processed through Square, Stripe,
HouseCallPro, or other trusted payment processors, depending on your location. We only accept
payments via credit or debit card—cash or checks are not accepted. .
Please note, we do not store any customer card information. All payment data is stored and
secured by the payment processor. 24/25 CLEANERS has no access to your card details,
including card numbers, expiration dates, or CVV codes. For any questions or concerns about
your payment information, customers must contact the payment processor directly. 24/25
CLEANERS is not responsible for any issues related to payment information storage, as we
only use their service to collect payments.
Additionally, all payments are final, non-refundable, and cannot be disputed or charged
back. If a customer initiates a dispute or chargeback, 24/25 CLEANERS reserves the right to
charge three times the total invoice amount, along with any dispute fees and other associated
costs from the payment processor or bank. Any losses or potential future losses caused by the
dispute will also be added to the total.
If payments remain unpaid after 30 days, the outstanding invoice will be referred to a collection
agency, and the customer will be responsible for the full collection agency fee. If necessary,
legal action will be pursued through small claims court or civil court, and all associated legal
fees and costs will be added to the outstanding amount.
By using our services, you authorize 24/25 CLEANERS to automatically charge your card for
any future unpaid invoices.
Tips:
All tips given by customers go directly to the cleaner, except in cases where there is a specific
agreement between the cleaner and 24/25 CLEANERS. From the total tips, transaction fees
may be deducted before the tip is paid to the cleaner. This arrangement is based on the contract
between the cleaner and the company.
To encourage and reward excellent service and help increase cleaner income, 24/25
CLEANERS ensures that at least 95.5% of the tips go to the cleaner after bank transaction fees
are deducted. The remaining portion, if any, is only to cover processing fees and is not retained
by the company as profit.
Parking Policy:
All parking fees will be added to the invoice. The minimum parking fee is $5 per hour, or if
the total parking cost exceeds this amount, the exact parking fee plus a transaction fee will be
charged. Parking fees will only be applied if the cleaner cannot find free parking or if the
customer does not provide a parking spot.The cleaner will drive around for a maximum of 10 minutes to find a free parking space. If no
free parking is available, the cleaner will park at the closest paid parking, and the fee will be
added to the invoice. If it takes more than 15 minutes to find paid parking, the additional time
will be added to the hourly service rate.
If the cleaner is able to park in a free spot, driveway, or a nearby location, no parking fees will
be charged.
Parking fees are paid directly to the company to cover parking expenses.
Arrival Window:
For all cleaning services, 24/25 CLEANERS provides an arrival window to ensure flexibility in scheduling. The arrival window is as follows:
Morning Services: The arrival window will be at least 1 hour.
Afternoon Services: The arrival window will be at least 2 hours.
We kindly ask customers to be available during the provided window for our cleaners to begin their service. If the cleaner cannot access the property within this window, the Cancellation and Rescheduling policies may apply.
4. Legal Actions:
In the event of non-payment or any disputes related to payments and invoicing, 24/25
CLEANERS reserves the right to take legal action through small claims court, civil court, or a
collection agency. The customer will be responsible for covering all associated expenses,
including but not limited to legal fees, collection costs, court fees, and any other costs incurred
by 24/25 CLEANERS to recover the outstanding amount. All legal actions are based on the
terms outlined regarding payments and invoicing.
5. Cancellations and Rescheduling
Same-Day Cancellations or Rescheduling: Any cancellation or rescheduling request made
within 24 hours of the scheduled service will result in a full service charge.
Failure to Provide Access: If the customer does not open the door or provide access to the
property within 30 minutes of the cleaner's arrival, the cleaner may leave for their next
appointment, and the full service charge will apply.
Rescheduling Window: Cancellations or rescheduling requests made 24-48 hours in advance
will incur a 50% charge, while requests made more than 72 hours in advance will incur no
charge.
Emergency Waiver for Loyal Customers: We understand that emergencies happen—whether
health-related or family-related. For our loyal customers, we will waive the cancellation or
rescheduling fee in the case of a verified emergency. Your well-being and trust are important to
us, and we appreciate your loyalty.
6. Service Delivery, Cleaner Responsibilities and Customers.
Our services are designed to cover standard cleaning tasks performed inside the home at safe,
human-accessible heights. Cleaners will not undertake tasks that require the use of specialized
equipment unless they fall under specialized services, which are distinctly separate from regular
cleaning services and will require a separate agreement.
If a customer requests that a cleaner performs tasks that go beyond these limits, such as cleaning
high areas, the customer must provide appropriate equipment, such as a ladder. However,
24/25 CLEANERS does not provide or endorse the use of ladders, and if a cleaner agrees to use
a customer-provided ladder, the customer assumes 100% responsibility for the cleaner’s
safety, including any potential accidents or injuries that occur. 24/25 CLEANERS will not be
held liable for any damages, accidents, or injuries caused by work performed above human
height or while using non-company equipment.
Our cleaners are not responsible for:
• Moving heavy furniture
• Cleaning hazardous materials
• Tasks that involve high-risk activities or the use of non-standard tools (unless previously
agreed as part of a specialized service).
The customer is required to provide timely access to the property at the scheduled time. If
access is not provided within 30 minutes of the cleaner’s arrival, the cleaner may leave for
another appointment, and the full service charge will be applied. Additionally, customers are
responsible for ensuring that basic utilities such as water and electricity are available during the
scheduled service. If utilities are not available, we reserve the right to reschedule or cancel the
appointment, and the full service fee will apply.
Customers are also responsible for ensuring the safety of their pets during the cleaning process.
Cleaners are not responsible for handling pets, and in the event that a pet causes injury to the
cleaner, the customer assumes full responsibility.
Liability and Damages
24/25 CLEANERS will not be held responsible for damages resulting from pre-existing
conditions, including but not limited to faulty appliances, loose fixtures, or weak household
infrastructure. Any damages to decor, appliances, pipelines, or other household fixtures that
occur during cleaning will be the responsibility of the customer unless proper documentation is
provided proving the cleaner's direct fault.
In the event of any accidents or injuries that occur on the customer’s property, 24/25
CLEANERS will not be held responsible for covering medical costs or damages. If the
company’s insurance does not provide coverage or is not applicable, the customer agrees to
cover any medical or damage-related expenses either through their homeowner’s insurance or
out of pocket. 24/25 CLEANERS assumes no responsibility for any costs not covered by our
insurance.
EquipmentWe provide all necessary cleaning equipment and supplies for the services requested unless
otherwise agreed upon prior to the service. If a customer requests that our team use specific tools,
products, or equipment provided by the customer, 24/25 CLEANERS is not liable for any issues
or damages resulting from their use. For services that require specialized equipment or services
beyond standard cleaning, this will be considered a separate service and will need to be arranged
and quoted accordingly.
Satisfaction Guarantee
If you are unsatisfied with our cleaning service, please notify us within 24 hours, and we will
return to re-clean the missed areas at no additional charge. Please note that this guarantee does
not apply to time-limited cleanings or minimum-hour bookings. If the job scope was restricted
due to a time limit or specified areas, we do not offer a free re-clean of tasks that were not
originally included in the booking.
7. Customer Interaction:
All interactions regarding bookings, payments, or additional services must be handled through
our management team. Customers are prohibited from making direct job offers or engaging with
cleaners outside of 24/25 CLEANERS. Any attempt to offer employment or solicit services
outside the company will result in a $50,000 penalty, plus legal fees.
Customers are also prohibited from asking questions related to gender, marital status,
immigration status, or any other personal questions, including requesting a cleaner’s personal
phone number. All communication should be directed through management. Any agreements or
arrangements made directly with cleaners, without the involvement of 24/25 CLEANERS, will
result in the company taking no responsibility for those agreements, and the customer will
assume 100% liability for any future outcomes.
Furthermore, 24/25 CLEANERS maintains a zero-tolerance policy for rude, disrespectful, or
discriminatory behavior towards our cleaners, office employees, or any team members. This
includes the use of offensive language, disrespect, or discriminatory treatment based on gender,
race, color, immigration status, language, or appearance.
In the event of such behavior, the company reserves the right to:
• Immediately stop work and charge the full service amount.
• Reject further work or future service requests from the customer.
• Pursue legal action for any discriminatory behavior or harassment, including starting a
court process if necessary.
We are committed to ensuring a respectful, safe, and professional environment for both our team
and our customers.
8. Quality Check Policy:
Customers are required to inspect the completed work before the cleaner or carpet technician
leaves the home. This ensures that any missed areas can be addressed immediately. If the
customer is present during the service, they should review the work directly with the cleaner
before their departure.
If the customer is not at home when the cleaning is completed, they have 24 hours to inspect
the service. If any areas were missed, the cleaner will return to re-clean only the missed spots.
Please note that this guarantee applies only to missed areas and does not cover additional
services beyond what was originally agreed upon.
For customers booking hourly services with a minimum booking time or restricted time, the
satisfaction guarantee does not apply. In such cases, since the service may not cover the entire
scope of work, the company cannot provide a full satisfaction guarantee.
9. Photo and Video Policy:
Cleaners may take photos of specific areas inside the home, such as ovens, fridges, bathrooms,
and any spots that are particularly dirty, to document the condition before and after the
cleaning. However, cleaners are not allowed to take full videos or capture extensive photos of
the entire home. Photos will be limited to specific areas, such as floors, furniture, carpets,
walls, balconies, patios, or any areas where documentation is necessary for comparison
purposes.
This documentation helps to ensure the quality of our service and to verify completed tasks if
needed.
10. Access to Property:
By submitting a booking with 24/25 CLEANERS, the customer agrees to provide access to their
home for the scheduled cleaning service. If the customer has any specific instructions regarding
access to the property, such as gate codes, key locations, or entry preferences, they must provide
these instructions either through the booking form, by phone, email, or text. The customer must
wait for confirmation from the company that these instructions have been received and accepted.
For customers providing access codes, we require a one-time use access code that is valid only
for the duration of the cleaning. 24/25 CLEANERS is not responsible for the security of access
codes, and we strongly recommend changing the code after each cleaning to maintain your
security. The company takes no responsibility for any issues arising from the use or misuse of
access codes beyond the cleaning service.
For customers providing keys, key locks, or key boxes, it is the customer’s responsibility to
change the key box code or secure any keys after the service is completed. We recommend
creating a new access method or code before the cleaner arrives on the day of each scheduled
cleaning. 24/25 CLEANERS will not be liable for any loss or damage resulting from failure to
update or secure keys, codes, or access methods.
11. Customer Data and Privacy:
At 24/25 CLEANERS, we use third-party software providers to facilitate and streamline our
booking, payment, and communication processes. Any customer data provided during these
processes, including personal information and payment details, is stored and managed by these
software companies.
While we take the privacy and security of your data seriously, 24/25 CLEANERS does not
assume responsibility for any data breaches or security issues that occur with the software
providers we use. These companies are responsible for the protection and security of the data
they store, and we encourage customers to review the Privacy Policies of these third-party
providers.
For further information on how we handle your data and our privacy practices, please refer to the
Privacy Policy on our website. We are committed to protecting your privacy and complying with
relevant data protection regulations, including GDPR where applicable.
12. Refund Policy:
24/25 CLEANERS does not offer refunds for any services provided. Once a service has been
completed, the payment is final. This is due to the company’s obligation to compensate cleaners,
office staff, software fees, marketing costs, and other operational expenses. As such, we do not
have a refund policy for any service that has been delivered.
In the event that you are unsatisfied with the service provided, we are happy to send a cleaner
back to re-do the job and address any missed areas, but no refunds will be issued.
Any chargebacks initiated by the customer will be handled according to our Payment and
Invoicing section under Legal Actions, and we reserve the right to pursue legal action as
described.
13. Force Majeure:
24/25 CLEANERS shall not be held liable for any failure to perform or delays in performing
services due to circumstances beyond our control. This includes, but is not limited to, natural
disasters, pandemics, government regulations, extreme weather, road emergencies, accidents,
sickness of cleaners, or any other unforeseen events.
In the event that a service needs to be canceled or rescheduled due to any of the above reasons,
the company reserves the right to do so, even if the cancellation occurs within minutes of the
scheduled cleaning. 24/25 CLEANERS will not be responsible for covering any costs or
damages incurred as a result of the cancellation or rescheduling.In such cases, we will work with the customer to reschedule the cleaning at the earliest
convenience, but no refunds or compensation will be provided for services canceled due to force
majeure events.
14. Termination of Service:
This agreement between 24/25 CLEANERS and the customer remains in effect for all services
provided. Either party may terminate the service agreement at any time by giving verbal or
written notice. 24/25 CLEANERS will inform the customer verbally or in writing if we are
unable to continue providing services, or if the customer chooses to discontinue the service.
The company reserves the right to terminate or suspend services under the following
conditions:
• Repeated cancellations or rescheduling that significantly disrupt service delivery.
• Non-payment or delayed payment of invoices, as outlined in the Payment and Invoicing
section.
• Violations of the Terms and Conditions, such as inappropriate behavior, disrespect, or
failure to provide safe access to the property.
In such cases, 24/25 CLEANERS will communicate the decision to terminate or suspend the
service to the customer and attempt to resolve any issues before final termination. The customer
may also terminate services at any time by notifying the company.
However, all unpaid invoices will remain due and payable, and the customer is obligated to
settle any outstanding balances even after the termination of services.
These terms apply to all bookings made, and no additional signing or re-agreement is required
for each service. Customers can request the current or updated terms or check them on our
website at any time.