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. 24/25CLEANERS 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 advancewill 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.
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.
Equipment we 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.
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.
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.
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24/25 CLEANERS is a family-owned business proudly originating from Seattle, Washington, and now serving residential and commercial properties in California and Florida.
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