📋 CLEANING SERVICE AGREEMENT
Terms of Service Highlights
Customers are required to review and agree to our Service Agreement before booking services. By booking a cleaning service, the customer acknowledges and agrees to the terms outlined below, subject to applicable law.
1. 📅 CANCELLATION, BOOKING DEPOSIT & NO-ACCESS POLICY
To reserve an appointment, a $60 Booking Deposit is required at the time of booking unless otherwise agreed to by the Company.
The Booking Deposit will be fully refunded if the customer cancels or reschedules the appointment with at least 24 hours' notice.
The Booking Deposit will be forfeited and retained by the Company if the customer:
Cancels or reschedules with less than 24 hours' notice.
Is not home and has not provided the required access information.
Forgets to unlock the door.
Fails to provide a working key, access code, or other entry method.
Forgets about the scheduled appointment despite receiving reminders.
Refuses service after the cleaning team has arrived.
Otherwise causes the appointment to be missed or prevents the team from accessing the property.
If the cleaning team arrives at the property and cannot gain access, the appointment may be considered a missed appointment and the Booking Deposit may be retained.
If the team has already arrived and the customer cancels or denies access, no refund will be issued for the Booking Deposit or any service time reserved for the appointment, subject to applicable law.
2. 💳 PAYMENT AUTHORIZATION & COLLECTION OF PAYMENT
By scheduling services with Star of Texas Cleaners, the customer agrees to pay all charges for scheduled cleaning services, approved add-on services, applicable fees, recurring appointments, and any authorized additional services.
The customer authorizes Star of Texas Cleaners to charge the payment method provided for the $60 Booking Deposit, the balance of scheduled services, approved add-on services, and any applicable fees authorized under this Agreement.
The Company may charge the remaining balance on or before the scheduled service date using the payment method authorized by the customer.
If the customer cancels or reschedules the appointment in compliance with the Company's Cancellation, Booking Deposit & No-Access Policy, the $60 Booking Deposit will be refunded.
If the customer fails to comply with the Company's Cancellation, Booking Deposit & No-Access Policy, the $60 Booking Deposit shall be forfeited and retained by Star of Texas Cleaners.
If a payment is declined, disputed, charged back, or returned unpaid, the customer agrees to promptly provide an alternative method of payment. Star of Texas Cleaners reserves the right to suspend future services until all outstanding balances have been paid in full.
The customer remains responsible for all amounts owed under this Agreement and agrees to reimburse any reasonable collection costs, chargeback fees, court costs, attorneys' fees, and other expenses permitted by applicable law that are incurred in collecting overdue balances.
By booking services, the customer authorizes Star of Texas Cleaners to process payments in accordance with these terms and acknowledges that they have read, understood, and agreed to this Payment Authorization & Collection of Payment Policy.
3. 💵 SERVICE CORRECTIONS & REFUND POLICY
Our goal is to provide quality service and address legitimate concerns promptly.
If a customer believes an area was not cleaned according to the agreed scope of service, the customer should contact us within 24 hours of service completion.
When appropriate, we will arrange for a team member to return and address the reported issue.
Our preferred remedy for legitimate cleaning concerns is a service correction rather than a partial or full refund. Refunds, if any, are issued solely at the Company's discretion and subject to the terms of this Agreement and applicable law.
4. 🤝 DIRECT HIRING / SOLICITATION
Customers may not intentionally bypass our company or marketplace by attempting to hire, contract with, or pay a cleaner directly for services that would otherwise be provided through our company.
A contractual fee of up to $1,000 per occurrence may apply if a customer knowingly attempts to circumvent the company and directly hires or solicits a cleaner introduced through our service.
This provision is intended to protect our business relationships, cleaners, and marketplace operations.
5. ⏱️ HOURLY CLEANING SERVICES
Hourly cleaning is based on time spent cleaning, not completion of a specific checklist.
If you book an hourly service, our team will complete as many requested tasks as reasonably possible within the purchased time.
We cannot guarantee that every requested task will be completed within the allotted time.
Customers may request additional cleaning time when available. Additional time must be approved before the team continues beyond the originally scheduled service.
6. 🏠 HOME CONDITION & QUOTING
If the property is significantly different from the condition, size, level of buildup, number of rooms, or scope described during booking, the original quote may no longer apply.
If this occurs, we will:
Explain the difference in condition or scope.
Provide the customer with the option to approve additional time or an updated price.
If the customer declines the revised estimate, the Company may cancel the service or complete only the work that can reasonably be performed within the original scope and price.
We will not knowingly perform additional billable work without customer approval.
7. ⚠️ DAMAGE & PRE-EXISTING CONDITIONS
Customers should report any suspected accidental damage to us within 48 hours of service completion and provide photographs or other supporting information when available.
We are not automatically responsible for:
Pre-existing damage
Normal wear and tear
Existing stains or discoloration
Damaged, deteriorated, or improperly installed materials
Damage caused by defective fixtures, appliances, surfaces, or construction
Conditions that existed before our team arrived
We will review reported damage in good faith and determine whether the issue appears to have occurred during our service.
8. 💎 VALUABLES & PERSONAL ITEMS
Customers are responsible for securing cash, jewelry, important documents, medications, collectibles, electronics, firearms, and other valuable or fragile personal property before the cleaning team arrives.
For the protection of both the customer and our cleaning professionals, valuable or highly sensitive items should be secured or placed in an area that does not require cleaning.
Our team should not be expected to move or handle large amounts of cash, jewelry, important documents, or other high-value personal property.
9. 🍽️ DISHWASHER INTERIORS & SPECIAL APPLIANCES
Standard cleaning includes wiping the exterior/front-facing surfaces of the dishwasher only.
The inside of the dishwasher is not included.
Specialty appliance cleaning, including oven interiors, refrigerator interiors, air fryers, and other appliances, may require an additional fee.
10. 🧽 CLEANING VS. RESTORATION
Our cleaning services are intended to remove ordinary dirt, dust, grime, and buildup.
Cleaning does not guarantee restoration of permanently damaged, stained, discolored, deteriorated, or aged surfaces.
For example, old or damaged caulking may contain discoloration or mold that cannot be removed through normal cleaning. In some cases, the caulking must be removed and professionally replaced.
We will make a reasonable effort to clean affected areas, but we cannot guarantee that old, damaged, stained, or deteriorated materials will return to their original appearance.
11. 🐛 UNDISCLOSED PESTS & UNSAFE CONDITIONS
For the health and safety of our employees, customers, and other properties, we reserve the right to stop or decline service if active infestations or unsafe conditions are discovered.
Examples include:
Bed bugs
Active cockroach infestations
Fleas
Rats or other rodents
Other significant pest infestations
Hazardous or unsafe conditions
If an undisclosed condition makes the property unsafe to service, the team may leave the property.
Any cancellation, payment, or refund resulting from such circumstances will be handled according to the Service Agreement and applicable law.
12. 🚫 RESPECTFUL WORK ENVIRONMENT — ZERO HARASSMENT
Our cleaners must be treated with professionalism and respect.
Sexual harassment, sexual comments, unwanted touching, threats, intimidation, discrimination, or other abusive behavior are strictly prohibited.
A cleaner may refuse to perform work or leave the property immediately if they reasonably believe they are being threatened, harassed, or placed in an unsafe environment.
If the team must leave because of threatening, abusive, or inappropriate conduct, the appointment may be treated as a customer-caused cancellation, subject to the Service Agreement and applicable law.
13. 🚫 RIGHT TO REFUSE OR DISCONTINUE SERVICE
Star of Texas Cleaners reserves the right to refuse, suspend, or discontinue services when conditions are unsafe, hazardous, unsanitary, illegal, or outside the scope of services offered.
Examples may include, but are not limited to:
Hoarding conditions beyond the scope of the scheduled service.
Human or animal waste.
Blood, bodily fluids, or biohazardous materials.
Illegal drug activity or evidence of criminal activity.
Aggressive or unsecured animals.
Structural hazards or unsafe working conditions.
Active infestations not disclosed during booking.
Any condition that reasonably poses a risk to the health, safety, or well-being of our cleaning professionals.
If service is refused or discontinued due to undisclosed conditions, the customer may remain responsible for applicable charges, including the Booking Deposit and any time already reserved or spent traveling to the property, subject to applicable law.
14. 🪜 LADDER & HEIGHT SAFETY
For employee and property safety, our cleaning professionals do not climb beyond a basic two-step household ladder or step stool.
Customers may not ask or require cleaners to:
Climb roofs
Stand on countertops
Stand on furniture
Climb unstable ladders
Perform exterior high-level work
Access areas that require specialized equipment
High-reach or elevated cleaning may be available through a qualified specialty service provider.
15. 📸 SERVICE DOCUMENTATION
When appropriate, the Company may document the condition of a property before, during, or after service with photographs for internal records, quality control, estimating, training, documentation of pre-existing conditions, or claim resolution.
Photographs taken for documentation, quality control, estimating, training, or claim resolution purposes shall remain the property of the Company.
Customer-identifying photographs will not be used for advertising, marketing, promotional materials, social media, or public distribution without the customer's separate consent.
16. ✅ CUSTOMER ACKNOWLEDGMENT
By booking our services, the customer acknowledges that they have had an opportunity to review the Service Agreement, understand the scope and limitations of the service selected, and agree to follow the Company's service policies.
The specific services purchased, price, appointment date, estimated service time, any approved add-ons, and any applicable Booking Deposit will be confirmed with the customer before service.
By booking services, the customer authorizes Star of Texas Cleaners to charge the payment method provided for the Booking Deposit, scheduled services, approved add-on services, applicable fees, and any other charges authorized under this Agreement.