CleanICoast LLC, also referred to onwards as “Company” or “we”, “us” reserves the right to make amendments to these terms and conditions for our cleaning service in Gainesville or outside Gainesville without giving prior notice. By requesting service from CleanICoast LLC, the client accepts these terms and conditions below and agrees to abide by them. Please carefully read these terms and conditions.
COVID-19: No customer shall book a service with CleanICoast LLC without fully disclosing their knowledge of COVID-19 symptoms. As a customer of CleanICoast LLC, it is your responsibility to make our company aware if you experience any symptoms of, or relating to, COVID-19. If you have recently traveled out of the country, are feeling sick, have cared for someone feeling sick, been in quarantine, or plan to be in quarantine, all such and other related information must be disclosed to CleanICoast LLC in accordance with the health and safety laws of Florida. CleanICoast LLC reserves the right to discontinue any service on the grounds of health and safety.
REFUNDS: Our services are personalized to each customer; therefore, CleanICoast LLC does not offer refunds. However, please contact us within 24 hours after the booking start time if you have any complaints about your cleaning service. While we do not offer refunds, we will provide a free re-clean if we are notified within 24 hours of the initial cleaning. Customers must list, with pictures, the areas of the home that were missed during the initial cleaning. Any areas not listed within 24 hours of the initial cleaning will not be honored in the re-clean. Additionally, customers may not add a new service to the re-clean without meeting our minimum new service requirement. Free re-cleans will take place within 24 to 48 hours. The customer must be available to grant access to the cleaners for the re-clean.
RECEIPTS AFTER CLEANING: All receipts are automatically sent once the payment is successful. If customers do not receive a receipt automatically, customers are required to make a request to CleanICoast LLC for the receipt to be manually generated. Please note that receipts will only be sent to the email used during booking. If the email isn’t entered correctly, the receipt will not be received.
GIFT CARDS: Gift cards can be redeemed for a cleaning service but are not refundable or redeemable for cash. To use a gift card, please go to our booking page and enter your unique gift card code. Any balances remaining on gift cards can also be used on a future service.
NO TERMS OR CONTRACT: There is no term to this agreement between the client and CleanICoast LLC. You may cancel your re-occurring or one-time cleaning service at least 24 hours prior to the scheduled booking. CleanICoast LLC also reserves the right to cancel the service at any time. However, there is a cancellation fee of $79 for bookings cancelled less than 24 hours before the scheduled date. Any appointments rescheduled can either be cancelled for a $79 fee or rescheduled to a suitable date.
MOVE-OUT CLEANING: Customers who use our move-out cleaning plan agree that their homes are empty and free of clutter. CleanICoast LLC does not remove pet odors from homes. If your home is empty and requires pet odor removal, please contact a specialist. CleanICoast LLC reserves the right to revert customers to a regular or deep cleaning price plan if the home is still being occupied or there are items remaining in the home upon our arrival. This includes, but is not limited to, items inside the fridge, inside the cabinets, etc. CleanICoast LLC’s move-out cleaning is priced for homes that are empty. Since emptying cabinets and fridges takes additional time, extra charges will be applied when these tasks are requested. To use our inside-cabinet or inside-appliances cleaning plan, customers must leave only minimal items inside. All other items must be removed.
HOURLY SERVICE: All hourly services are billed only by the hour at the current rate set forth by CleanICoast LLC at the time of booking. Customers may not change their booking type after the service has begun without proper notice to CleanICoast LLC. CleanICoast LLC does not offer custom-priced bookings. A booking service may only be Standard Cleaning, Deep Cleaning, Move-out Cleaning, Hourly Cleaning, Organization, or Home Concierge Services. All services are adjusted to one of these offered types. CleanICoast LLC’s cleaners are not able to make adjustments to the customer’s cleaning service type during the clean. All cleaning adjustments must be communicated to CleanICoast LLC by email, text message, or phone call. Changes to bookings are subject to approval by CleanICoast LLC.
For hourly service where the customer is present during the cleaning, any extra time spent by the cleaners in the home will be billed to the customer. It is the customer’s responsibility to terminate cleaning services at the end of the billable hours to avoid additional charges. If a customer wishes to add extra services or time to the hourly service, CleanICoast LLC must be contacted by email, text, or phone call.
If a customer believes that CleanICoast LLC’s cleaners are not working efficiently, concerns must be communicated to CleanICoast LLC prior to the end of the hourly service. For hourly service where the customer is not present, CleanICoast LLC will communicate with the customer when the service is completed. If additional cleaning is required, the customer will be notified. It is the customer’s responsibility to provide sufficient hours to complete the required cleaning. Where insufficient hours are provided, only the priority areas of the home will be cleaned, and the customer will be notified.
Our 24-hour clean guarantee for hourly cleans is limited to the time it takes to fix any missed areas. The guarantee does not mean cleaners will spend an equal number of hours as initially booked. Customers must express their concerns to the cleaners while the cleaners are still present in the home.
CLEANING APPROVALS: Customers may confirm their cleaning service satisfaction in a few ways: 1. By voice or phone. 2. By replying to our emails. 3. Through text message. All of these methods are acceptable for acknowledging a customer’s approval of the cleaning work. Once approval is received, CleanICoast LLC reserves the right to deny a re-clean request after the cleaning has been approved. It is the customer’s responsibility to ensure that all non-voice communication to CleanICoast LLC is received, acknowledged, and sent within 24 hours of the initial clean. CleanICoast LLC reserves the right to deny complaints made more than 24 hours after the initial clean, in accordance with our policy and agreements. Customers who request to review our cleaning service but do not show up within 10 minutes of the team’s scheduled departure will be subject to additional charges accrued while the team waits for the cleaning review. Customers will be charged for time spent waiting beyond 10 minutes, up to a maximum of 1 hour, at which point the cleaning team may leave the home.
TEAMS: Our cleaners work in teams of one, two, or more, depending on the size of the job. A team leader may be assigned to your home. We make every effort to keep the same team leader or team assigned to your home, but we cannot guarantee this. Several factors, including illness, promotions, other clients, scheduling, and unforeseen circumstances, may result in a change of cleaners on a team.
CONDUCT: Our cleaners will be respectful while in your home. They will not perform tasks outside of their jobs, such as smoking, eating or drinking, watching TV, listening to the radio, playing video games, helping customers with tasks outside the customer’s cleaning plan, or answering the telephone or doorbell. Our job is to provide you with the best home cleaning experience. CleanICoast LLC is not a grout specialist, wall specialist, tile/renovation specialist, or any type of specialist outside of general house cleaning. Therefore, CleanICoast LLC will not accept tasks outside our scope of work. Customers requiring such tasks must contact a qualified specialist.
PETS ESCAPING FROM THE HOME: Neither CleanICoast LLC nor its cleaners are responsible for pets that “escape” when our cleaners are entering or exiting your home. If your pet will be “roaming free” during the cleaning, please inform us in advance so the cleaners can take precautions when opening doors. Our cleaners will close doors promptly upon entering and exiting your home and will not leave doors open for extended periods.
EQUIPMENT AND SUPPLIES: We provide our own cleaning supplies and equipment, including vacuums, mops, and cleaning products. If you have a specific product you would like us to use, please call our office prior to your service date. Our service teams come with their own vacuum, but depending on the condition of a customer’s home, CleanICoast LLC may require the customer to make a vacuum cleaner available. This is to ensure the safety of our teams and other customers. Vacuum cleaners can carry dander and other materials which some customers may be allergic to. Therefore, CleanICoast LLC may require customers to provide our teams with a working vacuum cleaner.
ARRIVAL TIME: Your scheduled cleaning time has an arrival window of +/- 1 hour. This allows our cleaners to account for traffic and any other delays they may experience when fulfilling your service request. Any delays beyond this window will be communicated to our clients prior to the service.
SCHEDULING: Scheduling changes can result in the following:
PRICE & SCHEDULE CHANGES – The price for your recurring service is based on how frequently you request a cleaning service. Below are our service category prices:
- Weekly: Once a week
- Bi-Weekly: Every 2 weeks but no more than 3 weeks since the last cleaning
- Monthly: Every 4 weeks but no more than 5 weeks since the last cleaning
Rescheduling your cleaning may result in the cost of your service being less than, more than, or the same as your last cleaning. Accommodations will be made for when the home is not occupied, and the customer may contact us to make amends.
Example 1: A Bi-Weekly client who “skips” a cleaning, creating a four-week interval between visits, will have the applicable (higher) Monthly rate applied to the next cleaning.
Example 2: A Bi-Weekly client who requests an additional cleaning in between scheduled visits will be charged the applicable (lower) Weekly rate for the next 2 cleanings, as there will be a one-week interval between both cleanings.
CLEANING FEE ADJUSTMENTS: CleanICoast LLC may re‑evaluate service rates based on the time required to perform our services to meet the client’s needs, CleanICoast LLC’s standards, and the client’s satisfaction. Clients are required to disclose the true state of the home that needs cleaning. Clients will be contacted if there are significant discrepancies prior to the service being provided. CleanICoast LLC reserves the right to adjust a customer’s price if the true condition of the home or the home size is not disclosed prior to booking. CleanICoast LLC also reserves the right to adjust its prices as shown on the website before or after a customer has booked a service. Any price changes will not affect services that have already been booked. CleanICoast LLC regularly reviews its pricing to ensure it aligns with current market rates in Florida. Therefore, after a service has been booked, CleanICoast LLC may review and increase or decrease prices as needed. Recurring services may not be affected by price changes; however, CleanICoast LLC may contact recurring clients to discuss significant price differences for future services.
WORKING AT HEIGHTS: CleanICoast LLC and its cleaners do not work at heights over 2 ladder rungs. Any cleaning that requires using a ladder more than 2 steps up will not be conducted by our cleaners. To ensure proper health and safety during jobs, CleanICoast LLC will decline working at heights.
We may monitor the actual cleaning time for the first two months and occasionally thereafter. We will contact you to discuss possible price or service revisions if the cleaning time differs significantly from the original price quoted prior to carrying out the service. CleanICoast LLC reserves the right to include appropriate fees in the client’s cleaning quote if there are discrepancies not previously listed by the customer, such as pets in the home. Homes with pets must be disclosed at the time of booking so that a pet fee can be applied.
TERMS & CONDITIONS FOR THE PAYMENT POLICY: Payment is due in full when booking a service online.
Payment accepted: Credit cards (Mastercard, Visa), Interac transfer. Cash payments are not accepted by CleanICoast LLC. Customers wishing to pay cash must contact CleanICoast LLC prior to booking. No booking date will be held for a customer without a credit card or payment details in our system.
LATE CANCELLATION: A late cancellation fee of $79.00 will be charged unless notification of a change has been made more than 24 hours prior to the service date and time. All notifications must be made by calling our office, emailing, or texting. Informing the cleaning team when they are in your home does not constitute proper notification.
RESCHEDULING: Customers may reschedule a service more than 24 hours prior to the scheduled appointment time. A rescheduled service may be cancelled at any time for a $79 cancellation fee or rescheduled to a later date at no additional cost.
LOCKOUT / INACCESSIBILITY: CleanICoast LLC will make every effort to accommodate customers in the event of a lockout where our cleaners cannot gain entry to the home. Lockouts can be rescheduled for another date. For cancellations during a lockout, a $79 cancellation fee will apply for homes within the city limits. For homes outside the city limits, a $79 cancellation fee plus a travel fee will apply.
CHARGES: If it becomes necessary to change, cancel, or skip your regular cleaning day, we request at least 2 business days’ notice. If our office is not notified and our team cannot enter your home upon arrival, a full-price lockout fee will be charged to cover our expenses. Our teams’ daily pay is based on scheduled homes. Short-notice cancellations or lockouts prevent CleanICoast LLC from servicing other clients during that time block.
Should you require any changes or modifications to the cleaning details or instructions, or wish to adjust the cleaning schedule or frequency, contacting our office is the most reliable way to accomplish this. Our cleaning team is instructed to follow the instructions as they appear on the personalized work order, which reflects the information agreed upon with our office. Additional requests made to the team at the time of cleaning that were not approved by our office during booking cannot be honored. All additional tasks must be added to your cleaning plan during the booking process or by contacting our office.
SECURITY ALARMS: If your home is equipped with a security system, ensure it is in the “OFF” position or provide our office with the codes and input sequence prior to your scheduled cleaning. Please notify our office if the security codes change.
CANCELLATIONS BY CLEANICOAST LLC: CleanICoast LLC reserves the right to suspend or cancel a booking if there are issues with access to the home, water, or electricity supplies, or difficulties working around other contractors and/or service providers, as well as interference from any party. The customer will still be held liable for up to 50% of the cost of the agreed-upon service.
ACCIDENTS & THEFT: The client is responsible for securing cash, jewellery, and any other items of value. If you have valuables or heirlooms, etc., it would be helpful if they would be put away to avoid accidents. Regrettable, and although not common, from time to time, something may be broken. Our personnel are instructed to call our office at once if ANYTHING is broken, and to leave you a note advising you of the accident.
In the event an item is damaged or broken, we reserve the option to repair or replace the item. If it was caused by our team, you must report this incident within 24 hrs of service. The client must be present at the end of the cleaning. And must inspect the home before the cleaners’ departure. Any damages should be brought to our attention right away. Once the cleaners leave, the cleaner is no longer liable for any damages that may occur where we cannot verify the source of the damage.
A dollar value of “one-of-a-kind” items destroyed must be demonstrated in order that a settlement may be determined. We cannot be responsible for wall hangings attached with anything other than “real” picture hooks. No straight pins, thread, etc. CleanICoast LLC & its cleaners will make every effort to ensure that when dusting hanging frames that they do not get damaged. Customers are responsible for the use of proper hanging techniques for their home decor.
If a client suspects theft or actual theft has taken place, it is the client’s responsibility to report the incident to the CleanICoast LLC office. The client will lay a charge of theft if actual theft has taken place and follow through to the point of actual prosecution. CleanICoast LLC is indemnified against any claim.
LAUNDRY SERVICE: Customers who request a laundry service with CleanICoast LLC agree that CleanICoast LLC shall not be responsible for damages to the washers, dryer, or clothes being washed. Every customer requesting laundry service agrees that clothes in the washer may experience discolouration, shrinking, slacking, or other unexpected outcomes. Therefore, it is each customer’s responsibility to provide appropriate guidance to the cleaner regarding the laundry service or cleaning of their home. CleanICoast LLC is not liable for any damages resulting from the use of our services, including laundry service.
PETS: If you have pets, our cleaners do appreciate it when they are secured and when you pick up after them. We do not clean litter boxes or urine/feces from the floor.
HEALTH & SAFETY: CleanICoast LLC reserves the right to refuse a job on grounds of health and safety or any work outside the scope of our insurance policy.
QUALITY CONTROL: Our quality control consists of making home inspections and phone calls. A supervisor may enter your home after our cleaning team has done their job. They may call you at home or work. We believe that inspections and client contact are the best way to help in exceeding your expectations and improve our high standards. You may also benefit from a satisfaction survey. We appreciate your feedback.
STAIN REMOVALS: CleanICoast LLC will do its best to ensure all stains are removed during cleaning. However, there are long-term stains which may be difficult to remove during the required cleaning time, such as stains in the oven, walls, or other parts of the home. CleanICoast LLC will advise customers in such cases to decide what is an acceptable cleaning for that portion of the home.
BEFORE AND AFTER PHOTOS: CleanICoast LLC takes before & after photos for cleaning jobs completed. These pictures may be used for marketing & as proof of work completed. This reduces discrepancies in expectations and helps CleanICoast LLC continue to monitor its cleaning work quality and integrity. The photos of before & after cleaning taken will be the property of CleanICoast LLC, and CleanICoast LLC will not disclose the cleaning location or reveal parts of the home that may indicate the customer’s personal information. Customers who are not comfortable with pictures may express their concerns to CleanICoast LLC by calling or emailing our office.
WALL WASHING/WALL SPOT CLEANING: Customers who book wall washing or wall spot cleaning service with us agree that CleanICoast LLC shall not be responsible for any damage to the walls during cleaning. There are several factors that may lead to damage to walls during cleaning, and some pre-existing conditions may already be present before the service is rendered. CleanICoast LLC reserves the right to refuse wall service, or any other cleaning service on grounds of health & safety, or other reasons as pertaining to its ability to properly perform the job. A customer’s wall spot cleaning service may be switched to wall washing if the stains are all over the wall, as opposed to spotted stains on the wall. In such a case, CleanICoast LLC will contact the customer to discuss a service alternative and/or alternate date for a different service, as well as price.
HOARDING: Homes where hoarding has taken place require special attention. If the home was booked as a standard, deep, heavy-duty, or move-out cleaning prior to arrival, CleanICoast LLC shall convert the customer’s booking to our hourly rate ($75/hour per cleaner). All such situations can only be cleaned at an hourly rate because CleanICoast LLC cannot know how many hours it could take. Estimates will be provided to customers ahead of the cleaning appointment.
EXTRA WORK: Please call us in advance for special requests (i.e., after construction, refrigerator cleaning, garage, extra rooms, or any extras as listed on our website) so we can schedule the time needed to complete these tasks. We will provide an over-the-phone estimate; however, we reserve the right to adjust the quote after the job is completed. A customer may request additional work for their homes, provided the customer contacts CleanICoast LLC by phone/email prior to the service time to make the adjustments.
ITEMS WE CANNOT CLEAN/DO: We have instructed our staff to leave certain items untouched, such as items or areas containing any body fluids or excretions, and litter boxes. If your pet has an accident or vomits, it will be your responsibility to clean it up. Our teams are advised to clean around these areas. Seasonal insect infestation can also be a problem and may prevent us from completely cleaning your home. If ants, termites, roaches, fleas, etc., are encountered, CleanICoast LLC cleaners will not clean or vacuum the area.
We will leave you a note or call you regarding the problem. We do not clean inside curio cabinets. If you have other items you prefer we not clean or handle, please call the office, and we will arrange to avoid those items. Our staff cannot climb higher than a step stool, one to two rungs on a ladder, work on the outside of your home, move furniture that contains electronics, lift any objects over 20 pounds, prepare meals, provide any pet- or children-related services, or empty diaper pails.
HIRING OF A CLEANICOAST LLC TEAM: Our teams have signed a Non-Compete agreement with CleanICoast LLC. They are prohibited from soliciting business from any client on his/her own behalf or on behalf of any third party during their contract with CleanICoast LLC or for 2 years following termination of the contract, without written approval from CleanICoast LLC. You agree not to hire past or present teams of CleanICoast LLC for a period of not less than 2 years from the date the team member last worked for CleanICoast LLC. A great deal of time and resources are put into picking out the best team.
In the event you feel you must hire a team member of CleanICoast LLC in spite of this agreement, then a placement fee equivalent to 20% of the team member’s annual take-home pay is due immediately upon employment of the past/present team member, regardless of whether the employment is regular or on a contract basis. Please contact CleanICoast LLC to discuss this process and how to approach it.
TIPS: Tips are appreciated by your cleaning team, but not required. A recommended tip is 10–15% of your total cleaning fee. Tips can be left as cash for the cleaning team, or we can add them to your credit card payment. We pay our team members one hundred percent of what you tip them.
BEHIND APPLIANCES CLEANING: Behind appliances such as ovens, fridges, washers, dryers, etc. cannot be cleaned if the appliances are not moved prior to our cleaners arriving at your home. Behind appliances will not be cleaned on a standard or deep clean. These are only applicable to move-out cleanings. Behind furniture in homes may not be cleaned if moving the furniture would pose a risk, either to our cleaners, the homeowners, or the furniture. During deep cleanings, if a customer requires behind-the-furniture cleaning, the furniture must be moved prior to our cleaners’ arrival.
Inside Ovens, Refrigerators, Cabinets, etc.: Customers requesting inside oven, inside fridge, or inside cabinet cleaning are required to have such places empty before our cleaners arrive.
Our move-in/move-out cleaning requires that the customer’s home be empty before the cleaning service begins.
KEYS: Please make arrangements for your home to be accessible to us. Your scheduled cleaning time may change due to several factors, including traffic, but we will ensure to make every effort to be at your home within an hour of your scheduled cleaning time as scheduled. Please let us know how our cleaners may access your home, either using a keycode, drop box, etc. If a customer forgets to leave us a way to enter the home for cleaning, we will reschedule the cleaning for another day at the client’s convenience. Refunds are not given for cleanings where the cleaners were unable to get access to the homes. But we will gladly reschedule your cleaning.
PERSONAL INFORMATION: Calls made to or received from CleanICoast LLC may be recorded for quality and training purposes. CleanICoast LLC will never share your information or call information with third-party companies or services without prior consent or unless required by state or federal law.
OFFICE HOURS: Our office is open Monday through Sunday, 8:00 am to 6:00 pm. We offer after-hours customer service through our website’s chat box. Please visit our website and chat with a customer service representative from 8 am to 11 pm, 7 days a week. Please note that CleanICoast LLC reserves the right to adjust the chat box customer service hours based on business needs and accommodations. Customers may also contact us and leave us a voicemail on our business phone number.
INSURED: We strive to be the most convenient way to clean your home, and thus, CleanICoast LLC carries insurance in providing our services.
GOVERNING LAW AND DISPUTE RESOLUTION
Governing Law
These terms and conditions are governed by and construed in accordance with the laws of the state of Florida.
Dispute Resolution
Any disputes arising out of or related to these terms or the services provided by CleanICoast LLC shall be resolved through negotiation in good faith between the parties. If a resolution cannot be reached through negotiation, the dispute shall be submitted to mediation. If mediation fails, the dispute shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association. Each party will bear its own costs associated with dispute resolution, except as may be required by law or the arbitration agreement.
Severability
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
Entire Agreement
These terms constitute the entire agreement between CleanICoast LLC and the client regarding the services provided and supersede any prior agreements or understandings.
MODIFICATIONS TO TERMS
Right to Modify
CleanICoast LLC reserves the right to modify these terms and conditions at any time. Clients will be notified of any changes via email or through an announcement on our website at least 30 days before the new terms take effect.
Client Acceptance
Continued use of our services after changes have been made constitutes acceptance of the revised terms. Clients who do not agree to the new terms must notify CleanICoast LLC to terminate services before the effective date of the changes.