WNC Cleaning Co. Client Service Agreement

This agreement outlines the terms, policies, and expectations for services provided by WNC Cleaning Co. It is designed to clearly communicate service boundaries, scheduling policies, and client responsibilities to ensure a consistent and safe cleaning experience.

Scope of Work

WNC Cleaning Co. does not move heavy furniture or appliances in order to prevent damage to floors and property.

We will vacuum and mop as far under furniture as our equipment can safely reach. If you would like areas fully cleaned, please move furniture prior to our arrival.

If you choose to move appliances such as your oven, refrigerator, washer or dryer and would like those areas cleaned, this can be added as an additional service and must be requested at the time of scheduling.

For safety and insurance purposes, we do not climb ladders and only clean areas that can be reached with our tools or extensions. We do not remove light fixtures.

We strive to provide the best results possible, however we do not guarantee the removal of permanent stains such as carpet stains, rust, mildew, or buildup caused by hard water or lack of maintenance.

Biohazards including blood, waste, litter boxes, pet accidents, and similar conditions are not serviced.

Additional tasks such as dishes, trash removal, laundry, bed making, organizing, and similar services are not included in standard cleaning and must be discussed and added prior to your appointment so we can adjust time and pricing accordingly.

We reserve the right to refuse or discontinue service if conditions are unsafe, unsanitary, or outside the agreed scope of work.

Supplies and Equipment

We provide all cleaning supplies and equipment needed for your service, with the exception of vacuums and toilet brushes.

To prevent cross contamination and the spread of allergens between homes, we do not share vacuums or toilet brushes. Clients are required to have a functioning vacuum and one toilet brush per toilet. We are happy to recommend a quality vacuum if needed.

If you do not have toilet brushes available, please let us know prior to your cleaning. We can purchase them for you and add the cost to your final invoice.

We use cleaning products that we are experienced with. For safety and liability reasons, we do not use client provided products, as we cannot assume responsibility for results or reactions to products we are not familiar with.

Client Expectations

Homes should be reasonably decluttered prior to arrival. Areas covered or blocked by items will not be cleaned.

If items must be moved or picked up in order to clean, a $25 per room fee may apply or the area may be skipped at our discretion.

For deep cleaning services, all personal items must be removed from countertops, sinks, tubs, showers, vanities, and toilets so we can focus fully on cleaning.

For maintenance cleanings, some daily items are expected. However, excessive clutter may result in an additional fee or skipped areas.

We encourage all clients to review our add on services list if they would like to customize their cleaning.

All utilities including water and electricity must be working at the time of service.

Homes must be maintained at a comfortable temperature between 68 and 70 degrees. If conditions are too hot or too cold and create an unsafe working environment, we reserve the right to stop service and treat the appointment as a cancellation.

Firearms must be stored and secured prior to our arrival. We will not clean any room where a firearm is visible.

Pet Policy

We love pets and treat them as part of the home. However, pets that are territorial, overly energetic, or sensitive to equipment must be secured during service.

We are not responsible for pets that become loose or interact with cleaning equipment or products.

If a pet presents a safety concern, we reserve the right to stop service and treat the appointment as a cancellation.

The client assumes responsibility for any damages or injuries caused by unsecured pets.

Damage and Liability

Accidents can happen even with careful cleaning.

If damage occurs, we will notify you the same day and make reasonable effort to repair, replace, or compensate for the item.

We are not responsible for pre existing damage, poorly secured items, or improper installation of items in the home.

Fragile, valuable, or irreplaceable items should be secured prior to service. Closed doors or drawers indicate areas we should not enter.

We reserve the right to determine if an area is unsafe or unserviceable.

Scheduling and Access

You do not need to be home during service.

If we cannot access the home at the time of service, a lock out fee of 50 percent will apply.

If service has begun and we cannot continue due to safety concerns, home conditions, or access issues, a fee of 50 to 100 percent may apply depending on how much work was completed.

We do not work while contractors, vendors, realtors, photographers, or other service providers are present. This is for safety, liability, and time management.

If another service is present, we will wait in our vehicle for up to 10 minutes. After 10 minutes, the home will be considered unserviceable and the full cleaning rate will apply.

Cancellations and Rescheduling

We understand that things come up. Please communicate as early as possible if you need to reschedule.

48 hours or more notice results in no fee.

Less than 48 hours notice results in a 25 percent fee.

Less than 24 hours notice results in a 50 percent fee.

We allow up to two waived cancellation fees within a 12 month period as long as the service is rescheduled within one week.

Travel, vacations, and guests do not automatically pause service. If access is provided, service may still be completed. If service is skipped without proper notice, it will be treated as a cancellation.

Frequent skipping or rescheduling may result in removal from the regular schedule.

If service is paused for more than 30 days, a deep cleaning may be required before returning to regular service.

Frequency and skipped cleanings

Pricing is based on your scheduled cleaning frequency. If cleanings are skipped or extended beyond your normal schedule, your next visit may be adjusted to reflect the additional time and work required. Homes that go beyond normal maintenance intervals may require a higher frequency rate or deep cleaning pricing depending on condition.

Payment

Payment is due prior to service.

If payment is not received, service will not begin and will be treated as a cancellation with a 50 percent fee.

Accepted payments include PayPal, Venmo, or cash in a sealed envelope.

Satisfaction Policy

If something is missed, please contact us within 24 hours and we will correct the issue.

Refunds are not provided due to the nature of the service.

Privacy

Before and after photos may be taken for documentation and quality assurance.

Photos may be used for marketing unless requested otherwise. No personal information will ever be shared.

Sick Policy

If anyone in the home is sick with a contagious illness, please notify us so we can reschedule.

Disclaimer

By scheduling service, the client agrees to all terms outlined in this agreement. WNC Cleaning Co reserves the right to refuse, pause, or discontinue service if conditions are unsafe or outside the agreed scope of work. Any situations not covered will be handled at our discretion.