Carolina Spotless Terms of Service
These Terms of Service outline the expectations for both our clients and the services we provide at Carolina Spotless. Please take a moment to review the details below.
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Initial Cleaning
For your first cleaning service, Carolina Spotless requires a deep or heavy-duty cleaning. This is necessary if your home or office hasn’t been professionally cleaned by us in the past 45 days, or if it has accumulated significant dirt, grime, or buildup that goes beyond the usual wear and tear of a regularly cleaned space.
Upon arrival, our cleaning team will evaluate your property through a walkthrough to determine if a deep cleaning is required. If so, we’ll reach out to get your approval for the upgrade before proceeding.
Without this upgrade, our team may not have sufficient time to address extra buildup or stubborn stains.
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Preparing for Your Cleaning
To ensure we can focus on the detailed cleaning, please avoid tidying up before our team arrives. However, we ask that you remove any clutter from the areas you want cleaned, allowing us to work more efficiently.
We will refrain from cleaning spaces that are heavily cluttered (e.g., shelves or countertops) to prevent damage. Additionally, please remove any fragile or unstable items—such as delicate decorations, top-heavy objects, or unsecured pictures. We cannot be held responsible for damage to these items. For safety reasons, we do not typically clean inside china cabinets or wet bar shelves.
Lastly, ensure that your home or office has access to both hot water and electricity prior to our team’s arrival.
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Payment
We accept payments via credit card. A valid credit card must be on file when booking our services. We use XXX to securely process your payment details. When you confirm your booking, a hold will be placed on your credit card up to five days before the cleaning. The final charge will be processed only after the service is complete.
If you’re not fully satisfied with your cleaning, please contact us within 24 hours. We will offer a free re-clean of the areas you’re unhappy with within three days. Please note that this policy does not apply to hourly-based cleanings.
In the event of late payments, a 10% late fee will be added for each month the balance remains unpaid. Customers are also responsible for any collection costs, including reasonable attorney fees.
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Recurring Services & Cancellations
When you sign up for recurring services, you may qualify for a discounted rate. The standard rate applies to your first cleaning, after which a discount will be applied to subsequent appointments. Please note that if there are gaps between recurring services, your rate may increase to cover the extra time needed to bring your home or office back to its regular maintenance level.
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To cancel or reschedule a cleaning, please provide at least 24 hours’ notice. Failure to do so will result in a $50 cancellation fee.
Valuable Items
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If you request that we clean items in cabinets or objects of sentimental or monetary value, you must sign the following release of liability:
By requesting the cleaning of such items, you agree to release Carolina Spotless from any responsibility for damage that may occur. In the event of damage, the responsibility for repair or replacement lies solely with the client, even if the damage was caused by our cleaning team.
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Service Limitations
We have some limitations when it comes to cleaning:
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We do not use ladders taller than two steps.
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We cannot move furniture heavier than 15 lbs, but we will attempt to clean any visible areas using an extension duster.
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We do not clean areas that may be considered biohazards, such as unemptied litter boxes or areas with human or animal waste.
To optimize your cleaning, it’s helpful if your space is tidy. We can assist with light straightening, but if surfaces are too cluttered, we will clean around the items and let you know.
Entry to the Property
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Client Present:
You may be present during the scheduled window to allow the cleaning team to enter and exit. If no one is home when our team arrives, a $50 cancellation fee will apply.
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Unattended Access:
If you choose to leave a door unlocked or place a key in an unsecured location, you release Carolina Spotless from any liability regarding damages that may occur before or after the cleaning team enters or exits the property. You assume full responsibility for any damages that may arise.
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Alarm Systems
If your property has an alarm system, you can provide us with a code to deactivate the system instead of disarming it yourself. Carolina Spotless is not responsible for any issues related to security alarms. Please provide clear instructions on how to deactivate or reactivate the system.
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Third-Party Access:
Alternatively, you can leave a key with a concierge or trusted individual to grant access to the cleaning team. If we are unable to access the property, a $50 cancellation fee will be charged.
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Price Adjustments
Carolina Spotless reserves the right to adjust pricing at any time.
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Types of Cleaning
Our pricing is based on the size of your home or office, the number of bedrooms and bathrooms, and any additional services you select.
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For more specialized requests, we offer hourly cleaning on a case-by-case basis, with a minimum of two man-hours (e.g., two cleaners for one hour or one cleaner for two hours). The final cost for hourly cleanings depends on the specific tasks requested and the condition of the space.
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Please note, for hourly cleanings, we cannot guarantee the exact scope or outcome of the service, as it will depend on the needs of the area.
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Digital Media & Privacy
We value your privacy. From time to time, we may take before-and-after photos of the cleaned areas for internal quality reviews and promotional use. These photos will focus only on the cleaned spaces and will not include personal belongings or people. By booking our services, you consent to the use of these images in marketing materials across platforms such as our website, social media, Yelp, Google, and other review sites. If you prefer no photos to be taken, please let us know when scheduling your cleaning.
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Communication
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We use phone, email, and SMS to keep you informed about your bookings, including service reminders, booking confirmations, and follow-up communications. You may opt-out of certain communication methods, but please note that having a reliable channel of contact is necessary to ensure the best possible service.
Tipping
While tipping is not required, it is greatly appreciated. If you’re pleased with your service, a tip of 10-15% is customary. You can leave the tip in a marked location, hand it directly to the cleaner, or request that it be added to your payment by contacting us at spotless@carolinaspotless.com or (803) 303-6864.
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Health & Safety
For health and safety reasons, we are unable to clean mold, pest infestations, or bodily fluids. If we encounter these issues, we will skip the affected areas and adjust the service fee accordingly. Please notify us in advance if any of these conditions exist in your space.