Terms & Conditions

1. Acceptance and Customer Authority

You represent that you are at least 18 years old and are the owner, lawful occupant, property manager, or authorized agent of the service location. You are responsible for the accuracy of all booking information and for obtaining any owner, landlord, building, association, guest, or occupant approvals required for our access and work. If you book for another person or property, you remain responsible for payment and compliance unless we expressly agree otherwise in writing.

2. Services, Estimates, and Scope

Services are limited to the cleaning package, rooms, condition, add-ons, priorities, and time stated in the confirmed order (the “Service Order”). Website prices and automated estimates are preliminary unless expressly marked “fixed.” Final pricing may change if the property size, condition, access, occupancy, hazards, number of rooms, requested tasks, or required labor differs materially from the information provided.

• We will request approval before performing material out-of-scope work or adding a material charge.
• If you are unavailable or decline a revised scope, we may complete only the booked scope, work within the purchased time, or cancel under Section 8.
• An estimate is not a promise that every requested task can be completed within a particular time.
• Inside appliances, interior windows, laundry, organization, heavy pet hair, exterior areas, high-access work, post-construction debris, and similar labor-intensive tasks are included only when separately listed.
• Cleaning improves appearance and sanitation but does not guarantee removal of permanent stains, mineral deposits, mold, corrosion, discoloration, odors, pests, or damage.

3. Booking and Arrival Windows

A requested date or time is not guaranteed until we issue confirmation. Arrival times are windows, not exact appointments. Traffic, weather, building access, prior jobs, emergencies, and staffing may affect arrival. We may use an individual cleaner or a team, and total labor hours are combined across assigned personnel. We may substitute trained personnel without changing the Service Order.

4. Access, Utilities, and Lockouts

You must provide safe and timely access, parking instructions, gate or elevator permissions, working water and electricity, climate control reasonably appropriate for the work, and accurate alarm instructions. Waiting time caused by Customer, building, guest, concierge, key, parking, or access issues counts toward purchased service time. If access is unavailable within 20 minutes of arrival, we may treat the appointment as a same-day cancellation and charge the full scheduled price. You are responsible for parking, toll, permit, valet, or building-access charges disclosed or reasonably incurred for the appointment.

5. Customer Responsibilities

• Secure cash, jewelry, medication, weapons, confidential material, collectibles, heirlooms, and items of unusual monetary or sentimental value.
• Identify fragile, damaged, unstable, newly installed, specialty, unsealed, or manufacturer-restricted surfaces before work begins.
• Remove excessive clutter and provide clear access to areas to be cleaned. Organization and moving contents are separate services.
• Safely contain aggressive, anxious, or escape-prone animals. We may avoid an area or leave if an animal creates risk.
• Disclose cameras and comply with applicable audio/video recording laws. Cameras may not be placed in bathrooms, changing areas, or any location where personnel reasonably expect privacy.
• Back up electronic devices and close or protect documents and work materials. We do not move items over 25 pounds or open locked containers.

6. Safety and Right to Refuse Service

We may refuse, pause, modify, or stop work without liability when conditions are unsafe, unlawful, abusive, unsanitary beyond the booked scope, or materially misrepresented. Unless expressly agreed in writing, Services exclude biohazards, bodily fluids, animal waste in unsafe quantities, active infestations, mold remediation, asbestos, hazardous chemicals, needles, weapons, illegal substances, hoarding conditions, exterior-height work, and lifting over 25 pounds. Amounts earned for work completed remain due; a cancellation fee may apply when the condition should reasonably have been disclosed.

7. Payment Authorization

You authorize Company and its payment processor to validate and store your payment method and charge it for the confirmed Service Order, approved additions, taxes, tips, cancellation or lockout charges, parking or access expenses, and other amounts expressly authorized by these Terms. We may place a temporary authorization hold before service and capture payment before, during, or immediately after service. A failed payment is immediately due. To the extent permitted by law, overdue undisputed amounts may accrue interest at the lesser of 1.0% per month or the maximum lawful rate, plus reasonable collection costs actually incurred.

8. Cancellation and Rescheduling

Unless a Service Order states a different policy, the $50 reservation deposit follows these rules:

• 24 hours or more before arrival: the deposit is refundable, or it may be transferred to a rescheduled appointment.
• Less than 24 hours before arrival: the deposit is non-refundable.
• Same-day cancellation, no-show, or lockout: the deposit is non-refundable.

The retained deposit reserves labor and compensates for scheduling loss; it is not payment for completed cleaning. Any prepaid amount above the $50 deposit will be returned when no other authorized charge applies. We may waive the deposit rule in our reasonable discretion for a documented emergency, but a waiver once does not waive future enforcement. If we cancel and cannot provide a reasonable substitute date, your exclusive remedy is a refund of prepaid, unearned amounts for that appointment. Any non-waivable statutory cancellation right controls over this section.

9. Recurring Services

Recurring pricing assumes the selected frequency and maintenance condition. Skipped or delayed visits may require a higher one-time, first-clean, or deep-clean rate. Unless a signed Service Order states a minimum term, recurring service continues appointment by appointment until canceled. Each appointment is charged to the saved payment method. You may cancel recurring service through the same method used to enroll, subject only to the appointment cancellation window in Section 8. Any automatic-renewal or minimum-term offer must be clearly disclosed at enrollment, separately accepted, and administered in compliance with applicable law.

10. Satisfaction Remedy and Refunds

Cleaning quality is partly subjective. If a booked area was materially missed, you must notify us with reasonable detail and supporting photos within 24 hours after completion and allow us a reasonable opportunity to inspect and re-clean the affected area within 48 hours. The complimentary re-clean is the primary remedy for a correctable quality issue.

• Service not performed: if Company fails to perform the appointment and no earned cancellation or access charge applies, we will refund the amount paid for that appointment.
• Materially incomplete or deficient service: we will first offer a prompt re-clean. If we cannot, refuse to, or fail to correct the verified issue, we will issue a fair partial refund based on the affected portion of the Service Order.
• Substantially no contracted service delivered: if verified and not caused by Customer, we will issue a full refund.
• Duplicate, incorrect, or unauthorized charge: after verification, we will promptly reverse or refund the improper charge.
• Change of mind or subjective dissatisfaction: no refund is due for permanent conditions, excluded work, inaccurate booking information, denied access, failure to allow a reasonable opportunity to cure, or work outside the Service Order.

No chargeback administration fee applies to a refund or credit approved under this section. Nothing in these Terms limits a non-waivable legal remedy.

11. Damage, Breakage, and Loss Claims

Report suspected damage, breakage, or loss within 48 hours after service, preserve the item and area, and provide photos, purchase information, repair estimates, and other reasonable documentation. Late notice may prevent us from investigating and may bar a claim to the extent permitted by law. We may elect to repair, replace with a comparable item, reimburse fair market value after depreciation, or submit a covered claim to our insurer. We are not responsible for ordinary wear, pre-existing damage, unstable or improperly installed items, manufacturer defects, damage concealed by dirt or clutter, or reactions involving undisclosed specialty surfaces or Customer-supplied products. Sentimental or special value is not recoverable unless expressly declared and accepted in writing before service. Theft claims require prompt notice, reasonable cooperation, and, when requested, a police report.

12. Payment Disputes and Chargebacks

Please contact us first at hello@strawberrycleaningservice.com so we can investigate and, when appropriate, re-clean, credit, or correct a billing error. This request does not waive your right to make a good-faith report of fraud, unauthorized use, or a valid billing error to your card issuer.

If Services were authorized and performed, and you initiate an unfounded chargeback, card dispute, ACH reversal, stop-payment, or similar payment reversal, the unpaid Service amount remains due. If the reversal is withdrawn by you or finally resolved in Company’s favor, then, after written notice and a seven-day opportunity to cure, you also agree—only to the extent permitted by law—to reimburse (a) the actual nonrefundable processor or card-network dispute fees, (b) reasonable third-party collection costs, and (c) a $50 payment-dispute administration charge as agreed compensation for the staff time and record preparation ordinarily required to answer the reversal. The parties intend the $50 amount as a reasonable pre-estimate of administrative loss, not a punishment. It will not apply to a good-faith dispute, an unauthorized or duplicate transaction, a verified failure to perform, a verified material quality failure that we do not cure, our material breach, or any dispute resolved in your favor. We will not recover the same loss twice.

13. Personnel and Non-Solicitation

Company invests in recruiting, screening, training, insurance, scheduling, and retaining service personnel. During service and for 12 months after the last appointment, you will not knowingly hire or engage outside Company any cleaner first introduced to you through Company without written consent. If you do, you agree to pay a $2,500 placement fee as a reasonable estimate of replacement and training cost, not as a penalty. This restriction does not apply if prohibited by law or if the individual had a documented pre-existing relationship with you before Company’s introduction.

14. Service Records and Property Photos

To document condition, scope, completion, safety issues, access, and claims, personnel may take time-stamped photos of relevant work areas before and after service. Images will be handled under our Privacy Policy and used for operations, training, insurance, payment disputes, or legal compliance. We will not use identifiable interior photos for public marketing without separate permission. You authorize retention of booking records, acceptance logs, messages, invoices, access events, and service photos as reasonably necessary to administer the agreement and establish proof of authorization and delivery.

15. Limitation of Liability

To the fullest extent permitted by law, Company is not liable for indirect, incidental, special, exemplary, punitive, or consequential damages, lost profits, lost rent, loss of use, emotional distress, or replacement-service costs. Except for liability that cannot lawfully be limited, Company’s aggregate liability arising from an appointment will not exceed the greater of five times the amount paid for that appointment or available insurance proceeds applicable to the accepted claim. These limits do not exclude liability for Company’s fraud, willful misconduct, gross negligence, or other liability that applicable law does not permit us to waive.

16. Customer Indemnity

To the extent permitted by law, you will defend and reimburse Company and its personnel for third-party claims, losses, fines, or reasonable costs caused by your material breach, unsafe property condition, undisclosed hazard, uncontrolled animal, unlawful instruction, lack of authority to grant access, or violation of another person’s rights. This duty does not apply to the extent a claim was caused by Company’s negligence or wrongful conduct.

17. Suspension and Termination

We may decline future bookings or suspend service for nonpayment, repeated late cancellation, abusive or discriminatory conduct, unsafe conditions, fraud, excessive payment disputes, policy violations, or material misrepresentation. Termination does not eliminate payment obligations or provisions intended to survive, including payment, claims, limitations, non-solicitation, dispute resolution, and record retention.

18. Events Beyond Our Control

Neither party is liable for delay or nonperformance caused by events beyond reasonable control, including hurricanes, flooding, severe weather, road closure, utility failure, epidemic, government action, labor interruption, building closure, or emergency. We may reschedule affected Services and refund prepaid, unearned amounts if performance becomes impracticable.

19. Dispute Resolution and Arbitration

Before filing a claim, each party will send a written notice describing the dispute and requested relief and allow 30 days for informal resolution. Except for an eligible small claims matter or a request for temporary injunctive relief, any unresolved dispute will be resolved by confidential, individual binding arbitration administered by the American Arbitration Association under its applicable Consumer Arbitration Rules. The arbitrator may award the same individual relief a court could award. YOU AND COMPANY WAIVE TRIAL BY JURY AND AGREE NOT TO PARTICIPATE IN A CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE ACTION. You may opt out of arbitration by emailing a signed notice to hello@strawberrycleaningservice.com within 30 days after first accepting these Terms. If the class waiver is unenforceable for a particular claim, that claim will proceed in court and the remaining claims will be arbitrated. This section requires review by Florida counsel before use.

20. Governing Law

Florida law governs without regard to conflict-of-law principles. Subject to Section 19, exclusive venue will lie in the state or federal courts serving [COUNTY OF PRINCIPAL OFFICE], Florida, and each party consents to personal jurisdiction there. Mandatory consumer protections of another jurisdiction apply when they cannot lawfully be waived.

21. Changes to These Terms

The version accepted at booking governs that appointment. We may update Terms for future bookings by posting a revised effective date and, when legally required, providing direct notice and obtaining new consent. A material change will not retroactively alter a completed Service Order or pending dispute.

22. General Terms and Contact

The Service Order, these Terms, and incorporated policies are the entire agreement and replace prior discussions about that appointment. A written Service Order controls over conflicting general language. If a provision is unenforceable, it will be narrowed to the minimum extent necessary and the remainder will continue. No waiver is continuing. You may not assign this agreement without our consent; we may assign it as part of a business transfer. Electronic records and signatures have the same effect as originals.

If a transaction legally qualifies as a Florida home solicitation sale, the separate statutory Buyer’s Right to Cancel notice and any non-waivable cancellation period will control. Do not deploy these Terms until Florida counsel confirms whether and when that notice applies to your sales process.