Carina’s Cleaning Services – Terms & Conditions

Last Updated: 2025

By booking services with Carina’s Cleaning Services (“Company,” “we,” “us”), you acknowledge and agree to the following Terms & Conditions.

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1. Office & Communication Hours

Our office and customer communication hours are:

• Monday–Friday: 7:00 AM – 5:00 PM

• Saturday: 8:00 AM – 3:00 PM

• Sunday: Closed

These hours apply only to administrative support, including scheduling, billing, and client communication.

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Cleaning services may be scheduled outside of office hours based on availability and job requirements. Messages received outside office hours will be addressed on the next business day.

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2. Booking & Scheduling

• Same-day service requests must be booked and confirmed by 12:00 PM.

• Requests submitted after this time will be scheduled for the next available business day.

• Cancellations or rescheduling require a minimum of 24 hours’ notice.

• Cancellations made with less than 24 hours’ notice will result in full service charges.

• Clients must ensure property access at the scheduled time.
  If cleaners are unable to access the property due to lockouts, missing keys, incorrect entry codes, or access issues, the service will be considered completed and full payment will apply.

• Parking must be available. Any paid parking or access fees will be added to the invoice.

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3. Pricing & Payments

• Pricing is based on property size, condition, and service type.

• Clear photos are required for accurate pricing.

• Payment is due in full to secure and complete services unless otherwise agreed in writing.

• Repeated late payments may require a deposit of up to 40% for future bookings.

• We reserve the right to pursue collection or apply late fees where permitted by law.

• Final pricing may be adjusted if the property condition differs significantly from what was disclosed or shown in submitted photos.

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4. No Refund Policy

• All sales are final. No refunds are issued under any circumstance.

• Any concerns must be communicated while the cleaner is still on-site.

• Once the cleaner leaves the property, the service is considered completed and accepted.

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5. Independent Contractors

• Cleaning services are performed by vetted independent contractors, not employees of Carina’s Cleaning Services.

• The Company coordinates scheduling, quality standards, and client communication.

• Direct agreements, payments, or arrangements between clients and cleaners outside of our system are not permitted.

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6. Supplies & Equipment

• Standard cleaning supplies and equipment are provided unless otherwise stated.

• If a client requests the use of their own supplies or equipment:

  • Items must be safe, functional, and require no specialized training.

  • We are not liable for issues arising from client-provided products or equipment.

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7. Cleaning Priorities

• Clients are encouraged to provide a priority checklist.

• Cleaners will follow the checklist within the scheduled time frame.

• Requests exceeding the original scope may result in additional charges or rescheduling.

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8. Job Confirmation & Communication

• Clients will receive confirmation messages on the day of service.

• Clients must respond no later than 1 hour before the scheduled start time to confirm access or changes.

• Failure to respond may result in cancellation without refund.

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9. Property Condition & Liability

• We are not responsible for damage caused by:

  • Fragile, faulty, or improperly installed items

  • Normal wear and tear

• All surfaces are assumed to be sealed and safe to clean.

• If a property’s condition exceeds normal cleaning standards (including excessive clutter, biohazards, or unsafe conditions), we reserve the right to:

  • Adjust pricing

  • Reschedule service

  • Decline service

Photos may be requested and shared with the client for review.

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10. Service Concerns & Resolution

 Carina’s Cleaning Services does not offer automatic refunds. However, partial or full refunds may be considered under limited circumstances and at the Company’s discretion.

To be eligible for review, all of the following conditions must be met:

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Any concerns must be addressed with the cleaner before they leave the property.

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Concerns must also be reported to Carina’s Cleaning Services within 24 hours of service completion.

The client must provide clear, accurate photos and a written explanation identifying:

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• The specific areas of concern​

• What was missed or unsatisfactory

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Any relevant interaction or issue during the service

Claims submitted after 24 hours, or without sufficient documentation, will not be considered.

If a concern is validated, Carina’s Cleaning Services may, at its discretion:

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• Offer a partial refund, or

• Offer a full refund in rare cases where a service failure is confirmed

Refunds are not guaranteed and are evaluated on a case-by-case basis.

Once the cleaner leaves the property and no issue has been reported, the service is considered completed and accepted.

11. Client Conduct

• Clients must treat cleaners with respect and professionalism.

• Harassment, unsafe conditions, or inappropriate behavior will result in immediate termination of services without refund.

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12. Pets

• Pets must be secured during service.

• Cleaners are not responsible for managing or handling pets.

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13. Quotes & Estimates

• All quotes are valid for 7 days from the date issued.

• Quotes are estimates only and subject to adjustment based on actual conditions upon arrival.

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14. Weather & Uncontrollable Events

Carina’s Cleaning Services is not responsible for delays or cancellations due to severe weather, natural disasters, power outages, road closures, or other events beyond our control. Services may be rescheduled without penalty in these situations.

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15. Right to Refuse Service

We reserve the right to refuse or discontinue service for misrepresentation of property condition, unsafe environments, biohazards, or any situation that poses a risk to cleaners or property.

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16. Communication Policy

All communication must go through Carina’s Cleaning Services.
Direct communication between clients and cleaners outside of our system is not supported or permitted.

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Agreement

By booking a service, you confirm that you have read, understood, and agreed to these Terms & Conditions.