Our Policy

PLEASE TAKE A TIME TO READ ALL OUR TERMS BELOW BEFORE CONFIRM YOUR CLEANING

Residential and Commercial Cleaning Service Agreement and Policies
In order to prevent misunderstanding or miscommunication, the following is the Terms of Service that apply
when hiring Carvalho’s Cleaning:

1. All clients (Residential and Commercial):

1.1 All clients, regardless of type, should read and understand these Terms of Service. These apply and are
legally binding to all our clients.
1.2 Carvalho’s Cleaning provides interior and exterior cleaning and organizing services only. We service
residential and commercial facilities. Only when hired to do a trash-out cleaning will we remove large
amounts of clutter, items, and trash to a client-provided dumpster container. Those trash-out cleaning
services are at a different rate than our typical cleaning services.
1.3 Both the client and Carvalho’s Cleaning and our employees or Independent Contractors are
responsible for clear communication and being responsible with the clients’ belongings and property.
All incidents big or small are to be reported immediately.
1.4 Carvalho’s Cleaning guarantees client satisfaction. We typically charge by job to perform cleaning
services. If we miss something minor, we will come back to correct it for no charge. This guarantee is
for 24 hours – you must call and allow us back into the location to correct within 24 hours of the original
cleaning.
1.5 Carvalho’s Cleaning reserves the right not to clean any home based on common-sense policies that
protect everyone like a safe working environment, presence or suspicion of bugs of any sort, and the
presence or suspicion of rodents of any kind.
1.6 Any wording, image, or other content found on Carvalho’s Cleaning website, blog, Facebook page,
Instagram profile, or any other company-managed website or social media page are the sole
responsibility and ownership of and by Adriane and Marcello Carvalho, owners of Carvalho’s Cleaning.
1.7 The laws of the State of Florida dictate, determine, and describe the responsibilities of both parties
(Carvalho’s Cleaning and its client) in any matter of contention. Carvalho’s Cleaning reserves the right
to bring about court action if necessary, to retrieve payment. This will be done in Broward or Palm
Beach County where Carvalho’s Cleaning operates.

2. Initial Home Cleanings:

2.1 All first time cleans will require a deposit to hold your spot on the schedule, the deposit goes towards
the total cost of your service.
2.2 All new clients must have an initial cleaning completed before maintenance cleanings will begin. All
first initial cleans will be followed by maintenance: weekly, biweekly, or monthly basis.
2.3 First-time house cleanings we will spend more time than usual, and the price will be different than
maintenance cleanings.


3. Maintenance Cleanings: (Weekly, Biweekly, Monthly cleanings):

3.1 The rate to clean your home will depend on the square footage of your home and how often you need
cleaning. The rate is also determined by how your home is lived in every week (animals, children, etc.). There is
no certain equation we use to price your home, as every home is unique.
3.2 Due to insurance purposes we are unable to move furniture, or climb anything higher than a 2 step
ladder, we apologize for the inconvenience. This does not apply when the client hired Carvalho’s
Cleaning for professional window cleaning or Pressure washing.
3.3 Although we are professionals, we are not miracle workers. Sometimes we are called in too late to
correct damage that is already done to surfaces that were not taken care of in the past. Other items may
take a couple of cleanings to look their very best (even after a deep clean). We strive in making
everything look as new as possible. In cases of extremely cluttered areas or surfaces we reserve the right
to use our discretion to skip those areas to avoid damaging items or hurting ourselves.

4. Our Security Policy:

4.1 We need to be able to work freely and without distractions. Every effort is made to work safely and
cautiously, but we cannot assume liability for the safety of others while cleaning your home. This includes
children and pets. Be advised that if we are subject to distractions that affect our ability to work in our normal
fashion or speed we reserve the right to charge for our extra time spent in the home.
4.2 We also ask that our staff not be exposed to uncomfortable working conditions such as no AC.
Cleaners have the right to turn on AC to and/or adjust to comfortable working conditions. We will adjust
it back to your settings before we leave.
4.3 For security reasons, our employees do not clean human or animal waste and body fluids including
feces, urine, blood, vomit, spinal fluid, seminal fluid, and amniotic fluid.
4.3 If for any reason an employee of Carvalho’s Cleaning feels that their personal safety is in danger
enough to leave the job site, due to actions by the customer, guests of the customers or others at the job
site, the customer will remain liable for the full cost of the job. Please note all dogs must be crated in
order for us to enter your property.
PLEASE BE ADVISED THAT WE LIMIT OUR LIABILITY FOR DAMAGE TO THE COST OF YOUR
CLEANING AND WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT
SECURED PROPERLY OR THAT WERE DAMAGED PRIOR TO OUR CLEANING. (Example: heavy
pictures hanging from thumbtacks, any type of floating shelves, etc.) Curio or nick-knack items of extreme
value, (monetary or sentimental) should be stored in a case behind glass or dusted & cleaned by the owner. All
surfaces (i.e.: Marble, Granite, hardwood floors, etc.) are assumed to be properly sealed and ready to clean
without causing harm when common cleansers are used. Blinds must be wide, wood, or faux wood for hand
cleaning. Excessive buildup may require a professional blind cleaning service. Cleaning of aluminum and/or
plastic blinds requires a professional blind cleaning service. We are not responsible for any broken blinds as a
result of our cleaning. Blind cleaning is a service we offer at $10 per blind. We will dust your blinds for free as
part of our cleaning. We do charge for hand cleaning any blinds.

5. Special Request:
5.1 We love them; however, we do ask that you call, text, or email the office in advance to assure that your
cleaning team who is responsible for cleaning several homes each working day, will be able to
accommodate your special requests without impacting our other clients’ needs for arrival times, etc.

6. Communication:

6.1 Please reach out to the office via call, text or email, if there are any changes that need to be made in
reference to your home being cleaned. Do not hesitate to let us know any concern, we want you to be
happy. We appreciate all comments regarding service and will use them to improve all aspects of
residential cleanings.

7. Delays:

7.1 Please remember, because of various problems that can happen during the day, such as traffic issues,
reschedule or cancellation of a previous customer, or delay in a house that requires extra cleaning time, our staff
can arrive up to 1 hour early or late for your appointment. We will be calling you if there is any change in your
appointment time during the day.

8. Cancellation:

8.1 Every client has a designated spot on the calendar for their services. If you have any changes, please
call/text us as soon as possible (954) 234-1788. This allows us to plan and make any adjustments
needed. With respect to our time and other clients’ schedules and requests, we have a 24-hour
cancellation policy. Last minute cancellations can cause havoc on our scheduling. You may reschedule
(based on availability, skip, add, or cancel any of your cleanings, however we do ask for a 24-hour
notice for these actions. CANCELLATIONS FOR ANY REASON HAPPENING WITH LESS THAN
A 24-HOUR NOTICE WILL BE CHARGED IN FULL. NO EXCEPTIONS. DEPOSITS MADE
AFTER EXCEPTING A QUOTE WILL NOT BE REFUNDED ONCE THE JOB IS SCHEDULED.
8.2 All cancellations must be made through the office by calling (954) 234-1788 or by email by emailing
contact@carvalhoscleaning.com. Deposits go toward the price of the cleaning and are non refundable if
the client decides to cancel. Deposits are refundable if we don’t have your initial desired dates available.
8.3 Lock outs are also considered cancellations, if we can not gain access to your home, we will make
every attempt to contact you, and wait no more than 15 minutes. Payment will have to be made in full
prior to scheduling any further work. All cancellations must be made through the office by calling (954)
234-1788.

9. Payments Terms:

9.1 Residential cleaning payment is expected in full the day of the cleaning no exceptions.
9.2 Due to past experiences, personal checks are not an accepted form of payment. Carvalho’s Cleaning
always send the invoice by email, and all clients are able to pay it online by credit card, debit card or apps like
Zelle, Venmo or PayPal. Payment is due at the time of service unless arranged otherwise.
9.2 If the cleaning estimate amount is above $500.00 we will receive 50% the payment prior to the cleaning
and the remainder when the cleaning is done and verified by both our staff and client.
9.3 If a credit card payment is declined, we will call the client to get corrected information. No extra fees
are charged if paid for within 24 hours.
9.3 For all our Commercial Clients, all monthly payments are made before cleaning is carried out. And all
payments must be made by the 1st day of each month no exception. Most of our commercial clients choose to
make monthly payments. And most of them do it by credit card. If you prefer to make the monthly payment by
check, you should send the check to our office. $30.00 fee will be assessed for all returned checks. If you prefer
to make a bank transfer, a $15.00 fee will be assessed for that.
9.4 Check payment not cleared: Any bank fees charged to Carvalho’s Cleaning will be the responsibility of
the client to reimburse the company. Full reimbursement, including the original amount and any bank charges,
is expected within 5 days. After 5 days, the client is charged a $25 per day late fee. After 30 days of
non-payment, we will file a complaint with the small claims court of Broward or Palm Beach County.
9.5 Late Payment Notice: Payment must be received before services can be rendered. No Exceptions. If for
some reason you slip through the cracks and we have to wait more than a week, you will be charged a $45 late
fee per day. Starting on the 8th day, and everyday moving forward your account will be charged $45 per day.
Please understand that unlike other industries such as retail, hair dressers, etc. we in the cleaning industry do not
have the luxury of walk in customers to supplement our schedules when a client cancels without notice. When
we schedule your cleaning service we reserve that space/time for you and you alone. Cancellations cost us
dearly and it is why we need policies in place. Carvalho’s Cleaning thank you in advance for your
understanding.
Your Satisfaction is guaranteed. While we do not offer refunds on services that have been provided, we will return & re-clean any areas of concern that are reported to us within 24 hours of your cleaning. When reported we will schedule to come out and fix any issues. If you call within 24 hours we will come out with in the next 7 days to fix any issues, if you don’t allow us back to remedy the issue you give up your right to a remedy.
Any accounts with an outstanding balance older than 30 days will be handled in one of a few ways depending on the
situation. Collections, Court or A Lien put on your property. Any/all fees Carvalho’s Cleaning incurs in pursuing any of these options , is the clients (your) responsibility.

10. Scheduling:

10.1 When scheduling we will add you to a day and estimated time frame based on your geographical
location. In order for us to start working on scheduling we require a deposit. Deposits will go towards your
cleaning unless cancelled on within 24 hours.
10.2 The day before your scheduled appointment, you will receive an email reminding you that you have
an appointment, all arrival times received via email and text are just an approximate guess. Approximate
guesses could be wrong by hours. Please understand our goal isn’t to just show up whenever. Cancelations,
traffic sick staff/kids play a role in our arrival. You will notice that we arrive every week (or whatever your
frequency is) around the same time. We will likely never be on time. You will always receive a text when en
route.
10.3 We strive to deliver your service in a timely manner. We service homes between the hours of 8:00 am
and 6:00 pm. Even if you normally have an afternoon cleaning, there may be times that we need to clean your
home in the am instead. If you need an approximate time of arrival please call our cell number (954) 234-1788
after 8:00 am the day of your cleaning for our guesstimate based on that days scheduling, and we will make
every attempt to pin our arrival time estimate down to a 1-hour window of time based on that day’s work load.
Scheduling can change at any given time, we will never bump you off the schedule, but, as our schedule fills up
your noon cleaning may get pushed up or back depending on demand of our services and your geographical
location.

11. Health Matters:

11.1 We ask that you notify our office by 7:00 am if you or anyone in your family is sick or has a
contagious illness so that we can take precautions or choose to re-schedule your job. We will also never
send one of our team members into your home if we know that they are ill. Please note that due to
health reasons we do not clean up after pets.

12.1 Supply Terms:

12.1 We provide all the appropriate equipment and supplies necessary to do our jobs. Any jobs requiring extra or unusual supplies and/ or equipment, or any special product, like wax to laminated floors or special product to marble floors, please provide it for us on the day of the cleaning, or we will be billed additionally.
Any additional service requests not included in the cleaning package that you select will also be billed for
additionally unless it is noted on your service proposal at the time of your estimate. (for example: Refrigerator
cleaning, windows, etc.).

13. Vacations and Holidays:

13.1 Carvalho’s Cleaning is closed on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day. If your regular cleaning lands on one of these days, we will reschedule you to another day. Weekly clients will have first choice of rescheduled dates, then bi-weekly, then monthly. If you will be out of town or on vacation during a holiday week, please let our office know as soon as possible to avoid a last-minute cancellation fee or lock out fee.
When entering into an agreement for services with Carvalho’s Cleaning. You agree not to solicit for hire any
staff member introduced to you by Carvalho’s Cleaning for any home-related services. If you are found to have
solicited one of our staff, please be advised that our referral/training fee is $2,500 payable to Carvalho’s
Cleaning immediately upon employing our staff for any services to your home/business. The employee will be
terminated immediately from our employment as they will also be in breach of their own non-solicitation
agreement.
No representation or warranty made by any other person working for Carvalho’s Cleaning, expressed or
implied other than the company owner – Adriane Carvalho & Marcello Carvalho, which is not specifically set
forth herein, shall be binding upon Carvalho’s Cleaning. Carvalho’s Cleaning reserves the right to re-evaluate
rates and/or change the Service Agreement &/or policies at any time.
Carvalho’s Cleaning does not allow its employees to take any item(s) of any nature from a customer’s home
without first having written permission for our office records. This is done for your protection as well as ours.
Example: If you choose to give your cleaning staff something (a lamp for example) that you no longer need
please protect them by also sending a note (dated and signed) to the office that states that you are giving them
the item to prevent our staff from receiving reprimands or being terminated. Please do not give them the item
during work hours.
We may, at any time, and at our sole discretion, modify these Terms and Conditions, including our Privacy
Policy, with or without notice to the Client. Any such modification will be effective immediately. Your
continued use of our Services following any such modification constitutes your acceptance of these modified
Terms. Thank you for choosing Carvalho’s Cleaning! We look forward to serving you.

 

here’s the why, when you choose Carvalho’s Cleaning.

No contracts. No hassle.

No matter what you need cleaned,
you can rely on us to get it done.

It’s that simple!

Request an Estimate Today