Residential and Commercial Cleaning Service Agreement and Policies
To prevent misunderstandings or miscommunications, the following Terms of Service apply when hiring Carvalho’s Cleaning:
1. All Clients (Residential and Commercial):
1.1 All clients, regardless of type, must read and understand these Terms of Service. They are legally binding for all our clients.
1.2 Carvalho’s Cleaning provides interior and exterior cleaning and organizing services only. For large amounts of clutter, items, and trash removal, we require a trash-out cleaning service, which is billed differently from our regular cleaning services.
1.3 Both the client and Carvalho’s Cleaning, including our employees or Independent Contractors, are responsible for clear communication and careful handling of clients’ belongings and property. All incidents, regardless of size, should be reported immediately.
1.4 Carvalho’s Cleaning guarantees client satisfaction. We typically charge by job. While we do not offer refunds on services that have been provided, we will return and re-clean any areas of concern reported to us within 24 hours of your cleaning. When a concern is reported, we will schedule a visit to address any issues. If you contact us within 24 hours, we will arrange to come out within the next 7 days to resolve the matter. Please note that if you do not allow us to remedy the issue, you forfeit your right to a remedy.
1.5 Carvalho’s Cleaning reserves the right not to clean any home based on common-sense policies that protect everyone, such as maintaining a safe working environment, and addressing the presence or suspicion of bugs or rodents.
1.6 All content on Carvalho’s Cleaning website, blog, Facebook page, Instagram profile, or any other company- managed site or social media page is the responsibility and ownership of Adriane and Marcello Carvalho, owners of Carvalho’s Cleaning.
1.7 The laws of the State of Florida govern the responsibilities of both parties (Carvalho’s Cleaning and its clients) in any matter of contention. Carvalho’s Cleaning reserves the right to pursue legal action if necessary to retrieve payment, which will be conducted in Broward or Palm Beach County, where Carvalho’s Cleaning operates.
2. Initial Home Cleanings:
2.1 All first-time cleanings require a deposit to secure your spot on the schedule. This deposit is applied to the total cost of your service.
2.2 New clients must have an initial cleaning completed before maintenance cleanings can begin. Initial cleanings are followed by maintenance cleanings on a weekly, biweekly, or monthly basis.
2.3 Initial house cleanings may take more time than usual, and the pricing will differ from maintenance cleanings.
3. Maintenance Cleanings (Weekly, Biweekly, Monthly):
3.1 The rate for cleaning your home depends on its square footage and how often cleaning is needed, as well as how the home is used (e.g., pets, children). There is no fixed pricing formula, as every home is unique.
3.2 For insurance reasons, we are unable to move furniture or climb higher than a 2-step ladder. This does not apply to professional window cleaning or pressure washing services.
3.3 While we strive to make everything look as new as possible, some damage or cleaning issues may require multiple cleanings to address fully. We reserve the right to skip extremely cluttered areas to avoid damage or injury.
4. Our Security Policy:
4.1 We need to work freely and without distractions. If our work is impacted by distractions that affect our normal work pace, we reserve the right to charge for extra time spent.
4.2 Staff should not be exposed to uncomfortable working conditions, such as a lack of air conditioning. Cleaners have the right to adjust the AC for comfortable working conditions and will return it to your settings before leaving.
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.
4.4 If an employee feels their personal safety is threatened, the customer will remain liable for the full cost of the job. All dogs must be crated to allow us to enter your property. Please note: we limit our liability for damage to the cost of your cleaning and assume no liability for items not properly secured or already damaged before cleaning. For example, heavy pictures hanging from thumbtacks or floating shelves. Valuable items should be stored in a case or cleaned by the owner. All surfaces are assumed to be properly sealed and safe for cleaning. Blinds must be wide, wood, or faux wood for hand cleaning. Excessive buildup may require a professional blind cleaning service. We are not responsible for broken blinds resulting from our cleaning.
5. Special Requests:
5.1 While we accommodate special requests, please contact us in advance to ensure our cleaning team can accommodate your needs without affecting other clients’ schedules.
6. Communication:
6.1 Please reach out to our office via call, text, or email if there are any changes or concerns regarding your cleaning. We welcome feedback and use it to improve our services.
7. Delays:
7.1 Due to potential issues like traffic, rescheduling, or extra cleaning time, our staff may arrive up to 1 hour early or late. We will notify you of any changes to your appointment time during the day.
8. Cancellation:
8.1 Clients have a designated spot on the calendar. Please notify us as soon as possible of any changes. We have a 24-hour cancellation policy. Last-minute cancellations affect our scheduling and will be charged in full. Deposits made after accepting a quote are non-refundable once the job is scheduled.
8.2 Cancellations must be made through the office by calling or texting (954) 234-1788 or emailing contact@carvalhoscleaning.com. Deposits are non-refundable if you cancel after scheduling. Deposits are refundable if we cannot accommodate your initial desired dates.
8.3 Lockouts are considered cancellations. If we cannot access your home or office, we will wait no more than 15 minutes and will make every attempt to contact you. Payment must be made in full before scheduling any further work. Cancellations must be made through the office.
9. Payment Terms:
9.1 Residential cleaning payment is expected in full on the day of the cleaning, with no exceptions.
9.2 We do not accept personal checks. Invoices are sent by email and can be paid online by credit card, debit card, or apps like Zelle, Venmo, or PayPal. Payment is due at the time of service unless arranged otherwise.
9.3 For estimates above $500.00, we require a 50% payment before the cleaning and the remainder upon completion, verified by both our staff and the client.
9.4 If a credit card payment is declined, we will contact the client for corrected information. No extra fees are charged if paid within 24 hours.
9.5 For commercial clients, all monthly payments are due before cleaning is carried out, by the 1st of each month. Most commercial clients pay by credit card. If you prefer to pay by check, send it to our office. A $30.00 fee will be assessed for returned checks, and a $15.00 fee for bank transfers.
9.6 Any bank fees charged to Carvalho’s Cleaning for returned checks will be the client’s responsibility. Full reimbursement, including original amount and bank charges, is expected within 5 days. After 5 days, a $25 per day late fee applies. After 30 days, we will file a complaint with the small claims court of Broward or Palm Beach County.
9.7 Late Payment Notice: Payment must be received before services are rendered. A $50 late fee per day applies starting on the 8th day overdue. This fee continues daily until payment is received.
10. Scheduling:
10.1 Scheduling is based on your geographical location. A deposit is required to start scheduling and will be applied to your cleaning unless cancelled within 24 hours.
10.2 You will receive an email reminder the day before your appointment. Arrival times are approximate and may vary due to factors such as cancellations, traffic, or sick staff. We will notify you of any changes.
10.3 We aim to deliver your service in a timely manner between 8:00 am and 6:00 pm. Your cleaning may occasionally occur in the morning, even if scheduled for the afternoon. For a more accurate arrival time, call our business cell number (954) 234-1788 after 8:00 am on the day of cleaning.
11. Health Matters:
11.1 Notify our office by 7:00 am if anyone in your household is sick or has a contagious illness. We will take precautions or reschedule as needed. We do not clean up after pets for health reasons.
12. Supply Terms:
12.1 We provide all necessary equipment and supplies for our jobs. For special products or unusual supplies (e.g., wax for laminated floors), please provide them on the day of cleaning or be billed additionally. Additional service requests not included in your selected cleaning package will also incur extra charges unless noted on your service proposal.
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 falls on these days, we will reschedule. Weekly clients have priority for rescheduled dates, followed by bi-weekly, then monthly clients. Notify our office if you will be out of town during a holiday week to avoid cancellation or lockout fees.
14. Non-Solicitation Agreement:
14.1 By agreeing to services with Carvalho’s Cleaning, you agree not to solicit any staff member for home- related services. If you solicit our staff, a referral/training fee of $2,500 is payable immediately, and the employee will be terminated from our employment, as it constitutes a breach of their non-solicitation agreement.
14.2 No representation or warranty, expressed or implied, made by any individual employed by Carvalho’s Cleaning, except for the company owners, Adriane Carvalho & Marcello Carvalho, will be considered binding upon Carvalho’s Cleaning unless explicitly stated herein.
15. Miscellaneous:
15.1 Carvalho’s Cleaning employees are not permitted to remove any item(s) from a client’s home without prior written authorization for our office records. This policy is in place to protect both our clients and our staff. Example: If you wish to give an item (such as a lamp) to one of our cleaning staff, please provide a signed and dated note to our office indicating your intention. This prevents misunderstandings and ensures our employees are not subject to reprimand or termination.
15.2 Carvalho’s Cleaning reserves the right to re-evaluate rates and amend the Service Agreement or policies at any time. We may modify these Terms and Conditions, including our Privacy Policy, at our sole discretion, with or without notice to the Client. Such modifications will take effect immediately. Your continued use of our Services after any modification constitutes acceptance of the revised Terms.
Carvalho’s Cleaning reserves the right to modify these Terms and Conditions, including our Privacy Policy, with or without notice.
Thank you for choosing Carvalho’s Cleaning! We appreciate your business and look forward to serving you.