Cleaning Services Terms & Policies

Thank you for choosing Neathouse CT Cleaning Services. Our goal is to provide professional, reliable, and high-quality cleaning services while maintaining clear expectations for our clients and protecting the safety of our employees.

By booking, confirming, or allowing Neathouse CT Cleaning Services to perform services at your property, you acknowledge and agree to the applicable terms and policies below.

All estimates are based on the information provided by the client, including the size and condition of the property, number of rooms and bathrooms, requested services, photographs provided, and/or information obtained during a walkthrough.

Estimates provided by telephone, text, email, photographs, or online are estimates only and are not guaranteed final prices.

Upon arrival, our team may evaluate the property before beginning work. If the actual condition of the property or amount of work required is materially different from what was represented when the estimate was prepared, Neathouse CT reserves the right to adjust the price.

Examples may include excessive dirt or buildup, excessive clutter, additional rooms or areas, pet hair, unusually heavy kitchen or bathroom buildup, post-construction debris, additional requested services, or a property requiring substantially more labor than reasonably anticipated.

Any material price adjustment will be communicated to the client before the additional work is performed. The client must approve the adjustment and any required additional payment before that work begins.

If the client declines the revised scope or price, Neathouse CT may perform only the originally agreed scope where reasonably possible or decline/cancel the service.

Unless otherwise agreed to in writing, full payment must be received no later than 48 hours before the scheduled appointment to maintain the reservation.

Failure to make the required payment by the deadline may result in the appointment being released or cancelled.

Certain services, including move-out cleanings, one-time cleanings, deep cleanings, post-construction services, and other high-labor services, may require payment in full before work begins.

Accepted payment methods may include Zelle, Cash App, Venmo, check, cash, and credit/debit card where available.

Card payments are subject to a 3% processing fee where permitted by applicable law and disclosed before payment.

Returned checks, reversed payments, disputed payments, or unpaid balances may result in suspension of future services.

We reserve a specific time and cleaning team for each client.

Clients must provide at least 24 hours' notice to cancel or reschedule an appointment.

For cancellations or rescheduling requests made with less than 24 hours' notice, up to $75 of the amount paid may be retained as a late-cancellation fee, subject to applicable law.

The same policy may apply to:

• Same-day cancellations;
• Failure to provide access to the property;
• Lockouts;
• Incorrect keys or access codes;
• A client or occupant preventing our team from beginning the scheduled service; or
• Unsafe conditions that prevent the team from reasonably performing the work.

Any amount paid above an applicable cancellation fee will be handled according to the circumstances of the booking and applicable law.

We understand that emergencies happen. Management may waive or modify a cancellation fee at its discretion when appropriate.

Arrival times are generally provided as an estimated arrival window, not an exact guaranteed time unless expressly stated otherwise.

Cleaning appointments can vary in duration due to traffic, property conditions, previous appointments, staffing, weather, and other circumstances outside our reasonable control.

We will make reasonable efforts to communicate significant delays.

Clients are responsible for ensuring that our team can safely access the property at the scheduled time.

Keys, lockbox combinations, entry codes, gate instructions, parking instructions, alarm information, or other necessary access information should be provided before the appointment.

Neathouse CT is not responsible for service delays or inability to complete work caused by inaccessible premises.

To allow our cleaners to concentrate on cleaning rather than organizing, clients should remove excessive clutter, clothing, toys, paperwork, and personal belongings from areas scheduled to be cleaned.

For interior refrigerator cleaning, the refrigerator should be emptied before our arrival unless another arrangement has been made.

For move-out cleaning, personal belongings should be removed from the property, including items inside cabinets and drawers, unless otherwise agreed.

Excessive clutter that materially interferes with cleaning may result in certain areas being skipped, additional charges, additional time, or rescheduling.

The property must have functioning electricity and running water when required for the scheduled service. Reasonable heating or cooling should also be available during extreme weather.

Neathouse CT may stop or refuse service if conditions present an unreasonable health or safety risk to our employees.

This may include aggressive animals, exposed needles, human or animal waste, dangerous chemicals, severe pest or rodent contamination, excessive mold, illegal activity occurring on the premises, weapons creating an unsafe environment, or other hazardous conditions.

The Orchid Maids policy you referenced similarly conditions service on a safe work environment and excludes several biohazard situations. Orchid Maids

Neathouse CT provides cleaning services, not biohazard remediation, hazardous-waste removal, pest remediation, or mold remediation.

Our employees may refuse to clean or handle materials such as human waste, excessive animal waste, bodily fluids presenting a health risk, used medical supplies or needles, significant rodent droppings, hazardous chemicals, or other potentially infectious or dangerous substances.

We also cannot guarantee the removal of mold, mildew, permanent stains, mineral deposits, discoloration, damaged grout, rust, or other conditions that may require specialized restoration.

If previously undisclosed hazardous conditions are discovered, affected areas may be skipped or the service may be stopped.

We are happy to work in homes with pets.

However, clients are responsible for safely securing any pet that could interfere with cleaning, escape from the property, or present a risk to our employees.

Neathouse CT is not responsible for an unsecured pet escaping when employees enter or leave the property, except to the extent responsibility cannot legally be excluded.

For employee safety and to reduce the risk of property damage, our team generally does not move heavy furniture or large appliances.

We will clean accessible areas around these items.

If a client wants an area underneath a heavy item cleaned, the client should arrange to have the item safely moved before our arrival.

Our cleaners will not perform work requiring unsafe climbing or access to areas that cannot reasonably be reached with approved equipment.

Ceilings, high fixtures, tall windows, elevated shelving, and similar areas may be excluded when they cannot be safely reached.

Safety takes priority over completion of any requested task.

Standard cleaning includes placing ordinary household trash in the property's designated trash receptacle when included in the agreed scope.

Neathouse CT does not provide bulk-trash hauling or furniture disposal as part of standard cleaning.

Furniture removal, junk removal, excessive trash, construction debris, or similar services must be specifically discussed and priced separately.

Laundry and dishwashing are not automatically included in standard cleaning.

When laundry service is specifically requested and accepted, additional fees may apply.

Any laundry, linens, towels, dishes, or similar tasks must be included in the agreed service scope.

Window cleaning is limited to windows and surfaces that can be safely and reasonably accessed.

Our employees may decline exterior windows, difficult-to-access windows, high windows, or windows requiring unsafe ladder use.

Clients may be required to remove window screens before service. Neathouse CT is not responsible for removing or reinstalling fragile, damaged, or difficult-to-remove screens unless specifically agreed.

We train our employees to work carefully around client property.

Clients should notify us before service of fragile, valuable, unstable, damaged, improperly installed, or irreplaceable items.

We recommend securing jewelry, cash, important documents, medication, firearms, collectibles, and other high-value or sensitive property before the cleaning appointment.

Normal deterioration, loose fixtures, previously damaged surfaces, unstable furniture, aged finishes, improperly installed items, and ordinary wear may become apparent during cleaning. Neathouse CT cannot accept responsibility for pre-existing damage or deterioration.

If our team causes damage, please notify management promptly so the circumstances can be reviewed.

Our team will make reasonable professional efforts to clean the agreed areas. However, cleaning is not restoration.

We cannot guarantee complete removal of every stain, discoloration, hard-water deposit, rust mark, grout discoloration, adhesive, paint, permanent odor, mold staining, or damage caused by age, wear, neglect, pets, smoke, construction, or previous cleaning products.

Neathouse CT Cleaning Services provides a 24-hour satisfaction guarantee for services included in the agreed cleaning scope.

If you believe an agreed area or task was missed, please notify us within 24 hours after completion of the service, preferably with photographs.

When appropriate, we will arrange to return and correct the missed area at no additional cleaning charge.

The guarantee applies to correction of work that was included but missed. It does not provide a cash refund, free additional services, or cleaning of areas that were not part of the original scope.

Requests submitted more than 24 hours after completion may be treated as a new service request.

Whenever possible, clients are encouraged to perform a walkthrough after the cleaning.

For move-out, deep cleaning, post-construction, or other extensive services, we strongly recommend that the client or authorized representative inspect the property promptly after completion.

If a landlord, property manager, realtor, or third party has a specific cleaning checklist, it should be provided before the appointment so that we can determine whether those requirements are included in the quoted service.

Neathouse CT does not guarantee the return of a rental security deposit or acceptance of the cleaning by a landlord, buyer, realtor, inspector, or other third party.

Tasks outside the original scope are not automatically included simply because our team is already at the property.

Additional requests may result in additional labor charges and may be performed only if the team's schedule allows.

Any additional charge will be communicated for approval before the additional work is performed.

Recurring-service pricing is based on the agreed frequency of service and the expected condition of the property between appointments.

If recurring appointments are repeatedly skipped, postponed, or cancelled, or if the frequency changes substantially, Neathouse CT may reassess the rate because additional time may be required to restore the property to its normal maintenance condition.

Recurring services may be discontinued by either party, subject to any outstanding payment obligations and applicable cancellation requirements.

Neathouse CT may photograph specific areas when reasonably necessary to document pre-existing damage, unusual property conditions, completed work, safety concerns, or a customer complaint.

Client privacy will be respected. Photos identifying a client's home or personal property will not be used for public marketing without appropriate permission.

For severe weather, unsafe road conditions, power outages, emergencies, employee illness, government restrictions, or other circumstances beyond reasonable control, Neathouse CT may need to delay or reschedule an appointment.

When this occurs, we will make reasonable efforts to contact the client and reschedule the service.

Neathouse CT is committed to maintaining a professional and respectful environment for clients and employees.

We reserve the right to refuse or discontinue service where our employees experience harassment, threats, discrimination, sexual harassment, aggressive conduct, unsafe behavior, or other circumstances that reasonably compromise their safety or dignity.

Clients are responsible for providing accurate telephone numbers, email addresses, service addresses, and access information.

Appointment confirmations, invoices, payment reminders, schedule changes, and other service communications may be sent electronically.

Neathouse CT may update these Terms & Policies periodically. The version applicable to a particular booking will be the version communicated or made available in connection with that booking, subject to applicable law.

Questions, cancellations, rescheduling requests, or concerns regarding your cleaning service should be directed to:

Neathouse CT Cleaning Services
Phone: (860) 938-7096
Email: neathousect@gmail.com
Website: neathousect.com

By booking and confirming cleaning services with Neathouse CT Cleaning Services, the customer acknowledges that they have received, reviewed, and agree to the applicable Cleaning Services Terms & Policies, including the payment, cancellation, pricing, access, safety, and 24-hour satisfaction policies.