Effective Date: Upon receipt of booking confirmation

These Terms & Conditions ("Terms") govern all cleaning services provided by Elevated Cleaners LLC ("Company," "we," "us," or "our"). They are written to clearly explain how our services work, what clients can expect from us, and what we need from clients in return.

By scheduling services by phone, receiving a booking confirmation via text message or email, allowing cleaners to enter the property, or permitting services to begin, the client ("Client," "you") agrees to these Terms.

1. Booking & Acceptance of Terms

All services are booked by phone. These Terms become effective once a booking confirmation is sent via SMS and/or email. Allowing service to proceed constitutes acceptance of these Terms.

These Terms apply to all cleaning services, including but not limited to standard cleaning, deep cleaning, move-in/move-out cleaning, recurring services, and one-time services.

2. Scope of Cleaning Services

Cleaning services are performed in accordance with the service-specific checklist corresponding to the type of cleaning booked (Standard Cleaning Checklist, Deep Cleaning Checklist, or Move-In/Move-Out Checklist).

These checklists are provided to the Client via email at the time of booking confirmation and define the scope of work included in the service.

Pricing and time estimates are based on the information provided by the Client regarding the size, layout, condition of the property, and requested service type.

If the property is significantly dirtier, more cluttered, larger, or requires substantially more time than described, we may:

- Communicate a recommended price adjustment prior to continuing service, or

- Adjust the scope of work to fit the original estimate, or

- Decline or discontinue service if conditions are not reasonable or safe

Our goal is to be transparent, fair, and communicative in all situations.

3. Services We Do Not Provide

For safety and quality reasons, Elevated Cleaners LLC does not provide the following services:

- Bed bug, insect, or pest remediation

- Mold, biohazard, bodily fluid, or odor remediation

- Cleaning inside dishwashers or washing machines

- Carpet steam cleaning, floor waxing, buffing, or polishing

- Garage, patio, or exterior cleaning

- High or hard-to-reach areas requiring ladders or step stools

- Cleaning or wet wiping of light bulbs, chandeliers, or fragile lighting fixtures

If any excluded condition is discovered during service, work may be paused or discontinued, and next steps will be discussed with the Client.

4. Access to the Property & Safety

Clients are responsible for providing safe and timely access to the property during the scheduled service window.

To allow for traffic conditions, prior appointments, and efficient route planning, all cleanings are scheduled within a one (1) hour arrival window rather than a guaranteed arrival time. Our cleaning team may arrive at any point within this window. The arrival window does not affect the total length or quality of the cleaning service.

If our team is unable to access the property due to lockouts, incorrect entry instructions, or lack of response, the appointment may be treated as a same-day cancellation or reschedule.

Clients agree to provide a safe working environment. Elevated Cleaners LLC reserves the right to refuse, pause, or discontinue service if unsafe or hazardous conditions are present, including but not limited to excessive clutter, hoarding, construction debris, aggressive pets, strong odors, or unsanitary conditions.

5. Pets & Supplies

Pets must be secured and non-aggressive during service.

Cleaning professionals provide their own cleaning supplies and equipment unless otherwise agreed in writing.

6. Pricing, Estimates & Payment

All prices provided are estimates, not guarantees, and are based on the information supplied at the time of booking.

A valid credit or debit card must be kept on file. A temporary authorization hold for the estimated service amount may be placed up to 24 hours prior to service. The final charge is processed upon completion of the cleaning.

If additional time or effort is required due to undisclosed conditions, excessive dirt, clutter, or additional requests, pricing may be adjusted with Client approval or the scope of work may be modified.

Failure to remit payment may result in charges to the card on file, refusal of future services, or collection efforts.

7. Cancellation & Re-Schedule Policy

Cancellations

- Free cancellation with more than 48 hours’ notice

- Cancellations within 48 hours incur a $50 cancellation fee

- Same-day cancellations incur a $100 cancellation fee

Re-Schedules

- Free re-schedule with more than 24 hours’ notice

- Re-schedules within 24 hours incur a $25 fee

- Same-day re-schedules incur a $50 fee

Fee waivers, if any, are granted at the sole discretion of Elevated Cleaners LLC.

By booking services and providing a payment method, you authorize Elevated Cleaners LLC to charge applicable cancellation or reschedule fees in accordance with this policy.

8. Damage, Breakage & Claims

Any concerns regarding damage must be reported within 48 hours of service completion and supported with clear photographic evidence.

Elevated Cleaners LLC is not responsible for pre-existing damage, normal wear and tear, improperly installed items, unstable fixtures, fragile items, or items not disclosed prior to service.

Our total liability for any approved claim is limited to the amount paid for the cleaning service.

9. Re-Clean & Refund Policy

If the Client is not satisfied with the cleaning, Elevated Cleaners LLC offers a free re-clean of the affected areas when reported within 72 hours of service completion.

Re-cleans are intended to address quality-related concerns and are the primary remedy. Refunds are not guaranteed and may be issued at the discretion of Elevated Cleaners LLC.

10. Chargebacks

Clients agree to contact Elevated Cleaners LLC directly to attempt resolution prior to initiating a chargeback. Unauthorized or premature chargebacks may result in refusal of future services.

11. Independent Contractors

Cleaning services are performed by independent contractors and not employees of Elevated Cleaners LLC. Contractors control how services are performed.

To the extent permitted by law, Elevated Cleaners LLC is not responsible for injuries sustained by independent contractors while performing services.

12. Communications & SMS Notifications

By booking services, Clients may receive appointment confirmations, reminders, and service-related messages via SMS or email. Message and data rates may apply.

Clients may opt out of SMS communications at any time by replying "STOP." Reply "HELP" for assistance. Email and SMS communications constitute valid written notice.

13. Governing Law, Venue & Legal Provisions

These Terms are governed by the laws of the State of North Carolina. Any legal action related to these Terms shall be brought exclusively within North Carolina.

If any provision of these Terms is found unenforceable, the remaining provisions shall remain in full force and effect.

These Terms constitute the entire agreement between the Client and Elevated Cleaners LLC and supersede all prior discussions or understandings. Any modifications must be made in writing by Elevated Cleaners LLC.

For privacy-related inquiries, please refer to our privacy policy: theelevatedcleaners.com/privacy-policy