Terms Of Service

Payments & Cancellations

All payments for services must be made at the time of booking through our secure online system, which processes transactions via Stripe. Your card will be charged immediately upon completing your booking, and a confirmation will be sent to the email address provided. Prices are based on the information you provide during booking, including property size, number of rooms, and selected services. If the actual condition of the property requires more time or work than disclosed, we reserve the right to adjust the final cost accordingly.

We understand that unforeseen circumstances may occur. If you need to cancel or reschedule your appointment, we require a minimum of 24 hours’ notice before your scheduled cleaning. Cancellations made with less than 24 hours’ notice may result in a cancellation fee of up to 50% of the service price. Same-day cancellations or failure to provide property access may result in the full service fee being charged. If cleaners arrive and are unable to access the property within 20 minutes of arrival, the appointment will be considered a no-show and the full fee will apply.

Refund Policy

All payments are processed securely through Stripe at the time of booking. Charges are authorized and collected immediately to confirm your appointment slot.

Refunds are not automatically issued once a service has been completed. If you are dissatisfied with your cleaning, you must notify us within 24 hours of service completion so we can address the issue. In most cases, our remedy will be to send a cleaner back for a re-clean of the missed areas, at no additional cost.

Refunds will only be considered in exceptional circumstances and are granted at the sole discretion of management. If a refund is approved, please allow 5–10 business days for processing, depending on your bank or card issuer.

Deposits, cancellation fees, and fees for extras (such as trash bags, detergent, or add-on services) are non-refundableonce charged.

Utilities Requirement

For all Move In/Out cleanings, active utilities are required at the property, including running water, electricity, and climate control (heat or air conditioning, as seasonally appropriate). These are essential for our cleaners to perform services safely and effectively.

If utilities are not available at the time of service, cleaners will not be able to complete the job as scheduled. In such cases, the appointment will be treated as a same-day cancellation and subject to the applicable cancellation fee. It is the responsibility of the customer to ensure that utilities are active prior to the scheduled service.

Trash Policy

For all Standard and Airbnb Cleaning Services, hosts are required to provide trash bags/liners on-site. If no bags are available, a $15 trash bag fee will be applied, which is passed directly to the cleaner. Trash must be disposed of in an on-site dumpster, bin, or chute. We do not haul trash off property. If no on-site disposal option is available, trash will be left neatly bagged inside the property.

For Move In/Out Cleaning Services, cleaners will bag and remove small household trash and debris left behind. Any large or bulk trash (including furniture, mattresses, or heavy items) will not be hauled or removed. Cleaners may shift small furniture items (e.g., chairs, nightstands, small tables) to clean accessible areas, but heavy furniture and appliances will not be moved. Cleaning will be performed around these items if they remain in place.

Photos and Videos

For quality assurance and insurance purposes, our cleaners are required to take before-and-after photos or videos of each cleaning. These materials are used internally to verify work completion, address potential disputes, and support insurance or damage claims.

Customers may also grant us permission to use before-and-after photos or videos of their property for marketing purposes (such as on our website, social media, or promotional materials). Customers who provide this permission will receive a 10% discount code toward their next cleaning service. This promotional discount is offered at our discretion, and we reserve the right to modify or discontinue this program at any time without prior notice.

All marketing photos and videos are used responsibly and never in a way that discloses personal or sensitive information about the property owner or guests.

Damage and Liability Protection

Our cleaners take great care when servicing your property. However, accidents may occasionally occur. Customers are encouraged to report any issues to us within 24 hours of service completion so they can be properly addressed.

Minor Wear and Tear: We are not responsible for damage caused by normal wear and tear, pre-existing conditions, poor construction, improper installation, or the use of low-quality or fragile materials.
Valuables and Fragile Items: Customers are responsible for safely securing valuables, heirlooms, cash, jewelry, artwork, and fragile or sentimental items prior to service. Cleaners are instructed not to handle such items unnecessarily.
Furniture and Appliances: We do not move heavy furniture or appliances (e.g., beds, dressers, refrigerators, stoves, washers/dryers). Cleaning will be performed around these items unless otherwise agreed. Small furniture may be shifted as part of the service, but we are not liable for damage resulting from customer-provided instructions to move items.
Liability Limit: Our liability is limited to the cost of the service provided for the appointment in question. We are not responsible for indirect, consequential, or incidental damages.
Insurance Coverage (coming soon): Once our insurance program is active, customers may be eligible for additional protection beyond the limits listed above. Details regarding scope, coverage limits, and claims process will be provided in the updated Terms of Service.

In cases where damage or loss is verified as directly caused by our cleaners, we will work with the customer to provide an appropriate resolution, which may include repair, replacement, or reimbursement, at our discretion.

Adjustments for Misleading or Inaccurate Information

All pricing, scheduling, and service time estimates are based on the accuracy of the information provided at the time of booking. Customers are required to provide truthful and complete details about the property and the scope of work (e.g., size of property, number of bedrooms/bathrooms, condition of space, access, availability of utilities, and any special circumstances).

Additional Charges: If cleaners arrive and the property conditions differ from what was disclosed (e.g., excessive trash or clutter, heavy buildup, or unsafe conditions), Pro Prep Cleaning reserves the right to apply additional charges. For Standard Cleaning and Airbnb Turnover Cleaning, a flat $100 surcharge will be added if the property contains excessive trash or is in significantly worse condition than expected. For Move-In/Move-Out Cleaning, if the property contains excessive or bulk trash, or extreme buildup beyond a normal turnover, a flat $200 surcharge will be added. In all cases, Pro Prep Cleaning will provide photo and/or video documentation before charges are applied, ensuring full transparency.
Incomplete Services Due to Misinformation: If misinformation or missing details prevent us from completing a portion of the scheduled job, the customer remains responsible for the full cost of the original booking. Customers may not withhold payment, request a refund, or claim incomplete service in such cases.
Undisclosed Rooms/Spaces: If the property includes additional rooms or spaces not disclosed in the booking (e.g., client selected 2 bedrooms but the property has 3), and the client has not specified areas to exclude from cleaning, our team will refuse to clean the extra room(s) unless the booking is updated to reflect the correct property size. No partial cleaning of undisclosed spaces will be performed.
No Liability for Misrepresentation: We are not responsible for any inconvenience, dissatisfaction, or claims arising from a customer’s failure to disclose accurate information. Any disputes based on misinformation will be considered the customer’s responsibility, and no legal action may be taken against us in these cases.

By booking a service, customers acknowledge and agree that providing accurate information is their responsibility, and failure to do so may result in additional charges or forfeiture of services without refund.

Non-Solicitation of Employees and Contractors

Customers agree not to directly solicit, hire, or engage any ProPrep Cleaning employee or independent contractor to provide cleaning or related services outside of their engagement with ProPrep Cleaning. This restriction applies during the time you are a customer and for a period of 12 months after your last service with us.

In the event a customer breaches this provision, ProPrep Cleaning reserves the right to charge a liquidated damages fee of $2,500 per cleaner engaged in violation of this policy. This fee represents a fair estimate of the costs and damages incurred due to loss of business and recruitment expenses.

This policy is essential to protect the investment we make in recruiting, training, and retaining high-quality cleaners.

Private Policy

Privacy Policy – Introduction & Scope

This Privacy Policy applies to all interactions and bookings with ProPrep Cleaning. It explains how we collect, use, and protect your personal information when you use our website, booking platform, or cleaning services.

By booking a service, submitting information through our forms, or otherwise engaging with ProPrep Cleaning, you consent to the practices described in this Privacy Policy.

We are committed to safeguarding your privacy and ensuring that your personal data is used responsibly. Information collected through our booking system, payment processor, and customer communications is used only for the purposes of providing and improving our cleaning services, processing payments, and maintaining a reliable business relationship.

Information We Collect

When you book a service or interact with ProPrep Cleaning, we may collect the following types of information:

Personal Information: This includes your name, phone number, email address, billing address, service address, and any access instructions you provide (such as lockbox codes or building entry details).
Booking Details: Information related to the cleaning service requested, such as type of service (e.g., Airbnb, standard, move in/out), property size, frequency, and any notes or special requests you submit.
Payment Information: All payments are securely processed through Stripe, our third-party payment processor. ProPrep Cleaning does not store or have direct access to your credit or debit card details.
Communications: We may collect information when you contact us via email, phone, or our website forms, including inquiries, feedback, and service instructions.
Photos/Videos: Before-and-after photos or videos may be taken by cleaners for internal quality assurance, insurance purposes, and, with your consent, marketing use.

All information collected is limited to what is necessary to provide reliable, high-quality cleaning services.

How We Use Your Information

ProPrep Cleaning uses the information we collect only for legitimate business purposes and to provide you with the best possible service experience. Specifically, we may use your information to:

Provide and manage services: Schedule and perform cleaning services, assign cleaners, and ensure service quality.
Communicate with you: Send booking confirmations, reminders, service updates, and respond to your questions or concerns.
Process payments securely: Collect and process payments through Stripe. We never store or directly access your card details.
Improve our services: Review feedback, monitor performance, and use internal reports (including before-and-after photos) for quality assurance.
Handle insurance or claims: Document and review photos/videos of services performed in case of disputes, damage claims, or insurance purposes.
Marketing (with consent): Use before-and-after photos or videos of your property in marketing materials if you have given explicit permission, which may include a promotional discount as outlined in our Terms of Service.

We do not use your personal information for any purpose unrelated to providing and improving our cleaning services.

Sharing of Information

ProPrep Cleaning respects your privacy and does not sell or rent your personal information to third parties. We only share your information in the following limited circumstances:

Cleaners and staff: Service details (such as address, access instructions, and booking notes) may be shared with assigned cleaners so they can complete the job. Cleaners do not receive your full personal information beyond what is necessary to perform the service.
Service providers: We work with trusted third-party providers, such as BookingKoala (for scheduling and customer management) and Stripe (for payment processing). These providers may collect and process information necessary to deliver their services, but they are contractually obligated to protect your data.
Legal and safety requirements: We may disclose information if required by law, legal process, or government request, or to protect the rights, property, or safety of ProPrep Cleaning, our customers, or others.

Any sharing of information is strictly limited to what is necessary to perform services, process payments, or comply with legal obligations.

Data Retention

ProPrep Cleaning retains your personal information only for as long as necessary to provide services, comply with legal and tax obligations, resolve disputes, and enforce our agreements.

Customer records (such as name, contact information, and booking history) may be retained while you remain an active customer and for a reasonable period afterward to maintain service history.
Payment records are maintained through Stripe in compliance with financial regulations; ProPrep Cleaning does not store or have access to full card details.
Photos/videos taken for quality assurance or insurance purposes are retained only as long as needed to verify service completion, handle claims, or comply with company policies.
When information is no longer required, it is securely deleted or anonymized.

Data Security

ProPrep Cleaning takes the security of your personal information seriously. We use industry-standard measures to protect your data from unauthorized access, disclosure, alteration, or destruction.

Payment security: All payments are processed through Stripe, which uses encryption and PCI-compliant security protocols. ProPrep Cleaning does not store or directly access your card information.
Platform security: Our booking system, powered by BookingKoala, is hosted on secure servers with SSL encryption to protect the transmission of data.
Internal access: Only authorized staff and cleaners are provided with the limited information necessary to perform their duties.

While we take reasonable precautions to protect your personal information, no method of transmission over the internet or electronic storage is completely secure. Therefore, we cannot guarantee absolute security.

Customer Rights

ProPrep Cleaning respects your rights regarding your personal information. Depending on applicable laws, you may have the right to:

Access and review the personal information we hold about you.
Request corrections if your information is inaccurate or incomplete.
Request deletion of your personal information, subject to legal, tax, or business recordkeeping requirements.
Opt out of marketing communications at any time by following the unsubscribe instructions in emails or contacting us directly.
Withdraw consent for the use of your photos/videos in marketing, if previously granted, by notifying us in writing.

To exercise your rights, please contact us at [insert business email/contact form]. We will respond to requests within a reasonable timeframe, consistent with applicable law.

Changes to This Policy

ProPrep Cleaning may update this Privacy Policy from time to time to reflect changes in our practices, services, or legal obligations. Any updates will be posted on our website with the revised effective date.

If the changes are significant, we will notify customers by email or through a notice on our booking platform prior to the changes taking effect. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.

By continuing to use our services after any updates are posted, you agree to the revised Privacy Policy.