Last updated June 23, 2024

These terms of service for Certifiably Clean LLC describe how we deliver professional cleaning services and the parameters that govern such service. 

1. WHO: Certifiably Clean is an independent, local, family-owned-and-operated residential house cleaning company servicing Montgomery County, Chester County, and surrounding areas. Our purpose is to help people live a comfortable, more enjoyable life. Our staff are W-2 employees. We are fully bonded and insured. We carry extensive liability coverage and workman’s compensation insurance. And we pay all required payroll taxes.

2. SPECIFICATIONS: Please refer to the Cleaning Checklist to ensure you understand exactly what areas will be cleaned in your home. If what you want isn’t listed, you must discuss “special requests” with the office before service begins as there may be a price adjustment.

3. QUOTES: Prices and hours are based on your accurate description of the condition of your home. If the condition is inconsistent with your description, we will call you and ask for a time and price adjustment. If we cannot reach you and you have not pre-approved additional time, we will only stay the amount of time you paid for, and quality could be compromised. 

4. COMMUNICATION: Please call us to discuss any questions or concerns about your cleaning service. We take great pride in our cleaning service and will make every reasonable effort to ensure you receive a highly professional and personal cleaning experience. The number one thing that allows us to serve you better is your ongoing feedback. Please fill out your post-cleaning survey after every appointment to help us continually improve the quality and personalization of the service you receive. 

5. TEAM: We make every effort to send the same team to your home for each appointment. However, we cannot guarantee it due to illness, vacations, etc… Our main priority is to ensure your home is consistently cleaned just the way you like. We have systems in place to maintain the quality and experience you expect, no matter the team doing the cleaning. The team members we send to your home are always Certifiably Clean employees and are extensively trained in our cleaning systems and 3rd party certified. Any solicitation of Certifiably Clean for outside employment is a direct violation of this agreement and our terms of service, and an employment finder fee of up to 6 months’ wages will be assessed. 

6. OFFICE HOURS: Our office is open M-F 8 AM to 5 PM. Voicemail is available after hours. Email and text messages are monitored after hours and are often the best way to reach us outside of office hours.

7. EQUIPMENT AND SUPPLIES: We provide all of the equipment and supplies to clean your home. Due to OSHA regulations, we are unable to use any cleaning supplies but our own without a signed liability statement and reserve the right to refuse to use any cleaning supplies you request. 

8. QUALITY CONTROL: Our teams are quality inspected by management regularly. They may view your home virtually via live video call inspections or enter your home after the team leaves. These inspections ensure the highest quality standards are met.

9. ARRIVAL TIME: Our team cleans from 8:30 AM to 5 PM. Occasionally they may need to stay past 5 PM to finish the job. At the time of scheduling, we will provide an estimated start window for your appointment. Unfortunately, we can not guarantee an exact time for your appointment. Arrival/start times are always subject to variability due to the nature of our business and changing schedules. We will send you a text message when our teams are on the way with a more precise arrival time based on their projected commute. That said, no arrival time is ever guaranteed. We will do our best to accommodate requests, but they are treated as requests only. We do guarantee your day of service and will not change your service date without your prior approval.

10. ACCESS & KEYS: Your home must be accessible to our teams. We can provide a secure lockbox for your home at no additional charge.

11. PARKING: If parking is not available in your driveway, please notify Certifiably Clean of a convenient place to park near your home. There may be an extra charge for metered parking.

12. CLUTTER: You hired a professional cleaning company to do the cleaning, so we don’t expect you to “clean” before we arrive. It is in our mutual best interests if you provide us with a minimally cluttered environment. This will allow our team to clean more effectively, with more attention to detail, and within the allotted time we quoted. We do not clean excessively cluttered homes (often termed “hoarder” houses). If our team arrives and determines a home cannot be reasonably cleaned due to excessive clutter, they will not start the appointment, and the office will reach out to you to make other arrangements. 

13. SAFETY: Insurance and safety issues prohibit our teams from moving heavy objects or standing on furniture. We also prohibit our staff from handling any biohazards, including pet or human fluids, rodent feces, mold, or pest infestations, etc… We also are only able to use up to a 2-step ladder in your home to clean. That does limit our ability to clean some spaces, but we have extension poles that help us reach most places in your home.

Cleaning is a physically demanding job. Please maintain an indoor temperature that is conducive to safe working conditions. Please remember to prioritize snow and ice removal to keep walkways and driveways safe for our teams during snowy weather. Your attention to this ensures their safety as they work diligently to keep your home consistently clean, just the way you like it.

14. SECURITY ALARMS: If your home has a security alarm, please ensure that it is turned off on the day of your scheduled cleaning. You may also provide us with the code and steps necessary to disarm your alarm. We will reactivate the alarm when we leave. However, we will not be held responsible for alarms set off by mistake.

15. PETS: We love pets! And we are comfortable working around them in your home. That said, our teams are often more productive when not distracted or encumbered by animals while cleaning. If you have aggressive pets, please secure them. And, as noted for sanitary and safety issues, our teams are not permitted to clean flea-infested homes or pick up animal excrement. We will not clean if our team members feel they are in danger due to your dog or other animals.

16. RESCHEDULING: There may be times when the weather makes it unsafe for us to travel and carry equipment and supplies to your home. Driveways must be clear and accessible. Holidays may necessitate a schedule change. These will be the only reasons that we do not complete a clean on your scheduled day. We appreciate your understanding in these circumstances.

17. PAYMENT POLICY: Payment is due within 36 hours of each scheduled cleaning. We require a credit card to be on file (encrypted by our payment processor, Pastri) and we will attempt to process your payment 26 hours after the completion of service. One-time cleanings require a 50% deposit. 

• Gratuities: Tips are not expected and are entirely optional. That said, you are more than welcome to express your gratitude by tipping your cleaning technicians. Certifiably Clean does not give any guidance on what amount of gratuity is appropriate, as this varies from client to client. We do give you a convenient way to add tips to your invoice, paid by credit card. All tips go 100% to the cleaning technicians via their weekly paycheck. 

• Rate Increases:  Rates will increase periodically based on inflation and other economic and business factors. You will be notified in advance in writing. And we are always available to discuss your options. 

18. SALES TAX: Some areas require sales tax on services. If you live in an area where this applies, you will be responsible for the tax amount, and it will be included in your invoice.

19. LATE PAYMENT: We only charge one standard fee related to late or non-payment. If we are unable to process your payment within 3 business days of your cleaning, a $10 convenience fee will be added to your cleaning. If payment is not received within 30 days, we will assess a $35 late fee to your account. Each month thereafter when the account is past due, an additional $35 late fee will be assessed to your account. At 90 days past due, you may be referred to an outside collection agency. In addition to any amounts owed to Certifiably Clean, you agree to be responsible for all reasonable collection and attorney’s fees we incur to bring your account current.

20. CANCELLATION & SKIPs: If you need to reschedule, cancel, or skip a scheduled cleaning you can do so without incurring any punitive fees. We ask for a minimum 24-hour notice, and ideally 72-hour notice, as a courtesy to help us maintain our team’s expected hours of work and livelihood. Your next service will be at the next tier frequency price. That extra time between appointments allows for the accumulation of more dust and dirt which will require additional time to bring back to the previous level. This will allow us to provide you with a complete and thorough cleaning on that appointment. 

Specifically: 

• If you have a weekly appointment, and you skip and it will now be 2 weeks between appointments, that cleaning will be at the every 2-week time and rate.

• If you have an every 2-week appointment, and you skip and it will now be 4 weeks between appointments, that cleaning will be at the every 4-week time and rate.

• If you have an every 4-week appointment, and you skip and it will now be 8 weeks between appointments, that cleaning will be at our one-time, Clean Freak Deep Cleaning time and rate.

Note: This does not apply to appointments that are rescheduled within 5 business days of the original appointment date. 

If you skip regularly or multiple cleanings in a row, we will call to discuss a new schedule that better aligns with your current needs and availability.

21. LOCKOUTs: If the team is dispatched and arrives at your home and is unable to enter your home for any reason (no one home if expected to give access, no lockbox key, no valid door code, aggressive animals not contained, or is turned away at the door), the office will expect to reschedule your service within 5 business days. We do not charge a lockout fee but do require a rescheduled appointment within 5 business days (see cancellation/skip policy). If we arrive at your home and you are not ready for us or are unable to let the team in when they arrive, we will wait up to 30 minutes. If we have to wait for someone to unlock the door, there will be less time available to clean the home. Waits beyond 30 minutes will result in a loss of service that day, and a requirement for a rescheduled appointment within 5 business days (see cancellation/skip policy).  

22. SUSPENSION OF SERVICE: If any of the above adverse situations from paragraphs 17-19 have not been satisfied or reoccur excessively, your service will be suspended until all fees have been paid in full and issues remedied. If service is suspended and you have not remedied the issues within 30 days, we will consider you to have terminated service.

23. CANCELING YOUR SERVICE: It is agreed that this is an at-will relationship; no contract term is implied. Services may be canceled at any time, and no contract is implied. To maintain our team’s expected hours and livelihood, we request at least 72 hours if you intend to cancel your service. 

24. DAMAGES & BREAKAGE: On the rare occasion small items will be knocked off a shelf when dusting, etc. we will proactively communicate with you and work with you to cover repair or replacement, or provide a credit for future services, based on your preference. More severe damages due to negligence or malpractice on our part will be handled by our insurance provider. Certifiably Clean is not responsible for pre-existing damage, breakage due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item.

25. DRAMA-FREE GUARANTEE: We guarantee your home will be consistently cleaned to your liking, no matter what. If we miss something or don’t quite get an area cleaned to your satisfaction, simply let us know within 24 hours of your cleaning, and we’ll come back and make it right in 2 days or less – guaranteed. After you allow us to come back to remedy your cleaning, if you are still dissatisfied, you don’t have to pay for the service. To avoid this, we would appreciate it if you or a delegated household member could walk through the house with us toward the end of the cleaning to ensure we’ve met your expectations. 

26. PHOTO & MEDIA USAGE: During your cleaning appointment, Certifiably Clean’s technicians may take photographs and videos within your home to document pre-existing damage, for quality assurance, training, and customer service purposes. This clause outlines the terms regarding the capture and use of such photos and media:

• Purpose of Photographs: Photographs taken are intended for internal use to improve customer service, and ensure the highest standards of cleaning. These may be used to improve subsequent appointments and/or utilized in training materials, internal presentations, and other operational processes.

• Exclusion of Personally Identifiable Information: To respect and protect client privacy, photographs will focus solely on service areas or cleaning-related items. No personally identifiable information (PII) of clients or other individuals will be included in these photographs.

• Client Consent: By utilizing Certifiably Clean’s services, clients consent to the capture and usage of photographs as described. These photographs are for internal purposes and are handled with strict confidentiality and professionalism. We will ask for explicit permission to post any of these photos publicly. 

• Security and Confidentiality: Measures are in place to ensure the secure storage and restricted access of these photographs. Access is limited to authorized personnel for the stated internal purposes.

• Opt-Out Policy: Clients have the option to opt out of this photograph usage. To do so, clients must inform Certifiably Clean in writing before service commencement. We will respect and adhere to the client’s decision regarding photograph capture.

27. UPDATES TO THESE TERMS: We may update these terms of service from time to time. The updated version will be indicated by a revised “last updated” date and the updated version will be effective as soon as it is accessible. If we make material changes to this terms of service notice, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review these terms frequently to be informed of how we are managing your service fulfillment and experience.