Terms of Service
By using this website to book a service, you agree to comply to be bound by these terms & conditions if you do not agree to these terms & conditions, it is recommended that you do not book a service with us.
Booking service online doesn’t guarantee you a spot for that date/time, you will be contacted by email or phone with a confirmation.
Our providers have been properly vetted & prior to onboarding with us, you can rest assured all of our providers have integrity and are held accountable.
Right to Refuse Service
We reserve the right to deny and/or terminate service because of safety concerns, inappropriate or uncomfortable situations, weapons on-premises, severe clutter and disconnected utilities.
Our providers have the choice to leave if the home is in an extremely unsanitary condition or if they feel unsafe/threatened. If you book a cleaning that is unreasonable, the cleaners may refuse service on the spot and you will be charged the cancellation fee.
Cleaning Day Preparation
Your price for cleaning is based on the cleaners focusing all of their time on cleaning, we ask that you take a few minutes to tidy up to allow the cleaners easy access to the areas/surfaces to be cleaned: floors, counter-tops, tabletops, etc. If you’d like our cleaners to do these tasks for you, call the office in advance so your cleaning fee can be adjusted for the additional time.
These services are available for an extra charge:
- Heavy-duty cleaning
- Wet wipe/detail blinds
- Clean inside oven
We will gladly work around pets, we ask that indoor activity is limited for cleaning efficiency & safety reasons, if your pet becomes anxious or presents a safety concern, Vera Cleaners reserves the right to remove its providers from your home.
Our providers are instructed not to enter a house if they believe an animal is a threat, pets may behave differently if a family member is not present. If the removal of our cleaning provider is due to aggressive pets, our cancellation policy will apply.
Please remember we give these instant prices based on years of experience, but we may adjust the price based on the actual condition of the house. To ensure there are no surprises when we arrive & find that the job will require extra time we’ll call you to let you know if we are unable to reach you, the provider will have to leave and you will be charged the cancellation fee.
We reserve the right to reevaluate rates at any time based on the time it takes to perform our service to meet the client’s standards, Vera Cleaners will contact the client to discuss price or service revisions if the cleaning time differs significantly.
Payments are made by credit card only. Cards will not be charged until AFTER the appointment is completed.
We do not offer refunds. We have built our business providing our clients with the best possible service available; still, we realize that we are human, things will from time to time get missed. Should this happen, email or call us within 48 hours and we will correct the error at no charge.
Recurring Service Discount
Recurring discounts start AFTER the first cleaning service; if you skip cleanings so that your cleaning’s frequency is lower than what you were set up for, your price will be increased to the pricing level for the lower frequency.
Client’s cleaning rate adjustments may be made at any time during the year should there be changes to the frequency of the client’s established service schedule or home or living situation: remodel, change of address, number of people living in the home, a significant addition of furniture, etc. The customer’s rate shall be increased annually, by an amount not-to-exceed 10% of the client’s current rate.
The client shall make the service location accessible to Vera Cleaners providers on the scheduled service day. If the team is locked out of the Client’s home, every effort will be made to establish contact with the Client to arrange for entry into the home, if contact is not made within 30 minutes of the arrival of the cleaning team, the scheduled cleaning will be skipped and you will be charged the full service fee. This fee is necessary to compensate the providers for unexpected lost revenue and travel time. To avoid the fee, provide us with a key or code to gain entry to your home.
Cancellations & Rescheduling
Service reliability is extremely important because we reserve a time especially for you. We request that you give us a minimum of 48 hours advance notice if you need to cancel or reschedule for, any reason, to avoid incurring a $50 cancellation fee.
Please note that if service is canceled with less than 48 hours notice, a $50 cancellation will be charged to the credit card on file. Same-day cancellations incur the full service charge.
If we are unable to access the home upon arrival, OR we are turned away at the door, the full service fee will be charged to compensate for cancelation/lockout.
If your home is equipped with a security system, please ensure that it is in the off position or call our office with the code and proper directions for use. If the code should change, please let us know so you do not incur a lockout charge.
Use of Homeowner’s Tools/Equipment
If you request that our providers use your vacuum or other tools, we will not assume or accept any liability for damage to the unit. Since we are not responsible for the maintenance of the equipment, we will not be responsible for any repairs to it. This is important because if the equipment is not in working order when we arrive to clean your home, we will not be able to perform any cleaning for which the equipment is required.
We provide the equipment and products needed to thoroughly clean your home. If you require us to use green cleaning products only, please let us know before we start the service.
If you require to use your cleaning supplies, note that we are not responsible for any damage associated with those products. When this request is made we ask that you have the cleaning chemicals and supplies ready so we can perform our cleaning service as efficiently as possible.
Items We Cannot Clean
Mold removal is a specialty; we cannot be liable for any mold-related risks in clients’ homes.
We cannot clean hoarding homes or areas containing any animals and humans’ body fluids, blood, feces, vomit, cat litter boxes, bird cages and urine, or excretions.
Unreachable Areas & Heavy items
For safety and liability reasons our providers can’t climb higher than a step stool or work outside of your home. Cleaners can’t move objects more than 35 pounds. If you would like to us to clean behind heavy objects, please move them prior to cleaning.
Breakage/Damage & Loss Policy
While an occurrence is rare, the possibility of breakage or damage is present while we clean. Our cleaners exercise reasonable care when cleaning your home and all providers carry insurance for damage or breakage caused by the provider.
We are not liable for damage that is caused by normal wear and tear, improper installation of an item in your home, artwork, collectibles, or family heirlooms not disclosed during the booking process. These items include but are not limited to the following:
- Artwork, Collectibles & Family Heirlooms: These items are expensive at times impossible to replace. The client should point out such items to us before starting service. Please advise us how you would like your fragile items handled and their care.
Notification must be made within 24 hours of breakage/loss of any personal items. Identical replacement is always attempted but not guaranteed.
Cleaners Arrival Window
We schedule our cleanings in an order that requires the least amount of drive time in an effort to maintain low prices and avoid trip fees. If you require a specific time, we will make every effort to accommodate your request. However, no times are guaranteed.
Due to the unpredictable nature of our business and unforeseen circumstances such as traffic jams, weather, and mechanical problems, allow us the flexibility of scheduling our cleaning between 8:00 am and 4:00 pm.
We generally arrive within a 2 hour window period disclosed within your booking. If we are running late we will call you or text you.
Vera Cleaners does not do holiday visits.
If your scheduled day falls on a holiday, we will contact you to reschedule,. The following holidays will be observed:
- Independence Day
- Christmas Eve
- Christmas Day
- New Year Eve
- New Year
House Key/Key Release
In the event the client chooses to leave a door unlocked or place a key under a mat or any other unsecured place for the cleaners to gain entry into the home, Vera Cleaners will not be held liable for any damages or theft to the client home.
Upon termination/cancellation of services, Vera Cleaners shall return any client key(s) in its possession no later than 48 hours after termination of services or the next business day.
Non-Solicitation of Vera Cleaners Providers
As our customer, we ask that you agree not to solicit for hire any of our providers to work directly for you. Our professional cleaners are vetted, background checked, and have experience as cleaners. Significant time, resources and money are invested in each new provider before we allow them to enter our customers’ homes.
Any claim relating to the Vera Cleaners website shall be governed by the laws of the State of Florida without regard to its conflict of law provisions.
We have taken every effort to design our website to be useful, informative, helpful, and honest. Please let us know if you would like to see improvements or changes that would make it even easier for you to find the information you need.
Vera Cleaners reserves the right to change these terms & conditions at any time without prior notice to you.
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