Thank you for visiting our website. This document is our Terms of Service (i.e.”Agreement) for SunnyHome Cleaners’ website. It is a legally binding contract between SunnyHome Cleaners; visitors; users; and customers. If you do not like or agree with these terms or are under the age of eighteen, we ask that you do not use; access this website; or reserve services through SunnyHome Cleaners.
We reserve the right to amend or change our Terms of Service at any time and by your continued use of our website and services, you are agreeing to these provisions. Our Privacy Policy is separate from this Agreement. For purposes of this Agreement, SunnyHome Cleaners LLC Referral Agency may also mean “We”, “Us” or “Our”. And Customer or Client may also mean “You” or “Your”.
I. Cleaning Services
SunnyHome Cleaners LLC Referral Agency provides professional, residential and other cleaning services.
When scheduling online, you will be prompted to provide your contact information as well as selecting a specific cleaning service. We will also need to know the size of the premises to be cleaned as well as number of bathrooms and perhaps other items. Keep in mind that all bookings will always have a two (1-2) hour arrival window due to unexpected delays or force majeure events. Rate increases or changes will be posted on our website and/or customers will be notified via email.
II. Scheduling and Confirmation
Confirmation. When booking a cleaning service online, you understand that it does not automatically guarantee a customer an appointment for that day and time. When booking, scheduling conflicts may occur. One of our representatives will contact you by email or by phone with a confirmation for your appointment.
In order for SunnyHome Cleaners LLC to keep prices low and avoid trip fees, we schedule our cleanings in an order that requires the least amount of driving time. If you need a specific time, we will do our best to meet your needs, but we cannot make any guarantees.
The Customer is expected to be on premises at the time of our representative’s arrival unless previous arrangements have been made with a security code and key.
If the Customer is unavailable and our representative or agent is locked out, you understand and agree that it will incur a full booking charge lockout fee.
Appointment Window. Our Company permits a one to two-hour arrival window due to unforeseen events (i.e. traffic; weather; etc) for each scheduled cleaning. If for some reason our representative is running behind schedule, our Company will notify you via phone call or text.
III. Payment
Payment for services can be made via credit or debit card through the Client portal located on the website or via phone call. Our Company accepts all major credit and debit cards. We reserve the right to collect and retain your credit/debit card information for payment of cleaning services rendered. You understand that your card will be put on hold 24 hours before your scheduled booking, but it will not be charged until after the scheduled cleaning has been performed.
Payment Options and Discounts. We offer different cleaning payment options depending upon the frequency. Customers may schedule weekly, bi-weekly and/or monthly cleaning services unless otherwise discussed. Please specify the plan selected through our Booking Portal or service representative. Additional services are available through the Website Portal or you can call or email us for a custom quote.
Customers who enroll in weekly, bi-weekly, or monthly cleaning services will be billed on a regular basis and you authorize our Company to charge your credit or debit card on file. You will be charged only after the schedule cleaning has been provided, and your card will be put on hold 24 hours before the services is scheduled.
Financial Responsibility. You understand and agree to be personally and financially responsible for any and all outstanding costs and fees for cleaning services as provided by our Company and within this Agreement. This includes and is not limited to collection costs; attorneys fees; and legal costs; for unpaid amounts on account.
IV. Refunds
We do not offer refunds since we have established our business on providing our customers with the highest quality service possible. However, mistakes happen and are acceptable. If you are unhappy with your completed scheduled cleaning under the services included in your booking, please notify both the cleaners and us before our cleaners leave the property. We will do our best to address any reasonable concerns at that time. Additional tasks or services not included in the original scope require an additional charge.
The cleaners will not be moving furniture or appliances over 20 lbs for safety and insurance reasons. If you have larger furniture or appliances that need to be cleaned under or behind, please have them pulled out in preparation for the appointment and point these areas out specifically on the pre cleaning walk through.
Cleaning improves the appearance and cleanliness of surfaces but cannot restore them to like-new condition. Some stains, discoloration, hard water deposits, grout staining, rust, smoke residue, or permanent damage may not be removable despite professional cleaning efforts.
V. Right to Refuse Service
Our Company reserves the right to refuse or discontinue service at any time and for any reason to protect our Company, subcontractors, and agents. Our policies prevent our representatives and agents to work on premises where there are weapons; extreme clutter; disconnected utilities; or aggressive pets.
Clutter. Customers are responsible for picking up excessive personal belongings, clothing, toys, paperwork, dishes, and other items before the appointment. As professional home cleaners, our cleaning professionals are not responsible for organizing homes. We reserve the right to exclude cluttered areas on the day of the scheduled cleaning without any adjustments to the original quoted price of the scheduled cleaning.
Temperature. For the safety of our cleaning professionals, the home must maintain safe working temperatures. We reserve the right to stop or reschedule service if indoor temperatures present unsafe working conditions.
VI. Cancellation Fee
You understand that our subcontractors and providers have the option to leave the premises if the area is in an exceedingly unclean state; if they feel intimidated, unsafe, or endangered. If our subcontractor or agent cancels a scheduled cleaning due to any of the above reasons, you understand and agree that you will be charged a $100.00 cancellation fee.
VII. Cancellations
48 Hour Notice. We require a minimum of 48 hour notice if you need to cancel or reschedule your cleaning appointment in order to avoid a $100.00 cancellation fee. Customers must either provide notice via email or by phone call.
Cancellation Fee. Failure to provide notice via email or phone call or failure to provide notice within 48 hours will result in a $100.00 cancellation fee that will be charged to the Customer’s credit card on file.
If the Customer cancels or reschedules service in less than 24 hours, you understand and agree that you will be charged 100% of the service cost.
If there is no running water or electricity on-site when we arrive, you will be charged 100% of the appointment cost and the cleaners will not be able to complete the cleaning.
Lockouts. If our Company’s representatives are unable to gain entrance to the property upon arrival for a scheduled cleaning; are turned away at the door; or refused entrance for a scheduled cleaning; without notice, then you understand that you will be charged a $100.00 cancellation fee which shall be charged to your card on file.
VIII. Security and Alarms
Access. By scheduling a cleaning service, you are granting our Company’s representatives and agents access to your home or premises to conduct a scheduled cleaning.
Security Systems. If your home has a security system, please notify our Company in advance of the cleaning. The system must be in the “off” position or in the alternative provide our company with instructions and code in order to operate the system and to provide service. Please notify us immediately if the security code changes in order to prevent a lockout fee.
Keys. SunnyHome Cleaners LLC Referral Agency is not responsible for any damages or theft to the client’s home if the client chooses to leave a door open or place a key under a mat or in any other unsecured location for the providers to get access.
Upon termination or cancellation of services, our Company shall return all customer keys in its possession within 48 hours or the next business day.
IX. Utilizing the Customer’s Equipment
If the Customer requests that we use their cleaning equipment or vacuum, you understand and agree that neither our Company, owners, employees, or agents will assume or accept responsibility for the equipment or damages that may occur. You understand and agree that we are not responsible for the equipment’s upkeep and maintenance. Therefore, we will not pay or reimburse a Customer for damaged or broken equipment. In addition, if the Customer’s equipment or vacuum is inoperable at the time of our representative’s arrival for a scheduled cleaning, they will be unable to vacuum your floors and carpets unless permitted to use their own equipment.
X. Special Cleaning Instructions
Green Cleaning Supplies. Please notify us prior to cleaning if you require us to use exclusively green cleaning solutions.
Personal Cleaning Supplies. If you desire that our representatives use your personal cleaning supplies, please have the cleaning chemicals and material readily available. This will allow representatives and agents to complete cleaning service as efficiently as possible.
Additional Services. Dish washing, wall washing, laundry, wet wiping blinds, window washing, inside oven, inside refrigerator, inside dishwasher, inside closets, laundry room, cleaning and pet hair removal services will require an additional fee. If these services are not booked before the day of the scheduled cleaning, we will need to set up another cleaning appointment for these specific services.
What We Cannot Clean. Please note that we do not provide mold removal or cleaning services nor do we provide hazardous material cleaning. We do not clean hoarding homes or places involving bodily fluids; blood; feces; vomit; cat litter boxes; bird cages; urine or excrement from animals or humans. If a home has live rodents or live roaches, dead roaches, or rodent droppings, we will not be able to continue with the cleaning and a full booking charge fee will be charged.
Additional Services. Unless otherwise agreed, cleaners will wash only a reasonable amount of dishes necessary to complete the kitchen cleaning. Excessive amounts of dishes may require an additional fee or rescheduling.
Pest Infestation or Hazardous Contamination: If, after cleaning services have begun, our providers discover the presence of any pests or signs of infestation, including but not limited to live or dead rodents, rodent droppings, roaches, or other pest-related contamination, services will be stopped immediately. The full service amount will remain due, as the appointment time and resources have already been allocated. Additionally, a $50 contamination fee may be charged to cover the replacement of cleaning rags, products, and equipment that cannot be reused due to potential contamination.
Limited Liability. Please note, neither our Company, its owners; employees; representatives; or agents; will be liable or responsible for cleaning products and materials provided by the Customer. In addition, you agree to hold our Company, its owners, employees, representatives, or agents harmless from any and all damages; injuries; harm; accident; or loss; as a result of using the Customer’s cleaning products and materials including but not limited to: vacuums; equipment; towels; cloths; detergents; and any other cleaning agents.
XI. Inaccessible Locations & Heavy Objects
Because of safety and liability concerns, our representatives and agents are not permitted to climb higher than a step stool or work outside of the home or premises. If you wish our representatives or agents to clean behind large appliances; furniture; art work; or other large items, the Customer must move them if they weigh more than 20 pounds.
XII. Breakage and Loss
Our representatives and agents are professional, experienced cleaners. All of our representatives are insured and will take reasonable precautions when cleaning your home or premises. However, the chance of property damage or breakage happens. Personal property that is damaged or lost must be reported within 24 hours either via email or by phone.
Limited Liability. You understand and agree that our Company, its owners; employees; and agents are not responsible for damages caused by: regular wear and tear; improper installation of an item in your home including but not limited to artwork, collectibles, or family artifacts that were not revealed during the booking process.
Instructions. Fragile goods: Artwork, Collectibles, and Family Heirlooms: These objects are expensive and irreplaceable; therefore, please identify them ahead of time. Prior to your scheduled cleaning, please specify how you would like your fragile goods handled.
XVIII Photos
For quality assurance and training purposes, our team will take before and after photos during your cleaning appointment. We respect your privacy and avoid photographing personal items, names, addresses, family photos, or identifying information. Some photos of cleaned areas may be used on public platforms to showcase our work, assuring that personal details are excluded whenever possible. If you have any preferences regarding photos, feel free to let us know before your appointment
XIV Price Quote Accuracy
The price quoted over the phone is based on the home being accurately represented at the time of booking. It is impossible for us to know if a home will require a more in-depth cleaning until the cleaner arrives and assesses the home. This does not happen often, but please keep in mind if the cleaner assesses the job and determines a more in-depth cleaning is needed, the cost of the job may be subject to increase. This will never be done without a conversation and your consent and approval.
XV. Non-Solicitation
You understand and agree that during the term of this Agreement and for a period of one years immediately after its termination or expiration, you acknowledge and agree not to solicit any employee; agent; independent contractor; or affiliate; of SunnyHome Cleaners LLC Referral Agency, nor induce any employee; agent; affiliate; or independent contractor associated with our Company to terminate or breach an employment; contractual; or other relationship for the purpose of solicitation (i.e. To work directly for the customer).
XVI. Modification and Assignment
The customer understands and agrees that this Agreement and their obligations herein may not be assigned, sold, transferred, or modified, without the prior written consent of an authorized representative of our Company.
XVII. Website Usage
We are providing our customers with a user-friendly platform to obtain assistance for the purpose of cleaning services. Users can visit and access our website for any legal or lawful purpose. In order to protect our intellectual property, our customers, agents, users and visitors are prohibited from:
Downloading, copying, or transmitting any of our website content without our permission;
Using data mining or extraction software, or bots;
Manipulating or using framing or other navigational technology;
Registering, subscribing, unsubscribing, or attempting to register, subscribe, or unsubscribe any person; user; company; or anyone else for our products or services unless you have permission;
Using our website or its content for any other purpose other than which it was intended: marketing and email campaigns;
Harassing; stalking; bullying; or threatening behavior towards our Company, it’s owners, employees, agents, customers or users;
Engaging in any behavior that might violate our rights, such as our intellectual property rights; or that of our customers;
Impeding or interfering with our website; its’ security; or our server.
XVIII. Online Reviews, Public Statements, and Customer Conduct
We value honest feedback from our customers and encourage customers to share their experiences. However, reviews and public statements must be truthful, accurate, and based on the customer's actual experience.
Customers agree not to engage in unlawful, abusive, harassing, threatening, or intentionally misleading behavior toward SunnyHome Cleaners, its owners, employees, contractors, or representatives through online reviews, social media, websites, or any other public platform.
This includes, but is not limited to:
• Posting false, misleading, or fabricated statements about our Company, employees, contractors, or services;
• Making statements with the intent to damage our reputation rather than provide honest feedback;
• Threatening negative reviews or public complaints in exchange for refunds, discounts, credits, or other compensation;
• Engaging in harassment, bullying, personal attacks, threats, or repeated unwanted communication toward our Company, owners, employees, or contractors;
• Publishing private or confidential information about our Company, employees, contractors, or customers without authorization.
XIV. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the State of California, without regard to conflicts of law provisions. If any clause or paragraph in this agreement is considered unenforceable or invalid under any law or statute or made invalid by an Order of a Court of law, the invalid or unenforceable clause shall not render the balance of this Agreement invalid. Any invalid provision shall be considered altered and interpreted so it does not affect the rest of this agreement.
Customer Acceptance of Terms
By submitting a booking request, approving a quote, providing payment information, or allowing services to be performed, the customer agrees to be bound by SunnyHome Cleaners’ Terms of Service, policies, cancellation rules, service limitations, and payment terms, etc. A signature is not required for these terms to be considered accepted and enforceable.
CONTACT
You can contact SunnyHome Cleaners LLC Referral Agency at:
Email: info@sunnyhomecleaners.com
Phone: 562 564 6932