Updated: 12/10/2025
Terms & Conditions
1. Introduction
Welcome to 24/25 CLEANERS. By booking or using our cleaning services, you acknowledge and agree to these Terms and Conditions, which form a binding legal agreement between you (the customer) and 24/25 CLEANERS. These terms govern all services provided, including payment, service delivery, customer responsibilities, and legal liabilities.
By proceeding with any booking, you confirm that you have read, understood, and accepted these terms. It is your responsibility to review these terms before requesting any service. If you do not agree with any part of these terms, you must refrain from booking services.
24/25 CLEANERS reserves the right to modify these terms at any time. Changes take effect immediately upon posting on our website or direct communication with you. Your continued use of our services after modifications constitutes acceptance of the updated terms.
Failure to comply with these terms may result in suspension or termination of services and may include legal actions to recover unpaid fees, late charges, or other losses incurred by the company.
We are committed to providing high-quality cleaning services with integrity, professionalism, and respect. By agreeing to these terms, you help us maintain a professional and effective working relationship. You may request a copy of the current Terms and Conditions at any time or view them directly on our website.
2. Invoicing
Invoices are issued upon service completion and are due the same day. By booking our services, the customer authorizes 24/25 CLEANERS to automatically charge the card on file for the full invoice amount.
If a payment fails, or no card is on file, late fees may apply. A penalty equal to three times the invoice amount may be added on the day following the service if payment is not received. 24/25 CLEANERS reserves the discretion to apply this penalty if the customer refuses or delays payment for any reason.
While the full invoice amount is non-negotiable, 24/25 CLEANERS may allow a grace period of up to 15 days for loyal customers. No extensions beyond this limit are permitted.
2.a. Service Fee
All invoices include a mandatory 4% Service Fee. This fee supports operational and administrative costs essential to delivering high-quality cleaning services. It covers, but is not limited to:
Software and tools for scheduling, communication, and operational management.
Training and development for office staff, sales teams, customer service representatives, managers, and cleaners.
Platforms for online training, operational oversight, and customer communication.
Enhancements to ensure continuous improvement and seamless customer service.
The Service Fee is an integral part of maintaining 24/25 CLEANERS’ commitment to operational excellence, innovation, and superior service quality.
3. Payment Methods
All payments for 24/25 CLEANERS services are securely processed through credit or debit card (via Square, Stripe, HouseCallPro, or similar), or Zelle. Cash and checks are not accepted.
Card Security: 24/25 CLEANERS does not store any card information. All payment data is securely handled by the processor. We have no access to card numbers, expiration dates, or CVV codes. Questions regarding payment information must be directed to the processor.
Zelle Payments: Customers may pay via Zelle to the designated business account provided at the time of booking. Payments via Zelle are also final and non-refundable.
Final and Non-Refundable: All payments are final, non-refundable, and cannot be disputed or charged back. If a customer initiates a chargeback or reverses a Zelle payment, 24/25 CLEANERS reserves the right to charge three times the invoice amount, plus any associated fees or costs.
Collections and Legal Action: Unpaid invoices over 30 days may be referred to a collection agency. The customer is responsible for all associated collection fees and legal costs, including small claims or civil court proceedings. By using our services, you authorize 24/25 CLEANERS to automatically charge your card or request Zelle payment for any future unpaid invoices.
Parking Policy:
All parking fees will be added to the invoice. The minimum parking fee is $5 per hour, or if the total parking cost exceeds this amount, the exact parking fee plus a transaction fee will be charged. Parking fees will only be applied if the cleaner cannot find free parking or if the customer does not provide a parking spot. The cleaner will drive around for a maximum of 10 minutes to find a free parking space. If no free parking is available, the cleaner will park at the closest paid parking, and the fee will be added to the invoice. If it takes more than 15 minutes to find paid parking, the additional time will be added to the hourly service rate. If the cleaner is able to park in a free spot, driveway, or a nearby location, no parking fees will be charged. Parking fees are paid directly to the company to cover parking expenses.
Arrival Window:
For all cleaning services, 24/25 CLEANERS provides an arrival window to ensure flexibility in scheduling. The arrival window is as follows: Morning Services: The arrival window will be at least 1 hour. Afternoon Services: The arrival window will be at least 2 hours. We kindly ask customers to be available during the provided window for our cleaners to begin their service. If the cleaner cannot access the property within this window, the Cancellation and Rescheduling policies may apply.
4. Legal Actions
In the event of non-payment or disputes related to invoices, 24/25 CLEANERS reserves the right to pursue legal action, including but not limited to:
Filing claims in small claims court or civil court
Engaging a collection agency
The customer is responsible for all associated costs, including legal fees, court fees, collection fees, and any other expenses incurred by 24/25 CLEANERS to recover the outstanding balance.
All legal actions are based on the terms outlined in the Payment Methods sections, and any amounts recovered will include the original invoice, late fees, penalties, and associated collection or legal costs.
5. Cancellations and Rescheduling
Same-Day Cancellations or Rescheduling: Any cancellation or rescheduling request made within 24 hours of the scheduled service will result in a full service charge. Failure to Provide Access: If the customer does not open the door or provide access to the property within 30 minutes of the cleaner's arrival, the cleaner may leave for their next appointment, and the full service charge will apply.
Rescheduling Window: Cancellations or rescheduling requests made 24-48 hours in advance will incur a 50% charge, while requests made more than 72 hours in advance will incur no charge.
Emergency Waiver for Loyal Customers: We understand that emergencies happen—whether health-related or family-related. For our loyal customers, we will waive the cancellation or rescheduling fee in the case of a verified emergency. Your well-being and trust are important to us, and we appreciate your loyalty.
6. Service Delivery, Cleaner Responsibilities and Customers
Our services are designed to cover standard cleaning tasks performed inside the home at safe, human-accessible heights. Cleaners will not undertake tasks that require the use of specialized equipment unless they fall under specialized services, which are distinctly separate from regular cleaning services and will require a separate agreement.
If a customer requests that a cleaner performs tasks that go beyond these limits, such as cleaning high areas, the customer must provide appropriate equipment, such as a ladder. However, 24/25 CLEANERS does not provide or endorse the use of ladders, and if a cleaner agrees to use a customer-provided ladder, the customer assumes 100% responsibility for the cleaner’s safety, including any potential accidents or injuries that occur. 24/25 CLEANERS will not be held liable for any damages, accidents, or injuries caused by work performed above human height or while using non-company equipment.
- Moving heavy furniture
- Cleaning hazardous materials
- Tasks that involve high-risk activities or the use of non-standard tools (unless previously agreed as part of a specialized service).
The customer is required to provide timely access to the property at the scheduled time. If access is not provided within 30 minutes of the cleaner’s arrival, the cleaner may leave for another appointment, and the full service charge will be applied. Additionally, customers are responsible for ensuring that basic utilities such as water and electricity are available during the scheduled service. If utilities are not available, we reserve the right to reschedule or cancel the appointment, and the full service fee will apply.
Customers are also responsible for ensuring the safety of their pets during the cleaning process. Cleaners are not responsible for handling pets, and in the event that a pet causes injury to the cleaner, the customer assumes full responsibility.
7. Liability, Damages, and Complaints
General Liability Disclaimer
By booking our services, the customer agrees that 24/25 CLEANERS is not responsible for any injury, damage, loss, or accident that occurs in connection with our services. All responsibility remains with the customer.
This includes responsibility for:
Injuries or accidents to anyone on-site, including pets.
Damage to property, fixtures, appliances, furniture, or household infrastructure.
Damage or reactions caused by cleaning products, tools, or customer-supplied equipment.
Accidents related to construction, renovation, or unstable/loose items.
The company does not provide compensation unless required by law. If insurance denies coverage, the customer remains responsible for all related costs.
Satisfaction Policy
If a valid complaint is submitted through our official form within the 24-hour window, we may, at our sole discretion, return to address missed areas at no additional charge. This does not apply to time-limited cleanings, minimum-hour bookings, or tasks not included in the original booking.
24 Hour Satisfaction Policy
All concerns or claims must be submitted through our official Complaint Form within 24 hours of service completion. Phone calls, texts, and emails are not accepted as official submissions. Claims filed after 24 hours are automatically denied.
Complaint Submission Requirement
All claims or complaints must be submitted only through our official Complaint Form. Customers can access the form in one of two ways:
Online: Use the link corresponding to your location:
Washington customers:
https://wkf.ms/3zHglUP
California customers:
https://wkf.ms/45Wi9VZ
Phone: Call our main number, then follow the prompts: Press 3 for Customer Service, then Press 5 for Complaint Form. You will receive a link to the correct state form automatically.
Claims submitted outside these methods, including direct texts or emails, will not be accepted.
Rescheduling Efforts: 24/25 CLEANERS will work with customers to reschedule services at the earliest available opportunity, but no refunds, discounts, or compensation will be provided for services affected by force majeure.
Damage and Liability Notice By booking a service, the customer accepts that cleaning services involve normal risks and agrees to prepare the home safely before service begins. The customer is responsible for ensuring that all surfaces, fixtures, appliances, furniture, flooring, decor, and household items are stable, secure, and suitable for cleaning.
The customer also accepts responsibility for:
Any pre existing damage, wear, discoloration, or weakened surfaces.
Any loose, unstable, or hazardous items including shelving, tiles, railings, lighting, furniture, or decor.
Any environment involving pets, children, guests, or contractors during the cleaning.
Any conditions related to construction, renovation, or maintenance.
Any reactions or issues caused by customer supplied products or tools.
If the customer believes damage occurred during the service, the official Complaint Form must be submitted within 24 hours. Claims outside the 24 hour window are not processed.
Limitation of Liability
The company is not responsible for issues that are outside its control or unrelated to the work performed. Any compensation or coverage is subject to the company’s insurance policy. If insurance denies coverage or determines the issue is unrelated to the service, the customer remains responsible for all related costs.
Pre Service Condition Requirement
For any damage claim to be considered, the customer must provide clear photo or video evidence of the item or area before the cleaning, taken within 24 hours before the service starts. Photos older than 24 hours, or taken after the cleaners arrive, are not accepted as proof of pre cleaning condition.
Without valid pre service photos, the claim is automatically denied.
Additional Evidence Requirements
The customer must also provide:
Photo or video showing the alleged damage after the cleaning
A description of where the issue occurred and what item or area is affected
Confirmation that no one else accessed or used the area between the cleaning and the photo being taken
If pre cleaning evidence is missing, unclear, edited, or inconsistent, the claim is denied.
Why this is required
This rule protects both the customer and the company by confirming the true condition of the property before the service. Claims without pre cleaning proof cannot be investigated or validated.
8. Interaction and Conduct Policy
To ensure a professional, safe, and respectful environment, 24/25 CLEANERS requires all interactions regarding services, payments, or additional work to comply with the following rules. These rules apply to customers, independent contractors (cleaners), and employees.
A. Customer Interactions
All communication regarding bookings, payments, or additional services must go through 24/25 CLEANERS management. Customers may not contact cleaners directly or offer services outside the company.
Customers are prohibited from asking personal questions about cleaners’ gender, marital status, immigration status, or other private matters, including requesting personal phone numbers.
Any attempts to bypass management or make direct agreements with cleaners are the customer’s sole responsibility, and 24/25 CLEANERS assumes no liability for such arrangements.
Disrespectful, discriminatory, or harassing behavior toward any team member is strictly prohibited. This includes offensive language, discrimination based on gender, race, color, immigration status, language, or appearance.
Consequences of violations may include:
Immediate cessation of service and full charge of scheduled services
Refusal of future service requests
Legal action, including recovery of damages and associated legal fees
B. Contractor and Employee Interactions
Contractors and employees must communicate with customers only through 24/25 CLEANERS management unless otherwise authorized.
Contractors and employees are prohibited from soliciting customers directly or performing work for customers outside of 24/25 CLEANERS. Any breach may result in:
Termination of employment or contractor agreement
Recovery of actual damages, including lost revenue or profits
Legal action if necessary
Contractors and employees must maintain professional conduct at all times and may not engage in discriminatory, harassing, or disrespectful behavior toward customers or team members.
Confidentiality of customer information, pricing, and company processes must be maintained at all times.
C. Enforcement and Liability
24/25 CLEANERS reserves the right to enforce these rules and seek remedies for violations.
All parties (customers, contractors, employees) are responsible for their own actions and any outcomes resulting from non-compliance.
The company is committed to maintaining a safe, respectful, and professional environment for all employees, contractors, and customers.
9. Quality Check Policy
To ensure the highest standard of service, customers are required to inspect completed work before the cleaner or technician leaves the property. Any missed areas should be brought to the cleaner’s attention immediately for correction.
Hourly or Restricted-Time Services: For hourly services with a minimum booking time or restricted service window, the satisfaction guarantee does not apply. Since these services may not cover the full scope of work, the company cannot provide a full satisfaction guarantee in such cases.
Post-Service Inspection and Complaint Submission: If the customer is not present at the time of service completion, they have 24 hours to inspect the work and submit any issues via the official Complaint Form. Only complaints filed through this form within the 24-hour window will be eligible for review under our satisfaction policy. Customers can review the full 24-Hour Satisfaction Guarantee Policy.
Scope of Guarantee: The satisfaction guarantee applies only to missed areas within the originally booked service. For flat-rate services or services where the customer booked specific areas (e.g., certain rooms, appliances, or surfaces), the company is not obligated to re-clean areas outside the agreed scope or add additional work beyond what was originally booked.
Post-Construction Services: For post-construction cleaning, 24/25 CLEANERS does not provide a satisfaction guarantee for construction dust or debris due to the nature of these services.
10. Photo and Video Policy
To ensure quality and accountability, cleaners may take photos of specific areas inside the home, such as ovens, fridges, bathrooms, floors, furniture, carpets, walls, balconies, patios, or any other areas where documentation is necessary to verify completed tasks.
Restrictions: Cleaners are not permitted to take full videos of the home or capture extensive photos of the entire property. Photos are limited to documenting specific areas related to the service performed.
Storage and Privacy: All photos taken inside the property are stored securely within our app. If any photos are inadvertently accessed, shared, or leaked through HouseCallPro or another platform, 24/25 CLEANERS assumes no responsibility or liability.
Purpose: All photos are for internal use only, to confirm service completion, address customer concerns, and maintain quality standards.
Customer Privacy: Photos will not be shared publicly or used for purposes unrelated to service verification without the customer’s consent.
11. Access to Property
By submitting a booking with 24/25 CLEANERS, the customer agrees to provide access to their home for the scheduled cleaning service. Any specific access instructions—such as gate codes, key locations, or entry preferences—must be provided through the booking form, phone, email, or text. The customer must receive confirmation from 24/25 CLEANERS that the instructions have been received and accepted.
Access Codes: Customers providing access codes must use one-time codes valid only for the duration of the cleaning. 24/25 CLEANERS is not responsible for the security of access codes. Customers are strongly advised to change the code after each cleaning to maintain security. The company is not liable for any issues arising from the use or misuse of access codes beyond the service.
Keys and Key Boxes: Customers providing keys or key boxes are responsible for changing codes or securing keys after each service. It is recommended to set up a new access method or code before each scheduled cleaning. 24/25 CLEANERS will not be liable for any loss, damage, or unauthorized access resulting from failure to update or secure keys, codes, or access methods.
12. Customer Data and Privacy
At 24/25 CLEANERS, we use third-party software providers to facilitate and streamline our booking, payment, and communication processes. Any customer data provided during these processes, including personal information and payment details, is stored and managed by these software companies.
While we take the privacy and security of your data seriously, 24/25 CLEANERS does not assume responsibility for any data breaches or security issues that occur with the software providers we use. These companies are responsible for the protection and security of the data they store, and we encourage customers to review the Privacy Policies of these third-party providers.
For further information on how we handle your data and our privacy practices, please refer to the Privacy Policy on our website. We are committed to protecting your privacy and complying with relevant data protection regulations, including GDPR where applicable.
13. Refund Policy
24/25 CLEANERS does not offer refunds for any services provided. Once a service is completed, the payment is final. This policy is necessary to cover compensation for cleaners, office staff, software fees, marketing, and other operational expenses.
Satisfaction Guarantee: If the customer is unsatisfied with the service, 24/25 CLEANERS will send a cleaner to address missed areas or incomplete tasks, in accordance with the 24-Hour Satisfaction Guarantee Policy. This guarantee applies only to missed areas within the originally booked service and does not extend to additional or extra services.
Chargebacks and Disputes: Any chargebacks or payment disputes initiated by the customer will be handled according to the Payment and Invoicing section under Legal Actions. The company reserves the right to recover all associated costs, including three times the invoice amount, processing fees, and legal costs.
14. Force Majeure
24/25 CLEANERS shall not be held liable for any failure to perform or delays in performing services due to circumstances beyond our control. This includes, but is not limited to: natural disasters, pandemics, government regulations, extreme weather, road emergencies, accidents, illness of cleaners, or any other unforeseen events.
Cancellations and Rescheduling: If a service must be canceled or rescheduled due to such circumstances, 24/25 CLEANERS reserves the right to do so at any time, even shortly before the scheduled cleaning.
No Liability or Compensation: The company will not be responsible for any costs, damages, or losses incurred as a result of cancellations or rescheduling caused by force majeure events.
Rescheduling Efforts: 24/25 CLEANERS will work with customers to reschedule services at the earliest available opportunity, but no refunds, discounts, or compensation will be provided for services affected by force majeure.
15. Termination of Service
This agreement between 24/25 CLEANERS and the customer remains in effect for all services provided. Either party may terminate the service agreement at any time by giving verbal or written notice. 24/25 CLEANERS will inform the customer verbally or in writing if we are unable to continue providing services, or if the customer chooses to discontinue the service.
- Repeated cancellations or rescheduling that significantly disrupt service delivery.
- Non-payment or delayed payment of invoices, as outlined in the Payment and Invoicing section.
- Violations of the Terms and Conditions, such as inappropriate behavior, disrespect, or failure to provide safe access to the property
In such cases, 24/25 CLEANERS will communicate the decision to terminate or suspend the service to the customer and attempt to resolve any issues before final termination. The customer may also terminate services at any time by notifying the company.
However, all unpaid invoices will remain due and payable, and the customer is obligated to settle any outstanding balances even after the termination of services.