1. ACCEPTANCE OF TERMS
1.1. By booking any cleaning service, submitting payment information, or permitting service to proceed, the Client (“Customer”) acknowledges, understands, and agrees to be bound by these Terms, Conditions and Service Agreement, together with any confirmation email, service checklist, invoice, or written communication provided by My Cleaning Angel, LLC (“Company”).
1.2. This Agreement constitutes the entire understanding between the parties pursuant to Florida Contract Law. Any modification must be made in writing.
1.3. Under Florida Statutes §501.201–501.213 (FDUTPA), all terms are written clearly to avoid any misleading or unfair business practice.
2. SERVICE AGREEMENT
2.1. The Company provides residential and commercial cleaning services according to the service level selected by the Customer (Standard, Deep, Heavy Duty, Post-Construction, Move-In/Move-Out, or other packages).
2.2. Cleaning teams follow the official Company checklists, available on the Company website and provided at booking. Additional or modified tasks must be approved at least one business day prior to service and may result in additional charges.
2.3. Services are rendered 7 days per week from 8:00 AM to 6:00 PM. (Above those hours extras can be charged). We usually have a 2-hour window of arrival. But exact arrival windows cannot be guaranteed. The Company may adjust arrival times due to routing, availability, or operational needs.
2.4. Payment is for the service result, not the duration. Different cleaners work at different speeds but must deliver the agreed-upon scope.
2.5. Our service recommendations are based on our cleaning checklists. We recommend a Standard Cleaning for homes that have been professionally cleaned within the last 30 days. For homes not professionally cleaned within the past 30 days, we recommend a Deep Cleaning. If it has been more than 60 days, we recommend our Heavy-Duty Pack (PCHD – Post-Construction/Heavy-Duty).
2.6 Checklist Acknowledgement
By booking a service, the Customer acknowledges that they have reviewed and accepted the Company’s official cleaning checklist for the selected service type. Services are performed strictly in accordance with the checklist unless otherwise approved in writing.
- Full Residential Cleaning Checklist : https://bit.ly/mcachecklist0511
- Full Commercial Cleaning Checklist : https://bit.ly/mcaofficechecklist
3. SATISFACTION GUARANTEE
3.1. The Company provides a 24-hour, 100% Satisfaction Guarantee for all customers.
3.2. If the Customer is unsatisfied with any area, the Customer must:
- Notify the Company within 24 hours of the completed service.
- Provide photos of the missed areas for review.
3.3. If eligible, the Company will schedule a re-clean, to be performed within 3 days, depending on availability.
3.4. The Customer must accept the re-clean to be performed by the same cleaner who originally serviced the home, as the Company stands by the work of its cleaners.
Only in extreme or exceptional cases, and at the Company’s discretion, may another cleaner be assigned to complete the re-clean — and only for the missed areas originally reported.
3.5. The Customer must be present during the correction service to verify results.
3.6. No refunds are provided unless a re-clean has been completed.
Failure to report issues within 24–72 hours voids the Customer’s right to correction.
4. CANCELLATION POLICY
4.1. The Customer may cancel, skip, or reschedule a cleaning with at least 24 hours’ notice.
4.2. Under Florida contract principles, the following cancellation fees apply:
- $70 cancellation fee for cancellations made with less than 24 hours’ notice.
- 50% of the total booking amount for same-day cancellations, cancellations upon cleaner arrival, or situations where the cleaner cannot perform the service due to Customer conditions.
4.3. If the home is deemed unsafe, excessively cluttered, hazardous, or otherwise unsuitable (hoarding, infestations, construction debris, mold, animal waste, etc.), the Company may cancel the service and charge the applicable cancellation fee.
4.4. This policy is enforceable under Florida Statutes §672.210 and § 672.601, permitting reasonable service-based cancellation charges.
4.5. Rescheduling a recurring service that results in a longer interval between cleanings may incur a rescheduling or price adjustment fee due to increased dirt and buildup. Pricing is based on the original service frequency and condition expectations.
5. REFUND POLICY
5.1 Right to Cure (Re-Clean Requirement)
As permitted under FDUTPA §501.212(1), the Company maintains a lawful and transparent refund policy. No refunds will be issued unless the Company is first given the opportunity to perform a re-clean and has verified that the service obligations were not met.
Customers must notify the Company of any dissatisfaction within 24 hours of service completion to be eligible for re-clean consideration.
5.2 Evidence Requirement
Claims of dissatisfaction must be supported by clear photographic or video evidence submitted prior to any corrective action. Claims made without documentation will not qualify for re-clean or refund consideration.
5.3 No Self-Remedy or Third-Party Remedy
The cleaning services provided by the Company are non-exclusive services that could technically be performed by others. However, once the customer hires the Company, they agree to allow the Company to address any service-related concerns directly.
Customers may not:
- Complete or correct the cleaning themselves, or
- Hire another cleaning company or individual
and then request a refund or credit without first allowing the Company to inspect and attempt a re-clean.
Any action taken by the customer or a third party prior to Company review voids eligibility for a refund or credit.
5.4 Scope of Service & Minor Omissions
Due to the size, layout, or condition of a home, minor or isolated missed items may occur and do not constitute a failure of service. Such items must be reported and will be addressed through the re-clean process, not through immediate refund demands.
5.5 Exclusions
Refunds will not be provided for circumstances beyond the Company’s control, including but not limited to:
- Pre-existing conditions
- Permanent stains or wear
- Damage resulting from neglect, age, or improper maintenance
- Subjective expectations not outlined in the service agreement
5.6 Limitation of Refund
If a refund is approved, it shall be limited to the amount paid for the affected service only and shall not include additional costs, third-party expenses, or consequential damages.
6. PAYMENT TERMS
6.1. The Company accepts only credit and debit cards (processed through Stripe). American Express is not accepted. No checks, no cash.
6.2. The Company maintains a 24-Hour Hold / Charge Authorization Policy. The Customer authorizes the Company to:
- Place a pre-authorization hold prior to service,
- Charge the card on file upon completion,
- Charge cancellation fees as outlined in Section 4.
6.3. Cash payments directly to cleaners are prohibited.
6.4. Under Florida Statutes §672.709, payment is due in full on the date of service, if not late fees may apply.
6.5 Gift Cards & Promotional Credits
6.5.1. Gift cards issued by the Company are prepaid service credits and are not refundable for cash, credit, or replacement except where required by Florida law.
6.5.2. Gift cards may only be applied toward future cleaning services and may not be applied retroactively to past services already rendered or previously invoiced balances.
6.5.3. Gift cards are non-transferable and may not be reassigned, resold, or transferred to another Customer account without the Company’s prior written authorization.
6.5.4. Gift cards expire twelve (12) months from the date of purchase unless otherwise required by applicable Florida law.
6.5.5. Lost, stolen, or unauthorized use of gift cards is not the responsibility of the Company.
6.5.6. Promotional credits, referral credits, or discounts issued by the Company may have separate expiration dates and conditions as disclosed at the time of issuance.
7. CHARGEBACK & DISPUTE POLICY
7.1. Booking with the Company constitutes express authorization for charges related to:
- Cleaning services rendered,
- Cancellation fees,
- Additional time fees,
- Add-on services.
7.2. Attempting to dispute a valid charge for services actually rendered constitutes a violation of:
- Stripe Chargeback Compliance Guidelines,
- Florida Statutes §817.034 (Fraudulent Claims).
7.3. The Company will provide documentation in all disputes, including:
- Signed authorization forms,
- Photos before/after,
- GPS logs,
- Communication logs,
- Service checklists,
- Cleaner time confirmations.
- All communications phone and email.
7.4. Fraudulent or abusive chargebacks may be pursued legally under Florida law.
8. ACCESS TO PROPERTY
8.1. The Customer is responsible for ensuring safe access to the property.
8.2. If the home has a security system, the Customer must provide codes prior the cleaning and/or ensure the system is disarmed,
8.3. If access is not available upon cleaner arrival, the service may be cancelled and charged according to Section 4.
8.4. The Customer must remain reachable by phone during the scheduled cleaning service. Cleaners or office staff may need to contact the Customer regarding access questions, service clarifications, upgrades, or additional requested items. Failure to remain available may limit the ability to proceed with certain tasks, adjustments, or add-on services, and the Company shall not be responsible for incomplete services resulting from lack of communication.
9. SAFETY & WORKING CONDITIONS
9.1. Cleaners must not be subjected to unsafe conditions, harassment, threats, or interference by pets, contractors, or third parties.
9.2. Under Florida labor safety principles, if a cleaner feels unsafe for any reason, the Company may cancel the service, and the Customer remains liable for 100% of the booking cost.
9.3. Cleaners do not perform tasks outside the cleaning checklist, including:
- Receiving packages
- Opening the door for guests
- Fixing appliances
- Moving heavy furniture
- Handling hazardous materials
9.4 Pets & Animals
The Customer is responsible for securing all pets prior to and during the cleaning service.
- Dogs that are aggressive, territorial, untrained, or create unsafe working conditions must be crated or confined.
- Exotic animals (including but not limited to snakes, reptiles, spiders, rodents, or farm animals) must be fully enclosed, secured, and inaccessible to cleaners.
- Excessive pet hair, pet waste, urine, feces, litter overflow, or homes with a large number of pets may require additional charges or result in service refusal.
If a cleaner feels unsafe due to pets or animals for any reason, the Company may cancel the service immediately, and the Customer will be charged according to the Cancellation Policy.
9.5 Weapons, Firearms & Illegal Substances
For safety reasons, the Customer must ensure that:
- All firearms, ammunition, and weapons are unloaded, locked, and securely stored.
- Illegal drugs, drug paraphernalia, or controlled substances are not visible or accessible.
If weapons or illegal substances are present, visible, or create an unsafe environment, the Company reserves the right to cancel the service immediately, and applicable cancellation fees will apply.
10. CUSTOMER RESPONSIBILITIES
10.1 Cleaning Supplies & Products
The Company provides all necessary professional-grade cleaning supplies and equipment required to perform the service.
The Company is not responsible for:
- Results, damage, discoloration, or reactions caused by any cleaning product, chemical, tool, or equipment provided or requested by the Customer.
- Products provided by the Customer, as the Company cannot verify their contents, safety, compatibility, or proper usage.
10.2. The Company is not liable for:
- Items that were previously damaged,
- Items improperly secured,
- Damage caused by normal cleaning procedures where risk was inherent.
10.3. The Customer must notify the Company at least 24 hours before service if anyone in the household is suspected of having an infectious disease.
The Company reserves the right to cancel in such circumstances.
10.4 Utilities & Working Conditions
The Customer must ensure that electricity, running water, and reasonable climate conditions (including air conditioning when applicable) are available and functioning during the scheduled service.
If required utilities are unavailable, non-functional, or shut off, the Company may cancel the service, and applicable cancellation fees will apply.
10.5 High-Value & Sensitive Items
The Customer is responsible for securing, removing, or safeguarding all high-value, fragile, or irreplaceable items prior to service, including but not limited to:
- Jewelry, rings, watches, cash, collectibles
- Artwork, sculptures, antiques
- Small items that may be displaced during normal cleaning or vacuuming
The Company does not clean, move, handle, or assume responsibility for such items. The Company is not liable for loss or damage resulting from failure to properly secure these items.
10.6 Antiques & Specialty Items
The Company does not clean, polish, restore, or touch antiques, heirlooms, fine art, specialty sculptures, or delicate materials unless expressly agreed to in writing prior to service.
11. PHOTOS, QUALITY CONTROL & SUPERVISION
11.1. The Customer acknowledges and agrees that My Cleaning Angel may take before-and-after photos and/or videos of serviced areas strictly for quality control, training, documentation, and dispute resolution purposes. These images do not include personal identifying content and are used solely for business and service verification purposes.
11.2. Before-and-after documentation is an essential part of the Company’s quality assurance and satisfaction guarantee process. Such documentation serves as objective verification of the condition of the property prior to and following the service.
11.3. If a Customer refuses to allow before and/or after photos or videos, the Company cannot verify the condition of the property and therefore does not guarantee eligibility for a re-clean, service credit, or refund, as permitted under the Company’s Satisfaction Guarantee and Refund Policy.
11.4. Any re-clean, credit, or refund request made without verifiable documentation may be declined at the Company’s sole discretion.
11.5. A supervisor or authorized representative may conduct quality inspections with the Customer’s prior consent. No minor under the age of 16 may be left alone during such visits.
12. NON-SOLICITATION OF CLEANERS
12.1. All Company cleaners are contractually prohibited from accepting direct employment from Customers.
12.2. If a Customer hires, solicits, or attempts to hire a current or former cleaner directly, a $1,000 referral fee will be charged.
12.3. Once the fee is paid, the Company assumes no further responsibility for the cleaner’s conduct, taxes, insurance, or work quality.
12.4. All My Cleaning Angel cleaners are contractually prohibited from accepting direct employment, solicitation, or engagement from any My Cleaning Angel Customer unless the applicable exit fee is paid. This restriction remains in effect during their engagement with My Cleaning Angel. Customers agree not to solicit, hire, or otherwise engage cleaners directly, and must coordinate all services exclusively through My Cleaning Angel.
13. EXTRA TIME, CONDITIONS & SURCHARGES
13.1. Prices are based on average cleaning time and on the home condition expectations outlined in Section 2.5 of this Agreement. If the actual condition of the home differs from the condition represented or assumed at booking, or if the home requires additional hours beyond the originally booked scope due to condition, buildup, or neglect, the Company reserves the right to charge for the additional time at its then-current hourly rate.
13.2. Additional charges may apply, without limitation, for conditions including but not limited to:
- Excessive dirt or neglect
- Heavy buildup or grease
- Hoarding or extreme clutter
- Pet hair, pet waste, or animal-related conditions
- Construction or renovation debris
- Mold or mildew beyond normal household levels
13.3. Sunday & Special Schedule Surcharge
Cleanings scheduled on Sundays may be subject to a Sunday service surcharge due to limited availability, premium labor costs, and operational considerations.
The applicable surcharge, if any, will be disclosed at the time of booking or prior to service confirmation. By scheduling or allowing a cleaning service to proceed on a Sunday, the Customer expressly agrees to and accepts the disclosed surcharge.
13.4 Parking, Access & City Fees
In certain locations, including downtown or restricted-access areas, paid parking, garage fees, tolls, or access charges may be required for cleaners to perform the service.
Any such fees incurred will be charged to the Customer after service completion, and the Customer authorizes the Company to charge the card on file accordingly.
14. LIMITATION OF LIABILITY & DAMAGE POLICY
14.1 Pre-Existing Conditions
The Company is not responsible for any damage, deterioration, or failure resulting from pre-existing conditions, including but not limited to:
- Normal wear and tear
- Age-related deterioration
- Improper installation
- Loose or unstable fixtures
- Lack of maintenance
- Structural weakness or hidden defects
Household items such as curtain rods, blinds, brackets, shelves, hardware, handles, fixtures, and decorative items may fail during normal handling due to age or prior condition. The Company shall not be liable where such failure would reasonably occur during ordinary use.
14.2 Normal Cleaning Interaction With Household Items
Cleaning services require normal interaction with common household fixtures and items including opening blinds or curtains, wiping surfaces, moving lightweight objects, and similar tasks necessary to perform cleaning.
If an item fails, detaches, collapses, or breaks due to age, corrosion, brittleness, improper mounting, loose hardware, or lack of maintenance, such failure shall be considered a pre-existing condition, and the Company shall not be liable.
14.3 Customer Responsibility for Maintenance
Many household fixtures require periodic tightening, adjustment, or replacement as part of normal home maintenance. The Customer is responsible for ensuring that fixtures, rods, brackets, shelves, blinds, hardware, and similar items are properly installed and maintained prior to service.
The Company is not responsible for breakage resulting from deferred maintenance or aging hardware.
14.4 Antiques, Fragile, or Specialty Items
The Company does not assume responsibility for antiques, heirlooms, fragile items, collectibles, art pieces, or specialty fixtures unless expressly disclosed and agreed to in writing prior to service.
The Customer is responsible for securing or removing such items before the cleaning appointment.
14.5 Reporting of Damage Claims
Any claim for damage must be reported within 24 hours of service completion and must include clear photographic or video evidence.
Failure to report within this timeframe constitutes a waiver of the claim.
14.6 Inspection Requirement / No Customer Self-Repair
Before repairing, replacing, discarding, or hiring any third party to repair an item allegedly damaged during service, the Customer must allow the Company a reasonable opportunity to review and inspect the situation.
The Customer may not repair, replace, or alter the item prior to Company review.
Any repair, replacement, or third-party service performed without the Company’s prior review voids any claim for reimbursement or compensation.
14.7 Determination of Responsibility
If a damage claim is properly reported and documented, the Company will review the evidence and determine whether the damage was directly caused by proven negligence during the cleaning service.
If the Company determines the damage resulted from:
- Pre-existing weakness
- Age-related deterioration
- Improper installation
- Lack of maintenance
- Structural failure during normal use
the claim will not be considered compensable.
14.8 Repair or Replacement
If the Company determines that damage was directly caused by the cleaner’s negligence, the Company may, at its sole discretion:
- Repair the item,
- Replace the item with one of similar age, quality, and function, or
- Provide a reasonable service credit or reimbursement.
Replacement with a brand-new item is not guaranteed, particularly where the original item was aged, discontinued, or beyond its normal service life.
14.9 Standard of Liability
To the fullest extent permitted under Florida law, the Company shall be liable only for direct damages proven to have been caused solely by the Company’s negligence.
14.10 Liability Cap
Any liability of the Company shall be strictly limited to the total value of the cleaning service performed during the visit in question, regardless of the nature of the claim.
14.11 Excluded Damages
Under no circumstances shall the Company be liable for indirect, incidental, consequential, special, or punitive damages, including but not limited to:
- Loss of use
- Loss of income
- Emotional distress
- Business interruption
- Third-party repair costs incurred without Company authorization
14.12 Independent Contractors
The Company utilizes independent contractors to perform cleaning services. The Company shall not be liable for acts or omissions outside the reasonable scope of services managed or controlled by the Company, except as required by applicable law.
14.13 Access & Force Majeure
The Company is not responsible for service limitations or damages resulting from lack of access, unsafe conditions, pets, unavailable utilities, weather events, or circumstances beyond the Company’s reasonable control.
This includes, without limitation, service interruptions or cancellations due to unsafe conditions, unsecured pets, presence of weapons or illegal substances, unavailable utilities, excessive pet-related conditions, or Customer failure to comply with safety and preparation requirements.
15. GOVERNING LAW & VENUE
15.1. This Agreement is governed by the Laws of the State of Florida.
15.2. Any disputes must be resolved exclusively in the courts of Pinellas County, Florida.
16. SEVERABILITY
16.1. If any clause is deemed invalid, all remaining clauses remain fully enforceable under Florida Statutes §672.302.
17. ACKNOWLEDGEMENT
By booking a service, the Customer agrees that they have read, understood, and accepted all terms in this Agreement.
AVAILABLE ONLINE : https://mycleaningangel.com/terms-and-conditions/