TruCleans - Terms & Conditions

Terms & Conditions
Learn More About Our Innovative Approach

We help our clients realize their most important goals. With years of experience and unmatched credentials, TruCleans is uniquely equipped to make a significant and lasting impact on clients’ lives.

We know our clients’ needs are always changing, so continually seek new and improved ways to serve them.

  • a7891ee0-06c9-470a-b155-7200ea491e4b.jpeg
    House Cleaning - Terms & Conditions

    The prices are based on the information provided and are subject to change for special considerations or special needs which can vary job by job. First time cleanings must have Initial Clean At hourly rate . Tax will be added to the price of job. The bids clients are given are before tax. Basements and attics are not included in the bid. You must add them on to your order as an add-on item. ( We don't clean unfinished basements or attics ) Add-on Items - The price for add-on items will be separated on the bid screen. This quote expires in 30 days of the day of this quote. Dishes, laundry, Wall Washing, and Furniture Moving, are not included with service. You are responsible for all these items.

    Customer Guidelines

    Thank you for choosing TruCleans! Below are the
 guidelines we ask our clients to abide by. These guidelines have been
put in place to provide a safe environment for our employees
and set clear expectations with our clients. Please review these guidelines
before your first cleaning and let us know if you have any questions!

    How to prepare for your cleaning:

    We are thrilled to come clean for you and want to be able to leave your house
sparkling. In order for us to be able to provide the highest quality cleaning
 possible, we would just ask for you to do a couple things to prepare for our arrival.
Please put away anything that would inhibit us from cleaning certain areas, such as 
loose papers, dog toys, children’s toys, clutter, etc. Please make sure all dishes are put away so that we can thoroughly clean your kitchen. In addition, anything of
a sensitive nature is put away.

    Technology:

    TruCleans utilizes technology to its fullest to provide an even
smoother customer experience! You will receive an automated reminder email or 
text four days prior to service as well as a reminder email or text the day before.
You will also
receive a follow up survey after each cleaning via email or text and you can add photos to the survey.
No cash or checks are accepted and all services will be billed to the card on file.
 Our cleaning techs clock in and out from our scheduling app on their tablets and 
GPS coordinates are registered at time of input. This is to make sure they have
arrived and left safely.

    Initial Cleaning Estimate:

    We take many variables into account when we give an initial cleaning estimate but
due to it being given over the phone, online quote center, or email our cleaning
technicians will let us know if extra time is needed to perform our full scope of
service in your home. TruCleans will call you about an hour before
your initial clean is scheduled to be completed, and let you know if the home will
 require extra time due to things like higher dirt level than anticipated, square footage larger than reported, high number 
of knick knacks/trinkets, etc. You will have the option to approve the extra time, or
stay within your original estimate, understanding it will be left incomplete. TruCleans will never charge your card for any extra time without consent.

    Working in the home:

    The cleaning techs need to be able to work without distractions. Every effort is
made for the cleaners to work safely, but we cannot assume liability for the safety
 of others while cleaning your home. This includes children and pets. In the event
the cleaners are not able to work without distractions that affect their ability to
work in their normal speed, TruCleans reserves the right to charge
for their extra time spent in the client’s home.
If for any reason a cleaning tech of TruCleans feels that their
personal safety is in danger enough to leave the job site due to actions by the
client, client’s guests or animals, the client will be liable for the full cost of the
service. 
If you smoke in your home, we would just ask that you refrain from smoking
around the cleaning technicians due to smoke allergies. Thank you so much for
 your understanding!

    BIO-HAZARD:

    Our cleaning technicians’ safety and health is of the utmost importance to us, so
we ask for you to let us know if there are any potential bio-hazard situations. These 
can include mold, rodent or bug infestations of any kind, or human or pet urination
or feces. If a bio-hazard situation is evident, our technicians will not be able to
service your home and you will be charged the full rate of cleaning. Follow-up
service cannot be performed until documentation is presented showing the
situation has been resolved.

    Safety:

    Our number one concern is for the safety of our clients and our cleaning 
technicians. TruCleans is insured and bonded and cannot perform
any cleaning higher than a three-step ladder. Any heavy or large furniture must be
moved away from the walls in order to clean behind them. Our cleaning techs will
not move furniture, in order to prevent damage and remain safe. Also, for safety
reason we can’t not make top bunk beds.

    Time of service:

    It is very difficult to commit to an exact arrival time (apart from first thing in the
morning) because of our ever-changing schedule and the fact that we don’t finish
cleaning each home at an exact time. We service homes between the hours of 8:30
AM and 4:30 PM and will strive to be at your home within a 3-hour window of 
the estimated given to you.

    Entry to your home:

    We offer 2 entry options to choose from:
1. The client may opt to be home to allow access to their home the day of the 
service.
Please prepare for your cleaner to arrive. If no one is home or our cleaners
are turned away for any reason you will be charged half the service price for
 that day. 
2. The client provides a, garage door opener, key, or code to gain access to the
home. In the event the code given is not correct and cleaners cannot gain
access to the home the client is responsible for the lock out and a
cancellation fee of half the price of that day’s service will be charged to your
credit card on file.

    NOTE: 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, TruCleans will not be held liable for any damages or theft to
the client’s home.

    Home alarm systems:

    TruCleans will not be liable for any false alarm charges due to code
changes not brought to their attention before servicing the home.
 Schedule changes, cancellation of service:
In the event that you reschedule, skip, add or cancel your service, we ask
that you give a (72) hour notice. Without a (72) hour notice you will be
charged $125.00. Cancellations on the same day of service for any reason
 will be charged half the rate of service, Or $199 what ever is greater. All cancellations must be made
through our office. (440) 409-7040
 NOTE: All cancellations will also cause the rate for your next cleaning to increase
if it requires more time than usual.

    Payment:

    The cleaning technicians do not handle any form of payment.
TruCleans requires a credit or debit card on file at the time of
booking. Your card will be charged the morning of your cleaning before service. If
card is declined, payment information must be updated with our office before
service will be performed. In addition, a cancellation fee equal to half the service
cost will be added if information is not updated same day resulting in cancelled
service.
For first time cleaning, your card will be charged half the service price before
arrival, and the remainder after service is complete due to the fact that your first
time cleaning price is an estimate and cannot be confirmed until about halfway
through service.
Tipping the cleaning techs is never required but always appreciated. Thank you in
advance if you choose to do so.

    TruCleans has a 72-hour cancellation policy, if a 72-hour notice is given, a refund will be credited back to your card minus a $15.00 Cancelation Refund Fee.

    Any notice less than 72 hours will be charged $125.00 and will be deducted from the deposit or the difference will be charged to the credit card on file.

    If the client is due a remaining balance, there will be a $15.00 Cancelation Refund Fee.If the cancelation is on the day of service, the deposit is nonrefundable. If your deposit is under our 1 hour minimum you will be charged the difference of $155.00.

    Price increases:

    Clients are given advance notice of any price increases. TruCleans
reserves the right to raise prices at any time.

    Quality Control:

    Please expect
random quality checks to happen on your home by a quality control manager to
make sure you are receiving consistently fantastic service! All quality checks take
place during the final phase of cleaning or shortly after.

    Pets:

    We love our clients’ pets! But for their own safety and the safety of our cleaning
techs, please put your large or skittish pets in a secure area of the home. Our
cleaning technicians cannot clean animal feces of any kind in order to prevent
cross contamination.

    Breakage:

    We take many variables into account when we give an initial cleaning estimate but
due to it being given over the phone, online quote center, or email our cleaning
technicians will let us know if extra time is needed to perform our full scope of
service in your home. TruCleans will call you about an hour before
your initial clean is scheduled to be completed, and let you know if the home will
require extra time due to things like higher dirt level than anticipated, square footage larger than reported, high number
of knick knacks/trinkets, etc. You will have the option to approve the extra time, or
stay within your original estimate, understanding it will be left incomplete. We will never charge your card for any extra time without consent.

    Damage:

    Client should point out any damage to surfaces during walkthrough and before
service begins.
TruCleans is sometimes called in to correct damage that was
already there or that another cleaning company was responsible for. In this case
we may require that the client sign off on a pre-existing surface damage waiver.
In areas of the home with extreme clutter TruCleans reserves the
right to skip those areas in order to avoid damaging items or injuring the cleaning
techs.
Surfaces such as hardwood floors and natural stone should be in good condition
and ready to clean without causing harm to the surfaces when using a neutral pH
cleaner.
TruCleans uses non-toxic, Eco-friendly products that do not stain or
warp any surfaces. If you would like us to use your products instead, please
understand TruCleans will not be held liable for any damage caused
by your products.

    Non-Solicitation of employees:

    When a client enters into an agreement for services with TruCleans
the client understands that they will pay a [$2,500] training fee to TruCleans if they engage in a working relationship directly with any employee of
TruCleans during the course of service other than through TruCleans

    Agreement to Terms

    By accepting an estimate, the Client agrees that all the specifications and conditions are satisfactory and hereby accepted. You authorize TruCleans to do the work as specified on the proposal/estimate form. You release TruCleans, from property damage unless damage is caused by gross negligence or willful misconduct.

    Our guarantee:
We want you to be absolutely delighted with the cleaning service! Report any
concerns to our office at (440) 409-7040 or to staff@trucleans.com
within 24 hours after the service. We will return and re-clean the area(s) of concern
at no cost to you.

  • Carpet cleaning
    Carpet & Upholstery - Terms & Conditions

    The prices are based on the information provided and are subject to change for special considerations or special needs which can vary job by job. Move furniture out of rooms to be cleaned such as couch, chairs, coffee table, crib... Will not move large items, such as pianos, china cabinets, armories, antiques, entertainment centers, etc...) Will return furniture to original location when cleaning is complete.

    1. These terms and conditions constitute the full and complete service agreement (the "Agreement") between you (the "Customer") and Dolly’s Maid Service ("DBA TruCleans")
    2. Please take some time to review this Agreement. Use of our services constitutes your acceptance of these terms and conditions.
    3. 1. Carpet and Upholstery Cleaning Services
    4. a. Subject to the terms of this Agreement, TruCleans agrees to provide carpet and upholstery cleaning services (the "Service") to the Customer at an address specified by the Customer (the "Premises").
    5. b. The Service will be for such carpet cleaning and upholstery cleaning services as agreed with the Customer at the time of booking.
    6. c. TruCleans will provide one or more carpet cleaning technicians (the "Carpet Cleaner") to attend the Premises to provide the Service at a time and date mutually agreed between TruCleans and the Customer (the "Service Time").
    7. d. TruCleans endeavors to provide the Service faithfully, diligently and in a timely and professional manner.
    8. 2. Additions and Amendments
    9. a. Any changes to the Service to be provided must be agreed by TruCleans prior to the Service Time.
    10. b. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contactTruCleans by telephone, who may agree to provide the additional services in its absolute discretion. The Carpet Cleaner is not authorized to agree to any changes to the Service being provided. The Customer must not request such changes directly from the Carpet Cleaner.
    11. 3. Customer Representations and Warranties
    12. The Customer represents and warrants that:
    13. a. it will provide a safe working environment at the Premises for the Carpet Cleaner to perform the Service;
    14. b. the Carpet Cleaner will have unencumbered and unobstructed access to those areas of the Premises requiring the Service;
    15. c. it will provide the Carpet Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Carpet Cleaner to provide the Service;
    16. d. It will advise TruCleans prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers.
    17. e. it is authorized to use the Premises and obtain the provision of Service;
    18. f. It will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
    19. 4. Health and Safety Risks
    20. In addition to the obligations and warranties set out in clause 3 above, the Customer acknowledges and agrees that:
    21. a. the Carpet Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises;
    22. b. the Carpet Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Carpet Cleaner, a risk to health and safety.
    23. c. Moisture on your furniture and carpets can present a slip hazard on nearby hard surface areas, we ask that the Customer avoid any areas that we are cleaning, and will advise any other guests, residents or contractors of this hazard until the carpets are dry.
    24. d. The Customer must agree to keep children or dependents away from any equipment or hot water being used as a part of the carpet and upholstery cleaning process.
    25. e. The Customer must ensure that the environment that the Customer is inviting the Carpet Cleaner to work in, is a safe environment free from electrical or structural hazard.
    26. f. Carpet cleaning solutions should be considered poisonous, and are not for human consumption.
    27. 5. Bookings
    28. a. The Customer may make a booking either in person, by telephone, email or on the TruCleans Carpet Cleaning website.
    29. b. At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers.
    30. c. TruCleans provides all quotations at the time of booking.
    31. d. TruCleans reserves the right not to accept a booking for any reason.
    32. 6. Job Quotations
    33. a. The actual price payable by the Customer is the quoted price provided by TruCleans.
    34. b. Any price quoted by TruCleans is an estimate only based on TruCleans's experience, without inspection, and based on information provided by the Customer.
    35. c. Quotes are valid for a period of 30 days from the date of the quote.
    36. d. The quote we provide over the telephone or via email through the internet on the TruCleans Carpet Cleaning website, is based on information provided by the Customer to TruCleans, and in the absence of specific room, or clearly definable descriptions will be based on standard room sizes/seating positions. If the actual work to be performed is different to what has been quoted for, the price will vary accordingly.
    37. e. The Carpet Cleaner may quote extra after inspection if there are extra rooms or areas that TruCleans were not informed of during the quotation process or if the condition of the carpet or upholstery is deemed to be different from the information provided by the Customer.
    38. f. The Carpet Cleaner will confirm the price with the Customer before work commences.
    39. g. When the Carpet Cleaner arrives at the Premises they will inspect the areas the Customer has requested to be cleaned.
    40. h. Maximum room size applies for advertised or quoted 'per room' pricing structures. Maximum room size is 14 square meters and is based on a standard furnished room. Rooms less than 14 square meters will count as 1 standard room. Rooms over 14 square meters but under 28 square meters will count as 2 standard rooms.
    41. i. Carpeted steps are quoted per step.
    42. j. Upholstery cleaning prices are per seating position and are subject to the condition of the upholstery. Additional charges may apply for recliners, ottomans, chaises and loose cushions.
    43. k. Spot and stain removal is included in TruCleans’s carpet and upholstery cleaning price and the steam cleaning process.
    44. 7. Stains
    45. a. The Carpet Cleaner will inspect the carpet, upholstery and stains before the Service commences.
    46. b. Stains derived from bleaching agents, acids and permanent dyes may be permanent and cannot be removed with any treatment. TruCleans and the Carpet Cleaner, does not guarantee stain removal for permanent stains.
    47. c. TruCleans cannot be responsible for any pre-existing condition that is not apparent upon visual inspection of the Premises.
    48. d. The Carpet Cleaner may deem it 'unfeasible' to remove a particular stain or mark on the carpet when compared to the cost of replacement.
    49. 8. Cancellation Fees and Other Charges
    50. a. The minimum charge for any Service is $99.00.
    51. b. Surcharges may be charged on any Service booked for weekends, after hours and public holidays.
    52. c. The Customer must telephone TruCleans 48 hours before the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.
    53. d. In the event that such notice has been given, TruCleans will endeavor to reschedule the Service if required.
    54. e. In the event that the Customer does not provide notice 72 hours before the commencement of the Service, the Customer agrees to pay a cancellation fee (minimum of $125.00) for administrative costs and loss. Same-day cancellation a fee of $199 will be charged.
    55. 9. Fee for Non-Access to Premises
    56. In the event that the Customer does not provide unencumbered access the Premises for TruCleans or its Carpet Cleaners to provide the Service, the Customer agrees to pay a cancellation fee equivalent to the minimum charge (inclusive of GST) for administrative and travel costs.
    57. 10. Payment Terms
    58. a. The Customer agrees to pay the price quoted by TruCleans in full prior to or at the Service Time, unless otherwise agreed in advance with TruCleans.
    59. b. If no payment has been made by the Service Time, TruCleans will use reasonable endeavors to contact the Customer for payment. In the event that TruCleans cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees or charges due set out in clause 8.
    60. c. Payments may be made in cash, cheque or via bank deposit or bank transfer. Payments by bank deposit or bank transfer should be made to:
    61. d. Cheque payments should be made payable to TruCleans Carpet Cleaning. If a payment is made by cheque then the Customer guarantees that there are sufficient funds in the cheque account to meet the payment of the cheque. If, for any reason whatsoever the cheque is not honored, then the Customer will meet all additional costs incurred by the company. The minimum charge the Customer will incur for each dishonored cheque will be $40.00.
    62. 11. GST
    63. Unless specified otherwise, all prices and quotations are expressed to be GST inclusive.
    64. 12. Late Payment Fee
    65. a. Where TruCleans has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date.
    66. b. The Customer agrees that if TruCleans has not received payment in full for the Service within one calendar month of the original invoice date than a late payment fee of $25 applies for the first month. Interest will be charged on the fixed rate of 10% per annum on each day that any amount remains outstanding thereafter.
    67. c. If the Customer’s account is outstanding for more than 3 months, we will call at the Premises to collect payment in person, in which case an additional $90 minimum call out fee will apply.
    68. d. TruCleans reserves the right to pass the debt on to a collection agency and refer the Customers personal details to credit reporting agencies if the Customer’s account remains overdue past this point. This will incur additional charge.
    69. e. In addition to the amounts set out above, the Customer agrees to indemnify TruCleans for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by TruCleans in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.
    70. 13. Non-Appearance
    71. If a Carpet Cleaner fails to attend the Premises within 1 hour of the Service Time and does not provide the requested Service, TruCleans will provide the Customer with either:
    72. a. a full refund of payments made by the Customer; or
    73. b. Offer to reschedule the Service at another time mutually agreed between the Customer and TruCleans.
    74. 14. Complaints
    75. a. If the Customer is dissatisfied for any reason with the Service provided, it must inform TruCleans within 24 hours of completion of the Service. TruCleans strives to achieve 100% customer satisfaction and will endeavor to resolve the problem quickly and efficiently.
    76. b. In the event of a customer complaint, the Customer undertakes to give TruCleans the opportunity to rectify all work. Subject to clause 15, TruCleans may, at its discretion, offer the Customer either of the following:
    77. i. a partial or full refund;
    78. ii. re-supply of the Service without charge;
    79. iii. Such other remedy as deemed appropriate by TruCleans.
    80. 15. Exclusions and Limitations
    81. a. The only conditions and warranties which are binding on TruCleans in respect of the state, quality or condition of goods and services supplied by TruCleans to Customers are those imposed and required to be binding by statute (including the Trade Practices Act 1974).
    82. b. To the extent permitted by statute, the liability, if any, of TruCleans is, at TruCleans’s option, limited to and completely discharged by the resupply of the Service. TruCleans is not responsible for:
    83. i. not completing or providing the Service as a result of a breach of a warranty by the Customer in clause 3 (including a failure by the Customer to provide utility services, a safe working environment or unencumbered access to the Premises); or
    84. ii. not completing or providing the Service as a result of the Carpet Cleaner not proceeding for health and safety reasons under clause 4;
    85. iii. any loss or damage incurred by the Customer or any third party as a result of the effects of a force major, being any event beyond the reasonable control of TruCleans;
    86. iv. not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service;
    87. v. wear, damage or stains that can not be completely cleaned or removed;
    88. Vi. any wear or discoloring of fabric or surfaces becoming more visible once dirt has been removed;
    89. vii. any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the Premises; or
    90. viii. The cost of any key replacement or locksmith fees, unless keys were lost by TruCleans or the Carpet Cleaner.
    91. c. Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the Service which may apart from this clause be binding on TruCleans are excluded.
    92. d. The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including time elapsed since Premises was last carpet cleaned and nature of carpet and upholstery cleaning required), and that TruCleans gives no guarantee as to the actual results of the Service.
    93. e. Except to the extent provided in this clause, TruCleans has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by TruCleans (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by TruCleans).
    94. 16. Indemnity
    95. The Customer indemnifies TruCleans against:
    96. a. all losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in clause 3; and
    97. b. All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by TruCleans in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).
    98. 17. Accidents, Breakage, Damage & Theft
    99. a. The Customer must inform TruCleans of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Carpet Cleaner within 24 hours of completion of the Service.
    100. b. To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to TruCleans within 24 hours of completion of the Service.
    101. c. To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of TruCleans under these terms and conditions: cash, jewelry, art, antiques, and items of sentimental value.
    102. 18. Termination
    103. a. This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service Time.
    104. b. Subject to clause 18(c), TruCleans may terminate this Agreement by providing the Customer with at least 24 hours notice prior to the Service Time.
    105. c. TruCleans may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of TruCleans, that breach is incapable of remedy.
    106. 19. Changes to this Agreement
    107. a. TruCleans reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on the TruCleans Carpet Cleaning website. Each updated agreement will take effect 24 hours after it has been published on the website.
    108. b. The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular carpet cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed.
    109. 20. Law & Jurisdiction
    110. The Customer and TruCleans acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Ohio and both agree to submit to the exclusive jurisdiction of the courts of
      Ohio in the event of any dispute.
    111. 21. Sever ability
    112. The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding.
    113. 22. Copyright
    114. The content of this Agreement is protected by international copyright laws and may be used for personal reference only. Subject to applicable law, permission to copy, alter, reproduce, publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of TruCleans Carpet Cleaning.

TruCleans - Terms & Conditions

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