Terms of Service
Terms and Conditions of Service
By booking online with SoCal Crystal Clean, you agree to comply with and be bound by the following terms and conditions of service.
Booking, Confirmation and Appointment Details
Service Request: When you request our services, you are agreeing to the terms and conditions specified herein.
Confirmation: Booking a service does not guarantee an immediate spot. You will receive confirmation via email, phone call, or text message once your appointment has been finalized in our system.
Appointment Arrival Window: Cleaning appointment arrivals are scheduled for a certain time; however, specific arrival times are not guaranteed due to the nature of this business. A 1 hour arrival window from the scheduled start time is permitted to accommodate traffic, parking, and unforeseen circumstances. While we strive to adhere to scheduled times, delays may occur. We will notify you by phone or text if we are running behind schedule.
Right to Refuse Service: We reserve the right to deny or terminate service if conditions are unsafe or unsuitable, including but not limited to inappropriate conduct, inaccessible property, disconnected or unavailable utilities (electricity or running water), excessive clutter, unsanitary conditions beyond reasonable expectations, or safety hazards such as exposed wiring or dangerous items. If service is refused on site due to these conditions, applicable cancellation fees will apply.
Safety and Service Limitations
In order to ensure safe working conditions and appropriate boundaries for our cleaners:
• We do not handle mold removal or biohazard cleaning, including bodily fluids or excretions
• Our cleaners will not move or lift items exceeding 25 pounds
• If cleaning is requested behind or underneath heavy furniture or appliances, items must be moved prior to arrival
• Our cleaners will not climb higher than 2 feet on a step stool
• Cleaners do not perform work outside the home
• We do not service hoarding homes
Items not serviced due to safety limitations are not eligible for reclean or refund.
Rescheduling and Cancellation Policy
Notice Period: We require 1 full business day notice for cancellations or modifications.
If more than 1 full business day notice is provided, there is no fee.
If less than 1 full business day notice is provided, a $50 cancellation or rebooking fee will apply.
If the appointment is canceled within 24 hours of the scheduled time, if access cannot be gained, or if utilities are unavailable upon arrival, 100 percent of the appointment cost will be charged and the cleaning will not be completed.
Payment and Pricing
Payment Authorization: Credit card information is collected at the time of booking. Your card may be authorized up to 24 hours prior to the appointment to ensure funds are available. Payment is processed after the service has been completed.
Service Fees: Pricing is based on the home being accurately represented at the time of booking. In rare cases, the cleaner may determine that a more in depth cleaning is required once on site. If this occurs, pricing adjustments will only be made after discussion with and approval from the client.
If we are unable to establish contact or gain access within 60 minutes of arrival, cancellation fees will apply.
Refunds, Recleans, and Touch Ups
If you are not satisfied with the service provided, you must notify us within 24 hours of service completion.
Clients must be present for a post clean walkthrough at the conclusion of the appointment. If the client is not present for the final walkthrough, the right to a reclean may be forfeited. If the client is not present for a walkthrough during the reclean, the right to another reclean or any partial refund is automatically forfeited.
When applicable, a reclean will be offered at no additional charge. Refunds are not guaranteed and are issued solely at the discretion of SoCal Crystal Clean. No refunds are provided for completed services.
Rate Adjustments
Client rates may be adjusted based on changes in service frequency, home condition, or scope of work. Recurring services may be subject to periodic rate increases. Any pricing changes will be communicated in advance.
Customer Responsibilities
Access: Clients must ensure the cleaning team has access to the property at the scheduled time and provide any necessary instructions for entry. Failure to provide access within 60 minutes of arrival will result in applicable cancellation fees.
If the home has a security system, clients must provide necessary codes or instructions.
Cleaning Preparation: Clients are encouraged to minimize clutter to allow access to surfaces. Areas inaccessible due to clutter are not guaranteed to be cleaned.
Cleaning Supplies: We provide standard cleaning supplies and equipment. If specific products are required, clients must notify us in advance and have them available on site.
Pets: Clients are responsible for securing pets. Aggressive or unsafe pets may result in service refusal.
Breakage, Damage, and Loss Policy
While rare, damage or breakage may occur. Any issues must be reported within 24 hours of service completion.
We are not responsible for damage to fragile, valuable, irreplaceable, or improperly secured items, including but not limited to cash, jewelry, art, antiques, or poorly installed fixtures. We are not responsible for damage due to pre existing wear and tear or improper installation.
Holidays
We do not schedule cleanings on the following holidays. If a recurring visit falls on one of these dates, we will coordinate an alternative date.
New Year’s Day
Labor Day
Thanksgiving Day
Christmas Eve
Christmas Day
Governing Law
These terms and conditions are governed by the laws of the State of California, without regard to conflict of law principles.
By booking our services, you acknowledge that you have read, understood, and agree to these Terms and Conditions of Service.
SoCal Crystal Clean reserves the right to update or modify these terms at any time without prior notice.
For questions or concerns, please contact:
SoCal Crystal Clean
Email: info@socalcrystalclean.com