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COASTAL HOUSE CLEANING REFERRAL AGENCY TERMS OF SERVICE

Thank you for visiting our website. This document is our Terms of Service (i.e.”Agreement) for our Company’s website. It is a legally binding contract between our Company; 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 our Company.

 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 and can be found at: https://coastalhouseclean.com/privacy-policy/.  For purposes of this Agreement, Coastal House Cleaning Referral Agency may also mean “We”, “Us” or “Our”. And Customer or Client may also mean “You” or “Your”. 

I. Cleaning Services

Our Company, Coastal House Cleaning Referral Agency provides professional cleaning services in the greater San Diego area such as:

  • Standard Cleaning
  • Deep Cleaning
  • Move-In & Move-Out Cleaning
  • Short Term/Vacation Property Cleaning
  • Post-construction cleanup
  • Office cleaning
  • Commercial cleaning

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. For areas greater than 4,000 sq. ft, please call or email us for a custom quote. Keep in mind that all bookings will always have a two (2) hour arrival window due to unexpected delays or force majeure events. https://coastalhouseclean.com/booking/.    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 our Company 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. 

Time is of the essence. Cleanings are scheduled between 8:00 a.m. and 4:00 p.m. Monday through Friday.  Please call or email us to schedule a weekend cleaning on Saturday or Sunday.  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 $100.00 lockout fee. 

Appointment Window. Our Company permits a 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. 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 not be charged until after the scheduled cleaning has been performed. 

Payment Options and Discounts. We offer four different separate residential cleaning payment options depending upon the frequency. Customers who schedule weekly, bi-weekly and/or monthly cleaning receive between a twenty-five percent up to forty-five percent (25% – 45%) discount on cleaning services.  Please specify the plan selected through our Booking Portal.  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. 

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, please call or email us within 24 hours of the event and we will correct the error at no additional charge to you.

V. Customer Service

Our Company provides customer service on a first come-first served basis. Customers are encouraged to send our Customer Service Department an email containing: their name; contact information; date; and a description of their challenge or problem. One of our qualified Customer Service Representatives will contact you within 24-48 hours. 

VI. 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. 

Cancellation Fee. You understand that our subcontractors and agents 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

24 Hour Notice. We require a minimum of 24 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 to: Info@coastalhouseclean.com or call us at (619) 374-9344. 

Cancellation Fee. Failure to provide notice via email or phone call or failure to provide notice within 24 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 service in less than 24 hours, you understand and agree that you will be charged a $100.00 cancellation fee.  

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. Coastal House Cleaning 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 which may incur additional fees and charges. 

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 our representatives and agents to complete our cleaning service as efficiently as possible. 

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.

Limited Liability.  Please note, neither our Company, its owners; employees; 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, 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.

Before And After Photo Usage Policy. We take pride in the exceptional cleaning services provided by our esteemed partners. To showcase the remarkable transformations achieved by our cleaners, we have a photo usage policy that promotes transparency and celebrates our collaborative efforts.

Our partnered cleaners are authorized to capture before and after photos of the spaces they clean. These photos may be used on our website, blog, and social media platforms to demonstrate our service efficacy and partner professionalism.

Purpose:

  • Demonstrating Expertise: Sharing compelling visual representations of our work exhibits the high standards and expertise of our cleaning professionals, highlighting the transformative power of our services.
  • Building Trust and Transparency: Openly displaying before and after photos fosters trust with our clients, assuring them of our consistent delivery of exceptional cleaning results.
  • Showcasing Success Stories: By visually showcasing our referral agency and cleaning partners’ achievements, we celebrate their dedication and success.

Usage Guidelines:

  • Professionalism and Quality: Photos should reflect the professionalism of our services, emphasizing clear, well-lit images that demonstrate significant improvements.
  • Image Selection: Our marketing team will curate the most relevant and representative photos aligning with our branding and messaging.
  • Client Requests: Client preferences regarding photo usage will be respected.

This policy aims to enhance our online presence, showcase our cleaning partners’ talents, and further build trust and satisfaction with our clients.

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 35 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.

XIII. Indemnification

Customers, users, and visitors of our website and services agree to defend, indemnify, and hold harmless our Company, it’s owners; directors; employees; and agents; from all third-party claims or losses, costs, actions, damages, expenses, or liabilities, that arise from or relate to an individual using or accessing our cleaning services; website; and/or social media sites. This also applies to unforeseen third-party claims.

XIV. Limitation of Liability

Customers understand and agree that they assume all responsibility and risk for accessing and using our: website; platform; content; and/or cleaning services. Our company, its’ owners; employees; or agents will not be liable for any: incidental; indirect; direct; punitive; exemplary; or consequential damages. The term “Damages” may include and is not limited to: loss of Profits; interruption of service; injuries; loss of business/personal information; other loss, claims, or damages.

XV. Force Majeure

Force Majeure means “any event” that might occur that is “beyond our control”, or that of our Customer; or anyone accessing or using our website.  Neither our Company nor our customer shall be responsible for any failure to perform under this agreement if it involves: vandalism, fire, flood, strike, labor unrest, riot, act of civil or military authority, accident, acts or omissions of carriers, or Act of God, or other event beyond their control. When we become aware of any force majeure event, it will be posted on our website, or sent via email for our customers as notification. Any changes in our service, or resumption in our service will be posted on our Company’s website.

XVI. Disputes

1. Mediation. In the event either we or the customer have a dispute about this Agreement, Terms of Service, or its interpretation, we agree to resolve the dispute via Mediation in San Diego, California; and we both agree to share the cost and choice of a Mediator. All proceedings regarding mediation shall be kept confidential and private at all times. 

2. Notice. The disputing party shall send the non-disputing party a thirty (30) day Notice of Intent to file a claim prior to filing in Mediation, giving the parties the ability to resolve the dispute before Mediation. Notices shall be served as provided herein. Upon filing of the complaint, Mediation shall be conducted via California’s Professional Rules governing Arbitration and Mediation. 

3. Prevailing Party. The final decision of the Mediator shall be binding upon the parties, and the prevailing party shall be entitled to reimbursement of any costs and fees, including but not limited to attorney’s fees.

XVII. Notices

Any Notice that is required in this Agreement must be in writing and sent to parties as follows: 

Notice can be delivered via: email or by phone. Customers can send notice or request to be opted out of email notifications by sending a written email to our Customer Service Department at: Info@coastalhouseclean.com. By phone: (619) 374-9344.

XVIII. Non-Solicitation

You understand and agree that during the term of this Agreement and for a period of three years immediately after its termination or expiration, you acknowledge and agree not to solicit any employee; agent; independent contractor; or affiliate; of Coastal House Cleaning 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).

XIX. Modification and Assignment

The customer understands and agrees that this Agreement and their obligations herein may not be assigned, sold, assigned, transferred, or modified, without the prior written consent of an authorized representative of our Company. 

XX. Website Usage

We are providing our customers with a user-friendly, affordable platform to obtain assistance for the purpose residential 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.

XXI. Termination

Our Company reserves the right to terminate or cancel your access to all or any part of our website or services at any time. If we cancel or terminate access, you will receive notice either through the website or email.  If your account or access is terminated, then the terms and conditions in this Terms of Use survive termination and cancellation, including but not limited to: limited liability; warranty disclaimers; indemnification; disputes; and choice of law provisions.

XXII. Rules and Conduct

Please Note: We have a Zero Tolerance Policy for: Spam; harassment; bullying; obscenities; pornography; bigotry; discrimination; and theft. 

Users and customers must not use our website, platform, or services for any improper, illegal, or prohibited purpose. In addition, customers and users warrant not to use our website or services in any way that could affect its’ availability or use; or in connection with any unlawful activity.

XXIII. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the 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.

E-Sign:  Each party to this Agreement and any documents delivered in connection with this Agreement may be electronically signed.  The parties understand and acknowledge that any electronic signatures appearing on this Agreement and any other such documents are the same as handwritten signatures for the purpose of validity and enforceability. 

CONTACT

You can contact Coastal House Cleaning Referral Agency at:

Email: Info@coastalhouseclean.com

By Phone:  (619) 374-9344.

Effective Date: 10/21/2022

© Coastal House Cleaning Referral Agency