1. General Service Terms

By scheduling or approving cleaning services with Excellence Cleaning Pro LLC, customers agree to the applicable scope of work, pricing, payment terms, and service policies communicated at booking or included in their estimate or service agreement.

2. Right to Refuse or Discontinue Service

Excellence Cleaning Pro LLC reserves the right to decline, postpone, or discontinue service when we reasonably determine that property conditions may present a health or safety risk to our employees or prevent the work from being performed safely. Examples may include hazardous materials, human or animal waste, excessive mold, pest or insect infestations, exposed needles or sharp objects, unsafe structural conditions, dangerous animals, illegal substances, or excessive clutter that prevents safe access. If an unsafe condition is discovered after arrival, our team may stop work and contact management.

3. Hoarding, Excessive Clutter & Undisclosed Conditions

Standard estimates assume reasonably accessible areas. Significant clutter, hoarding conditions, unusually heavy soil, excessive trash, or conditions requiring substantially more labor than disclosed may require additional time, employees, specialized services, or revised pricing. If the actual condition is materially different from the information used to prepare the quote, we may provide a revised estimate before continuing. We reserve the right to decline a project that cannot be safely or appropriately serviced by our team.

4. Furniture & Heavy Items

For employee safety and injury prevention, our cleaning professionals are not required to lift, carry, or move furniture, appliances, boxes, or other objects weighing more than 25 pounds. Customers should move heavy items before service if they want the area underneath or behind them cleaned.

5. Property Access & Pets

Customers are responsible for providing safe and timely access to the property and for communicating alarm, lockbox, parking, pet, restricted-room, or other important instructions in advance. Pets that may interfere with cleaning or create a safety concern should be safely secured. We may decline or discontinue service if an animal or access condition creates a safety risk.

6. Customer Satisfaction – 48-Hour Reporting Policy

If a customer believes an area included in the agreed scope was missed or not cleaned satisfactorily, the concern must be reported within 48 hours after completion of the service. Please provide details and, when appropriate, photographs.
We will review timely concerns and determine an appropriate resolution, which may include a return visit to address an eligible area. Requests made after the 48-hour reporting period may not be eligible for a complimentary return visit, service credit, or refund, except where otherwise required by applicable law.

7. Residential Cancellation & Rescheduling Policy

Residential customers must provide at least 48 hours’ notice before the scheduled service to cancel or reschedule. We reserve that appointment time for the customer and schedule our employees accordingly, which may prevent us from accepting another job for that time. If a residential service is cancelled or rescheduled with less than 48 hours’ notice, the customer may be charged up to the full scheduled service amount, subject to applicable law and any written terms provided at booking.

If a customer cancels at least 48 hours before the scheduled service and a refundable deposit has already been paid, the eligible deposit will be returned to the original payment method. We will initiate the refund promptly; once processed, it generally may take approximately 2-3 business days to appear, depending on the payment processor and financial institution.

8. Residential Payments

Any required deposit must be paid according to the estimate or booking terms. Unless otherwise agreed in writing, the remaining residential balance is due immediately upon completion of the cleaning service. Payments may be processed through Jobber and its applicable payment-processing services.

9. Commercial Payments

Commercial customers will be invoiced according to the terms in their proposal, service agreement, or invoice. Unless different terms have been agreed to in writing, commercial invoices are due no later than 30 days after the applicable invoice/service terms. Any special payment arrangement must be approved by Excellence Cleaning Pro LLC in writing.

10. Changes to Scope & Additional Work

Quotes are based on the information provided and the agreed scope of work. Additional areas, services requested on the day of cleaning, unusually heavy buildup, excessive clutter, or conditions materially different from those originally described may result in additional charges. We will make reasonable efforts to communicate significant changes before performing work outside the original scope.

11. Delicate Items & Pre-Existing Conditions

Customers should notify us before service of delicate surfaces, fragile or valuable items, specialty finishes, damaged furniture, loose fixtures, unstable items, or surfaces requiring special instructions. Valuable or irreplaceable items should be safely stored before service. We are not responsible for ordinary wear and tear or damage that existed before our service. Concerns involving possible damage during service should be reported promptly for review.

12. Cleaning Products & Special Requests

We use a variety of professional cleaning products and can accommodate requests for eco-friendly products when available and appropriate. Customers should notify us in advance about allergies, sensitivities, specialty surfaces, or products they do not want used.

13. Health & Safety

The health and safety of our employees and customers are a priority. Employees are not required to perform work that management reasonably determines could expose them to hazardous or unsafe conditions. Certain situations may require specialized remediation or another qualified provider before standard cleaning can be performed.

14. Insurance & Claims

Excellence Cleaning Pro LLC maintains Workers’ Compensation and General Liability Insurance for its business operations. If a customer believes property damage occurred as a direct result of services performed by our employees, the customer should notify us promptly so the matter can be documented and reviewed. Claims will be evaluated based on the circumstances, available documentation, applicable insurance coverage, contractual terms, and applicable law.

15. Photos & Service Documentation

Excellence Cleaning Pro LLC may document property conditions when reasonably necessary for estimates, quality control, service verification, safety concerns, or pre-existing-condition documentation. Public or promotional use of identifiable customer-property photos should be handled only with appropriate customer authorization.

16. Contact

Excellence Cleaning Pro LLC
Dedham, Massachusetts/
Website: excellencecleaningpro.com
Email: info@ExcellenceCleaningPro.com
Phone/Text: 781-730-3131