Service Agreement

Service Times: We have an estimated two-hour arrival window. Please allow for an open time frame rather than exact arrival time. We do our best to be prompt and meet the service time indicated, but the unpredictability of traffic, parking, and other surprises may affect our schedule. If we are going to be more than 45 minutes late, we will contact you. We appreciate your flexibility!

Preparation before we come to clean: Please ensure that the office is picked up before our arrival i.e. desk items are put away, dishes are cleared from the sink, surfaces cleared from paper, food, etc.

Once we arrive: Any work performed outside of the scope of work such as de-cluttering or organizing will be invoiced separately.  This applies to any situation, which would prevent us from initiating the cleaning process at arrival. If you do not approve of the extra charge, then we will completely avoid the areas.

Refunds: We do not offer refunds on services that already have been completed. However, if we receive prompt notification within 48 hours after the service was completed, we will examine the problem. If the problem involves the quality of service we have rendered, we pledge to correct the issue at no extra charge.

If we do not receive notice of a problem within 48 hours of the service, or if you decide to correct the problem yourself, we will not be able to fix the problem for you nor will you be compensated for your inconvenience.

Payment Policy: Billing terms are provided with your quote. All payments are due promptly. We accept, Credit cards, Debit cards, and Mailed Checks.

Cancellation Policy: Please email us at [email protected], at least 48 hours prior to your scheduled service during business hours (8:00 a.m. – 5:30 p.m.) excluding weekends and holidays. If a booking is rescheduled/canceled less than 48 hours in advance, a cancellation fee will be charged.

Same-Day Cancellation / Lock-Out Policy: If you cancel the day of service or if your Service Professional is unable to enter the property, there will be a cancellation fee of 100% of your scheduled service cost.

Delay in Access: If we are locked out our Service Professionals will try and reach you via call and text and the office will try and reach you via call, text, and email. We will only wait for your response for 15 minutes. If we do not receive a response from you, we will leave, and you will be charged a same-day cancellation fee. Please understand that unlike other industries such as retail, hairdressers, etc. we in the cleaning industry do not have the luxury of walk-in customers to supplement our schedules when a client cancels without enough notice. When we schedule your booking, we reserve that time for you. We must adhere strictly to this policy to prevent lost wages for your Service Professionals. Remember, we reserve the time for you and your Service Professionals are looking forward to the scheduled hours. Cancellations cost them dearly, and we find that if they lose out too often, they quit. You are vital in helping us to retain our excellent staff. We understand that you do not want to see strangers every time we come to visit, and we don’t want to have a continual revolving door of new hires either.

Late Fee: If your account is paid more than 10 days late for any reason, we charge an automatic $40 administration fee and interest will start accruing after 30 days at the rate of one and a half percent (1.5%) per month and twelve percent (12%) per annum and any other associated collection fees on all overdue amounts. Seacoast Cleaning reserves all rights available under New Hampshire law to collect any amounts due and owed under this agreement.

Returned Check Fee: Returned checks are subject to a $50 processing fee, and a late payment fee of $25 Any check returned from your bank will be assessed an additional fee of $35, if made right within three days of notification. Checks not made right within three days are subject to legal and/or collection fees.

Credit Card Chargebacks: You agree that you will not chargeback any credit card or debit card payments made to Seacoast Cleaning for any reason. You must notify Seacoast Cleaning in writing via email of any item in dispute within 48 hours of service completion/delivery date. Seacoast Cleaning will make all attempts to validate your dispute in accordance with company policy, guidelines, rules or management discretion. If Seacoast Cleaning accepts the claim, it will issue a credit back to your Seacoast Cleaning account or credit your card back for the accepted claim and accepted claim amount. Seacoast Cleaning has the sole discretion to accept any customer dispute claim. Under the terms of service agreement with Seacoast Cleaning, you accept waiving your credit card chargeback rights for any disputes surrounding the services charged by Seacoast Cleaning. This terms of service agreement herein you also authorize your credit card company or debit card bank and/or Seacoast Cleaning to reverse any chargebacks made by you the cardholder or account holder at any-time as part of your chargeback waiver. At any time, you may contact Seacoast Cleaning or go online to your account and remove your credit card or debit on file as your form of payment. If you decide to file a dispute with your credit card for a service we provided or any applicable fees within our service agreement and a chargeback is successful, we will pursue the matter in small claims court which will include the fee, plus court costs, and all other time-related expenses.

Health Matters: If you or anyone in your facility is sick or has a contagious illness, please let us know at least 24 hours before your scheduled service so that we can take precautions or choose to re-schedule your job. Please note that due to health reasons, we do not clean up blood, vomit, and feces outside of a toilet.

PLEASE BE ADVISED WE ASSUME NO LIABILITY FOR DAMAGE OR LOSS OF ITEMS THAT ARE NOT SECURED PROPERLY, OR THAT WERE DAMAGED BEFORE OUR SERVICE. (Example: Antiques, heirlooms, heavy pictures not adequately hung, floating shelves not properly secured, etc.) Curio or nick-knack items of extreme value, (monetary or sentimental) should be stored in a case behind glass or dusted & cleaned by the owner. All surfaces (i.e., Marble, granite, hardwood floors, etc.) are assumed to be correctly sealed and ready to clean without causing harm when common cleansers are used. Ask our office for details on insurance limits. If you have any antiques/heirlooms: We stress to clients that we are careful, but the fragility of those fabrics, woods, threads, etc., make cleaning them a risk. If they want us to clean them, they assume the risk. We need to be able to work freely and without distractions. Every effort is made to work safely and cautiously, but we cannot assume liability for the safety of others while servicing your facility. Be advised that if we are subject to distractions that affect our ability to work in our usual fashion or speed, we reserve the right to charge for our extra time spent. If for any reason a staff member of Seacoast Cleaning feels that their safety is in danger enough to leave the job site due to your facility being in unsafe conditions or due to actions made by the client, a pet, guests of the clients, or others at the job site, Seacoast Cleanings client will remain liable for the full cost of the service purchased. Although we are professionals, we are not miracle workers. Sometimes we are called in too late to correct the damage that is already complete to some surfaces. Other areas/items may take a couple of cleanings to look their very best. In cases of extremely cluttered areas or surfaces, we reserve the right to use our prerogative to skip those areas to avoid damaging items or hurting ourselves.