Terms of service.
By scheduling a one time or recurring service with MVP Cleaning LLC, you are agreeing to the following terms and conditions.
We love our work and happily do just about any kind of cleaning to help our customers. On the other hand, to maintain a high standard of quality, there are some limitations on what we can do.
Definitions
“The Company ” & “MVP Cleaning” – means MVP Cleaning and/or any franchisees trading under a franchisee agreement
“Cleaner” – means the person or firm carrying out cleaning services on behalf of the Company.
“Client” – means the person, firm or corporate body together with any subsidiary or associated company as defined by the Companies Act 1985 to whom the cleaning services are supplied by the Company.
“Service” – means the cleaning services carried out on behalf of the Company.We reserve the right to cancel any service, for any reason. Racism, sexism, or disrespect towards our staff will result in immediate and permanent termination of service.
Health of our staff is paramount. We do not allow our staff to:
climb heights beyond what's reachable on a three-step ladder;
move or lift heavy furniture (requiring assistance of one more person to move);
clean bio-hazardous substances (including animal or human waste);
clean areas infested with insects;
clean areas with mold;
perform any other tasks that may jeopardize their health or safety.
We do not assume liability for the health and safety of your pets. While we are very mindful and careful about your pets, you are in the best position to ensure their safety and wellbeing.
Trash Disposal: We require that we leave any collected trash in the garbage bin at the homeowner’s location. We cannot take trash with us.
100% Satisfaction Guarantee – If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a cleaner will be sent back to your home to redo that area. Our technicians must be allowed to come back within 48 business hours from the original cleaning. We are not able to offer cash refunds or discounts for poor quality on the original bill in place of a redo.
To Book: A $50-$100 non-refundable deposit for all new cleaning appointments and as-needed cleanings is required.
Billing: We accept most Credit Cards, CashApp, Venmo, Zelle, or Cash. The customer will be required to pay all cost associated with collection procedures and any late charges should the account ever become delinquent. Payment is due immediately after the service has been provided. A $10 late fee will be added every 3 days payment is delayed.
Cleaning rates are subject to change as the condition of your home or office changes. Additional services need to be requested in advance so we can schedule the additional time needed.
In Order to Provide you with the best possible service; Please make your home accessible by:
By providing a unique door code or lockbox code. A fee will be charged if we are unable to access your home. (see lockout policy below)
Turn off alarm systems. If you choose to leave the alarm armed, we are always diligent and careful to disarm and rearm the alarm according to your instructions. However, we will not be held responsible for false alarms or misuse of the alarm system, including charges from a local police department or security company or other charges related to an activated alarm. No exceptions.
Additionally, you agree to hold harmless and/or release from liability MVP Cleaning from any and all liability relating to any failure of the alarm or not arming the alarm properly.
Allow for full access to the home. Our technicians perform their work in a specific order to ensure efficiency and thoroughness. If you need to direct our technicians to clean certain areas first or to clean in a different order, this adds additional time to your cleaning. We are happy to offer this service if needed, but you must call ahead of your cleaning so we can schedule the additional time. Any additional time accrued by our team will be charged at our current hourly rate in fifteen minute increments.
Have your home picked up and ready to be cleaned. Hourly charges may be incurred if cleaning technicians require more time if your home is not ready to be cleaned or if a job is underestimated due to the condition of the home.
Due to potential health risks for the cleaner it is our policy that the cleaner does not clean or handle any biohazards. The cleaner will not clean animal cages or litter boxes, animal droppings, human feces, urine, vomit, blood, soiled clothing or other similar biohazards. Should any member of your home or office require the use of syringes, please ensure that they are disposed of safely. Any secure container, such as a metal container, may be used to store used syringes and/or needles prior to final disposal. Any unexpected stab by an insecure needle can pose serious health concerns to our cleaners. If anyone in your home or office has a medical issue that could result in the cleaner’s ill health, we ask that you make us aware of that situation.
PLEASE NOTE: If we are not able to clean the entire space due to the conditions, you will still be responsible for the full cost of the cleaning.
Our cleaners exercise reasonable care when cleaning. We do carry insurance for damage or breakage caused by our cleaners. We are not liable for damage that is caused by “normal wear and tear”, improper installation of an item(s), or artwork, collectibles or family heirlooms valued over $200 and that is not disclosed during the time of making the appointment. If any damage or perceived damage is noticed after the cleaners have left, the customer must notify MVP Cleaning LLC within 24 hours of any problem that may have occurred at the address during that day and time of the scheduled cleaning. We will do our best to resolve the problem and come up with a reasonable solution. These items include but are not limited to the following examples:
Carpet & Rug Snags - Carpet snags are the result of exposed loops caused by normal wear and tear, moving furniture, etc. which are snagged by a vacuum’s roller brush. We use Panasonic and Shark vacuums that are set to industry standards (which cannot be adjusted). In order to limit snags or fraying, we will try our best not to go near the bad areas of carpeting/rugs.
Broken Blinds - Customers should be aware that there are some inherent risks each time your blinds are cleaned. Blinds will become brittle from daily exposure to the sun and aging, and strings/chords will weaken over time resulting in breaks.
Improperly hung pictures/decorations/mirrors - If these items are securely/properly attached to the wall, they should not fall when the item is dusted/wiped.
Artwork, Collectibles or Family Heirlooms valued over $200 - These items are expensive and/or impossible to replace. In that case, we do not assume the risk of cleaning such items. It is the customer’s responsibility to inform, in writing, of any item(s) that fall into this category.
Woodwork, Vintage/Antique Wood Furniture, Un-finished & Furniture with Special Instructions - Please let us know during your booking if your woodwork, wooden furniture or vintage wooden furniture is not sealed or is made of another material other than actual wood. Please discuss your furniture care needs with specifications as per item if they need special attention in any way. If you would like to supply your own cleaning product(s) for your specific piece(s) of furniture, leather furniture, pianos, etc., please notify us via email of the preferred product(s) you will provide us with.
MVP Cleaning is not be responsible for damage due to faulty and/or improper installation of any item including but not limited to mounted TVs and wall decor. All surfaces (i.e., marble, granite, etc.) are assumed sealed and ready to clean without causing harm.
MVP Cleaning does not use bleach. If the client requests the use of bleach or any products containing bleach, MVP Cleaning will not responsible for any damage it may cause.
We need electricity and water! If your utilities are turned off, we will gladly reschedule to when they are back on.
If the home is in bad shape - broken glass, mountains of clutter, or "hoarder's living space" - we can most likely bring it to a livable/ habitable standard. However, the end result will not be comparable with the level of cleanliness we can achieve on a standard home. Because of that, we will discuss this issue before starting the job and upon arrival onsite. We will photograph before and after for potential sharing and strategizing within our company on how to best approach the cleaning. We may use the photos of our work on our social media - without any of your identifiable information in the photo.
We carefully plan our appointments and any last-minute cancellations or rescheduling are very disruptive and result in losses to the company and our staff. Because of this, we have a 48-hour 50% cancellation/ rescheduling fee. Occasionally we are able to waive it when we can replace the appointment with another one or if there is a serious reason for the cancellation.
Lockout Policy: If for any circumstance our staff is SENT AWAY or LOCKED OUT from your home, the FIRST occurrence will be excused as we understand things happen! However, any future instances will result in a $30 lockout fee. This fee allows us to compensate our cleaners for the time they have set aside for your appointment.
Picture of before & after work: Every cleaning service begins and ends with photographs and/or videos your cleaner will take of your space. Your privacy is our top priority, so we avoid taking pictures of personal items or family photos. With the pictures we will be able to:
show how your home looked when we arrived
show where items were placed during our dust & tidy
notify you of anything amiss, such as leaky pipes or a light bulb that may be out
show you the final results of your session!
allows our management team to guide and assist our housekeepers
feature our work in advertising campaigns!
Please note the following limits:
Settling Dust: During the dusting process, some dust becomes airborne and will not settle until we have left. Especially in the warmer months, when windows are open and fans are blowing, dust accumulates much faster. It may take several visits before settling dust becomes minimized.
Dusting Knick‐Knacks, Collectibles, and other small items: We clean small items based on the size and the number of items on a flat surface. If items take up less than 50% of the surface area of a flat surface, we will pick items up and dust underneath, if items take up 50% or greater, we will generally dust the accessible surfaces.
Clutter: Our main focus is cleaning surfaces. Your clean will be far more satisfactory if the team does not have a great deal of clutter with which to contend. Working around and picking up large piles of paperwork and other clutter takes time and can prevent cleaners from accessing a surface.
Cleaning height limits: Our professional cleaners use both a 3-step stool and extension dusting poles. We will not high dust items using the extension pole that may be hung improperly because we are not able to secure it while we clean.
Showers and Tubs: Showers and Tubs can accumulate lime, calcium and soap scum. Our cleaning products work very well on cutting through these deposits, however, sometimes it may take a few visits before showers and tubs become free of these deposits. (If you have heavier build-up, we recommend our deep clean service to begin with.) Mold and mildew are organic and will grow deep into and behind grout or calk. Surface stains will be minimized by our cleaning products, but completely eliminating it may require the homeowner to have these areas re‐grouted or re‐caulked.
Special Surfaces: MVP Cleaning LLC uses standard methods of cleaning; you are responsible for informing management of any surfaces that need specific specialty cleaning products or methods prior to your first clean. No liability will be assumed by MVP Cleaning LLC for damages if not informed of said surfaces. Specialty surfaces include but are not limited to: Marble countertops; Waxed wood flooring; Unfinished wood and flooring; and Cork flooring.
When retaining MVP Cleaning, you agree not to solicit for hire any staff member or independent cleaner introduced to you by MVP Cleaning for any home-related services. We spend a lot of time and resources finding, interviewing, checking references and backgrounds, and training our cleaners. When hired, they sign an agreement barring them from performing any home related service for any of our past or present customers. However, if you do wish to employ a staff member directly, please discuss this matter with the owner, Miranda. If you are found to have solicited one of our staff members / cleaners, please be advised that our referral/training fee is $5,000 per hired employee / independent cleaner. We consider our employees and independent cleaners our most valuable asset and charge accordingly.
You agree to defend, indemnify and hold harmless MVP Cleaning LLC and its subsidiaries, agents, licensors, managers, and other affiliated companies, and their employees, owners, contractors, agents, officers and directors, from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney’s fees) arising from: (i) your use of any cleaning services received by you and performed by MVP Cleaning LLC representatives; (ii) any alleged or actual loss or damage to property (including your residence), resulting from the performance of the MVP Cleaning services.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MVP CLEANING LLC DOES NOT WARRANT, ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR THE CLEANING SERVICES, INCLUDING THE CLEANING SERVICES PERFORMED BY MVP CLEANING’S REPRESENTATIVES, OR ANY LOSSES OR DAMAGES THAT MAY RESULT THEREFROM. THE SERVICE, INCLUDING OUR CLEANINGS, ARE PROVIDED TO YOU ON AN “AS IS” AND “AS AVAILABLE” BASIS. USE OF THE SERVICE IS AT YOUR OWN RISK. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICE IS PROVIDED WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, WORKMANLIKE QUALITY, OR NON-INFRINGEMENT. WITHOUT LIMITING THE FOREGOING, MVP CLEANING LLC, ITS SUBSIDIARIES, AND ITS LICENSORS DO NOT WARRANT THAT THE SERVICE IS ACCURATE, RELIABLE OR CORRECT; THAT THE SERVICE WILL MEET YOUR REQUIREMENTS; OR THAT THE SERVICE WILL BE AVAILABLE AT ANY PARTICULAR TIME OR LOCATION, UNINTERRUPTED OR SECURE.