Last Updated: January 1, 2024

Welcome to Quartz Cleaning LLC. By booking a service with us, you agree to the following terms. These terms outline the rights and responsibilities of both Quartz Cleaning LLC and our customers.

1. Booking & Payment

1.1 Scheduling & Availability

• All bookings must be made through our website, phone, or an approved third-party platform.
• Appointments are subject to availability and are confirmed only when you receive a confirmation email or text message.
• We reserve the right to reschedule or cancel appointments due to severe weather, staff shortages, or unexpected circumstances.

1.2 Pricing & Payment

• Prices are based on home size, level of cleaning required, and additional services selected.
• A hold (authorization charge) will be placed on your card before service to ensure payment readiness.
• The final payment is processed only after the service is completed.
• We only accept credit/debit cards (Visa, Mastercard, American Express, Discover). We do not accept cash, checks, or Venmo/Zelle payments.
• If your payment fails, you will have 24 hours to update your payment method before incurring a $25 late fee.

1.3 Cancellations & Rescheduling

• Cancellations made within 24 hours of your appointment will incur a $50 late cancellation fee.
• Rescheduling must be done at least 24 hours in advance to avoid fees.
• If our cleaners arrive and are unable to access your home (e.g., incorrect key/code, locked door, no one home), a $75 lockout fee will apply.

2. Cleaning Services

2.1 Scope of Services

• We offer regular cleaning, deep cleaning, move-in/move-out cleaning, post-construction cleaning, and commercial cleaning.
• Cleaning services do not include heavy furniture moving, exterior cleaning, biohazard cleaning, or pest control services.

2.2 Customer Responsibilities

• Your home should be accessible at the scheduled appointment time (e.g., key provided, doorman access, or someone present).
• If our cleaners cannot enter within 20 minutes, the appointment may be canceled, and you may be charged a lockout fee.
• We are not responsible for pre-existing damage to furniture, surfaces, or appliances.
• We recommend that fragile or high-value items be secured before service begins.

3. Service Satisfaction & Refunds

3.1 Satisfaction Guarantee

• If you are not satisfied with your service, contact us within 24 hours, and we will re-clean the specific area(s) at no additional cost.
• Refunds are only issued in rare cases and are solely at our discretion.

3.2 Limitations of Liability

• We are not responsible for normal wear and tear, stains that cannot be removed, or damage due to improper installation of fixtures, appliances, or furniture.
• If an item is reported damaged, you must provide photo evidence within 24 hours of service completion.

4. Recurring Cleaning Plans

• Recurring plans (weekly, biweekly, monthly) offer discounted rates.
• Skipping or canceling a scheduled cleaning resets your plan to standard pricing.
• If you cancel a recurring service less than 24 hours before your scheduled appointment, you will be charged 50% of your booking price.

5. Pets, Security, and Access

• We love pets, but for safety reasons, aggressive or free-roaming pets must be secured during the service.
• Customers must provide clear entry instructions (key, door code, concierge, etc.).
• If our cleaners arrive and are unable to access your home, a $75 lockout fee will apply.

6. Damage & Breakage Policy

• While we take every precaution, accidents can happen.
• Any damages must be reported within 24 hours for review.
• We carry general liability insurance. However, for damage under $100, we work directly with the customer to resolve the issue.
• Quartz Cleaning LLC is not responsible for lost or misplaced items.

7. Privacy & Data Protection

• We do not sell or share customer information.
• Payment processing is handled by secure, third-party providers with industry-standard encryption.
• By providing your contact information, you agree to receive SMS and email notifications related to your booking.

8. Governing Law & Disputes

• These Terms of Service are governed by the laws of the State of New York.
• Any disputes must be resolved through arbitration or small claims court in New York City.

9. Contact Information

For any questions, concerns, or support requests, please contact us:

📧 Email: hello@quartzcleaners.com
📞 Phone: 929-800-9703
🏢 Address: Brooklyn Square, 3611 14th Ave, Brooklyn, NY 11218, Suite 388-B

By booking a service with Quartz Cleaning LLC, you acknowledge that you have read, understood, and agreed to these Terms of Service.

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