Terms of Service

Urban Cleaners LLC

Welcome to the website of Urban Cleaners LLC (“Urban Cleaners,” “we,” “our,” or “us”). These Terms and Conditions (“Agreement”) govern your use of our website (the “Site”). By accessing or using the Site, at https://urbancleaners.eco, you agree to comply with and be bound by these Terms and Conditions. If you do not agree to these Terms and Conditions, please do not use the Site.

Modifications

Urban Cleaners reserves the right to modify these Terms and Conditions at any time. Modifications will be effective immediately upon posting on the Site. Your continued use of the Site after the posting of changes constitutes your acceptance of such changes.

Description of Services

Urban Cleaners specializes in providing environmentally friendly cleaning services for residential homes, apartments, medical offices, commercial buildings, and government facilities in Virginia and Maryland. Our services encompass a comprehensive range of cleaning tasks designed to promote health and sustainability.

Service Availability

Our services are available in select areas of Virginia and Maryland. We reserve the right to change our service areas at any time without prior notice.

Booking and Confirmation

By utilizing this website to book our services, you agree to abide by the specified terms and conditions. If you disagree with any of these terms, we advise against reserving our services. Please note that booking a service online does not guarantee an immediate reservation; you will receive a confirmation via email or phone after your request.

Quality Assurance with Cleaning Providers

Rest assured, all our cleaning providers possess integrity and are meticulously vetted before joining our team. We hold them accountable for their services, ensuring your satisfaction.

Right to Refuse Service

For safety reasons, we retain the right to decline service in situations involving safety hazards, inappropriate conditions, the presence of weapons, extreme clutter, or disconnected utilities. Our providers may also refuse service if they find the premises excessively unclean or if they feel threatened. In such cases, a cancellation fee will be applied.

Preparation for Cleaning Day

We kindly request that you clear the designated areas like floors, counters, and tabletops before our providers arrive. Your cleaning fee is calculated based on their devoted cleaning time. If you need additional tasks performed, please inform our office in advance so that adjustments can be made to your cleaning cost.

Additional Services

At an extra charge, we offer the following services:

Clean interior windows
Clean inside cabinets
Clean inside refrigerator
Clean inside oven
Clean ceiling fans
Clean baseboards

Pets Policy

Urban Cleaners is pet-friendly and happy to accommodate households with pets. However, we reserve the right to remove our service providers from your premises if your pet becomes agitated or poses a safety risk.

Our providers are instructed not to enter a home if they perceive an animal as a threat. Nevertheless, pets may behave differently in the absence of family members. Please note that if our cleaning company withdraws its services due to aggressive pet behavior, our standard cancellation policy will apply.

Service Pricing and Adjustments

We reserve the right to adjust our service fees based on the actual condition of your home. This policy ensures transparency and avoids surprises if the job requires more time than initially anticipated. In such cases, we will promptly contact you to inform you about the situation. If we are unable to reach you, the service provider will need to leave, and a cancellation fee will be applied.

To meet our customers’ expectations, we may reevaluate our charges at any time, especially if the cleaning duration significantly varies. Urban Cleaners is committed to maintaining open communication with our clients. If there are notable discrepancies in the cleaning time, we will reach out to discuss potential adjustments to the price or services provided.

Payment Process

Please note that payments are accepted exclusively via credit card, debit card, automatic payment, and bank transfer. You will not be charged until the completion of the appointment, ensuring that you are billed accurately after the service has been provided.

Refund and Error Correction Policy

At Urban Cleaners, our commitment is to provide our customers with the utmost quality service. We understand that despite our best efforts, occasional oversights can occur. In such rare instances, if you notice anything amiss, please don’t hesitate to reach out to us via email or phone within 24 hours. We value your satisfaction, and we will promptly rectify any errors at no additional cost to you. While refunds are not standard practice, we believe in maintaining open communication and ensuring our customers are content with the service they receive.

Subscription Service and Pricing Adjustments

For customers opting for our subscription service, discounts will be applied starting from the second cleaning service onwards. It’s important to note that if you decide to skip scheduled cleanings, resulting in a lower cleaning frequency than your initial arrangement, your pricing will be adjusted accordingly. Your price will be increased to align with the pricing level applicable to the reduced frequency. This adjustment ensures fairness in pricing based on the actual cleaning frequency you choose.

Rate Adjustments due to Changes in Service Requirements

In the event of any changes in the client’s established service schedule, residence, or living situation during the year, such as renovations, relocation, an increase in occupants, or significant additions of furniture, adjustments to the client’s cleaning rate may be necessary. These modifications are made to reflect the altered scope of service requirements. It is important to note that these rate adjustments are capped at an annual increase of no more than 10% of the client’s current rate, ensuring fair and reasonable pricing changes.

Client Responsibility and Lockout Policy

Clients are required to grant access to Urban Cleaners providers on the scheduled service day. In the event of a lockout, every effort will be made to contact the client to arrange entry. However, if no contact is established within 30 minutes of the cleaning team’s arrival, the scheduled cleaning will be skipped, and a $100 late cancellation fee will be applied. This fee compensates our providers for unexpected lost revenue and travel time. We appreciate your understanding in this matter to maintain the efficiency of our services.

Prohibited Activities

While using the Site, you agree not to engage in any of the following activities:

Violating any applicable laws, regulations, or third-party rights.
Using the Site for any commercial purpose without our prior written consent.
Attempting to interfere with, compromise the security of, or disrupt the Site or the servers, networks, or databases connected to the Site.

Cancellation and Lockout Policy

We understand that circumstances may require adjustments to your scheduled appointment. However, due to the personalized nature of our services, we kindly request a 24-hour notice if you need to cancel or reschedule your appointment. Failing to provide this notice will result in a $100 cancellation fee. Additionally, a $100 cancellation/lockout fee will be charged if the service is canceled with less than a 24-hour notice, if we are unable to gain entrance to the property upon arrival, or if we are turned away at the door.

Alarm System Protocol

If your residence is equipped with a security system, please ensure it is deactivated before our arrival. If you prefer, you can provide our office with the code and instructions for its operation. It’s crucial to notify us promptly if the code changes to avoid any lockout fees.

Use of Owner’s Vacuum

If you prefer us to use your vacuum, we are happy to accommodate your request. However, it’s important to note that we cannot assume responsibility for any damage that may occur during its use. As we are not responsible for the upkeep of your vacuum, any necessary repairs or replacements will be your responsibility. This policy ensures clarity; if your vacuum is malfunctioning upon our arrival, we won’t be able to vacuum your carpets and hard floor surfaces effectively.

Cleaning Preferences and Limitations Preferred Cleaning Supplies

Our company prefers to use eco-friendly cleaning products and respects your preferences in this regard. If you specifically request the use of other green cleaning solutions, please let us know before the service begins. Your choice informs our approach, ensuring environmentally friendly cleaning tailored to your needs.

Use of Personal Cleaning Supplies

Should you opt to provide your own cleaning supplies, please be aware that we cannot be held responsible for any damages or harm caused by these items. To facilitate a seamless cleaning experience, ensure your cleaning chemicals and materials are readily available when you make this request. This preparation allows us to efficiently use your provided supplies during the cleaning process.

Cleaning Limitations and Specialized Cases

Mold removal requires specialized expertise, and while we strive for comprehensive cleaning, we cannot assume liability for mold-related risks in clients’ homes. Additionally, we do not offer cleaning services for hoarding situations or areas contaminated with bodily fluids, including blood, feces, vomit, cat litter boxes, bird cages, urine, or excrement from animals or humans.

Inaccessible Locations and Heavy Objects

To ensure the safety of our providers and the integrity of your home, our team cannot work at heights higher than a step stool or perform tasks outside the property. If you wish to have areas cleaned behind large objects, we kindly request that you move them yourself, especially if they weigh more than 35 pounds. This proactive step ensures our team can effectively clean all accessible areas without any limitations.

Policy for Breakage, Damage, and Loss

Responsibility and Precautions

While our providers exercise utmost care during cleaning, occasional breakage or damage, although rare, can occur. All our providers are insured to cover any such instances. It’s important to note that we cannot be held responsible for damage resulting from regular wear and tear, improper item installation in your home, or any undisclosed artwork, collectibles, or family artifacts during the booking process.

Identification and Handling of Precious Items

Clients are requested to identify and specify fragile items such as artwork, collectibles, and family heirlooms before the service begins. Your guidance on how these delicate items should be handled is crucial in ensuring their safe cleaning and care.

Reporting Damages and Losses

Any damaged or lost personal property must be reported within 24 hours. While we strive to find identical replacements, we cannot guarantee it due to the unique nature of certain items.

Before and After Photo Usage Policy

Purpose and Benefits

We take immense pride in the exceptional cleaning services provided by our esteemed partners. To transparently showcase the transformative power of our services, we have implemented a photo usage policy.

Demonstrating Expertise

The purpose of sharing before and after photos is to exhibit the high standards and expertise of our cleaning professionals. These visual representations underscore the transformative impact of our services.

Building Trust and Transparency

By openly displaying these photos on our website, blog, and social media platforms, we aim to foster trust with our clients. These images serve as a testament to our consistent delivery of exceptional cleaning results.

Showcasing Success Stories

Through visual representations of our referral agency and cleaning partners’ achievements, we celebrate their dedication and success. These photos highlight not just the quality of our services but also the talent and commitment of our partners.

Usage Guidelines

Professionalism and Quality

We ensure that the photos used reflect the professionalism of our services. Clear, well-lit images that demonstrate significant improvements are chosen to showcase our work.

Image Selection

Our marketing team carefully curates the most relevant and representative photos that align with our branding and messaging. The selection process ensures that the images effectively communicate the impact of our services.

Respecting Client Preferences

We highly respect client preferences regarding photo usage. Any specific requests related to the use of these photos will be thoroughly honored, ensuring our clients’ comfort and satisfaction.

This policy is designed to enhance our online presence, celebrate our cleaning partners’ talents, and further build trust and satisfaction with our valued clients.

Scheduled Cleaning Timeframe and Holiday Policy

Providers’ Arrival Window

To maintain affordable rates and minimize trip fees, we organize our cleaning appointments based on efficient route planning. While we strive to accommodate specific timing requests, please understand that we can’t guarantee a precise arrival time due to operational unpredictability and unforeseen circumstances such as traffic congestion, inclement weather, or vehicle issues. For flexibility, we kindly request clients to allow us to schedule cleanings between 8:00 am and 4:00 pm.

We typically arrive within the specified 2-hour window outlined in your reservation. Should there be any delays, rest assured that we will promptly notify you via call or text to keep you informed about our estimated arrival time.

Holiday Visits and Observance

Urban Cleaners does not conduct cleaning services on national holidays to allow our dedicated providers time to celebrate and spend with their families. In the event that your scheduled cleaning day falls on a holiday, we will proactively reach out to you to reschedule the appointment. The following holidays are observed as non-working days:

New Year’s Day
Martin Luther King Jr Day (optional)
Memorial Day
Juneteenth Day (Optional)
Independence Day
Labor Day
Thanksgiving Day
Christmas Day

We appreciate your understanding and cooperation as we work diligently to deliver exceptional cleaning services while accommodating both your preferences and our operational needs.

House Key and Key Release Policy

Security and Access Precautions

At Urban Cleaners, the security of your home is of utmost importance. However, we cannot assume responsibility for any damages or theft if you choose to leave a door open, place a key under a mat, or in any other unsecured location for our providers to access your home. We highly recommend using secure methods to grant access, such as a designated lockbox, to ensure the safety of your property.

Key Return upon Termination or Cancellation

Upon termination or cancellation of services, Urban Cleaners is committed to promptly returning any customer keys in its possession. We guarantee that keys will be returned within 48 hours or the next working day, allowing for a smooth transition after the termination of our services.

Non-Solicitation of Urban Cleaners Providers

Provider Screening and Assurance

We take extensive measures to ensure the professionalism and reliability of our cleaning providers. Each professional undergoes rigorous screening, background checks, and possesses prior cleaning experience. Our commitment involves investing significant time, money, and resources to thoroughly vet and understand our providers before they enter our customers’ homes.

Customer Agreement

In return for our quality services, we kindly request our customers not to hire any of our providers to work directly for them. By refraining from soliciting our providers, you allow us to maintain the high standards of professionalism and trustworthiness that define Urban Cleaners. Your cooperation in this matter ensures a continued positive experience for both our customers and our providers.

Image Usage Policy

All images, including stock photos, displayed on our website are protected by copyright laws. These images can be used for personal or commercial purposes in adherence to the licensing agreement provided by the stock photo provider. It is imperative to comply with these terms. Redistribution, resale, or alteration of these images without express written consent from the provider is strictly prohibited. Unauthorized use may lead to copyright infringement and legal action.

Compliance and Legal Implications

We emphasize the importance of respecting copyright laws and adhering to the terms set forth by the stock photo provider. Any misuse or unauthorized use of these images can result in serious legal consequences. We encourage responsible and ethical use of the content provided on our website.

Feedback and Continuous Improvement

We have invested considerable effort to ensure our website is informative, user-friendly, and reliable. However, we always welcome feedback from our visitors. If you have suggestions for improvements or changes that would enhance your experience and help you find the information you need more easily, please do not hesitate to reach out to us. Your input is invaluable in our continuous efforts to provide the best online experience.

Intellectual Property

The Site is considered our exclusive property, unless explicitly stated otherwise. This includes ownership of all aspects such as source code, databases, functionality, software, Site designs, audio, video, text, photographs, and graphics within the Site (collectively referred to as the “Content”), as well as the trademarks, service marks, and logos present (referred to as the “Marks”). These assets are either directly owned by us, under our control, or licensed to us, and they are safeguarded by copyright, trademark laws, and various other intellectual property rights and unfair competition laws.

The Site provides the Content and Marks on an “AS IS” basis, solely for your personal information and private use. No part of the Site, including any Content or Marks, may be utilized for commercial purposes without explicit permission granted in these Terms of Use. It is strictly prohibited to copy, reproduce, aggregate, republish, upload, post, publicly display, encode, translate, transmit, distribute, sell, license, or exploit any portion of the Site, including the Content or Marks, without our prior express written consent.

You are granted a limited permission to access and use the Site, as well as to download or print a copy of any portion of the Content to which you have lawfully gained access. This permission is exclusively for your personal, non-commercial use and is subject to the condition that you are qualified to use the Site. All ownership rights pertaining to the Site, Content, and Marks, unless explicitly granted otherwise, remain with us.

Third-Party Links

The Site may include links to other Sites, often referred to as “Third-Party Sites,” as well as various materials such as articles, photos, texts, graphics, images, designs, music, audio, video, information, programs, software, and other content originating from third parties (“Third-Party Content”). It’s important to note that we do not assess, monitor, or exercise control over these Third-Party Sites and Third-Party Content in terms of their accuracy, , or completeness. Consequently, we assume no liability or responsibility for any Third-Party Sites accessed through the Site or any Third-Party Content made available via the Site, including aspects like their accuracy, potential to cause offense, viewpoints, reliability, privacy practices, or code of conduct.

The inclusion, linking to, or allowance of usage or installation of Third-Party Sites or Third-Party Content within the Site does not imply our endorsement of these offerings. If you choose to leave the Site and access Third-Party Sites or use/install Third-Party Content, please be aware that the terms and conditions governing your actions are no longer those of our Terms of Use. We strongly recommend that you carefully review the terms and conditions, including privacy and data collection policies, as well as other relevant terms and policies associated with any programs you utilize or install through the Site.

Transactions conducted through Third-Party Sites are solely between you and the respective third party, and we bear no responsibility for such interactions. Any purchases made through Third-Party Sites are transactions with other Sites and businesses. You acknowledge and agree that we do not endorse the products or services offered on Third-Party Sites, and you agree to hold us harmless for any harm arising from your acquisition of such products or services. Additionally, you agree to indemnify us for any losses or injuries you may incur in connection with or as a result of your engagement with Third-Party Sites or Third-Party Content on the Site.

Indemnification

By utilizing this Website, you hereby consent to indemnify, defend, and safeguard Urban Cleaners, along with its directors, officers, employees, consultants, agents, and affiliates, against any claims, liability, damages, or costs from third parties, including legal expenses, arising due to your use of the Site or your breach of the Terms of Service. Nevertheless, we reserve the right to assume sole control and responsibility for any matter that necessitates your indemnification, at your own expense. In such instances, you agree to collaborate, also at your own expense, with our defense efforts. We will make reasonable efforts to notify you of any such claims, actions, or proceedings subject to this indemnification as soon as we become aware of them.

Disclaimers

Please be aware that the Site is provided on an “as is” and “as available” basis. By utilizing the Site’s services, you acknowledge that you are assuming all the associated risks. It is important to stress that, to the maximum extent permitted by law, we disclaim all warranties, whether they are expressed or implied, in relation to the Site and its use. This disclaimer encompasses, but is not limited to, implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We make no guarantees or representations concerning the accuracy or completeness of the content on the Site or linked content from other sites. Additionally, we do not accept liability or responsibility for:

Any errors, inaccuracies, or mistakes in the content and materials.
Personal injury or property damage resulting from your access to and use of the Site.
Unauthorized access to our secure servers, personal, or financial information stored within them.
Interruptions or discontinuations in the transmission of the Site.
Any bugs, viruses, trojan horses, or similar issues transmitted through the Site by third parties.
Errors, omissions, or losses stemming from the use of content posted, transmitted, or otherwise made available via the Site.

We also do not provide warranties, endorsements, guarantees, or assume responsibility for any products or services advertised or offered by third parties through the Site, linked Sites, or any banners or other forms of advertising. We are not involved in monitoring transactions between you and third-party providers of products or services. As is the case with any purchase of a product or service through any medium, please exercise your best judgment and caution when necessary.

Limitation of Liability

To the fullest extent permitted by applicable law, Urban Cleaners, our directors, employees, or agents shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from:

Your use or inability to use the Site.
Any unauthorized access to or use of our servers and/or any personal information stored therein.
Any interruptions or cessation of transmission to or from the Site.
Any bugs, viruses, trojan horses, or the like that may be transmitted to or through the Site by any third party.

Governing Law and Jurisdiction

Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of the states of Virginia and Maryland, without regard to its conflict of law principles.

Jurisdiction

You agree to submit to the exclusive jurisdiction of the state and federal courts located in Stephens City for the resolution of any disputes arising under or related to these Terms and Conditions.

Changes to Terms and Conditions

Urban Cleaners reserves the right to change these Terms and Conditions at any time. Any changes will be effective upon posting on the Site. Your continued use of the Site after the posting of changes constitutes your acceptance of such changes.

Contact Information

If you have any questions or concerns regarding these Terms and Conditions, please contact us at: customersupport@urbancleaners.eco