Cleaning Service Terms
Our goal is to provide every client with a dependable, professional, and exceptional cleaning experience. The following policies help ensure clear communication, protect both our clients and team, and allow us to consistently deliver high-quality services.
1. Arrival Window
To allow flexibility for traffic, weather, and other unforeseen delays, we operate within a 1-hour arrival window. Our team may arrive up to 30 minutes before or after the scheduled appointment time.
2. Preparing for Your Cleaning Appointment
To maximize the value and efficiency of your cleaning service, we kindly ask that personal items such as clothing, toys, paperwork, valuables, and other belongings be picked up prior to our arrival.
If excessive clutter or additional preparation is required, additional cleaning time and charges may apply. Should pricing adjustments become necessary, we will communicate them with you directly.
3. Payment for Services
Payment is due at the time of service unless otherwise arranged in advance.
For your convenience, we accept:
- Visa
• MasterCard
• Cash
• Check
• Venmo - Zelle
• PayPal
Invoices that remain unpaid for more than 30 days may incur a 5% late fee.
Outstanding Balance
To help us maintain a dependable schedule for all clients, payment is expected by the due date indicated on your invoice.
If an invoice remains unpaid after reminder notices have been sent, Tessa Cleaning Services reserves the right to pause or reschedule future services until the outstanding balance has been paid.
Whenever possible, we will notify clients in advance if an upcoming appointment may be affected by an overdue balance.
4. Returned Check Fee
A $40 fee will apply to all returned or canceled checks.
5. Appointment Cancellations & Rescheduling
We kindly request at least 24 hours’ notice for appointment cancellations or rescheduling requests.
We understand emergencies and unexpected situations happen, and we will always do our best to accommodate reasonable scheduling changes whenever possible.
6. House Keys & Entry Access
For clients who are not home during service appointments, keys or entry instructions may be provided to ensure uninterrupted service.
All keys are securely stored, coded for privacy, and handled with strict confidentiality and care.
7. Accidents, Damages & Notifications
While we treat every home and business with great care, accidents can occasionally occur.
If damage occurs during service, we will notify you promptly. Likewise, clients must report any concerns or damages within 24 hours of the completed service so we may properly address the situation.
Tessa Cleaning Services is fully insured and bonded for your peace of mind.
8. Fragile & Delicate Items
We ask clients to notify us of any fragile, valuable, antique, or delicate items requiring special attention.
Tessa Cleaning Services is not responsible for damage resulting from pre-existing wear, improper installation, unstable fixtures, unsecured décor, or delicate materials that may become compromised during normal cleaning.
9. Blinds & Window Treatments
Due to the delicate nature of blinds and window treatments, our team may use limited dusting methods at our discretion.
We are not responsible for damage caused by brittle materials, pre-existing wear, sun damage, or aging components.
10. Heavy Furniture & Appliances
For the safety of both our clients and staff, our team does not move heavy furniture, large appliances, or oversized items.
We clean visible and reasonably accessible areas. Clients may move furniture in advance if deeper access is desired.
11. Skipped or Missed Cleaning Visits
If recurring cleaning appointments are skipped for an extended period, additional cleaning time may be required during the next visit, which may result in additional charges.
Once regular service resumes, standard pricing will continue.
12. Additional Cleaning Requests
Please notify us in advance for special cleaning requests such as:
- Inside refrigerators
• Inside ovens
• Interior windows
• Basements
• Post-party cleanup
• Additional rooms or spaces
Additional charges may apply depending on the scope of work and time required.
13. Move-In / Move-Out Cleaning Services
For safety and liability reasons, our team does not move large appliances including:
- Refrigerators
• Stoves
• Washers
• Dryers
Clients may move appliances in advance if cleaning behind them is requested.
14. Pet Policy
We love pets; however, for health and safety reasons, we do not clean litter boxes, animal waste, vomit, or other biohazard materials.
15. Health & Safety Conditions
For the safety of our staff, we reserve the right to decline or discontinue services in environments involving:
- Hazardous conditions
• Excessive clutter
• Pest infestations
• Mold
• Bodily fluids
• Human or animal waste
• Smoke residue
• Unsafe or unsanitary conditions
16. Respectful Environment Policy
We are committed to maintaining a safe, respectful, and professional environment for both clients and staff.
Harassment, discrimination, aggressive behavior, smoking indoors during service, inappropriate conduct, or unsafe conditions may result in immediate discontinuation of services.
17. Annual Price Adjustments
To maintain the quality of our services and remain competitive, pricing adjustments may occur periodically, typically on your account anniversary date.
Clients will always be notified in advance of any pricing changes.
18. Satisfaction Guarantee
Providing a high standard of service and client satisfaction is important to us.
If you are not fully satisfied with your cleaning service, please contact us within 24 hours, and we will gladly return to address the area of concern at no additional charge.
19. Employee Solicitation Policy
Our employees are carefully selected, trained, and supported as part of our professional team.
Clients agree not to directly hire or solicit current Tessa Cleaning Services employees for private work outside of Tessa Cleaning Services during active service and for a period thereafter.
Violation of this agreement may result in a referral, recruiting, and training recovery fee of $3,500.
20. No Long-Term Contract
We value long-term relationships built on trust and satisfaction — not contracts.
Clients may pause, reschedule, or discontinue recurring services at any time with a minimum two-week notice.
Our service relationship will continue for as long as both the client and Tessa Cleaning Services are happy working together.
Contact Information
If you have any questions regarding these Terms of Service, please contact:
Tessa Cleaning Services
Kalamazoo: (269) 267-8661
Grand Rapids: (616) 304-2988
Email: info@tessacleaning.com