Terms of Service

Terms & Conditions

By using the services of The Spotless Way, LLC, you agree to the following policies and procedures, which are designed to ensure quality, safety, and consistency in our work.

Privacy Policy

We are committed to protecting your personal information. We do not sell, rent, or share customer data with third parties unless required by law. All personal and billing information is used solely to provide the cleaning services you have requested.

Satisfaction Guarantee

If you are not satisfied with your cleaning, please notify us within 48 hours. We will return within seven days to re-clean the affected area at no additional cost. If you are still not satisfied and would not recommend us to a friend, we will issue a refund for that visit.

Security

We take the security of your home seriously and will work with you to determine the best access method. You may let us in personally at the time of service, provide us with a spare key or lockbox, supply a keypad or garage code, or leave a key in a designated location with advance notice. All access details will remain secure and confidential.

Referrals

We appreciate referrals and are happy to reward them. When you refer friends, family, or neighbors, you can receive discounts or account credits.

Payment Policy

Payment is due on the day of service unless otherwise agreed upon. We accept credit and debit cards via our secure Square system as well as checks made payable to The Spotless Way, LLC. A late payment fee of 15 percent will be added to invoices not paid within 72 hours. Grace periods may be granted under certain circumstances.

Cancellations and Rescheduling

We reserve time specifically for your service and ask for at least 48 business hours’ notice for any cancellations or rescheduling. If you cancel late, you may be charged 50 percent of the scheduled service price. If we are unable to access your home upon arrival, a 50 percent no-show fee may also apply. These fees will be waived in cases of severe weather, natural disasters, or other unforeseen emergencies, although documentation may be requested. During winter months, we follow the Grand Rapids Public Schools for weather-related delays or closures. Please make sure your driveway, sidewalks, and entryways are accessible to avoid cancellation fees.

Utility Requirements

Electricity and running water are necessary for us to perform cleanings. If these utilities are not available, we may need to cancel. Cancellation fees may be waived in cases where utility outages are caused by uncontrollable events.

Preparing for Your Cleaning

We do not require you to clean before we arrive, but we ask that you tidy your home as much as possible. Please pick up clothing, toys, and personal items, clear countertops of small objects, and secure fragile or valuable belongings. This allows us to focus on delivering a thorough and high-quality clean.

Ideal Cleaning Environment

Although an empty home is ideal for cleaning, we understand this is not always possible. To minimize distractions and ensure safety, we encourage you to schedule cleanings during quieter times, secure pets, and keep children in separate areas while our team is working.

Trash Disposal

Any trash collected during the cleaning will be left in your outdoor garbage bin. If you do not have one, we will dispose of the trash off-site as a courtesy.

Pets

We love pets and want to ensure a safe and positive experience. Please inform us if pets will be present, secure any that may be anxious or reactive, and note that we do not clean pet accidents or waste. Clients are responsible for the safety and containment of their pets.

Quality Control

We welcome feedback to continuously improve our service. After each cleaning, we may send a brief survey or ask for input. If something did not meet your expectations, we will do our best to make it right.

Hazardous Conditions

We are not equipped to clean in homes with hazardous situations and reserve the right to refuse or stop cleaning in such cases. This includes pest infestations, animal infestations, excessive mold, human waste, bodily fluids, hoarding, or other unsafe conditions. A lock-out fee of 50 percent of the scheduled service may apply.

Pricing – First-Time Service

Initial pricing is based on the size of your home and any add-ons selected. Your booking includes a maximum number of labor hours. To ensure we meet your expectations, please be as specific and honest as possible when booking. We may verify the size and layout of your home using public records. A credit card is required to confirm bookings. Pricing reflects assumptions about cleanliness and effort needed, since we do not conduct pre-service walkthroughs.

Pricing – Recurring Service

Recurring services are priced at a fixed rate, assuming a consistent level of cleanliness and organization. If there is a change in the amount of work or clutter, we will contact you to reassess pricing. If you need to skip a scheduled cleaning, a skipping fee applies: $10 for weekly service, $15 for bi-weekly service, and $30 for monthly service, provided you give at least 48 hours’ notice.

Small Requests

All small service requests, add-ons, or swaps must be submitted through our office. This ensures we can confirm the service, allocate enough time, and provide the correct supplies.

Electronic Communication

By booking our services, you consent to receive all communications electronically, including confirmations, invoices, receipts, service updates, policy changes, and occasional promotional offers. Communications may be sent via email or text to the contact information you provide. If you prefer not to receive electronic communications, please inform us before your appointment. Standard messaging and data rates may apply.

Modifications to Terms

We may update these Terms from time to time. Continued use of our services implies agreement to the latest version of the Terms.