CLOVERMAID TERMS AND CONDITIONS OF SERVICE

At CloverMaid LLC we want you to enjoy a spotless home and a hassle-free cleaning experience. That’s why we invite you to read our Service Agreement.

By engaging our services, you agree to and accept the terms and conditions set forth herein. It is important to understand that these Terms and Conditions not only define the relationship between you and CloverMaid LLC but also protect both your rights and ours. Please read them carefully, and feel free to contact us should you have any questions.

A. SERVICE AGREEMENT

a. Scope of Service:  At CloverMaid we know that cleaning isn’t just a chore, it’s a personalized experience. In our Service Agreement, you will find a description of the residential cleaning services we offer you. To give you peace of mind that your home will be impeccable to your measure, we draw up a personalized cleaning agreement where we will detail precisely:

• • • Type of cleaning: Do you need a general or deep cleaning, moving in/out, post-construction?
    • Cleaning frequency: Weekly? Bimonthly? Monthly?
    • Cleaning duration: Each home is unique, so the cleaning time will be adapted to the needs of your required space.

b. Hassle-free access for flawless cleaning: At CloverMaid we know your time is valuable, so we want to make sure that accessing your home for cleaning is as easy as possible. In our Service Agreement you will find information on how we will coordinate access to your home at scheduled cleaning times:

 How does it work?

• • • You choose the time: Schedule the cleaning at a time that works best for you.
    • We will confirm you: You will receive a confirmation with the date, time, and details of the cleaning.
    • Hassle-free access: Our team will arrive at the agreed time and let you know when the cleaning is finished.
    •  What if you’re not home?   Don’t worry, there are solutions!
    • Keys: You can leave us a key with a trusted neighbor or relative.
    • Passcode: If you have a smart lock, you can provide us with a temporary passcode.
    • Safe deposit box: You can leave your keys in an outdoor safety deposit box.

B. TRANSPARENT RATES AND EASY PAYMENT

At CloverMaid we know that transparency and ease of payment are critical for our customers. That’s why you’ll find detailed information about our pricing and payment methods in our Service Agreement.

a. Transparent rates:

• Personalized quote: You will know through our reservation system a detailed budget before making any payment so that you have total clarity about the cost of cleaning.
• Constant communication: If we make any adjustments to our rates, we will notify you in advance, especially if you are a returning customer.

b. Easy Payments :

• • Payment at the end of the service: The payment for the cleaning service is made automatically at the end of the service.
  • Credit Card: We accept all major debit/credit cards for your convenience.
  • One-off invoices: You will receive an invoice for each cleaning service performed.

C. HASSLE-FREE CANCELLATIONS AND RESCHEDULING

At CloverMaid we understand that unforeseen events can arise, that’s why we want to offer you a flexible and simple cancellation and rescheduling policy.

a. Schedule Change: Remember that all schedule changes are handled directly with the company and NOT through the cleaning professional, who does not have full access to CloverMaid’s scheduling system.

b. You can cancel or reschedule your service through our website at the following link, entering your username and password: https://clovermaid.launch27.com/login

DO NOT contact our cleaning professionals to cancel or modify your appointment.

c. Cancellation and rescheduling policy

To better serve you and keep the best cleaning professionals in their homes, we need to ensure our employees have a full schedule, and last-minute cancellations and lockouts prevent us from reaching that goal.

• • • Less than 48 hours notice/day of service/: 70% of the full-service fee will be charged. Rescheduling an appointment within 48 hours also constitutes a cancellation. 
    • More than 48 hrs from the start of the appointment: No charge/no fee.
    • Door closed/locked: If the cleaner arrives and cannot access your home, the maximum waiting time will be 30 minutes, after this time and you are unable to enter, you will be charged a fee of $70. A second block will generate a $100 fee. In the event of a third block, the full-service fee will apply.

**Canceling or rescheduling a visit does not change any other FUTURE dates on your recurring visits. Please note that these requests can only be processed during our business hours Monday through Friday from 9:00 a.m. to 5:00 p.m

**To carry out our service, we require access to electricity and water. If your utilities are temporarily shut off, we will be happy to reschedule our visit for when they are restored (rescheduling fees will apply).

** At CloverMaid, we carry out a verification of the validity of the card 24 hours before the service, withholding the corresponding amount. Cleaning payment is processed at 7:00 p.m. (US Eastern Time) after the day of service.

d. Email and SMS reminders:

At CloverMaid, we strive to make your cleaning experience as convenient as possible. We send you an email reminder 72 hours (3 days) before your scheduled date and time for your service, and another text reminder 24 hours before your scheduled date and time. These reminders allow you to contact our office to cancel or reschedule your service if necessary.

CloverMaid reserves the right to process payments for cancellation and rescheduling fees per our stated policies.

Your comfort and satisfaction are our priority, and these reminders are designed to help you manage your appointments effectively.

How to cancel your scheduled cleaning service:

At CloverMaid, we offer several convenient ways for you to cancel your scheduled cleaning service:

Through the web application: Visit  https://clovermaid.launch27.com/login, and log in with your username and password.

Call our office: You can call or text us at 813-557-9600. During our business hours, Monday through Friday from 9:00 a.m. to 5:00 p.m. (closed on weekends and holidays).

Important: Don’t use social media channels to communicate cancellations or emails.

e. Appointment times: 

We reserve the right to arrive for scheduled appointments within 2 hours of the scheduled time provided on confirmation. For example, if your cleaning is scheduled between 11 a.m. and 12 p.m., your cleaning team might arrive between 11 a.m. and 2 p.m., so they can handle potential delays along the way.

f. Our right to cancel:

We reserve the right to cancel or reschedule a cleaning appointment due to unforeseen circumstances, such as staff illness or inclement weather. We will do our best to reschedule at a time convenient for you.

D. 100% SATISFACTION GUARANTEE

At CloverMaid we want you to be 100% satisfied with our cleaning services, that’s why we offer you a 100% Satisfaction Guarantee 24 hours after the date and time of the service. It applies to all our clients, both one-time and recurring (weekly, biweekly, monthly, etc.).

How does it work?

If you are not completely satisfied with any area of your home after cleaning, just let us know within 24 hours of the end of the service.

What to do if you are not satisfied?

• • • Identify areas: Take pictures of areas that don’t satisfy you. This will help us better understand the problem and solve it efficiently.
    • Send us the photos: Send the photos to our email [email protected]
    • We will review your case: A member of our team will review your case and contact you to coordinate a re-cleaning service as soon as possible.
    • Re-cleaning: We take care of cleaning the areas that do not satisfy you again, at no additional cost to you.

How long will it take to re-clean?

We have a maximum period of between 3 days and a week to make the necessary corrections.

What happens if I don’t contact you?

If you do not contact us within the next 24 to 48 hours to request the re-cleaning service, you will lose the right to this benefit.

Your presence during the re-cleaning:

You must be present during the re-cleaning service so that you can personally verify that the areas that did not satisfy you have been cleaned correctly

E. LIABILITY AND DAMAGES

a. Damage: In the unlikely event that your cleaning professional breaks an item or causes damage to your property during cleaning, please send a detailed report within 48 hours of service to [email protected] with the following information:

• • • Description of the damage.
    • Replacement cost (at fair market value)
    • Photos showing the damage.
    • If you do not report damage within 24-48 hours of the date of service, we will not honor requests for repair or reimbursement for damages.
    • No refunds are given without first a prior visit from a zone manager to assess the issue and determine the amount of the refund.

b. Responsibility: At CloverMaid, we take our responsibility to our customers and their homes very seriously. We have liability insurance that covers any damage caused by our cleaning staff. If for any reason any damage occurs during service, we ask that you inform us within 24 hours of cleaning so that we can address it quickly and effectively.  We are not responsible for any pre-existing damage or wear and tear that may occur in the home.

c. Valuables Protection: Before our staff arrives, we recommend securing or removing any valuable items or confidential documents. While we take every possible precaution, we are not responsible for the loss of any item. Your peace of mind and safety are our priorities, and we are here to provide you with a reliable and quality service.

F. SERVICE RECOMMENDATIONS.

At CloverMaid, we care about providing clear and effective cleaning recommendations for our customers. Our suggestions are based on experience and care for the well-being of your home.

a. Cleaning recommendations: 

At CloverMaid, we pride ourselves on providing detailed and effective cleaning recommendations through our service checklists.  For homes that have been professionally cleaned recently, we suggest General Cleaning/Single Cleaning to maintain freshness and neatness.

Those homes that have not received professional cleaning in the last 30 days can benefit from a Deep Clean, which focuses on removing dirt build-up and ensuring a thorough cleaning.

If you are moving to a new home or moving out of an existing one, you need an easy, fast, and stress-free Move/Out cleaning service.

Post-construction is a specialized service that is carried out after a work or remodeling.        It removes all dust, debris, and debris, leaving the space clean, safe, and ready to use. This detailed process ensures that every corner is spotless, transforming clutter into a clean and livable environment.

b. Services and prices:

At CloverMaid, we understand the importance of respecting your time and providing transparency in our services and pricing. We want to make sure that every customer receives a fair and complete service, with no unpleasant surprises.

Therefore, the information must be provided when booking matches the characteristics and size of your residence. This allows us to offer an accurate pricing program that reflects your specific needs.

If during our cleaning professional’s visit, you determine that more time than originally booked is required due to the conditions of your home, we will speak with you before proceeding. A standard hourly rate, according to the contracted service, will only be applied for each assigned team member, and only after receiving your approval. We want to make sure that you are always informed and comfortable with the service we provide.

If at the time of booking, you need to give us any special instructions, please indicate this in the “Customer Comments” box or inform us during the telephone service.

c. Transparency in our Payment Policy:

• • • Credit/Debit Card: At CloverMaid, we value convenience and transparency in our payment policies. That’s why we have a “Retain/Load Credit Card” policy. This means that we carry out a verification of the validity of the card 24 hours before the service, withholding the corresponding amount. Cleaning payment is processed at 7:00 p.m. (US Eastern Time) after the day of service.
    • We accept all debit/credit cards. In addition, cancellations will be charged to the card on file.
    • It is important to note that fees will apply for credit card processing.
    • Credit Card Decline Fee: A $30 fee will be charged for declined credit card payments.
    • We do not accept cash or check payments and do not accept payments directly to the cleaning staff.

d. Green Cleaning Products

At CloverMaid, we pride ourselves on offering a complete service that not only ensures the impeccable cleanliness of your home but also promotes environmental sustainability. The cost of our services includes the supply of reasonable products and equipment, all of which are eco-friendly and provided by our company. These products are not only effective for cleaning, but they are also environmentally friendly, thus contributing to the preservation of our planet.

e. Recurring services:

At CloverMaid, we understand that every home is unique and has different cleaning needs. That’s why the pricing of our recurring services is determined by taking into account several factors, such as the square footage of your home, the number of bedrooms and bathrooms, as well as the specific conditions of the home.

Importantly, the agreed price is valid for up to 12 months from the date of your first cleaning. In addition, to ensure a fair and equitable relationship with our customers, we adjust our prices annually based on inflation.

At CloverMaid, we are committed to offering transparency and consistency in our pricing, as well as ensuring a high-quality service that meets your needs and expectations.

Benefits of the recurring service:

• • • Pre-scheduled appointments: Enjoy the convenience of having fixed dates for cleaning your home, without having to worry about making new reservations.
    • Priority Support: Receive priority attention via phone and chat, ensuring that any questions or requests are handled quickly.
    • Exclusive discounts: Access special rates and exclusive discounts for our recurring customers.
    • Consistently clean home: Keep your home spotless at all times, contributing to a healthier and more welcoming environment.
    • Flexibility in Service: Although we cannot guarantee that the same cleaning team will visit your home every time, all of our professionals are trained to provide the same exceptional level of service.
    • Service personalization: We adjust our visits to your specific needs, ensuring that your cleaning priorities are met on every visit.
    • Peace of mind and satisfaction: Enjoy the peace of mind that comes with knowing your home is in the hands of reliable and dedicated professionals

f. Pets:

At CloverMaid, we understand that pets are an important part of your home and we want to make sure they are safe and comfortable during our cleaning services. Please make sure to properly place your pets in a travel crate or kennel while our cleaning professionals are working in your home. While our professionals will be kind to your pets, it is important to note that we cannot be held responsible for their behavior. Your safety and well-being are our priority, and we appreciate your understanding and cooperation in this matter.

At CloverMaid, we love pets and know that each one has unique cleaning needs. That’s why we’ve set an additional fee starting at $20 for the second pet, to ensure that we can adequately address any additional cleaning challenges that are required. We give you your first pet!

g. Service Supervision:

To ensure the quality of our service, a CloverMaid quality supervisor can inspect cleaning. You will be notified in advance about this visit, and it will only occur with your prior consent. However, by legal requirements, it is important that if you anticipate that you will not be present during the supervisor’s visit, no one under the age of 16 is left unattended while we are on the premises.

h. Tidy Home

At CloverMaid, we understand that keeping your home organized can be challenging, but we want to provide you with the best service possible. To allow us to carry out our work efficiently and effectively, your home must be tidy before our arrival. This means that clothing, toys, and other items are set aside and not obstructing the floor.

If for some reason you can’t organize your home in advance, don’t worry. We’re here to help. Please let us know and we will be happy to offer you an organization service before you begin cleaning, which must be included in your service time and additional fees will apply. Please indicate this in the “Customer Comments” box or inform us during the telephone service.

 i. Complementary services:

At CloverMaid, we offer add-on services to address additional areas of your home described below; to ensure that we can include these additional services in your programming, we ask that you include them during the booking process. We want to make sure we provide you with exactly what you need to keep your home spotless and organized:

1. 1. 1. Cleaning inside the refrigerator/freezer
      2. Cleaning inside the oven
      3. Cleaning small windows from the inside
      4. Cleaning Empty Kitchen Cabinets
      5. Sliding glass door cleaning (interior/exterior)
      6. Mold/Moisture Removal Treatment in Showers and Bathtubs
      7. Pets. Pay from the second pet.

 j. Services we DO NOT clean:

At CloverMaid, we strive to provide a high-quality, comprehensive cleaning service, but there are some things we can’t clean. This includes:

• •  Storing Multiple Plate Loads
  • Cleaning biohazards (mold, blood, body fluids)
  • Animal waste
  • Insects and/or rodents
  • Hoarding, high levels of trash/debris
  • Intense scrubbing of walls/doors.
  • Interior of curio or porcelain display cases with delicate decoration.
  • Moving or lifting anything heavier than 25 pounds.   We cannot move furniture, but we will try to reach visible places with our hands or with an extension duster.
  • High-reach areas, including windows, chandeliers, or tall light fixtures.
  • We did not climb more than one 2-step ladder. Higher objects can only be dusted off with an extension duster.  Most homes have at least one chandelier or a domed ceiling fan that we can’t reach by hand.
  • Excessive dust build-up on blinds or brittle blinds. We cannot guarantee the results of cleaning the mini blinds.
  •  

k. Before and after photos:

At CloverMaid, we take the quality of our work very seriously and pride ourselves on providing exceptional service to our clients. As part of our commitment to excellence, we reserve the right to document our work, which may include taking before and after photographs, as well as video clips.

It is important to note that these images and videos will be used solely for internal purposes to evaluate and improve our services. We are committed to protecting the privacy and location of your home at all times, and we will take all necessary precautions to ensure that this information is kept confidential.

If you have any concerns or preferences regarding the documentation of our work, please do not hesitate to let us know. We are here to ensure your satisfaction and comfort at every step of the cleaning process.

 G. SECURITY AND CONFIDENTIALITY

If any member of your household requires the use of syringes due to a medical condition, it is important to dispose of them safely. We recommend that you place used syringes and/or needles in a secure container with a lid before final disposal. This is crucial to avoid any risk of accident or puncture injury, which could have serious consequences for the health of our cleaning team.

In addition, we ask that you save or remove any confidential or potentially illegal documents, firearms, substances, or paraphernalia before the arrival of our cleaning professional.

If our cleaning team encounters an environment that represents a health or safety concern, unfortunately, we will not be able to provide the service in your home, as this puts our staff at risk.

However, we will be happy to re-evaluate the situation once these concerns have been addressed and our Security and Confidentiality Terms are met.

At CloverMaid, the safety and well-being of our team and our customers are our top priority, and we appreciate your cooperation in ensuring a safe environment for all.

H. UNFAIR SOLICITATION AGREEMENT

At CloverMaid, we value our cleaning professionals and put a lot of time, energy, and expense into our recruitment, hiring, and training process.

 Our purpose is to maintain low turnover rates. This agreement helps safeguard our mission by providing only the best staff to our deserving clients. Sadly, some people want quality without paying for it and try to undermine our efforts by trying to “steal” our cleaning professionals.

That’s why our clients and cleaning professionals sign our “Unfair Request Agreement.” A fee of US$2 will be imposed.500 (for damages) in case of non-compliance. This helps minimize the risk of unfair requests, which undermines the good experience that all of our customers expect. Help us build a safer place by not hiring our cleaning professionals directly.

I understand that CloverMaid Cleaning professionals cannot work directly with me for a full year after the termination of service.

I understand that I will be charged a $2,500 search fee if I hire a CloverMaid cleaning professional, individually for a private job.

This agreement helps ensure that our clients receive the best possible service and that our cleaning professionals are treated with the respect and dignity they deserve. We thank you for your understanding and cooperation in maintaining our success and the integrity of our team.

I. CONFIDENTIALITY

At CloverMaid, we value and respect your privacy. We are committed to handling all information related to your facilities and personal data with the utmost confidentiality. You can rest assured that we will not share any customer information with third parties without your explicit consent.

We understand the importance of maintaining the trust and privacy of our customers, which is why we strive to meet the highest standards when it comes to protecting your data. If you have any questions or concerns about how we handle your information, please do not hesitate to contact our team.

J. TERMINATION

At CloverMaid, we understand that circumstances can change and that it is important to have flexibility in our business relationships. Therefore, either party has the option to terminate the service contract at any time.

However, we want to make sure that we maintain a strong and fair relationship with our customers. We therefore reserve the right to terminate the agreement immediately in the event of non-payment or violation of the terms and conditions set.

We value transparency and respect in all our business interactions. If you have any questions about our terms of service or need more information, please do not hesitate to contact us. We are here to help you and ensure a positive experience for all our customers.

K. GOVERNING LAW

These terms and conditions shall be governed by and construed by the laws of the State of Florida, without regard to its conflict of law principles.  At CloverMaid, we are committed to complying with all applicable laws and regulations to ensure transparency and integrity in our operations.

L. AMENDMENT

At CloverMaid, we reserve the right to modify these terms and conditions at any time. We will inform you of any changes, and your continued use of our services will constitute acceptance of the modified terms.

We value transparency and want to make sure you’re informed about any updates to our policies.

By accepting our services, you acknowledge that you have read, understood, and agreed to these terms and conditions.

At CloverMaid, we strive to maintain clear and transparent communication with our customers. If you have any questions or need clarification about our terms and conditions, please do not hesitate to contact us. We’re here to help and ensure a satisfying experience in every interaction

 

Customer Happiness Team

CloverMaid LLC