TuClean Policies & Terms of Service

 

1. Payment Policy

    •    All cleanings require full payment at the time of scheduling, unless the service exceeds $500.

    •    For services over $500, a 50% non-refundable deposit is required to secure the appointment. The remaining balance is due on the day of service before cleaning begins.

    •    TuClean accepts cash, card, and approved electronic payment methods.

 

⸻

 

2. Cancellation & Refund Policy

    •    Refunds are available only for cancellations made 48 hours or more before the scheduled appointment.

    •    Cancellations made 24–48 hours before the appointment may qualify for a service credit, but are not refundable.

    •    Cancellations within 24 hours or same-day cancellations receive no refund.

 

⸻

 

3. Missed Appointment / No-Entry Policy

    •    Clients must honor the scheduled appointment time.

    •    If the cleaner arrives and cannot access the home within 15 minutes, the appointment is considered a same-day cancellation.

    •    No refund will be issued.

    •    The client must rebook and repay in full for a new appointment — no exceptions.

 

⸻

 

4. Rescheduling Policy

    •    Clients may reschedule up to 24 hours in advance without penalty.

    •    Rescheduling within 24 hours is treated as a late cancellation and follows the cancellation policy above.

    •    Deposits for services over $500 can be transferred only if rescheduled 24+ hours in advance.

 

⸻

 

5. Pet Policy

    •    Pets must be secured or placed in a separate room during cleaning.

    •    A $50 pet fee is applied to homes with pets to account for additional time, equipment, and sanitation required.

    •    TuClean is not responsible for pets that escape or interfere during the cleaning process.

 

⸻

 

6. Safety & Work Conditions

    •    The home must be in a safe, hazard-free condition to perform services.

    •    Service may be paused or stopped if cleaners encounter:

    •    Hazardous or unsafe conditions

    •    Loose or aggressive pets

    •    Excessive clutter not included in the booked service

    •    Unstable furniture or structures

    •    If service cannot be completed due to unsafe or unprepared conditions, it will be treated as a same-day cancellation with no refund, and the client must rebook and repay for a new appointment.

 

⸻

 

7. Scope of Work

    •    Services will reflect the exact cleaning package booked (Basic, Deep, Move-In/Move-Out, etc.).

    •    Tasks not included in the booked service (e.g., laundry, oven interior, fridge interior, heavy organization) may require additional charges or a separate appointment.

    •    Results vary depending on the starting condition of the home, and excessive buildup, stains, or damage may require additional time or fees.

 

⸻

 

8. Damage Notice

    •    TuClean does not currently carry insurance, so we ask clients to ensure fragile items are safely stored prior to service.

    •    TuClean is not responsible for pre-existing damage, unstable items, or items that break due to age, wear, or improper installation.

    •    Any concerns must be reported within 24 hours of service completion.

 

⸻

 

9. Satisfaction Policy

    •    If you have concerns about your cleaning, you must notify TuClean within 24 hours.

    •    TuClean may offer a touch-up or correction, depending on the situation, but refunds are not provided for completed services.