Client Service Agreement

Clear Expectations. Respectful Service. A Better Cleaning Experience.

At Mills Ridge Cleaning & Organization, we believe a great client relationship begins with transparency, communication, and mutual respect. This agreement outlines what you can expect from us and what we ask from you so we can provide consistent, high-quality service while respecting your home, your time, and the safety of everyone involved.

By scheduling services with Mills Ridge Cleaning & Organization, you acknowledge and agree to the following terms and conditions.

We look forward to providing you with a clean, comfortable, and thoughtfully cared-for space.

1. Payments & Pricing

Payment Method
We use a convenient paperless payment system. A valid payment method must be kept on file through our secure customer portal. Payment will be processed 1–2 business days following your service. For your security, please do not send credit or debit card information by text message or email.

Quotes & Estimates
Quotes are based on the information provided at the time of booking, including the size and condition of the home, number of bedrooms and bathrooms, requested services, and other relevant details.

If we arrive and find that the condition of the home, service requirements, or information provided differs significantly from what was originally described, additional time or charges may be necessary. We will communicate with you before making significant changes to your service whenever reasonably possible.

Unpaid Balances
Payment is expected according to the terms provided at booking. Past-due balances may result in the suspension of future cleaning services. Clients may also be responsible for reasonable collection costs associated with unpaid balances, to the extent permitted by applicable law.

2. Scheduling, Cancellations & Home Access

Cancellation & Rescheduling Policy
Your reserved appointment time is set aside specifically for your home. We understand that plans sometimes change and ask that you provide at least one full business day's notice when cancelling or rescheduling.

Cancellations or changes made within this window may be subject to a 50% cancellation fee.

Clear disclosure of cancellation and no-access fees is especially important in residential service arrangements. Cleaning Cancellation Templates notes that cleaning services commonly establish written notice periods and cancellation or lockout policies. [purehomesc...eaning.com]

Access to Your Home
Please ensure we can safely access your home at the scheduled service time. A digital keypad, lockbox, or another secure access arrangement can help make your service seamless when you are not home.

If we are unable to access the property upon arrival, a 50% lockout fee may apply.

Recurring Service & Frequency
Recurring service pricing is based on maintaining your home at the agreed cleaning frequency. Skipping or significantly delaying a scheduled visit can result in additional buildup and additional cleaning time.

If extra time is required at your next appointment, a catch-up fee or adjusted service rate may apply. We will communicate any necessary changes whenever possible.

Ending Recurring Service
You may cancel your recurring cleaning service at any time. We kindly request two weeks' notice whenever possible so we can adjust our schedule accordingly.

3. Health & Safety

Our Cleaning Approach
Mills Ridge provides the supplies and equipment needed to complete your scheduled cleaning unless other arrangements have been made. We prioritize thoughtfully selected cleaning products and a more natural approach to caring for your home.

If you or someone in your household has allergies, sensitivities, pets, specialty surfaces, or specific product preferences, please let us know before your service.

Hazardous Conditions
Our standard cleaning services do not include the removal or remediation of biohazards, bodily fluids, excessive animal waste, mold, or other potentially hazardous materials.

For the health and safety of our cleaning professionals, we also ask that no smoking take place inside the home while cleaning services are being performed.

If an unsafe or hazardous condition is discovered, we reserve the right to stop or decline service in the affected area or property. Depending on the circumstances and time already reserved, a 50% service fee may apply.

Lifting & Reach Limitations
For safety, we do not move furniture or other items weighing more than 15 pounds, and we do not climb higher than a two-step ladder.

Areas that cannot be safely reached or accessed may be excluded from the service.

Weapons & Firearms
All firearms and other weapons must be safely secured and inaccessible before our arrival. Areas containing unsecured weapons will not be cleaned, and our cleaning professional may leave the area or property if necessary for safety.

4. Preparing for Your Cleaning

A Little Preparation Goes a Long Way
Our goal is to spend your scheduled service time cleaning your home rather than organizing personal belongings.

Before we arrive, please pick up excessive clutter such as clothing, toys, paperwork, dishes, and personal belongings whenever possible. This allows us to focus our time and attention on the surfaces and areas you hired us to clean.

If excessive clutter prevents safe or reasonable access to an area, that area may be skipped.

Arrival Windows
Our normal service hours are between 9:00 AM and 5:00 PM. Because cleaning times can vary from home to home, exact arrival times cannot always be guaranteed.

We will do our best to accommodate preferred timeframes and communicate significant scheduling changes whenever possible.

5. Our Quality Guarantee

Your Satisfaction Matters
We take pride in the quality and consistency of our work. If something included in your scheduled service does not meet your expectations, please contact us within 24 hours of your cleaning.

Although we do not provide refunds for completed services, we will work with you to address legitimate service concerns. When appropriate, we will return within two business days to re-clean the specific area at no additional labor charge.

This guarantee applies to areas and tasks included in the originally scheduled service.

Your Feedback Helps Us Grow
We welcome feedback after your cleaning. Your comments help us recognize great work, improve our processes, and continue providing the level of care our clients expect from Mills Ridge.

6. Our Team & Professional Boundaries

Respecting Our Cleaning Professionals
We invest in the people who represent Mills Ridge through training, support, and professional standards.

Clients agree not to privately solicit or hire Mills Ridge employees to perform cleaning or related services outside of Mills Ridge during the service relationship and for any applicable period stated in the final signed agreement.

Any employee-placement or referral fee should be clearly stated in the final agreement and reviewed for compliance with applicable Pennsylvania law before enforcement.

Accidental Damage
We take great care while working in your home. If accidental damage occurs during a cleaning, please notify us promptly so we can review the circumstances and work toward an appropriate resolution.

Pre-existing damage, normal wear and tear, improperly secured items, unstable furnishings, or items that are already damaged or deteriorated should be brought to our attention before your service. Damage and liability provisions are commonly addressed explicitly in cleaning service agreements. Cleaning Service Client Agreement Generator [codingace.net]

7. Pets

We are happy to work in homes with pets. Please let us know about your pets before your first service and provide any information that will help us work safely and comfortably in your home.

If a pet may become anxious, territorial, or interfere with cleaning, we ask that the pet be safely secured in an area we will not be cleaning during the appointment.

While we will always do our best to be mindful of your pets, Mills Ridge cannot assume responsibility for pets that escape from unsecured areas or doors during service.

8. Specialty & Delicate Surfaces

Please notify us in advance of any specialty, delicate, antique, damaged, or unusually sensitive surfaces or furnishings that require specific care or products.

This may include natural stone, unsealed wood, antique furniture, specialty flooring, delicate fixtures, or surfaces requiring manufacturer-specific cleaning instructions.

When we are unsure whether a product or cleaning method is appropriate, we may decline to clean the item or request your approval before proceeding.

Thank You for Choosing Mills Ridge

Your trust means a great deal to us. These guidelines allow us to provide safe, consistent, thoughtful service while creating clear expectations for everyone involved.

We look forward to helping you enjoy a cleaner, calmer, and more comfortable space.