Terms, Conditions and Service Agreement

1. ACCEPTANCE OF TERMS

1.1. By booking any cleaning service, submitting payment information, or permitting service to proceed, the Client (“Customer”) acknowledges, understands, and agrees to be bound by these Terms, Conditions and Service Agreement, together with any confirmation email, service checklist, invoice, or written communication provided by My Cleaning Angel, LLC (“Company”).

1.2. This Agreement constitutes the entire understanding between the parties pursuant to Florida Contract Law. Any modification must be made in writing.

1.3. Under Florida Statutes §501.201–501.213 (FDUTPA), all terms are written clearly to avoid any misleading or unfair business practice.

2. SERVICE AGREEMENT

2.1. The Company provides residential and commercial cleaning services according to the service level selected by the Customer (Standard, Deep, Heavy Duty, Post-Construction, Move-In/Move-Out, or other packages).

2.2. Cleaning teams follow the official Company checklists, available on the Company website and provided at booking. Additional or modified tasks must be approved at least one business day prior to service and may result in additional charges.

2.3. Services are rendered 7 days per week from 8:00 AM to 6:00 PM. (Above those hours extras can be charged). We usually have a 2-hour window of arrival. But exact arrival windows cannot be guaranteed. The Company may adjust arrival times due to routing, availability, or operational needs.

2.4. Payment is for the service result, not the duration. Different cleaners work at different speeds but must deliver the agreed-upon scope.

2.5. Our service recommendations are based on our cleaning checklists. We recommend a Standard Cleaning for homes that have been professionally cleaned within the last 30 days. For homes not professionally cleaned within the past 30 days, we recommend a Deep Cleaning. If it has been more than 60 days, we recommend our Heavy-Duty Pack (PCHD – Post-Construction/Heavy-Duty).

3. SATISFACTION GUARANTEE

3.1. The Company provides a 24-hour, 100% Satisfaction Guarantee for all customers.

3.2. If the Customer is unsatisfied with any area, the Customer must:

• Notify the Company within 24 hours of the completed service.
• Provide photos of the missed areas for review.

3.3. If eligible, the Company will schedule a re-clean, to be performed within 3 days, depending on availability.

3.4. The Customer must accept the re-clean to be performed by the same cleaner who originally serviced the home, as the Company stands by the work of its cleaners.
Only in extreme or exceptional cases, and at the Company’s discretion, may another cleaner be assigned to complete the re-clean — and only for the missed areas originally reported.

3.5. The Customer must be present during the correction service to verify results.

3.6. No refunds are provided unless a re-clean has been completed.

Failure to report issues within 24–72 hours voids the Customer’s right to correction.

4. CANCELLATION POLICY

4.1. The Customer may cancel, skip, or reschedule a cleaning with at least 24 hours’ notice.

4.2. Under Florida contract principles, the following cancellation fees apply:

• $70 cancellation fee for cancellations made with less than 24 hours’ notice.
• 50% of the total booking amount for same-day cancellations, cancellations upon cleaner arrival, or situations where the cleaner cannot perform the service due to Customer conditions.

4.3. If the home is deemed unsafe, excessively cluttered, hazardous, or otherwise unsuitable (hoarding, infestations, construction debris, mold, animal waste, etc.), the Company may cancel the service and charge the applicable cancellation fee.

4.4. This policy is enforceable under Florida Statutes §672.210 and § 672.601, permitting reasonable service-based cancellation charges.

5. REFUND POLICY

5.1. As permitted under FDUTPA §501.212(1), the Company maintains a transparent and lawful refund policy:

No refunds will be issued unless the Company has first performed a re-clean and verified that service obligations were not met.

5.2. Dissatisfaction claims without photographic evidence do not qualify for refund consideration.

5.3. Refunds are not provided for circumstances outside the Company’s control (e.g., pre-existing conditions, permanent stains, damage from neglect).

6. PAYMENT TERMS

6.1. The Company accepts only credit and debit cards (processed through Stripe). American Express is not accepted. No checks, no cash.

6.2. The Company maintains a 24-Hour Hold / Charge Authorization Policy. The Customer authorizes the Company to:

• Place a pre-authorization hold prior to service,
• Charge the card on file upon completion,
• Charge cancellation fees as outlined in Section 4.

6.3. Cash payments directly to cleaners are prohibited.

6.4. Under Florida Statutes §672.709, payment is due in full on the date of service, if not late fees may apply.

7. CHARGEBACK & DISPUTE POLICY

7.1. Booking with the Company constitutes express authorization for charges related to:

• Cleaning services rendered,
• Cancellation fees,
• Additional time fees,
• Add-on services.

7.2. Attempting to dispute a valid charge for services actually rendered constitutes a violation of:

• Stripe Chargeback Compliance Guidelines,
• Florida Statutes §817.034 (Fraudulent Claims).

7.3. The Company will provide documentation in all disputes, including:

• Signed authorization forms,
• Photos before/after,
• GPS logs,
• Communication logs,
• Service checklists,
• Cleaner time confirmations.
• All communications phone and email.

7.4. Fraudulent or abusive chargebacks may be pursued legally under Florida law.

8. ACCESS TO PROPERTY

8.1. The Customer is responsible for ensuring safe access to the property.

8.2. If the home has a security system, the Customer must provide codes or ensure the system is disarmed.

8.3. If access is not available upon cleaner arrival, the service may be cancelled and charged according to Section 4.

9. SAFETY & WORKING CONDITIONS

9.1. Cleaners must not be subjected to unsafe conditions, harassment, threats, or interference by pets, contractors, or third parties.

9.2. Under Florida labor safety principles, if a cleaner feels unsafe for any reason, the Company may cancel the service, and the Customer remains liable for 100% of the booking cost.

9.3. Cleaners do not perform tasks outside the cleaning checklist, including:

• Receiving packages
• Opening the door for guests
• Fixing appliances
• Moving heavy furniture
• Handling hazardous materials

10. CUSTOMER RESPONSIBILITIES

10.1. Items of high value (monetary or sentimental) must be handled by the Customer.

10.2. The Company is not liable for:

• Items that were previously damaged,
• Items improperly secured,
• Damage caused by normal cleaning procedures where risk was inherent.

10.3. The Customer must notify the Company at least 24 hours before service if anyone in the household is suspected of having an infectious disease.

The Company reserves the right to cancel in such circumstances.

11. PHOTOS, QUALITY CONTROL & SUPERVISION

11.1. Cleaners may take before-and-after photos strictly for internal quality control, training, and dispute resolution.

11.2. A supervisor may perform inspections with the Customer’s prior consent. No minor under 16 may be left alone during such visits.

12. NON-SOLICITATION OF CLEANERS

12.1. All Company cleaners are contractually prohibited from accepting direct employment from Customers.

12.2. If a Customer hires, solicits, or attempts to hire a current or former cleaner directly, a $1,000 referral fee will be charged.

12.3. Once the fee is paid, the Company assumes no further responsibility for the cleaner’s conduct, taxes, insurance, or work quality.

12.4. All My Cleaning Angel cleaners are contractually prohibited from accepting direct employment, solicitation, or engagement from any My Cleaning Angel Customer unless the applicable exit fee is paid. This restriction remains in effect during their engagement with My Cleaning Angel. Customers agree not to solicit, hire, or otherwise engage cleaners directly, and must coordinate all services exclusively through My Cleaning Angel.

13. EXTRA TIME & CONDITION SURCHARGES

13.1. Prices are based on average cleaning time. If the home requires more than 1 additional hour, the Company may charge for the extra time.

13.2. Additional charges may apply for:

• Excessive dirt,
• Heavy buildup,
• Hoarding conditions,
• Pet waste,
• Construction debris,
• Mold.

14. LIMITATION OF LIABILITY

14.1. The Company is not responsible for pre-existing damage or deterioration.

14.2. Under Florida negligence standards, the Company is liable only for direct damages caused solely by the Company’s proven negligence and not exceeding the value of the cleaning service provided.

14.3. The Company is not liable for consequential, incidental, or speculative damages.

15. GOVERNING LAW & VENUE

15.1. This Agreement is governed by the Laws of the State of Florida.

15.2. Any disputes must be resolved exclusively in the courts of Pinellas County, Florida.

16. SEVERABILITY

16.1. If any clause is deemed invalid, all remaining clauses remain fully enforceable under Florida Statutes §672.302.

17. ACKNOWLEDGEMENT

By booking a service, the Customer agrees that they have read, understood, and accepted all terms in this Agreement.