IMPORTANT NOTICE: THESE TERMS CONTAIN A MANDATORY ARBITRATION CLAUSE, A CLASS ACTION WAIVER, AND A LIMITATION OF LIABILITY. BY BOOKING A SERVICE, YOU AGREE TO THESE TERMS IN FULL. PLEASE READ CAREFULLY BEFORE BOOKING.
On-Site Condition Adjustments: All fees listed in these Terms or in any booking confirmation represent baseline rates for typical conditions as described at the time of booking. If the contractor arrives and finds conditions materially different from what was disclosed — including but not limited to excessive pet hair, heavy soiling, hoarding conditions, biohazard-adjacent situations, or a volume of clutter or buildup significantly beyond what a standard clean is designed to address — additional charges may apply. The severity of the condition determines the actual scope and cost, not the base rate alone. No additional charges will be applied without first notifying the Client and receiving explicit approval before work continues. Client retains the right to decline the adjusted scope, in which case the service will be cancelled and the applicable cancellation fee will apply.
1. Scheduling, Access, Cancellations, and Payment
Cancellations and Rescheduling: Cancellations made more than 24 hours before the scheduled appointment incur no charge. Cancellations made within 24 hours of the scheduled appointment, and any appointment where the provider arrives but cannot perform the service due to lack of access or availability at the property, are charged 50% of the service cost. Cancellations attributable to a documented emergency may be reviewed and the fee waived at the Company’s discretion.
Estimated Arrival Windows: The arrival window shown on any booking, confirmation, or reminder is Company’s good-faith estimate only and is not a guaranteed time of arrival. Actual arrival may vary due to traffic, weather, prior appointments, or other circumstances outside Company’s control. Client’s sole remedy for a delayed arrival within the same service day is rescheduling; the Company is not liable for any inconvenience, consequential loss, or damages arising from arriving later than, or earlier than, the estimated window. This section does not limit any remedy Client may have under Section 2 for the quality of the completed cleaning.
Trash Removal: One 13-gallon bag of trash is included with standard service. Providers may use the kitchen trash can to collect trash from throughout the home within that allowance. Additional bags beyond the included allowance are subject to a $10 per-bag disposal fee, which will be confirmed with Client before removal and is never charged retroactively.
Pet Hair: Homes with pets that shed must disclose this at the time of booking. Pre-disclosed pet hair is priced at a flat $20 add-on, as the contractor arrives prepared with the appropriate equipment. Pet hair discovered on-site that was not disclosed at booking is subject to a surcharge of 1.5x the original booking price. The higher rate applies because the contractor must source and bring specialized equipment not carried on a standard clean, increasing the cost of the visit. The adjusted rate will be confirmed with the Client before work continues; Client may decline, in which case the standard cancellation policy applies.
On-Site Condition Adjustments: All fees listed in these Terms or in any booking confirmation represent baseline rates for typical conditions as described at the time of booking. If the contractor arrives and finds conditions materially different from what was disclosed — including but not limited to excessive pet hair, heavy soiling, hoarding conditions, biohazard-adjacent situations, or a volume of clutter or buildup significantly beyond what a standard clean is designed to address — additional charges may apply. The severity of the condition determines the actual scope and cost, not the base rate alone. No additional charges will be applied without first notifying the Client and receiving explicit approval before work continues. Client retains the right to decline the adjusted scope, in which case the service will be cancelled and the applicable cancellation fee will apply.
Recurring Service: Either party may cancel a recurring service arrangement at any time with notice given before the next scheduled cleaning; standard per-visit cancellation terms above still apply to the next scheduled visit if cancelled within 24 hours of that visit. The Company reserves the right to discontinue a recurring arrangement, with reasonable notice, if the account is not maintained in good standing (failed payment, repeated access failures, or safety concerns at the property).
Property Access: If contractors are unable to access the property within 15 minutes of the scheduled arrival window due to any reason attributable to the Client, the full service fee will be charged regardless of whether service was performed. Client is solely responsible for the accuracy of access instructions provided at booking (lockbox code, door code, key location, gate code, or similar) and for ensuring the method of entry functions as described. The Company and its contractors are not liable for any malfunction of a lockbox, smart lock, gate, or alarm system, or for any charge, penalty, or false-alarm fee resulting from Client’s access instructions. Client is responsible for disarming any security system prior to the arrival window or providing functioning disarm instructions; if a security system is triggered because Client failed to provide accurate instructions, Client is solely responsible for any resulting fines, dispatch fees, or charges. Contractors will re-secure the property (lock doors, reset lockbox) upon departure using the same method by which they entered; Client should confirm this expectation in the booking notes if a different closing procedure is required.
Utilities Requirement: Client must ensure electricity and running water are available at the service address at the time of service. If either is unavailable upon contractor arrival for any reason, the service will be cancelled and the full Lock-out Fee will apply.
Surveillance and Recording Devices: Client must disclose at the time of booking whether the service address has any active audio- or video-recording device (including “nanny cams,” doorbell cameras with interior coverage, or smart speakers with recording features) with a field of view or range covering any area to be cleaned. Undisclosed recording of a contractor without the contractor’s knowledge may violate the contractor’s rights under applicable law and is the sole responsibility of the Client, not the Company. The Company reserves the right to decline or discontinue service at a property where an undisclosed recording device is discovered.
Payment Authorization: By completing a booking, Client expressly authorizes the Company to charge the payment method on file for all applicable fees including service fees, cancellation fees, and lock-out fees. All charges are final once service has been rendered or a cancellation or lock-out event has occurred, except for any discretionary credit or refund issued under Section 2. Client agrees to resolve any billing concerns exclusively through the Company’s official claim process before initiating any chargeback or payment dispute with a financial institution. Chargebacks initiated without first exhausting the Company’s claim process constitute a material breach of these Terms and may result in recovery of chargeback fees, collection costs, and reasonable legal fees from the Client.
Communications Consent: By providing a phone number at booking, Client consents to receive text messages, calls, and photo/document transmissions from the Company related to scheduling, arrival updates, service scope, billing, and satisfaction follow-up. Message and data rates may apply. These operational messages are necessary to fulfill a booked service and are not optional; Client may opt out of promotional or marketing texts at any time by replying STOP, which will not affect Client’s ability to receive operational messages tied to an active or future booking. Client acknowledges that text messages and photos are not sent through an encrypted channel and consents to this method of communication; the Company is not liable for interception, misdelivery, or unauthorized access to messages or photos sent to the phone number or email Client provides.
2. Claims, Corrections, and Documentation
24-Hour Notice Requirement: All service-related concerns must be submitted through the Company’s official claim process within 24 hours of service completion, accompanied by written description and photo documentation. Claims submitted after the 24-hour window are not guaranteed a remedy but may still be reviewed and resolved at the Company’s sole discretion.
Remedy: If a valid claim is submitted, the Company’s guaranteed remedy is a re-clean of the identified areas at no additional cost, scheduled within 48 hours where practicable. The Company may, at its sole and unreviewable discretion, also offer a credit toward a future booking or a partial refund in lieu of or in addition to a re-clean. Any such credit or refund is a discretionary courtesy, not an entitlement, and does not waive or modify the remedy structure of this section for any other claim.
Theft Allegations: Any claim involving alleged theft requires a police report filed with the appropriate local law enforcement agency within 24 hours of the service date. A copy of the filed report or report number must be provided to the Company. No theft claim will be reviewed or considered without this documentation.
Photography Consent: The Company and its contractors may take before and after photos for quality assurance, training, and marketing purposes. Client may opt out by submitting a written request to the Company prior to the commencement of service. Before and after photos also serve as the Company’s primary record for evaluating any claim under this Section and may be retained and used for that purpose regardless of any marketing opt-out. Client acknowledges these photos may incidentally capture visible personal property and consents to their use for the quality-assurance and dispute-resolution purposes described here.
3. Safety and Service Limitations
Pets and Occupants: Client is solely responsible for securing all animals and ensuring the safety of all persons on the premises during service. The Company is not liable for any incident, injury, or property damage resulting from unsecured animals, unsupervised children, or unsafe premises conditions. Client is responsible for supervising any minor, elderly, or disabled household member present during service; contractors are not caregivers and will not be responsible for supervising any occupant. Client must disclose the presence of firearms, weapons, or ammunition stored in an accessible (non-locked) location prior to service; the Company reserves the right to decline service or require secure storage before work begins.
Client Preparation: Contractors will not move personal items, clutter, or belongings off surfaces, floors, or counters in order to clean underneath or behind them. Areas that are not cleared prior to the contractor’s arrival will not be cleaned. Client is responsible for ensuring all surfaces, floors, and countertops in areas to be cleaned are cleared before the arrival window. If an Organization add-on has been booked, the contractor will move items off surfaces and floors in the specified areas only; this does not include organizing closets, drawers, or storage.
What Is Not Included: The following are never included in any service tier unless explicitly booked as a paid add-on: laundry washing or folding; dishes; interior window glass; wet-wipe window blinds; balcony or patio; garage; basement (unless Finished Basement add-on is booked); sunroom; home gym; inside washer or dryer; organization of closets, drawers, or storage spaces; stairs (unless add-on booked). Move-out cleans include inside all cabinets, drawers, oven, and fridge, but do not include inside the washer or dryer. Clients are encouraged to confirm scope before booking if they have any question about whether a specific task is included.
Scope of Service: Contractors will perform only the tasks included in the booked service package. No modification to the scope of service is binding unless confirmed in writing by Client through the Company’s booking platform, or by Client’s written reply (text message or email) to the Company’s office confirming an add-on and its price, prior to the contractor performing the additional work. Verbal, on-site agreements made directly with a contractor are not enforceable against the Company and do not obligate the contractor to perform additional work absent this confirmation.
Chemical Sensitivities and Allergies: The Company uses commercially available cleaning products that may contain fragrances, dyes, or common allergens. Client is responsible for disclosing, prior to service, any household member’s or pet’s known allergy or sensitivity to cleaning chemicals, and for supplying Client-preferred products if standard products are not suitable. The Company is not liable for any allergic or sensitivity reaction where such disclosure was not made in advance.
Heavy Items: Contractors will not move furniture, appliances, or objects exceeding 25 pounds. The Company is not liable for any damage resulting from a Client’s request to move such items regardless of whether the contractor complies.
Contractor Assignment: The Company assigns contractors at its discretion based on availability and does not guarantee that a specific individual contractor will be assigned to any given appointment, including recurring bookings. A Client preference for a specific contractor will be accommodated where reasonably possible but is a courtesy, not a contractual guarantee.
Right to Refuse Service: The Company and its contractors reserve the right to refuse or immediately discontinue service at any time if conditions are deemed unsafe, unsanitary, or outside the scope of standard residential or commercial cleaning, including but not limited to biohazards, bodily fluids, animal waste, pest infestations, drug paraphernalia, weapons, or hazardous materials. The full service fee remains due upon refusal or discontinuation for cause.
4. Parties and Acceptance
These Terms of Service (“Terms”) govern all services arranged through Gilbert Home Cleaning LLC, dba Crystal Home Cleaning (referred to as “the Company”). By accessing this platform, completing a booking, or authorizing services at any property, you (“Client”) agree to be bound by these Terms as a legally binding contract.
By completing a booking through this platform, you acknowledge that your electronic submission constitutes a legally binding signature under the Electronic Signatures in Global and National Commerce Act (E-SIGN Act, 15 U.S.C. § 7001 et seq.) and applicable state electronic signature laws. If you do not agree to these Terms in full, do not use this platform or book services.
You represent that you are at least 18 years of age, have full legal capacity to enter into this agreement, and are either the owner of the service address property or have been expressly authorized in writing by the property owner to arrange services at that location. You accept full legal responsibility for any claims arising from a lack of such authority.
5. Disclaimer Regarding Marketing Materials
Any descriptions, ratings, testimonials, or promotional language appearing on Company websites, listings, or marketing materials are provided for general informational purposes only and do not constitute a warranty, guarantee, or representation of specific results. In the event of any conflict between marketing materials and these Terms, these Terms shall govern and control in all respects.
6. Independent Contractor Model and Liability
Contractor Relationship: The Company operates strictly as a management, scheduling, and referral platform that connects clients with independent cleaning contractors. Contractors are not employees, agents, joint venturers, partners, or representatives of the Company in any capacity. Contractors retain full autonomy over the methods, manner, and means by which cleaning services are performed. The Company does not supervise, direct, or control the physical performance of cleaning work. Nothing in these Terms creates or implies an employment or agency relationship between the Company and any contractor.
Insurance: Contractors may carry their own individual liability insurance. The Company makes no representation regarding the existence, scope, coverage limits, or sufficiency of any contractor’s insurance policy. Any insurance-related claims must be pursued directly with the applicable contractor and their insurer. The Company’s reference to contractors as “insured” in any marketing material refers solely to contractor-held policies and does not imply any coverage obligation on the part of the Company.
LIMITATION OF LIABILITY: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE COMPANY EXPRESSLY DISCLAIMS ALL LIABILITY FOR PROPERTY DAMAGE, PERSONAL INJURY, THEFT, LOSS, OR ANY OTHER HARM ARISING FROM SERVICES. IN THE EVENT THE COMPANY IS FOUND LIABLE FOR ANY REASON WHATSOEVER, TOTAL LIABILITY IS STRICTLY CAPPED AT THE LESSER OF THE ORIGINAL SERVICE COST OR ONE HUNDRED DOLLARS ($100). CLIENT EXPRESSLY WAIVES ALL RIGHTS TO CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES. THIS LIMITATION APPLIES REGARDLESS OF THE THEORY OF LIABILITY, INCLUDING NEGLIGENCE, CONTRACT, STRICT LIABILITY, OR TORT. BY BOOKING, CLIENT ACKNOWLEDGES THIS LIMITATION AND AGREES IT IS A MATERIAL CONDITION OF THE COMPANY’S AGREEMENT TO PROVIDE SERVICES.
Pre-Existing Conditions: The Company and its contractors are not responsible for damage resulting from pre-existing conditions, normal wear and tear, or improperly secured items including but not limited to loose fixtures, deteriorated grout or caulk, fragile materials, unsecured artwork, electronics, jewelry, cash, or valuables left in cleaning areas.
Disclaimer of Warranties: THE COMPANY MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR WORKMANLIKE PERFORMANCE. NO GUARANTEE OF SPECIFIC CLEANING RESULTS IS MADE OR IMPLIED BY BOOKING OR BY ANY MARKETING MATERIALS.
Indemnification: To the fullest extent permitted by applicable law, Client agrees to indemnify, defend, and hold harmless the Company, its owners, members, officers, contractors, and affiliates from any and all third-party claims, demands, damages, losses, costs, and legal fees arising out of or related to services performed at the Client’s property, Client’s breach of these Terms, or Client’s own negligence or misconduct, except to the extent directly caused by the Company’s own gross negligence or willful misconduct.
7. Non-Solicitation and Platform Protection
Non-Solicitation Agreement: Client agrees not to directly or indirectly solicit, hire, contract with, or engage any contractor, employee, or affiliate introduced through this platform outside of the Company’s services for a period of two years from the date of Client’s most recent booking.
Liquidated Damages: A liquidated damages fee equal to the greater of $500 or the equivalent of twelve months of the applicable contractor’s average monthly earnings through the Company’s platform will apply for each occurrence of a violation of this provision. The parties agree this formula represents a genuine and reasonable pre-estimate of the Company’s actual harm and is not a penalty. The Company reserves the right to pursue additional legal remedies if actual damages exceed the liquidated amount.
8. Privacy and Data
By booking services through this platform, Client consents to the collection, storage, and use of personal information including name, service address, contact details, and payment information for the purpose of scheduling, billing, quality assurance, and service improvement. The Company will not sell personal information to unaffiliated third parties. Client acknowledges and agrees to the Company’s Privacy Policy, which is incorporated by reference into these Terms.
9. Force Majeure
The Company shall not be liable for any failure or delay in performing services resulting from circumstances beyond its reasonable control, including but not limited to acts of God, extreme weather events, natural disasters, public health emergencies, government orders, civil unrest, contractor illness or emergency, or any other event that makes performance impracticable. In such circumstances the Company will make reasonable efforts to reschedule at the earliest available opportunity.
10. Arbitration, Dispute Resolution, and Class Action Waiver
MANDATORY BINDING ARBITRATION: ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO THESE TERMS OR ANY SERVICE PROVIDED SHALL BE RESOLVED EXCLUSIVELY THROUGH FINAL AND BINDING ARBITRATION. CLIENT EXPRESSLY WAIVES THE RIGHT TO A JURY TRIAL, BENCH TRIAL, AND PARTICIPATION IN ANY CLASS ACTION, COLLECTIVE ACTION, OR REPRESENTATIVE PROCEEDING OF ANY KIND.
Arbitration Fees: For any claim with a value of $1,000 or less, the Company will pay all arbitration filing fees. For claims exceeding $1,000, fees shall be allocated in accordance with the applicable arbitration rules.
Arbitration Process: Arbitration shall be conducted by a single arbitrator under the Consumer Arbitration Rules of the American Arbitration Association (AAA), or such other arbitration provider as mutually agreed. The arbitrator’s decision shall be final, binding, and enforceable, and may be entered as a judgment in any court of competent jurisdiction.
Governing Law: These Terms are governed by the laws of the State of Arizona, without regard to conflict of law principles. Arbitration shall take place in the county where services were rendered.
11. General Provisions
Severability: If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court or arbitrator of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, and all remaining provisions shall continue in full force and effect.
Waiver: The Company’s failure to enforce any provision of these Terms on any occasion shall not constitute a waiver of the Company’s right to enforce that provision on any future occasion. No waiver is effective unless made in writing and signed by an authorized representative of the Company.
Assignment: The Company may assign these Terms and any of its rights or obligations hereunder to any affiliate, successor, or acquirer without Client’s consent. Client may not assign any rights or obligations under these Terms without the Company’s prior written consent.
Entire Agreement: These Terms constitute the entire agreement between Client and the Company with respect to the subject matter herein and supersede all prior or contemporaneous agreements, representations, warranties, or understandings, whether written or oral. No oral statements by any contractor or Company representative shall modify these Terms.
Amendments: The Company reserves the right to update or modify these Terms at any time. Continued use of the platform or booking of services following any update constitutes acceptance of the revised Terms.