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1. Cleaning Appointment Arrival Time

We provide a 45-minute arrival window for our cleaners (“Angels”). This excludes unforeseen circumstances such as accidents, traffic, or weather. If we are running late, we will contact you.

Customers are expected to be on time. If you fail to do so, our cleaners have a 15-minute wait period. After that, the appointment may be dismissed.

2. Cleaning Cancellation or Rescheduling

We understand that unexpected circumstances may arise. Cancellations or rescheduling require 72 hours notice before the office closes (9AM–5PM PT daily).

If notice is provided less than 24 hours before 5PM, or if our cleaners cannot access the property, a cancellation/rescheduling fee ($92.70) may apply depending on the service.

Schedule changes must go through our office, not the cleaners, via phone or online during office hours.

After Hours Notice: Calls after office hours (5:01PM–8:59AM PT) will go to voicemail. Emails or texts will not be monitored until the office reopens. Late cancellations will incur the fee.

Recurring service cancellations must be notified during office hours before the scheduled cleaning. Recurring services are priced at a reduced rate; cancelling after one cleaning may result in charges at the regular one-time cleaning rate.

3. Extenuating Circumstances

Cancellations due to illness (including COVID-19), accidents, or serious family matters require attestation and/or documentation. If an appointment has begun, the cancellation fee still applies.

4. Payments

As of 09/01/2020, Top Pro Cleaning Services accepts Credit Cards only for new clients, with a 3% service fee.

For past recurring clients (before 08/31/2020), the following methods are accepted:

• Venmo

• Zelle

• Credit/Debit Card

• Bank-to-bank transfers (ACH) / Invoice

Payment is due within 72 hours of service completion. Unpaid cleanings will be recorded on the client account, and a 1% daily interest will be applied after 72 hours.

Parking costs added at the time of booking are the client’s responsibility.

5. Scheduling

One-Time Cleanings are typically scheduled at 9AM or 1:30PM. We aim to complete services within the requested time.

Recurring services usually have the same cleaners, though staff may change due to illness, departure, or vacation.

If additional cleaning time is required, our office will contact you for authorization before continuing. Additional time can only be added in 30-minute or 1-hour increments at the applicable rate.

6. Solicitation of Employees

Customers may not solicit our employees for cleaning services during their employment or within three (3) years after their employment ends. Top Pro Cleaning Services is not liable for actions taken by employees outside the scope of employment.

7. Arrival Times

Exact start times cannot be guaranteed due to traffic or other client requests. Clients with strict time requirements should notify the office in advance.

A 30–45 minute window is provided for standard cleanings and a 1-hour window for specialist services.

8. Holidays

Cleaning appointments on holidays may be rescheduled. If the original date is preferred, holiday rates will apply.

9. Cleaning Service Guarantee

We take pride in our services. If an area is not cleaned to your expectation, we will re-clean it. Notification must occur within 48 hours of the scheduled cleaning.

Please note: We do not move furniture or remove hazardous materials (e.g., mold, blood). Services may be refused at staff discretion.

10. Wash, Dry, and Fold Laundry Services

You agree that clothes provided are suitable for standard washing and drying. We are not responsible for damage caused by unsuitable clothing or items left in pockets.

Normal wear and tear may occur. We reserve the right to decline specific items. If items must be washed separately, please pre-sort to avoid delays.

11. Gratuity

Gratuity is optional. Tips can be given in cash directly to the cleaner or noted to the office for electronic payment.

12. Supplies

We use high-quality, eco-friendly, and hypoallergenic cleaning products. Customers may provide their own products if notified in advance via email, phone, or text.

13. Gift Certificates

Gift certificates do not expire, cannot be returned, and cannot be redeemed for cash. Additional service time beyond the certificate value is the responsibility of the recipient.

14. Privacy

We collect information voluntarily provided through our website, including name, address, phone, and email. This information is used to provide estimates, improve services, and contact clients regarding promotions or surveys.

We do not sell, trade, or transfer your information except as required to operate the Website or comply with law. Third-party linked sites are not endorsed by Top Pro Cleaning Services.

You may opt out of communications at any time by emailing: toppro.cleaning.co@gmail.com

Compliance:

• Children’s Online Privacy Protection Act (COPPA)

• CAN-SPAM Act

• Telephone Consumer Protection Act (TCPA)

• California Online Privacy Protection Act (CalOPPA)

15. Call Recording

Calls to our phone lines may be recorded for quality purposes. Recording stops when a call ends.

If you do not wish your call to be recorded, please contact us via our website forms or email.

16. Policy Updates

Top Pro Cleaning Services reserves the right to update these policies at any time. Changes are effective immediately upon posting to the Website.