1. Definitions

2. General Liability & Insurance

2.2. Claim Reporting

All potential damage must be reported in writing within 24–48 hours of service completion with photos and a detailed description.

2.3. Inspection & Investigation

The Company reserves the right to investigate, inspect, and determine cause and responsibility before any repair or reimbursement.

2.5. Liability Exclusions

The Company is not liable for:

• Pre-existing damage
• Items not securely installed or structurally sound
• Fragile items not disclosed
• Items valued over $500 unless declared in writing
• Damage from client-provided equipment or products
• Specialty surfaces that were not disclosed
• Wear and tear
• Faulty or improperly installed fixtures or appliances

3. Damage Policies

3.1. Minor Breakage

Items under $100 may be replaced, repaired, or reimbursed at the Company's discretion.

3.2. Valuables & High-Risk Items

Clients must secure valuables including cash, jewelry, artwork, antiques, electronics, collectibles, and heirlooms. The Company is not responsible for unsecured valuables.

4. Bonding & Theft Protection

4.1. Employee Bonding

Employees are bonded for protection in the case of proven theft.

4.2. Theft Claims

Theft claims must be reported within 24 hours and require a police report.

4.3. Coverage Limitations

Bonding covers confirmed theft only, not misplaced items.

5. Employee Safety, Breaks & Conduct

5.1. Background Checks

All employees are screened and vetted.

5.2. Work Safety

Employees may not:

• Climb unsafe structures
• Move heavy furniture
• Work in unsafe environments
• Clean biohazards (unless approved)

5.3. Pet Safety

Clients must secure pets to ensure safe cleaning.

5.4. Break Policy

• Cleaners may take one 5–15 minute break included in the booking time
• Breaks over 15 minutes pause the cleaning timer, and the Client is not charged
• Long breaks may extend the cleaning end time

6. Non-Solicitation

6.1. Agreement

Clients agree not to hire or solicit Company employees for 24 months after their last service.

6.2. Violation Fee

Violation results in a $5,000 non-solicitation fee.

7. Subcontractors

7.1. Usage

The Company may use subcontractors when needed.

7.2. Insurance Coverage

Subcontractors are insured or covered under Company policy.

7.3. Quality Responsibility

The Company remains responsible for quality.

8. Limitation of Liability

The Company is not liable for:

• Loss of income
• Emotional distress
• Consequential damages
• Incidental damages
• Delays due to weather or unsafe conditions

Maximum liability is limited to the cost of the cleaning appointment or the amount covered by insurance.

9. Property Access

9.1. Safe Access

Client must provide safe access to the property.

9.2. Lockouts

Lockouts or inability to enter may incur a fee.

9.3. Alarm Systems

The Company is not responsible for false alarm charges.

9.4. Weather Conditions

Weather or unsafe conditions may cause rescheduling.

10. Cleaning Supplies

10.1. Company Provided

The Company provides:

• Cloths
• Sponges
• Scrubbing tools
• Cleaning sprays/products
• Swiffer/light mop for small homes

10.2. Client Provided

Clients must provide:

• Vacuum cleaner
• Broom
• Mop (for houses or large condos)
• Toilet brush
• 2–3 step ladder

Equipment must be in safe, working condition. Broken or missing equipment may increase cleaning time or reduce cleaning quality.

11. Client-Owned Vacuum Disclaimer

11.1. Company Not Responsible For

• Brush roll blockages
• Hair build-up
• Filter blockages
• Wear and tear
• Damage due to lack of maintenance

11.2. Client Responsibility

The Client is fully responsible for maintaining their vacuum.

12. Faulty or Improper Installation

The Company is NOT responsible for damage caused by:

• Faulty hardware
• Loose installation
• Unstable shelving
• Defective appliances
• Items that break during normal cleaning

13. Specialty Surfaces

Clients must notify the Company in advance of surfaces requiring special care. If not informed, the Company is NOT liable for damage. All surfaces are assumed sealed and ready for cleaning unless stated otherwise.

14. Moving Furniture

14.1. Items Not Moved

Employees are NOT required to move:

• Couches
• Beds
• Dressers
• Heavy furniture

14.2. Small Items

Small items (side tables, chairs) may be moved.

14.3. Hardwood Protection

Furniture on hardwood floors is assumed to have anti-scratch protection.

14.4. Notification Requirement

If certain items must not be moved, the Client must notify the Company before cleaning begins.

15. Equipment Delivery (Optional Service)

The Company offers equipment delivery for an additional charge. This service is available only in Downtown and Midtown areas.

16. Exceptions

16.1. Small Condos / Apartments

A vacuum is not required if:

• No carpets
• No pets
• Minimal dust

A broom + dustpan is sufficient.

16.2. Swiffer Use

Our cleaners carry a Swiffer for small units. Large homes must supply a regular mop.

16.3. Step Ladder

Required for:

• Cabinet tops
• High shelving
• Light fixtures
• Windows
• Move-in/out and deep cleans

Some general cleanings do not require a ladder.

17. Satisfaction Guarantee

17.1. Issue Reporting

Issues must be reported within 24 hours.

17.2. Reclean Service

A reclean will be provided at no charge.

17.3. Refund Policy

No refunds will be issued without a reclean attempt.

18. Cancellation Policy

18.1. Notice Requirement

24-hour notice is required to avoid a cancellation fee.

18.2. Same-Day Cancellations

Same-day cancellations may be charged up to the full-service amount.

18.3. Recurring Cleanings

Skipped recurring cleanings may result in price adjustments.

19. Payment Terms

19.1. Payment Due

Payment is due at the time of service.

19.2. Accepted Methods

Accepted: credit/debit, e-transfer, ACH.

19.3. Late Payments

Late payments may incur fees.

19.4. Chargebacks

Chargebacks are prohibited and considered fraud.

20. Health, Safety & Biohazards

Employees cannot clean:

• Pet waste
• Mold
• Bodily fluids
• Infestations (bed bugs, roaches)
• Hazardous materials

Deep or hazardous cleaning may incur additional fees.

21. Photo Documentation

The Company may take photos for:

• Before/after documentation
• Damage evidence
• Quality assurance

Photos are not shared publicly.

22. Termination of Service

Aurelia Luxury Cleaning Inc. may terminate service for:

• Unsafe conditions
• Repeated cancellations
• Non-payment
• Harassment or disrespect