Residential Terms & Conditions
Last Edited: September 26, 2025
Overview
These Terms and Conditions (“Terms”) govern residential cleaning services provided by Westies OB LLC, doing business as Luxe Cleaning Company (“Luxe,” “we,” “our,” or “us”), to the individual or entity receiving services (“Client” or “you”). By scheduling or receiving services, you agree to be bound by these Terms. Please read them carefully to understand your rights and obligations.
1. Service Scope and Client Responsibilities
Luxe Cleaning Company provides residential cleaning services including: standard home cleaning, deep cleaning, routine cleaning, post-construction cleanup, Airbnb turnovers, window cleaning, gutter cleaning, detailed appliance cleaning, in-home laundry services, property clean-outs, and rental turnovers. All services must be specified in the service quote or contract.
Clients are responsible for:
- Providing accurate and complete information about the property.
- Ensuring the home has electricity, water, and reasonable access on the scheduled day.
- Ensuring the home’s temperature is set between 67-77 degrees on the scheduled day.
- Securing pets that may pose a safety risk or interfere with cleaning services.
- Ensuring children and pets remain out of active work areas during service.
- Notifying Luxe of any special instructions, access codes, or requirements before service.
2. Supplies and Equipment
Luxe provides all standard cleaning products and equipment. Specialty equipment (e.g., step ladders, furniture sliders) may be used as required, only if specifically included in the service scope. Clients do not need to provide any cleaning tools or vacuums.
If the Client requests that Luxe use their personal cleaning supplies, equipment, or tools, Luxe shall not be held liable for any damage, ineffectiveness, or safety issues resulting from their use. Clients assume full responsibility for any outcomes associated with non-standard products or tools they supply.
3. Appointment Scheduling and Access
Clients will receive email and/or text reminders prior to their scheduled service. While Luxe strives to arrive on time, a standard arrival window of 30–60 minutes should be expected.
If access to the property is not available at the scheduled time and Luxe is unable to perform the service, a lockout fee of up to 50% of the service rate may apply. This covers costs related to technician time and lost opportunity.
4. Cancellations and Rescheduling
To cancel or reschedule an appointment, clients must submit the request through the client portal, or by contacting Luxe at info@goluxeclean.com or by phone. Requests must be made at least 36 hours in advance (excluding weekends and holidays) to avoid a cancellation fee.
Cancellations made with less than 36 hours’ notice may result in a fee up to 50% of the quoted service price. No fees will apply if cancellation is due to an emergency and Luxe is notified promptly.
5. Payment Terms
Payment is due at the time of service unless otherwise specified in writing. Luxe accepts credit card, ACH, and Zelle payments, all processed through our secure online portal.
Luxe reserves the right to collect payment in advance for certain service types or first-time bookings. Late payments may be subject to a $15 administrative fee after 48 hours. Credit cards are not stored by default.
6. Satisfaction Guarantee
Luxe offers a satisfaction guarantee. If you are not satisfied with the results, you must notify Luxe within 24 hours of the service. Luxe will return to re-clean the affected areas at no additional cost until the matter is resolved. Refunds are not offered.
7. Damage and Liability
Luxe carries general liability insurance and a janitorial bond. In the event of accidental damage, Luxe will evaluate each case individually. Items valued under $100 may be repaired or replaced at Luxe’s discretion.
Luxe is not responsible for damage due to unstable fixtures, unsecured decorations, existing structural issues, or items not disclosed as fragile or high-value before service. Damage claims must be reported within 24 hours of service.
8. Service Limitations
Luxe does not handle biohazards, pest infestations, mold remediation, or cleanup involving bodily fluids. Technicians may decline or pause service if the environment is deemed unsafe.
We do not guarantee removal of permanent stains, deep grout discoloration, or mineral deposits that have accumulated over long periods.
9. Photos and Quality Assurance
Luxe may take before and after photos of cleaning areas for quality control and staff training. Photos used for marketing will never contain identifying personal information and will comply with privacy expectations.
10. Review Requests
Following service, Luxe may contact you to request a review on platforms such as Google, Nextdoor, or similar sites. Feedback helps us maintain high standards and recognize excellent team performance.
11. Non-Solicitation of Staff
Clients agree not to solicit Luxe employees or any technicians working for Luxe for private employment for a period of one (1) year after the last cleaning service. If a client directly hires an employee or any technician working for Luxe, a $3,500 placement fee will be charged.