Service Agreement and Conditions

1. Authority

By accessing or using this Site, you affirm and represent that you are at least 18 years of age and have the legal capacity to enter into a binding contract under the laws of Washington State. You further agree to comply with these Terms and acknowledge that SBM’s trademarks, copyrights, and proprietary materials are protected under applicable laws.

By booking a cleaning service and submitting the required 50% service deposit, you expressly consent to and accept the terms outlined in our Service Agreement, which governs all aspects of the services provided. Your booking and payment constitute your acknowledgment and agreement to be bound by these terms, as well as any policies or conditions referenced therein.

2. Services

A. Types of Cleaning Services

SBM offers a variety of professional cleaning services, each governed by specific terms:

Flat-Rate Cleaning: Includes a satisfaction guarantee. Any requests for re-cleans must be made prior to the cleaning staff’s departure or within 24 hours of service completion*. Requests made outside this timeframe will not be honored.

Hourly Rate Cleaning: Requires a minimum booking of (2) hours. This service does not include a satisfaction guarantee. Clients are responsible for purchasing additional cleaning time as needed. Additional time must be agreed upon and paid for in full before the cleaning staff’s departure.

Deep/Move-Out Cleaning: Requires a minimum booking of (2) hours. Additional charges may apply if the condition of the home requires more time or effort than anticipated.

By booking any of these services, clients acknowledge and agree to the specific terms associated with their selected service, as well as all general terms outlined in the Service Agreement.

3. Payment Policy

A. Payments

Deposit: A 50% deposit is required at the time of booking and is non-refundable if canceled within 48 hours of the scheduled service date. If the deposit is paid on the day of service, after it has been previously invoiced, any processing delays may occur, and no refund will be issued under any circumstances.

Balance: The remaining balance is due in full on the day of service. Failure to pay the balance by the scheduled date will result in the application of late fees, as specified in the Service Agreement.

This payment policy is applicable to all fees related to the service, including but not limited to late fees, cancellation fees, rescheduling fees, lockout fees, and any other charges outlined in the Service Agreement. Reminder: By booking and paying the deposit, clients acknowledge and agree to these terms and conditions.

B. Late Payments

All payments for services rendered are due on the day of service or the day the invoice is issued. In the event of a late payment, the following late payment policy will apply:

Payment for any cleaning service is due on the day of service.

Grace Period: There is a 1-day grace period after the due date.

Late Fee After Grace Period: 5% late fee is applied 1 day after the payment is overdue.

Interest Charges: After 30 days, an interest charge of 7.5% is added every 30 days the payment remains overdue.

Late Fee Cap: After 60 days, a maximum of 20% of the outstanding balance will be charged as late fees and interest.

Collections and Legal Action: If payment is not received within the specified time frame and no payment plan has been established, SBM reserves the right to pursue collection of the outstanding balance, including through small claims court or other legal means, at the company’s discretion.

Responsibility for Payment: The individual or entity named on the invoice, as well as the person associated with the payment method (credit card, debit card, or other payment forms), will be held fully responsible for the payment. Bills will be sent to the service address provided in the account records, and failure to receive the bill does not absolve the client of their payment obligation.

By booking a cleaning service with us, service requester acknowledge and agree to comply with this late payment policy.

C. Tipping

Tipping is optional and not required, but it is greatly appreciated. Any cash left for the cleaning technician is considered a gratuity and cannot be applied toward the service fee or any outstanding balances. SBM accepts payments exclusively through Square, and any payments made directly to the cleaning technician will be treated as a tip. By booking our services, clients acknowledge and agree to this policy.

D. Refunds

No Refunds for Completed Services: Once a service has been completed, no refunds will be issued. This includes all cleaning services provided in full as per the agreed-upon terms.

Refunds for Uncompleted Services: Refunds may be considered only for services that were not completed as scheduled, subject to the cancellation, reschedule and lock-out policy outlined in Service Agreement.

4. Cancellation and Rescheduling Policy

Cancellations/Reschedules 48 Hours or More Before Scheduled Service: Cancellations made at least 48 hours prior to the scheduled service will incur no charge.

Cancellations/Reschedules Between 24 to 48 Hours Before Scheduled Service: Cancellations made between 24 to 48 hours before the scheduled service will incur a charge equal to 50% of the total service fee.

Cancellations/Reschedules Less Than 24 Hours Before Scheduled Service: Cancellations made less than 24 hours before the scheduled service, or in the event of a lockout, will incur a charge equal to 100% of the total service fee.

5. Supplies and Equipment

Seattle’s Best Maids provides all necessary cleaning supplies and equipment to complete our services to the highest standards of quality.

If a client requests the use of their own supplies or vacuum, SBM cannot guarantee that the cleaning will meet our usual standards of excellence. This is due to potential variations in the performance, condition, or suitability of client-provided items.

To ensure optimal results, we strongly recommend allowing our team to utilize the supplies and equipment we provide. SBM is not responsible for any delays, incomplete services, or diminished cleaning quality resulting from the use of client-provided items.

6. Satisfaction Guarantee

Flat-rate services come with a satisfaction guarantee for re-cleans within 24 hours. This does not apply to hourly services or homes in poor condition. However, the satisfaction guarantee is waived if the cleaning technician checks in with the client in person before departing, and the client approves the work without notifying the technician of any areas that need additional attention prior to departure.

7. Recurring Services

For recurring services:

Invoices will be issued prior to each scheduled service.

No deposit is required; however, full payment is due on the day of service. Failure to remit payment on the scheduled date will result in the application of late fees, as outlined in the Service Agreement.

8. Modifications and Termination of Service

A. Service Changes

Requests for changes to the service, including but not limited to switching from flat-rate to hourly rate, rescheduling, or canceling services, must be submitted no later than 48 hours prior to the scheduled service date. Requests made after this time may incur additional charges or be subject to cancellation fees, as outlined in the Service Agreement.

B. Termination

SBM reserves the right to terminate services immediately in the event of non-payment, safety concerns, or any other circumstances deemed necessary by SBM in its sole discretion. In such cases, no refunds will be provided, and any outstanding balances will remain due and payable.

9. Photo and Video Release

By using the services of Seattle’s Best Maids, LLC (“SBM”), you hereby grant SBM the irrevocable right to capture photographs and/or videos of your property before and after cleaning services are rendered. These images and recordings may be used by SBM for promotional purposes, including, but not limited to, advertising, marketing materials, social media platforms, and website content.

If you do not consent to the use of photographs or videos of your property, you must notify SBM in writing prior to the scheduled service. Failure to provide written notice will be deemed as consent to such use.

10. Safety Policies

Clients are responsible for the following to ensure a safe and efficient cleaning experience:

Fragile Items and Valuables: Clients must inform SBM of any fragile, valuable, or irreplaceable items that require special attention. It is the client’s responsibility to ensure such items are properly protected or removed prior to service.

Pets: Clients must secure pets in a safe area during the cleaning service to prevent any potential harm to the animals, cleaning technicians, or property.

Safe Environment: Clients must ensure that the premises are free from hazards and provide a safe working environment for the cleaning technicians. This includes removing any obstacles, ensuring adequate lighting, and addressing any known safety concerns prior to the scheduled service.

Failure to adhere to these safety policies may result in service delays, additional charges, or cancellation of the cleaning service at the discretion of SBM.

11. Privacy Policy

Your use of our Site is governed by our Privacy Policy, which details the collection, use, and protection of your personal data. By accessing or using the Site, you acknowledge that you have read, understood, and agree to the terms outlined in our Privacy Policy.

12. Payment Dispute Policy

In the event of a dispute, the client must first attempt to resolve the issue through direct communication with SBM’s customer support. If unresolved, the matter may proceed to legal action as outlined in the agreement.

Dispute Processing Fee: A non-refundable dispute processing fee of $50 will be charged for any disputed payments, including but not limited to chargebacks, reversals, or disputes initiated by the client for any reason.

Retention of Service Fees: SBM reserves the right to retain up to 100% of the service fee in accordance with its established cancellation, rescheduling, and other service policies. Refunds or adjustments to payments shall be made solely in accordance with these policies, and any disputes regarding refunds will be resolved in accordance with the terms set forth in this agreement.

Late Fees and Collections: Late fees, as specified in this agreement, will continue to accrue every two (2) days on any outstanding balances. In the event the dispute remains unresolved for a period of 30 to 60 days, depending on the outstanding balance, SBM reserves the right to initiate legal proceedings, including filing a claim in small claims court or referring the account to collections.

Legal Liability: The individual or entity identified as the primary account holder, or the individual associated with the payment method (credit card, debit card, or otherwise), will be held legally responsible for the full payment of any outstanding balances, including fees incurred under this dispute process. SBM will send invoices to the address associated with the account, and failure to receive or acknowledge the invoice shall not discharge the client’s payment obligations.

13. Governing Law

These Terms shall be governed by, and construed in accordance with, the laws of the State of Washington, without regard to its conflicts of law principles.

14. Electronic Communications

By using the Site, you consent to receive communications electronically.

15. Force Majeure

Seattle’s Best Maids, LLC (“SBM”) shall not be held liable for any failure or delay in the performance of its obligations under these Terms due to circumstances beyond its reasonable control, including, but not limited to, acts of God, natural disasters, pandemics, government-imposed restrictions, strikes, terrorism, war, or other unforeseeable events. In such cases, SBM reserves the right to reschedule services without penalty or liability.

16. Liability Disclaimer

Services provided by Seattle’s Best Maids, LLC (“SBM”) are offered “as is,” without warranties or guarantees. SBM is not liable for any inaccuracies, damages, or losses arising from the use of the website or services. By using the website or booking services, you accept that SBM is not responsible for any incidental damages, errors, or omissions.

17. Liability for Personal Property

A. Client Responsibility for Fragile and Valuable Items

Clients are responsible for identifying and securing fragile, valuable, irreplaceable, unstable, previously damaged, or unusually delicate items before service begins. Items should be removed from areas to be cleaned or disclosed to SBM in writing before the appointment. SBM is not responsible for ordinary wear and tear, pre-existing damage, manufacturer defects, unstable or improperly assembled furniture, damage caused by client-provided products or equipment, or damage that cannot reasonably be attributed to SBM’s services.

B. Notice and Documentation of a Property-Damage Claim

Any property-damage claim must be reported to SBM in writing as soon as reasonably possible and no later than 24 hours after the service is completed. The notice must identify the item, describe the alleged damage, state when and how the damage was discovered, and include clear photographs and any other reasonably available supporting information. A statement that SBM or its cleaning technicians are assumed to have caused damage, without supporting facts or evidence, is not sufficient by itself to establish responsibility. SBM may request proof of ownership, age, original cost, prior condition, maintenance or repair history, and reasonable repair or replacement estimates when relevant to evaluating the claim.

C. Preservation, Inspection, and Investigation

The client must preserve the item and the surrounding area in substantially the same condition in which the alleged damage was discovered and must provide SBM a reasonable opportunity to inspect the item, investigate the circumstances, and obtain its own repair estimate before any repair, restoration, disposal, replacement, or alteration is performed. The client must reasonably cooperate with SBM’s investigation. This requirement does not prevent reasonable emergency action needed to protect health or safety or to prevent additional damage, but the client must document the condition before taking such action whenever reasonably possible and notify SBM promptly.

D. Repairs and Service Providers

SBM retains the right, if it accepts responsibility for covered damage, to select or approve a qualified repair professional, arrange the repair or restoration, or offer another reasonable resolution. The client may not bind SBM to a contractor, repair professional, price, replacement, or other expense without SBM’s prior written authorization. Except for documented emergency mitigation described above, SBM is not responsible for unauthorized work or costs incurred before SBM has had a reasonable opportunity to inspect and respond. If the client repairs, alters, disposes of, replaces, or sends an item to a third party without SBM’s prior written authorization, and doing so materially prevents or prejudices SBM’s ability to investigate, determine causation, evaluate the condition, or arrange a remedy, SBM may deny or reduce the claim to the extent permitted by law.

E. Camera and Recording Evidence

If the client states that a camera, doorbell camera, security system, or other recording device captured or may have captured the relevant area during the service, the client must preserve the relevant recording and, upon SBM’s reasonable written request, provide the portion reasonably necessary to evaluate the claim, including a reasonable period before and after the alleged incident. The client may redact unrelated private content so long as the relevant events, date, time, and continuity are not obscured. If requested recording evidence within the client’s possession or control is not preserved or provided and its absence materially prevents or prejudices SBM’s investigation, SBM may deny or reduce the claim to the extent permitted by law. This provision does not require a client to create footage that does not exist or to provide recordings unrelated to the claim.

F. Claim Evaluation and Resolution

SBM will evaluate property-damage claims based on the available facts and evidence. Submission of a claim does not constitute an admission of liability. If SBM accepts responsibility, any repair, replacement, reimbursement, or other resolution must be approved by SBM in writing before costs are incurred. When repair is reasonably possible, SBM may elect repair or restoration rather than replacement. Any resolution will account for the item’s age, condition, depreciation, pre-existing damage, and reasonable repair cost, as permitted by law. Nothing in this section excludes or limits any right or liability that cannot lawfully be excluded or limited.

G. Forty-Eight-Hour Resolution Window and Claim Closure

After a client provides timely written notice of alleged damage within the 24-hour reporting period described above, the client must remain reasonably available and cooperate so that a written resolution can be agreed upon within 48 hours after the initial notice. The written resolution may provide for repair or restoration by a professional selected or approved by SBM, an agreed payment, reimbursement of an amount approved in advance by SBM, denial of the claim, or another resolution accepted in writing by both parties. The repair, restoration, or payment does not need to be scheduled, performed, or completed within the 48-hour period; only the method and terms of resolution must be agreed upon in writing.

The 48-hour period will not run against SBM while SBM is waiting for documentation, relevant camera footage, access to inspect the item, a repair estimate, or other information reasonably requested from the client. If the client stops communicating, does not reasonably cooperate, authorizes work without SBM’s written approval, or fails to accept or reject SBM’s proposed resolution in writing within the applicable 48-hour period, the claim will be considered abandoned and closed. To the fullest extent permitted by law, SBM will have no further responsibility for that claim or for any repair, replacement, professional fee, or other cost incurred after the claim is closed. SBM may reopen a closed claim only through express written confirmation.

18. Indemnification

You agree to indemnify, defend, and hold harmless Seattle’s Best Maids, LLC (“SBM”), its officers, employees, agents, and affiliates from and against any and all claims, damages, liabilities, losses, costs, and expenses (including reasonable attorney fees) arising from or in connection with your use of the services or any breach of these Terms. This indemnification obligation shall survive the termination of these Terms and your use of the services.

19. Class Action Waiver

You agree that any and all disputes, claims, or controversies arising out of or in connection with these Terms or the services provided by Seattle’s Best Maids, LLC (“SBM”) shall be resolved on an individual basis. You waive any right to participate in a class action, class arbitration, or any other type of representative action. Any dispute shall not be consolidated with the claims of any other party.

20. Changes to Terms

Seattle’s Best Maids, LLC (“SBM”) reserves the right to amend or modify these Terms at any time, in its sole discretion. Any changes will be effective immediately upon posting to the website or as otherwise stated. It is your responsibility to review these Terms periodically to stay informed of any updates. Continued use of the services after such changes constitutes your acceptance of the revised Terms.