Terms of Service

24-Hour Clean Warranty

Did we miss a spot? Our services have a 24-Hour Warranty! If we don’t clean something to your satisfaction, contact us within 24-Hours of your service and we will return to clean any unsatisfactory areas. If we are closed, you can leave a time-stamped message at (210) 701-1187 or refinedandrefreshcleaning@gmail.com and your 24-Hour Warranty will be honored.

Please note that a “re-do” service must be scheduled to occur within 2-days of your initial service.

Why does a Cleaning Warranty become void?

Your cleaning warranty becomes invalid if:

You do not provide approval for the necessary amount of time that is needed to clean your home.
You do not contact us within 24-hours of your cleaning service to alert us to an issue.
There is another service provider working on your home. ie. electricians, carpenters, handymen, plumbers, painters, carpet cleaners, hvac providers, etc. We must be the only service provider at your home during our cleaning.
Please note that a “redo” service of any areas missed must be scheduled to occur within 2-days of your initial service. Redo services outside this window of time will have to pay our normal rate.

Cancellation Policy

We require at least 48 hours’ notice for cancellations. Appointments canceled with less than 48 hours’ notice will incur a late cancellation fee equal to 50% of your total quoted price.

Rescheduling Policy

We understand life happens! To support consistent scheduling for our staff, please reschedule for a date within 5 days of your original appointment. As long as you reschedule at least 48 hours in advance, there’s no fee. Changes made with less notice will incur a late cancellation fee equal to 50% of your total quoted price.

Payment Policy

We require a 50% deposit, payable by credit card, to reserve your service appointment. Your credit card will be kept on file and charged for the remaining balance upon service completion. If your credit card declines, we’ll reach out for a different form of payment. Note: If booking online, the full service amount is charged upfront.

Safety & Working Conditions

We reserve the right to refuse or discontinue service due to safety concerns, the presence of weapons or drugs, excessive clutter or hoarding, disconnected utilities, or inappropriate behavior.

Our cleaners may leave if they feel unsafe or encounter unsanitary conditions. In such cases, you will incur a cancellation fee equal to 50% of your total quoted price.

Damage Exclusions & Exceptions

All items of value that are non-replaceable, one-of-a-kind, sentimental value, collector items, discontinued patterns, family heirlooms, and high cost crystal-china-ceramic items must be disclosed to Refined and Refresh Cleaning. These items cannot be cleaned due to insurance regulations.

Refined and Refresh Cleaning will not be liable for items broken or damaged due to product wear-and-tear, nor damage to or caused by fixtures that are not properly secured such as pictures, mirrors, window treatments, wall coverings, lack of furniture glides for wood floors, lack of scratch covers on the bottom of furniture decor, cabinet mounted appliances, and household accessories.

Refined and Refresh Cleaning will not be liable for scratches or stains on hard or soft surfaces, as we take great care in ensuring that the products we use do not have the potential to cause such damage.

Refined and Refresh Cleaning will not be liable for damage that is not reported within 24-hours of your last cleaning. We will not accept liability for damages directly or indirectly caused by non-standard company products and equipment requested to be used.

Refined and Refresh Cleaning will only consider liability for the repair of replacement cost of the item damaged or broken. If an item is part of a set, only the cost of the individual item will be considered.

Move In & Move Out Cleaning Service Policy

Please note that any personal items left behind by a client will not be discarded by our cleaning team. If you would like us to remove items from the property, an additional fee will apply for handling and disposal.

If we are unable to reach the client regarding item removal, our team will gather all remaining belongings into one designated area to help ensure the unit appears neat and tidy. Please note that we do not move oversized or heavy items.

To ensure we can complete your cleaning service efficiently, both electricity and running water must be turned on at the time of your appointment. Without these utilities, our team will be unable to perform the cleaning properly.

For any questions or special requests, feel free to call or text us at (210) 701-1187 — we’ll be happy to discuss your needs in detail.

Late Fee Policy

Payment is due upon completion of your service. If payment is not received within three days, the account will be considered late. Beginning on day four, a $25 monthly late fee will be applied to the unpaid balance until it is paid in full.

Lockout Policy

Please ensure we have access to your home at the time of service. If we’re unable to enter, for any reason, $150 Lockout Fee will be charged.

Cancellations by Refined and Refresh Cleaning

If we must cancel due to weather or other unforeseen circumstances, we’ll contact you as soon as possible and offer you alternative appointment times.