Terms of Services
By scheduling, booking, or receiving services from The Austin Cleaning Group (“Company”), the client acknowledges and agrees to the following Terms of Service.
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1. Additional Services and Adjustments to Billing
Any additional services requested by the client that were not included in the original booking, as well as any unexpected or additional work required to complete the requested service, may result in an increase in the total cost of the service.
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The client will be informed of any additional charges prior to the commencement of such additional services whenever reasonably possible. Additional services will not be performed without client authorization when an additional charge is required.
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2. Appointment Cancellation and Rescheduling Policy
We require a minimum of 48 hours' notice to cancel or reschedule an appointment without incurring a penalty.
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Cancellations or changes made within the 24-hour window will incur a fee equivalent to 50% of the scheduled service cost.
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This policy helps us manage our schedule, compensate for reserved service time, and maintain availability for all clients.
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3. Pet Safety and Responsibility
If you have pets, please ensure they are secured in a safe and appropriate area during the cleaning service to prevent potential injury, escape, interference with the cleaning, or property damage.
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Our cleaning staff is not responsible for managing, supervising, restraining, feeding, walking, or handling pets, and The Austin Cleaning Group cannot be held responsible for incidents involving unsecured pets during the cleaning process.
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4. Satisfaction Guarantee
We offer a 24-hour satisfaction guarantee for all cleaning services.
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If you are dissatisfied with the cleaning performed, please contact us within 24 hours of service completion and identify the specific areas of concern. Our team will return at no additional cost to address and redo areas that did not meet our quality standards and that were included within the originally authorized scope of service.
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The satisfaction guarantee applies to corrective cleaning and does not include services, areas, or specialty treatments that were not part of the original cleaning package or authorized scope of work
5. Payment Terms and Methods
We accept the following forms of payment: all major credit cards, personal checks, and Venmo (@KeepATXClean) when approved.
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Deposit Requirement
A $50.00 deposit is required for all customers to secure a scheduled appointment. The deposit will be fully applied toward the final invoice for the cleaning service.
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Appointments are not considered confirmed until the required deposit has been received.
Payment Method on File Requirement
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As part of our booking policy, all customers are required to save a valid credit or debit card on file through our secure payment processor prior to service. This requirement helps us secure appointments, reduce fraud, and streamline the payment process.
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Payment information is stored securely through our encrypted payment processor. The Austin Cleaning Group does not have access to the client's full credit or debit card information.
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Final Payment
Unless other payment arrangements have been approved by The Austin Cleaning Group in advance, the remaining balance for services rendered is due within twenty-four (24) hours of service completion.
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The payment method on file will not be charged if payment is received within the required 24-hour period or if an alternative payment arrangement has been made and approved in advance.
If payment has not been received within twenty-four (24) hours after completion of service, The Austin Cleaning Group reserves the right to charge the payment method on file for the outstanding balance without further notice.
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Returned Checks
Should a personal check be returned due to insufficient funds or any other reason, a $35.00 Returned Check Fee will be added to the client's account.
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Additional charges, including legal fees associated with the recovery of funds, may also apply where permitted by law.
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Outstanding Balances
Any unpaid balance remaining more than twenty-four (24) hours after completion of the service may be subject to collection efforts.
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The Austin Cleaning Group reserves the right to pursue all legal remedies available under applicable law, including recovery of collection costs, attorney's fees where permitted, and, when appropriate, referral to law enforcement or the local District Attorney for investigation of Theft of Service under applicable Texas law.
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6. Liability and Damage Policy
Our cleaning team is trained to handle your home, property, and belongings with care. However, if any damage occurs during the service, the client should notify The Austin Cleaning Group as soon as reasonably possible so that the matter can be reviewed.
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We will assess the circumstances and, if the damage is determined to be the responsibility of The Austin Cleaning Group, we will work with the client toward an appropriate resolution, which may include repair or replacement when appropriate.
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The Austin Cleaning Group is not responsible for pre-existing damage, ordinary wear and tear, improperly installed or unsecured items, deteriorated surfaces or materials, or conditions that existed prior to our arrival.
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7. Appliance, Heavy Furniture, and Large Item Moving Policy
For the safety of our cleaning technicians and to reduce the risk of personal injury or damage to the client's property, The Austin Cleaning Group does not move, pull out, lift, tilt, disconnect, reconnect, or reposition major appliances, heavy furniture, or other large or heavy items in order to clean underneath, behind, or around them.
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This includes, but is not limited to:
-Refrigerators and freezers
-Ovens and ranges
-Dishwashers
-Washing machines and dryers
-Beds and heavy bed frames
-Dressers and armoires
-Entertainment centers
-Large sofas and sectionals
-Heavy tables
-Large cabinets or shelving units
-Other bulky, heavy, connected, or difficult-to-move items
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This policy applies to every cleaning package and service offered by The Austin Cleaning Group, including Standard Cleaning, Deluxe Cleaning, Move-In Cleaning, Move-Out Cleaning, recurring cleaning, one-time cleaning, short-term rental cleaning, and specialty cleaning services.
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Our technicians will clean all safely accessible areas around and underneath appliances, furniture, and other items without physically moving them.
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If the client would like an area underneath or behind a major appliance, heavy piece of furniture, or other large item cleaned, the item must be safely moved and the area made accessible before our cleaning team begins service. When appropriate, appliances should be moved or disconnected only by the client or a qualified professional.
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Clients should not request, direct, or pressure technicians or Team Leaders to move major appliances, heavy furniture, or other large items while on-site. Exceptions cannot be authorized by individual technicians or Team Leaders.
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This restriction is necessary because moving such items may result in physical injury or damage to flooring, walls, cabinetry, plumbing connections, electrical connections, appliance components, furniture, or other property. Moving appliances may also result in water leaks, damaged supply lines, electrical issues, scratched flooring, or other concealed damage.
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The Austin Cleaning Group is not responsible for areas that cannot be accessed or cleaned because an appliance, heavy item, or piece of furniture has not been moved prior to service.
8. Privacy and Confidentiality
We respect our clients' privacy and are committed to protecting personal information.
Information provided by the client will be used for purposes associated with providing and administering cleaning services and will not be shared with third parties except as reasonably necessary to provide services, process payments, administer the client's account, or as required by law.
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Please refer to our Privacy Policy for additional information.
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9. Changes to Terms of Service
The Austin Cleaning Group reserves the right to modify these Terms of Service at any time.
Changes will become effective upon posting or as otherwise communicated to clients. Continued booking or use of our services following an update constitutes acceptance of the then-current Terms of Service.
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10. Employee & Contractor Non-Solicitation / Non-Circumvention
The Austin Cleaning Group (“Company”) invests substantial time, resources, and expense into recruiting, vetting, training, insuring, scheduling, and managing its employees and independent contractors. These individuals are introduced and provided to clients solely for services performed through the Company.
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Clients expressly agree that they shall not, directly or indirectly, solicit, hire, engage, contract with, or accept services from any current or former Company employee or contractor for personal or commercial cleaning services outside of the Company, whether during the term of service or for a period of twelve (12) months following the employee's or contractor's last service at the client's property, unless expressly authorized in writing by the Company.
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Any attempt to circumvent the Company by employing, paying, or engaging Company personnel directly—including but not limited to cash payments, electronic transfers, gifts, favors, or third-party arrangements—shall constitute a material breach of these Terms.
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Cash Payments and Gratuities
For avoidance of doubt, the only cash payments permitted directly to Company personnel are voluntary gratuities (tips) provided at the client's discretion.
Gratuities may not be requested, negotiated, or exchanged for services outside the scope of Company-authorized work.
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Any cash or direct payment made in exchange for cleaning services, labor, or additional work outside of Company authorization shall be deemed unauthorized compensation, constitute an attempt to circumvent the Company, and be treated as a material breach of these Terms.
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Any direct payment exceeding customary gratuity amounts or tied to services rendered shall be presumed to be unauthorized unless demonstrated otherwise.
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Liquidated Damages and Financial Penalty
In the event of a violation, the client agrees to pay liquidated damages in the amount of Ten Thousand Dollars ($10,000.00) per occurrence, which the parties agree represents a reasonable estimate of damages incurred by the Company, including but not limited to loss of business, recruitment costs, training expenses, administrative costs, and disruption of operations. Actual damages would be difficult to ascertain with precision.
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Additional Remedies
In addition to liquidated damages, the Company expressly reserves the right to pursue all available legal and equitable remedies, where permitted by applicable law, including but not limited to:
-Civil action for breach of contract, tortious interference, and related claims
-Recovery of attorney's fees, court costs, and collection expenses where permitted
-Immediate termination of services
-Filing of a lien against the serviced property where legally available and applicable
-Referral to appropriate authorities for investigation of suspected theft of services, fraud, or misappropriation where the facts and applicable law support such a referral
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Nothing in this section shall be construed as a waiver of any rights or remedies available to the Company under applicable law.
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This policy is essential to protecting the Company's workforce, business operations, and ability to provide reliable, insured, and professional cleaning services.
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11. Acceptance of Terms
By booking, scheduling, authorizing, or receiving services from The Austin Cleaning Group, the client acknowledges that they have had access to these Terms of Service and agrees to abide by the terms and conditions stated above.
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Thank you for choosing The Austin Cleaning Group. We look forward to providing you with exceptional service.