Terms & Services Agreement

By booking an appointment with Golden Rule Cleaning Co. LLC, you agree to adhere to the terms of this service agreement as governed by the laws of North Carolina.

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Rates

All quotes in our online booking system are approximate and subject to change at the time of service based on the condition of the house and chosen services for your appointment. Other services and packages are charged at set service rates as listed on your quote. You will be notified in writing of any changes to service rates.

Payments

You must pay for your services in full at the time of appointment. A deposit of $150 is required to secure your initial booking, it is non-refundable and can be applied toward a rescheduled appointment. We require a method of payment on file; credit, debit or ACH are acceptable. Tips are not expected but appreciated. Declined payments will incur a $35 fee. A $75 late fee will be added if payments are made 5 or more days after services are completed without prior consent from the company in writing. In the event that you fail to pay within 10 days of services rendered, your non-payment will be considered a breach of contract and you assume responsibility for any and all costs associated with the pursuit of collections and/or legal action including but not limited to the attorney fees and litigation expenses associated with small claims court.

Appointment Scheduling

All appointment times are approximate. Please allow a 1-hour window for appointment times (30 mins for 8:00 AM start times). Many variables can affect our arrival times, such as weather and road conditions, client cancellations, lockouts, previous appointments taking longer than expected, etc.

Access to Home

Providing your cleaning team with a key, leaving a key in a safely accessible place, or providing us with a garage or door code to enter for us is the most efficient way for you to provide us with access to your home. If you have an alarm system, please provide the code or ensure the alarm is disarmed prior to your Cleaning Consultant's arrival. Any keys you provide will be labeled and assigned to your Cleaning Consultant and will be returned at your request.

Cancellations & Lockouts

If it is necessary to cancel your appointment, please notify our office in writing by email at hello@goldenrulecleaningco.com a minimum of 48 hours before the appointment start time. If we receive less than 48 hours’ notice, you will be charged half of the price of your cleaning. If we receive less than 24 hours’ notice, you will be charged the full price of your cleaning. If we are not able to access your home during your appointment time and we are unable to get in contact with you via phone, email, or text message to resolve the situation, you will be charged the full price of your cleaning to compensate our staff for their time and effort. Appointments affected by company-initiated schedule changes due to weather, holidays, or other unforeseen emergencies will be rescheduled as close to the originally scheduled appointment as possible.

Preparing for Your Cleaning Appointment

Smaller items should be picked up off the floor and dressers and counters should be somewhat organized before we arrive in order to allow our staff to clean more thoroughly while honoring your appointment timeframe. Also, please secure sentimental items, cash, jewelry and other small valuables that cannot be replaced or you prefer to protect from accidental disposal or damage. If you would like us to clean a particular area that is obstructed by a large piece of furniture (i.e., under the fridge; behind the dryer; on the sides of a heavy armoire), please have the item moved in advance as Cleaning Consultants are not permitted to move such items for safety and liability purposes. Additional charges may be incurred if our consultants require more time if your home is not ready to be cleaned. We also ask in the summer months if you could set your air conditioner at an appropriate temperature and ensure there are no wasp nests near the house entryways. In the winter months we request the house be kept at a reasonable temperature for the warmth of our staff, and sidewalks and driveways must be cleared so our Cleaning Consultants are able to safely gain access to your home.

Short Term Rentals

We reset your rental for your guests and ensure the property is in tip-top shape. The property must have multiple sets of sheets and towels, and all stocked items must be provided by the property owner or manager. We will do our best to accommodate your schedule but cannot guarantee last-minute, weekend cleanings, and/or same-day check-ins.

Off-Limit Areas

At the time of your walkthrough, please show us any specific areas or rooms you do not want us to clean. If possible, please close the door to any room you would not like cleaned. We will not enter a room where the door is closed.

Pet Policy

We LOVE animals. Please ensure pets are properly contained for their safety and for the safety of our staff.

Employee Safety

We are committed to staff health and safety. We require our employees to refrain from climbing ladders higher than 3 steps or lift or move objects weighing more than 30 pounds. Our staff cannot clean bodily fluids (beyond normal bathroom use), pet accidents, nicotine, smoke residue or any other substance or item which may pose a health or safety hazard to our employees. We reserve the right to remove an employee from a job site at any time if his or her health or safety is of concern.

Equipment & Supplies

To ensure you receive the outstanding clean your home deserves and for insurance liability reasons, we bring our own equipment and supplies. We come equipped with a Miele and/or Riccar bagged canister vacuum, steam cleaner, mop, and our own homemade, non-toxic cleaning products. Separate machines are used for houses with pets to prevent cross-contamination, and all equipment is thoroughly cleaned after every visit.

Scope of Services

We will do our best to remove stains and make your house feel brand new but we cannot make any guarantees about miracles. If you have permeable surfaces such as plastic-based materials or natural stones such as limestone, travertine, marble, or honed granite, please know they are susceptible to staining and scratching depending on the finish, sealant, products, and acids that have been used on them over time. Our products are gentle and pH neutral though each surface reacts differently depending on the situation. We will always do a trial of our products on a small area of surface to prevent accidental damage. If we are not able to properly handle a situation (unsealed stone or grout, etched glass, wall stains, carpet smells, bio waste, pests, smoke damage, etc.) we will provide recommendations or alternatives either by referring another professional or returning at another time with the proper tools to finish the job, provided it falls under our scope of services. At this time, we are not equipped to handle homes damaged by smoke, either from fire or nicotine residue. Our scope of services are detailed in the provided checklists.

Employee Solicitation

We understand that you may love the work of some of our Cleaning Consultants—we love them, too! If you would like for a particular staff member to clean your house, please request them by name when making your appointment and we'll see if your preferred professional is available at your requested time. Our Cleaning Consultants are employees of Golden Rule Cleaning Co. LLC and have agreed to work only for us. This not only provides them with wages and benefits—but also legal protections—that they would not have while working independently as a cleaner. Thus, you hereby agree to not solicit or hire Cleaning Consultants for independent cleaning services of any kind.

Before & After Photos

Your Cleaning Consultant(s) may upload before and after photos of specific areas being cleaned to your profile for each appointment for quality control and training purposes. As a small business, it helps to show the quality of work we provide with "before" and "after" photos of incredible cleaning transformations. We reserve the right to use before and after photos that do not contain identifying information for promotional purposes. If you prefer us not to use photos of your house for promotional purposes, please let us know in your profile or by sending an email to hello@goldenrulecleaningco.com.

Liability Waver

Golden Rule Cleaning Co. LLC is insured; however, we are not responsible for damage due to faulty and/or improper installation of items, lack of maintenance, or general wear and tear of any items. We will make every effort not to break items but accidents do happen. Any accidental breakage or damage by us will be reported and added to the appointment notes along with photographs of the incident. Identical replacement of any broken item(s) will be attempted but not guaranteed. It is your responsibility to inform your Cleaning Consultant(s) of areas of concern and secure irreplaceable or sentimental valuable items to prevent accidental damage or breakage. Other damage must be reported within 48 hours of service and after 5 days you assume liability.

Satisfaction Guaranteed

Please call (828) 276-2464, text or email if you have any questions or issues with your service. We promise you will be 100% thrilled with your cleaning and if for any reason we haven't completely impressed you, we will do anything we can to get there. Please note that any complaints must be accompanied by photographs of the area of concern and received by our office within 24 hours of your completed appointment as we cannot make any guarantees about the fluctuating state of cleanliness in a home that is well-loved. We want you to be 100% satisfied with your clean house!

Referral Program

Support us on our mission to help families keep their homes safe, healthy, and clean! Refer your friends and loved ones to us, and they will receive $50 off their initial service and you will receive 50% off of your next maintenance clean. You will both receive the same benefits for each successful referral.