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Terms of Use

By accessing and using this website, you agree to be bound by the terms and provisions of this agreement. Additionally, when using specific services on this website, you are subject to any posted guidelines or rules applicable to those services, which may be modified from time to time. If you do not agree to these terms of use, please do not use this site.

Disclaimer

This site and its content are for informational purposes only. This site is not responsible for the accuracy, usefulness, or availability of any information transmitted or made available through the site and shall not be liable for any errors or omissions in that information.   

Copyright and Trademark Notice

All content on this website may not be copied, distributed, republished, uploaded, posted, or transmitted in any way without the prior written consent of our company, or unless authorized in writing elsewhere on our site, except that youmay print out a copy of the content solely for your personal use. You are prohibited from using any of the marks or logos appearing throughout the site without the express written permission of our company.   

Service Policies

Cancellations and Lock-Outs

  • Regular Customers and Maintenance Services: OC Cleaning LLC does not charge a first-time cancellation or lock-out fee for our regular customers. However, if you are not on our regular schedule, we charge a first-time cancellation fee of $48. We pay our team for the first cancellation from our pocket. Therefore, we may charge a fee for our regular customers for a second or more cancellations or lock-outs. We want to ensure that cleaners have enough work and protect their time so they don’t have to wait between jobs for hours due to last-minute cancellations. That is why we require a minimum of 48-hour cancellation notice. Longer notice is always better. A late cancellation fee is $48.   
  • First-Time Customers or Returning Customers: OC Cleaning LLC has a cancellation or lock-out fee for our first-time customers. We require a minimum of 48 hours’ notice if you want to cancel your appointment with us; however, longer notice is always better. Otherwise, we charge a $48 late cancellation fee. If our teams cannot access your property due to your absence, missing access keys, or lack of gate permission, we classify this as a lock-out. We reserve the right to charge a lock-out fee of $48 per incident.   
  • Consequences of Cancellations or Lock-Outs: We charge this fee because it means we have to alter our cleaning schedule for the entire day and may inconvenience other clients. We are also paying our team to sit idle when they should be actively cleaning your property. Before implementing our cancellation/lock-out fee, we routinely had clients cancel their appointments at the last minute, resulting in a loss of revenue for our business. This isn’t fair to anyone. Please let us know in advance of any holidays you plan on taking to ensure you are not accidentally charged a lock-out fee that could have been avoided.   
  • Company Cancellations: On rare occasions, if OC Cleaning LLC must cancel a scheduled cleaning appointment with less than 24 hours’ notice and has no available openings for another cleaning appointment within the next 5 business days, the next cleaning will be provided at half price.   

Cleaning Standards and Total Cleaning

Communication is key. Our teams are professionals with over a month of specialized training and over six months of experience in cleaning. We have very high cleaning standards and focus on details (as evidenced by our Yelp reviews). We understand that from time to time, we serve customers who have even higher standards than we do. Cleaning beyond our standards is called “total cleaning,” which means that stains or dirty spots are so small that you don’t see them from a distance of 20 inches. Total cleaning takes extra hours and cannot be accurately predicted, as expectations are not based on standards but on customers’ feelings.

We charge extra for total cleaning without any limits on hours or price until the customer is satisfied. We emphasize that only customers with no limitations in their budget can afford total cleaning. We provide total cleaning only with no limitation in hours for cleaning. We will clean until the customer says “stop.” We are not responsible for providing total cleaning estimates over the phone.

Preventing Misunderstandings with Total Cleaning

Expectations of our customers may vary. We understand that, and because we provide estimates and quotes over the phone, we encourage our first-time customers to be present to meet our cleaners and discuss their preferences for how their home is cleaned. We provide an estimate of the number of hours needed to reach our standards based on the information you provide over the phone or online. If the information you provide is incorrect, you may not be eligible for re-cleaning or refunds. Please refer to the section below on how to be eligible for re-cleaning. However, each house is in a different condition, so some houses may need more or fewer hours than we estimated over the phone. That is why we charge hourly according to the situation of your house.   

Refunds or Re-Cleans

Customers must always pay for the service immediately after it is completed, whether or not they are able to check the cleaners’ work. In some cases, OC Cleaning may give you the option to pay for the service within the next 3 days after receiving the invoice without a late payment fee. If the payment for the service is not made within the next 3 days, we charge an extra late payment fee of $100 per week. Please refer to our Fee Payments section below. We understand that some customers may not be satisfied with our standard quality of service. Even if the customer is not happy with the cleaning results, the customer still has a chance to ask the cleaners to re-clean before they leave. Please make sure you check the cleaners’ work. Customers are not eligible for a refund after the cleaners have left and you find something a few hours later. That is why cleaners will always ask you to check their work. It is your responsibility to make sure you check their work properly. Even if you re-clean your place yourself, you are not eligible for any refunds. Customers must check the house before the cleaners leave the property to ensure they can fix any issues the customer is not satisfied with. Not checking the property properly is not a reason for refunds or re-cleaning. If we agree with the customer that it is okay to check the property later, the customer is eligible for a free re-cleaning within the next 3 days but is not eligible for any refunds. We do not offer any discounts or refunds for custom cleanings.

When You Are Eligible for Re-Cleaning

We know that customers are not always able to be there at the same time as the cleaners finish. We offer free re-cleaning in 4 cases:   

  1. The customer paid for the service.
  2. The customer gave us correct information about the house.
  3. The customer finds dust or cobwebs right after the service.
  4. The customer finds stains that are visible from more than 20 inches.

To be considered for re-cleaning for free, you must:

  1. Pay for the service on time.
  2. Have provided correct information about the house.
  3. Report dust or cobwebs within 2 hours after the service.
  4. Report stains visible from more than 20 inches.

Parking Policy

We have the right to cancel cleaning if cleaners cannot find a parking spot within 15 minutes in the perimeter of a 5-minute walking distance from the place where we go to clean. OC Cleaning is not responsible for finding parking spots. The customer is responsible for it. We may not be familiar with the area where you live.

Payments and Late Payment Fees

We offer many payment options to our customers: online payments (credit or debit cards) and PayPal payments with a 3% processing fee. Customers who want to avoid paying processing fees can choose to pay by cash, check, Venmo, or bank transfer (Zelle, Quick Pay). Payments must be made in full right after the cleaning is done or, in some cases, within the next 3 days. If the payment for the service is not made within 3 days, we charge an extra fee of $100 per week. Please make payments as soon as possible to avoid late fees.

Refunds

The only reason customers are eligible for refunds is due to accidents where cleaners break something or damage the property.

Refusal to Clean

We have the right to refuse to clean a scheduled house:

  • When the house is subject to a biohazard.
  • When we cannot find a parking spot.
  • When the house has fleas, rats, etc.
  • When the condition of the house can put the cleaners’ health in danger.

Insurance Coverage

OC Cleaning LLC is insured with a general liability policy up to $1 million. This coverage protects our company against claims of property damage or bodily injury caused by our cleaners while performing their duties.

In the event of an accident or damage to your property, please notify us immediately. We will inform our insurance company, and they will send an adjuster to investigate the incident. If it is determined that our cleaners were responsible for the damage and it is not due to the pre-existing condition or age of the property, our insurance will cover the necessary repairs or replacements.

Important Note: Regardless of insurance coverage, customers are always responsible for paying for the services rendered. If damage occurs, our insurance will handle the claim with the property owner directly.