Service Policies

Cancellation Policies

Airbnb & Short-Term Rentals

Cancel up to 12 hours before scheduled service at no charge
Cancellations within 12 hours of service: 50% of service cost
No-shows or same-day cancellations: Full service charge

Real Estate Cleaning & Prep

Cancel up to 24 hours before scheduled service at no charge
Cancellations within 24 hours: 50% of service cost
Access delays (property not ready/accessible): $50 fee

Residential Recurring Service

Cancel up to 48 hours before scheduled service at no charge
Cancellations within 48 hours: 50% of service cost
Pause service anytime with 1 week notice
Cancel recurring service with 2 weeks notice

Commercial Contracts

Individual visit cancellations: 48-hour notice required
Contract cancellation: 30-day written notice required
Early termination fee may apply (see contract terms)

Satisfaction Guarantee

We're committed to your complete satisfaction. If you're not happy with any aspect of our service:

Contact us within 24 hours of service completion
We'll return to re-clean the affected area at no additional charge
If you're still not satisfied, we'll issue a full refund for that service
Your feedback helps us improve—we genuinely want to make it right

Payment Terms

One-Time Services

Payment due within 24 hours of service completion
We accept all major credit cards, debit cards, and ACH transfers
Square invoices sent via email or text

Volume Programs & Recurring Service

Monthly invoicing (net-7 payment terms)
Autopay available for recurring clients
Late payments subject to 1.5% monthly interest charge

Commercial Contracts

Net-15 payment terms (invoiced monthly)
ACH/check accepted for commercial accounts
Service may be suspended for accounts 30+ days past due

Travel Fees

Properties located outside St. Petersburg and Tampa city limits may incur a travel fee:

Within Pinellas County: $15 travel fee
Within Hillsborough County: $15-25 travel fee (depending on location)
Outside our service area: Custom quote required
Travel fees waived for volume host and agent partnership programs

Access & Key Policy

First visit requires in-person key handoff or lockbox code
Recurring clients: We securely store access instructions in your profile
Lost keys or lockbox codes: $50 replacement/access fee
Alarm codes required if applicable—false alarms are client responsibility
If we cannot access property at scheduled time: $50 trip charge applies

Pet Policy

We love pets! Here's what you need to know:

Pets must be secured during service (crated, in separate room, or off-property)
Excessive pet hair requiring extra vacuuming: $25-50 additional fee
Pet odor remediation (urine, feces): Quoted separately
Aggressive or unsecured pets: We reserve the right to reschedule

Heavy Condition & Scope Changes

Our standard pricing assumes typical residential or commercial conditions. Additional fees apply for:

Excessive clutter or hoarding conditions
Heavy grease, mold, or biohazard cleanup
Post-construction or post-renovation cleaning
Significant property damage or neglect
Scope beyond what was quoted (extra rooms, services, etc.)

We'll always notify you before performing additional work and provide a quote for approval.

Liability & Insurance

We carry full general liability insurance
All team members are W2 employees
Damages caused by our negligence will be covered by our insurance
Pre-existing damage should be noted before service begins
Fragile or valuable items should be secured before our arrival
We are not responsible for damage to improperly installed fixtures or worn surfaces

Privacy & Confidentiality

Your privacy matters. We never share client information, property access codes, or personal details with third parties. All stored profiles are encrypted and secured. Team members sign confidentiality agreements.

Questions About Our Policies?

We're here to help. Text or call us anytime.

(727) 231-6154 • hello@newleafcleaningservice.com