# Terms & Conditions — E&R Cleaning Service

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Thank you for choosing E&R Cleaning Service — Experience and Reliability! Below are the guidelines we ask our clients to follow. These policies were created to provide a safe environment for our employees, set clear expectations for our customers, and make sure you understand what you’re purchasing, so we can continue to make your home shine for years to come! Please review and sign before your first cleaning, and let us know if you have any questions.

### How to Prepare for Your Cleaning

We love cleaning for you and want your home to sparkle. In order for us to provide you with the best possible quality of cleaning, we just ask that you prepare a little before our arrival. Please remove anything that may prevent us from cleaning certain areas, such as loose papers, dog toys, children’s toys, etc. Please make sure countertops and surfaces are cleared of dishes and utensils so we can give your kitchen a thorough cleaning. Also, please make sure you have a vacuum cleaner available and store any breakable items away.

### House Temperature

So that we don’t melt or freeze, please set your AC to 76°F prior to our arrival. If you’d like, leave us written instructions and we’ll happily readjust the temperature back to your preference before we leave.

### Working in the Home

Our cleaning technicians need to be able to work without interruption. We do everything we can to keep our technicians safe while they work, but we cannot be responsible for the safety of others in the home during the cleaning — including children and pets. E&R Cleaning Service reserves the right to charge for additional time spent at the client’s home if our technicians are unable to work at their normal pace due to interruptions.

If a cleaning technician believes their personal safety is at risk because of the behavior of the customer, the customer’s guests, or animals in the home — to the point that they must leave the job site — the customer will still be charged the full cost of the scheduled service.

### Privacy

To protect our technicians and your privacy, please put away any confidential or potentially illegal documents or substances before your scheduled cleaning.

### Technology

E&R Cleaning Service uses technology to provide a smoother customer experience. You’ll receive an automatic email reminder three days before your service and a text reminder the day before. You can reply to our emails, but automated text messages are send-only — you can opt out of them at any time. You may also receive a follow-up satisfaction survey by email.

Our standard payment method is the credit or debit card on file, charged automatically after each service. If you’d prefer to pay another way (check, cash, Apple Pay, Venmo), please contact our office in advance to arrange it.

Our cleaning technicians clock in and out through our scheduling app using their phone’s GPS location, so we can confirm their safe arrival and departure.

### Time of Service

Our schedules change frequently, and we’re not able to guarantee an exact arrival time for every home except the first appointment of the day. We service homes between 7:00 AM and 5:00 PM. When you book, we provide an estimated arrival window, and we aim to arrive within three hours of that estimate.

If we’re running late, we’ll call or text you. If you’re not home, just leave us instructions in advance and we’ll take care of everything.

### Bio-Hazard

The health and safety of our cleaning technicians is extremely important to us. Please let us know about any potentially hazardous conditions in your home, including mold of any kind, rodent or insect infestations, or human or pet urine/feces. If a biohazard condition is found on arrival, our technicians will not be able to service your home, and you will be charged the full cost of the scheduled cleaning. We will not be able to perform future services until you provide documentation showing the issue has been resolved.

### Hygiene Protocol — Cleaning Equipment Requirements

Client agrees to provide a cleaning brush for each bathroom serviced by E&R Cleaning Service. This measure is implemented to prevent cross-contamination and maintain proper hygiene standards, and is part of our health and safety protocol for every scheduled cleaning.

### Safety

The safety of our customers and our cleaning technicians is our top priority. E&R Cleaning Service is insured, and our technicians cannot clean anything higher than what’s reachable from a two-step ladder. Heavy or large furniture must already be moved away from the wall if you’d like the area behind it cleaned — for safety reasons, our technicians do not move furniture.

### Scope of Work

The scope of work may change based on the conditions found at the service location. Adjustments may be needed depending on the tasks required, the time needed to complete them, and the equipment necessary for the job. Any significant change to the original agreement will be discussed with the client for approval before we proceed.

### Entry to Your Home

You have three options for granting us access to your home on service day:

1. **Be home.** You may choose to be home to let our technicians in on the day of service. If no one is home, or our technicians are turned away for any reason, you will be charged a lockout fee equal to 50% of that day’s service rate.

2. **Give us a key, garage code, or door code.** Keys are kept in a secure safe at the E&R Cleaning Service office. The assigned technician or team checks the key out on the day of your service and returns it to the safe immediately after. Keys are never labeled with your name or address. If E&R Cleaning Service loses or misplaces your key while it is in our custody, we will reimburse the reasonable cost of replacing the key or, if necessary, the lock. If an incorrect code is provided and our technician cannot enter the home, you will be charged a lockout fee equal to 50% of that day’s service rate.

3. **Use a lockbox.** You may install a lockbox with a key inside and share the access code with us. If the key is missing from the lockbox or the code doesn’t work when our technician arrives, you will be charged a lockout fee equal to 50% of that day’s service rate.

**Note:** E&R Cleaning Service is not liable for any damage to or theft from your home if you choose to leave a door unlocked or leave a key in an unsecured location (such as under a doormat) to grant us access.

Our billed time begins when we arrive for your scheduled cleaning. Time spent waiting for someone to let us in reduces the time available for cleaning.

### Pet Special Consideration and Instructions

At E&R Cleaning Service, we understand how important pets are to your household, and we’re proud to be a pet-friendly company. To keep the visit stress-free for your pet, please keep pets in a secure, comfortable area during the cleaning. If your pet may not react well to strangers in the home or could feel stressed during the visit, please make sure they’re safely contained before we arrive. This helps us deliver consistent, high-quality service while keeping your pets and our technicians safe.

### Quality Control

We rely on your feedback. After each cleaning, you’ll receive a short survey asking you to rate our service. These surveys help us recognize outstanding staff and identify training opportunities. You may also be visited by a quality control inspector who spot-checks completed cleanings to make sure our standards stay consistent — these checks happen during the final phase of the cleaning.

### Dusting

Our cleaning technicians take pride in dusting your home. Our tools and techniques let us remove most of your home’s dust in a reasonable amount of time and effort.

**Settling dust:** During dusting, some dust becomes airborne and won’t settle until after we’ve left. This is more common during first-time cleanings and may take a few visits before it’s minimized.

**Knick-knacks, collectibles, picture frames, and other small items:** We dust small items based on size and how many are on a shelf or flat surface. If there are 10 or fewer items on a shelf, we’ll hand-dust each item, dust the surface beneath it, and put it back. If there are more than 10 items per shelf, we may dust around them instead of moving each one.

**Dusting height limits:** We don’t dust items on shelves or walls that are higher than a technician can safely reach from a two-step stepladder. We use extension poles for high-dusting, but we won’t high-dust items that could tip over, or wall-mounted items we can’t secure with one hand while dusting.

### Non-Solicitation of Our Employees

By entering into a service agreement with E&R Cleaning Service, you agree not to directly hire any staff member introduced to you by us for home-related services outside of our company. We invest significant time, money, and resources into recruiting, interviewing, background-checking, and training our technicians. If you’re interested in hiring one of our team members directly, please call us first — we’re happy to work out a fair solution.

### Cleaning Supplies

We provide all standard cleaning products. If you’d like us to use a specific product, please have it available in your home on the day of service.

### Our Guarantee

We want you to be completely satisfied with our service. If anything falls short, report it within 24 hours of your cleaning by phone (call, voicemail, or text) at (214) 430-4447, or by email at contact@ercleanservice.com. Whichever method you use first establishes the timestamp for your service report.

We’ll review your concern, and if the issue falls within the scope of your original cleaning request, we’ll send a team back to re-clean the affected area(s) at no extra cost. We don’t offer refunds — re-cleaning is the only remedy we provide, since the original service has already used our labor, products, and other resources. If you decline a re-clean, no refund will be issued, as re-cleaning is the only resolution we’re able to offer.

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At E&R Cleaning Service, your trusted partner in maintaining a clean and welcoming environment, we offer a wide range of services to meet your cleaning needs.

### Regular Cleaning

Our team provides consistent and reliable cleaning to keep your space tidy and organized on a regular basis. It includes the following tasks:

**General**

– Vacuum and mop all floors

– Dust all furniture

– Dust off window sills

– Dust off baseboards

– Remove all garbage

– Remove all cobwebs

– Clean ceiling fans and light fixtures

– Dust off blinds

– Make beds (1 set of sheets changed)

– Clean all surfaces

**Living and Dining Room**

– Vacuum upholstered furniture (if requested/necessary)

– Dust off light fixtures

– Dust furniture

**Bathroom**

– Clean and sanitize sinks and countertops

– Clean and sanitize shower and bath

– Wet-clean all cabinet fronts

– Clean fixtures

– Clean and disinfect the bathroom floor

– Clean mirrors and chrome/brass fixtures

– Clean and sanitize the toilet

**Kitchen**

– Clean top of the fridge

– Clean and sanitize sinks and countertops

– Externally clean appliances

– Clean stovetop and oven exterior

– Clean inside the microwave

– Wet-clean all cabinet fronts

### Move In/Out Cleaning

Whether you’re moving in or out, our thorough cleaning ensures a fresh start or a seamless transition for your new space.

**General**

– Vacuum and mop all floors

– Dust all furniture

– Clean baseboards and wet area doors/door frames

– Wet-clean windows, doors, and glass railings (inside)

– Wet-clean window sills

– Wet-clean blinds

– Clean inside every closet and closet shelf

– Clean inside every cabinet

– Remove all cobwebs

**Living and Dining Room**

– Vacuum upholstered furniture

– Dust furniture

– Wet-clean lamps

– Window cleaning (interior only)

**Bathroom**

– Clean and sanitize sinks and countertops

– Clean and sanitize shower and bath

– Wet-clean all cabinet fronts

– Clean fixtures

– Clean and disinfect the bathroom floor

– Clean mirrors

– Clean and sanitize the toilet

**Kitchen**

– Clean and sanitize sinks and countertops

– Externally clean appliances

– Wet-clean all cabinet fronts

– Clean inside the microwave

– Clean plumbing fixtures

### Deep Cleaning

For a comprehensive and detailed clean, our deep cleaning service reaches every corner, leaving your space spotless and refreshed.

**General**

– Vacuum and mop all floors

– Dust all furniture

– Clean baseboards and wet area doors/door frames (if necessary)

– Wet-clean windows, doors, and window sills (interior, up to 2-step ladder height)

– Remove all garbage

– Wet-clean blinds

– Remove all cobwebs

– Dust off blinds

– Make beds (1 set of sheets changed)

**Living and Dining Room**

– Vacuum upholstered furniture

– Dust off light fixtures

– Dust furniture

– Wet-clean lamps

– Dust and polish furniture

– Window cleaning (interior only)

**Bathroom**

– Clean and sanitize sinks and countertops

– Clean and sanitize shower and bath

– Wet-clean all cabinet fronts

– Clean fixtures

– Clean and disinfect the bathroom floor

– Clean mirrors

– Clean and sanitize the toilet

**Kitchen**

– Clean and sanitize sinks and countertops

– Externally clean appliances

– Clean stovetop and oven exterior

– Wet-clean and polish all cabinet fronts

– Clean inside the microwave

Remember, a thoroughly clean home is the key to healthy living. Let us handle the tough cleaning tasks so you can focus on your family and what matters most to you.

### Office Cleaning

A clean office is more than just a tidy space — it creates a positive working environment that fosters productivity and impresses clients. Imagine walking into an office with gleaming floors, dust-free surfaces, and fresh air: your employees feel motivated, and visitors are greeted with an impeccable first impression. A clean, well-maintained office boosts morale, increases productivity, and elevates your company’s image.

Here’s how we help keep your office environment clean for your employees, collaborators, and customers:

– Dust-free workstations that minimize allergens and support a productive work environment

– Spotless conference rooms that impress clients and project professionalism

– Sparkling restrooms that prioritize cleanliness and a positive experience for employees and visitors alike

Because every office’s layout and needs are different, the exact scope of an office cleaning is defined together with you during your initial quote, rather than a fixed checklist.

### Post Construction Cleaning

A clean home is the final touch that completes your renovation or construction project. Our post-construction cleaning goes beyond visible debris, tackling the hidden dust, grime, and residue that can linger after construction, to ensure a healthy, safe, and comfortable living environment for you and your family.

**General**

– Vacuum and mop all floors

– Dust all furniture

– Clean baseboards and wet area doors/door frames

– Wet-clean windows, doors, and glass railings (inside)

– Remove all garbage

– Wet-clean window sills

– Wet-clean blinds

– Dust off window sills

– Clean inside every closet and closet shelf

– Clean inside every cabinet and drawer

– Remove all cobwebs

– Clean all surfaces

– Dust all walls

– Remove spots and smudges, such as paint splatters and caulk or adhesive residue

**Living and Dining Room**

– Vacuum upholstered furniture

– Dust furniture

– Dust all frames

– Wet-clean lamps

– Window cleaning (interior only)

**Bathroom**

– Clean and sanitize sinks and countertops

– Clean and sanitize shower and bath

– Wet-clean all cabinet fronts/inside (if necessary)

– Clean fixtures

– Clean and disinfect the bathroom floor

– Clean mirrors

– Clean and sanitize the toilet

**Kitchen**

– Clean and sanitize sinks and countertops

– Externally clean appliances

– Clean stovetop and oven exterior

– Wet-clean all cabinet fronts/inside (if necessary)

– Clean inside the fridge (if necessary)

– Clean inside the microwave

– Clean plumbing fixtures

### Spring Cleaning

As the seasons change, our spring cleaning service revitalizes your space, eliminating dust and allergens and giving your home a renewed freshness.

Available every year from March through May, spring cleaning goes beyond routine tasks — from dusting high surfaces to deep-cleaning carpets — to create a clean, healthy space for your family during allergy season.

Because every home’s spring cleaning needs vary, the exact scope is defined together with you during your initial quote, rather than a fixed checklist.

### Vacation Rental Cleaning

E&R Cleaning Service understands the importance of providing a clean, inviting space for your guests to enjoy their stay at your vacation rental property.

Your guests arrive eager to relax and unwind. Stepping into a spotless, fresh space helps them feel instantly welcomed and comfortable — creating a positive impression that improves their experience and increases the likelihood of great reviews and repeat bookings.

Our team specializes in vacation rental cleaning and is committed to thorough, consistent quality on every visit, so your guests enjoy a pristine, hygienic environment throughout their stay.

Because every rental property’s turnover needs vary, the exact scope is defined together with you during your initial quote, rather than a fixed checklist.

### Important

Items to be cleaned must be reachable with a 2-step ladder. We clean items in place to reduce the risk of breakage — we do not move furniture.

Organization services are not included in our standard cleaning services. At E&R Cleaning Service, our primary focus is delivering top-notch cleaning to ensure a pristine, refreshed space. If you’d like organization assistance, please reach out — we’re happy to discuss a tailored organization service. Your satisfaction is our priority!

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Rescheduling, skipping, or canceling your cleaning can affect the cost of your service — making it higher than your last cleaning — or, in some cases, result in your recurring schedule being canceled altogether.

If you need to postpone, skip, or cancel your service, please give us at least 72 hours’ notice. Without 72 hours’ notice, you will be charged 50% of the cleaning fee. Same-day cancellations will be charged 100% of the cleaning fee. All cancellations and reschedules must be submitted to our office by email or text.

If you’d like to add an extra cleaning, we also appreciate 72 hours’ notice so we can schedule it properly — no fee applies for last-minute add-on requests.

**NOTE:** Skipping a scheduled cleaning will also cause the rate for your next cleaning to increase to the next pricing tier, based on the longer interval between visits. See the examples below.

**Example 1:** A Bi-Weekly customer skips a cleaning, creating a four-week interval between visits. The next cleaning is charged at the higher Monthly rate. The Monthly rate (every four weeks) can be up to 50% higher than the Bi-Weekly rate.

**Example 2:** A Bi-Weekly customer skips a cleaning, creating a three-week interval between visits. That next cleaning is charged up to 25% higher than the Bi-Weekly rate, then returns to the regular Bi-Weekly rate once the biweekly cadence resumes.

**Example 3:** A Monthly customer (every four weeks) skips a cleaning, creating a five-week interval — that cleaning is charged the Monthly rate plus up to 25%. If they skip two cleanings in a row, creating a six-week interval, the rate is the Monthly rate plus up to 50%. If the interval is longer than six weeks, the One-Time rate applies.

**Example 4:** A Bi-Weekly customer who requests an additional cleaning between scheduled visits is charged the lower Weekly rate for the next two cleanings, since there will be a one-week interval between them.

**Example 5:** If a recurring customer cancels two or more cleanings in a row, we may cancel their recurring schedule. They can call our office when ready to resume service and, if needed, be placed on a waiting list.

We’re happy to work with you to reschedule, adjust, or cancel services throughout the year as your schedule changes. Just remember: without at least 72 hours’ notice, a 50% cancellation fee applies, and same-day cancellations are charged the full cleaning fee.

Please note that some last-minute cancellations can be prevented if you give us access to your home using a garage door code, key, lockbox, or other method.

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### Signature and Appointment

To confirm your appointment, the signed agreement must be received within 24 hours of your booking request. If it is not signed within that window, the appointment will be automatically canceled by our system to free up the slot for other clients. After the 24-hour window passes, it is your responsibility to check whether your preferred date and time are still available before re-booking.

### Payment

E&R Cleaning Service has a “no pay/no clean” policy: payment is due in full at the time of service, and our cleaning technicians do not process payments on-site. We require a credit or debit card on file at the time of booking.

For established recurring clients, your card on file is charged the morning of your cleaning, prior to service.

For your first cleaning — whether you’re booking a one-time cleaning or starting a recurring plan — pricing is an estimate until about half the work is complete, so payment is split into three parts:

1. A deposit of 10% of your estimated flat-rate total (or $25 for hourly-rate bookings) is charged at the time of booking to confirm your appointment. This deposit is credited toward your total and is non-refundable if you cancel the booking.

2. On the morning of service, we charge enough to bring your total payment to 50% of the estimated cost.

3. The remaining balance is charged once the cleaning is complete and the final cost is confirmed.

If your card is declined, you’ll need to update your payment information with our office before we can perform the service. If the information isn’t updated the same day and the service is canceled as a result, a cancellation fee equal to 50% of the service cost will be charged.

If you’d prefer to pay another way (Apple Pay, Venmo, Zelle), please contact our office to arrange it.

If a payment fails three times, we’ll ask you to keep a credit card on file as a backup payment method. If we receive two checks returned for insufficient funds within a 12-month period, we will require a credit card on file going forward, used either to cover the missed payment or to prepay your next scheduled cleaning, up to three weeks in advance.

If your card is declined or you get a new card, please update your payment information with our office as soon as possible — we’ll try to reach you by text, email, or phone call to help resolve it.

### Tips

Tipping your cleaning technician is always appreciated, but never required. Our technicians take pride in their work, and many have been with our company for years.

To tip: call or message our office to add a tip to your card payment, or leave an envelope or note with the tip for your cleaning technician(s) directly. 100% of any tip goes to the technician — E&R Cleaning Service does not take a cut or deduction.

### Price Increases

Customers will be informed in advance of any price increase. E&R Cleaning Service reserves the right to adjust prices at any time.

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I grant E&R Cleaning Service permission to use images of my home — including photographs, videos, or other electronic media — solely for quality control and service improvement purposes.

E&R Cleaning Service is committed to protecting the privacy and integrity of each client’s residence. These images will never be used publicly or shared in a way that may expose or identify my home.

I understand that, with my authorization, these images may be retained indefinitely for quality control purposes and will be deleted upon request.

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E&R Cleaning Service takes pride in providing exceptional cleaning services while prioritizing the utmost care of your belongings. However, accidents can happen. In the event of breakage or damage during a cleaning, we follow a well-defined protocol to ensure a prompt and professional resolution.

**Communication:** Our cleaning crew will immediately report any breakage or damage to the on-site supervisor or team leader.

**Documentation:** The supervisor or team leader will thoroughly document the incident, including details of the damaged item, its location, and the circumstances surrounding it. Photographs will be taken if applicable.

**Notification:** We will promptly notify you, the homeowner or client, about the breakage or damage. Open and honest communication is essential during this stage.

**Reporting:** If you notice breakage or damage after our crew has left, please report it to our office within 24 hours of your cleaning, consistent with our service guarantee (see “Our Guarantee” in Part 1), so we can begin the evaluation process promptly.

**Evaluation:** We will assess the value of the damaged item or area. If necessary, a third-party appraiser may be involved to determine appropriate compensation.

**Compensation:** Based on the assessment, we will provide fair compensation for the damaged item or area. This compensation may involve repair, replacement, or financial reimbursement.

**Resolution:** We will work closely with you to find a solution you’re satisfied with. If the item requires repair or replacement, we will coordinate with you to reach the best option.

**Prevention:** To prevent future incidents, we will review our cleaning processes and procedures. If necessary, we will provide additional training to our cleaning staff to minimize the risk of breakage or damage.

**Continuous Improvement:** Every incident becomes a learning opportunity. We will continually assess and improve our procedures to minimize incidents and maintain the highest level of service quality.

**Insurance:** E&R Cleaning Service is fully insured to cover any accidental breakage or damage that may occur during our cleaning services.

We understand that trust is the cornerstone of our relationship with our clients. We are committed to addressing any breakage or damage with transparency, accountability, and a dedication to making things right.

Thank you for choosing E&R Cleaning Service. Your satisfaction and peace of mind are our top priorities.

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This agreement is made between E&R Cleaning Service (hereafter referred to as “the Business”) and ___________________________ (hereafter referred to as “the Customer”).

#### Card on File Authorization

The Customer authorizes the Business to securely store the credit card information provided and to charge this card for any agreed-upon services, fees, or charges incurred.

#### Scope of Authorization

This authorization applies to all services requested by the Customer, including but not limited to recurring cleaning services, additional requested services, and any applicable fees or charges related to these services.

#### Duration of Authorization

This authorization will remain in effect until the Customer submits a written request to terminate this agreement.

#### Customer Responsibilities

– The Customer agrees to provide accurate and up-to-date credit card information.

– The Customer acknowledges that it is their responsibility to notify the Business in writing of any changes to the credit card on file, including expiration, replacement, or cancellation.

#### Dispute Resolution

In the event of a billing dispute, the Customer agrees to notify the Business in writing as soon as possible, but no later than 60 days from the date of the transaction in question, in accordance with applicable federal law. The Business will make every effort to resolve the issue promptly and fairly.

#### Signatures and Agreement

This agreement may be signed electronically or in hard copy. If signed in hard copy, it must be returned to the Business for a valid record. Electronic signatures hold the same legal standing as original signatures for all purposes.

By signing below, the Customer confirms that they have read and understood this agreement and authorize the Business to store and charge the credit card as outlined in the terms above.