If you have any other questions not listed below, please contact us at 803-739-9700 or info@deservedcomfort.com  

We are here to help!

By accepting our quote and scheduling service, you agree to the Terms of Service.

The following Terms and Conditions are provided to ensure you understand and agree to our company policies regarding the cleaning and care of your home. If you have any questions, please let us know right away.

By contacting Deserved Comfort House Cleaning, (“Us”, “We”, “Our” and “Ours”), and requesting us to come to your home or property, the Client (“You”, “Your”, “Yours”) agrees to pay us for the services we provide.

Your access to and use of our services is conditioned upon your acceptance of and compliance with these Terms of Service, including all applicable terms, conditions, and notices contained herein (collectively, the “Terms”). By accessing or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms without modification. We encourage you to review these Terms carefully and retain a copy for your records.

‍Deserved Comfort is locally owned and operated. Our Cleaning Technicians are fully bonded and insured. We pay all federal, state, Social Security and Medicare payroll taxes.

‍Getting Ready For The Cleaning: Don’t “clean” before we arrive, but do “pick up” as much as possible so we can start cleaning!

‍What We Clean: Please refer to our website and our office staff as to what is included in the cleaning. Any irregular areas or requests need to be discussed in detail and accurately with our office staff before arrival.

‍Arrival Times: Our 1st home start time is on average at 8:00 AM. The second home will vary on arrival time depending on 1st home’s end time. We do not guarantee set start times.

‍Access To Your Home: Before we start service, we will need entry to your home via door code or other means (please call us to discuss options). The full price of the scheduled service will be charged if you cancel on the day of service, if we are unable to gain entry, or if our technician is turned away upon arrival.

Holidays: Deserved Comfort observes the following holidays: New Year’s Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day. Occasionally and depending on where Christmas day lands on the calendar, we may be closed for two business days for that holiday. If your regularly scheduled cleaning falls on one of these days we will contact you in advance to attempt to reschedule your cleaning if there is availability.

Initial Cleans and One-Time Cleans Deposit Policy: For all Initial and One-Time clean services, a non-refundable deposit equal to fifty percent (50%) of the service estimate is due at the time of booking in order to reserve the scheduled appointment. Initial and One-Time cleans including deep clean services require a significant allocation of time and personnel. If the Client provides at least two (2) full business days’ notice to reschedule, the deposit will be applied to the new appointment date as a one-time courtesy. Changes made within two full business days’ of the scheduled service will result in forfeiture of the deposit. All cancellations result in forfeiture. This policy ensures the service team is reserved and prepared, supports the maintenance of a full schedule, sustains consistent work for our Cleaning Technicians, and contributes to the satisfaction of our clients.

‍Skips & Cancels (Ongoing Service): We reserve your cleaning spot for your home only and will not book another home in your spot! Ongoing cleaning appointments: We will assess a $50 charge if you change/skip/cancel with less than 2 full business days’ notice. The full price of service will be charged if you cancel on the day of service, if we are unable to gain entry, or if our Cleaning Technician is turned away upon arrival. Timely notice will allow us some time to schedule a different home in your reserved time slot. If you or your family are sick, we will re-schedule you for our next available opening, to keep your home on a consistent schedule.

Please note that our rates are based on the frequency of service (weekly, bi-weekly, or every 4 weeks). If a scheduled cleaning is skipped, the following visit will be billed at the rate that reflects the new time interval between services.

For example:
• Weekly service that skips will be charged at the bi-weekly rate for the next visit
• Bi-weekly service that skips will be charged at the every 4-week rate
• Every 4-week service that skips will be charged at the as-needed rate

After that visit, your regular recurring rate will resume as long as your normal schedule continues. Additionally, if more than 8 weeks pass between services, an initial cleaning fee will be applied to account for the additional time and detail required.

‍Lock Outs/Entry Issues/Turning away Cleaning Technicians: We must have a working entry to the job location (key, working code, etc) to clean. Please be sure to make arrangements with us so your Cleaning Technician can enter your home on cleaning day. We have many options including, a key box, a hidden key, a garage/door code, or leaving a door unlocked on cleaning day. If we arrive for a scheduled service to find we are unable to access your home, the full price of the service will be charged.

‍Quote: Prices are based on the square footage and rooms we clean and rely on your accurate description of the condition of your home. For One-time and Initial Cleans, if we find the condition is not consistent with your description, we will call you at the start of the job and ask for a time adjustment and price increase.  If we cannot reach you and you have not pre-approved the additional cost to complete the job, we will only stay for the amount of time allotted for the price you paid, and will prioritize rooms (kitchen & bathrooms being prioritized over bedrooms).

Additional Services: Anything outside of our agreed-upon scope of work, including the cleaning of rooms or areas not originally included in the quote, are considered add–ons and additional fees apply. All add-ons must be processed through the office, and not through the Cleaning Technicians of Deserved Comfort. Cleaning Technicians are not authorized to deviate from the work order without prior approval from the office. Our base fee is based on several factors including size of home and rooms we clean. Whether we can complete the additional services requested will depend upon the schedule availability of the Cleaning Technician at the time of the request.  Additional services may need to be scheduled separately or on a future service date.

Add-On Services: Inside Oven, Inside Refrigerator & Inside Window Glass – additional fees apply. If you would like any of these services included, please let us know in advance as these add-on services are not automatically included on any service unless specifically requested and included on the quote.

Oven cleaning (if requested/applicable): If you have a self-cleaning oven, please run the cycle 12-24 hours in advance so that it is cool enough to clean. Harsh chemicals and/or abrasives cannot be used on self-cleaning ovens. To preserve the self-cleaning lining, our Cleaning Technicians will wipe out the debris in the oven, wash the racks, and clean the interior glass window. Some stains can permeate the oven lining and cannot be removed.

‍Refrigerator (if requested/applicable): We prefer to clean empty refrigerators for move-in/out cleanings and if empty and turned off, we will include the freezer portion. If your refrigerator cannot be emptied, please purge as much as you can so food is not sitting on the counter for too long when we clean. We will not clean the freezer unless it is agreed upon in advance. For vacant cleanings, we will plan that the refrigerator and freezer are both empty and both will be included.

‍Appliances, furniture, large area rugs, heavy boxes, etc.: We do not move furniture, refrigerators, stoves or washers/dryers to clean under and behind them, even if they are on wheels. If you have a move-out or move-in cleaning and would like to have behind/underneath appliances included, please call our office to arrange. We will have you pull out the appliances so we can clean underneath and then move them when we are finished. This is to avoid any damage to your flooring.

‍Blinds: On “Deep Cleans” and upon request if scheduled in advance, we will hand-wipe 2″ wood blinds, slat by slat, for an additional fee. We do not clean ½” or 1” plastic or aluminum blinds because they break/bend easily and are very time-consuming to clean. It is often cheaper to replace them. Over time blind cords get dry rot and snap. While we use a duster to remove surface dust from your blinds on recurring service visits, excessive build-up on blinds and shutters may require that you contact us occasionally to have the blinds deep cleaned (hand-wiped) for a small fee. We cannot be held liable for blinds/shutters, etc. that do not come 100% clean and/or are not secured properly. If blinds appear to be fragile or brittle, we will not raise or lower blinds due to potential breakage. We will gently clean them in place.

‍Supplies: For Recurring Cleans, our Clients provide all cleaning supplies, including cleansers, mop, broom, and vacuum (vacuum must be in good working order; if cordless, one extra battery must be available). Many of our clients prefer or have sensitivity to certain chemicals and scents, and most already have basic cleansers in the home, so most prefer to furnish things they like used in their homes.  We do not bring in vacuums and mops that have been used in hundreds of other homes to prevent any cross-contamination and/or pest infestations.

For best results, we recommend having the following on hand: a pine cleaner or pourable disinfectant, glass cleaner, dusting spray, soap scum remover, mildew remover with bleach, Comet, floor cleaner, Bona for hardwoods, and paper towels. If these basic supplies are not provided, we cannot guarantee a thorough cleaning. Please leave a note indicating where supplies and equipment are located so we may keep your file up to date.  For Vacant Cleanings, we will be happy to provide the basic cleansers, mop, broom and vacuum.

Trash: We will bag trash from waste baskets and consolidate with kitchen trash and place it in an outside receptacle if adjacent and accessible to home.  If not, trash will be bagged and place in corner of kitchen or just outside house door.

Other service providers: For the safety of our Cleaning Technicians, the security of your home, and the quality of our service, we request that there be no other service providers (movers, carpet cleaners, plumbers, carpenters, etc.) in the home when we arrive to clean. If other service providers are present, we may not be able to clean, however the full price of the service will be charged. If service workers are in and out while we are cleaning, more time may be needed to complete the cleaning, or we may need to adjust what tasks we can accomplish to compensate for a lack of time. We cannot guarantee the quality of our work if other service providers are present, and we will not re-clean when a service provider comes in after us to do work.‍

Health & Safety: For health reasons, our Cleaning Technicians will not handle any type of animal or human waste. We are only allowed to use a two-step ladder (if provided) during our deep cleaning appointments. Please call the office for details about your home that would require cleaning any areas higher 8-9 feet.

‍Comfort: Please keep your home cooled in the summer on your cleaning day – We get very warm when working! Thank you. Likewise, a home must be heated in the winter. Water must be provided for proper cleaning. Please note that if utilities are not available, or properly heated/cooled, the home will not be cleaned and the full price of the service will be charged.

‍Payment: Payment is due at the time of service. We accept all major credit cards, ACH and also Master Card & Visa debit cards. We do not accept checks or cash. Once credit/debit card info is retained, you can be placed on our cleaning schedule. We charge cards after the cleaning is done.

‍Delinquent Account/Collections: Non-Payment and or declined cards may result in service charges of 1.5% per month plus all valid NSF fees or collection fees.

Tipping: Tipping your Cleaning Technician is not required but always appreciated! If you choose to leave a cash tip, please place it with a note clearly marked “tip”. Our Cleaning Technicians are not allowed to take any money that is not clearly marked “tip”. You may also include an automatic tip set for each cleaning (call our office to set that up). There is also an option to leave a tip following each cleaning, via the Scorecard (quality) survey you receive after each cleaning.

‍Employees: All of Deserved Comfort Cleaning Technicians are legal employees; taxes, workers compensation insurance, etc. are taken care of by Deserved Comfort. You are protected by our insurance and from taxation when you have our staff in your home (vs hiring an individual which can lead to IRS liabilities and/or Home Owners’ Policy issues).

‍Breach of Terms: You understand and agree that under no circumstances shall you knowingly engage in a working relationship directly with any current or former Cleaning Technician of Deserved Comfort during the course of this agreement or for 2 years after termination of Deserved Comfort services,  and that you will pay a $2,500 finder’s fee if you breach these Terms and knowingly hire an individual employed by Deserved Comfort on an individual basis for private employment.

‍Communication: Scheduling requests, service changes, and other communications are made through the office – please call or email our office (not the Cleaning Technician) 803-739-9700 / info@deservedcomfort.com

Guarantee: We guarantee our work. If you ever are not happy with your cleaning, please indicate that on the Scorecard email, call, or call/email us within 24 hours so we can come back and reclean the area within 48 hours. We need to visually see and correct the areas if cleaning was not done well. We do not offer refunds if we are not allowed to look at the cleaning or come back to reclean it within 48 hours / 2 business days. Thank you for your understanding.

‍Quality Assurance: Our quality control system is interactive and dependent on feedback and good communication. We will correct or address any issue we are made aware of. Our Cleaning Technicians take great pride in the work they do and want to be informed if you are ever disappointed with a service. A Trainer Technician checks randomly when Cleaning Technicians are on the job. You will get an email after each cleaning for a quick reply or to leave comments. Please contact us right away with any questions, issues or concerns so we can work to correct them immediately. We can always tweak, add, delete, change Cleaning Technicians or services offered so don’t hesitate to ask. Our goal is to make you happy and your home shine!

‍Toilets: If your toilet appears clogged, we will not flush it or clean the inside to prevent any overflowing and damage.

‍Vacuums: You agree to provide a good, working vacuum for regular ongoing use in your home. If you have a cordless vacuum, please have one extra battery available so that we have a “charge” the entire time in your home.  If cordless vacuum loses its charge and there is no extra battery, we will not be able to vacuum the floors.  No price adjustment will be made if this happens. Normal wear and tear from vacuuming is to be expected, and Deserved Comfort is not responsible for damage due to normal vacuum use. We can advise on the best hard surface vacuums for best cleaning results.

Carpet Cleaning: We do not shampoo carpets. The extent of our cleaning is vacuuming and edging of carpets.

‍Pets: We love them! But please secure any pet that may be a threat or disturbance. Kenneling an animal is the safest thing to do if you are not 100% sure how your animal reacts to people entering your home when you are away. Cleaning Technicians cannot enter a home with an animal they do not feel safe with. We do not clean up after sick pets, or pet accidents, or re-clean floors pets have re-tracked after mopping. We do not change or clean litter boxes. If a cat, dog, or other pet harms our Cleaning Technician, that pet will be reported – breaking the skin will result in the Cleaning Technician going to the doctor and vet records will need to be obtained immediately. Our Cleaning Technicians are not trained, nor do they carry the proper PPE to clean pet excrement or urine, this includes cleaning litter boxes and dog kennels.‍

Breakages/Damage: Deserved Comfort’s Cleaning Technicians take great care when cleaning your home, but occasionally accidents do happen. If you notice any breakage/damage please notify us immediately so that we may take the appropriate action. Disclaimer: Deserved Comfort is not responsible for breakage due to normal wear and tear; deterioration caused by age; damage caused through requested services (moving a fridge/oven); or damage caused by improper assembly, construction, or mounting of an item. We do not dust inside curio cabinets, china cabinets or clean glassware shelves. If there is anything too fragile or expensive that you DO NOT want us to dust or touch, please inform us. Please make us aware of any items not hung securely, top heavy items with unstable bases, items already broken and gently set back together but not secured, damaged faucets and drains. We are fully insured and bonded, so please let us know within 24 hours if you find a problem has occurred.

Safety: Our Cleaning Technicians need a safe working environment in the homes they visit. No holes in floors, standing on counters, climbing higher than a 2-step stool. We are not equipped to clean bug infestations, bodily fluids, or extensive grease or fire damage. If our Cleaning Technicians do not feel safe in a home or environment they will leave or we will remove them. Yelling, name-calling, or other aggressive or demeaning behavior will not be tolerated towards our Cleaning Technicians. Any firearms should be secured and out of sight.

Insects: Insect infestation can be a problem and may prevent us from cleaning your home. If an infestation of ants, termites, roaches, fleas, bed bugs, etc. is encountered, we will not clean the house until the problem has been rectified. Please do not expect us to clean up dead insects that you’ve sprayed (i.e. ants, etc.). We will leave you a note or call you if we encounter any issues.

‍‍Non-solicitation agreement: During this agreement, the client shall not solicit employment of any of Deserved Comfort’s Cleaning Technicians, or in the event of the termination of this agreement/services, for two years following that termination. Violation of the non-solicitation agreement will result in litigation for the former Cleaning Technician, the Client, and also a $2,500 recruitment and training fee will be charged to the client, which you agree to pay promptly.

‍Pricing: We will review pricing and expenses yearly and will notify you of increases in your service price. Changes in service or household lifestyle may change pricing. Clients will be notified well in advance of any price changes or increases.

‍Referrals: We love it when you are happy with our services and tell others! We offer referral rewards, so please ask about our current referral program.

For any other questions, please contact our office:

803-739-9700 / info@deservedcomfort.com

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