Terms & Conditions

Prime Cleaning Services LLC – Terms & Conditions

Effective Date: January 11, 2026
Business Name: Prime Cleaning Services LLC (“Prime Cleaning Services,” “we,” “our,” “us”)
Service Area: Lynchburg, Virginia
Contact: 434-420-6817 | eboniegray@primecleaningservicesllc.net

By booking, scheduling, or receiving cleaning services from Prime Cleaning Services LLC, the client agrees to the terms and conditions below.

1) Services

Prime Cleaning Services LLC provides residential and/or commercial cleaning services, including recurring cleanings, one-time cleanings, deep cleans, move-in/move-out cleans, and add-on services as agreed in writing (estimate, invoice, text confirmation, email, or booking confirmation).

Scope of Work: The scope is limited to the services listed in your booking confirmation and/or invoice. Requests outside the agreed scope may require additional time and fees.

2) Quotes, Pricing, and Changes

Estimates: Quotes are based on the information you provide (property size, condition, access, requested tasks, pets, etc.).
Final Price: Actual pricing may change if the property condition differs materially from what was described, if additional areas are requested, or if the job requires extra time due to heavy buildup, excessive clutter, biohazards, or other factors.
Rate Structure: Pricing may be flat-rate or time-based depending on the service type and property condition.
Add-Ons: Add-on services must be requested in advance when possible and may not be available same-day.

3) Scheduling, Access, and Entry

Access Required: You must provide safe and reasonable access to the premises at the scheduled time (key, lockbox code, doorman instructions, entry code, etc.).
Lockouts/No Access: If we cannot access the property within 15 minutes of arrival, it may be treated as a same-day cancellation and subject to a fee (see Section 4).
Utilities: The Client must provide working electricity and water. If utilities are unavailable, service may be canceled and fees may apply.

4) Cancellation and Rescheduling Policy

24-Hour Notice Required: Cancellations or reschedules must be made at least 24 hours before the appointment time.
Late Cancellations: Cancellations/reschedules within 24 hours may be charged a fee up to 50% of the scheduled service.
Same-Day Cancellations / No-Show: Same-day cancellations or no-shows may be charged up to 100% of the scheduled service amount.
Company Rescheduling: We reserve the right to reschedule due to severe weather, emergencies, unsafe conditions, or staff illness. If we reschedule, any prepaid amounts will be credited to the rescheduled appointment.

5) Payments, Deposits, and Late Fees

Payment Timing: Payment is due upon completion of service unless otherwise agreed in writing. Some services (e.g., deep cleans, move-out cleans) may require a deposit.
Accepted Methods: Cash, Zelle, and checks
Late Payments: Past-due balances may incur a late fee of $25 and/or 2% per month as permitted by law.
Returned Payments: Returned checks or failed payments may result in additional fees and may require future payments to be made by certified funds or electronic payment.

6) Refund Policy

Because cleaning is a labor service, refunds are not provided. If you are dissatisfied, please notify us within 24 hours of service completion and allow us the opportunity to address the issue. At our discretion, we may offer a re-clean of the affected area(s) if concerns are reported promptly and access is provided.

7) Service Standards and Limitations

We follow industry-standard cleaning practices using commercially available products.
Results vary depending on surface condition, age, wear, prior maintenance, and product compatibility.
We do not guarantee the removal of permanent stains, discoloration, damage, heavy mineral buildup, mold, pests, or odors that require specialty remediation.

8) Client Responsibilities

To ensure quality and efficiency, the Client agrees to:

Pick up excessive clutter (toys, laundry, loose papers, etc.) where possible.
Secure valuables, fragile items, and important documents.
Inform us in advance of any known hazards (biohazards, mold, pests, broken glass, unsafe flooring, aggressive pets, etc.).
Provide instructions for priority areas, sensitive surfaces, and items to avoid.

If clutter prevents effective cleaning, we may clean around items or charge an additional fee for extra time.

9) Safety, Biohazards, and High-Risk Conditions

We do not handle biohazardous materials (blood, feces, urine, vomit, needles, drug paraphernalia), hoarding conditions, or active mold remediation unless specifically agreed in writing and properly disclosed in advance. If such conditions are discovered on-site, we may stop service immediately and charge for time spent and travel.

10) Damage, Breakage, and Claims

We take reasonable care; however, accidents can occur.

Notice Required: Any claim for damage or missing items must be reported within 24 hours of service completion.
Limitations: We are not responsible for pre-existing damage, normal wear and tear, improperly installed items, unsecured fixtures, or items that are fragile/unstable by nature.
Valuables: We are not responsible for cash, jewelry, or other valuables unless they were secured prior to service.

Our liability, if any, is limited to the cost of repair or replacement of the damaged item, not exceeding the amount paid for the service in question, to the extent permitted by law.

11) Supplies and Equipment

We may use our own supplies and equipment unless otherwise agreed. If you request that we use your supplies, you are responsible for ensuring they are safe and appropriate for the surface/material. We are not liable for results caused by Client-provided products or tools.

12) Photos and Documentation

We may take before/after photos for quality assurance, documentation, or training. We will not publish identifiable photos of your personal space without your permission. (If you want an explicit opt-out, add: “Client may opt out by written notice prior to service.”)

13) Pets

Pets must be secured if they may interfere with service or pose a safety risk. We are not responsible for pets escaping due to Client’s failure to secure them or provide instructions.

14) Right to Refuse or Stop Service

We reserve the right to refuse or stop service if:

The environment is unsafe, hostile, or poses health risks
Access is not provided
Biohazards or undisclosed hazards are present
Harassment or inappropriate conduct occurs

If we stop service for these reasons, you may be charged for time spent, travel, and any non-refundable deposits.

15) Recurring Service Terms

For recurring service clients:

Pricing may be based on maintaining the space. If the condition significantly changes (e.g., extended gaps between cleanings, renovations, heavy buildup), we may require a deep clean or adjust pricing.
Skipped cleanings without proper notice may trigger rescheduling/cancellation fees.

16) Confidentiality

We respect your privacy and will not intentionally disclose Client information except as required to provide services, collect payment, comply with law, or protect our rights.

17) Governing Law

These Terms & Conditions are governed by the laws of the State of [State], without regard to conflict of law rules.

18) Severability

If any provision is found unenforceable, the remaining provisions remain in effect.

19) Acceptance of Terms

Booking and receiving services from Prime Cleaning Services LLC constitutes acceptance of these Terms & Conditions.

Prime Cleaning Services LLC
Lynchburg, Virginia
434-420-6817 | eboniegray@primecleaningservicesllc.net