Terms and Conditions – Serranos Cleaning Services

Welcome to Serranos Cleaning Services. These Terms and Conditions ("Terms") govern your access to and use of our cleaning services, website, social media platforms, and any other services we provide. By booking a service, accessing our platforms, or interacting with our team, you agree to be bound by these Terms. If you do not agree, please do not use our services.

We reserve the right to update these Terms at any time without prior notice. Please review this page regularly to stay informed of any changes.

1. Service Acknowledgement

Booking an appointment, accepting a quote, making a payment, or granting access to our team constitutes your acceptance of these Terms and Conditions. It is the customer’s responsibility to review these Terms before using our services.

2. Types of Cleaning Services

Hourly Cleaning ("Service by the Time")

This service is billed by the hour or half-hour. It allows flexible task changes during the reserved time. However, it does not guarantee full home cleaning, nor does it guarantee team availability for additional time on the same day.

Flat Rate Cleaning ("Service by the Request")

This service is priced based on the condition of the property, number of tasks, and areas requested. Accurate pricing requires current photos of the home. Price adjustments may occur if the condition differs from what was provided, or if details like window count are incorrect.

3. Customer Responsibilities

Customers must provide timely access to the property and make payment as required. Failure to do so may result in a surcharge. Any delays caused by the customer, such as tardiness, rescheduling, or lack of utilities, may incur fees starting at $25 per cleaner per hour, with a minimum fee of $55.

4. Cancellations and Reschedules

Customers must provide at least 48 hours’ notice for rescheduling or cancellations. For same-day appointments, a minimum 2-hour notice is required. Failure to provide proper notice will result in applicable surcharges.

5. Limitations of Service

For safety and liability reasons, our team is not permitted to:

• Use ladders over 3 feet
• Clean ceilings or unsafe second-story exterior windows
• Move heavy furniture
• Work outside the designated cleaning area or switch between different homes

6. Use of Cleaning Supplies

We provide general cleaning supplies. Customers may request our team to use their own supplies. If this results in slower performance or complicated techniques, additional charges may apply. Customers requesting the use of personal mops or sponges must provide adequate quantities for each cleaner and room.

7. Payments

All payments must be made via card through our accepted online platforms. We do not accept cash, checks, or any unapproved payment methods. We use third-party processors like PayPal to ensure secure transactions.

8. Media Use: Photos and Videos

By using our services, you acknowledge and consent that Serranos Cleaning Services may take before-and-after photos or videos of areas cleaned, including but not limited to kitchens, bathrooms, baseboards, appliances, and living areas. These may be used for:

• Internal quality assurance
• Proof of service
• Marketing and promotion (social media, website, advertisements)

We will crop or blur out any customer faces or personal identifying information. Customers will not receive compensation for the use of these photos or videos. Requests for image removal will be honored if identifiable personal details are visible.

9. Service Areas and Pricing

Our pricing and promotions vary by location and service type. Not all offers apply in every city or for every customer. Minimum service charges may apply in certain areas, and discounts cannot reduce the cost below the minimum price required.

10. Website and Social Media Content

Serranos Cleaning Services reserves the right to modify or remove any website or social media content, including service descriptions, pricing, availability, promotions, or other posted materials without notice.

11. Privacy Policy

a. We respect your privacy. We do not sell or rent your information. Personal data is only shared with our team members to perform services effectively.

b. Any changes to our Privacy Policy will be posted on our website under the Privacy Policy section. Customers are responsible for checking for updates periodically.

c. Appointment data such as your name, email, and service address will be securely stored and only shared within our internal team.

d. Payments are processed using secure third-party systems like PayPal to protect your financial information.

12. Legal Jurisdiction

These Terms are governed by the laws of the State of California. Any disputes shall be handled in the appropriate courts of San Joaquin County, California.

13. Contact Information

If you have any questions or concerns, you may contact us at:

14. Voice Recording for Security and Training

For the purpose of maintaining a safe, secure, and professional work environment, Serranos Cleaning Services may equip certain employees — especially new hires or trainees — with discreet voice recording devices during service appointments. These recordings may be used for:

• Employee training and quality assurance
• Security and safety of both clients and staff
• Verification of service details and job performance

Recordings are audio-only and are strictly limited to professional interactions and observations during the cleaning session. No personal conversations or unrelated audio will be intentionally recorded.

By booking a service with Serranos Cleaning Services, you acknowledge and consent to the potential use of voice recording during your appointment. These recordings are securely stored and accessed only by management for internal purposes. They will not be published or shared outside the organization without legal requirement or client request under lawful grounds.

15. Use of Voice Recordings for Training and Educational Purposes

For internal training, quality assurance, and safety purposes, certain employees of Serranos Cleaning Services may carry voice recording devices during appointments. These recordings may capture audio related to service tasks, team instructions, and job performance.

In some cases, anonymized audio clips may be used to create training materials, including publicly available or commercial training videos used to educate future employees or third parties about professional cleaning procedures and protocols.

Serranos Cleaning Services does not record confidential or personal conversations with clients without notice. Recordings are used in compliance with California privacy laws. Any customer conversations captured incidentally in such recordings will not be used publicly without the customer's explicit written or verbal consent.

By using our services, customers acknowledge this policy and consent to the limited, professional use of audio recordings in accordance with applicable law. If you do not consent to the use of recordings for any purpose, please notify us in writing prior to your scheduled service.

16. Deposit Policy

All services provided by Serranos Cleaning Services require a deposit to confirm the appointment. The deposit amount varies depending on how the estimate was provided and the scope of the cleaning duties.

Phone Estimates: For estimates scheduled and confirmed via phone, a standard deposit of $65 is required. This amount may increase depending on the number of tasks, the size of the property, and the subtotal of the service being booked.

In-Person Estimates (Cash-Based): For estimates done in person and paid by cash, the deposit may range between $20–$40. This deposit is collected at the time of confirming the appointment and is considered a confirmation of commitment to the scheduled service.

Refund Policy for Deposits

• Non-Refundable Deposits:
  • All in-person deposits made during in-person estimates are non-refundable, regardless of cancellation notice.
  • If, at the time of arrival, the condition of the home is not as expected — based on prior oral conversations, photos provided, or an in-person estimate — and the price must increase as a result, the customer may choose to cancel the service. However, in this case, the deposit becomes non-refundable.
• Refundable Deposits: Deposits made from phone estimates may be refundable only if proper cancellation notice is provided during business hours via one of the following methods:
  • Text message to our official business number
  • Confirmed voicemail left on our business line

  Important: Cancellations via email are not accepted and will not be eligible for a refund.

Important Recommendations for Accurate Estimates

To avoid price adjustments at the time of service, we strongly recommend:

• Switching to an Hourly Service prior to the day of service if the condition of the home may have changed or was uncertain
• Providing clear, updated photos of all areas that are dirty, cluttered, or in disrepair at least one day before your appointment

This helps us provide you with a more accurate quote and avoid any misunderstandings or delays.

17. Non-Solicitation of Employees and Subcontractors

By using the services of Serranos Cleaning Services, the customer agrees not to directly or indirectly solicit, hire, or attempt to hire any employee or subcontractor introduced to them by Serranos Cleaning Services for any services outside of our company.

This non-solicitation agreement is in place to protect the training, investment, and operational integrity of our business. It applies during the time we are actively providing services to the customer and for a period of 12 months following the last service date.

If a customer wishes to relieve this non-solicitation agreement and hire a current or former Serranos Cleaning Services employee or subcontractor directly, a release fee of $2,500 per individual must be paid to Serranos Cleaning Services. This fee accounts for the investment in recruiting, training, and administrative resources.

Alternatively, the customer may wait a period of 12 consecutive months from the date the employee or subcontractor last worked with Serranos Cleaning Services before hiring them independently, without incurring any fees.

Violation of this clause will result in immediate invoicing of the release fee, and Serranos Cleaning Services reserves the right to pursue legal action if necessary to recover losses and enforce this agreement.

By using our services, customers agree not to solicit, hire, or attempt to hire any current or former employee or subcontractor of Serranos Cleaning Services for a period of 12 months after the last service date, unless a $2,500 release fee is paid to the company.

• Email: serranoscleaning@gmail.com
• Phone: 209-910-3627