East Coast Cleaning Services – Terms & Conditions

Agreement Overview

By scheduling or utilizing services provided by East Coast Cleaning Services LLC (“ECCS”), the client acknowledges that they have read, understood, and agreed to these Terms & Conditions in full. This agreement governs all services provided by ECCS. All responsibilities, communications, and obligations are strictly between the client and ECCS. No third-party involvement is recognized. Continued use of ECCS services constitutes acceptance of these Terms & Conditions and any future updates communicated via email or posted online.

Client Responsibilities

The client agrees to:

  • Ensure full and timely payment for all services rendered
  • Maintain all service-related communications with ECCS
  • Follow satisfaction guarantee procedures as outlined
  • Comply with all policies and terms contained in this agreement
Scheduling & Payment Policies

Card on File

A valid credit or debit card must be maintained on file to reserve any appointment. Appointments are not confirmed until an active card is received. Clients are responsible for keeping payment information current. Returned or declined payments incur a $35 processing fee, plus any applicable late fees.

Deposits

A non-refundable deposit of 50% is required for:

  • Initial Cleans
  • Deep Cleans
  • Move-In / Move-Out Cleans

The deposit is applied toward the total service cost. Deposits may be transferred to a rescheduled appointment only if at least five (5) business days’ notice is provided. Rescheduling is subject to availability.

Payment Due Dates & Late Fees
  • Payment is due on the scheduled service date.
  • Invoices not paid on the service date incur a 10% late fee
  • Invoices more than 7 days overdue may be sent for legal collection
Cancellations & Rescheduling
  • Cancellations or reschedules with less than two (2) business days’ notice are subject to a 50% fee
  • Same-day cancellations, same-day reschedules, lockouts, or failure to provide access result in a 100% service fee
  • Fees are charged to the card on file
Skipped Cleanings (Recurring Clients Only)
  • If a recurring cleaning is skipped with proper notice, a $25 skipped-cleaning fee applies for each additional week between the skipped visit and the next completed service.
  • To avoid the skipped-cleaning fee, clients may choose to reschedule instead of skip, provided more than two (2) business days’ notice is given. The normal recurring schedule will resume as scheduled after the reschedule clean has been completed.

Example: A weekly client skips one appointment → next visit becomes biweekly → $25 skipped-cleaning fee applied.

Business Hours & Holidays

ECCS operates Monday–Friday, 8:30 AM–5:00 PM. Service times may vary due to unforeseen circumstances. All communications received outside of normal business hours will be deemed received at the start of the next business day.

ECCS is closed on:
  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Black Friday
  • Christmas Eve
  • Christmas Day
  • Day after Christmas (if it falls on a business day)

Cleanings falling on holidays will be rescheduled. Client-initiated holiday cancellations may still incur applicable fees.

Service Specifications

Supplies – Clients must provide a toilet brush for each bathroom or Clorox Wand refills. ECCS supplies all other cleaning products. Requests to use client-supplied products must be approved in advance.

Services Checklist – Clients are responsible for reviewing the service checklist. Any additions or special requests must be approved by management prior to the appointment. Requests made directly to technicians are not permitted.

Cluttered Areas – Surfaces that are more than 80% cluttered will be cleaned around to maintain efficiency.

Dust & Air Quality – Some dust resettlement may occur. Excessive dust may indicate overdue air filter maintenance. Homes with neglected filters may require additional cleaning time.

Grout Disclaimer – While grout is thoroughly cleaned, some staining may be permanent due to age, wear, or deep-set discoloration. Results cannot be guaranteed. To help prevent mold, mildew, and staining, we recommend consulting a professional about resealing shower grout annually.

Satisfaction Guarantee – Clients must report concerns within 24 hours of service completion to qualify for a reclean of affected areas. Services are considered accepted after 24 hours. Declining a reclean is considered resolution of the issue.

Pricing & Labor Hours

Pricing and labor hours are based on the assessed condition of the home. Labor hours reflect total time worked by each technician, including entry delays, equipment cleaning, and setup.

  • Pricing discussions must be directed only to the owner, Annie Miller
  • ECCS reserves the right to request additional time if conditions differ from the original assessment
  • Pricing is reviewed quarterly
  • Distractions (pets, contractors, interruptions) may require additional time or scope adjustments
Safety Policies

Home Conditions – Homes must maintain reasonable working temperatures (recommended 65–72°F). ECCS may refuse service in unsafe or uncomfortable conditions.

Illness Policy – ECCS will reschedule services if technicians are ill. Clients must notify ECCS if anyone in the home is sick. If illness is observed upon arrival, service will be canceled and treated as a No Notice Cancellation unless the sick individual remains isolated as we are not equipped to handle virus-infected areas.

Utilities – Electricity and running water must be operational. Failure to provide utilities results in a No Notice Cancellation.

Inclement Weather – ECCS may reschedule or adjust hours due to severe weather for employee safety. Impacted services will be rescheduled at the next available opening.

Infestation Policy – ECCS will refuse or discontinue service if there is a visible or active insect or rodent infestation. Professional pest control must be completed prior to rescheduling. A No Notice Cancellation fee applies.

Pets Policy – Clients must securely restrain pets that may pose a risk or are at risk of escaping. Aggressive behavior may result in service termination and a No Notice Cancellation fee. ECCS is not responsible for unpredictable animal behavior. Disclose any pet-related risks or instructions in advance.

Move-In / Move-Out Property Readiness

Properties should be completely vacant unless prior arrangements have been made. ECCS reserves the right to skip any occupied areas, including rooms, closets, or cabinets containing personal belongings. Our technicians do not remove or replace personal items unless explicitly agreed upon in advance.

Damage & Insurance Claims

At East Coast Cleaning Services LLC (ECCS), our technicians exercise the highest level of care when servicing your home. While every precaution is taken, occasional accidents may occur.

  • ECCS is not liable for normal wear-and-tear, pre-existing damage, or improperly installed items
  • ECCS reserves the right to repair, replace, or file a claim at its discretion
  • Items excluded from coverage include (but are not limited to): Chandeliers, antiques, heirlooms, electronics, blinds, items over 20 lbs., items requiring disassembly.
  • ECCS is not liable for any damage resulting from: client supplied cleaning products, tools or equipment, including vacuums
  • All damage must be reported within forty-eight (48) hours of service completion and must include photos and/or video, along with a detailed description of the issue.

Failure to report damage within this timeframe releases ECCS from any liability or obligation to repair or replace. ECCS must be given the opportunity to inspect and remedy the issue before any third-party repairs or replacements are made. We do not reimburse costs for repairs completed without our prior written approval.

Service Exclusions
  • Handle biohazards, mold, fire/water damage
  • Clean walls, chandeliers, or curio cabinets
  • Shampoo carpets or provide stain removal
  • Move items over 20 lbs.
  • Disassemble furniture, appliances, or fixtures
  • Clean outdoor areas or animal waste/litter
  • Work in homes where the self-clean feature is engaged on an oven
  • Clean areas above the reach of our step ladder, except with our extendable duster