Airbnb/Short Term Rental Turnover Services
Following are our basic terms of service. We reserve the right to alter or modify these terms at any time in which you will be given the revised Agreement and your continued use of the service implies agreement with these terms.
Company agrees to provide cleaning and turnover services (“service”, “services”,) to you per your request. A service request can be a direct booking through our website www.cleanatl.com, a request or booking via text/ email or phone, or via any software, platform or project management tool you might be using to manage your guest bookings/ turnovers etc., that you give us access to. Every newly assigned cleaning/ turnover service via any software or platform will be seen as new service request. By requesting or directly booking one or more of our services in any way, you are agreeing to these Terms of Service. We will always try to perform the requested services within the requested time frame or until the latest due time (most of the times before a scheduled check-in). INTOWN PROSERVICES, INC reserves the right to not accept, cancel or re-schedule any requested service or booking at any time. This happens very rarely, but if company is not able to accept a service request or is in a position that forces company to cancel or re-schedule, company will let client know as soon as possible before the actual date of requested service. In case of online bookings that are already paid for, Company will refund the payment for the cancelled/ not accepted service request. We will not be liable to you or be deemed to be in breach of this agreement for any delay in performing, or any failure to perform, any of our obligations, if the delay or failure was due to any cause beyond our reasonable control such as shortages, unavailability, overbooking, severe weather, power or other utility cut-off, burglary, natural disaster, strikes, governmental action, terrorism, war, civil unrest or other similar occurrences. In no event shall we be liable for exemplary, incidental, indirect, special or consequential damages or for any business, financial or economic loss such as lost reputation, lost bargain, lost profit, loss of anticipated savings or lost opportunity arising out of or resulting from this agreement (even if we have been advised of the possibility thereof) and whether such loss arises as a result of negligence, breach of contract, tort or otherwise by us or any agent, employee or third party providing services on our behalf (including a Third Party Supplier) except to the extent the foregoing limitation is prohibited by applicable law.
You may withdraw a service request and cancel the relevant cleaning or turnover services up to 24 hours before commencement of such services. Any charges already paid shall be refunded to you.
You are hiring us to clean a vacant home, condominium, rental apartment or “Airbnb” (“Property”, “Job Site”, “Place”, “Unit”). The charges for our services are for the agreed dollar amount (“Rates”, – set out online under “Book Now” or in Appendix B, which can be requested) for an individual or a team of our employees or contractors (“team members”) for a maximum of a fixed amount of working hours of cleaning, turnover services or related services. Our team members will do their very best to make sure client’s property is absolutely clean and guest-ready every single time they provide a cleaning. However in the event of a job site being in very bad condition, resulting in the cleaning taking at least one more hour than the average cleaning duration known for the job site, Company may have the right to charge for the additional time spent. Company will do their best to communicate and report such circumstances immediately upon entering the job site. Items left behind or damaged will also be reported, as well as any need of maintenance when noticed. There are no refunds. By using our service you agree to the terms of this agreement and agree to pay the total due to us. All agreements are contingent upon accidents or delays beyond our control. You agree that by giving us keys, key fobs/ cards, key pad code or any other form of access info to the property (your own or managed), you are allowing access to each of INTOWN PROSERVICES, INC’s employees, contractors and agents to the property you requested services for.
Cleaning and Turnover Services
Every different type of cleaning has a different rate, based on property size, bedroom and bathroom count, as well as additional services you might need. There may be times when Company may re-evaluate rates based on the time it takes to perform the service or based on the scope of the project. Price adjustments or additional charges may also apply for extremely dirty floors or kitchen appliances, extreme soap scum build up, very greasy cabinet fronts, etc.). Company will discuss any price or service changes with Client.
In order to allow us to provide our cleaning and turnover services, Client agrees to:
- Provide us with complete, accurate and timely information about the Property, the Guest and other information reasonably requested by us or which you consider relevant for provision of the relevant services, at all times;
- liaise and cooperate fully with us in the provision of the services;
- respond to any requests which may be made by us;
- make sure we have access (and are allowed to have access) to the property for the time you requested our services;
- inform all relevant stakeholders (home/ property owner, property manager, lease holder, front desk, leasing office, concierge, guests, tenants, etc.) about us accessing the property to provide the requested/ booked services;
- make sure the property is safe to access and in a condition that’s safe for INTOWN PROSERVICES, INC’s team members to perform our services in;
- comply with the provisions, requirements/ your obligations herein,
- pay our rates, fees and costs either upfront or within 48 hours of receiving our invoice; and
- not, at any time during or following the provision of the services, directly or indirectly solicit or entice away (or attempt to solicit or entice away) any employees or contractors of INTOWN PROSERVICES, INC.
You agree to indemnify and hold us harmless from and against any claims, liabilities, damages, losses and expenses including (without limitation) reasonable legal fees, arising out of, or in connection with, any breach by you of these terms.
Team members usually work in pairs depending on the size of the job site. Team members only purpose while at the job site is to perform cleaning and turnover services. It is Company’s policy that team members do not smoke, eat, lay down in bed or on couch, sleep or do anything else other than their job on the site. It is forbidden for our team members to bring in other people other than INTOWN PROSERVICES, INC employees or contractors.
What Company Won’t do
Company is not responsible for damage due to faulty and or improper installation of any item. Examples would be: broken or improperly installed blinds, tiles, curtain rods, shelves, loose carpet, etc. All surfaces (e.g. marble, granite, hardwood floors, etc.) are assumed sealed and ready to clean without causing harm. Team members are prohibited from using ladders and are instructed to wear shoes at all time on the job site. We can not clean the job site if requested to remove shoes. It is unsafe for team members to not wear shoes at a job site. Team members may be able to bring disposable shoe covers. Team members have been instructed to leave certain items untouched (e.g. bodily fluids, excretions, pet waste and litter boxes). Seasonal insect infestations can also be a problem and may prevent us from completely cleaning a home. If roaches, fleas, bedbugs, or rodents are encountered we will not clean and call you ASAP regarding the problem. In this case Client will still be liable to pay the agreed upon cleaning fee. Team members may not climb higher than a two step step stool, stand on cabinets, work outside of the property, move furniture or lift any objects over 35lbs. Team members will not pull out any appliances (e.g. stove, fridge, washer/dryer) due to the possibility of causing floor damage or disconnecting the appliance resulting in damage. However, if Client moves these appliances out beforehand or has it arranged to have them moved while team members are at the job site team members will clean behind them.
Furthermore, our team members shall not undertake the following activities:
- Furniture Treatment
- Carpet Treatment
- Cleaning of exterior windows
- Gardening & garden shed cleaning
- Mold and/or bio-hazardous substance removal
- Industrial cleaning
- The lifting of heavy furniture
- Cleaning surfaces above arms reach
- Extermination (insects etc.)
- Yard work
- Cleaning of items that appear to be broken or are likely to break during cleaning
- Accidents and Damages
Due to the nature of the Company’s business, team members are required to touch virtually everything on the job site. Team members are as careful as possible. However, if something does get damaged while cleaning, team members are instructed to call our office immediately and to leave a note advising Client of the incident. The office will also follow-up with a phone call or email to Client to determine the best course of action. In the event an item is damaged or broken we reserve the option of repair or replacement. A dollar value of “one-of-a-kind” items damaged must be demonstrated in order that a settlement may be determined.
Issues and Complaints about Cleaning Jobs
All complaints or issues in regards to missed items need to be addressed in writing to Company via email or text (please request via contact form) within 24 hours after the service or within 6 hours after check-in. If agreed on, Company may leave a filled out cleaning checklist for the guest with a number to call in case the guests notice a missed item. Company reserves the right to correct all issues within 24 hours of being notified. As part of our commitment to customer satisfaction we will address all cleaning issues. If something was missed and the complaint is determined to be legitimate, Company will take care of the missed item or items. Company and Team Members are there to clean. Cleaning is not fixing damage or remedies for extreme dirt, extreme soap scum, mold/mildew that has rotted out caulk, neglected grease build up cabinets, mineral build up etc.. If during the cleaning Team Members come across a situation that they just can’t get “clean” they will call the Company/manager and the Company/manager will contact the Client ASAP to discuss.
Scheduling, Cancellation Policy & Return Fee
All cleaning times and schedules are the responsibility of Client. Company needs to be notified of any change of the schedule before 9am on the day of the scheduled cleanings. Client will be liable to pay a $40 fee for cancellations received after 9am for a scheduled cleaning for the same day. In the event of the same cleaning being re-scheduled to the next day or following days, but not more than four days in the future, Client will be liable to pay a $25 re-scheduling fee. If team members arrive during the requested cleaning day/time and they are turned away, or can not gain access to the job site for any reason, Client will be notified immediately. If this occurs Client will have 30 minutes to get the team into the job site. If after 30 minutes the team still does not have access to the job site the team is instructed to leave and Client will be liable to pay 50% of the service fee if cleaning is not rescheduled within 24 hours. If INTOWN PROSERVICES, INC is made aware of the fact that we will be able to access the property within the next hour after arriving at the job site, we reserve the right to decide if we leave the property and re-schedule or wait for 60 minutes the most, for a “late-access fee” of $25.
Infestation Return Fee
If it is determined during the cleaning that there is an active infestation of cockroaches, or other pests the team member(s) will notify Company management. Company will instruct the crew to STOP cleaning and leave the property. Company management will immediately call and email Client to apprise them of the situation and what actions the Company took to protect it’s team. Client will be liable for the full cleaning fee. If Client wants the Company to come back to the property after a successful extermination has been conducted Client will be charged the normal agreed upon fee for that new cleaning job.
In severe weather, Company may determine it is not safe to travel or carry equipment and supplies to the job site. If sever weather should occur, Company may cancel the scheduled cleaning and will not be held liable in any way. If this does occur, Company will reschedule the cleaning at the earliest date agreeable to both parties.
Please email Company at least one(1) day before the scheduled cleaning with any special requests so that we can schedule the extra time needed or additional man power to complete these tasks and provide you the Client with an updated fee/cost. Company will provide an over the phone estimate however, reserves the right to adjust the quote once team members have arrived at the job site. Any alterations or changes from the Flat Rate Turnover Cleaning Services involving extra work, will be performed at an extra charge. Any last minute or emergency cleaning services are also at an extra charge. Any extra charges must be approved in writing via email or text between Company and Client before any extra work begins.
Other items may be requested to be cleaned, these should be discussed with the Company prior to the date of requested service. There may be an additional cost to clean items not listed in the ‘included services’ per cleaning.
We will render invoices to you in respect of each service request and such invoices may include services provided by Third Party Suppliers. The charges shall be payable immediately upon receipt of the invoice (sent via email) or within 2 days after receipt the latest. We reserve the right to cancel any future bookings or to not accept any future service requests, if we have not received payment for invoices that have been due for over 7 days. In the event the collection of an amount due to Company by Client requires legal or collection action, Client agrees to pay all costs of collection without limitation for reasonable attorney fees, interest on past due amount, court costs, and all other costs associated with the collection action. Moreover, Company reserves the right to place a lien and or a judgment upon Clients property for delinquent payment greater than 30 days and Client agrees to pay all legal fees associated with this remedy.
Late Payment Fee
Overdue payments are subject to a late fee of fifteen percent (15%) for accounts overdue by 15 days. In addition, interest will be charged at the rate of twelve percent (12%) per annum on all overdue amounts accruing monthly.