Terms of Service

Clensy LLC Terms of Service

By using our services, you agree to these terms and conditions. If you do not agree to these terms, please do not use our services.

Last Updated: September 18, 2025

1. Booking Confirmation

Booking a service online does not guarantee the requested date/time. Appointments are not confirmed until you receive written or verbal confirmation from a Clensy representative. We reserve the right to reschedule any appointment due to staffing, emergencies, or logistical limitations.

2. Cleaning Providers

All service providers are thoroughly vetted prior to onboarding and are expected to uphold integrity and accountability throughout their engagement with us. While we strive for consistent service, we do not guarantee the same provider for every visit. Clensy reserves the right to change cleaning personnel at any time without notice.

3. Right to Refuse Service

Clensy Cleaning reserves the right, at its sole discretion, to refuse, pause, suspend, or terminate service at any time due to safety concerns, unsanitary or hazardous conditions, inappropriate or hostile behavior, weapons on the premises, severe clutter, disconnected or non-functional utilities (including electricity, water, or heat in cold temperatures), or conditions that are materially different from what was disclosed at the time of booking.

Clensy Cleaning providers are authorized to leave immediately if they determine that a service location presents a safety, health, or security risk, or if conditions prevent the service from being performed as scheduled.

In addition, Clensy Cleaning may suspend or terminate ongoing or future services, with or without notice, due to nonpayment, repeated cancellations or reschedules, abusive or inappropriate behavior, unreasonable expectations, or violation of these Terms of Service.

If service is refused, paused, or terminated under this section, the visit may be treated as a late cancellation or completed visit for billing purposes, and applicable cancellation fees, minimum service charges, or full service charges may apply. Termination of service does not waive the client's obligation to pay for services already rendered or fees incurred.

4. Cleaning Day Preparation

Clients must ensure the home is accessible and reasonably tidy prior to the scheduled arrival. Reasonable preparation includes, but is not limited to, clearing toys, laundry, dishes, and personal items from surfaces to be cleaned. Cleaners are not responsible for excessive decluttering, organizing, or handling large amounts of personal belongings unless such services are scheduled in advance as add-ons.

If the home is inaccessible, insufficiently prepared, or the condition of the home materially exceeds the scope disclosed at booking, Clensy Cleaning reserves the right to refuse, pause, or terminate service. In such cases, the visit may be treated as a late cancellation, and the full service fee or applicable minimum charge may apply.

5. Add-On Services

The following services are available for an additional charge and must be requested in advance, subject to availability and scheduling capacity: deep cleaning, organization, laundry, interior refrigerator cleaning, interior oven cleaning, interior cabinet cleaning, interior window cleaning, dishes, pet hair removal, and wet wiping or detailing of blinds.

Pricing for add-on services is not included in standard cleaning rates and may vary based on the condition of the home, level of buildup, and time required to complete the service. Same-day add-on requests are not guaranteed and may be declined if they impact the scheduled scope or timing of the service.

6. Pets

We are happy to work around household pets; however, for safety and efficiency, clients are asked to limit indoor pet activity during the cleaning. Clients are responsible for ensuring that pets are properly secured, supervised, or removed from active work areas as needed.

If a pet becomes anxious, aggressive, or otherwise presents a safety concern, Clensy Cleaning reserves the right, at its sole discretion, to pause or terminate the service and remove its providers from the home. Our providers are instructed not to enter or continue service in any environment where they believe an animal poses a potential risk, as pets may behave unpredictably when their owner is not present.

If service is paused or terminated due to pet-related safety concerns, the cancellation or early-termination policy shall apply, and Clensy Cleaning shall not be held liable for incomplete service or any resulting inconvenience.

7. Service Fees

All quotes provided by Clensy Cleaning are fixed-rate estimates based on the information supplied at the time of booking, our years of professional experience, and the projected number of labor hours required to complete the service under average conditions. Each quoted price includes a maximum amount of cleaning time allocated for that visit, whether or not the specific time allocation is discussed, and reflects the scope of work agreed upon during the booking process.

While pricing is fixed for the quoted scope, cleaning time is not unlimited. Actual cleaning time may vary depending on the condition of the home, level of buildup, size, layout, and client expectations. If, during the service, it becomes apparent that the condition of the home or scope of work will require additional time beyond the hours included in the original quote, Clensy Cleaning will notify the client before the quoted time is exceeded.

At that point, the client will be presented with one of two options only:

Extend the service for the additional time required at the applicable hourly or fixed extension rate, based on the estimated additional hours needed; or

Conclude the service at the end of the originally quoted time, with cleaning completed up to that point based on either the client's stated priorities or Clensy Cleaning's professional judgment.

Clensy Cleaning will make reasonable efforts to provide advance notice—typically at least one hour before the quoted service time concludes—so the client may decide how to proceed or advise which areas should be prioritized during the remaining time.

If Clensy Cleaning completes the service within the quoted scope and time allocation, the full quoted service amount will be charged. If the client declines additional time once notified, no discount, refund, or rate adjustment will apply for work not completed beyond the quoted hours.

Approval to extend service may be provided verbally, electronically, or by continued access to the home. Pricing disputes must be raised prior to or during the service. Completion of the agreed-upon scope within the quoted time constitutes acceptance of the service and applicable charges.

Clensy Cleaning reserves the right to reevaluate and adjust future service quotes, time allocations, or pricing based on changes in home condition, service frequency, historical cleaning time requirements, or client expectations.

8. Payment Terms

A valid credit card must be provided at the time of booking in order to confirm the appointment. You will not be charged at the time of booking, cards are only pre-authorized 24 hours before your appointment and are not processed or charged until after the service has been completed. If a payment fails, future services may be paused until the issue is resolved.

Clients agree not to initiate chargebacks or payment disputes for services rendered without first providing Clensy Cleaning an opportunity to investigate and resolve the concern. Initiating a chargeback in violation of this policy may result in permanent service termination.

9. Refund Policy

Clensy Cleaning does not offer refunds for services rendered. If a client is not satisfied with the service, notice must be provided within 24 hours of completion. At our discretion, we may offer one complimentary re-clean for missed or overlooked areas within the original scope of service.

Re-cleans will not be performed after the 24-hour notice window, if the space has been altered, used, or cleaned by the client or a third party before inspection, or if the concern relates to conditions outside the original scope. Acceptance of a re-clean constitutes the sole remedy for service-related concerns.

Clensy Cleaning does not guarantee specific results, outcomes, or perfection. Cleaning effectiveness may vary based on surface condition, material type, age, prior treatments, buildup level, and environmental factors. By booking service, the client acknowledges that professional cleaning involves reasonable care and effort, but does not guarantee the removal of all stains, buildup, or cosmetic imperfections.

10. Recurring Services, Billing & Discounts

Clients enrolled in Clensy services authorize Clensy Cleaning to automatically charge the payment method on file for each scheduled service in accordance with the selected service frequency. Recurring services automatically renew unless canceled in accordance with Clensy Cleaning's cancellation policy.

Clients are responsible for maintaining valid payment information and notifying Clensy Cleaning of any billing changes. Failure to cancel services in accordance with these Terms does not relieve the client of payment obligations for scheduled services.

Recurring service discounts apply only after the first paid cleaning and are contingent upon maintaining the agreed-upon service frequency (weekly, biweekly, or monthly).

Skipping, canceling, rescheduling, or changing service frequency without proper notice may void the discounted rate. If a discount is voided, pricing will be adjusted to reflect the current standard rate associated with the new service frequency or converted to a one-time service rate, at Clensy Cleaning's discretion.

11. Rate Increases

Clensy Cleaning reserves the right to adjust service rates at any time due to changes in service frequency, scope of work, or the condition or characteristics of the home. This includes, but is not limited to, remodels, changes of address, additional occupants, pets, significant increases in furniture or belongings, or other factors that materially affect cleaning time or effort.

In addition, service rates may be adjusted annually to reflect changes in labor costs, operating expenses, or market conditions. Annual rate increases, when applied, will not exceed 10% of the client's current rate.

12. Lockouts

The client is responsible for ensuring that the service location is accessible to Clensy Cleaning providers at the scheduled service time. Acceptable access includes being present at the property or providing a working key, lockbox, or entry code in advance.

If the team is unable to access the home upon arrival, reasonable efforts will be made to contact the client. If access is not granted within 30 minutes of the team's arrival, the service will be skipped and treated as a completed visit for billing purposes. The full value of the scheduled service will be charged to compensate for reserved labor time, travel, and lost scheduling opportunity.

To avoid lockout charges, clients are strongly encouraged to provide reliable access instructions prior to the appointment.

13. Cancellations

Service reliability is extremely important because we reserve a time specifically for you. We request a minimum of 24 hours' advance notice if you need to cancel or reschedule for any reason to avoid incurring a $50 cancellation fee. Please note that if service is canceled with less than 24 hours' notice, or if we are unable to access the home upon arrival, or if we are turned away at the door, the full value of the service will be charged to the credit card on file.

Clensy Cleaning shall not be liable for delays, cancellations, or service interruptions caused by events beyond its reasonable control, including but not limited to weather, traffic, illness, accidents, equipment failure, or acts of God.

14. Promotional Offer Cancellation Terms

Promotional offers, introductory credits, or discounted services are provided subject to the specific terms of the applicable promotion. Eligibility for any promotional benefit may require maintaining a minimum service commitment or completing a specified number of visits.

If a client cancels, pauses, or modifies service in a manner that violates the terms of a promotional offer, Clensy Cleaning reserves the right to void the promotion and apply any applicable cancellation charge, retroactive rate adjustment, or standard service pricing associated with that promotion.

Promotional terms, including any cancellation-related charges, vary by offer and are disclosed at the time of booking or enrollment.

15. Alarm

If the service location is equipped with a security or alarm system, the client is responsible for ensuring that the system is properly disarmed prior to the scheduled arrival or for providing accurate access codes and clear operating instructions in advance.

If access is delayed, denied, or service is interrupted due to an active alarm system, incorrect codes, or incomplete instructions, the visit may be treated as a lockout or late cancellation, and applicable lockout or cancellation charges may apply.

Clensy Cleaning is not responsible for alarm activations, false alarms, or any related fees, penalties, or service interruptions resulting from alarm system issues or client-provided access information.

16. Client-Supplied Equipment/Products

If a client requests that Clensy Cleaning use client-supplied cleaning products, tools, or equipment (including but not limited to vacuums or specialty cleaners), Clensy Cleaning assumes no liability for malfunction, inefficiency, incompatibility, or damage resulting from their use. Clients are responsible for the condition, suitability, and safety of any items they request our providers to use.

In addition, if a client instructs, requests, or insists that a cleaner repeat a task, apply additional product, use stronger product concentrations, or continue cleaning an area after the cleaner has advised that further cleaning may risk damage, Clensy Cleaning shall not be held liable for any resulting damage, discoloration, surface changes, or exposure of pre-existing conditions.

Cleaners are trained to exercise reasonable care and professional judgment and may communicate concerns regarding sensitive surfaces; however, compliance with client-directed instructions is performed at the client's request and risk.

17. Clensy Cleaning Supplies

Clensy Cleaning provides standard professional-grade cleaning supplies and equipment for each appointment. Clients with specific product preferences, sensitivities, or restrictions (including but not limited to green, fragrance-free, or specialty products) must notify Clensy Cleaning in advance and supply the requested products on-site at the time of service.

If alternative products are not provided or are unavailable at the time of service, Clensy Cleaning's providers are authorized to proceed using Clensy Cleaning's standard products and equipment. Clensy Cleaning shall not be held liable for dissatisfaction, allergic reactions, or damages arising from the use of standard products in situations where client preferences were not communicated in advance or where preferred products were not available on-site.

Last-minute product preference changes or restrictions may require rescheduling and are not guaranteed to be accommodated.

18. Items We Cannot Clean

Certain conditions and materials require specialized training, equipment, or licensing and are outside the scope of Clensy Cleaning's services. For health, safety, and liability reasons, Clensy Cleaning does not provide mold remediation, biohazard cleanup, or hoarding cleanup services.

This includes, but is not limited to, areas containing mold, excessive mildew, bodily fluids, blood, feces, vomit, urine, cat litter boxes, bird cages, or other human or animal excretions.

If such conditions are present or discovered during service, Clensy Cleaning reserves the right to refuse, pause, or terminate service immediately. In such cases, applicable cancellation or minimum service charges may apply, and Clensy Cleaning shall not be held liable for incomplete service or any related consequences.

19. Unreachable Areas & Heavy Items

For safety and liability reasons, Clensy Cleaning providers are not permitted to climb higher than a standard step stool, work outside the home, or access areas that cannot be reached safely without specialized equipment.

Additionally, cleaners are not authorized to move furniture, appliances, or objects weighing more than 35 pounds, as doing so may pose a risk of injury or property damage.

Areas that are blocked, obstructed, or located behind heavy items will not be cleaned unless those items are moved by the client prior to the appointment. Clensy Cleaning is not responsible for uncleaned areas resulting from access limitations or safety restrictions.

20. Breakage/Damage & Loss Policy

While occurrences are rare, the possibility of accidental breakage or damage exists during professional cleaning. Clensy Cleaning providers exercise reasonable care at all times, and providers carry insurance for damage or breakage directly caused by the provider's clear negligence.

Clensy Cleaning is not liable for damage resulting from normal wear and tear, aging materials, improper installation, manufacturing defects, prior repairs or resurfacing, or undisclosed fragile items. This includes, but is not limited to, artwork, collectibles, antiques, or family heirlooms. Clients are responsible for identifying such items prior to service and advising how they should be handled.

By engaging Clensy Cleaning, the client acknowledges that professional cleaning involves inherent risks, including potential cosmetic or material changes to surfaces due to age, wear, prior treatments, material sensitivity, or pre-existing conditions. Clensy Cleaning does not act as an insurer of the client's property and is not responsible for damage unless directly caused by clear negligence on the part of the cleaning provider.

To the fullest extent permitted by law, Clensy Cleaning's total liability for any claim, damage, loss, or dispute arising from a service shall be strictly limited to the total amount paid for the specific service giving rise to the claim.

Clensy Cleaning shall not be liable for indirect, incidental, consequential, or special damages, including but not limited to loss of use, loss of income, alternative lodging, contractor costs, or third-party repairs. Opinions, estimates, or assessments provided by third parties (including contractors or service professionals) do not constitute proof of liability or causation.

No repairs, replacements, or alterations may be made to any allegedly damaged item or area before Clensy Cleaning has been given a reasonable opportunity to inspect it. Failure to allow inspection voids any potential claim.

All claims for damage or loss must be reported within 24 hours of service completion. While identical replacement is always attempted when applicable, it cannot be guaranteed.

21. Personal Belongings Disclaimer

We are not liable for lost or misplaced items unless it is proven beyond doubt that they were removed or damaged by our cleaner. Clients are responsible for securing jewelry, electronics, cash, and other valuables prior to each visit.

22. Client Responsibilities

Clients are responsible for providing accurate and complete information regarding the condition, size, layout, and occupancy of the home at the time of booking. Clients must secure all valuables and personal items and ensure that the service location has functional access to water, electricity, and appropriate climate control during the scheduled cleaning.

Clients are also responsible for ensuring reasonable preparation of the home, providing safe and unobstructed access to areas to be cleaned, and disclosing any sensitive, fragile, aging, refinished, or specialty surfaces prior to service.

Any dissatisfaction, damage, or concern related to the service must be reported within 24 hours of completion. Failure to meet the responsibilities outlined in this section may result in service refusal, cancellation, additional charges, denial of re-clean eligibility, or full charges for the scheduled service, as applicable.

Clients agree to provide reasonable cooperation during service, including allowing providers to work without interference. Excessive interruption or interference may impact service quality and does not constitute grounds for refunds or re-cleans.

23. Cleaners Arrival Window

We schedule our cleanings in a way that minimizes drive time to help keep prices low and avoid trip fees. If you request a specific time, we will do our best to accommodate it; however, no arrival times are guaranteed. Due to the unpredictable nature of our business and potential delays such as traffic, weather, or mechanical issues, we ask for flexibility in scheduling cleanings between 8:00 AM and 5:00 PM. We typically provide a 2-hour arrival window, which is disclosed at the time of booking. If our team is running late, we will notify you by call or text.

24. Holidays

Clensy Cleaning does not operate on state or federally recognized holidays. In holiday weeks, service schedules may be adjusted as needed to optimize routing and staffing. Depending on availability, a scheduled visit may be rescheduled within the same week, skipped, or adjusted to an alternate service date.

Clients may be contacted to confirm availability or preferences; however, scheduling adjustments during holiday weeks are not guaranteed to match the regular service day or time. Holiday-related schedule adjustments do not constitute cancellations and do not result in service credits, refunds, or fee reductions.

25. House Key/Key Release

If a client chooses to provide access by leaving a door unlocked, placing a key in an unsecured location (such as under a mat or planter), or sharing access codes, the client assumes all associated risk. Clensy Cleaning shall not be held liable for any loss, damage, theft, or security issues arising from unsecured or client-directed access methods.

Any keys, lockbox codes, or access devices voluntarily provided to Clensy Cleaning are used solely for the purpose of performing scheduled services. Upon termination or cancellation of services, Clensy Cleaning will make reasonable efforts to return physical keys in its possession within 48 hours or by the next business day, unless otherwise arranged.

Clensy Cleaning is not responsible for issues arising from changed, expired, or incorrect access instructions provided by the client.

26. Non-Solicitation of Clensy Cleaning Providers

Clients agree not to solicit, recruit, hire, or engage any Clensy Cleaning provider for private work or employment outside of Clensy Cleaning, whether directly or indirectly, during the course of service and for a period of twelve (12) months following the client's most recent service date.

Clensy Cleaning providers are thoroughly vetted, background checked, and trained prior to servicing client homes. Clensy Cleaning invests significant time, resources, and expense in recruiting, training, and retaining its providers.

Any direct or indirect solicitation or employment of a Clensy Cleaning provider outside of Clensy Cleaning is strictly prohibited and constitutes a material breach of these Terms. Clensy Cleaning reserves the right to pursue appropriate remedies, including service termination and recovery of associated costs, to the fullest extent permitted by law.

27. Governing Law

These Terms of Service and any dispute, claim, or controversy arising out of or relating to Clensy Cleaning's services shall be governed by and construed in accordance with the laws of the State of New Jersey, without regard to its conflict of law principles.

The parties agree that any legal action or proceeding arising under these Terms shall be brought exclusively in the state or federal courts located within the State of New Jersey, and the parties hereby consent to personal jurisdiction and venue therein.

28. Dispute Resolution & Small Claims

Prior to initiating any formal legal action, the client agrees to provide Clensy Cleaning with written notice of the dispute and allow a reasonable opportunity to resolve the matter informally. If a dispute cannot be resolved informally, the parties agree that claims within the jurisdictional limits of New Jersey small claims court shall be brought in small claims court whenever permitted by law. Nothing in this section prevents either party from seeking relief in the courts identified in the Governing Law & Venue section when applicable.

29. Electronic Records & Communications

Clensy Cleaning may rely on and maintain electronic records, including but not limited to text messages, emails, call recordings, timestamps, photographs, videos, scheduling data, and internal service records, to document service details, client instructions, approvals, communications, and dispute resolution. Such electronic records may be used to verify scheduling, pricing, scope of work, access instructions, service completion, and compliance with these Terms of Service. Clients acknowledge and agree that electronic records maintained by Clensy Cleaning may be relied upon for business, billing, and dispute-resolution purposes.

30. Media & Photo Usage Consent

Clensy Cleaning may take photographs or videos of service areas before, during, or after cleaning for quality control, documentation, training, or dispute-resolution purposes. Unless the client provides written notice objecting in advance, the client grants Clensy Cleaning permission to use non-identifying images of cleaned areas for marketing, educational, or promotional purposes. No personally identifying information, faces, or personal details will be disclosed without explicit consent.

31. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

32. No Waiver

Failure by Clensy Cleaning to enforce any provision of these Terms on one occasion does not constitute a waiver of the right to enforce that provision in the future.

33. Entire Agreement

These Terms of Service constitute the entire agreement between the client and Clensy Cleaning regarding the services provided and supersede all prior or contemporaneous communications, discussions, representations, or agreements, whether written or oral. No statements, promises, or representations made by any cleaner, contractor, or representative of Clensy Cleaning shall modify or override these Terms unless expressly agreed to in writing by Clensy Cleaning.

34. Changes to Terms

Clensy Cleaning reserves the right to modify these terms and conditions at any time without prior notice.

SMS Terms of Service

By opting into SMS from a web form or other medium, you are agreeing to receive SMS messages from Clensy Cleaning. This includes SMS messages for appointment scheduling, appointment reminders, post-visit instructions, lab notifications, and billing notifications. Message frequency varies. Message and data rates may apply. See our privacy policy. Message HELP for help. Reply STOP to any message to opt out. Visit https://clensy.com/terms-of-service for full Terms of Service.

Questions about our Terms?

If you have any questions about these Terms and Conditions, please contact us:

Email: info@clensy.com

Phone: 862-386-2557