Terms of Service

I. Booking Process
1. Book An Appointment
Clients can book appointments online using booking form, phone, text or email us at info@njncleaningsolutions.com. Appointments are subject to the clients’ availability.

2. Confirmation
Our team members will reach out to confirm booking information, expectations, and payments. Confirmation of the booking will be sent after verification with the team.

3. Payments
After confirming your booking with our team, you will receive an invoice with options to pay via credit card, PayPal, Venmo, or Zelle. To reserve your appointment, payment must be received in full before we can proceed with the service. We appreciate your promptness and look forward to providing you with excellent service.
 
II. Cancellation & Rescheduling Policy
Cancellations or rescheduling requests must be made at least 24 hours before the scheduled appointment to avoid a $40 cancellation fee. This fee helps compensate our cleaners for lost work hours.

III. Refund Policy
Our services are non-refundable. However, if you are dissatisfied or notice anything we may have missed, please contact us within 24 hours of the service. We will make every effort to address and correct the issue promptly at no additional charge.

IV. Safety
1. Right to Refuse Service
We reserve the right to refuse service and leave the premises if concerns arise, including but not limited to the presence of dangerous individuals or firearms, inappropriate behavior, unsafe environments, toxic or severe hoarding situations, or pest infestations. In such cases, a cancellation fee will apply.

2. Pets
Pets must be secured during service to ensure the safety of both our staff and your pets. Please notify us in advance if there will be pets on the premises. We are happy to work around them when informed ahead of time.

3. Service We Don’t Provide
We do not provide cleaning services for severe hoarding homes, pest infestations, mold infestations, or toxic conditions such as the presence of blood, human/animal tissues, or body fluids. We recommend contacting specialized professionals for these situations.
If we are already on the premises, we reserve the right to refuse service, and a cancellation fee will apply.
Other services we don’t provide:

• Trash hauling

• Landscaping

• Maintenance 

4. Hard-to-reach areas
For safety reasons, we do not clean areas that are considered hard to reach without proper equipment, such as high ceilings, inaccessible windows, spaces requiring ladders beyond standard height, or tight areas that require special equipment or crawling, such as chimneys and air vents.
 
Our staff is instructed to prioritize their safety and avoid any tasks that could result in injury or damage. 
 
If specific areas require specialized access, we recommend hiring professionals with the appropriate tools and expertise. Attempting to clean such areas without proper equipment may void liability coverage and result in refusal of service.
5. Moving Heavy Stuffs
For safety and liability reasons, we do not move or lift items weighing more than 25 lbs. Our staff is not equipped to handle heavy lifting, and attempting to do so may lead to injury or damage. We recommend arranging for assistance or hiring professionals with the necessary equipment for moving heavy items.

V. Our Cleaning Supplies and Tools
We provide professional-grade cleaning supplies and equipment. Eco-friendly and non-toxic options are available upon request. If you prefer to use your own supplies, please let us know ahead of time, and we will be happy to comply.
 
VI. On The Cleaning Day
1. Communication
Clear communication between the cleaner and the client is essential for a successful cleaning day. 
 
Our staff will arrive at least 10 minutes before the scheduled time to allow for any issues accessing your premises and will confirm any specific instructions or preferences before beginning the cleaning process. 
 
If any issues or questions arise during the service, the cleaner will promptly communicate with the client to ensure satisfaction. We encourage clients to share any concerns or adjustments they may have throughout the cleaning session to ensure the service meets their expectations.

2. Accessibility
To ensure a smooth and efficient cleaning process, we ask that clients ensure accessibility for our cleaner on the scheduled day. Please make sure the premises are accessible, including turning off any security alarms or providing us with a temporary code and clear instructions for its use. This will help us avoid any delays or disruptions and allow our cleaner to begin promptly and work efficiently.

3. Lockout or Inaccessibility
In the event of a lockout, where the cleaner is unable to access the premises due to keys, codes, or security issues, we will make reasonable attempts to contact the client. If access cannot be gained within 30 minutes after the start time, the service will be considered canceled, and a cancellation fee may apply. We encourage clients to ensure proper access arrangements are made ahead of time to avoid any inconvenience.

VII. Promotions
Our promotion programs are subject to change. For the latest details, please refer to our home page or check the available promotions through our booking form. 
 
Please note, only one promotion can be applied at a time. Limited time may apply.

1. Referral Program
Our Referral Program rewards both you and the new client you refer. You will receive $30 off your next service, and the person you refer will enjoy $25 off their first cleaning. It’s our way of saying thank you for helping us grow. Terms and conditions apply, and you can find more details on our website.

2. Recurrent Cleaning Discount
Discounts are automatically applied starting with the second cleaning session.

• Daily: 20% off per session

• Weekly: 15% off per session

• Bi-weekly: 10% off per session

• Monthly: 5% off per session

Note: Billing is separate for each session. If you change your cleaning frequency or skip a session, pricing will adjust accordingly.

3. Bulk Buying Discount
We offer discounts for bulk purchasing of cleaning sessions: 

• 5% off 3 sessions 

• 10% off 5 sessions

• 15% off 10 sessions

This is a great way to save while ensuring your home stays consistently clean.

4. First Time Customer Discount
To welcome first-time customers, we offer a special discount on your initial cleaning service. Enjoy a $25 off as our way of saying thank you for choosing us. We’re confident you’ll be satisfied with our services and look forward to becoming your go-to cleaning provider.  

5. No Changes for additional hours and session
For a limited time, until 3/31/2025, we are offering no additional charges for up to 2 extra hours within the same session and one additional session (up to 2 hours). This special offer allows you to enjoy more cleaning time at no extra cost.
 
6. Buy 10 get 1 free
Get your 10th session for free! To redeem your free 10th cleaning session, simply let us know, or use the business card provided by our cleaner during the service. We will also let you know once you become qualified to redeem. 
Please note, this offer does not apply to bulk buying discounts. It's a great way to enjoy consistent cleaning without a fixed frequency while saving on future services.

 
VIII. Damage or Loss 
We take great care in handling your property, but in the event of any accidental damage or loss during our cleaning services, we will notify you immediately. If you have valuable assets such as family heirlooms, decor, or paintings that require extra care, please inform us beforehand. While we are committed to providing high-quality service, we are not liable for any pre-existing damage, wear, or tear, and we are not responsible for improper installations or displays of valuable items. For any damage or loss caused by our team, please inform us via info@njncleaningsolutions.com within 24 hours to reach a common agreement on compensation or replacement.

IV. Working Hours, Holidays and Unexpected Closures
1. Working Hours
Our standard working hours are 

• Monday - Friday: 8 am - 6pm

• Saturday - Sunday: 8 am - 3pm
   

2. Holidays
We observe the following holidays and will be closed on these days:

• New Year Eve

• New Year's Day

• Independence Day 

• Thanksgiving Day 

• Christmas Day 

If a scheduled cleaning falls on one of these holidays, we will notify you in advance and work to reschedule at your convenience. Please feel free to reach out to us for any adjustments to your cleaning schedule during these times.
 
3. Unexpected Closures
 
In the event of unexpected closures due to extreme weather conditions, such as storms, floods, or other hazardous situations, we will notify you as soon as possible to reschedule your cleaning appointment. In case of less than 24 hours cancellation, you will not be charged a cancellation fee in this case. 
 
Your safety and the safety of our team are our top priority. We appreciate your understanding and flexibility during these circumstances and will make every effort to accommodate a new cleaning date at your convenience.
 
X. Cities We Serve
Our team is dedicated to providing top-notch service to clients in various locations, ensuring consistent quality and reliability. Currently, we serve the following cities: 

• San Jose

• Santa Clara

If your city is not listed, please feel free to reach out, and we will do our best to accommodate your needs.