1. Acceptance of Terms
By requesting UrbanMop Inc. to provide services by any means (telephone, email, online booking form, or direct conversation), you agree to be bound by these Terms & Conditions. UrbanMop Inc. reserves the right to amend these Terms at any time without prior notice.
2. Bonded and Insured
All UrbanMop professionals are bonded and insured to ensure the highest standards of service.
3. Teams
While we make every effort to assign the same cleaner to your home, circumstances such as illness, promotions, or vacations may require a change in cleaning personnel.
4. Conduct
Our cleaners are respectful while in your home. They will not smoke, eat, drink, watch TV, or answer your telephone or doorbell. Their sole purpose is to clean.
5. Pets and Home Access
UrbanMop is not responsible for pets that escape during service. Please advise us if pets are roaming free so that our cleaners can be cautious. Cleaners are trained to promptly close doors when entering or exiting.
6. Equipment and Supplies
We provide all necessary cleaning supplies and equipment. If you prefer specific products, please inform our office in advance.
7. Arrival Windows
All cleaning appointments are scheduled with a one-hour arrival window to accommodate traffic or unforeseen delays.
8. Service Duration and Multiple Cleaners
The quoted service duration applies to one cleaner. If two cleaners are requested by the client or assigned by UrbanMop, the total service duration will be equally divided between the two cleaners. The assignment of a second cleaner is subject to UrbanMop’s approval and availability.
9. Rate Adjustments
UrbanMop reserves the right to reevaluate and adjust service rates as necessary based on service requirements.
10. Billing, Payment Authorization & Service Categories
By booking UrbanMop services, you authorize UrbanMop to bill your credit card for services. UrbanMop offers three billing structures: prepaid one-time cleanings, prepaid service packages, and pay-as-you-go recurring bookings.
10.1 One-Time Cleanings (Prepaid)
All one-time cleanings are prepaid at the time of booking.
These payments are non-refundable, regardless of the cancellation date.
Cancellations made more than 48 hours prior to the appointment will receive a gift card or credit equal to the amount paid.
If cancelled with less than 48 hours’ notice, the appointment is subject to the 50% cancellation fee outlined in Section 12.
Credits or gift cards may be used toward any future UrbanMop service.
10.2 Prepaid Service Packages
UrbanMop offers prepaid packages that require full upfront payment for multiple cleaning sessions.
Prepaid packages are non-refundable.
Unused package sessions may be converted to a gift card or UrbanMop credit, but cannot be refunded.
If cancelled with less than 48 hours’ notice, the appointment is subject to the 50% cancellation fee outlined in Section 12.
Package pricing is locked in for the duration of the package.
10.3 Pay-As-You-Go Recurring Bookings
These include weekly, bi-weekly, and monthly recurring services, billed per appointment.
Pay-as-you-go bookings are refundable in full if cancelled 48 hours or more before the scheduled appointment time.
If cancelled with less than 48 hours’ notice, the appointment is subject to the 50% cancellation fee outlined in Section 12.
These bookings are not prepaid unless the customer elects to pay early.
10.4 Payment Changes
Service rates and fees may change at UrbanMop’s discretion. Promotional offers do not alter preexisting agreements.
11. Refund Policy
UrbanMop does not issue refunds for:
prepaid one-time cleanings,
prepaid package payments, or
services already performed.
Exception:
Pay-as-you-go recurring services cancelled 48+ hours in advance are eligible for a full refund.
If you are dissatisfied with your cleaning, we will re-clean specific areas at no additional charge under our 100% Satisfaction Guarantee, provided that issues are reported within 24 hours of service.
12. Cancellations and Late Fees
Cancellations must be communicated directly to our office. Messages left with cleaners do not constitute proper notice.
12.1 One-Time Cleaning Cancellations (Prepaid)
All one-time cleanings are prepaid and non-refundable.
Cancellations made more than 48 hours in advance will receive a credit or gift card equal to the prepaid amount.
Cancellations made within 48 hours of the appointment will incur a 50% cancellation fee, deducted from the prepaid amount.
12.2 Prepaid Package Session Cancellations
Cancellations with more than 48 hours’ notice allow the prepaid session to remain available for future use.
Cancellations with less than 48 hours’ notice may result in either:
the loss of the session, or
a 50% cancellation fee, depending on the package type and terms.
12.3 Pay-As-You-Go Recurring Booking Cancellations
Cancellations made 48+ hours before service receive a full refund (no fee).
Cancellations with less than 48 hours’ notice will incur a 50% cancellation fee.
Lockouts or inability to access the home at the scheduled time are treated as late cancellations.
13. Security Systems
Please ensure alarm systems are turned off or provide access codes and instructions to our office prior to service.
14. Service Suspension or Cancellation
UrbanMop reserves the right to cancel or suspend services if access, utilities, or working conditions are unsuitable or unsafe.
15. Accidents, Damage, and Theft
Clients are responsible for securing valuables (cash, jewelry, heirlooms, etc.).
Any damage caused by our team must be reported within 72 hours for evaluation and resolution.
UrbanMop is not responsible for items improperly secured (e.g., wall hangings without proper anchors).
Theft allegations must be reported immediately and followed through with formal charges if applicable.
16. Home Environment
Excess clutter may limit the areas cleaned.
We do not clean bodily fluids, litter boxes, insect infestations, or handle pet/childcare tasks.
Cleaners will not climb higher than a step stool, move heavy furniture, or lift items over 20 lbs.
17. Quality Control
Home inspections and client feedback calls may occur to maintain high service standards. Quality issues must be reported within 24 hours to qualify for a free re-clean.
18. SMS Notifications
By using our services, you consent to receive SMS communications regarding bookings and service updates.
You may opt out of marketing messages by replying “STOP,” but operational messages are essential and require active service participation.
Standard message and data rates may apply.
19. Photography for Quality Assurance
UrbanMop may take before-and-after photos for internal quality control, training, and promotional purposes.
No photos will be publicly shared without explicit written consent.
Clients may opt out of photography by notifying our office in writing prior to the service.
20. Damages Limitation
In case of property damage, reimbursement is limited to the total booking subtotal amount unless intentional or willful damage occurs.
21. Additional Services and Special Requests
Requests for extra services (e.g., garage, refrigerator, after-construction cleaning) must be made at booking to allow proper scheduling.
22. Non-Solicitation Agreement
Clients agree not to hire current or former UrbanMop cleaners independently for a period of two years following their employment.
Hiring a cleaner directly will incur a $2,500 placement fee, payable immediately.
23. Tips
Tips are appreciated but not required. A typical tip is 10–15% of the total cleaning fee. Tips should be left as cash directly for the team.
24. Access and Keys
Clients are responsible for ensuring that their homes are accessible on the scheduled service date.
25. Office Hours
Our office operates Monday to Friday, 8:00 AM – 8:00 PM. Saturday 8:00 AM – 6:00PM. Sunday 8:00 AM – 5:00PM. Messages left after hours will be returned on the next business day.
26. Acceptance
By visiting our website, booking, or communicating with UrbanMop Inc., you acknowledge and accept these Terms & Conditions.
