Terms Of Service
PAYMENT
Credit card information is required when booking to hold your reservation. Your card on file will be charged upon completion of the cleaning service.
Payment can be made via credit card or check made out to Dirty Water Cleaning Co. Checks must be mailed and delivered to Dirty Water Cleaning Co. within 7 days of the cleaning service being completed. If the check is not received in this timeframe, your card on file will be charged for the full price of the service. A fee of $35 will be charged for any returned checks.
If you would like to pay by check, please note this in your booking request or contact our office at (617) 383-4042.
CANCELLATIONS AND RESCHEDULES
We understand that schedules change and things come up. To ensure availability and minimize disruptions, we require a 24-hour cancellation notice.
Once we’ve confirmed your booking request, we will reserve time exclusively for you. If you cancel or reschedule your appointment less than 24 hours before it is scheduled to take place, you will be subject to a fee of half the cost of the cleaning service.
You can cancel or reschedule an appointment by emailing us at heather@dirtywatercleaning.com or by contacting our office through text or phone at (617) 383-4042.
ACCESS TO PROPERTY
If access to the property is not provided as agreed upon during your booking request, a fee of half the cost of the cleaning service will be assessed to cover expenses.
CLEANING SUPPLIES
Dirty Water Cleaning Co. cleaners bring their own cleaning supplies and equipment; however, you can also provide your own preferred products. If you’d like to provide your own products, make sure all products are clearly labeled and kept in a designated area for the cleaning team to access. Be sure to note this and any special instructions when sending your booking request.
TEMPERATURE
Please keep your property at a comfortable and appropriate temperature during the summer and winter months.
POST-CONSTRUCTION DEEP CLEAN CONDITION REQUIREMENTS
The property must have electricity, running water, and heat. It must also be clear of large waste and construction debris. There must be no other contractors working onsite at the time of cleaning. The property must also have dumpster-designated bins/areas to place trash. Trash will not be hauled off-site by cleaners. Flat-rate pricing assumes the property meets all of these conditions upon arrival.
If conditions are not met, Dirty Water Cleaning Co. will notify you before work begins. You may approve additional charges based on the scope of work needed, reschedule the appointment at no additional charge, or cancel the appointment, subject to the standard cancellation fee. Dirty Water Cleaning Co. also reserves the right to reschedule or cancel the appointment if conditions are unsatisfactory. Cancellations will be subject to the standard cancellation fee.
TOUCH-UP ELIGIBILITY
Touch-Up pricing applies only to properties that have been professionally deep-cleaned within the last 14 days. If conditions upon arrival do not meet touch-up eligibility, including the presence of heavy debris, buildup, or cleaning needs beyond light surface maintenance, Dirty Water Cleaning Co. will notify you before work begins. You may approve an upgrade to Deep Clean pricing or cancel the appointment, subject to the standard cancellation fee.
CONDITION OF TENANT TURNOVER UNITS
The property must be cleared of furniture, large waste, and debris. Flat-rate pricing assumes the unit is in this condition upon arrival.
If the condition of the unit does not meet these requirements, Dirty Water Cleaning Co. will notify you before work begins. You may approve additional charges based on the scope of work needed, reschedule the appointment at no additional charge, or cancel the appointment, subject to the standard cancellation fee. Dirty Water Cleaning Co. also reserves the right to reschedule or cancel the appointment if conditions are unsatisfactory. Cancellations will be subject to the standard cancellation fee.
WEATHER
In severe conditions, we will determine whether it is safe to travel to your property. If we feel it is unsafe, we will do our best to reschedule your service.
QUALITY OF CLEANING
Your satisfaction is our top priority. If you are happy with the cleaning service, let us know! We appreciate your feedback. It helps us recognize and reward our cleaners.
If you are not completely satisfied with our services, let us know within 24 hours, and we will gladly return promptly and make it right at no additional charge. Restoring balance to your space is what we do, so ensuring you get results you can see and feel matters most to us.
TEAM
Cleaning services are performed by vetted independent contractors working with Dirty Water Cleaning Co. Clients agree not to solicit, hire, or contract directly with any independent contractor introduced through Dirty Water Cleaning Co. for a period of 12 months following the last service date. Any direct hiring or private arrangement without written approval from Dirty Water Cleaning Co. will result in a placement fee to cover estimated costs of contractor recruitment, vetting, and replacement, currently set at $2,500.
OLD: Any attempt to solicit our cleaning professionals for outside employment violates our agreement and terms of service. Our cleaning professionals have signed a non-compete agreement with Dirty Water Cleaning Co. They are prohibited from soliciting business from any customer during or following their work with Dirty Water Cleaning Co.
LIMITATIONS
Our cleaners are limited in the work they are able to do.
They cannot lift anything over 25 lbs. Small tables can be moved and cleaned under, but if a piece of furniture is of substantial weight or contains electronics or other fragile items, it will not be moved.
Our cleaners are also limited to climbing no higher than a step ladder. Ceiling fans and other items that cannot be reached with a stick duster while standing on a small step ladder will not be cleaned.
DAMAGES
We work hard to make sure no damage occurs during your cleanings, but accidents do happen. Our cleaners are instructed to let us know immediately if damage to any item occurs during cleaning. We will then notify you immediately to discuss the appropriate steps. Dirty Water Cleaning Co. reserves the right to repair or replace items before settling monetarily. If you notice anything in your property that is damaged and you have not heard from us, notify us within 24 hours of service.
Dirty Water Cleaning Co. is not responsible for items that have been improperly installed or for items that fall under normal cleaning. All surfaces, including flooring, tile, marble, granite, etc., are assumed to be properly sealed and able to be cleaned with a solution that is appropriate for that particular material.
Dirty Water Cleaning Co.'s total liability for any claim arising from a cleaning service is limited to the cost of the service performed. This does not limit liability for damages covered under our General Liability insurance policy.
INSURANCE
Dirty Water Cleaning Co. maintains a General Liability insurance policy to cover accidental property damage that may occur during the performance of services. Proof of commercial liability coverage is available upon request. Independent service providers performing work through Dirty Water Cleaning Co. are independent contractors and are responsible for their own personal injury coverage.
OLD: Dirty Water Cleaning Co. carries insurance to protect both the company and our customers in the event of any accidental damages or losses that may occur during the cleaning process. This insurance covers damages to the customer's property or personal belongings, as well as any injuries sustained by our cleaners while on the job. Our insurance policy is valid and up-to-date, and we are happy to provide proof of coverage upon request.
DISPUTES
These terms are governed by the laws of the Commonwealth of Massachusetts. In the event of a dispute, both parties agree to attempt resolution informally by contacting Dirty Water Cleaning Co. before pursuing any formal action.