Bestie Cleaning – Terms of Service
Last Updated: Sep, 2025
Note: Bestie Cleaning reserves the right to modify these Terms of Service at any time. Any changes will take effect immediately upon posting on our website.
1. Agreement to Terms
This Terms of Service Agreement (“Agreement”) constitutes a legally binding contract between Bestie Cleaning (“Company,” “we,” “us,” or “our”) and the client (“you,” “your,” or “Customer”). By accessing our website at bestiecleaning.com, requesting services, submitting a booking form, or allowing our team to perform services at your property, you explicitly acknowledge that you have read, understood, and voluntarily agree to be bound by all terms and conditions contained herein. If you are acting on behalf of a business or other entity, you represent and warrant that you have the authority to bind that entity to this Agreement. Should you disagree with any provision of this Agreement, your sole recourse is to immediately discontinue use of our website and services.
2. Scope of Service & Client Cooperation
Bestie Cleaning is committed to providing high-quality cleaning services as detailed in your service estimate or work order. To facilitate a safe and efficient cleaning process, we require your full cooperation. This includes ensuring the cleaning area is free of obstructions, securing all pets in a separate area for their safety and the safety of our technicians, and providing advance written notice of any known biohazards, structural dangers, or other potential risks on the property. Furthermore, the client is solely responsible for protecting or removing any items of extraordinary personal, sentimental, or monetary value, as our standard liability limitations apply to such objects.
3. Appointment Scheduling & Cancellation Policy
At Bestie Cleaning, we are committed to providing reliable, high-quality service to every client. In order to maintain fairness, efficiency, and respect for our team’s time and the schedules of other clients, we have established the following appointment, cancellation and rescheduling policies.
i. Cancellation Policy: We understand that unexpected events may arise. However, because our cleaning teams dedicate specific time slots and resources to each client, cancellations impact both our employees and other customers waiting for service. To balance flexibility with fairness, the following applies:
- Cancellation Policy: 24-Hour Cancellation Notice: Clients must provide at least 24 hours’ notice if they need to cancel or reschedule an appointment. Cancellations made within 24 hours, when we are unable to reassign the time slot, may incur a 50% cancellation fee. This is a common and fair industry practice to account for lost wages and time.
- Same Day Cancellation: If a client cancels on the day of service, the full cost of the scheduled service will be charged. This is because same-day cancellations do not allow us sufficient time to reallocate staff or reschedule another client in your place.
ii. Appointment Scheduling & Confirmation
- Booking: Appointments are scheduled based on availability and confirmed once booked by phone, email, or online.
- Access: Clients must provide safe entry (present, key code, lockbox, concierge, etc.).
- Cancellations/Lock-outs: Cancellations or reschedules with less than 24 hours’ notice may incur a 30% fee for reschedules or 50% for cancellations/lock-outs.
- Rescheduling: Clients requesting to reschedule an appointment must notify us at least 24 hours in advance. Rescheduling requests made with less than 24 hours’ notice are subject to availability and may incur additional fees.
Frequent cancellations may lead to fees, rate changes or loss of preferred time slot. - Weekly clients who skip will be charged the biweekly rate.
- Biweekly clients who skip will be charged the monthly rate.
- Monthly clients who extend beyond six weeks will incur a $40 fee.
- Notice: At least 24 hrs’ notice required for reschedules. Requests under 24 hrs are subject to availability and fees.
- Good Faith: Bestie Cleaning will make every effort to accommodate rescheduling, but availability outside the original booking is not guaranteed.
iii. Missed Appointment or Lock Outs: If our team arrives and is unable to access the property due to the client’s failure to provide entry, the appointment will be treated as a lock-out. In such cases, the client will be charged a rescheduling fee equivalent to 50% of the scheduled service cost to cover the time reserved for the team.
iv. Urgent Cleaning Requests: We recognize that emergencies happen and offer urgent cleaning services when possible. To request an expedited appointment, please contact us directly at 703-552-8777 or email [email protected]. Provide details about the urgency, service location, and any special requirements so we can assist promptly.
While we make every effort to accommodate urgent requests, availability depends on our staffing and schedule. Urgent or same-day requests may incur additional fees due to the expedited nature of the service.
v. Our Commitment: We respect your time and trust, and we ask the same in return. Our policies are designed to minimize disruptions, ensure fairness, and allow us to consistently deliver excellent cleaning services to all our valued clients. By booking a service with Bestie Cleaning, either online, by phone, or via email, you agree to these scheduling, cancellation, and rescheduling terms.
4. Pricing & Payment Terms
All cleaning services are provided at the price agreed upon at the time of booking. Initial quotes are calculated based on the information provided by the client, such as home size, number of rooms, and standard condition. Please note that quotes assume a typical level of upkeep. If, upon arrival, our cleaning team encounters conditions significantly different from those described—for example, excessive clutter, hoarding situations, heavy pet hair, or bio-hazardous materials such as pet waste or mold—an adjusted rate may apply. Any such changes will be communicated clearly before service begins to ensure transparency and mutual agreement.
i. Payment Requirements: Payment is due immediately upon completion of each service. For recurring clients, payment must be made on the scheduled day of service unless alternative arrangements have been formally approved in writing. We accept credit or debit card payments only. A valid card must be placed on file at the time of booking to secure your appointment. For safety and record-keeping purposes, we do not accept cash payments under any circumstances.
ii. Late Payment Policy: All invoices are due on the date of service performed by Bestie Cleaning, unless otherwise agreed in writing. Invoices not settled by the specified due date are considered past due. A late fee of $45 or 5% of the total fee (whichever is higher) will be applied to any unpaid balance 20 calendar days after the service date or invoice date. Accounts remaining unpaid after this period may be suspended and referred to a licensed collections agency, and the client will be responsible for any additional collection or legal costs incurred.
iii. Recurring Service Discounts: Clients who sign up for recurring cleanings enjoy discounted rates in exchange for committing to a minimum of six (6) scheduled appointments. This loyalty discount helps us plan staffing efficiently while rewarding your commitment. If a client chooses to cancel recurring service before completing the minimum six appointments, the discount becomes void, and all completed cleanings will be recalculated at our standard, non-discounted rates. Any outstanding balance created by this adjustment will be due immediately. This policy ensures fairness, consistency and respect for both our clients’ budgets and our team’s valuable time.
5. Damage & Liability Policy
If you are not fully satisfied with any aspect of your cleaning, you must notify Bestie Cleaning in writing within 24 hours of the service being completed. Once your notification is received, we will promptly schedule a return visit to address your concerns at no additional cost.
Damage & Liability Policy: Our teams are carefully trained, insured, and committed to treating your home and belongings with the utmost care. However, we acknowledge that accidents may occasionally occur.
- Any claim for accidental damage must be reported in writing within 24 hours of the completed service.
- Our liability for any verified damage is strictly limited to the total cost of the cleaning service for that visit.
- All claims are subject to investigation and verification.
- Exclusions – Not Covered by Liability
- This policy ensures transparency, protects our clients and staff, and allows us to maintain the high standards of service you expect from Bestie Cleaning.
6. Service Policies & Additional Charges
At Bestie Cleaning, our goal is to provide top-quality service at fair and transparent rates. To achieve this, please note that in certain circumstances, additional charges may apply. This ensures our team has the time, resources, and support necessary to deliver the level of cleaning you expect.
Situations where extra charges may apply:
- Large Amounts of Clutter: Excessive clutter on floors, counters, or furniture surfaces may slow down the cleaning process. If decluttering is required before we can begin, additional time and effort may be needed, resulting in extra charges. We kindly recommend removing personal items and organizing spaces ahead of time to allow our team to work efficiently.
- Excessive Dirt, Grime, or Dishes: Homes with heavy buildup of dirt, grease, or dust, as well as sinks full of unwashed dishes, often require a deeper level of cleaning. This may extend the service time and increase complexity, which could lead to an additional fee. To avoid this, we encourage clients to minimize dishes or pre-rinse items and address high-dirt areas when possible.
- Unscheduled or Special Requests: If you request additional services outside of your agreed cleaning plan—such as deep cleaning a specific room, post-event cleaning, or handling unexpected messes—extra charges may apply. To avoid scheduling conflicts, we ask that you notify us in advance of any special requests so we can allocate the right time and resources.
- Service Guidelines Equipment & Supplies: Bestie Cleaning provides all essential cleaning equipment and eco-friendly, industry-standard cleaning products. If you have preferred products, please leave them out for our team with clear instructions.
- Pre-Cleaning Checklist: To help us maximize efficiency, please ensure that your home is accessible at the scheduled time, large items are removed from floors and surfaces, and personal belongings are safely stored away. This preparation allows our team to focus on delivering the best possible cleaning results.
- Secure Your Pets & Pet Messes Policy: To help us maximize efficiency, please ensure that your home is accessible at the scheduled time, large items are removed from floors and surfaces, personal belongings are safely stored away, and pets are secured so they are not loose when our cleaners arrive. This preparation allows our team to focus on delivering the best possible cleaning results.
- Post-Cleaning: Please ensure all pets are secured and not loose when our cleaners arrive. We love pets, but for health and safety reasons, our cleaners cannot handle pet messes such as urine, feces, or vomit. These areas should be cleaned before our arrival, and if needed, we recommend contacting a professional pet waste removal service.
7. Payment Options & Data Security
At Bestie Cleaning, your safety and privacy are our priority. We accept both credit card and cash payments, but we strongly encourage credit card payments because they provide the highest level of security, accuracy, and convenience. Every card transaction is protected by industry-standard safeguards, including SSL encryption, PCI compliance, tokenization, secure databases, and tokenized storage. We adhere to PCI DSS standards, ensuring your personal and billing information is well-protected.
Data Protection & Privacy
At Bestie Cleaning, we deeply value your privacy and the security of your personal information. Any data we collect is used solely for scheduling services, processing transactions, and communicating with you about your appointments. We employ robust security measures to protect your information and strictly prohibit the sale or distribution of your data to third-party marketing entities.
8. Limitations of Liability
Bestie Cleaning maintains comprehensive general liability insurance. Nevertheless, it is expressly understood that we cannot be held liable for any damages or losses resulting from pre-existing flaws or weaknesses in the client’s property, including but not limited to pre-existing damage to flooring, furniture, or fixtures that may become apparent after cleaning. Additionally, our responsibility for the premises concludes once our team has departed and the service has been rendered; we are not liable for any events or issues that occur after our departure.
9. Modifications to Agreement & Severability
Bestie Cleaning reserves the right to update, amend or modify this Agreement at any time to reflect changes in our business practices, services or for other operational, legal or regulatory reasons. The most current version will always be posted on our website with the effective date clearly indicated. Material changes will be communicated to active clients via email at least 30 days before they take effect. Your continued use of our website or services following the posting of any revisions constitutes your acceptance of the updated terms. If any provision of this Agreement is found to be invalid, illegal or unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.
10. Governing Laws & Dispute Resolution
This Agreement shall be governed by and construed in accordance with the laws of Virginia, without regard to its conflict of law principles. Any dispute, claim or controversy arising out of or relating to this Agreement or the breach, termination, enforcement, interpretation or validity thereof, including the determination of the scope or applicability of this agreement to arbitrate, shall be determined by arbitration in Virginia, before a single arbitrator. The arbitration shall be administered by Local arbitration/mediation centers pursuant to its applicable rules. Judgment on the award may be entered in any court having jurisdiction. This clause shall not preclude parties from seeking provisional remedies in aid of arbitration from a court of appropriate jurisdiction.
11. Contact Information
For any questions regarding these Terms of Service, please contact us at:
Email: [email protected]
Phone: (703) 552 8777