Cleaning Policies & Terms of Service

1. Quotes & Scope of Service

Residential quotes are based on the information provided by the client, including the size and layout of the property, number of bedrooms and bathrooms, condition of the space, requested service, and selected add-ons. Deep Cleaning, larger properties, or jobs involving an unusual scope may require photographs, video, or an in-person walkthrough before a quote is finalized. Commercial properties generally require an in-person walkthrough before a final quote is issued. During the walkthrough, PCC will evaluate the scope of work, cleaning frequency, areas requiring special attention, high-touch surfaces, scheduling requirements, and other property-specific needs. Quotes are based on the condition and scope represented to PCC before service.

2. Changes in Property Condition or Scope

If PCC arrives and determines that the property's condition or requested work is substantially different from what was represented at booking, PCC may contact the client to discuss an adjustment to the service and price. No substantial additional work or charge will be added without client approval. If the client declines the additional service or charge, PCC will perform the originally booked service to the best of its ability within the original scope. Some areas or tasks may remain incomplete when conditions prevent the original scope from reasonably being completed as expected. Requests made during an appointment that fall outside the booked scope may be treated as add-on services and may result in an additional charge. Client approval will be obtained before chargeable additional work is performed.

3. Booking & Advance Reservations

Appointments may generally be booked up to one month in advance. Appointments reserved more than two weeks in advance may require a booking retainer. Any required retainer will be disclosed before the reservation is confirmed and will be applied toward the final service balance. Same-day and approved last-minute appointments are subject to availability and a $75 rush fee.

4. Payment

Unless otherwise agreed in writing, payment is due no later than completion of the scheduled cleaning. PCC accepts Zelle, Venmo, cash, and approved invoice payments. Any outstanding residential balance must be paid before additional services can be scheduled or completed. Commercial accounts may be subject to separate invoicing and payment terms established in their service agreement. Tips are always optional and are not required.

5. Travel, Tolls & Parking

PCC serves all five NYC boroughs and select areas of Long Island, New Jersey, and Connecticut. Travel fees may apply based on location, travel distance, tolls, parking requirements, and other applicable transportation expenses. Applicable travel fees will be communicated as part of the client's quote whenever reasonably foreseeable. When free or legal street parking is not reasonably available and paid parking is necessary to provide service, applicable parking expenses may be charged to the client. This is particularly relevant to locations where paid parking is commonly necessary, including parts of Manhattan.

6. Arrival Window

Clients should allow an arrival window of approximately 15-30 minutes following the scheduled appointment time. NYC traffic, parking, public transportation, weather, building access, and conditions at earlier appointments can occasionally affect arrival times. When a substantial delay occurs, PCC will make reasonable efforts to communicate with the client.

7. Property Access

Clients are not required to remain home during service. Access may be arranged through a doorman, lockbox/key, access code, or another method agreed upon with PCC. Clients are responsible for providing accurate and functioning access instructions. If PCC cannot access the property, reasonable attempts will be made to contact the client. After contact is attempted, PCC will allow up to 20 minutes for the access issue to be resolved. If access cannot be obtained within that period, PCC may leave the property and charge 50% of the scheduled service price. Keys, codes, and other access information provided to PCC will be treated as confidential and used only as reasonably necessary for scheduled service.

8. Preparing the Property

Clients are asked to tidy ordinary personal belongings such as clothing, toys, and miscellaneous items before service. Valuable, fragile, sentimental, or irreplaceable items should be safely secured before the cleaner arrives. This includes cash, jewelry, important documents, medication, collectibles, and other high-value belongings. Excessive clutter may prevent certain areas from being cleaned effectively. If significant clutter or another unexpected condition substantially changes the scope of work, PCC will contact the client. Additional service may be offered for an additional charge with client approval. If additional service is declined, PCC will complete the booked scope to the best of its ability around accessible areas.

9. Dishes

Standard Cleaning includes light dishwashing of up to approximately 10 items or one light sink load. Amounts exceeding this may be treated as an add-on service and may require an additional charge. Clients are encouraged to take care of excessive dishes before their scheduled appointment when dishwashing has not been added to the service.

10. Laundry

When booked as an add-on, residential laundry service includes washing, drying, and folding. Putting clothing or linens away is not included unless separately agreed upon. Airbnb laundry policies may differ depending on the property and availability of an on-site washer and dryer.

11. Cleaning Products

PCC supplies its own cleaning products and equipment unless otherwise agreed. PCC primarily uses eco-friendly cleaning products selected with children and pets in mind. Clients may request that PCC use products supplied by the client. When a customer-supplied product is used as requested or directed, PCC cannot guarantee the cleaning result and is not responsible for damage attributable to the product itself, its incompatibility with the surface, inaccurate product instructions, or limitations of the requested product. PCC may decline to use any product it reasonably believes could create an unsafe condition.

12. Children & Pets

Children may remain in the property during service but must be appropriately supervised by the client or another responsible adult. Pets may remain in the home during cleaning. There is no automatic fee simply for owning or having a pet present. A $45 additional pet-cleaning fee may apply when excessive pet hair, litter, tracked debris, or similar pet-related conditions require meaningful additional cleaning. Aggressive, highly anxious, or otherwise unsafe pets must be appropriately secured away from the cleaner during service. PCC does not clean animal feces, animal waste, or other excluded biological waste.

13. Furniture & Accessibility

During Standard Cleaning, furniture and larger belongings generally remain in place. During Deep Cleaning, lightweight furniture may be moved when PCC determines that it can be moved safely. PCC does not move heavy furniture or objects that could reasonably create a risk of injury or property damage. PCC cleans areas that can be accessed safely using appropriate cleaning tools. When appropriate, clients may provide a stable step stool or step ladder to assist with certain high or difficult-to-reach areas. PCC retains sole discretion to decline any task that cannot be performed safely.

14. Trash

Routine household trash from receptacles included in the cleaning will be removed and taken to the property's designated disposal area when accessible. Excessive trash, bulk disposal, furniture, construction debris, hazardous waste, or items requiring special disposal are not included in Standard or Deep Cleaning. Unexpected excessive trash may require additional service and pricing, which will be discussed with the client before additional work is performed.

15. Excluded & Unsafe Cleaning Conditions

PCC does not provide cleaning involving:

• Mold remediation
• Human bodily fluids
• Human or animal feces
• Animal waste
• Hazardous chemicals or materials
• Hoarding conditions
• Exterior windows
• Heavy furniture moving
• Unsafe high-access work
• Active pest or rodent infestations
• Needles, sharps, or other dangerous materials
• Specialized hazardous-material remediation

PCC will not provide routine cleaning in a property experiencing an active infestation of bed bugs, roaches, fleas, rodents, or similar pests until the condition has been professionally treated or otherwise appropriately resolved.

If an unsafe or excluded condition is discovered during service, PCC may decline to clean the affected area. When the condition creates an unreasonable health or safety risk to the cleaner, PCC may stop the service and leave the property.

16. Smoking

Clients are asked not to smoke cigarettes or similar products in the room where a cleaner is actively working. PCC may pause or discontinue service when smoke, air quality, or another environmental condition creates an unsafe or unreasonable working environment.

17. Interior Windows

Interior window cleaning is available as an add-on and may include interior glass, accessible tracks, and frames. Exterior window cleaning is not provided.

18. Cancellations & Rescheduling

Please provide at least 24 hours’ notice if you need to cancel or reschedule. Repeated last-minute cancellations may affect future booking availability.

19. Severe Weather & Service Interruptions

Safety takes priority during severe weather and significant transportation disruptions. Storms, flooding, major transit shutdowns, or other unsafe conditions may require an appointment to be delayed, rescheduled, or canceled. PCC will communicate with affected clients as circumstances develop and will make reasonable efforts to arrange an alternative appointment. When PCC must cancel because of these conditions, the client will not be charged a cancellation fee.

20. Client Satisfaction & Re-Cleaning

PCC stands behind the agreed-upon scope of its cleaning services. Clients should inspect the completed service when reasonably possible and report concerns within 24 hours of completion. When PCC determines that a legitimate area included within the agreed cleaning scope was missed or inadequately completed, PCC's first remedy will be a complimentary touch-up/re-clean. The client must allow PCC a reasonable opportunity to correct the reported issue. PCC will aim to arrange the corrective service within approximately 48 hours after the concern is reported, subject to availability. Completed cleaning services are non-refundable. Complimentary corrective cleaning is the remedy offered for qualifying service concerns.

21. Accidental & Pre-Existing Damage

PCC takes reasonable care when working around clients' belongings and property. If PCC causes accidental damage during cleaning, the client will be notified as soon as reasonably possible and PCC will work with the client toward an appropriate resolution based on the circumstances. Clients are responsible for notifying PCC before service of known fragile items, loose fixtures, unstable furniture, damaged surfaces, improperly mounted objects, pre-existing cracks, deteriorating materials, or similar conditions. PCC is not responsible for damage resulting from pre-existing deterioration, instability, improper installation, ordinary wear, or another condition that was not caused by PCC's cleaning service.

22. Photography & Documentation

PCC may take reasonable before-and-after photographs when necessary to document property condition, completed work, unexpected conditions, damage, service concerns, or differences between the represented and actual scope of a job. Photographs taken for documentation will not automatically be used for advertising or public marketing. Client photographs will only be used for PCC marketing, social media, website content, or promotional purposes with the client's permission.

23. Commercial Cleaning

Commercial cleaning generally requires an in-person walkthrough before a final quote. Small or straightforward commercial spaces may initially be evaluated using photographs or video when appropriate, but PCC may still require an in-person walkthrough before confirming the final scope and price. Commercial cleaning frequency may include daily service, multiple visits per week, weekly, biweekly, monthly, or one-time service. Before- and after-hours cleaning may be arranged. Commercial clients receive a customized cleaning checklist based on their property walkthrough and service needs. PCC may offer 1-month, 3-month, 6-month, and 12-month service agreements. The client's individual commercial agreement governs the specific scope, frequency, pricing, payment terms, termination requirements, and other account-specific conditions. Commercial clients are responsible for supplying consumable items such as toilet paper, paper towels, hand soap, and similar products unless otherwise stated in their agreement. PCC supplies cleaning products and equipment, with appropriate storage at the commercial property arranged when required. PCC does not currently provide general bar or restaurant cleaning. Specialized lowboy deep cleaning may be available and can include removal of contents, cleaning accessible interior areas and grates, and replacing the contents after cleaning.

24. Airbnb & Short-Term Rental Turnovers

Airbnb and short-term rental turnover services may include Standard Cleaning, changing host-provided linens, making beds, restocking host-provided supplies, and visually checking the property for noticeable damage. PCC will notify the host of noticeable damage and may provide photographic documentation. PCC does not determine responsibility between hosts and guests for damage. Hosts are responsible for providing clean linens and restocking supplies. When an on-site washer and dryer are available and laundering is included in the booking, PCC may wash and dry linens as part of the turnover. Laundry cycle times must be considered when establishing the available turnover period. Off-site laundering requires separate arrangements and additional charges. Hosts must provide the scheduled guest checkout and next check-in times. PCC will determine whether the available turnover window is sufficient based on the size and condition of the property, booked services, and laundry requirements. If a guest has not vacated the property when PCC arrives, PCC will attempt to contact the host and may allow approximately 15 minutes for the issue to be resolved. When scheduling permits, a delayed start may be arranged. Otherwise, the appointment may be subject to the applicable same-day cancellation policy. When a rental requires substantially more cleaning than a normal turnover, including excessive trash, excessive dishes, party-related conditions, or other unexpected work, PCC will document the condition and contact the host before performing chargeable work outside the booked scope.

25. Professional Conduct & Right to Refuse Service

PCC is committed to providing respectful and professional service and expects the same treatment for its cleaners. PCC reserves the right to refuse, pause, or discontinue service when a cleaner encounters threats, harassment, discriminatory conduct, inappropriate behavior, unsafe working conditions, dangerous animals, hazardous materials, or another condition that reasonably threatens the cleaner's safety or ability to perform the service. Additional work outside the booked scope will not be performed without appropriate client authorization when an additional charge applies.

26. Updates to Policies

Prime Care Cleaning may update these policies as its services and business operations evolve. The policies applicable to a particular appointment will be those communicated or made available to the client in connection with the booking or applicable service agreement.