Terms & Conditions

Applies to all services offered by itsGLO Cleaning

Acceptance of Terms

By booking or using any services provided by itsGLO Cleaning, you confirm that you have read, understood, and agree to be bound by the terms and conditions set out in this document. These terms apply to all clients and govern all services provided by itsGLO Cleaning.

Booking & Payment

Service Fee

All service fees are based on the information you provide at the time of booking, including your property’s size, condition, and any relevant details. Fees are fixed rates, not estimates, and apply when the property’s actual condition matches the description provided.

If our team arrives and finds the property materially differs from the booking description — such as a larger size, recent renovations, or a more challenging condition — we reserve the right to adjust the service fee accordingly or decline to complete the service at our discretion.

Our fees are based on the completion of specified cleaning tasks, not on time spent or the number of team members present. Estimated time frames are for general guidance only and are not binding.

Payment Terms

Payment is due at the time of booking or prior to service commencement, as indicated during checkout. itsGLO Cleaning accepts major credit and debit cards. In the event a payment is declined or disputed without valid cause, the full service amount, plus any applicable fees, will remain the client’s responsibility.

Cancellations & Rescheduling

itsGLO Cleaning reserves your appointment time exclusively for you so that we can serve you reliably and schedule our team fairly. The following fees apply to changes made to confirmed appointments:

Cancellations

More than 2 days before your appointment → No charge
2 days before your appointment → 50% of the service cost
1 day before appointment → 100% of the service cost

Rescheduling

More than 1 day before appointment → No charge
1 day before appointment → $100 fee
Same day (or team already en route) → 100% of the service cost

All cancellation and rescheduling fees are non-refundable. If an appointment results in a no-show, or is cancelled or rescheduled after our team is en route or has arrived, the full service fee will be charged.

To avoid charges, please notify itsGLO Cleaning as soon as possible, or make changes directly through your online client portal.

Recurring Service Terms

Recurring home cleaning services are offered with no long-term commitment. Clients may cancel their recurring schedule at any time; however, a minimum of one (1) week’s notice is required to cancel future recurring appointments. Cancellation of a single appointment within a recurring plan is subject to our standard Cancellation Policy above.

Promotional Offer: Clients who enroll in a recurring cleaning plan are eligible for a complimentary deep cleaning upgrade on their first appointment, billed at the same rate as their recurring service. If the recurring plan is canceled before completing four (4) cleanings, the difference between the promotional rate paid and the standard deep cleaning rate will be charged to the original payment method.

Preparing for Your Clean

To ensure our team can clean your home thoroughly and safely, please take the following steps before your appointment:

Heavy Appliances & Furniture

Our team members will not lift or move objects exceeding 35 lbs, including refrigerators, stoves, washers, dryers, or other heavy appliances and furniture. If you would like areas behind or beneath these items cleaned, please ensure they are relocated prior to our arrival. We are unable to clean spaces that remain obstructed on the day of service.

Equipment

itsGLO Cleaning supplies all necessary equipment and cleaning products to carry out our services efficiently and safely. By engaging our services, clients acknowledge and accept that our team will use a standard suite of cleaning products at our discretion, unless specific product preferences or restrictions are communicated in advance.

Should a client wish to supply their own cleaning materials or equipment, this must be disclosed prior to the appointment. itsGLO Cleaning will not be held liable for any damage or substandard results arising from the use of client-provided products or tools. Clients assume full responsibility for the performance and safety of any materials they supply.

Pets

Please inform us in advance if pets will be present during your cleaning. Our team will work around pets where possible. If a pet poses a safety risk to our staff (e.g. aggressive dog), we reserve the right to vacate the premises — and the full service fee will apply.

itsGLO Cleaning is not responsible for pets that escape containment during our team’s entry or exit. It is your responsibility to ensure pets are secured throughout the service.

Security Alarm

If your property has a security alarm, please ensure it is deactivated before our arrival or provide us with the alarm code and input sequence in advance. itsGLO Cleaning is not responsible for false alarms triggered by an active system that was not disclosed or deactivated.

Protection of Valuables

We encourage clients to store valuables, irreplaceable items, and fragile objects securely before our team arrives. Please inform us in advance of any items that should not be cleaned or handled. While our team exercises great care, itsGLO Cleaning is not liable for loss or damage to items that have not been appropriately secured.

Safety Measures

At itsGLO Cleaning, the safety and well-being of our team members are our highest priorities. Therefore, we implement the following protocols:

Our team members will not lift objects exceeding 35 lbs or handle items that could present an unreasonable safety risk. We kindly request heavy furniture or appliances be relocated prior to our arrival to ensure clear access.

Employees will not ascend beyond the height of a 2-step stool, use ladders, or position themselves on unstable surfaces.

Hazardous or potentially unsafe materials (e.g., bodily fluids, needles, hazardous substances) will not be touched. If extreme contamination or unsafe conditions are detected (e.g., intoxicated individuals, aggressive animals, narcotics, or firearms), the team will vacate the premises. In such cases, clients remain responsible for the full service cost. Should this occur, we will promptly notify you.

Scheduling & Access

Team Assignment

While we make every effort to accommodate your scheduling preferences, we try our best, but cannot guarantee the same team for every appointment due to operational variables such as availability and staffing. If the nature of your property requires a longer cleaning duration than initially allocated, we will inform you of the extended time and any associated costs before commencing additional work.

Accessing Your Property

For smooth and efficient service, we strongly recommend providing a key or a door access code. All keys are stored securely and are never labeled with personal information. For security reasons, keys will not be sent by mail. If providing access in advance is not possible, a responsible adult must be present to let our team in.

All appointments include a one-hour arrival window communicated at the time of booking. If our team is unable to access the property within this window, the full service fee will be charged to your account. Our customer care team will attempt to contact you within the first 15 minutes of the arrival window before proceeding to the next appointment.

Services, Add-Ons & Exclusions

Our services cover standard residential cleaning as described on the relevant package page (moving, deep, routine). Additional extras may be requested for an added fee. The scope and limitations of selected add-ons are outlined below.

Add-On Scope & Limitations

Spot Cleaning of Walls – Light marks only (smudges, fingerprints, minor surface dirt). This is not a substitute for painting or full wall washing. Magic erasers may be used; itsGLO Cleaning is not responsible for paint removal or surface damage, which is common with older, loose, or unstable paint.
Balcony Cleaning – Includes wiping railings, a basic mop of the balcony floor, and cleaning of exterior windows within safe reach. Staff will not climb or use ladders.
Laundry Machine Interior Cleaning – Sanitizing the inside of the washer and dryer, including wiping all accessible surfaces. This is a maintenance clean only, not a mechanical service.
Dishwasher Interior Cleaning – Cleaning the inside of the dishwasher, scrubbing the filter, and wiping accessible surfaces. This is a refresh clean only, not a mechanical service

Exclusions — Not Included in Any Service

The following are excluded from all itsGLO Cleaning services and cannot be requested as add-ons:

Biohazards of any kind (bodily fluids, blood, crime scenes, medical waste)
Animal waste (cages, pet accidents, litter boxes)
Pest-related cleaning (cockroaches, bed bugs, mice, rodents, or pest remains)*
Paint chips on floors or any surfaces — we do not remove or clean paint chip debris
High or delicate fixtures (ceilings, chandeliers, mosquito nets)
Hoarder conditions or properties requiring specialized remediation
Sliding door or window tracks
Adhesives or substances requiring scraping or removal beyond normal cleaning methods
Cleaning behind or beneath heavy appliances or furniture not moved prior to our arrival

*If our team encounters a pest infestation; including but not limited to ants, termites, roaches, or bedbugs, or discovers the presence of dead roaches, droppings, or pest remains that compromise team safety or impede the cleaning process, services will be immediately suspended.

You will be notified promptly of the situation. The full cost of the scheduled service will remain your responsibility, regardless of whether the cleaning is completed. We strongly recommend addressing any pest issues with a licensed pest control provider before booking to avoid disruption and additional charges.

Damage & Loss Claims

Any damage or loss must be reported to itsGLO Cleaning within 24 hours of service completion. Claims reported after this period will not be eligible for review.

itsGLO Cleaning reserves the right to engage appropriate professionals to assess and repair any damage. If keys are lost or miscoded by our team, itsGLO Cleaning will cover key replacement and locksmith fees, subject to the liability limits below:

Unsecured or improperly anchored items (e.g., pictures, shelves, fixtures)
Pre-existing damage (e.g., scratches, dings, stains)
Damage resulting from faulty or improper installations
Unsealed surfaces (e.g., marble, granite) that are susceptible to damage during routine cleaning
Freshly painted walls, newly installed caulking, or newly installed flooring
Accidents or injuries to clients or third parties unrelated to our direct actions, including slips or falls. Clients must ensure a safe environment and communicate any hazards before service begins.

Limitation of Liability

By engaging our services, clients acknowledge the following limitations:

itsGLO Cleaning’s liability for key replacement and/or locksmith services is limited to $100 per property.
itsGLO Cleaning’s liability for any property damage or loss is limited to ten (10) times the cost of the service charge on the day the damage or loss occurred.
itsGLO Cleaning is not liable for any bodily injury or illness, including death, arising from or in connection with its services.
itsGLO Cleaning is not liable for any indirect, punitive, consequential, incidental, or special damages — including lost profits, business interruption, the cost of procuring substitute services, lost opportunities, reputational loss, or data loss — even if itsGLO Cleaning has been advised of the possibility of such damages.

Satisfaction Guarantee

We are committed to delivering exceptional results on every visit. If you are not fully satisfied with the quality of your cleaning, please notify us within 24 hours of service completion. We will return within 24 hours to address and resolve any concerns — no questions asked.

Return visits cannot be offered more than 48 hours after the original service, as natural dust and daily activity can affect the condition of the space within that time.

Pre- and Post-Cleaning Documentation

As part of our standard procedure, ItsGLO Cleaning, Inc. may take photographs of your property before and after the cleaning service to document its condition and ensure any pre-existing damage is noted. By booking our services, you authorize us to take these photos for documentation purposes.

Should you verbally or in writing refuse this authorization, you acknowledge and agree that you waive the right to make any claims against ItsGLO Cleaning, Inc. for damages that may be alleged to have occurred during the service.

Refunds

Refunds are only issued for cancellations made within the required notice period as outlined in Section 3 (Cancellations & Rescheduling). No refunds will be provided in any other circumstance, including situations where service must be terminated due to conditions on-site — such as, but not limited to, pest infestations, unsafe conditions, or inaccessible premises.