These Terms of Service constitute the Residential Cleaning Service Agreement (“Agreement”) between Cleaning By Carrie, LLC (“Company”) and the client (“Client”). By scheduling or using our services, the Client agrees to the terms outlined below.

1. SCOPE OF SERVICES

Company agrees to provide residential cleaning services as selected by Client, which may include:

• Initial / Deep Cleaning

• Recurring Cleaning Services

• One-Time Cleaning Services

• Priority (Hourly) Cleaning Services

Services will be performed at the property address provided by Client at the time of booking.

2. ESTIMATES & INITIAL CLEANINGS

All initial and deep cleaning services are estimated based on information provided by Client and a visual assessment of the home.

If the service requires more time due to:

• Higher-than-anticipated dirt levels

• Excessive clutter

• Undisclosed conditions

• Additional requested tasks

Client will be notified and must approve any additional time before charges exceed the original estimate. Company will never charge for additional time without Client approval.

If Client declines additional time, service may be left incomplete.

3. PRIORITY (HOURLY) CLEANING SERVICES

Priority Cleaning services are sold in blocks of time.

• Clients must submit a task list at least 48 hours prior to the appointment.

• Tasks will be completed in the order provided based on available time.

• No additional time may be added once the appointment begins.

• No changes to the submitted task list will be accepted once service has begun, except with prior office approval.

• The amount accomplished during the allotted time depends on the condition of the home.

For appointments exceeding four (4) hours, technicians may take a short break.

4. ACCESS TO PROPERTY

Client must provide access through one of the following:

• Client present at time of service

• Garage code or entry code

• Key provided to Company (subject to a separate key agreement)

If technicians are unable to access the home due to lock-out, failed code, or denial of entry, a lock-out fee will apply.

If Client leaves a key unsecured (e.g., under a mat), Company is not liable for theft or damages.

All keys held by Company are tracked and secured. Company assumes responsibility for lost keys while in its possession.

5. SCHEDULING, CANCELLATIONS & SKIP POLICY

Services are scheduled between 9:00 a.m. and 5:00 p.m. Company cannot guarantee an exact arrival time but will aim to arrive within a one-hour window of the estimated time. Clients will be notified if technicians are running significantly ahead of or behind schedule.

A. Definition of a “Skip”

A “Skip” occurs when a cleaning appointment remains on Company’s schedule but does not take place for any reason other than cancellation initiated by the Company.

Examples of a Skip include, but are not limited to:

• Client-requested postponements or cancellations

• Inability to access the property

• Lock-outs

• Client denial of entry

• Alarm issues preventing service

• Any situation in which technicians arrive but cannot begin work

B. Annual Skip Allowance

Beginning January 1, 2026, Clients are permitted four (4) free Skips per calendar year.

All Skips count toward the annual total, regardless of notice provided.

Skip counts reset on January 1 of each year.

C. Skip Fees

After the four (4) annual free Skips have been used, the following fees apply:

• More than 24 hours’ notice: No additional fee

• Less than 24 hours’ notice: $50 cancellation fee

• After “On My Way” notification has been sent: Full cleaning rate charged

• Technician arrival but unable to begin service (lock-out, access issues, etc.): Full cleaning rate charged

All fees will be charged to the card on file.

D. Frequency Review

If a Client consistently exceeds four (4) Skips in a calendar year, Company reserves the right to review and adjust the Client’s service frequency. Pricing is based on service frequency; therefore, repeated Skips may result in adjustment to a lower frequency tier and corresponding pricing change.

E. Notice Requirements

Clients must contact the Company office directly for any schedule changes. Technicians may not modify schedules on-site.

6. PAYMENT TERMS

Company maintains a strict “no pay, no clean” policy.

A. Payment Method

• A valid credit or debit card must be kept on file at all times.

• No cash or checks are accepted.

• By signing this Agreement, Client authorizes Company to charge the card on file for all scheduled services, fees, deposits, cancellation charges, and applicable adjustments.

B. Recurring Service Charges

For all scheduled services, the full service amount will be charged to the card on file the morning of the scheduled cleaning.

C. Non-Refundable Deposit (Initial & One-Time Services)

For all non-recurring services, including Initial-, Deep-, and One-Time Cleanings:

• A non-refundable deposit will be charged at the time of booking.

• The deposit amount shall be ten percent (10%) of the estimated service total or thirty-five dollars ($35), whichever is greater.

• The deposit will be applied toward the total balance due on the scheduled service date.

Deposits are non-refundable under any circumstances except if the Company cancels the appointment.

D. Declined Payments

If a card is declined:

• Payment information must be updated before technicians are dispatched.

• If payment information is not updated prior to the scheduled appointment time, the appointment will be marked as a Skip and will be subject to the Skip Policy outlined in Section 5.

Company reserves the right to suspend or terminate services for repeated payment failures.

7. SAFETY & WORKING CONDITIONS

Technicians must be able to work without distractions.

Company assumes no liability for injuries to children, guests, or pets during service.

If technicians feel unsafe due to behavior of occupants or animals, they may leave immediately. Full service cost will still apply.

Company will not:

• Climb higher than a three-step ladder

• Move heavy furniture

• Use bleach products

• Perform services in unsafe or hazardous environments

Furniture must be moved prior to appointment if cleaning behind it is requested.

8. BIOHAZARD CONDITIONS

Client must disclose mold, infestations, human or animal waste, or other hazardous conditions.

If biohazard conditions are discovered and not previously disclosed:

• Service may be refused

• Full cleaning fee may apply

Biohazard services require prior scheduling and are not automatically included in standard cleaning.

9. INCLEMENT WEATHER

Company reserves the right to delay, pause, or reschedule services due to inclement or hazardous weather conditions that may affect the safety of our employees.

In the event that severe weather occurs during a scheduled appointment, technicians may temporarily suspend services and follow appropriate safety procedures, including sheltering in place when necessary.

Technicians will not travel during active severe weather warnings or other hazardous conditions that make travel unsafe.

Service guarantees or time estimates may be adjusted when service is interrupted due to weather. If service is delayed, interrupted, or canceled due to weather, the Company will resume service once conditions are deemed safe. If the appointment cannot be completed, the Company will make reasonable efforts to reschedule the appointment at the next available time.

Client agrees to allow technicians to follow company safety procedures during severe weather events.

10. DAMAGE & LIABILITY

Client must disclose pre-existing damage prior to service.

Company is not responsible for:

• Items not securely mounted or stabilized

• Floating shelves, unstable décor, or improperly installed fixtures

• Damage resulting from normal wear and tear

• Stains considered permanent damage

Cluttered areas may be skipped to prevent injury or damage.

If Company causes damage due to technician error, the matter will be addressed through Company’s insurance policy.

11. CLIENT PRODUCTS & EQUIPMENT

Company provides all equipment and products.

If Client requests use of personal products or equipment:

• Company is not liable for damage caused by Client-provided products.

• Company cannot guarantee results when using Client products.

When using a Client vacuum:

• Basic inspection will be performed.

• Company is not responsible for mechanical failure due to age or wear.

• If technician misuse causes damage, Company will repair or replace the vacuum.

11. PETS

For safety, large, aggressive, or skittish pets must be secured.

Technicians do not clean animal feces due to cross-contamination risk.

If a pet creates unsafe conditions, service may be terminated and full charges will apply.

12. PRICE ADJUSTMENTS

Company conducts periodic price reviews based on:

• Time required for service

• Condition changes in the home

• Service frequency

Client will receive notice of any price adjustment prior to implementation.

Company reserves the right to adjust pricing at any time.

13. TECHNOLOGY & COMMUNICATION

Client agrees to receive automated reminders via email and text message. Text messages are one-way.

Technicians clock in and out using Company scheduling software, which records GPS coordinates for safety and accountability.

Company is not responsible for false alarm charges and requires proper alarm instructions prior to service.

• Company is not liable for damage caused by Client-provided products.

• Company cannot guarantee results when using Client products.

14. NON-SOLICITATION OF EMPLOYEES

Client agrees not to directly or indirectly hire or engage any current or former Company employee for cleaning services during service and for one (1) year following the later of:

• Final service date, or

• Employee’s termination date.

Violation of this provision will result in a $2,500 training fee payable to Company.

15. SERVICE GUARANTEE

Client must report concerns within 24 hours of service.

Company will re-clean the identified area(s) at no additional cost.

Refunds are not provided. Only re-cleans are offered.

16. TERMINATION

Either party may terminate services at any time.

Failure to comply with this Agreement may result in immediate termination of services.

17. GOVERNING LAW & ATTORNEY FEES

This Agreement shall be governed by the laws of the State of Ohio.

In the event legal action is required to enforce any provision of this Agreement, the prevailing party shall be entitled to recover reasonable attorney fees and costs.

18. ENTIRE AGREEMENT

This Agreement constitutes the entire understanding between the parties and supersedes any prior discussions, agreements, or representations. The Company reserves the right to update or modify the terms of this Agreement with notice to clients. Continued use of services after such updates constitutes acceptance of the revised terms.